Consumers Guide to the Experts: Top Pros in 50 Fields Show You How to Hire the Best...From Accountants

TOP PROS IN 50 FIELDS SHOW YOU HOW TO HIRE THE BEST . . . FROM ACCOUNTANTS TO VETERINARIANS

The Consumer’s Guide to

EXPERTS Susan T. Shay

The Consumer’s Guide to

EXPERTS

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The Consumer’s Guide to

EXPERTS TOP PROS IN 50 FIELDS SHOW YOU HOW TO HIRE THE BEST. . . FROM ACCOUNTANTS TO VETERINARIANS

Susan T. Shay KIPLINGER BOOKS Washington, DC

Published by The Kiplinger Washington Editors, Inc. 1729 H Street, N.W. Washington, DC 20006

Library of Congress Cataloging-in-Publication Data Shay, Susan Ten Abby. The consumer’s guide to experts : top pros in 50 fields show you how to hire the best...from accountants to veterinarians / Susan Ten Abby Shay.--1st ed. p. cm. Includes index. ISBN 0-938721-87-9 (pbk.) 1. Service industries—Handbooks, manuals, etc. 2. Specialists—Handbooks, manuals, etc. 3. Professions—Handbooks, manuals, etc. 4. Consumer education—Handbooks, manuals, etc. I. Title. HD9980.65 .S492001 338.4—dc21 2001038035

© 2001 by The Kiplinger Washington Editors, Inc. All rights reserved. No part of this book may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording or by an information storage and retrieval system, without the written permission of the Publisher, except where permitted by law. This publication is intended to provide guidance in regard to the subject matter covered. It is sold with the understanding that the author and publisher are not herein engaged in rendering legal, accounting, tax or other professional services. If such services are required, professional assistance should be sought. First edition. Printed in the United States of America. 987654321 Cover design by Heather Waugh

Dedicated to Tom

A

Acknowledgments

uthors often visualize a dream team, a group of seasoned publishing professionals willing to devote a considerable amount of time and talent to the work of improving the author’s manuscript to the end that the reader will find the eventual book accessible, interesting, useful, and even enjoyable to read. If the author has an overheated imagination, she might even conjure up a publisher who is passionate about ideas and zealous about maintaining high standards in an extremely complex and demanding business. I had the good fortune and unexpected pleasure of living this writer’s dream while working on this book with the Kiplinger publishing team. Managing editor Patricia Esswein’s insightful tenacity and lively mind vastly improved the product, while her graciousness and good humor made the process both interesting and painless. My awe-filled thanks go to David Harrison and Cindy Greene who somehow have managed to make sense of the morass of mechanical, logistical, and legal details that is the modern world of publishing. My gratitude goes also to Priscilla Taylor, who, as copyeditor, considered all words important fine print; to Allison Leopold, who carefully proofread the final pages; and to Heather Waugh, whose design will encourage and guide the reader. All books are the sum of many talents, this one, perhaps, more so than most. There could have been no book at all, in fact, without the extraordinary generosity of the experts who contributed to this project and who reminded me that, happily for us all, traits of

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THE CONSUMER’S GUIDE TO EXPERTS

inventiveness and virtuosity can be and sometimes are fortuitously matched by a desire and ability to use one’s gifts for the greater good. The quality and quantity of the contributions of these experts required the careful cataloging of a vast amount of information. The need for intelligence and competence in data management was only exceeded by Anne Duran’s skill in this regard. My thanks to her. For the example of what it means to live and work with consequence, which underlies and informs this book, my deep appreciation to and for Thomas Shay; Peter, David, and Christina Van Alfen; Anne, Ema, and Frank Duran; Gaye and Richard Beeson; Katherine Black; Helen and Lawrence Cannon; JoAn and Richard Criddle; Helen and Kenneth Duffin; Marco Duarte; Norma Echols; Hala El-Khozondar; Elena Linthicum; Derrickson Moore; Kate and Russell Mott; Susan Tweit and Richard Cabe; Lisa and Michael Thirkill; Patricia Wendel; Mary and Irving Wassermann; Alexa and Neil West; and Yifang Wu.

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1. Accountants 2. Acupuncturists 3. Aged-Care Providers 4. Animal Behaviorists and Pet Trainers 5. Architects 6. Attorneys 7. Automotive-Repair Technicians 8. Bankers 9. Building and Repair Contractors 10. Camps 11. Career Counselors and Personal Coaches 12. Caterers 13. Child-Care Providers 14. Cleaning Services and Housekeepers 15. College Admissions Consultants 16. Credit Counselors 17. Dentists 18. Dietitians 19. Events Consultants 20. Estate Planners 21. Financial Planners 22. Funeral Directors 23. Hair Stylists

xi xv 1 9 17 29 37 45 55 65 71 83 91 99 107 117 125 133 141 149 155 163 173 183 191

Contents

Introduction Preface

THE CONSUMER’S GUIDE TO EXPERTS

24. Health Clubs and Spas 25. Holistic Physicians 26. Image Consultants 27. Insurance Agents 28. Interior Designers 29. Landscape Architects 30. Landscaping Services 31. Massage Therapists 32. Movers 33. Music Teachers 34. Nannies 35. Optometrists 36. Personal Chefs 37. Personal Organizers 38. Personal Trainers 39. Pet Groomers 40. Pharmacists 41. Photographers 42. Physicians 43. Plumbers 44. Psychotherapists and Counselors 45. Real Estate Agents 46. Recruiters 47. Stockbrokers 48. Travel and Tour Agents 49. Tutors 50. Veterinarians

197 207 215 221 231 239 247 255 263 271 277 285 291 297 303 309 315 321 329 341 347 355 367 375 387 397 405

Index

411

P

Introduction

ersonal services are booming in America, and it’s easy to see why. Americans are working longer hours, and they would rather spend their precious time off enjoying leisure activities than doing chores they can hire someone else to do. This is especially true of married career women, some of whom have a hard time convincing their husbands that household work should be evenly shared. While the do-it-yourself spirit is still alive and well in America, there are plenty of services that any one of us can’t do for ourselves—because we lack the necessary physical skill or sophisticated knowledge—or we don’t want to do them—because we lack interest. That’s why some folks do their own home improvements but wouldn’t think of preparing their income taxes, and vice versa. Others love managing their own investments but wouldn’t dream of planning their daughter’s wedding, and vice versa. Some services are necessities in life, regardless of income or lifestyle. If you have children and need to work, then finding the best child care you can afford is imperative. If a loved one dies, you will need mortuary services. And, from birth to death, you will probably need the services of a variety of physicians. But economists have long noted that, as personal income rises, people spend relatively less on things and a lot more on services. And this effect is magnified by a feeling that one’s free time is more precious than money. Over the past 20 years, well-educated Americans have enjoyed a strong surge in personal income, and this has been especially true of two-income, dual-

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career households. These folks have plenty of money to pay for services, and because of the time pressures on their lives, plenty of incentive, too. Personal services that were, a generation or two ago, the sole privilege of rich people—lawn care, catering, fitness training, house cleaning, interior design, investment counsel and much more—are now common in upper-middle-class homes. Even personal chefs, the ultimate luxury of the super-rich, are being hired by hundreds of busy executives. These are boom times, too, for new kinds of personal services that hardly existed a generation or two ago—practitioners of alternative medicine, personal organizers, image consultants, and career coaches, to name a few. For most of us, the biggest challenge of dealing with service providers isn’t affording them, but finding them. And I don’t mean just finding any lawyer, nanny, architect, funeral director, or dog trainer. You can do that by opening the Yellow Pages, trolling the Internet or asking a few friends. I mean finding the very best service providers for your particular needs—now that is a real challenge. How do you know which kind of service provider you really need? How do you distinguish among similar-sounding professions that have different standards of education, training, and accreditation? How do you know what questions to ask a service provider that you are thinking of hiring? Author Susan Ten Abby Shay has come to your rescue. She had the wonderful idea to pick the brains of top professionals in 50 different fields of personal service—everything from accounting and acupuncture to landscaping, auto repair, and music instruction. She asked her e xperts to describe what excellence looks like in their particular service sector, as well as the pitfalls that unwary consumers should avoid. These insiders shared their experience and judgment with her, and now you are the beneficiary. Not only does Susan coach you on how to be a smart consumer of virtually every important kind of service, but she also gives you rich resources for finding xii

Introduction the providers who will fill your needs—associations, directories, periodicals, Web sites, and more. We’ve been providing this kind of guidance to the readers of Kiplinger’s Personal Finance magazine for many years, and now we’re pleased to bring you this manual packed with good advice. A key point of Susan’s book: Top-flight service providers can be found virtually everywhere, from big cities to small towns. And due to the magic of e-mail and the Internet, you can even engage a far-away professional for services that don’t always require being on site and face-to-face—for example, certain kinds of legal advice, investment counsel, career and recruiting help, and so on. Personal-assistance businesses are very competitive today, so you don’t have to settle for anything less than top-notch service. This fine new book will give you the education and confidence to know what to expect, where to find help, and how to convey your high standards to the providers you engage. It’s what every savvy consumer has been waiting for. My best wishes to you in your quest for excellence in personal-service providers.

KNIGHT A. KIPLINGER Editor in Chief The Kiplinger Letter and Kiplinger’s Personal Finance magazine

xiii

Preface

H

ow many services do you pay for over a month’s time or throughout a year? If you are typical of many Americans, you use and pay for at least 10 services each month and up to 20 each year. Some of the most commonly used are provided by accountants, automotive-repair technicians, bankers, building and repair contractors, cleaning services, counselors, dentists, health clubs, hair stylists, insurance agents, landscapers, massage therapists, optometrists, personal trainers, pharmacists, plumbers, physicians, stockbrokers, and travel agents. If you have children, add another possible seven to that figure (child-care providers, camps, college admissions consultants, nannies, photographers, music teachers, and tutors). And if you have pets, add three more (animal behaviorists, pet groomers, veterinarians). If you experience major life changes—new job, marriage, birth of a child, a move, a change in your career or your financial situation, declining health, death of a loved one—you may seek the help of even more service professionals (acupuncturist, aged-care provider, architect, building contractor, career counselor, credit counselor, dietitian, estate planner, events consultant, financial planner, funeral director, holistic physician, image consultant, interior designer, landscape architect mover, personal chef, personal organizer, real estate agent, recruiter). It is quite possible, then, to have 40 or more service providers in our lives, at various times intimately involved with our physical, mental, financial, and social

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The best sources of information about how to choose a good service provider are those who themselves provide excellent service.

xvi

well-being. And just how do we typically choose these professionals? The truth is that few of us think much about the process. If we wake up to a clogged sink, we probably grab the Yellow Pages, turn to “Plumbers,” and begin calling the first contractors listed. If a molar begins to twinge, we may call a friend and ask for the name of a dentist. If we are new in town and haven’t had a haircut for eight weeks, we may wander into the nearest salon and hope for the best. We may, in fact, continue to use this random method of selecting service professionals unless plumbers accidentally knock a hole in the kitchen wall while fixing the stopped sink—and inform us that we are out of luck because they do not carry insurance; our friend’s dentist opens up the molar, decides he or she isn’t up to handling a root canal, and so sends us out into the street with a mouth full of cotton and advice that we see an endodontist soon; or we end up giving a major presentation to an important prospective client looking as if we are one week into Marine boot camp. What we almost never do is follow the most direct and logical route to finding excellent service: Think about finding the professional before we need the service and ask the right questions of the right people to get the information we need to make an informed decision. The reasons most of us don’t follow this procedure are simple. We don’t have the time to think through the process, and we lack access to the people who can best answer our questions. The Consumer’s Guide to Experts, written to help solve those problems, is based on the premise that the best sources of information about how to choose a good service provider are those who themselves provide excellent service. Who better to ask about finding a good physician than good physicians? (How, in fact, did the physicians choose their own doctors?) Who knows more about what we might expect from an accountant than the leading practitioners in accounting? Who better to warn us about signs of poor quality in construc-

Preface tion service than the contractors who are setting the gold standard in the building industry?

Revelations From the Insiders The more than 800 insiders who have lent their expertise to this book were asked to contribute because they have earned the respect of both clients and their peers. These insiders are shaping the future of their industries and professions because they are continually trying to find ways to improve service. These insiders, however, exert influence far beyond the scope of their immediate fields of expertise. One of the interesting things that I found in conducting the research for this book was that these experts are concerned about global issues, in particular, they are concerned that excellence in service be the accepted and expected standard in every industry and profession in this country. If, as consumers, we are raising the bar on our expectations concerning service, we can be happily assured that the expectations of industry and professional leaders on that subject match and exceed even our own. My research provided another pleasant surprise in terms of those expectations. Consumers in the U.S. tend to think that the bigger the community one lives in, the better the service one can reasonably expect. The theory has been that if you want quality, you must head for a large city, probably on the East or West Coast. A brief scan of the panels of experts and the towns and cities in which they conduct business quickly dispels this theory. The fact is, excellence is to be found everywhere in the U.S.—in hamlets and metropolises, and in every region. Not surprisingly, experts who seek to give their clients and customers the best also seek value when it comes to their own lives. Many of these service professionals have chosen to take advantage of technological advances that allow them to live in smaller communities without having to sacrifice the opportunity to maintain their high professional standards.

The fact is, excellence is to be found everywhere in the U.S.— in hamlets and metropolises, and in every region.

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Each chapter begins with an overview and historical perspective of the industry or profession. How is this information helpful?

A third finding from the research is that a cluster of characteristics distinguish “A” teams in all fields of service. Simply put, first-rate service is marked by respect for the client and passion for the profession. Top-flight practitioners are not only willing but eager to share their excitement about their work with clients because they want their clients to be as satisfied with process as the practitioners are with the product. And when the best practitioners are asked difficult questions, their answers are honest and to the point. This book testifies to the reassuring fact that accessibility, not arrogance, is still the hallmark of superior service.

What You’ll Find in This Book The Consumer’s Guide to Experts, was designed to reflect that accessibility of the contributing experts—to provide, in a helpful and concise manner, information that can help you find the best service. To that end, each profile focuses on one of 50 of the most commonly sought service professionals (or in the case of health clubs and children’s camps, facilities offering an array of services) and contains the following kinds of information.

Introduction Each chapter begins with an overview and historical perspective of the industry or profession. How is this information helpful? Knowing something of the background and mind-set of the various prospective service professionals can help you to appreciate the trained perspective of the service provider. For example, students in law school are not only taught the body of the law but also are taught to “think like attorneys.” This means that attorneys are predisposed to see certain factors in a given situation and to ignore or devalue others. If you seek the services of an attorney to file a divorce for you, a good legal practitioner will be more interested in an equitable division of property and a workable plan for child visitation than in assigning personal blame for xviii

Preface the failure of the marriage. Knowing something of the history and tradition of a service industry or profession can tell you something about the mind-set you can expect among practitioners.

Where to Begin This section suggests how to begin your search for a service professional. When it is important for you to understand definitions and terms used within the industry before you begin your search, those definitions are provided. For example, definitions of four frequently used terms, as they are used within the profession or industry under discussion, are included: ■ licensed, which can mean a business license from a local entity giving the provider permission to set up business in that jurisdiction or permission from a state agency or board to practice a specific profession within the state; ■ insured, which usually means that the service provider is covered for any injury the provider causes on your property or person, or that the professional carries professional liability insurance against the possibility of a malpractice lawsuit; ■ bonded, which typically means that a fee has been paid for a bond against the possibility that someone working in your home destroys property or steals; and ■ certified, which typically means that the provider has demonstrated competence, through a written examination or a practicum to a professional board, and that the board has certified as to the provider’s level of skill.

The search for many service providers is best begun at your own desk by answering questions about your needs and expectations.

Some service professionals are as selective in their choice of clients as their clients should be in their choice of the professional. In such cases, the text discusses the usual preferences of the professionals. The search for many service providers is best begun at your own desk by answering questions about your needs and expectations. This section suggests what you might profitably do on your own before contacting prospective providers. xix

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In the “Red Flags” section, the experts warn you about specific indicators of poor practice or performance.

Finally, today many service professions are “linked.” Suggestions about other professionals who might give you information and guidance about finding a good provider in the field under consideration are given in this section.

What to Look For Working with a service professional should be a collaborative effort. The professional will bring a certain expertise to the table and so must you. This section suggests specifically what kinds of training, background, and skills you can expect from the service provider and, in turn, what may be expected of you. Problems that frequently arise, such as misunderstandings about typical billing practices or about what the provider may legally or practically do, are discussed. In this section the panel of experts will alert you to what they, as insiders, would expect from a good service professional in the field.

Red Flags In this section, the experts warn you about specific indicators of poor practice or performance. Knowing what to look for and what kinds of questions to ask to elicit these indicators during the interviewing process can save you from contracting with a provider who quickly turns out to be someone with whom you cannot work.

Other Considerations What we perceive to be good service is a matter not only of the black and the white of the situation but also varying shades of meaning and subtlety. This fine print, suggest the experts, often means the difference between your satisfaction or your dissatisfaction with the service provider or the process. The panel of experts suggests that providers are willing to offer clients many services that people outside the field may not know about. For example, many accountants are happy to review clients’ loan packages, some animal behaviorists provide over-the telephone consultation, and credit counselors can often give xx

Preface sound advice about forestalling foreclosure on houses.

Trends Changes in service industries and professions obviously affect service providers. One of the most significant and fairly widespread national trends that has greatly affected quality of service is that of consolidations or mergers. Although many of us have had first-hand experience with this trend in such areas as banking and medicine, we may be less aware of the way in which consolidations in fields such as the moving industry, optometry, and pharmacy are affecting us as consumers. As many of the insiders noted, although consolidation is usually presented to consumers as a benefit, the net effect is often poorer service—and sometimes poorer service at increased cost. This section also notes trends that may affect the use of certain services. For instance, hair stylists say that hair coloring, for both men and women, is now one of the most frequently requested services in salons and that no social stigma is any longer attached to use of these products. Similarly, college admissions consultants point out that many corporations now offer educational consultation as a benefit to employees who are considering returning to school for further education.

In “Insider Facts,” the experts provide useful information not usually readily available to those outside the industry or profession.

Insider Facts In this section, the experts provide useful information not usually readily available to those outside the industry or profession. When you know, for example, that as much as 98% of a landscaping service’s business typically comes from repeat customers, you know that, in this very competitive field, landscapers should be eager to please you.

Customer Resources This section lists the professional organizations that set the standards for the training required of practitioners in the field and the acceptable standard of service to clients. Some of these organizations offer consumer referral services and helpful consumer xxi

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Professional publications can show you how professionals in the specialty think, and can alert you to changes in the various fields of practice.

publications. Many now have Web sites that provide these services and news of interest to practitioners and consumers alike. In this section also are listed any consumer groups with a special interest in the specific field of service. These resources may be particularly useful in light of the fact that, although most states (and some counties and cities) have departments of consumer affairs to handle complaints about poor service, they offer little practical help to individual consumers. A state consumer protection office or the state attorney general’s office, which also sometimes handles consumer complaints, is typically concerned with tracking cases of unfair or deceptive business practice. Although you may certainly file a complaint with these agencies, if shoddy service is uncovered, the agency will only file suit to protect the public interest, not yours. Another opportunity for recourse is the Better Business Bureau. In fact, as many of the experts suggested, you should check with the BBB before looking for a service provider rather than after you have had an unfortunate experience with one. (Keep in mind that the information the BBB can provide you is helpful, but limited. Information about those businesses that voluntarily register with the BBB includes the date when the company or individual began business and a description of the kind of business or service offered. The BBB will tell you whether the business has been responsive to filed complaints. More general information about the BBB can be found online at www.bbb.org.) The consumer groups concerned with a specific field of service often provide more detailed and helpful consumer information.

Publications The publications listed in this section are not ones you would typically find in the magazine rack at a neighborhood coffeehouse; instead these are the professional publications most often consulted and read by practitioners in the field. Although some may provide xxii

Preface more technical detail than you want, these publications can show you how professionals in the specialty think, and can alert you to changes in the various fields of practice. The best sources for these publications are a nearby university library, the public library, and, of course, your service provider’s office. In addition, a few of these journals have Web sites that post articles from current or past issues.

Special Features Throughout each chapter you will find: ■ Tips, which are specific bits of information that should be helpful to you in obtaining good service. ■ Stats and Facts, which offer you ways to measure the service, or to consider your need for the specific service, in real numbers. Keep in mind that, because of regional variations, discussion of fees is necessarily in terms of an industry average or a range. At a minimum, each profile will show you how the service-provider typically bills for the work and will help you find out what the going rate is in your locale. And more importantly, it will show you how you can get the best service that you can afford. Good service, as the experts throughout this book suggest, is a matter of establishing a dialogue between the consumer and the professional that leads to a successful collaboration. The service professionals who have provided their time and expertise to this book join me in hoping that you will find it a useful tool in opening the door to such conversations and to such pleasant and productive efforts.

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F

ive hundred years ago, during Italy’s greatest commercial expansion, the Franciscan monk Paciolo wrote what became a future bestseller, Summa, laying down the techniques that are still being used to monitor the world’s corporations and trusts. But accounting traditionally is more than a matter of numbers and formulae. The first certified public accountants in this country were as much experts on such matters as navigation, optics, astronomy, grammar, and gunpowder—the businesses their clients ran—as they were financial masters. Today CPAs are similarly broad-based. They need to be, because the problems they are asked to solve are as varied as the individual and corporate clients for whom they work. The best accountants view themselves less as strictly financial advisers and more as information strategists. Because few of us realize the tax consequences of much of our behavior, an accountant can be most helpful when you work throughout the year with one to plan for your financial success and to minimize your liabilities, including taxes.

Chapter 1

Accountants

Where to Begin It is important to know who can do what in the world of accounting: Tax preparers who work for national chains are paid on commission by the number of returns they file. Their training typically consists of a 75-hour course in filling out tax forms. If your gross income ranges between $24,000 and $36,000 and you have only W-2 income 1

THE CONSUMER’S GUIDE TO EXPERTS

Once you sit down to do your return, it’s too late for nearly all of the tax-saving maneuvers an accountant or other tax pro might steer you toward.

and less than $400 in interest income, a tax preparer should be able to file your return. However, the preparer might miss opportunities for deductions and refunds. But whether you’re working with a tax preparer or an accountant, once you sit down to do your return, it’s too late for nearly all of the tax-saving maneuvers an accountant or other tax pro might steer you toward. Enrolled agents have

passed a two-day IRS tax exam or have worked for the IRS, although they may not have a degree in accounting. (A generation or so ago, many people who wished to practice accounting but could not afford the time or money to obtain a college degree chose to do home study or correspondence courses and then sit for the tax exam.) Many enrolled agents work for CPAs. If the fee charged by an enrolled agent is not significantly less than that of a CPA, you are probably better off working with a CPA. And even if there is a significant difference, you may still be better off with the CPA if your accounting needs are complex. Public accountants are subject to regulation, which varies by state, and not every state recognizes the public-accountant designation. Generally, however, public accountants do not have the breadth or depth of training that CPAs have. Some public accountants are graduates of a four-year accounting program but have not sat for or passed the CPA exam. One major difference between a public accountant and a CPA is that the CPA can attest to or certify a financial statement, meaning that the statement reasonably represents the financial situation of the client, and a public accountant can not. Again, however, if you are going to pay CPA rates for your accounting needs, why not work with a CPA?

are college graduates who have also passed a comprehensive accounting exam. These exams, administered by the states, are based on a uniform national exam. CPAs are required to take a certain number of continuing education courses each year to be allowed to continue practicing accounting.

Certified public accountants

2

Chapter 1 ACCOUNTANTS CPAs also can represent clients before the IRS. CPAs work on three levels: ■ audit, in which they simply use whatever information you provide to fill out forms; ■ review, in which they perform a limited number of checks and make a few suggestions; and ■ compilation, is a complete and thorough examination of financial records. The services of a CPA are particularly useful if you are self-employed, if you own a small business, if your financial situation is changing, or if you make a lot of money. An accountant should also be consulted if you are planning to approach a bank for a loan. Most banks want to see personal financial statements before agreeing to lend money. Your bank, in fact, is a good resource when you begin to look for a CPA. Bankers, lawyers, and owners of businesses in the community can all provide names of respected accountants. (But you should doublecheck by calling the State Board of Accountancy to see whether any complaints have been filed against any of the CPAs on your list.) Increasingly, CPAs are specializing, particularly in the areas of tax compliance, audit, management services, and financial planning. So, in your initial call to a prospective accountant, you should describe your needs and concerns and ask about the CPA’s experience in dealing with your kind of problems. This first contact will also help you determine how well the accountant communicates. A CPA who cannot translate accounting tech talk into lay terms is not going to be a useful team member.

A CPA who cannot translate accounting tech talk into lay terms is not going to be a useful team member.

Tax attorneys typically work directly with CPAs or enrolled agents on difficult cases—and charge accordingly. For example, in a small town, a CPA might charge $80 per hour and a tax attorney’s rate might be $150 per hour. In a city, those figures might be $350 per hour for the CPA and $1,000 per hour for the tax attorney. If you just need your income taxes 3

THE CONSUMER’S GUIDE TO EXPERTS

done, a good CPA is probably your better choice. (In fact, many attorneys won’t file for you.) But if you need to do tax planning or estate planning, you should talk to an attorney. If you have a tax problem with possible legal consequences, you will probably want to work with both a CPA and a tax attorney.

What to Look For An in-office consultation is helpful. You can tell a great deal about a CPA’s work style by seeing his or her workspace. Is the office orderly? Are publications and resource materials current? (A 30-year-old tax code is not a good sign.) Is the office computerized? (Searches that are conducted by computer can save untold research hours and therefore untold CONSUMER RESOURCES money—yours.) AND PUBLICATIONS During this first office visit you should be The American Institute of prepared to discuss in detail your accounting Certified Public Accountants needs. Ask how the CPA might handle your (800-862-4272; www.aicpa.org) file and how much effort would be required can tell you whether an accounof you to put together your records and retant is a member of the institute ceipts and how much time you will need to set and practices in a specialization. aside to meet with the CPA. Be especially alert to how the accountant will handle the gray PUBLICATIONS areas—and there are hundreds, if not thouThe Accountant Today sands, of them in the tax law. If you are by naThe CPA Letter ture cautious and conservative in handling The Journal of Accountancy your money or in dealing with the IRS, you The Practical Accountant probably won’t be comfortable working with a CPA who takes an aggressive stance, pushing the law as far as it will go. Conversely, if your style is to go toe to toe, you likely won’t be happy in a confrontation with the IRS if your CPA hides behind you. Whatever the CPA’s style, look for an enthusiastic approach to work. Memberships in national and state accounting societies, articles published in accounting journals, a master’s degree in taxation, or service on the state board of accountancy are indications that the CPA cares about the work. Participation in the community suggests more than civic consciousness; it also indi4

Chapter 1 ACCOUNTANTS cates that the CPA has a good grasp of your city’s political and financial realities, which can prove especially useful in your local dealings. A well-informed and wellconnected CPA can save you time, money, and energy, even in regard to your personal property. Check the CPA’s academic background. Accounting is a technical field, and training counts. You may be able to get some idea of where the CPA’s interests lie if you ask the CPA to describe a recent continuing education course, although the reality is that many CPAs just take whatever course is available closest to home. Few small firms have the resources to hire experts for in-house training. As a result, solo practitioners or CPAs in small firms must attend professional meetings to learn about changes in the field. Ask whether the CPA will personally prepare your tax returns or will delegate the task. You want to meet the accountant who will handle your file, if it is not the CPA. Also ask whether the CPA would represent you before the IRS in case of an audit or would assign this task to someone else in the firm or even outsource it. Requesting a fee estimate is appropriate. So is asking for a list of clients whom you may call as references. You should feel that the accountant enjoys solving problems. Although accounting is often thought of as cut and dried, it is not. Creativity and persistence are some of the best accounting tools. The CPA should pose questions to you about issues that you didn’t know existed. Your CPA will be privy to the most intimate details of your financial life—and sometimes of your personal life, as well. So you need to ask yourself whether this is someone with whom you will feel comfortable working closely. Interview at least five CPAs. The CPA with whom you decide to work should have spent a lot of time with you, asked you many questions, and listened well to what you had to say. Are you better off with a small or a large accounting firm? Small firms often give more individual attention to clients during most of the year. However, at tax time,

Although accounting is often thought of as cut and dried, it is not. Creativity and persistence are some of the best accounting tools.

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THE CONSUMER’S GUIDE TO EXPERTS

most small firms do not have the time or the staff to review returns several times, a strategy that could save you trouble and money. At a large firm, unless your account is significant and you want to pay for one of the partners to handle it, your file may end up on the desk of a new and inexperienced member. You may want to pay more to hire a more experienced person who can spot a possibility or problem faster—if at all. STATS AND FACTS: The majority of the nearly 400,000 CPAs in this country either practice alone or in a small firm. Individual taxpayers account for about one-half of the revenue in these firms.

Red Flags Avoid any CPA who receives a negative reference, especially from your bank. Most state licensing agencies do not attempt to handle consumer complaints against CPAs, and there is no professional organization to handle such problems. So, your best line of defense is a good offense. Avoid a CPA who promises specific results. As the old joke goes, if you ask, “How much is 2 plus 2?” a CPA should not respond, “How much do you want it to be?” If, despite your best efforts, the CPA you choose does not take the initiative in suggesting solutions to your problems, does not meet deadlines, does not return phone calls, or is disorganized, choose another. Avoid a CPA with a high client turnover. A single practitioner will have difficulty handling 4 TIP: more than 300 returns a year. Accountants who are “filing extensions” (an “Application for Automatic Extension of Time to File U.S. Individual Income Tax Return”) for more than 20% of their clients are probably overextended. Ask about your accountant’s proportion of such filings. While the filing of an extension isn’t necessarily negative in and of itself (though it could delay your receiving any refund), it may indicate that the accountant will be slow to respond to your other concerns. 6

Chapter 1 ACCOUNTANTS Of course, a CPA who is not honest with you, one who suggests a questionable tactic, or one whose work is inaccurate has automatically proved to be a liability.

Other Considerations Accountants usually charge a flat fee for audits and financial planning and an hourly fee for other work, which typically ranges from $80 to $150 per hour, depending on where the CPA is located and his or her experience. A CPA should be willing to issue you a letter of engagement, outlining in detail what he or she will do for you and how you will be charged. This letter should also contain an estimate of the time it will take to complete the required tasks. A good accountant should be available to you throughout the year and, in fact, will want to talk with you about any major financial move, such as refinancing your house or selling stocks. The accountant will also want to review loan packages with you to make sure that the financial terms are reasonable, specifically looking for information about such matters as prepayment penalties, balloon payments, and unusual right of foreclosure. A CPA is an expert at evaluation and at problem prevention. A good CPA will occasionally review your file without being asked, and will call you with suggestions about matters you should consider.

A good accountant should be available to you throughout the year and, in fact, will want to talk with you about any major financial move.

Trends In the U.S., nonaccounting companies are buying accounting firms. Accounting professionals are concerned about this trend because they believe that accounting quality should be driven by state boards, which insist on high standards and consistency, and not by public reporting (profit) requirements.

Insider Fact Many CPAs now provide investment services, such as advising clients about the purchase of specific stocks, 7

THE CONSUMER’S GUIDE TO EXPERTS

bonds, and mutual funds. Several states have laws that prohibit a CPA who has provided an audit, review, or compilation service for a client from receiving a commission from sales completed for that same client. One of the basic ethical standards in accounting is that the same person who sets up books and audits those books can’t, at the same time, make recommendations and profit from those recommendations. It violates the rule of independence. To avoid a possible conflict of interest, some CPAs are practicing solely as financial planners, in which role they may or may not sell investments to clients, depending on how they define their role (see the discussion of Financial Planners). PANEL OF INSIDERS

8

Richard Caturano Vitale Caturano & Co. Boston, Mass.

Peter Kreisel Kreisel Segear & Co. South Burlington, Vt.

Gary Podris Podris & Co. Provo, Utah

James Kaufman Kaufman Rossin & Co. Miami, Fla.

Wanda Lorenz Lane Gorman Trubitt Dallas, Tex.

William Reeb Winters, Winters, and Reeb Austin, Tex.

Stuart Kessler Goldstein Golub Kessler & Co. New York, N.Y. also chairman of the board of the American Institute of Certified Public Accountants

Leonard Miller Miller Wagner & Co. Ltd. Phoenix, Ariz.

Gary Seigel School of Accountancy De Paul University Chicago, Ill.

Stephen E. Pascarella II Pascarella & Trench Providence, R.I.

Michael Soza KPMG Peat Marwick San Francisco, Cal.

W

hen the long-closed doors between China and the U.S. opened in 1972, one of the first emigrants to the West was a 5,000-year-old oriental medical secret. James Reston, in China to cover the historic political occasion for the New York Times, required an emergency appendectomy and was treated with acupuncture for the postoperative pain. Impressed with the treatment, Reston wrote home about the Chinese use of acupuncture for both pain control and for anesthesia. As a result, American medical teams flew to China to see firsthand how the technique was used. Twenty years after Reston’s article was published, the New England Journal of Medicine first reported that Americans were visiting practitioners of unconventional medicine (including acupuncture) more frequently than we were seeing traditional primary-care practitioners and, furthermore, that we were willingly paying out-of-pocket for most of those visits. Experts attributed this changing preference to a growing realization that, although Western medicine superbly handles acute trauma, it does less well when confronted with chronic conditions—a point not lost on the 20% of Americans who suffer chronic pain or disability. In fact, studies published in medical journals over the past ten years have reported that acupuncture provides short-term pain relief in 50% to 80% of cases of chronic or acute pain. And acupuncture has none of the side effects often associated with drug treatment for pain. Acupuncture has also proved helpful in treating

Chapter 2

Acupuncturists

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THE CONSUMER’S GUIDE TO EXPERTS

It is important drug and alcohol addictions. Treatment for addiction with acupuncture has a much lower rate of recidivism to determine than does addiction treatment without acupuncture. what is causing Research is now under way to determine how useful acupuncture might be in treating migraines, vertiyour pain and go, depression, and the consequences of stroke. to rule out Meanwhile, acupuncture is currently used to treat conditions such as back pain, carpel tunnel syndrome, causes for arthritis and menstrual pain. It is also sometimes used the pain that as a form of anesthesia. can better be treated using Where to Begin Generally speaking, the place to begin to search for traditional good acupuncture treatment is in the office of your methods. primary-care physician. It is important to determine what is causing your pain and to rule out causes for the pain that can better be treated using allopathic (traditional Western) methods. It is also a good idea to know something about acupuncture before seeking treatment. There are three basic styles of acupuncture: Chinese, Japanese, and Korean. In all three, hair-thin needles about 3 to 4 inches in length are placed in the skin at various points. Chinese acupuncture needles are a little heavier and placed slightly deeper in the skin; sometimes a weak electrical current is applied to the needles. Japanese acupuncture needles are held on the surface of the skin. Korean needles are applied only to specific points on the hands. Practitioners may naturally believe in their particular tradition, but there does not seem to be much difference in efficacy; the Japanese method seems to produce results slightly more slowly and less dramatically. Physicians are not certain how or why acupuncture works. Doctors trained in the Western medical model believe that acupuncture stimulates the release of endorphins, the body’s natural painkillers, and of natural anti-inflammatory agents. Oriental medical doctors (OMDs) believe that acupuncture restores the normal flow of energy, called Qi, throughout the body. 10

Chapter 2 ACUPUNCTURISTS Allopathic medical practitioners also admit that they often get good results with traditional therapies without understanding why they work. Some researchers estimate that as many as 70% of successful allopathic therapies are not backed by research.

What to Look For Ask your primary-care physician or friends who have been happy with acupuncture for a recommendation. Then check with the American Academy of Medical Acupuncturists (AAMA, listed below), a physician-only organization, to see whether the acupuncturists you plan to call are certified by the academy. STATS AND FACTS: The

first course in acupuncture for medical doctors was taught at the University of California at Los Angeles in 1983. Now more than 40 medical schools offer courses on the healing partnership between the physician and the patient, acupuncture, and self-care (prevention of disease through a healthful lifestyle).

Most acupuncturists firmly believe that the body is not a machine and therefore have reservations that high-tech treatment is always best.

In your first call, ask the physician to describe his or her philosophy of treatment and choice of acupuncture employed. You want to work with someone who will treat your body the way you want it to be treated. Most acupuncturists firmly believe that the body is not a machine and therefore have reservations that hightech treatment is always best. However, along the broad continuum of acupuncture practice and theory, some practitioners are closer than others to the traditional allopathic model of treatment. The task is to find a physician whose philosophy matches your own. It is also important to ask where and for how long the physician was trained in acupuncture and what percentage of his or her practice is devoted to it. For medical doctors to be certified by the American Medical Association to practice acupuncture, they must complete at minimum a 200-hour course in acupuncture from a medical school. 11

THE CONSUMER’S GUIDE TO EXPERTS

CONSUMER RESOURCES AND PUBLICATIONS The National Center for Complementary and Alternative Medicine at the National Institutes of Health (www.nccam.nih.gov) has the mandate to explore complementary and alternative healing practices and to examine the efficacy of these practices using rigorous scientific techniques. Although this organization doesn’t provide referrals for treatments or practitioners, the NCCAM Web site provides consumers with useful fact sheets, databases, and information on a variety of topics, including clinical trials and research projects. The long-established Center for MindBody Medicine (www.cmbm.org) also offers information to consumers online. The FDA Consumer Magazine (www.fda.gov/fdac/fdacindex.html), the official magazine of the Food and Drug Administration, frequently reports on alternative-medicine issues. The current issue and some past issues are available online. The University of California School of Medicine (www.mednet.ucla.edu), a pioneer in the field of complementary medicine, has long provided excellent service in mind-body medicine through several clinics and research projects and through classes and workshops for lay people. Consumer information is available online.

in 1981 to be the umbrella organization for acupuncture practice. It helped establish the National Commission for the Certification of Acupuncturists and the National Council of Acupuncture Schools and Colleges. These organizations support the work of the more than 50 schools of acupuncture and 10,000 licensed acupuncturists in the U.S. The American Academy of Medical Acupuncture (4929 Wilshire Blvd. #428, Los Angeles, CA 90010, 323-937-5514; www.medicalacupuncture.org) was founded in 1987 by a group of medical doctors who had graduated from the acupuncturetraining program sponsored by the UCLA School of Medicine. The only physician-only professional acupuncture society in the U.S., it has chapters in many states. The National Acupuncture and Oriental Medicine Alliance (253-851-6896; www.acuall.org) offers free referrals from a database of more than 8,000 acupuncturists who are state licensed or certified by the National Certification Commission for Acupuncture and Oriental Medicine, which is a member of the National Organization for Competency Assurance and is accredited by the National Commission for Certifying Agencies. PUBLICATIONS

The American Association of Acupuncture and Oriental Medicine (433 Front St., Catasauqua, PA 18032; 610-266-1433; www.aaom.org) was formed

12

Alternative Therapies in Clinical Practice The Journal of Medical Acupuncture The American Journal of Acupuncture Advances (The Journal of Mind-Body Health)

Chapter 2 ACUPUNCTURISTS Acupuncturists who hold the degree of OMD (oriental medical doctor) generally have more extensive training in the technique than do MDs. In addition, many OMDs are trained in Chinese herbal medicine. (See the discussion of OMDs in Chapter 42,Physicians.) There are approximately 3,000 allopathic physicians in the U.S. who also practice acupuncture. Some 500 of them belong to the American Academy of Medical Acupuncturists.

STATS AND FACTS:

In many of the 40 states that license them, OMDs 4 TIP: are held to more rigorous standards of acupuncture practice than are medical doctors who practice accupuncture. However, doctors of oriental medicine are not trained or licensed to handle certain medical emergencies, such as a cardiovascular incident or an allergic reaction during treatment. Ask whether the physician has seen other patients with your specific complaint and whether any of those patients had any side effects from treatment. It is important to find out what might be a reasonable trial period of treatment for you. The cost of the intended treatment also should be discussed. Patients typically pay by the procedure, and rates vary widely. Ask your insurer for referrals to participating alternative providers and the sort of coverage, if any, it will provide. (Some insurers guarantee a discount on fees charged by preferred alternative providers.) You may also be able to submit any out-of-pocket expense for reimbursement by your medical savings account. TIP: Find out whether the physician uses disposable 4 needles. The majority of practitioners prefer this

method, and many patients may be willing to pay slightly more for the peace of mind. However, about 40% of acupuncturists reuse their needles. If that’s the case, make certain that all needles are sterilized and treated in an autoclave.

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THE CONSUMER’S GUIDE TO EXPERTS

A high degree of comfort and trust is essential for successful treatment.

14

Before any treatment, the practitioner should ask you for a detailed medical and personal history.

Red Flags Most acupuncturists (and many other practitioners of the healing arts) agree that healing is a complex process. Human interaction, as well as technology, plays a part, and good rapport between practitioner and patient is important. Therefore, if you are treated abruptly, if the physician seems distracted or rushed or doesn’t give you enough information, you have reason to look elsewhere for treatment. It is not uncommon to dislike being touched by a stranger, much less by a stranger holding a needle. However, in acupuncture, a high degree of comfort and trust is essential for successful treatment. An authoritarian attitude on the part of the physician usually militates against the necessary rapport. A good acupuncturist trains patients to trust themselves, and that includes trusting their responses to the acupuncture treatment. Avoid inexperienced practitioners. Acupuncturists who have worked with an instructor after their formal training have usually handled a variety of patient complaints and can better determine the best treatment for a specific problem. Experienced practitioners also are more likely to recognize behavioral subtleties that may influence the outcome of treatment, such as a significant personality mismatch between patient and practitioner or a patient’s unwillingness to make lifestyle changes to support treatment. You should be concerned if you notice a lack of cleanliness in the office, if the staff gives all or part of the treatment, if you are not required to sign consent forms, or if the practitioner pushes nutritional supplements or other “healing” products. During treatment, the physician should monitor the immediate effects of the procedure. If the physician doesn’t ask for or want feedback from you during treatment, choose another practitioner. Other reasons

Chapter 2 ACUPUNCTURISTS

PANEL OF INSIDERS David Bilstrom, MD rehabilitation and physical medicine Chicago, Ill.

Luke Y. Kim, MD rehabilitation and physical medicine Ypsilanti, Mich.

Penelope Brooks, MD general practice and pain management Milledgeville, Ga.

Nadja Kuller, MD orthopedic surgery Cottage Grove, Ore.

Robert A. Carabelli, MD physical medicine, Hamilton Township, N.J. Robert Carlisle, MD family practice Colorado Springs, Colo.

Patrick J. LaRiccia, MD internal medicine Philadelphia, Pa.

Allen McDaniels, MD general practice San Pedro, Cal. Mark Nemiroff, MD anesthesiology Bristol, Pa. Young K. Park, MD family practice Eldora, Iowa

Pierre G. Regard, MD Bradley T. Lawrence, MD general practice and pain management family practice West Palm Beach, Fla. Phoenix, Ariz. Robert Paul Lee, DO acupuncture Durango, Colo.

to find another practitioner are prolonged treatment without significant improvement and an inability to reach a physician for an emergency after office hours.

Other Considerations Partly because so many primary-care physicians don’t know much about acupuncture, many recommend acupuncture only as a last resort, after more costly and invasive pain-control measures have been tried. However, if you ask, you may discover that your insurer or HMO will pay for early intervention.

Trends Many medical researchers and practitioners now believe that integrated medicine involving allopathic (tra15

THE CONSUMER’S GUIDE TO EXPERTS

ditional), alternative (herbs, acupuncture), and complementary (relaxation techniques, yoga) methods will become commonplace in the future.

Insider Fact Because acupuncture is most often used with other treatments, it isn’t easy to test its success using the scientific methods in which one variable at a time is isolated.

16

y 2030 one in every five Americans will be over the age of 65. Moreover, nearly 4 million Americans alive today have already celebrated their 85th birthday. These statistics suggest the reason that care and housing for the aging population are booming industries in the United States. A generation ago, people who were no longer able to care for themselves went to live with relatives or moved into a nursing home. Those options still exist today. (Currently, nearly 23 million Americans are caring for an aged relative or friend.) According to the Census Bureau, however, the number of parents living with children has actually declined over time, and fewer elderly in this country live in nursing homes than is commonly supposed.

B

Chapter 3

Aged-Care Providers

According to the National Institute on Aging, only 5% of Americans age 65 and over live in a nursing home at any given time, and only 30% of all Americans will spend any time in a nursing home.

STATS AND FACTS:

Today there are many new housing and care options for the elderly, including hiring in-home help, offering room and board in our homes in exchange for help, or simply living with housemates. There are nearly 400 nonprofit shared-housing projects around the country. In shared housing, two or more people share an apartment or a house. Each has a private bedroom, and they share common living areas and such chores as cleaning, shop-

STATS AND FACTS:

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THE CONSUMER’S GUIDE TO EXPERTS

Nearly 6 million Americans have some kind of home care.

ping, and meal preparation. Shared households occur naturally when friends decide to pool resources and lend mutual physical, financial, or emotional support to one another. In addition, some local government agencies sponsor shared housing projects for elderly clients. Home care can mean having someone live in to provide care or having someone come in to perform various services. Nearly 6 million Americans have some kind of home care, and many of these home-care providers are found through an agency or care manager. STATS AND FACTS: Full-time and live-in care can be as expensive as care in a private facility, easily costing as much as $50,000 a year.

Another kind of home care can be found in the continuing-care retirement community (CCRC). These communities offer a long-term contract for assured continuity of services, housing, and nursing care in one location. Services may include meals, housekeeping, transportation, health care, recreation, emergency help, and assisted living (help with bathing and dressing). The advantage of a continuing-care community is that, if you become ill after you join the community and require additional help, you won’t have to move to another community to get what you need. The problem with signing this kind of contract is that no one can predict how much certain services may cost in five or ten years. So most continuing-care contracts do not specify the actual dollar amount that you would have to pay for each service at the time you require the service. To find the kind of community that best suits your current and possible future needs, it is important to understand a few definitions: means that you have your own apartment or cottage in the community. You may choose to eat meals in a common area and participate in social activities.

Independent living

18

Chapter 3 AGED-CARE PROVIDERS means that you need services such as help in dressing, housekeeping, and transportation.

Assisted living

Nursing care is

the third level of service and means that your physical condition is such that you require skilled intervention for medication and nursing services. Residents requiring nursing care typically live in a hospitallike setting.

STATS AND FACTS: There are nearly 1,000 CCRCs in the United States. The average age at entrance to these communities is rising; it now stands at 79 for the independent-living sites and 84 for the assisted-living and nursing-care units.

The first question you need to ask is, Exactly what kind of service do I need right now?

Residential-care homes are facilities, often, actual houses, in which the staff care for a small number of residents. This family-style atmosphere works particularly well for people suffering from senility, who are often upset by large groups. Yet another kind of home care is adult foster care, in which the elderly person lives with foster caregivers in the foster caregivers’ home. This service is usually managed by a state agency. However, not all states have such a program. Medicaid and private insurance are the usual sources for payment to the caregivers. There are several types of nursing homes. Some offer custodial care (room, board and minimal health care services). Some give intermediate care, such as bed baths and massages (nursing assistance). Others specialize in skilled nursing (nursing care available around the clock), which includes monitoring changes in physical condition and giving medications.

Where to Begin The first question you need to ask is, Exactly what kind of service do I need right now? (A stroke may mean you need some short-term, in-home care, while recent loss of a spouse may mean you want new social opportunities that a retirement community could pro19

THE CONSUMER’S GUIDE TO EXPERTS

vide.) The second is, What kind of service might I need in the future? The third question is, Do I want to stay where I am or move closer to my children? (Being near to family is more important to many of us than staying in our homes.) Friends, family physicians, local agencies on aging, gerontology departments of local universities, and national aged-care organizations can all suggest good facilities. Much of the initial research can be done by telephone. Speak to the director or manager of the facility (not a salesperson) and ask these questions: How long has the facility been in existence? ■ Are you licensed by the state? ■ Are you accredited by state or national professional ■

organizations concerned with the quality of service in aged-care facilities? ■

Do you have certification for medicare and medicaid participation? Certification is a complicated process

involving both state and federal social service agencies. Because benefits are paid directly to facilities for services rendered, clients need to be sure that the facility is certified so that it can participate in the payment program. ■ What is the ratio of staff to residents? The appropriate ratio of staff to residents, as well as the combination of registered nurses, licensed practical nurses, and certified nursing assistants, will vary with the type of care residents need. One indication that the ratio is about right is that nursing staff are able to respond in a timely manner to calls for assistance in getting out of bed and going to the bathroom. What are the educational backgrounds and experience of your staff? ■ Are your staff certified in their various specialties, ■

such as nursing, occupational therapy, music therapy, and recreational therapy? ■

To what extent are families of residents involved in facility activities? For example, do families help plan

and participate in some activities? Do family members feel free to drop by anytime? Do family members feel welcome to share an occasional meal? 20

Chapter 3 AGED-CARE PROVIDERS

CONSUMER RESOURCES AND PUBLICATIONS American Association of Homes and Services for the Aging (901 E St., N.W., Suite 500, Washington, DC 20004; 202783-2242; www.aahsa.org) National Association of Professional Geriatric Care Managers (1604 N. Country Club Rd., Tucson, AZ 85716; 520-881-8008; www .caremanager.org) This association can answer questions about the way in which these managers are trained.

202-547-7424; www.nahc.org) National Shared Housing Resource Center (321 E. 25th St., Baltimore, MD 21218; 410-235-4454; www .nationalsharedhousing.org) Continuing Care Accreditation Commission (901 E St., N.W., Suite 500, Washington, DC 20004; 202-783-7286; www.ccaconline.org) PUBLICATIONS

American Association of Retired Persons (601 E St., N.W., Washington, DC 20049; 202-434-2277; www.aarp.org)

Journal of Gerontology Contemporary Long-Term Care Provider Resident Life Retirement Community Business

National Association for Home Care (228 7th St., S.E., Washington, DC 20003;

Will you send me copies of recent regulatory reports and financial reports? ■ Will you give me names of some persons in the facility ■

and names of some of their family members I might call for references?

What to Look For Visit the site in person, if at all possible. If you are considering a facility in another state, have a family member or friend make an initial visit for you, but see the facility yourself before making a decision. If possible, make two visits to the facility, one by appointment and one unannounced. At every facility, whether a nursing home or a CCRC, you should be greeted with courtesy and respect. In every type of community, residents and staff should appear happy and involved. 21

THE CONSUMER’S GUIDE TO EXPERTS

Any facility should promote independence and wellness on behalf of residents.

A homelike atmosphere is important because the facility is home to those who live there. Easy interaction between residents and staff is critical. The presence of animals, a pet cat or dog, is another good sign. Eat a meal or two in the dining room. If you are considering a CCRC, visit the kitchen that prepares the meals for residents who wish to eat in their own apartments. Ask the dining manager to see sample menus. How are food allergies and food preferences handled? Do residents have any say in menu decisions? In living areas, you should see actual rooms or apartments, not just a model. In a CCRC, you should look at storage areas and garages to make certain that the space available to you meets your needs. Storage areas are especially important if you are moving from a house to an apartment. Most of us vastly underestimate the amount of stuff we have. Participate in a few activities and meet your potential neighbors. If you don’t like the residents, you won’t be happy in the community. Ask for a calendar of the community’s activities and events and a directory of organizations and social groups that meet. It is important to find out what kind of interaction there is between the facility and the greater community. Do any residents work part-time, volunteer in the town, or attend local religious services? Conversely, do local residents volunteer in the facility? Are religious services held at the facility? How about meetings of local civic organizations to which residents might belong? Any facility should promote independence and wellness on behalf of residents. Residents should have the right to make choices about large and small matters, including meal times, noise levels, visits from grandchildren, and entertainment of friends. Make a point to find out what the community’s rules are. TIP: Aged care is a regulated industry, and you should 4 be aware not only of the facility’s rules and regulations,

but also the state’s regulations about the way that facilities are managed. For example, various state legislatures, working on the assumption that the elderly 22

Chapter 3 AGED-CARE PROVIDERS cannot be trusted to make simple decisions on their own behalf, have passed legislation that specifies exactly when and how much residents of certain care facilities are to eat and how many hours of sleep they are to have. If residents of these facilities do not cooperate with the regulations, the facility can be cited. Ask the facility manager to tell you about the laws governing facilities in your state. Financial considerations should be spelled out in great detail and in writing. Aged care is a volatile industry. Mergers are common, and financial instability is fairly widespread. You need to be absolutely clear about what the entrance fees and the monthly fees are and what they include. If services are unbundled, can you afford to pay separately for the services you want and need? What happens if you sign a contract and later want more services? Can you move from one area of the facility to another (independent living to nursing care, for example) and what will such a move cost? What happens if you sign a contract and subsequently need more health care than the facility can provide? There are almost as many types of contracts for aged care as there are kinds of aged care available. For example, CCRCs often offer a choice of an extensive contract, which includes future unlimited long-term nursing care (for little or no increase in your usual monthly payments), a modified contract (a specified amount of additional nursing care covered), or fee-forservice (you pay daily rates for all nursing care you need). In CCRC contracts, you have to make a choice between refundable and nonrefundable fees (fees refunded to your estate when you die and your apartment or condo is sold).

There are almost as many types of contracts for aged care as there are kinds of aged care available.

Watch for hidden charges. For example, some 4 TIP: CCRCs require residents to purchase long-term-care insurance if they don’t already have it, regardless of the current level of care that they are seeking. This requirement can add as much as $300 to your month23

THE CONSUMER’S GUIDE TO EXPERTS

Ask for and carefully read a copy of the rules of the facility. Would you enjoy living in this community?

ly bill. The contract will specify whether you must purchase the insurance through the facility, which may provide a group rate with an insurer, or whether you are free to shop. Before signing any kind of aged-care contract, it is a good idea to have your banker or accountant review the contract and the financial statements of the facility. Ask for and carefully read a copy of the rules of the facility. In many cases, the facility rules are as binding as the contract you sign. The bottom line is, would you enjoy living in this community? STATS AND FACTS: Twenty years ago residents of care communities wanted more structure than residents of communities today want. Freedom is a big selling point now. The trend is toward staff and resident joint management of such matters as social activities and housekeeping.

Red Flags There should be no detectable odors in any kind of care facility. In an assisted living facility or nursing home, residents should be alert. A lot of sleepy residents is an indication that residents are being overmedicated or have to little to do. Restraints should not be used in nursing homes. Falling occupancy is often a sign of mismanagement. You should ask about occupancy rates over a five-year period. Neglected grounds and physical plant or inadequate staff or high staff turnover may also indicate mismanagement or financial trouble.

Other Considerations Most aged-care experts suggest that you make decisions about what kind of care you want and which facility you want to provide it long before you actually need 24

Chapter 3 AGED-CARE PROVIDERS help. Most good care communities have waiting lists. This is an advantage, because it means that capacity has not been overbuilt in the region, which can result in the financial instability of facilities competing for a limited pool of residents. The other advantage to planning is that you can save for the kind of care you want or buy insurance to help with the cost. STATS AND FACTS: The

entry fee for a CCRC averages about $60,000 to $125,000, and the monthly fee, $1,000 to $1,800. Nursing-care costs can easily run $100 to $200 per day. Assisted-living care, according to the American Association of Homes and Services for the Aging, costs on average $1,800 to $3,200 or more per month. Rules for refund of fees to residents’ estates after their death, if any, vary widely between facilities. The proportion returned depends on how long they resided there and what services they used. Be especially careful if a care community you are considering is under construction. Many states now require a corporation to have sold a certain number of units before construction can begin. If you put down a deposit, make sure it is in an interest-bearing account. You should make it a point to get the accumulated interest when you move in.

Trends The idea of aging in place, which means that residents are not forced to move to a nursing home when they need more care, is gaining widespread acceptance. One of the current trends is the offering of CCRC services, such as use of the nursing facility, to people who do not live in the CCRC but are residents of the town. This arrangement can benefit both the facility and the residents of the town if the town lacks certain medical services and the care community can supply these services at a reasonable cost without shortchanging members of their own community. Many small communities lack gerontology specialists, and this shar25

THE CONSUMER’S GUIDE TO EXPERTS

ing of expertise is one way to provide these services at nominal cost to the town. There is also a widespread trend in facilities toward emphasis on wellness programs to avoid illness or to speed recovery. A third trend is the offering of equity options in the facility to residents. The advantage to this is that the facility managers must answer every day to onsite owners. The disadvantage is that care facilities have, in the past, been an unstable industry. It is important to check out the facility’s management company before investing.

Insider Fact A phenomenon that is not only affecting the aged-care industry but also is having a great impact on several American communities is the NORC, or Naturally Occurring Retirement Community. An NORC is a place that draws older persons because of such attractions as good weather, inexpensive housing, a university, and a healthy arts community. A large influx of retired persons, who often do not contribute much to the tax base, can strain community resources. On the other hand, NORCs are often good sites for aged-care facilities, which bring new jobs to a community. Although retired persons tend to be careful spenders, they do spend money on medical care, recreation, hobbies, and eating out.

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Chapter 3 AGED-CARE PROVIDERS

PANEL OF INSIDERS Ron Andrews administrator Harvest Hill Lebanon, Vt.

John G. Huber Jr. executive director Kendal Crosslands Kennett Square, Pa.

Terry Dion Cavacas Loretto Home Rutland, Vt.

Cynthia Dunn director Judson Park Cleveland, Ohio

Christine Halloch Hunt Community Nashua, N.H. Ansling Holt executive director Village in the Green Longwood, Fla.

Richard Lysle director Kendal at Longwood Kennett Square, Pa. Brenda Schill Converse Home Burlington, Vt.

Sr. Lora Ann Slawinski chairman Life Services Network of Illinois Lemont, Ill. Margaret Spencer director of nursing Fairlawn Good Samaritan Village Gresham, Ore. Barbara Wise Bayview Gardens Retirement Community Clearwater, Fla.

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t was love at first sight. But finding the spots that Spot leaves on the living-room carpet or the scratch marks that Tiger inscribed on your new dining room table is definitely straining your relationship. You are not alone. Veterinarians estimate that 45% to 90% of pet owners have complaints about their pets’ behavior. There is a growing awareness among both pet owners and professionals who work with animals, however, that humans can and do have a great influence on animal behavior. Training a cat to come when called or teaching a bird to have some manners are possibilities that no longer seem just the stuff of Saturday morning children’s programs.

I

Where to Begin

Chapter 4

Animal Behaviorists and Pet Trainers

Pet owners usually want to prevent behavioral problems or to fix them. In the first case, you will want to find a good trainer, preferably even before you bring your new puppy home. Many trainers offer puppy socialization classes, which they sometimes call puppy kindergarten. Formal obedience classes typically begin when the puppy is six months old, although many trainers prefer to go immediately from socialization to training. Some trainers are even willing to take on the task 4 TIP: of training pet owners, teaching you exactly what you should do to prepare for the arrival of the new member of your family.

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THE CONSUMER’S GUIDE TO EXPERTS

Most behaviorists and trainers believe that we do not intentionally cause our pets additional problems.

If, however, you have already moved from the “How can I get him to do what I want him to do?” stage to the “How can I get him to stop?” stage, you may need an animal-behavior specialist. These specialists know that there is a big difference between being able to observe a pet’s behavior and understanding what that behavior means, particularly because many pet owners tend to anthropomorphize pet behavior and assume that their pets are behaving just as they would under similar circumstances. This assumption often leads, the experts say, to inappropriate treatment and inappropriate ways of trying to change the behavior. And the wrong treatment is usually, at the least, unfair to the animal and, in extreme cases, may harm the pet.

Although there is a large body of popular litera4 TIP: ture about dog and cat behavior, recent research suggests a lot of this information is wrong. In the case of dog behavior, many early conclusions were reached by generalizing from wolf packs to domesticated dogs. Dog owners were, therefore, told that it was important to show their dogs who was boss. In fact, such confrontational behavior on the part of humans often makes pet-dog behavior worse. Animal behaviorists tend to give the human end of the animal kingdom the benefit of the doubt. Most behaviorists and trainers believe that we do not intentionally cause our pets additional problems. Most of us just do not understand who animals are. TIP: Animal experts say that if we all knew animal 4 learning theory, our pets would not have to guess at

what we want from them. The experts say the message we most often give our pets is something like, “Keep behaving until you do something I don’t like, and then I’ll punish you and you can try to figure out what you did wrong.” Fortunately, most problems with pets are much less 30

Chapter 4 ANIMAL BEHAVIORISTS AND PET TRAINERS complicated than the owners believe they are. Because many behavioral problems have their roots in a physical problem, the place to begin is in the veterinarian’s office. If disease and abnormality have been ruled out, the next step, behaviorists suggest, is to look at the environment. A kitten may not be using the litter box because she does not like the brand of litter you are putting in it. An older cat may not be eating because you changed its food to a brand it doesn’t like. If commonsense changes do not solve the problem and if the behavior is threatening the quality of life in your home or the safety of you or your pet, it is time to talk with a professional.

The first task is usually to teach both pet and owner to “listen” to each other.

What to Look For A broad variety of animal experts are available to help pets and their owners: trainers, veterinarians, applied animal behaviorists, and veterinary behaviorists. specialize in obedience and building a relationship between the family and the pet. The first task is usually to teach both pet and owner to “listen” to each other. A good trainer can provide information about positive reinforcers for good behavior, proper nutrition and exercise, the meaning of your animal’s body postures, and the nature of its social interaction with other animals. Your veterinarian’s office might have a list of good local trainers. Other sources of names are kennel clubs, pet supply stores, the National Association of Dog Obedience Instructors, and the Association of Pet Dog Trainers. If you see a particularly well-behaved dog on your evening walk with your puppy, you might also take the opportunity, while the dogs are exchanging pleasantries, to find out some useful information about trainers from the other dog’s owner.

Trainers

The cost of training when done one-to-one is usually about four times the cost of group training. Fees for training vary widely. However, a typi-

STATS AND FACTS:

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THE CONSUMER’S GUIDE TO EXPERTS

cal fee for a 6-to-8-week group training class might run $70 to $110. Private training can cost $30 to $70 per hour, plus travel expenses for the trainer. When you call the trainers on your list, the following questions are definitely in order: Are you a member of any training organizations? Where did you learn to train? What was covered in the training? ■ How long have you been in the business of training? ■ What methods do you use? ■ Do you work in classes or one-to-one with pets and owners? ■ May I have a list of references to call? ■ ■

There are three basic types of training methods: 4 TIP: Traditional training, in which punishments are used to startle the animal into obeying or food is used to reward the desired response; the lure/reward method, in which a treat is used to help the animal figure out what behavior is wanted; and a method that focuses on teaching the animal to make good choices. Although the family veterinarian is usually the first person asked about animal-behavior problems, schools of veterinary medicine vary widely in the amount of training they give in behavior science. Some schools

CONSUMER RESOURCES AND PUBLICATIONS State veterinary medical associations are the best sources for information about local veterinarians who have specialized training in animal behavior.

Association of Pet Dog Trainers (P. O. Box 3734, Salinas, CA 93912-3734; 1-800-738-3647; www.apdt.com) PUBLICATIONS

Animal Behavior Society (Indiana University, 2611 East 10th St., #10, Bloomington, IN 47498-2603; 812-856-5541; www.animalbehavior.org)

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Animal Behaviour Journal of Experimental Psychology: Animal Behaviour Processes

Chapter 4 ANIMAL BEHAVIORISTS AND PET TRAINERS have a required course, and others do not. Some require clinical experience in animal behavior and others have no such requirement. However, a small number of veterinarians are animal-behavior specialists. STATS AND FACTS: These veterinary specialists will probably hold membership in either the American College of Veterinary Behaviorists or in the Animal Behavior Society. At this time, only five veterinarians in the U.S. are members of both professional societies. Designation as a certified applied animal behaviorist

from either or both of these professional societies is the best assurance that the behaviorist you and your pet are seeing has the right combination of a solid theoretical background and clinical training in a school of veterinary medicine or in a graduate program in animal behavior. Applied animal behaviorists are often called in for last-resort cases—in which the animal will be euthanized if its aggressive or phobic behavior cannot be changed. These professionals also have great success undoing the effects of abusive or negative training. This type of work performed by a certified animal behaviorist is costly. A typical fee is $125 per hour.

Red Flags The experts advise that you avoid any training or retraining that involves the use of choke chains, shock collars, or pinch or prong collars. A recent study conducted at Tufts University Veterinary Facility showed that, even when these devices were properly used, nearly 92% of the dogs trained on choke chains suffered spinal injury. Experts also advise avoiding trainers who seem preoccupied with publicity and spend more time dropping the names of persons whose animals they have trained than addressing your concerns.

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THE CONSUMER’S GUIDE TO EXPERTS

One of the advantages of positive training is that it eliminates owners’ guilt about using harsh techniques.

Other Considerations Some universities that have schools of veterinary medicine or graduate programs in animal behavior offer phone, e-mail, or fax consultations. Although consultations are usually more effective when done in person, these services are a good option if a visit to a behaviorist is not possible. Although dogs have been used for some time as companions to the blind, they are now being trained to assist people with a number of other disabilities. Assistance Dogs of the West (www.assistance-dogs-intl.org /memlist.html) is one organization that trains dogs to open doors, turn on lights, and pick up items. Canine Companions (www.caninecompanions.org) is another. Although this kind of training is costly, there is an overall savings to the owner who does not have to hire human help. The American Humane Association has recently released the results of the first project ever undertaken to develop standards of practice for trainers under the title Guidelines for Humane Dog Training.

Trends The most obvious trend in the field of animal training and behavior change has been the greater acceptance of methods of positive enforcement and the decline in use of any punishment in training. This acceptance is based on research that has provided more information about the emotions of animals. One of the advantages of positive training is that it eliminates owners’ guilt about using harsh techniques.

Insider Fact About 14% of dogs experience separation anxiety when their owners are absent. This can be a subtle cause of a variety of behaviors troubling to owners and an ongoing problem if the owner works outside the home or travels much.

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Chapter 4 ANIMAL BEHAVIORISTS AND PET TRAINERS

PANEL OF INSIDERS Allan Bauman president Association of Pet Dog Trainers Wooster, Ohio Linda Goodloe, PhD animal behaviorist New York, N.Y. Suzanne Hetts, PhD Animal Behavior Associates Littleton, Colo.

Patricia McConnell, PhD Dog’s Best Friend Black Earth, Wis.

also the Veterinary Behavior Clinic Southern Pines, N.C.

Michelle Romero The Refined Canine West Haven, Conn.

Nancy Williams coordinator Animal Research System National Institutes of Health Bethesda, Md. also private consultant

Barbara Simpson, DVM, PhD adjunct associate professor North Carolina State University College of Veterinary Medicine Raleigh, N.C.

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H

istorians say that when we humans began to build permanent shelter, we also began to create civilization. Architects are professionals who forge that connection and bond between people and places through creation of structures. Modern architects, while artistic creators in their own right, draw on the architectural traditions of ancient Egypt, early Greece, the Roman Empire, sixth-century Byzantium, the seventh-century Arabic world, Europe, and, more recently, the Far East, and prehistoric North and South American civilizations. But today’s architects have some concerns and opportunities—building codes, zoning laws, and a rapidly expanding palette of materials—that ancient architects could not have imagined.

Where to Begin

Chapter 5

Architects

Architects are in the business of giving form to a mind’s-eye image, theirs and yours. This bit of magic is made much easier if you and the architect think somewhat alike. To reach this meeting of the minds, begin by looking at buildings—lots of them—in your town. You should also browse through several design publications. You will quickly begin to recognize a general style that is pleasing to you. Create a file of clips or take some photos of buildings you like. Then find the names of the architects who have designed them. The American Institute of Architects can also refer you to architects in your area who do the kind of work you want done. Next, jot down features of your current house that 37

THE CONSUMER’S GUIDE TO EXPERTS

Architects are problem solvers. A good architect should be able to come up with several solutions for each problem.

please or displease you. Create a “space and place” wish list based on your household’s activities. (Every house has space in which to eat and sleep, but do you need a place in which to build rockets or mount neighborhood operatic productions?) Most construction, whether new or a redesign, begins with a need or wish. Architects are problem solvers. A good architect should be able to come up with several solutions for each problem. Have you picked out a lot or site for your house? Will the architect need to fit the 5,000 square feet you want on a long, narrow, inner-city lot? Do you want the architect to design a house to blend into a red rock mesa or to help you find a piece of property on which to build? What time constraints do you have? What financial resources are you counting on to finish the building? Do you like thinking about details? Do you want to pick out every doorknob or do you want the architect to create a “look” and not bother you with what it takes to get there? Careful thinking before you approach an architect and then equally careful planning with an architect can save a great deal of money in actual construction costs and in irritation. In the first place, it is much less costly to change plans on paper than it is to make these same changes midconstruction. Good design can save a fortune in utility bills over several years’ time. An architect can suggest materials that fit your budget now and require less upkeep later. Good plans also save time and money when you are dealing with a general building contractor. Good drawings make it easier for a contractor to bid on your project, and good plans save time and trouble in the actual construction. Once you have a clear idea of what you will be bringing to the project, it is time to make appointments to interview architects.

TIP: Architects can help with much of what has to hap4 pen before actual construction begins. Unless you have 38

Chapter 5 ARCHITECTS a great deal of time on your hands, you are usually better off letting the architect take care of site studies and zoning approvals. Be prepared to look beyond the present. Unlike many of us, architects think in the long term. Your current problem may be that you have a house with two bedrooms, one of which you use for a home office, and a baby on the way. An architect will be interested not only in this information, but also in your guess as to whether you will still be living in your house ten years from now.

What to Look For It is a good idea to visit at least three and perhaps as many as five firms to see portfolio examples of completed projects that are similar in scope and price to yours. Many architects can also arrange for onsite visits to their completed projects. Such visits can be helpful if you have trouble translating two-dimensional photos and drawings into three-dimensional reality. Ask the architects to describe some of their favorite projects. This will give you some idea of their design philosophy.

An architect will be interested not only in your current needs, but also in your guess as to whether you will still be living in your house ten years from now.

STATS AND FACTS: More than $300 billion is spent annually in the U.S. for new construction and renovation.

Also ask about the training and background of the firm’s members. Most states require that a practicing architect be a graduate of one of the 105 schools of architecture accredited by the National Architectural Accrediting Board, which is the only agency authorized to accredit U.S. professional degree programs in architecture. All states require an internship and a passing grade on the Architect Registration Examination, administered by the National Council of Architectural Registration Boards, before licensure. Every architectural firm offers a unique mix of skills and interests. You are looking for one that not 39

THE CONSUMER’S GUIDE TO EXPERTS

only matches your project, but also has a work style with which you will be comfortable. Ask how the architects would approach your project. How often would you meet with them? How do they make decisions and set priorities? What other professionals, in and out of the firm, would they involve and at what points in the project? Nearly 30% of the approximately 95,000 architects practicing in the U.S. are selfemployed. Many firms have fewer than five members— not a large number to handle the amount of detail that is part of the design process. However, unless your design project is very complicated, a good small firm can do an excellent job and possibly give you more personalized attention and time.

STATS AND FACTS:

Does the architect seem enthusiastic about the opportunity to work on your project? Lack of enthusiasm can easily translate into missed deadlines and a less than exciting building process for you. TIP: When you ask for cost proposals, make sure you 4 provide each firm with the same information, in the

same detail, so that you can really compare the figures. Architects can provide many services. A package of basic services might include preparation of a preliminary design (called a schematic); preparation of a final design (this is usually the end product of several iterations and much consultation with the client); help in finding and negotiating with a general contractor; preparation of documents, such as variance approvals and building permits, to be used by the general contractor; and supervision of the building process to make sure that it conforms to the design plans. Architects frequently serve as mediators in the dis4 TIP: putes that can occur between client and contractor during the construction process.

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Chapter 5 ARCHITECTS Architects also help with site studies and environmental analyses (when required by the city or state), and they can prepare planning and zoning applications (and walk them through the required meetings). STATS AND FACTS: There are four main methods of payment for architectural services—percentage of construction cost, hourly rate, stipulatCONSUMER RESOURCES ed (negotiated) sum, and sum per unit—plus AND PUBLICATIONS various combinations of these methods. There The American Institute of is usually a schedule of payments rather than Architects (1735 New York a lump-sum payment. In addition, the client Ave., N.W., Washington, DC typically pays separately for such matters as 20006; 202-626-7300; legal descriptions and soil engineering. Acwww.aiaonline.com) cording to the American Institute of Architects, an architect’s fees will usually run about Society of American 10% of constructions costs, more or less.

The American Institute of Architects provides architects with a list of suggested services. Ask to see the list and go through it with the architect. Also ask to see a standard contract and project plan and make sure that you understand the elements and terms of each. You should be clear about the method the firm uses to document progress on the project. This is important in case there is a dispute about payments to subcontractors or the bank that holds your construction loan is concerned about deadlines.

Registered Architects (100 Pinewood Rd., Suite 2A, Hartsdale, NY 10530; 914-332-5430; www.sara-national.org)

American Institute of Building Design (991 Post Rd. E., Westport, CT 06880; 800366-2423; www.aibd.org) PUBLICATION

Architectural Record

Your local AIA chapter can give you a copy of the 4 TIP: Architect’s Qualification Statement (B431). This form provides useful information about an architect’s credentials. Before you sign up with an architect, you should verify that you will be satisfied with the four major components of the architect’s work: design style, technical skill, cost, and quality of service.

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THE CONSUMER’S GUIDE TO EXPERTS

Good architects are as careful about selecting 4 TIP: clients as clients should be about selecting architects. Architects know that good design is a collaborative effort.

Red Flags Architectural design is, in large part, a conversation. If, during the interview process, you sense that the architect is not listening to you, you need to find another architect. Avoid architects who attempt to impose their vision on your house or insist on a particular solution to a problem. Inability to detail specifics or provide options may mean that you are talking with an architect who is not detail oriented or one who has trouble conceptualizing a project as a whole. But those two skills are what you pay an architect for.

Other Considerations Today, many architects specialize. As a result, some architects may choose not to bid on your project because they prefer doing a specific task or focusing on certain design problems. It is not reasonable to expect a guarantee or warranty from an architect. Architecture is art as well as science, and even the law has recognized that it is impossible to insure a creative effort. You can expect architects, however, to honor and fulfill the particulars of your contract with them.

Trends Many architects would rather design a house that reflects the present time than design a house reminiscent of another era. There is also a trend toward considering individual structures as parts of neighborhoods, and neighborhoods as small communities within the larger community. Practically speaking, if you want a glass box but 42

Chapter 5 ARCHITECTS the neighborhood is filled with farmhouses, the architect may try to convince you that your glass box—and perhaps you—would be happier in another setting.

Insider Fact Experienced architects know that making drawings is not making buildings and that manipulating machinery is not solving problems. These architects worry about the current emphasis placed on the computer in the design process, believing that the computer is a means to an end, not vice versa, but they acknowledge that the computer has speeded up production and has allowed architects to create forms previously nearly impossible to design. See also Building Contractors.

PANEL OF INSIDERS James Castanes Castanes Architects Seattle, Wash. Leland Cott Bruner Cott & Associates Cambridge, Mass. Joseph Eiffert Loveless Eiffert & Golphenee Bellevue, Wash. Don Goo Wimberly Allison Tong & Goo Honolulu, Hawaii

Thom Greene Greene & Proppe Design Inc. Chicago, Ill. Milton Grenfell Grenfell Architecture Charlotte, N.C. Diana L. Hoffman Hoffman Associates Summit, N.J.

James Olson Olson Sunberg Architects Seattle, Wash. Edward J. Seibert Seibert Architects Boca Raton, Fla. Samuel W. Van Dam Van Dam & Renner Architects Portland, Maine

Patricia Motzkin Berkeley, Cal.

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he business of the United States is business. That was the old version. The new version might well be that the business of the United States is law. There are now nearly a million lawyers in the country handling 100 million cases filed each year. (Most of these cases are civil suits relating to divorce, property, or automobile injury, although over the past 20 years, there has been a 75% increase in the number of criminal cases filed.) The practice of law has changed dramatically in this country in the past century. Going to court to resolve issues was once taken as a sign of near incompetence among law professionals. Today the American Bar Association merely suggests that members should avoid frivolous suits. The old legal ideal that the lawyer’s loyalty was to the law itself has apparently changed; the new legal realism now maintains that the attorney’s job is to represent his or her client as zealously as possible. It appears that we Americans are in favor of this approach and want to believe that many of life’s problems have a legal solution. The best legal minds, however, will tell you to exercise some caution before seeking the services of a lawyer.

T

Chapter 6

Attorneys

Where to Begin The experts say that the first question you should ask yourself is, Do I need a lawyer at all? You may have other alternatives: ■ Many typical consumer problems, such as those related to obtaining and using credit, are governed by 45

THE CONSUMER’S GUIDE TO EXPERTS

federal rules, not case law requiring a lawyer’s knowledge or interpretation. For example, the Fair Credit Billing Act provides for a specific procedure that creditors must follow in resolving consumer complaints about such things as an unauthorized charge to your bill or a charge for goods or services that weren’t delivered to you or weren’t accepted by you in accordance with your agreement with the seller. ■ If your car requires repairs that you think the manufacturer should pay for, you can seek redress first from the dealership, then from the manufacturer, and if that strategy fails, you can complain to your attorney general’s consumer-protection office; nearly all the states and the District of Columbia have lemon laws, although their provisions vary. ■

If negotiation with the source of your difficulties fails,

then you might want to seek mediation (by which you reach mutually acceptable terms) or arbitration (if you can’t agree, the arbiter can rule on the case). To find a mediator, consult your local bar association, county clerk, city attorney general’s office or a neighborhood citizens’ dispute-settlement center. You can find an arbitrator through the American Arbitration Association (800-778-7879; www.adr.org). ■

Or, you could resolve your problem in small-claims court, if the damages that you’re seeking are below

your state’s small-claims limit (which vary from just $1,000 to as much as $25,000). Even if you ultimately seek the assistance of a lawyer, you can use many of the resources listed below to educate yourself about your options, which will ultimately save you time and money. All of that said, if the property or relationships in question are significant or you will be living with the disposition of it for a long time (such as in a divorce where children are involved), a lawyer can save you money and trouble. In a criminal action, a lawyer is essential. Some states require lawyers to handle real estate transactions, while others permit closings to be han46

Chapter 6 ATTORNEYS dled by brokers. Depending on the amount of money involved and the complexity of the real estate deal, a lawyer’s fee might be a good investment anyway. You can do your own will, although you may be asking for legal problems if you don’t do it right (see the discussion of estate planners beginning on page 155). Traffic court you probably can handle on your own. STATS AND FACTS: Popular

press to the contrary, suing is not a good get-rich-quick tactic, even if you’ve been injured or think that you have. The average amount a plaintiff sees in a personal-injury settlement is closer to $50,000 than to several million. Also consider this: Contingent attorney’s fees typically consume 30% to 40% of the settlement and additional legal costs may consume even more. As lawyers have been known to say, “No one ever wins a lawsuit.” Once you have determined that you need an attorney, ask for recommendations from friends, co-workers, and neighbors who have recently used legal services. (It’s important to keep in mind that most lawyers these days are specialists. Lawyers who specialize in business law, no matter how well qualified they are to practice business law, may not know much, if anything, about adoptions and will probably not want to handle one.) Moreover, when it comes to legal services, studies have shown that consumer satisfaction is often related to the type of problem that brings the client to the lawyer’s office in the first place. Clients usually express greater satisfaction about their attorney’s performance in adoptions than in divorces or criminal proceedings, for example. If you need a lawyer to help with a business or real estate transaction, there are a number of experts in the community—such as bankers and accountants who work with business lawyers—who might recommend lawyers they respect. Other lawyers are also a good source of suggestions. If you used an attorney to close on a property and now need someone to handle a di47

THE CONSUMER’S GUIDE TO EXPERTS

vorce, the first lawyer might be able to suggest someone for the second job. Folk wisdom has it that a call to the state or local bar association will net some good prospects: Maybe so, and maybe not. Many bar associations merely CONSUMER RESOURCES go down their list, naming each member in AND PUBLICATIONS turn, when making recommendations. The state bar association can, however, tell you National Resource Center for whether or not a particular lawyer is licensed Consumers of Legal Services to practice in your state. (6596 Main St., Gloucester, VA Moreover, only five states have the option 23061; 804-693-9330; of permanent disbarment, and many states www.nrccls.org) reinstate as many as half the disbarred lawyers who apply for reinstatement. Each Useful Web sites include: state has its own code of ethics based on the Nolo.com, FindLaw.com, American Bar Association’s Model Rules of Lawyers.com, and USLaw.com. Professional Conduct. Browsing through a copy of Best Lawyers HALT—an Organization of in America (most libraries have a copy) can Americans for Legal Reform give you some valuable information. In this sponsors an Internet resources book, frequently updated, lawyers are rated clearinghouse (www.halt.org/links by their peers. Martindale-Hubbell, a legal di.cfm), with a list of links to a wide rectory, is another useful resource for such variety of legal resources. facts as the date of a lawyer’s admission to the bar, area of e xpertise, and law school PUBLICATIONS attended (see also the Martindale-Hubbard Each legal specialty has its own Lawyer Locator online at: www.martindale journal. However, Trial Magazine, .com/locator/home.html). published by the American Trial The next step is to make calls to the Lawyers Association, provides lawyers on your list to determine whether an interesting look into the they handle cases like yours, how they bill for legal mind. their services, and whether they charge for an initial consultation.

What to Look For Before interviewing a prospective attorney, you should have in mind exactly what you want out of the situation that brings you there in the first place. (Do you just want your neighbors to pay for the damage to your fence caused by their building contractor, or do 48

Chapter 6 ATTORNEYS you want reparation and a good relationship?) What approach do you want to take to solve the problem? It is important to choose a lawyer whose style matches the job to be done—and your own style. There is a difference between a lawyer who is like a tenacious pit bull when representing the client’s interests and a lawyer who is intent only on getting his or her own way. Good lawyers are flexible, because matters that come to a lawyer’s attention are seldom black and white, and circumstances may change in the course of solving the problem. Lawyers need to be able to argue more than the way they want the law to be. After you explain your problem, let the lawyer ask some questions. When you feel the lawyer has a good grasp of the issues, ask, What would you recommend for me in this situation? Open-ended questions often elicit a great deal of information about options. You need to know how much experience the lawyer has in his or her field of expertise. Is the lawyer a member of any professional organizations? Has the lawyer written about the subject at hand? Does the lawyer teach at a law school? Is the lawyer board-certified by the state bar in a specialty? (Not all state bars certify, but certification might mean special competence.) How often does the lawyer handle cases like yours? Will the lawyer give you references? TIP: A lawyer who has sample documents on hand to 4 show you probably handles a fair number of cases like

yours and won’t have to charge you as much to produce boilerplate documents. It is also wise to ask how long the lawyer thinks it will take to resolve your problem. Also ask, What are all the possible outcomes? How often will the lawyer be in touch with you to inform you of the progress of your case? What kind of information will the lawyer be giving you? (No lawyer should make any vital decisions without discussing them with you.) Who will be working on your case? Some lawyers offer the client the op49

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Because fees are probably the most frequent cause of difficulty between attorneys and clients, it is important to be clear at the outset about expectations.

tion of doing some of the work, such as delivering documents, to cut costs. Ask whether an associate of the law firm could handle your case. The fee might be 20% to 50% less if an associate, rather than a partner, works with you. Now is the time to ask about fees. Because fees are probably the most frequent cause of difficulty between attorneys and clients, it is important to be clear at the outset about expectations. Ask how the lawyer charges and how often you should expect bills; whether there will be any charges for such services as delivery of documents in addition to the fees; whether the bills will be itemized; and whether the lawyer is willing to put details about fees in writing. In law, time definitely is money. Rates for legal service now average $100 to $500 dollars per hour—unless you happen to be a performer or an athlete, in which case your attorney will earn a percentage of what you make. STATS AND FACTS:

Lawyers typically bill hourly, but some charge a flat fee for some services or, in the case of a personal-injury claim, work on a contingency basis. If the lawyer will be billing hourly for your case, ask what is the smallest part of an hour for which the lawyer will be charging you. Lawyers bill in one-tenth, one-sixth, or full-hour increments. You will save money if the lawyer bills in smaller increments of time. More and more lawyers are quoting flat fees, particularly for simple cases and those for which they have a clear idea of how much work will be required. In personal-injury suits, a contingency fee is common; the attorney gets a percentage (typically anywhere from 10% to 35%) of the amount awarded the client. Most states do not permit lawyers to work on contingency in divorce or criminal cases. If you opt to join a prepaid legal service, make sure you understand what kind of service you will get. For about $100 to $150 per year, such plans may allow unlimited consultation with members of their legal staff, 50

Chapter 6 ATTORNEYS many of whom are lawyers who work for other firms and freelance for prepaid firms. One possible problem with a prepaid service is that the lawyer to whom you are assigned may not be the best lawyer to handle your specific type of problem; make sure that you can change to another. Because most people are never involved in a lawsuit, such insurance is generally a poor investment. Good lawyers will outline in advance all the costs, issues, options, and risks for the client. They also will work with the client to develop a plan with a goal and then take timely actions to meet that goal. The client should receive frequent reports about the progress of the case and notification of any modifications to the original plan. If a lawyer is unwilling to work in this manner, you should look elsewhere for the service that you need. At the end of the interview, you should ask yourself, Is this someone with whom I can be open and honest? How well does the lawyer communicate? Do I have the feeling this lawyer will work for me and not for him- or herself?

Red Flags If, during the interview, the lawyer makes what seem to be unrealistic promises, you should keep interviewing. Lawyers who overpromise are likely to be underestimating the problem or overestimating their own ability to deal with it. Lawyers who talk more about the latest hot legal topic than they do about your problem may not be right for you. Great skill in theory and expertise in practice are not always found in the same lawyer. If the lawyer seems to have a better understanding of the other person’s position or seems to identify more naturally with the other side, there may be a conflict of interest the lawyer hasn’t mentioned. Unfortunately, most clients don’t know they are getting poor legal service until they are already working with a lawyer, say the experts. Signs that an 51

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earnest talk with your lawyer is needed might include phone calls that aren’t returned, documents that look sloppy, billing at the lawyer’s rates for what is clearly paralegal work, or any breach of the guidelines set up in the interview. It is important to talk with your lawyer if you become uncomfortable with any strategies being used or if your lawyer doesn’t seem to remember your case or the status of your case when you talk.

Other Considerations In the U.S. the law emphasizes the rights of the individual, and new laws are establishing new “rights” all the time, particularly in areas such as injury, fraud, discrimination, and contracts. Although we function in a legal system that is the envy of much of the world, we also live in a real world where, for every action, there is usually some kind of opposite action. In the case of American law, our ability to pursue legal satisfaction of PANEL OF INSIDERS W.D. Cross Morrison & Hecker Kansas City, Mo.

Peter Peterson Clark, Mize & Linville Salina, Kan.

Lisa Schultz Schultz Law Firm Las Cruces, N.M.

Bruce Ducker Ducker, Seawell & Montgomery Denver, Colo.

Paul I. Rosenberg Fox and Fox Newark, N.J.

Anne B. Shumadine Mezzulo & McCandish Norfolk, Va.

Sharryn E. Ross Ross, Martel & Silverman Boston, Mass.

James Warden Blackwell Sanders Matheny Weary & Lombardi Overland, Kan.

John Howie Howie and Sweeney Dallas, Tex. Ralph I. Lancaster Jr. Pierce Atwood Portland, Maine

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Thomas Scott Bullock, Scott, Neisig & Owens Midland, Tex.

Raymond Wexler Kirkland & Ellis Chicago, Ill.

Chapter 6 ATTORNEYS our rights usually results in huge expense and stress. Many lawyers, well aware of the fact that it can take a civil case several years to go through the courts, encourage clients to consider resolution through mediation or arbitration. In fact, many states require that some issues, particularly divorce, be handled by a mediator, whose job is to listen to both sides and make suggestions about resolution.

Trends If the so-called English rule becomes law in this country, working out solutions before going to court will become more than a good idea. The change would require that both lawyers and clients carefully evaluate the merits of every case before pursuing legal remedy and that mediation and arbitration be used much more frequently. In fact, most states have already gone to mandatory mediation in child-custody cases, and many of the best legal theorists and practitioners believe that it is only the extremely rare case that should ever go to court. Besides, as these professionals point out, in court what is a judge but a mediator?

Many of the best legal theorists and practitioners believe that it is only the extremely rare case that should ever go to court.

Insider Fact In most states lawyers pay into a protection fund, created from bar dues, for clients who have been taken advantage of by unscrupulous lawyers who have kept unearned advances or stolen client funds. Any dissatisfied client can file a complaint against a lawyer with the state bar association. Although the bar will typically prosecute the lawyer and award damages only in egregious cases in which obvious irreparable harm has been done to the client, state bars are sensitive to public perception of the legal profession.

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he typical new car is a computer on wheels. As many as 15 computers control such functions as the speed of the windshield wipers, sparkplug timing, and the antiskid function of the brakes. In fact, automotive technicians will tell you that the owners of recent-model car have more computing power at their fingertips than the early astronauts had to pilot their spacecraft. Today’s automotive-repair technicians have had extensive electronics training, and they use this information and training to diagnose trouble in the engine, ignition, electrical and fuel-injection systems, power train, transmission, differential, lubricating system, the front axle, wheel suspension, steering mechanism and braking system.

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Where to Begin

Chapter 7

AutomotiveRepair Technicians

There are several kinds of automotive-repair shops and each type offers a little different kind of service: stock most parts for the automobiles they sell. In addition, dealer service departments are usually well supported by the automobile manufacturers themselves, who provide frequent written updates about technical problems and send representatives to train and work with technicians in the dealership service departments. The manufacturers also work with those service departments to cover warranties. So, if your car is still under warranty, your first stop for regularly scheduled maintenance and repairs should be a dealership, though not necessarily

Car-dealer service departments

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The key to finding a good mechanic is to look before you need one.

the one from which you bought the car. Often dealerships have a so-called secret warranty arrangement with the manufacturer. Under these secret warranties, the manufacturer will pay the dealership to fix problems found in specific makes and models after purchase, even if the car is otherwise out of warranty. The problem is, dealership service departments rarely tell customers about these warranties. If something goes wrong with your vehicle, ask the dealership if there is a policy adjustment available for your particular kind of vehicle. (See “Consumer Resources,” below.) Service stations and general repair shops are typically owned or managed by independent technicians and mechanics. These technicians may or may not have access to all the equipment found in a dealership service department. However, many of these mechanics are excellent generalists, and they often charge much less than will a dealership service department for out-ofwarranty repairs. Specialty shops are just that—shops that perform only one kind of repair, such as brake service, change of oil or other lubrication, or a limited range of repairs. You can get quick and competitively priced service in these shops, but the emphasis is often on replacement rather than repair.

are nearly always associated with a mass merchandizing outlet, such as Sears. Replacement parts in these shops are frequently discounted and the technicians are usually well trained. However, the emphasis is on services that can be done quickly.

Mall automobile service departments

The key to finding a good mechanic is to look before you need one. Read your car maintenance manual and give yourself a month in advance of your next suggested servicing to check out garages. You can generate a list of automotive repair techni56

Chapter 7 AUTOMOTIVE-REPAIR TECHNICIANS cians by asking friends and colleagues about the garages they use. Members of local car clubs and people who collect cars are another source of names. A phone call to the Better Business Bureau can assure you that no complaints have remained unresolved against any of the garages on your list. Ask specifically about what kind of complaints were filed and how those complaints were handled. (Anyone can file a complaint, justified or not. Resolution of complaints is a better guide to quality of service.) It’s a good idea to see how a shop performs on a small service, such as an oil change, or a minor repair before you need a major repair. If the shop completes the small service on time, returns your car to you clean, and offers a warranty on certain repairs and services, it is worth considering. STATS AND FACTS: We Americans spend nearly $90 billion each year to fix our cars. Furthermore, more than 12% of a typical family’s disposable income goes to owning and maintaining its vehicles.

What to Look For When looking for a good mechanic, you can judge by presentation, at least in part. A clean, organized facility with modern equipment in the bays is an indication of the quality of work and care you can expect. Look at the vehicles in the parking lot. They should be equal in value to your own car. The staff should be courteous and able to answer your questions. You should ask: ■ How long has the garage been in business? Longer is definitely better. Happy repeat customers are what keeps mechanics in business. ■

Will the garage charge you separately for diagnostic fees? This is fairly common these days when electron-

ics are the backbone of most vehicular systems and the equipment to find out what is going on under the hood costs a small fortune. ■ What are the shop’s labor rates? Repair shops usually 57

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charge by the hour. Those hourly rates vary by type of car, type of service provider, and region. ■ What methods of payment are acceptable? If you have found an independent repair shop where the only acceptable form of payment is cash, exercise some caution. The mechanic may be trying to circumvent local laws and regulations governing repair shops. Ask about the business license. ■ Does the shop guarantee its work? Although there is no standard warranty for repairs, you might ask whether the repair shop is a member of the Motorist Assurance Program, sponsored by the Automotive Maintenance Repair Association. This program sets standards for service that cover such areas as personnel training, inspections, written estimates, work authorization by vehicle owner, warranties, and classification of parts as new, remanufactured, rebuilt, or used. This organization suggests a limited minimum warranty of 90 days or 4,000 miles covering parts and labor. ■

What are the training and the background of the shop’s service technicians? Are they certified by the

CONSUMER RESOURCES AND PUBLICATIONS The National Highway Traffic Safety Administration’s Web site (www.nhtsa.dot.gov) is a treasure trove of information for owners of vehicles. At the Web site you can access an automobile safety hotline, information about crash tests, vehicle equipment, and other research and development topics, and conduct a search of summaries of Manufacturers’ Technical Service Bulletins by single year, make, and model. National Institute for Automotive Service Excellence (13505 Dulles

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Technology Dr., Suite 2, Herndon, VA 20171; 703-713-3800; www.asecert.org) National Automotive Technicians Education Foundation (13505 Dulles Technology Dr., Herndon, VA 20171; 703-713-0100; www.natef.org) PUBLICATIONS

Automotive Body Repair News Motor Age Motor Magazine Collision Repair Industry Insight Body Shop Business

Chapter 7 AUTOMOTIVE-REPAIR TECHNICIANS National Institute for Automotive Service Excellence (ASE)? Look for trade-school diplomas and certificates of advanced courses, as well as customer-service awards. Certification of technicians by ASE is not easy to obtain. One-third of those who take the test fail. Those who pass all eight ASE exams (for such specializations as parts, engine machining, and collision repair) earn the designation of master auto technician. ■

Do the shop’s technicians specialize in particular automotive systems or repairs? Many technicians special-

ize these days. Ask whether the garage specifically handles the kind of repair you need and whether the technician who will be working on your car is certified to do the kind of repair you need done. Talk with the owner or manager of the shop. Ask for a tour. Inquire about the kind of repair information (manuals, CD-ROM systems, technical hotline access) available to technicians. Talk with some of the technicians. A shop that is too busy to deal with a prospective customer is probably too busy to do a good job for the customers it has. Find out about the shop’s warranties. Most shops offer some kind of warranty on parts or labor or both. TIP: When you take your car in for repairs, describe 4 the symptoms but don’t try to diagnose the illness. In

the first place, that is, of course, the technician’s job. But, like some medical doctors, auto technicians can be influenced by your call and may, without consciously meaning to, want to reflect well on your judgment.

Red Flags It should be standard policy for a service writer to give you a written estimate of the cost of the proposed repairs. The shop should also call you after the diagnostics have been run to let you know the results of the tests. You should request approval of any changes to the estimate that exceed 10% of the original total. A reputable shop will be willing to give you the 59

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names of some customers as references. Beware the shop that cannot or will not provide these names. A reputable shop will also keep all the old parts for 4 TIP: you. In addition to being an obvious visual check on work done, this parts return is also a subtle guard against the temptation for a repair shop to replace a good working part so that it could be resold. Sometimes it takes more than one try to solve a problem. A good garage will want to retain your business by keeping at the problem until it is fixed. One of the best ways for you to ensure that the problem is resolved is to test-drive the car after the repair and before you pay the bill. If you feel that the problem has not been corrected, leave the car at the shop. Nearly 80% of customers who purchase car service today are women. Many shops now hire female automotive experts, offer courses in car maintenance for their customers, and provide comfortable waiting rooms, sometimes with play areas for children. If this level of service is available to you, it is unnecessary to settle for less.

Other Considerations A good technician will try to provide the maintenance necessary to prevent major and costly breakdowns. Your best guide to these suggested repairs and maintenance checks is your owner’s manual. Many states, counties, and cities have laws that govern auto repair. State consumer-protection offices have information about these laws. Some states, for example, have car-repair laws that mandate a ceiling on the cost of certain repairs, require that the hourly rate charged by shops must be posted in those shops, and prohibit the installation of used or rebuilt parts in your vehicle without your knowledge. If you can’t resolve a repair problem with the dealership or the repair shop, contact your local or state consumer-protection office for advice on how to proceed. 60

Chapter 7 AUTOMOTIVE-REPAIR TECHNICIANS One of the best things you can do for your car, 4 TIP: yourself, and your auto technician is to keep a good vehicle-repair history. This history is as helpful to an auto technician as a medical history is to a physician and for the same reason: Most problems do not just suddenly materialize. Furthermore, the repair history can suggest possible weak systemic points the technician should keep an eye on.

Trends Many automotive professionals are concerned about the decreasing number of qualified technicians. Technicians today need to pursue a college-prep track in high school and complete at least two years of specific training at an accredited trade school. Before going out on their own, they should spend at least five years working with a certified mechanic. This system produces highly trained technicians, but, unfortunately, fewer people are willing to invest the time and money it takes for the training. Such training is ever more important, because although cars have become more reliable and are generally running longer and better, when they do have a problem, the automotive systems are so complicated that it takes a great deal of skill and expensive equipment to get to the heart of the problem and to fix it. STATS AND FACTS: There

are only about 400,000 certified auto-repair technicians in the U.S. The rate of technicians to vehicles has dropped from one technician for every 73 vehicles in 1950 to one technician for every 142 vehicles today, according to a report issued by the National Association of Attorneys General. Continuing education is necessary in this fast-moving field. Many technicians are concerned about a trend among the Big Three (Ford, General Motors, and Chrysler) to substitute videotapes for the live instructors they used to send out for in-house training. Although the videotapes are fine as far as they go, they 61

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can’t replace watching someone actually work through a problem. They won’t touch on all the questions that arise, and technicians lose out on opportunities for hands-on (“Feel the torque?”) learning. STATS AND FACTS: Nearly 80% of all repair work goes to independent (nondealership) shops. The do-it-yourself repair market has steadily declined since 1982 because of the amount of computerization in automobiles and the amount of expensive test equipment necessary to diagnose problems.

Insider Facts In a recent survey conducted by the National Association of Attorneys General, it was found that very few automotive repair shops are dishonest. Consumer problems more often arise from poor communication skills on the part of service technicians than from a lack of technical knowledge. Many automobile owners are neglecting to have routine maintenance performed. Industry insiders note PANEL OF INSIDERS Henry Benis Essex Technical College Essex Junction, Vt.

Larry Pavey Brake Parts Inc. McHenry, Ill.

Betty and Joe Torchiana Torchiana Automotive West Chester, Pa.

Gene A. Gardner president Automotive Service Industry Association Elk Grove Village, Ill.

Ron Reiling executive director Automotive Service Professionals of Missouri Eureka, Mo.

Andy Watt Auto Mechanics Dept. Jefferson County–DuBois Area Vocational Technical School Reynoldsville, Pa.

Tom Mettner president Council of Advanced Automotive Trainers Lawrenceburg, Ind.

Peter Sullivan Progressive Diagnostics Co. Bellaire, Tex.

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Chapter 7 AUTOMOTIVE-REPAIR TECHNICIANS that poor maintenance results in unsafe vehicles, air pollution, and higher repair bills. As one expert said, “The average car costs about $30,000. What other investment that costs this much would you not maintain?” The best thing you can do to maintain the life of your car—and your own confidence and convenience—is to adhere to the schedules for recommended maintenance as outlined in your owner’s manual.

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hirty years ago if you said “banker,” most Americans would have pictured a conservatively dressed man behind a mahogany desk. Today, the same word may evoke an image of an ATM machine or a computer screen. A generation ago your banking options were few: You could open a savings account and a checking account, get a loan, or rent a safe-deposit box. Walk into a bank today, however, and you are faced with nearly as many choices as a mall shopper. Instead of signing up for the checking account, you must select one from as many as six or eight different kinds. Savings accounts have also come a long way. In addition to passbook savings accounts, a bank representative might talk with you about certificates of deposit, money-market deposit accounts, and Christmas clubs. Credit cards, trust and investment advice, and homeequity loans are other services likely to be presented for your consideration.

Chapter 8

Bankers

Where to Begin Before you go shopping for a bank and a banker, decide which services you need. Location and hours of service are not the issues they once were. Bank branches are found in major grocery chains, malls, and office buildings. ATMs seem to have sprouted on every corner. Fees, however, are an important consideration. Fees have increased dramatically over the past five years, and customers are now charged for services previously given free of charge. This increase is due to 65

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higher rates for overdrafts, bounced checks, and check photocopying, plus new charges for such services as using the ATM or depositing coins. Some banks even charge when you make a deposit. Bank rates are not cast in stone. The 10,000 banks 4 TIP: in this country know they are competing for your banking business not only against one another but also against credit unions, savings and loan companies, stock brokerage firms, and insurance companies. You can begin your search for a bank and banker by telephone. Compare fees, loan rates, and the interest amounts paid on savings accounts from several institutions. It would be unusual for the same bank to offer both the lowest loan rate and the highest savingsaccount interest in town. Many banks offer packages of services, and the more banking services you use, the better the rates you will get. It is important to think ahead. Establishing a good relationship with a banker now can expedite a car loan later.

What to Look For There is more to banking than money. All banks offer the same services, perhaps at slightly different rates, but the real bargain in banking today is a good relationship with a banker who can serve as a personal, unpaid financial adviser. You have a big advantage when your banker knows something of both your business and your personal finances. Look for a banker who is involved in the community. Only about 10 cents of every deposited dollar belong to the bank’s stockholders. A good part of the rest of the dollar should be invested locally. A banker who is active in the community will have a better idea about where that money should go. Seven out of ten persons in the U.S. are self-employed or work for a small company. STATS AND FACTS:

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Chapter 8 BANKERS Many bankers worry that elimination of local banks, which have traditionally supported the small-business sector, is particularly damaging to this important economic sector. It is important to ascertain whether bankers who work for large regional or national banks have local decision-making power. (Even in a large bank, loan approval should not take more than 24 to 48 hours.) In community banks it is also important to know that you are dealing with someone authorized to make decisions. Modern bankers have the ability to look beyond your financial statement to assess the probability of your business success. Excellence in banking today requires the ability “to think outside the box.” Ebenezer Scrooge might not approve, but astute bankers know when and how to take prudent risks. Good bankers not only value honesty and a straightforward approach, but they model these qualities. They will be both courteous and frank in their dealings with you.

It is important to ascertain whether bankers who work for large regional or national banks have local decisionmaking power.

Red Flags All bank employees should have the authority to do their job. It is not a good sign if whoever is helping you frequently makes a statement such as “I’ll have to check with Mr. Smith about this.” Typically, a customer who has only checking and savings accounts with a bank is not a profitable customer. So banks market other products. Availability of a wide range of products may, in fact, benefit customers as long as customers do not feel that good service is tied to the number of products purchased.

Other Considerations Bankers are aware that their banks usually do not offer the best interest rates in town. Many banks try to compensate by offering such services as sweep accounts, in which your money is moved daily into and out of a 67

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money-market account to increase your interest. Good banks also employ such tools as electronic reconciliation (a process by which your bank’s version of what is happening in your account can be compared with your own computer’s version of that same account when you download the bank’s information into a software package on your machine), high-speed data processing (to get statements out more quickly at the end of the month), and tightly monitored account analysis to give both the bank and the customer more timely information (the sweep account, mentioned above, is one version of this). Many banks now support customer downloading of statements and other documentation through Internet links. This is a valuable service if you are using a money-management software program, which will allow you to download the account information directly into the program, thus avoiding rekeying. TIP: Although banks are adding branches in stores and 4 other convenient locations, they’re not adding space

for safety-deposit boxes, and in some markets, there’s a “crunch” in availability of the boxes and waiting lists for renting one. If you think you will be in the market for a safety-deposit box, start looking for one sooner than later.

CONSUMER RESOURCES AND PUBLICATIONS Division of Consumer and Community Affairs, Board of Governors of the Federal Reserve System (20th St. and Constitution Ave., N.W., Washington, DC 20551; 202-452-3667; www.federalreserve .gov/consumers.htm)

Washington, DC 20429; 800-424-5488; www.fdic.gov/consumers/consumer)

Office of Consumer Programs, Federal Deposit Insurance Corp. (550 17th St., N.W.,

PUBLICATION

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American Bankers Association (1120 Connecticut Ave., N.W., Washington, DC 20036; 800-338-0626; www.aba.com)

The American Banker

Chapter 8 BANKERS

Trends Many bankers are concerned about the trend toward bank consolidation. They believe that much financial modernization is not modern at all, but rather is reminiscent of the days when a few big banks dominated the industry. Bankers know that increased fees nearly always follow a merger, and that many low- to moderate-income persons have already been forced to forgo banking services because they cannot afford the increased fees. Consolidation also frequently results in fewer loans to small businesses. Yet, bankers recognize that ours is a mobile society and that moving is much easier for those who deal with a national or large regional bank. Most bankers are excited about new delivery channels, such as use of the personal computer to download statements. Many banks now offer stock market updates and financial advice online. Small-business customers of one major national bank can access information about personnel issues and marketing through the bank’s Web site. Catalog marketing has entered the world of banking. Banks that use this marketing tool usually provide a toll-free and 24-hour service for customers who wish to sign up for new products and services. In addition, information about new products is often available on the banks’ Web sites.

Two great bargains in banking today are senior-citizen accounts and direct deposit.

Insider Facts Two great bargains in banking today are senior-citizen accounts and direct deposit. Senior-citizen accounts, sometimes offered to persons as young as 55, typically have no minimum and no monthly fee. In addition, if you sign up for paycheck direct deposit, the bank will often waive fees. Bank consolidations and fee increases will probably not solve the real problem that banks are facing, which is the drop in the amount of money that people keep in banks. Twenty years ago customers had about 34% of their assets in checking and savings accounts; today that figure is 17%. 69

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PANEL OF INSIDERS J. Sue Anderson banking consultant Topeka, Kan.

S. Joe De Haven Indiana Bankers Association Indianapolis, Ind.

David Ballweg president Community State Bank Union Grove, Wis.

Jed Fanning president Norwest Bank Las Cruces, N.M.

Keith Colbo Montana Independent Bankers Helena, Mont.

Julian Hester CEO Community Bankers Association of Georgia Atlanta, Ga.

Edwin Clift Merrill Merchants Bank Bangor, Maine

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L. Gary Knight president Livermore Falls Trust Co. Livermore Falls, Maine

William J. McGurk president The Savings Bank of Rockville Rockville, Conn. John E. Rossell III president Heritage Bank of Commerce San Jose, Cal. Robert J. Wingert Illinois Bankers Association Springfield, Ill. Thad Woodard North Carolina Bankers Association Raleigh, N.C.

ot only is a house the largest investment most of us will ever make, it is an investment that we live in as well as with. In addition to the economic reality that a house represents, the place we call home is a powerful symbol. Building contractors are aware of these facts. They know that clients expect from them nothing less than the ability to build a dream (clearly seen in the client’s mind but often a little fuzzy when described to the contractor). Clients also want this magic performed economically (under bid). What most of us as clients are less clear about is our role as the contractor’s partner in making all this happen.

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Where to Begin

Chapter 9

Building and Repair Contractors

Building or remodeling is as much a time problem as it is a spatial problem. So the first questions you need to ask yourself are: ■ What are my time constraints? Do we have to be in a house or have the second bathroom finished before the kids are out of school for the summer? Before a wedding? Before winter begins and we’re facing six months of blowing snow? ■

What is my tolerance for prolonged mess and having my schedule interrupted? Building a house is similar

to assuming a second job. You will need to participate in frequent site inspections. You will have to make trips to look at product options. A remodeling will be a near-constant disruption until it is finished. ■ How involved do you want to be? Do you enjoy doing 71

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finish painting and installing lighting fixtures, or do you just want to walk into a finished room? ■ Are you a perfectionist? Can you live with the fact that no building or remodeling project has ever been perfect? When will good enough be good enough for you? Once you have a clear idea of the kind of contractor’s partner you want to (or will) be, you can begin to develop a list of potential contractors with whom you might want to work. Start by visiting houses on local homebuilders’ tours. On a home tour, seeing the work of several builders allows you to more easily compare styles, cost, and quality. Other good referral sources are local architects, landscape architects, and interior designers, who often have strong feelings about builders and may be willing to share their opinions. Bankers, building-materials suppliers and subcontractors can give you names of contractors with whom they like to work. (They will also sometimes volunteer names of contractors who do not meet commitments). TIP: It is helpful to find out whether a contractor has a 4 line of credit or only a checking account with his or her

bank. A line of credit requires that a loan officer review the contractor’s business. Loan officers are keenly attuned to the fact that making money and having a healthy cash flow are two different matters. A contractor who is strapped for cash may be unable to pay subcontractors or vendors, leaving you in the very undesirable position of ending up with a subcontractor’s lien on your property or possibly having to pay twice for the same materials or service to get your project completed. Friends and relatives who have recently built or remodeled will often eagerly share both good and bad building experiences. Another source of referrals is a local homebuilders’ association, particularly one that 72

Chapter 9 BUILDING AND REPAIR CONTRACTORS requires peer review for registration. These organizations will often give you names of contractors who do the kind of project you have in mind. Homebuilders’ associations are listed in the telephone directory as state associations, such as the New York Homebuilders’ Association. Avoid even considering working with someone who shows up on your doorstep to make a pitch or who comes around on the heels of a fire, flood, or other disaster that has affected your property. Also avoid telemarketers. Many contractors who solicit business using these methods have no office other than their trucks and are difficult or impossible to track down if you are unhappy with the quality of their work.

An estimated 96% of businesses in the construction trades fail, most within the first five years of operation.

What to Look For Once you have developed a list of prospective contractors, plan on doing several hours of research. Consider this time an investment in the project. Time spent now will save you both time and money later. Your first call should be to the local Better Business Bureau or consumer affairs agency. It is common for even good contractors to have an occasional complaint lodged with the BBB. The key question to ask is, Did the contractor resolve the complaint issue? An estimated 96% of businesses in the construction trades fail, most within the first five years of operation. The Better Business Bureau typically receives more complaints about builders and remodeling contractors than about any other business group—with the exception of retail sales shops. But the BBB estimates that only approximately 20% of the complaints filed against contractors are valid.

STATS AND FACTS:

The next call you make should be to the agency in your state that regulates the building industry. This agency can tell you whether a contractor is currently licensed and registered, and how long the contractor has been in business. 73

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While you have someone at the regulatory agency on the line, check to see whether your state has a recovery fund for consumers. Many agencies require contractors to pay into a recovery fund for reimbursement to homeowners who have legitimate claims against unscrupulous contractors. The next step is to call the contractors on your list who have passed muster to this point. Briefly describe to each the project or building you have in mind, and ask two questions: ■ ■

Do you frequently do this kind of project? Can your schedule accommodate my project on my timetable?

If the answer to each question is yes and if your first impression is positive, make an appointment to speak with the contractor at greater length. TIP: Personality factors are not insignificant when you 4 are working with a contractor over a period of several

months. Pay attention to your feelings and ask yourself whether this is someone you want in your home every day. Many talented contractors are not comfortable with too much formality. You may get a better sense of the kind of person the contractor is and the type of job he or she might do for you by letting the contractor ask you some questions about what you have in mind. It is also helpful to find out what kinds of projects the contractor most enjoys doing and how he or she got into the business. Besides getting an idea whether this person is someone with whom you can work, you will want to come away from this initial meeting with answers to the following questions: ■

How many projects does the contractor work on at one time? Contractors who employ their own crews

probably need to have several projects going at one time, so as not to have to pay the members of the crew to sit around waiting to perform their special74

Chapter 9 BUILDING AND REPAIR CONTRACTORS ized tasks. However, contractors who are spread too thin over many projects have a management problem, and they simply may not have the energy, mental or otherwise, to deal adequately with the details of your project. ■

How does the contractor stay in touch with the client?

How often would the contractor want to meet with you? Whatever the contractor suggests should reflect your comfort level as well as the contractor’s. ■ Who will actually run the job? Will a supervisor be onsite every day? It is best if the contractor visits the site at least once a day and more frequently during parts of the process that are difficult to undo or redo if a mistake is made. ■

Will the job be done on a relatively uninterrupted basis? This is an especially important question to ask

if you are having a “small” project done—that is, small in the contractor’s eyes, not yours. No job is ever small to the homeowner. Many contractors will begin one of these small jobs and then pull their crew off to work on a bigger project. You need a realistic schedule for completion of your project.

If you are having a remodeling job done, you are entitled to be able to live through the process— albeit at a reduced standard of living.

If the project is a remodel or repair, you need to know who will be doing the daily cleanup, where workers will park their vehicles, whether they will need to use your bathrooms, where materials will be stored, and what hours the workers will be on site. If you are having a remodeling job done, you are entitled to be able to live through the process—albeit at a reduced standard of living. Although the crew obviously cannot remove all building materials at the end of each working day, you should discuss up front what working hours the crew will keep, which entrance to your home they will use, and so on. Although contractors do not expect homeowners to act as host to their crews, many customers have found that the building or remodeling process often goes much more smoothly and quickly if an occasional glass of iced tea or some homemade cookies are offered to the crew. 75

THE CONSUMER’S GUIDE TO EXPERTS TIP: Pay attention to the contractor’s truck, office, and 4 equipment. Contractors who don’t take care of their

own things are not likely to be much more careful with yours. Ask to see what kind of contract the builder uses. If the builder pulls out a form that came from an officesupply store, you may be dealing with someone who doesn’t have much business experience. Experienced builders will have customized contracts that reflect what they have learned through the years, often through sad experience. These contracts usually better protect both the client and the contractor. A good contract should indicate start and finish dates, the payment schedule (see the discussion of step payments, below), specifics about products and materials, and a detailed description of the work to be performed. Also ask to see sample draw requests, which show how frequently the contractor asks for and receives partial or step payments, and job logs, which will give you some idea of how quickly and efficiently projects are finished

CONSUMER RESOURCES AND PUBLICATIONS National Association of Home Builders (1201 15th St., N.W., Washington, DC 20005; 800-368-5242; www.nahb.com). The association’s research center, which opened 35 years ago, conducts research and analysis in areas such as product quality and product development, energy conservation, land use and planning, and construction methods. The NAHB is happy to share its wealth of information with the public as well as with member contractors. You may obtain information by writing or calling.

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National Association of the Remodeling Industry (4900 Seminary Rd., Suite 320, Alexandria, VA 22311; 847-298-9200; www.nari.org) National Kitchen and Bath Association (687 Willow Grove Ave., Hackettstown, NJ 07840; 800-401-6522; www.nkba.org) PUBLICATIONS

Builder Magazine National Repair & Remodeling Estimator National Construction Estimator

Chapter 9 BUILDING AND REPAIR CONTRACTORS and how skillful the contractor is at using the time of the crew members. Today, many of the best builders use video cam4 TIP: eras to document their work. This documentation can be very useful if you and the contractor disagree about work that has not been done to certain specifications. For example, were the pipes in the crawl space wrapped? These discussions are more easily solved by viewing a video tape than by hiring attorneys. Ask whether you can also take a look at some completed projects. What means good quality to one person may mean barely passable to another. Also ask for at least five client and five subcontractor references—and follow through by calling them. If a contractor is hesitant to give you names, take this contractor’s name off your list. When you check client references, try to get some idea of the scope of the projects the contractor completed, so that you have some point of comparison with the project you have in mind. Also ask the references whether the work was completed on time and on budget, if problems were settled to their satisfaction during the actual construction process, whether the contractor was willing to come back to fix things after completion, whether the contractor’s work has stood the test of time, and whether the client would hire the contractor again. Try to find out what kind of experience subcontractors have had working with the contractor. This may be a challenge, as subcontractors depend on the contractor for their livelihood. But you can ask: Were they paid on time? Was the contractor organized? Was he ready for their services when they arrived on site? A contractor who does not inform a subcontractor about a change in the timeline is going to be dealing with a subcontractor who will not be eager to quickly return to your project. The contractor’s lack of courtesy or management skill is not your fault, but you may pay in terms of an extended completion date.

When you check client references, try to get some idea of the scope of the projects the contractor completed, so that you have some point of comparison.

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Ask the contractors to include a written description of what they are including— and not including— in the bid.

When your list of possible contractors is narrowed to three or four names, it is time to ask for bids. It is important to remember that these bids are going to be comparable only if the contractors are, in fact, all bidding on the same thing. This means that you must be as specific as possible. Contractors will want to know what you want in terms of materials (grade, color, type) and a generally acceptable price range. You should, in addition, ask the contractors to include a written description of what they are including in the bid and a written description of what they are not including in the bid. It might be helpful to both you and the contractors to also ask for a breakout of different costs according to category, such as site work, cement work, electrical, and doors and windows. Finally, some contractors will be willing to give you a bid that lists alternatives and their costs (metal windows versus wood frame windows, for example). There are two basic financial agreements for construction projects: Fixed-price bid. From the client’s point of view, the good thing about a fixed-price bid is that you know where you stand. The contractor can’t add to the fee after the contract is signed. The drawbacks are that you will have to pay separately for any changes you wish to make and that a contractor will typically bid a fixed-price bid a little higher to cover the risk of unforeseen problems. Time and materials. The contractor will give you a bid on all materials but can usually only give you a rough estimate of the time the project will take. If the contractor uses a good recordkeeping system, this system may be less expensive than the fixed-price contract.

You might also save some money if you do some of the buying. Clients often can get a better deal on appliances, for example, than can builders. The typical markup (contractor’s fee) runs about 10% of the total bid on a lower-end house, about 15% 78

Chapter 9 BUILDING AND REPAIR CONTRACTORS to 20% on more expensive houses. The markup on remodeling projects is usually higher than on new construction. A number of contractors are willing to negotiate their percentage on residential projects; it can’t hurt to ask. It is usually unwise to accept a bid that is much lower than the other bids. Contractors have to make a reasonable profit to stay in business. A bid that is significantly lower than all the others may indicate lack of experience in costing a project, in which case the contractor may not be able to finish what he or she begins. If you are purchasing a lot in a subdivision owned by a contractor and that contractor will also be building your house, pay attention to the fine print in the contract and insurance policy. Note especially where funds will be kept. Funds should be escrowed. That way, a builder who isn’t able to sell more than a few lots and decides to simply renege on his loan and contracts and leave town won’t be leaving with your money. You do not want to live in the only house ever built in a subdivision. And you do not want to have to pay off subcontractors if the contractor defaults. Before signing a contract, ask to see the contractor’s license to make sure it is current. Also verify the contractor’s insurance coverage, both liability coverage for damage done to your property and worker’s compensation for injury suffered by the contractor’s employees. All 50 states now require contractors to purchase worker’s compensation insurance if they have more than one employee. However, laws governing liability coverage vary widely. Insurance should be nonnegotiable from the customer’s point of view. If the contractor lacks appropriate insurance, you will be responsible for injuries to anyone working on your home, for injuries to anyone who just happens to wander around the site, and for any damage done to your neighbors’ property during construction or remodeling. Before signing a contract, verify the contractor’s home, office, and mobile-phone numbers. If something happens, you want to be able to reach the con-

Verify the contractor’s insurance coverage, both liability and worker’s compensation.

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tractor quickly. A good rule of thumb is that you should be able to talk with the contractor within an hour’s time.

Red Flags Double-check a contractor who has no office and has only a post office box for an address. Avoid the contractor who tells you that certification and membership in industry organizations don’t matter. Think twice about a contractor who requires an advance. Most contractors get a 30- to 60-day credit from suppliers, so that they can get what they need and begin the work without cash on the table. (However, if you are requesting custom-made products, such as, say, custom windows, an advance for those products may be legitimate.) Be wary about a contract that doesn’t specify step payments. You should be paying the contractor in steps and only for that portion of the job completed. Some states have laws concerning deposits and payments for construction or remodeling. California, for example, mandates that remodeling contractors cannot ask for a deposit of more than 10% of the total cost of the job or $1,000, whichever is less, unless the contractor provides a bond or approved bond equivalent or agrees to put the funds into what amounts to an escrow account with periodic payouts until completion of the contract. TIP: It’s a good idea to make out a check for supplies to 4 the supplier only or to both the contractor and the

supplier, which requires a double signature to cash the check, to ensure that the supplier gets the necessary payment. Most states have lien laws that state that unpaid supplier bills are your responsibility. It’s fine for contractors to use subcontractors, but it is also good if the contractors have some employees of their own. That way, the contractors have more control over the time it will take to complete your project. 80

Chapter 9 BUILDING AND REPAIR CONTRACTORS Contractors who are hesitant to give you a written time schedule are probably afraid they can’t meet their own deadlines. Worry about a contractor who has no system for noting the product selections you make. You don’t want to end up with the black stove, instead of the white one, or worse yet, someone else’s white stove. Also think twice about a contractor who wants you to supervise the subcontractors. Why should you do the contractor’s job? If a contractor won’t give you instruction manuals (for appliances, furnaces, air-conditioning units, and the like), warranties (some large housebuilding companies now offer a general limited warranty on the construction of the house itself) and a period of time during which the contractor will return to fix problems (one year is standard), find someone else.

Popular opinion to the contrary, standards of construction workmanship are much higher now than they were in the past.

Other Considerations A good product (a well-built house, a pleasing remodel) is the reason you hire a contractor. But it is important to keep in mind that the quality of the process is going to determine the quality of the product. A competent contractor will have experience, expertise, and creativity—and good problem-solving skills. Before you sign a contract, you should know the processes the contractor uses to resolve conflicts, to work with the subcontractors, and to meet his or her goals.

Trends Many of the home products currently being manufactured and used in new construction or in remodeling require much less labor to install or use, and the quality of these products is much better than that of products in the past. Furthermore, popular opinion to the contrary, standards of construction workmanship are much higher now than they were in the past.

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Insider Fact By federal law, in most circumstances contractors must give the customer written notice that the customer has three days, without penalty, to cancel a signed contract.

PANEL OF INSIDERS Michael K. Carden CGR Birmingham, Ala. Amy L. Glad executive vice-president Building Industry Association of Southern California Diamond Bar, Cal.

Dennis Moresco president California Building Industry Association Sacramento, Cal. Jud Motsenbocker Jud Construction Muncie, Ind.

Ann E. Grasso AE Grasso Spatial Design Consultants Providence, R.I.

Pam Paris Home Builders Association of Northwestern Colorado Grand Junction, Colo.

Jim Kuhn Consolidated Construction Group St. Louis, Mo.

John Ryan Wright-Ryan Construction Portland, Maine

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Allen Schuler Allen Schuler Builders Inc. Louisville, Ky. Todd Swanson Bio-Hab Handcrafted Earthen Homes Durango, Colo. Arnold Tritt executive vice-president Northwest Florida Builders Association Jacksonville, Fla. Kevin Wallace president Wallace Remodeling San Francisco, Cal.

he days when a healthy dose of poison oak, a midnight hunt for an nonexistent animal, and a diet of hot dogs and s’mores constituted the typical camp experience are long gone. More than 8,000 summer camps now offer an estimated 5 million annual campers opportunities to build memories around languages, sports, computers, music, living history, and outer space, as well as around campfires. To be sure, the $2 billion camping industry still provides today’s campers some traditional souvenirs: increased confidence, new survival skills, new friends, and new insights about themselves, their families, and the part of the world they usually inhabit. But campers now collect these souvenirs in a variety of settings.

T

Where to Begin First-time campers learn that it helps to have some idea of what you are looking for before you set off to find a snipe in the woods. Similarly, it is helpful to know what you want in a camp before looking for one. You should also set out early on the hunt. November is not too soon for the following summer. Many of the best camps are booked by January. First, you should know that, although there are a few camps that take children as young as four years of age, the average age of a first-time camper is seven or eight. If you are considering a boarding camp, your child should have already had some experience spending the night away from home with relatives or

Chapter 10

Camps

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friends. The ability to make friends easily is also a plus, although many children find they are able to make friends more easily at a camp than at home. Finally, it really helps if your child wants to go to camp. In fact, most camp directors suggest that the child be involved in the camp selection process from the beginning. If you and your child look together at the brochures the camps send and visit the camps as a family, you will have a pretty good idea of what appeals to your child. Many camp directors suggest that a child try a twoweek camping experience instead of a six-week or eightweek stay the first time. Or perhaps a day camp would be the best kind of first-time camping experience. Keep in mind that camps don’t expect perfection from kids. What they hope for is a good fit between their styles and the kids who come to their camps. Some camps stress competitive sports or characterbuilding goals. Then there are camps that just want the kids to have a good time. Sending a child away from home is a big deal to parents, too. Before deciding on a camp, ask yourself a few questions: How long can I stand for my child to be away from home? ■ How can I keep in touch? (Many camps have no ■

phones.) ■ ■

How far away is too far? Am I going to be able to handle the fact that there are no hot water showers?

Once you and your child have a good idea of what it is you are looking for (as long as it isn’t a miracle), chances are good you will find it. You can begin by asking other parents for their recommendations. The Parent-Teacher Association at your child’s school may have a list of camps other families have tried and liked. Camp fairs, which are often sponsored by schools, scouting groups, or other organizations that work with or for children, are another source. So are professional camp advisers. Some of these advisers, 84

Chapter 10 CAMPS who can be found online, occasionally in the Yellow Pages, or in magazine advertisements, provide their services free of charge, but they do receive a commission from the camps they recommend. Others charge a fee and receive no commission. The American Camping Association (see the box on page 86) has accredited about 2,000 camps on the basis of health, safety, and program-quality factors. This organization publishes a list of accredited camps by geographic area. This guide is useful if you are looking for detailed information about specific camps. The National Camping Association (also in the box on page 86) provides referrals worldwide and receives commissions from camps. It is not an accrediting association.

What to Look For To be licensed, a camp has to meet state health and safety standards. Licensing and accreditation are two different matters, however. You may feel better about your child attending a camp that is periodically inspected by an independent and knowledgeable organization, such as the American Camping Association, as well as by state inspectors. In some states, short-term camps, such as one-week sports camps or day camps run by city recreation departments, are not required to have permits or licenses. Generally speaking, camps that cost more are probably going to provide more physical comfort and more activities. But many of the less expensive camps run by scouting organizations, churches, and the YMCA will offer the opportunity for your child to meet children from different cultural and economic backgrounds. TIP: Make sure you understand exactly what the camp4 ing fee covers. Many camps charge extra for such

things as laundry and equipment use. Staff ratio is important. For campers under the 85

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age of 12, there should be a counselor-to-camper ratio of about 1 to 6. For campers older than 12, a 1-to-8 ratio is fine. Ask how the camp figures the ratio. Some include office and kitchen staff to lower their CONSUMER RESOURCES ratios. You should be specific and ask what AND PUBLICATIONS the ratio is at night, when a higher ratio might be acceptable, and for activities such as American Camping Associaswimming, canoeing, and hiking, where a tion (5000 State Rd. 67 North, lower ratio might be desirable. Martinsville, IN 46151: You probably will not be able to meet 765-342-8456; www.acacamps.org) your child’s counselor if you visit a camp offseason, but you should be able to meet the National Camping Association camp director. It is a good sign if the director (P.O. Box 537, 610 Fifth asks you and your child a number of quesAve., New York, NY 10185; 800tions about what you want and expect in a 966-2267) camping experience. A good director should address any concerns you and your child PUBLICATIONS have about such common camper worries as Camping Magazine what will happen if the child becomes homeCamp Management sick, what kind of food the campers will eat, or what happens if a child doesn’t want to participate in a certain activity. It’s a good idea to take a list of questions with you to the camp for the first visit. Questions that parents commonly ask are: ■

Where do most of your campers come from and how many of them are repeat campers? The more repeat

campers, the better. How do you hire and train the counselors? ■ What are the ages of the counselors? Some ■

camps have counselors as young as 15 or 16. Many employ college students. Again, the ratio of younger to more experienced counselors is worth checking; the more experienced counselors, the better. ■ What is the camp philosophy? Does it jibe with your expectations for a camp? Does the camp philosophy tend toward wanting campers to learn skills or just have a good time? Do the staff seem to want to fit the camper to the philosophy or the philosophy to the camper? ■

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Do you have any medical staff onsite at the camp?

Chapter 10 CAMPS How sick does a child have to be before you call the parents? Are all staff trained in the essentials of first aid and CPR? Can my son bring his favorite stuffed animal? ■ Can my daughter be in a tent with her best friend? ■ How do you train your staff? Some camping profes■

sionals worry about camps that outsource training of their staffs. These professionals believe that with outsourced training, neither the camp director nor camper parents really know about the type or quality of training. ■ How many of the staff return year after year? Again, the more the better. While visiting the camp, take a look at the kitchen and the infirmary and check out the equipment to make sure it is in good repair. Although standards for cleanliness are typically somewhat more relaxed at camp than at home, overflowing garbage cans and really scummy showers are unacceptable in either place. Although it would be difficult to spend enough time to check every piece of equipment used by the camp, a very lax attitude toward both safety and upkeep is suggested by rowboats or canoes without flotation devices for passengers, a bus without a current safety inspection, and holes and rips in tent canvas.

Red Flags A camp office that does not return your phone calls or respond to your letters in a timely fashion may be careless about other things. Similarly, watch for the little things when you visit a camp. If there are no signs or a map to show you where the office or infirmary is, campers may wonder also. Reasonable security is important. See how long you can wander around the camp before someone asks who you are. If the staff seem more eager to show you new facilities than to talk about the quality of interaction, look elsewhere. Also, reconsider the camp if the director 87

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over-promises the positive changes you will see in your child after a summer at the camp. It may be worth a call to the state licensing agency and to an independent accrediting agency to make sure that no complaints have been filed against the camp. Finally, if you don’t think you would be happy at the camp, there is a good chance your child won’t be happy there either. (Make some allowances for the facts that kids and adults don’t always view the same experiences as fun, and adults often want more physical comfort than do children.)

Other Considerations Camps that specialize in one activity (golf, basketball, sailing) can be intense. If your child is only sort of interested in baseball, a more broadly based camp might be a better idea. Although the trend today is toward specialty camps, many camp directors still think there is much to be said for the traditional camp experience that provides something for just about every kid.

Trends Family camps, where parents golf, teenagers hike or hang out, and the younger children do some impromptu drama, are becoming increasingly popular. It is also now possible for parents to go away to camp and leave the kids home. Adult camps offer such experiences as manning a simulated space mission, working on an archeological dig, rounding up cattle, rock climbing, learning to play a musical instrument, or woodworking.

Insider Fact Financial aid isn’t just for school-based education anymore. Foundations, social-service organizations, and even camps themselves offer financial help for camping experiences.

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PANEL OF INSIDERS John H. Hedbavny executive director Camp Sloane YMCA Lakeville, Conn. Don Johnson Camp Calumet West Ossipee, N.H. Missy Long Chenoa Manchester, N.H.

Mary Murphy Camp Rising Sun Rhinebeck, N.Y. Timothy J. Millbern Camp Hazen YMCA Chester, Conn. Dave Peterson Cape Cod Sea Camp Brewster, Mass.

Drs. J. Thayer and Candice L. Raines Challenge Wilderness Camp Rutland, Vt. Ron Ward Camp Berea Bristol, N.H. Bob Wipfler Kingswood Camp for Boys Bethesda, Md.

Gregory C. Pierce owner/director Camp Birchmont Wolfboro, N.H.

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I

t was the best of times, it was the worst of times. Although Charles Dickens had a different kind of social upheaval in mind when he penned those words, they apply equally well to the present world of work. Today the average number of job changes over a work life is five to eight. Today’s employees, even those who are well paid and relatively happy in their jobs, are aware that they can no longer look to companies for help in managing their careers. Creating a career is now a do-it-yourself job. In addition, in-house mentoring systems are almost nonexistent. Companies are now much more concerned about product development than they are about employee development. At the same time, pressed by such changes as the Internet and increased globalization, many companies expect us to perform well and lightning fast. And all this is happening at a time when we have decided that, big paycheck or not, job satisfaction and a balanced life are our priorities. For all of these reasons people seek the services of the career counselor and the personal coach. Although there is some overlap in the way counseling and coaching are practiced, here’s a general guide you might use to select the services of one or the other: ■

Chapter 11

Career Counselors and Personal Coaches

A career counselor is trained to help you clarify your goals, provide specific information about work op-

tions and job-hunting strategies, and help you get a specific job or enter a specific career. Career counselors are trained and licensed to administer tests that measure abilities and interests and to help you 91

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interpret the results of those tests. ■

A coach is helpful if you are looking for a confidant to help you explore some of the personal issues that affect how and where you work. Coaches help clients clarify their priorities, improve their communication and political skills, and spot personal limitations. Once you get the job or enter the career you want, a career coach will help you improve your on-the-job performance and enjoyment of your work life.

Both career counselors and coaches help clients deal with issues such as balancing work and personal life, job-related stress, career transitions, and job loss.

Where to Begin Because the demand for career counseling and coaching services is high, the possibility for creating a career in this area has attracted many highly trained and highly skilled professionals, as well as many untrained entrepreneurs. STATS AND FACTS: The field of personal coaching developed in the early 1980s. There are now nearly 10,000 practitioners in this field. There are also currently 792 nationally certified career counselors.

Career counselors are trained and licensed therapists. Some coaches have specific coach training and certification, but others are former business executives or salesmen with no formal coaching training. The National Board for Certified Counselors can provide you a list of certified career counselors by geographic area. The designation “National Certified Career Counselor” means that the counselor has earned a graduate degree in counseling, completed a supervised counseling internship, passed a national certification examination, and completed at least three years of full-time career-development work experience. Universities that offer graduate counseling de92

Chapter 11 CAREER COUNSELORS AND PERSONAL COACHES grees, state employment services, and local school-towork organizations can often suggest names of qualified career counselors. Dozens of coaching schools offer certification, but requirements for certification vary so widely as to be virtually useless as a tool in selecting a coach. Membership in the Professional Coaching and Mentoring Association is an indication of good training and standards of practice. Look for a coach who is certified by the International Coach Federation, which offers a referral service. In addition, because so many corporations now offer the services of personal and business coaches to their employees, human resources managers and business schools are other potential sources of names of coaches.

Methods vary widely. They should match your needs, goals, and time.

Nearly all states have passed regulations specifically designed to protect consumers in dealing with career counselors.

STATS AND FACTS:

What to Look For During an exploratory interview with a counselor you should ask for an explanation of the services offered; a description of the counselor’s education, experience, counseling certifications, licenses, and fees; a description of the techniques and strategies used; a description of your time commitment; and an explanation of billing practices. TIP: Many coaches will give a free sample coaching ses4 sion so you can see whether the coach’s style and ap-

proach will work for you. Methods vary widely. They should match your needs, goals, and time. Some career counselors offer group as well as individual counseling sessions. Many career counselors give their clients assignments and ask for a great deal of information to help in the development of a career plan. Role playing may be used to practice job hunting or conflict resolution. All this takes 93

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time and effort on the part of the client, both during and between sessions. A good counselor will also expect you to follow through with agreed-upon plans. Coaches help clients with a wide variety of problems: inability to prioritize, need for balance between work and personal life, desire to diversify or simplify at work, inability to delegate, trouble reconciling career goals and personal values, lack of skill in listening or observing. However, not all coaches are equally adept at coaching in every area. So you should interview at least three coaches and ask some questions: What’s your specialty? ■ What qualifies you to coach in this area? ■ How would you work with me? ■ How long have you been coaching? ■ How many clients do you work with at any given time? ■ What kinds of successes and changes have your clients experienced working with you? ■

Most personal coaching is done via the telephone. Clients typically speak with their coaches once a week for 30 minutes to an hour. Some coaches offer emergency consultations and occasional face-to-face consultation. Cost for the service ranges,

STATS AND FACTS:

CONSUMER RESOURCES AND PUBLICATIONS National Career Development Association (4700 Reed Rd., Suite M, Columbus, OH 43220; 614-326-1750; www.ncda.org) International Coach Federation (1444 I St., N.W., Suite 700, Washington, DC 20005; 888-423-3131; www.coachfederation.org) National Board for Certified Counselors (3-D Terrace Way, Greensboro, NC 27403; 336-547-0607; www.nbcc.org)

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Harvard Business Review. The HBR has occasionally included articles about coaching, and professionals in the field also read it to stay abreast of trends in the workplace. Consulting Today Journal of the Society of Training and Development Management Consulting Training Magazine

Chapter 11 CAREER COUNSELORS AND PERSONAL COACHES on average, between $250 and $2,500 per month. However, coaches who work with you in the corporate environment and are paid by the employer often charge three or four times that amount. Most career counselors bill by the session, which typically runs 50 minutes. Many coaches also bill by the session, although some may reduce their fee if you are willing to agree to work with the coach for an agreedupon number of weeks. Generally speaking, however, most professional counseling organizations believe a client should be able to terminate counseling services at any time without having to pay for service not received. These organizations believe that this stipulation is necessary to safeguard the integrity of the counseling relationship. It is helpful to try to determine how the coach sees the role of the client in the process. Focus should be on the client and not on the coach. Coaches, or counselors, for that matter, should not interject too much of their own experience into the process, dwell on their successes, or name-drop. And coaches should have the training and flexibility to tailor technique to your needs. For example, if there seems to be a disconnect between what you say and the way the coach responds, inflexibility or lack of experience may be the problem. (What was the old joke about the “mirroring” technique? The client says, “Do you hear what I am saying?” The counselor says, “Do you think I hear what you are saying?” And the client says, “Can’t you just answer a simple question?” To which the counselor replies, “Am I hearing you say that you have doubts that I can answer a simple question?”)

Coaches, or counselors, for that matter, should not interject too much of their own experience into the process, dwell on their successes, or name-drop.

TIP: It may be helpful to ask a prospective coach or 4 counselor open-ended questions, such as, Tell me why

you are effective? What are the most and least rewarding parts of your job? You probably don’t want to work with a coaches or counselors who cannot apply to their own work lives the principles that guide their coaching. 95

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Both a coach and a career counselor should be willing to put on paper a plan so you will know what needs to be accomplished and in what period of time. TIP: Because of issues of confidentiality, counselors will 4 not provide references from their client base. However,

clients of coaches should be willing to talk with you about their coaching experiences.

Red Flags Professional organizations suggest that you be wary of career counselors who guarantee a result from their help in preparing a résumé or who promise you a promotion or raise. Personal coaches who are not also licensed counselors should be able to clearly articulate the differences between coaching and counseling and should not cross the line between the two. In working with either a coach or a counselor, you should not feel that the professional is following a standard—or cookie-cutter—approach. If you are doing what the counselor or coach suggests and you are not getting results, you need to find a new counselor or coach.

Other Considerations You should be able to terminate counseling or coaching services at any time and pay only for services rendered to that time. Many career counselors and coaches specialize. You should be told of practice limitations before you begin working with the professional. Because personal coaches may have clients throughout the country or world, they are in a position to offer their clients a broad perspective.

Trends Analysts in the fields of career and personal develop96

Chapter 11 CAREER COUNSELORS AND PERSONAL COACHES ment predict that, in the future, parents and schoolteachers will need to have good career-coaching skills. These experts predict that work options will continue to shift rapidly. New careers will be created while others become extinct. The earlier that children learn about what is happening in the workplace, the better prepared they will be to make good career choices. STATS AND FACTS: Career

planning is becoming a lifelong project. Programs such as “Future Possibilities,” a nonprofit personal-coaching organization based in New York, are helping children think about their place in the world of work. Counselors and coaches are working with 60-year-olds to help them plan for the next four decades of their lives.

It may be easier for clients to misrepresent themselves online, and clients who don’t express themselves well in writing may lose out.

Insider Facts There is a great deal of discussion in counseling organizations currently about online career counseling and whether quality and control can be maintained in an online setting. Traditional career counselors point out that, in a counseling session, about 55% of the information a counselor gleans comes from nonverbal cues, such as eye movement and finger tapping. Although personal coaching is often done by phone, coaches at least have the advantage of verbal cues, such as tone of voice. But it may be easier for clients to misrepresent themselves online, intentionally or unintentionally, and clients who don’t express themselves well in writing may lose out. In addition, the way clients present themselves to the counselor or coach may reflect how they present themselves to their colleagues at work. Some groups, such as the Young Entrepreneurs’ Organization, in Alexandria, Va., offer members the opportunity to meet to discuss common problems experienced in the workplace. Participants in these sessions agree to maintain confidentiality about what is discussed, and all members understand they are receiving support from lay colleagues who have common problems. 97

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Training of coaches is a big business. There are at present 13 coach-training institutes. Some offer in-person workshops. Some offer only teleclasses or instruction by telephone. George Washington University, in Washington, D.C., offers a graduate certificate program in coaching. One new area of research, focusing on the workplace, is looking at the kinds of things we come to believe about ourselves as children and the effect of those beliefs on what work we choose and how well we do it. Another active research field explores generational differences in work attitudes, a subject of vital interest as more and more of Americans are deciding to work more years. PANEL OF INSIDERS Marilyn Goldman president Horizons Unlimited Inc. Washington, D.C. Diane Kjos president National Career Development Association Columbus, Ohio Roger Lambert Center for Education and Work University of Wisconsin Madison, Wis.

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Marcia Reynolds president International Coach Federation also president Covisioning Phoenix, Ariz. Cynthia Roman, PhD Graduate Certificate Program in Leadership Coaching The George Washington University Washington, D.C.

John Seiffer owner and coach The Small Business Coach Brookfield, Conn. Bonnie Truax, EdD Truax Consulting Group Greensboro, N.C. Norma Zuber director Careers Development/ Life Planning Zuber & Co. Ventura, Cal.

great party is all about food—and flowers and linens and china and silverware and glassware and tables and chairs and lighting and flooring and bartenders and waiters and musicians. And a good caterer is the person who can help you put it all together while making certain that the veal and veggie pinwheels will be fondly remembered long after your party is over.

A

Where to Begin The best place to find a good caterer is at someone else’s party. Although an enthusiastic recommendation from a friend or co-worker may be a good starting point, caterers suggest that you do not hire a caterer unless you have seen his or her work. The best way to see work, obviously, is to attend an event the caterer does, but looking at a portfolio and sampling the kind of foods you would like to have served is a good, second-best approach. If you have a favorite restaurant, you might also ask the chef there if he or she caters. Country clubs, event centers, the local chamber of commerce and the event coordinator for your company are all other possible sources for recommendations of good caterers. National magazines that do features on receptions, parties, and large events frequently list the names of caterers. Some caterers are willing to travel to help you with an event, if you can provide the facilities the caterer will need. Professional organizations, such as the Internation-

Chapter 12

Caterers

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al Special Events Society and local chapters of the American Culinary Federation, are other sources for names of good caterers. Universities that offer a program in hospitality and tourism or in events management may have names of local caterers who help train students. (They may also be willing to provide names of students who want experience catering events.) Remember that good caterers are often booked months in advance. The first question to any caterer you are considering is whether he or she is free on the date that you have in mind.

What to Look For It is helpful to review a few facts before calling and interviewing caterers: The food itself usually accounts for only about half the cost of a full-service event. ■ The months of June and December and weekends throughout the year are traditionally caterers’ busiest times. You may have to book a good caterer ■

months in advance if you want to have a party during these periods. The typical ratio of server to guests is 1-to-8 or 1-to10, depending upon what you are serving. ■ Caterers do not maintain a large inventory. They ■

order food items for a specific event and have to “back out” the cost of that food to the client. If you have to cancel your event after the “drop dead” date you can expect to pay for items ordered for your party. STATS AND FACTS: It

is often actually less expensive to have the caterer prepare all the food for a party rather than to order a couple of dishes to be prepared by the caterer and fill in with food you prepare. A good caterer can provide a range of menu options that fit within your budget. Your initial call to a prospective caterer will tell you

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Chapter 12 CATERERS quite a bit about what you can expect if you hire this company. Because every catering job is unique, you should have the feeling the caterer is listening carefully to you. A good caterer will let you lead and will follow what you want. Most caterers can work within a range of budgets. You may, however, ask the caterer in the initial call what the average price range is and how the costs are itemized. A caterer can give you several menu options and cost options for each course. Ask about sampling some of the suggested food. The food should be prepared in an inspected kitchen (onsite at the event or elsewhere) and you should know how it will be transported to the event and served and displayed. Ask who will be doing the actual setup and how many servers will be needed for the event. Ask how much of the food will be prepared from frozen or canned ingredients. Good caterers take pride in using fresh, locally grown, and seasonal products. Your call should result in a written proposal that includes a breakout of food cost, setup cost (this may include designing the table layout, arranging a buffet table, and providing flowers, serving pieces, balloons, and so on), alcohol cost, rental coordination (for items such as tables, linens, table service, and glassware), entertainment, and any other services you have discussed. It should clearly state what the caterer will and will not do, and what the company’s cancellation policy is. You should receive the final written proposal at least two weeks before a party or small event and five to six months before a large wedding reception. You may want to do some comparison shopping to determine whether it’s most cost-effective to let the caterer handle all aspects of the event or to handle some of the arrangements yourself, such as for entertainment. But be sure to discuss with the caterer any arrangements that you propose to handle independently. For example, some caterers will not provide the staff to serve alcohol if they do not provide the alcohol, and in many states you have to have licensed staff to serve alcohol.

You should receive the final written proposal at least two weeks before a party or small event and five to six months before a large wedding reception.

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Experienced caterers will want to do a site inspec4 TIP: tion before giving you a quote. A seashore wedding reception, a barbeque at a ranch miles from town, and a cocktail party on the 20th floor of an apartment building all present different logistical problems for caterers, who need to carefully figure equipment and staff requirements and solve delivery, setups, and cleanup challenges. Caterers should offer to provide you with a list of references of clients for whom they have done an event similar to the one you are going to have.

Red Flags Many states require both state and local licensure for caterers. The food-preparation facilities of a licensed caterer are subject to inspection by health authorities at any time. Unlicensed caterers may not work out of inspected professional kitchens. Besides possible onsite sanitation problems, this lack of control might mean that the food is transported without proper care and control of temperature, which can cause food poisoning. Caterers who are licensed are usually insured, too. If you hire an uninsured caterer and someone at your party becomes ill from the food, you can be held liable. Be wary of a caterer who does not want to do a walk-through for a big event. Rehearsing delivery and setup prevents many logistical problems on the day of the party or reception. Find out whether the caterer has other events scheduled for the day of your party. Large catering companies may be able to handle two or more events, but a small caterer may be stretched too far in terms of equipment and personnel. Even though you are using the services of a caterer, you are still the host. If the caterer seems to think the party is his or that the caterer’s taste does not reflect yours, find another caterer. And finally, the experts advise that you should 102

Chapter 12 CATERERS never hire a caterer without seeing his or her facilities and a finished product.

Other Considerations Someone from the catering company should be onsite and in charge on the day of the event. As you plan the event, get the name of that person in writing with two or three phone numbers at which he CONSUMER RESOURCES can be reached. AND PUBLICATIONS Parents and children frequently disagree International Special about many matters when planning a wedEvents Society (401 N. Michigan, ding. A good caterer can offer suggestions Chicago, IL 60611; 800-688-4737; that can bridge that gap. www.ises.com) Ask the caterer what will be done with leftover food. Often you can ask that the food be International Caterers Associdonated to a homeless shelter or other comation (860 Bay St., Staten Island, munity organization. However, such a deciNY 10304; 800-622-0029; sion needs to be made before the event, so Web site, www.icacater.org, is that arrangements can be made for prompt under construction) delivery of the food. It is important to ask whether the caterPUBLICATIONS er’s staff will clean up and exactly what such Art Culinaire cleanup will include. Some caterers will take CaterSource Journal care of this chore but will want you to provide Event World Magazine such items as cleaning liquids and heavy-duty Special Events Magazine garbage bags. In large cities the average price per person for a catered meal is $50 to $60. If the meal is elaborate, the cost can run $100 to $150. The cost may depend on style—“seated” or buffet (and buffet style may, in fact, be more expensive)—the number of courses, and your choice of food. For example, if you choose to serve Norwegian reindeer, you are probably in for some major sticker shock. Of the cost, approximately half is for the food itself, another 20% for the wait staff, and the rest for rental of tables, table service, and the like. Caterers are usually tipped 20% of the total bill.

STATS AND FACTS:

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If you work with a caterer over time, you may find that he or she will be willing to “throw in” special touches.

Trends Catering is an equipment-intensive business. Today caterers are spending more money on equipment because new designs are enabling them to transport food more safely and to keep the food looking good as it is being moved. A large catering company may, in fact, own a fleet of trucks, some of which are refrigerated and some others of which contain warming ovens that can keep several hundred plates hot and ready for food transfer.

Insider Facts Catering is an extremely competitive business. Don’t be afraid to negotiate. If you work with a caterer over time, you may find that he or she will be willing to “throw in” special touches to make the event special and to impress future clients. Catering has become very sophisticated and caterers are always trying to find new ways to please clients, such as creating new specialty drinks just for your event, providing wait staff in costume, packing picnic baskets, designing a menu to honor foreign visitors or to showcase American cuisine, or finding an unusual site for your company party. See also the profile of Event Consultants.

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PANEL OF INSIDERS Connie Allgood Chef du Jour Albuquerque, N.M.

Caryn Hasslocker Fresh Horizons San Antonio, Tex.

Jody Birnbaum Pear Tree Catering Wheeling, Ill.

Donna Kuebler Robbins Wolfe Eventeurs New York, N.Y.

Patrick Cuccaro Affairs to Remember Atlanta, Ga.

Paula LeDuc San Francisco, Cal.

Joyce Piotrowski food writer Washington Post and consultant, chef, and teacher Fredericksburg, Va. Gary Voorhees Arizona Taste Phoenix, Ariz. Bobby Weisman Weisman Catering Los Angeles, Cal.

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D

uring World War II, Henry Kaiser built ships and young lives in his shipyards along the western coast of the United States. Kaiser knew that his job was to speed construction to help the war effort. He also knew who his workers were—young mothers who were worried about their husbands in the battlefields and the children they were rearing alone at home. Kaiser’s solution to the employee stress that was affecting productivity was to provide day-care centers at the shipyards. These day-care centers offered not only excellent care for children for a dollar a day, but also provided services such as clothes mending, grocery shopping, immunizations, and haircuts for the kids, and even dinner to go—all for a reasonable price. Today’s working parents may have to swing by the cleaners to pick up laundry and mending and stop at a local fast-food outlet for dinner, but they can also feel good that child-care options and quality have increased dramatically in the past 50 years. Modern preschool educators are aware that many children spend more waking hours with them than they do with their families. Thus the goal of these educators is not simply to provide a place where children can stay while their parents work or go to school, but rather to provide a place where children can grow and develop, learn to learn, trust, and interact happily with others—all tasks development experts say are best learned before the age of 3.

Chapter 13

Child-Care Providers and Preschool Educators

Nearly two-thirds of American mothers work outside the home, and almost half of

STATS AND FACTS:

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these mother’s children are cared for by relatives. About 4% of the children of working mothers have nannies or sitters at home, while 30% attend day-care centers. Another 20% go to day care provided in private homes.

Where to Begin Before beginning your search for child care, keep in mind that the line between child care and preschool is blurring. More and more day-care centers are offering “learning activities,” and some preschools are offering after-school care, too. As this discussion reveals, many of the criteria used to find a good place for a child are the same, whether child care or preschool. The best way to begin your search for a good daycare provider or preschool is to assess what you want for your child. Look around your own home. Is your style relaxed or formal? What do you care about? (Is there a piano in the living room? A soccer ball or softball equipment in the foyer?) A good child-care situation should feel like an extended family to your child and therefore reflect what you value. Then ask yourself some questions about your child. If the child is extremely active, look for a facility with lots of running and playing space. If the child is shy, look into care with a small group in a home. At the local level, a good place to begin the search 4 TIP: for a good child-care provider is by asking your pediatrician or family physician for a referral. Child-care licensing agencies, such as the local, county, or state Department of Children and Family Services or Department of Human Services, also may provide referrals to licensed providers. Many religious congregations also have begun offering child-care and preschool programs. While a caring staff and an interesting environment are also important at the preschool level, prepare yourself for a brave, new world. Because many children 108

Chapter 13 CHILD-CARE PROVIDERS AND PRESCHOOL EDUCATORS have some preschool experience and because expectations for public schooling have increased, kindergarten curricula have changed dramatically over the past ten years or so. In many grade schools, skills that were once taught in first grade are now taught in kindergarten. This has pressured parents and schools to ensure that all children have the “proper” preschool experience, so that no child begins kindergarten already academically behind his peers (at the tender age of 5!). In choosing a preschool for your child, look ahead to the day when your child will move on to the primary grades. Choosing a preschool that pushes children academically, most educators agree, is not the point. Developing social and emotional skills is still the main work of the preschool years. However, find out whether the preschool you are considering works with public and private schools locally and has some kind of program to help smooth this step forward for children—and parents. (Perhaps it is also a good idea to look at primary-grade schools that are flexible in allowing students to move at their own rate of learning through the critical early grades.)

In choosing a preschool for your child, look ahead to the day when your child will move on to the primary grades.

Other parents whose children have already made 4 TIP: the transition can be good sources of leads to good preschools. You can also ask your local elementary school which preschools seem to have best prepared children for school.

What to Look For The key word here is “look.” Finding good child care is going to take time. The experts suggest you ask to visit a facility on several days at different times of the day. Plan to spend about an hour a visit. On these visits, arrange to leave your child at home, so that you can concentrate on your own reactions. In addition to visiting each activity area, you will also want to make arrangements to meet the director and all the staff. As you visit the rooms and play areas, ask yourself the following questions: 109

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Do the staff and children seem happy? ■ Would I like to spend time here? ■ How do the children spend their time? Is every minute ■

structured or do the children have time to themselves? ■ Is the room set up for children—with easy access to materials, posters at eye level, furniture of appropriate size? Is the room decorated for children? ■ Do the teachers seem to get along with one another? ■ Do the children seem to have their needs met quickly and courteously? Do the staff kneel down to speak to ■

the children? ■

Most child behaviorists believe that punishing only increases undesirable behavior.

■

Is there someone with the children at all times?

How is trouble handled?

After you get a general feel for the place, talk with the director and staff members. Do they fully answer your questions? How do the director and staff feel about having parents drop in at any time? Good centers encourage parents to do just that because they view the

CONSUMER RESOURCES AND PUBLICATIONS Fortunately, there are many organizations willing to assist parents in their search for a good child-care provider. Parents may find the following groups helpful: National Association for Family Child Care (1331–A Pennsylvania Ave., Suite 348, Washington, DC 20004; 800-359-3817; www.nafcc.org) National Association of Child Care Resource and Referral Agencies (1319 F Street N.W., Suite 810,

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Washington, DC 20004; 202-393-5501; www.childcarerr.org) National Association for the Education of Young Children (1509 16th St., N.W., Washington, DC 20036; 800-424-2460; www.naeyc.org) PUBLICATIONS

Child Care Information Exchange Day Care USA Newsletter Young Children

Chapter 13 CHILD-CARE PROVIDERS AND PRESCHOOL EDUCATORS job of providing the best for the child as a team effort. Find out how the staff welcome new children, how they help them adapt to a new environment, and what sort of participation they expect from parents. TIP: A good question to ask is how often and how the 4 director and staff communicate with the parents. Some

daily communication with at least one staff member is important even if it is to learn that your child’s contribution to sharing time was to tell everyone you usually wear only your nightgown under your coat when you bring the child to preschool.

If 25% or more of the staff have been at the center less than a year, look elsewhere. Small children need stability.

Ask about the level of staff training. At least one person on the staff should have an undergraduate or graduate degree in early childhood education. Some licensing agencies may require or encourage certification of staff upon completion of continuing-education classes in early childhood development. In a preschool setting, a four-year degree in early childhood education is the standard. Ask about staff turnover. Turnover is a significant problem in day-care centers because the pay is often low and because there are few opportunities for advancement. If 25% or more of the staff have been at the center less than a year, look elsewhere. Small children need stability. The day-care industry has a staff turnover rate nearly three times as great as that in most other kinds of employment. The turnover rate in child day care is close to 41%.

STATS AND FACTS:

Find out about the ratio of staff to children. Ask whether the ratio changes during the day. Many centers have as many as four shifts during the hours the centers are open. Ratios of about one adult to three infants or toddlers, one adult for every seven or eight 3year-olds, and one adult for every nine to ten 4-year-olds seem to work well. Accrediting agencies at the state and local levels carefully monitor these ratios. 111

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Accreditation by the National Association for the Education of Young Children (NAEYC) is a better gauge than local or state licensing.

Ask whether each child at the center is able to have a primary provider of care. It is good for a small child to be able to develop a strong bond with one person in the environment. Also ask how many families have sent an older child to the center. A family that sends a child to a preschool that a sibling attended is happy with that preschool. The center should be both licensed and accredited. Local and state agencies license child-care centers, as well as home-based child-care providers. In many states, however, licensing agencies inspect day-care centers only once a year, if that often. Accreditation by the National Association for the Education of Young Children (NAEYC) is a better gauge. This organization will give you a list of accredited centers in your area. NAEYC accreditation means that the child-care center has completed a voluntary self-study, which was validated by a site visit and reviewed by a three-member national commission of child-care experts. Such studies investigate health, safety, staffing, staff qualifications, physical environment, and administration. Problems in these areas must be addressed before the facility receives accreditation for a three-year period. Find out whether an individual care provider belongs to a local association of providers that offers training and opportunities for providers to support each other. In the spring of 2001, 7,700 programs, which serve more than 500,000 children, were accredited by the NAEYC. More than 8,000 other programs are currently seeking accreditation. STATS AND FACTS:

Try to spend some time talking with the staff. Do they enjoy working at the center? Do they have opportunities for continuing education? (Some states require six hours of continuing education per year for preschool teachers.) Do they feel that the administrators listen to the staff? Unhappiness and dissatisfaction among staff can create an unhappy environment for children. 112

Chapter 13 CHILD-CARE PROVIDERS AND PRESCHOOL EDUCATORS Talk with the staff about their philosophy of child rearing and early childhood education. Generally speaking, good teachers will not be so worried about training a young child as about facilitating the child’s natural growth. So they should know about appropriate activities for each age group. A good practical check is to ask the teachers what activities they have planned. In the first place, you will find out whether they do plan. You will also be able to tell whether they seem enthusiastic about what they and the children will be doing. If the teachers are not, the children will not be. While visiting the center, you should see smoke detectors, fire extinguishers, and emergency exits. The rooms should be well ventilated. Electrical outlets should be covered. The bathrooms and kitchen should be well equipped and clean. Outdoor equipment should look sturdy and in good shape. Check to see whether staff members are certified in pediatric CPR and first aid. How often do they update their training? Does the center provide this training? Toys that babies play with should be cleaned daily, and staff should wear disposable gloves when they are changing diapers or taking care of injuries. The facility center should have good security measures. Only adults on a pre-approved list should be allowed to pick up children. Criminal background checks for employees and for all volunteers should be mandatory. State and local licensing of in-home providers generally require criminal background checks, too. Do centers that charge more do a better job? The experts say that price doesn’t guarantee quality, but it may help. This is true particularly if the money is spent on staff salaries and benefits.

Price doesn’t guarantee quality, but it may help— particularly if the money is spent on staff salaries and benefits.

STATS AND FACTS: Day care for one child in the U.S. costs, on average, between $4,000 to $10,000 (the higher figure being more typical of rates in large cities) per year. An average cost of $5,000 is about 8% of a typical dual income and 23% of a single parent’s income. Financial advisers suggest that a family should spend only 10% of its income on child care. Most spend about 20%. 113

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Red Flags Look closely at a care center if: The staff do not greet children as the children arrive. The director is often away from the center. ■ Children are waiting in line to go to the bathroom. ■ ■

One or two kids waiting doesn’t mean too much, but a long line may mean that staff make kids wait until an activity is finished before going, instead of allowing them to go when the need arises. Videos or television is used to babysit. Parents are not allowed to visit during school hours. ■ Staff are standing around. ■ Several children are in time-out. ■ The staff are quick to criticize your child. ■ ■

Honor your intuition or a gut feeling. If something doesn’t “feel” right or comfortable to you, look somewhere else.

Other Considerations Some day-care centers have “scholarships” and other financial aid. Knowledgeable directors can help you find the resources necessary to pay for child care. A good center obviously needs to make enough to keep the doors open. But good preschool educators want all children to receive good care.

Trends Some public schools offer part-time prekindergarten programs. These programs have to meet the same safety and educational standards that apply to regular public-school programs. An increasing number of intergenerational daycare centers combine care for the elderly with care for young children. Parents who have the dual responsibility of caring for elderly family members as well as young children or those who wish their children could spend more time with grandparents may prefer these care centers. 114

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Insider Fact Many states offer temporary child-care services to families in crisis. The local Department of Children and Family Services or the Department of Human Services should be able to direct you to these regulated providers. See also the profile of Nannies. PANEL OF INSIDERS Delores Anderson director Happy Time Day Care Center Duluth, Minn.

Lorraine Herdeen executive director Florence Fuller Child Development Centers Boca Raton, Fla.

Jan Bialecki director L’il Scholar Academy of Summerlin Las Vegas, Nev.

Carol Krysko director Early Exploration Centers San Diego, Cal.

Jo Copeland director Family Housing Children’s Centers University of Colorado Boulder, Colo. Bessie Gray founder and director Gray’s Child Development Centers Milwaukee, Wis.

Gail Laskowski director North Pocono Preschool Moscow, Pa. Marla Osband director B’nai Tekvah Nursery School Kindergarten Los Angeles, Cal.

Confederated Tribes of the Warm Springs Reservation of Oregon Warm Springs, Ore. Linda Riepe coordinator early childhood education Lane Community College Eugene, Ore. Patricia Schindler, EdD Newcomb Children’s Center Tulane University Metairie, La. Diane Smith director YMCA Child Development Center Burr Ridge, Ill.

Julie Quaid director early childhood education department

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hirty years ago sociologists who wished to collect data about changes in our lifestyles might have seen the dirty dishes in our kitchen sinks and the dust balls under our beds as indicators of such trends as growth in the numbers of working women, larger houses, more single-parent households, and a persistent time crunch. Today those same sociologists walking through our houses might run into our housekeeping or cleaning service efficiently disposing of all that interesting data. The typical clients for a maid service are a working couple with children, although baby boomers are increasingly buying this service for their aging parents. The 25-to-60 age group, statistically the group that most frequently uses cleaning services, wants a thorough weekly cleaning of their houses and an occasional cleaning splurge in the form of window cleaning, carpet cleaning, or heavy-duty spring cleaning.

Some maid services now offer concierge services, 4 TIP: such as shopping and errand running.

Chapter 14

Cleaning Services and Housekeepers

Cleaning services can be done weekly, biweekly, or monthly, depending on the number of people and pets living in your house. A typical house of three bedrooms and two bathrooms takes about four hours to clean, and the average cleaning cost is $20 to $35 per hour. STATS AND FACTS: There are nearly 10,000 housecleaning businesses in the U.S. Approximately onefifth of these businesses are franchises. More than 117

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600,000 cleaners and servants, working as independents or employees of cleaning businesses, work in our homes, according to the Occupational Outlook Handbook.

Where to Begin Cleaning services are provided by independent housekeepers, family-run companies, and franchises. Housekeepers frequently advertise in local newspapers or online and can be quite specific about their qualifications and what they will and will not do (speaks French, will fix after-school snacks for your children, will not wash windows). Friends, neighbors, and colleagues, however, remain the best source for names of good housekeepers, although in a tight market these potential sources may not be eager to pass on such information. Cleaning companies are not hard to find. They are listed in the Yellow Pages. They also frequently run promotions in the newspaper, on the radio, or on television. The rate of failure in mom-and-pop cleaning op4 TIP: erations is high. If you want to establish a long-term relationship with a cleaning service, it will be helpful to find out how long the service has been in business. The longer in business, the more likely they will continue to be in business. Some people prefer to hire a housekeeper, as opposed to a cleaning service, because they believe it is easier to develop a relationship and to have a greater degree of control over the tasks you want done and the way you want them done when you deal with only one person. The big drawback, other than availability, to hiring a housekeeper other than through an agency is that, unless the housekeeper qualifies as an independent contractor, you will be responsible for the payment of social security, medicare, and unemployment taxes and for recordkeeping. How do you know whether the person you employ qualifies as an independent contractor? If you 118

Chapter 14 CLEANING SERVICES AND HOUSEKEEPERS control what must be done and how it will be done and you supply the necessary materials, the person is probably your employee. It doesn’t matter whether you exercise this control; the point is that you have it. It also doesn’t matter whether the person works fulltime or part-time, or whether you call the person an independent contractor. You are also obligated to be certain that your household help is legally entitled to work in the U.S. For more about such concerns, consult your attorney. An advantage to hiring cleaning done through a company is that the cleaners who work in your home are more likely to be insured and bonded. In addition, the company will handle the taxes. However, you should ask about these issues before signing with a company.

If you control what must be done and how it will be done and you supply the necessary materials, the person is probably your employee.

What to Look For You may consider your cleaning needs routine, but the cleaning service may not if you are a group of male college students who prefer partying to cleaning or if you breed pot-bellied pigs. Conversely, maybe what you want is someone to pick up the toys, clean the bathrooms, dust, vacuum, and wipe down the counters in the kitchen once a week. Most cleaning services work at both ends of the spectrum, but your stated need will determine the level of service you will be provided. TIP: All cleaning requires some chemicals, whether 4 they are the so-called natural chemicals or not. Many

cleaning chemicals are toxic to animals and humans. So, you should ask for and receive a list of the cleaning supplies that will be used in your home and find out not only what kind of general training the cleaners in your home will have been given, but also whether the cleaners have been specifically trained in the proper use of chemicals. As in any case in which you will have someone working in your home, you should ask for and then 119

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The methods used by some cleaning companies tend to favor appearance over sanitation.

call references. Ask not only about the quality of work done, but also about consistency and reliability. Because a cleaning service may hold a key to your house and because cleaning typically is done when you are not at home, many companies do thorough background checks on employees. Ask what the company’s security policy is and how it would handle a problem such as theft or damage. If you’re hiring someone independently, the quality of the referrals may be your best insurance.

Red Flags The methods used by some cleaning companies tend to favor appearance over sanitation. Some companies have figured out that, for some clients, neat and clean are the same thing. So if the towels are hung straight in the bathroom and there are no obvious water marks in the sink, you may not know or care that that sink was not thoroughly scrubbed and disinfected. If you have special health concerns, ask the service to describe the techniques and products used and the precautions that are taken to make sure that bacteria are not carried from house to house on equipment (for example, the crew may use a sponge to clean a kitchen in one house and carry that sponge—and germs—on to the next house). You should feel that you are receiving customized service, but many crews work from a standardized list of tasks to be performed. However, every job should meet your standards.

Other Considerations Clear communication is key to satisfaction when it comes to cleaning. Everyone seems to have a little different idea of what “clean” means. Housekeepers and cleaning services want you to be specific about your preferences and needs. If a clean and orderly house to you means handpicking the carpet and not using room fresheners, you should mention these requirements. It 120

Chapter 14 CLEANING SERVICES AND HOUSEKEEPERS is fine to leave a list of special instructions and to call the company if the job is not done to your satisfaction. If a special request will necessitate much more time or equipment or a larger work crew, it is a good idea to arrange this service ahead of time through the company office. CONSUMER RESOURCES Even if you pay for service from a franAND PUBLICATIONS chise, it is often possible to have the same cleaner or crew of cleaners week after week, National Association of so that they get to know your house and the Professional Cleaners (P. O. way you like it cleaned. Box 13182, Akron, OH 44334; You can save some money if you make it 330-836-5646; www.napcnet.com) easier for the cleaning crew to do its job. Clearing off countertops and picking up chilInternational Executive dren’s toys can significantly cut the time for Housekeepers Association which you pay.

Trends

(1001 Eastwind Dr., Suite 301, Westerville, OH 43081-3361; 800-200-6342; www.ieha.org)

Housecleaning services are now offered as a American Maid Service job bonus or corporate perk. Association (1910 N.W. Military There has been a 30% increase in the Highway, San Antonio, TX 78213; number of households using cleaning services 800-299-2572; www.abiz4me.com) since 1985. Houses are not only getting bigger (the PUBLICATIONS average house size in 1970 was 1,500 square Cleaning and Maintenance Magazine feet, as opposed to 2,230 square feet 30 years later), but houses are becoming more difficult to clean because of use of such materials as stainless steel, which “show” spots and fingerprints. More and more cleaning services and housekeepers are using natural or environmentally sound products to protect the health of their clients as well as their own health. Some of these products do not leave the same polished appearance that use of harsher chemicals gives. But if you have health problems or children or pets, this may be an acceptable trade-off. Online services, such as imandi.com and Simplydone.com, attempt to match you with housekeepers or cleaning services in your local area. Two-way radios, navigation devices on cars and 121

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Between 14% and 18% of households in this country employ someone to clean the house.

vans, and bilingual staffs are some recent additions to the cleaning industry to improve service to clients.

Insider Facts Finding and keeping good employees is a constant problem in the cleaning industry. Turnover is extremely high. Lack of recognition for a job well done, poor or nonexistent benefits, low wages, transportation problems, and concerns about cleaning chemicals contribute to the turnover. (On the average, cleaners stay at a cleaning position for about a year to a year and a half.) To combat this dropout problem, many companies now have a starting pay rate above the minimum wage, and they offer benefits, such as paid vacation, referral bonuses, breakfast or lunch, and transportation. STATS AND FACTS: The $1.4-billion-per-year housecleaning business is growing at the rate of about 25% per year. Between 14% and 18% of households in this country employ someone to clean the house.

Because the earning potential is high (some franchises now gross $1 million or more per year) and business and organizational skills are paramount in running a successful cleaning company, highly educated and experienced retirees from the corporate world are finding second careers as managers and owners of cleaning businesses.

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PANEL OF INSIDERS Leone Ackerly founder and CEO Mini-Maid Inc. Marietta, Ga.

Dan Bishop president The Maids International Omaha, Neb.

Greg Longe president Molly Maid Inc. Ann Arbor, Mich.

Michael W. Baird president American Maid Service Association San Antonio, Tex.

Don M. Hay president and CEO Maid Brigade Inc. Atlanta, Ga.

Sarah Smock director of marketing Merry Maids Inc. Memphis, Tenn.

Robin Kotz Maid Brigade Greenwich, Conn.

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he college experience used to begin the first semester of the college-freshman year. It now begins the first semester of high school for some students. That is when college-prep services and collegeadmissions consultants prefer to begin working with a student to choose high school courses, extracurricular school activities, summer jobs, and community service projects that will impress college-admissions committees four years down the road. And a long road that can be. In addition to keeping up grades (the consultant may suggest a tutor if things are not going well in this area), playing on a team, and working and volunteering in the community, students will need to select as many as 25 colleges they want to attend and then do the required research to narrow that list to ten or so colleges. The student, the family, and the consultant must carefully consider whom to ask for recommendations. Then there is the task of writing résumés and letters to each person who will be asked to write a letter of recommendation. Prepping to do well on the SAT (Scholastic Aptitude Test) may involve a formal course or courses. At the same time, the consultant will help the student prepare financial-aid forms, review the application essay, and rehearse for interviews with college admissions representatives. High school guidance counselors, while seeing admissions consultants as a useful resource for some students trying to work their way through this process, would like to see students as concerned about staying in high school and doing well as they are about getting into the college of their choice. These same high school

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CollegeAdmissions Consultants

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counselors are well aware, however, that one reason for the boom in admissions-consulting nationwide is that high school counselors usually have little time to spend with college-bound students. With a typical caseload of 300 to 500 students, counselors CONSUMER RESOURCES spend most of their time working with kids in AND PUBLICATIONS trouble. The other undeniable facts about the situNational Association ation are that the admissions process is confor College Admission fusing and time-consuming, that good Counseling (1631 Prince St., colleges and universities remain very selecAlexandria, VA 22314-2818; tive, and that the cost of college is still rising 703-836-2222; www.nacac.com), at about twice the rate of inflation. an organization to which independent admissions consultants also belong. Independent Educational Consultants Association (3251 Old Lee Highway, Suite 510, Fairfax, VA 22030; 703-591-4850; www.educationalconsulting.org) PUBLICATIONS

The Trend Letter College Admissions Journal NACAC Bulletin

Nearly 91% of good fouryear schools still accept only about one-half of those who apply for admission, but there are more than 2,000 accredited public and private institutions in this country.

STATS AND FACTS:

Where to Begin

People who work on college campuses, professors and administrators alike, know from years of working with students that one major predictor of a successful and happy college experience is matching the student with the right school in the first place. And “right” does not necessarily mean, the experts caution, a prestigious university or the family alma mater. It means a school that matches the student’s needs and interests. A good counselor or consultant can help identify those needs and interests and provide students and their families up-to-date information about a large number of institutions that would be good options.

What to Look For You have a choice of working with an independent admissions consultant, who can tailor a package of services and offer more handholding, or obtaining 126

Chapter 15 COLLEGE-ADMISSIONS CONSULTANTS services through large national companies, which tend to offer help in selected areas, including test preparation; English instruction for nonnative English speakers who wish to attend an American university; coaching for exams like the GMAT, which are now available to be taken on a computer; online tutoring in specific subjects; and admissions management. Some college consultants focus on selecting the right campus, while others are concerned with obtaining the largest amount of financial aid. Your selection of a consultant may depend upon which problem concerns you most. If you merely want help filling out the forms, there 4 TIP: are consultants who limit themselves to filling out the applications for financial aid and to conducting scholarship searches. The flat fee for this service averages $250 to $700. However, if your primary goal is to search for scholarships, you will probably do just as well—for free— by visiting the high school guidance office or the College Board’s Web site at http://cbweb10p .collegeboard.org/fundfinder/html/fundfind01.html. Because the number of admissions consultants in this country has grown from approximately 1,000 to over 4,000 in just a few years, it is important to check the background, credentials, and experience of any prospective consultant. The Independent Educational Consultants Association, the association of admissions consultants, mandates 100 visits to different campuses as a requirement for initial association membership. This is necessary, the association believes, so that consultants will have first-hand knowledge of what is available at various schools. Members of the IECA spend about 25% of their time on the road to keep abreast of campus changes. At least three years’ experience as a college counselor is also required before applying for membership in IECA.

STATS AND FACTS:

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Many consultants have previously worked as high school counselors or in college admissions. This kind of background can be invaluable in helping students understand the mind-sets and policies of those who will be part of the admissions process. College-admissions offices, quite naturally, are looking not only for good students but also for a good student-body mix. (In fact, many colleges and universities now hire consultants of their own to help them select students.) Admissions offices want letters of recommendation from high school counselors and teachers. (Consultants cannot write these letters.) High school counselors must also provide tests scores and information about grades to admissions offices. The consultant’s job is to inform the student about the facts of the admissions process from the points of view of the college and the high school, to suggest as many colleges and universities as fit the student’s needs, and to help the student navigate the admissions process. TIP: There should be a comfortable relationship be4 tween the consultant and the student. The subject of

which school to attend is often a loaded one within a family, and one reason for hiring a consultant is to interject the calm voice of a disinterested, yet knowledgeable, third party. Students who have learning disabilities, or a history of behavioral problems, or lackluster performance in high school are not immediately disqualified from attending college. Some consultants specialize in helping students with these concerns. Before hiring a consultant to help with these or any other concerns, ask yourself: How much do I know about the college-admissions process? ■ What are my expectations for the outcome if I hire a consultant? What more do I expect to accomplish ■

with a consultant than without? ■

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Am I worried enough about this process to pay for consultation?

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If I don’t hire a consultant, will I regret it if my child does not get into one of his or her top choices of schools?

And there are some questions you should ask a prospective consultant: What specific training have you had to do this work? Are you a member of any professional organizations? ■ How well do you know the various colleges and universities? ■ How long have you been consulting? ■ How do you work with all the people concerned to help the student? ■ How many of your clients graduate from the colleges in which you have helped place them? How many have ■ ■

had to transfer to another college or university? STATS AND FACTS: Hourly rates for admissions consultants run from about $75 to $200. Planning that spans a couple of years of work can cost $1,200 to $3,000.

Red Flags The fewer promises a consultant makes, the better. Avoid one who promises to get your child into his or her first-choice school. Working through the admissions process is a good opportunity for your child to learn and practice communications skills and ethics. That is only one reason to avoid a consultant who urges you to do something unethical or illegal, such as having someone other than the student write the admissions essay. Be wary of consultants who promise admission to a specific college or university because they know someone there. The admissions process at most colleges and universities has as many checks and balances in the system as the U.S. federal government. The idea that if you pay more you get more does not necessarily hold when it comes to admissions consulting. No consultant is likely to be able to get a student into a good university if the student is not qualified to attend. 129

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Some admissions consultants are choosing to specialize in small liberal arts colleges or technical universities.

You may want to exercise caution in working with a consultant who admits that he or she often disagrees with high school counselors. Counselors are a necessary part of the admissions team.

Other Considerations The success of good admissions consultants is not measured by the numbers of their clients who are admitted to colleges and universities but rather by the numbers who have a good educational experience and graduate. Most college-admissions offices view their job to be as much promotion as gatekeeping, and they are eager to speak with prospective students and their parents and to provide information and arrange visits. Admissions personnel and counselors agree that there is no substitute for a visit to the campus by the student, not even an accurate assessment of the campus by an admissions consultant. STATS AND FACTS: Many private schools are now oper-

ating under what is called a need-sensitive admissions policy. This means that a student’s need for financial aid is factored into the admissions equation. In certain situations, a student who needs less financial aid may stand a better chance of getting in. A good admissions counselor may know which private schools use needsensitive admissions policies and factor in this information when working with individual clients. Technology is making changes in the admissions process. Students can now access a great deal of information about specific institutions online. It is even possible, not to mention faster and in some cases less expensive, to submit multiple applications electronically.

Trends The field of educational consulting is becoming increasingly specialized. Some admissions consultants are 130

Chapter 15 COLLEGE-ADMISSIONS CONSULTANTS choosing to specialize in small liberal arts colleges or technical universities. Others are working with clients who are seeking entry into graduate school or schools of law, medicine, or engineering. Many corporations are offering admissions consulting as a benefit to employees who are facing the college-admissions process as they return to school for further training. Three-fifths of the states require that students pass a basic competency test to graduate from high school. In addition, most colleges want to see SAT scores. However, these tests are, for the most part, not aligned with the school curriculum. So teachers or parents or consultants have to spend time prepping students to pass these tests. Consulting services have emerged to fill this gap between what teachers are asked to teach and what students are tested on. STATS AND FACTS: Some consulting services work as partners within school systems. They offer test preparation programs at no cost to the individual students and help teachers and counselors to better understand testing, measurement, and assessment.

Insider Facts Parents and students worry about students getting into college. But colleges and universities throughout the country are worried about keeping students once they have them. Retention is a nationwide problem, and schools know there are costs to students and the institution when students drop out after a semester or leave to try another school. Many professional educators are concerned about so-called early action, early-decision admissions, in which a college will give early acceptance to students in exchange for their making a commitment to attend that school. They worry that students, pressured by their eagerness to know which school they will be attending, make a decision before they have carefully considered all their options. 131

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Educational counselors suggest taking college ratings with a big grain of salt. Statistics do not tell the whole story. Nor do ratings have much to do with the school’s suitability for your particular child.

PANEL OF INSIDERS John Bogley dean of admissions Whitman College Walla Walla, Wash. Laura Frey director of admissions Vermont Academy Saxton’s River, Vt. and president New England Association for College Admission Counseling Barbara Hall director of guidance Bishop Devenger High School Fort Wayne, Ind.

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Stephanie Hoffman assistant director of admissions University of South Dakota Vermillion, S.D. and president Dakota Association of School Counselors and College Admission Professionals

Bruce Neimeyer director of admissions Rutgers University Newark, N.J.

Irene Kovala dean of alternate learning College of DuPage Glen Ellyn, Ill. and president Illinois Association for College Admission Counseling

Mark Sklarow executive director Independent Educational Consultants Association Fairfax, Va.

Jeff Rubenstein director of research and development Princeton Review New York, N.Y.

asy credit + overspending = mounting interest + poor credit + calls from collection agencies. Consumer credit counselors know this equation well. It is what leads nearly 1 million Americans families to seek credit counseling each year. Faced with the unpleasant reality that their debt payments exceed their income, clients in this kind of trouble find that credit counselors can show a way out of the seemingly impossible situation. Negotiation with creditors, debt consolidation and repayment, and learning new budgeting skills are some of the services the credit counselor can offer. A reduced monthly payment and a negotiated break on interest charges can be the turnaround point for getting out of debt. Learning new spending and saving habits can be the key to staying out of debt. This fresh start does not come without a price. It typically takes three to four years of working with a credit counselor to clear significant debt. And changing a spending habit and lifestyle is not easy. And even if you begin cleaning up your act, negative information on your credit record will affect your ability to obtain additional credit for some time. (Federal law requires that negative information be dropped from your credit record after seven years, while bankruptcies disappear after ten years.) However, most people who seek credit counseling agree that learning how to manage money is better than losing key relationships or possessions, which is often the price paid for uncontrolled spending.

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Credit Counselors

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Where to Begin The National Foundation for Consumer Credit suggests the following guide to determining whether you are headed toward a financial crisis: ■

Do your monthly credit bills account for more than 20% of your take-home pay? (Exclude rent or mort-

gage payments.) Can you make only the minimum payments on your charge card accounts? ■ Are you uncertain how much you owe? ■ Do you have little or no savings? ■ Are you near the limits on your credit cards? ■ Have you had to take out a loan to pay off another loan? ■ If you lost your job would you be in immediate financial trouble? ■

Even a couple of yeses to these questions suggest the need for counseling. There are two types of credit-counseling services: nonprofit and those that charge for their services. One of the largest nonprofit counseling services in the U.S. is the Consumer Credit Counseling Service, which has nearly 2,000 offices throughout the country. Some CCCS offices offer a free debt repayment plan; others charge a nominal fee based on what you owe creditors. One of the best-kept secrets in the country is the fact that many excellent credit-counseling aides are available free through county/cooperative extension offices. Two programs in particular, the Power Pay Program and Money 2000, have helped many consumers to reduce their debts. Cooperative extension offices can be easily located by looking in the telephone directory under county offices or by calling schools of agriculture at state universities. These services, established to serve as a link between researchers and state residents, are excellent sources of information for consumers. Military organizations provide a great deal of excellent financial and credit information to those serving in the various branches of the armed services. For-profit agencies charge by the hour or charge a 134

Chapter 16 CREDIT COUNSELORS fixed price for a specific service, such as helping you resolve a disputed charge. These agencies are more likely to suggest measures such as taking out a homeequity loan or filing for bankruptcy to clients than are nonprofit agencies. A free initial consultation is often standard for both types of counseling services. TIP: Avoid any credit-counseling service that advertises 4 that it can fix bad credit. Only you can clear your fi-

nancial record.

What to Look For You should ask whether the counselor is a member of the National Foundation for Consumer Credit, the Association for Financial Counseling and Planning Education, or other professional organizations. Also, find out whether the agency itself is accredited by the Council on Accreditation for Children and Families (COA), which accredits more than 4,000 programs through the U.S., because children are the ones often hardest hit when a family experiences financial difficulty. COA’s sponsoring organizations include many nonprofit organizations concerned with the welfare of children and families. To be accredited by COA, an agency must be audited annually, offer a variety of consumer-education programs, disburse funds to creditors at least twice per month, and be licensed, bonded, and insured. You should also call the Better Business Bureau to make sure that no complaints against the agency remain unresolved. It should be possible to get an appointment right away when you contact a counseling service. You should be able to speak to a person, not just a recording. The service should offer long hours, as well as evening and weekend appointments. A good Web site and bilingual support are becoming standard. Ask exactly what fees are included in your monthly repayment program. Look for an agency that offers an initial free consultation and low fees. 135

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Red Flags Be wary of a counseling service that suggests more extreme measures, such as a home-equity loan or bankruptcy, before trying simpler measures, such as debt consolidation. (You could, for instance, roll several high-rate credit card balances onto one lower-rate card. Or, you could take out a debt-consolidation loan to accomplish the same thing. There’s nothing basically wrong with the idea of borrowing money to pay your debts, as long as you realize that consolidating bills doesn’t eliminate them.) Avoid a service that suggests it can remove negative information from your credit report, because it can’t. Beware an agency that does not provide you with a detailed monthly statement showing how much has been paid to each of your creditors.

CONSUMER RESOURCES AND PUBLICATIONS National Foundation for Credit Counseling (8611 Second Ave., Suite 100, Silver Spring, MD 20910; 800-388-2227; www.nfcc.org) Springboard (P.O. Box 5438, Riverside, CA 92517-5438; 800-462-2227; www.ncfe.org)

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The Federal Consumer Information Center, part of the U.S General Services Administration, publishes many consumer publications. You’ll find those concerned with credit and other money matters listed at: www.pueblo.gsa.gov/money.htm.

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The Office of Consumer and Business Education through the Bureau of Consumer Protection, under mandate from the Federal Trade Commission, offers a variety of consumer publications online at ConsumerLine (www.ftc.gov/ftc /consumer.htm).

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The Jumpstart Coalition (919 8th St., N.W., Suite 300, Washington, DC 20036; 888-453-3822; www.jstart.org) is an organization that helps educate children about financial matters.

Association of Independent Consumer Credit Counseling Agencies (11350 Random Hills Rd., Suite 800, Fairfax, VA; 703-934-6118; www.aiccca.org) PUBLICATIONS ■

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Some credit card companies, such as VISA and MasterCard, offer free debt management materials to their cardholders.

Chapter 16 CREDIT COUNSELORS Any debt-counseling system that focuses solely on the process of budgeting is bound to fail. Financial reeducation, which includes taking a hard look at attitudes toward money and spending, is essential.

Other Considerations If you do some homework—preparing a file of your income, expense, and debts, letters from creditors, recent tax returns—and take this file with you, you should be able to find out what options you have in your first meeting with a debt counselor. You should know which of your debts are secured (attached to property), because these debts usually cannot be consolidated. Student loans also are nonnegotiable. Most credit-counseling services will require you to cut up your credit cards, usually in the presence of your credit counselor. Most of the best counseling services offer housing counseling and can help with such matters as foreclosure proceedings on your house and delinquency of payments.

Any debt counseling system that focuses solely on the process of budgeting is bound to fail.

It is important, when trying to clear debt, to under4 TIP: stand your legal rights. Under the federal Fair Debt Collection Practices Act, collectors must stop calling you at home or at work if you request in writing that they do so. A counseling service can help with this matter. Detailed information concerning this legislation, which governs third-party collection of debts, can be found online at www.ftc.gov/os/statutes/fdcpa/fdcpact.htm. Although you should ask your counselor, “How big will my consolidation payment be?’’ the more important question is, “How will these actions affect me longterm?” Knowing that you can completely clear your debt in three years, say, can be very encouraging.

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25% to 50% of our spending. Debt problems, however, are moving down the age scale. Card issuers are offering cards to children as young as 13. This availability of credit coupled with the fact that teens in this country spend about $158 billion per year, often means very early experience with the negative side of credit. Some credit-counseling agencies are beginning to offer Internet counseling in addition to telephone and in-person counseling. The NFCC recently reported that, although on average nearly 80% of their clients are eligible to file for bankruptcy, only 10.5% actually do so. This is a very good thing, because bankruptcy stays on your credit report for ten years. STATS AND FACTS:

Insider Facts Some credit card companies will forgo adding finance charges to your account if you are working with a credit counselor. Others will lower their interest rate. More credit-counseling agencies are willing to see clients before a full-blown financial crisis occurs to answer questions or to point out options that may head off serious trouble. See also the profile of Financial Planners.

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PANEL OF INSIDERS Suzanne Bingham director Association of Independent Consumer Credit Counseling Agencies Fairfax, Va. Sharon Burns executive director Association for Financial Counseling and Planning Education Upper Arlington, Ohio

Steve Rhode president Myvesta Gaithersburg, Md.

Rosemary Skrupa president Credit Advisors Inc. Omaha, Neb.

Paul S. Richard director National Center for Financial Education San Diego, Cal.

Diane Wilkman Consumer Credit Counseling Service Riverside, Cal.

Michael Rupered UGA Cooperative Extension Service Athens, Ga.

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he fact that the American Dental Association recognizes eight specialties, more than 30 academies and associations, and more than 90 areas of special interest, such as sports dentistry and geriatric dentistry, suggests something of the immense change that has occurred in this field in the past 30 years. Not only have the consumer’s options for specialized treatment greatly expanded, so have consumer expectations. Today it is the norm, not a rarity, to keep teeth for a lifetime. In the past 20 years, the number of children with cavities has dropped by half. Americans may be spending about $24 million dollars a year for dental care, but we are getting a lot for our money—and we are getting it pain-free (except, as the old joke goes, for writing out the check).

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Where to Begin Finding a good dentist should be relatively easy to do. The experts agree that a referral from enthusiastic (not merely satisfied) friends and family is worth listening to. Physicians, pharmacists, and dental specialists, particularly periodontists (gum specialists), know who the best practitioners are. If you are moving to another town, ask your current dentist for a recommendation. The American Dental Association is a vast organization, but it’s also a well-coordinated network. Members from one area often know personally or by reputation excellent dentists who practice in other areas. As a matter of fact, the executive director of the local dental society should have a list of members he or she she could recommend.

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Dentists

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You might begin an interview by asking the dentist to tell you about his or her training, philosophy of dental treatment, and views on prevention.

What to Look For A good practitioner will welcome an interview with you and a tour of the dental office. Visits to three or four offices will give you a good basis for comparison. The front office is indicative of what goes on in back. The staff should be welcoming and well-organized. The level of service, according to one expert, should be the same as that you would expect at a fivestar restaurant or hotel. The office should also be fully computerized. Finally, if the front office is doing its job, the waiting room should be nearly empty. The equipment in the treatment areas should appear to be new or nearly so. The availability of equipment, such as an intra-oral camera, suggests that the dentist is keeping up with technological change. (An intra-oral camera photographs a tooth or part of the mouth and projects it on a screen so that the patient can see what the dentist is talking about: “See the wear on the back of this crown?”) Measures taken to control infection should be obvious. The use of gloves, masks, gowns, and goggles should be standard. Implements and countertops should be disinfected and sterilized after every patient. TIP: Although possible HIV infection from poorly con4 trolled dental treatment has had quite a bit of press,

spread of hepatitis is actually a more likely occurrence and bigger concern. Infection can be controlled by placing instruments in bags and sterilizing them in an autoclave. You might begin an interview by asking the dentist to tell you about his or her training, philosophy of dental treatment, and views on prevention (infancy through old age). Ask the dentist if he refers patients to specialists and for a description of the full range of services he provides. Far from viewing such questions as an irritation, dentists say they would welcome more of them from their patients. Today, good dental health is considered a partnership, although dentists view their role in that partner142

Chapter 17 DENTISTS ship along a scale of “coach” to “drill sergeant.” You will be more comfortable with a dentist whose style matches your own need to know what is going on and your desire to participate in your own dental health. Generally speaking, however, a good dentist CONSUMER RESOURCES will try to make you part of the team in some AND PUBLICATIONS way and will usually favor conservative, as opThe American Dental posed to extreme, treatment options. Association (211 East Chicago Find out what kind of continuing-educaAve., Chicago, IL 60611; tion courses the dentist has recently taken. 312-440-2500; www.ada.org) (Although most states require continuinghas consumer advisers. education courses for renewal of licenses, about ten states still have no such requireThe International/American ments.) Attending professional meetings, readAssociations for Dental ing journals, and taking part in study clubs are Research (1619 Duke St., other useful methods for staying current. Alexandria, VA 22314; Membership in state and national profes703-548-0066; www.iadr.com) sional organizations, particularly the Ameripublishes information that is can Dental Association, publishing in useful to consumers. professional journals, and being certified as a peer reviewer (a dentist who reviews papers PUBLICATIONS written by other dentists) are also indications Journal of Dental Research of greater-than-average competence. Advances in Dental Research A standard examination can tell you a great deal about a dentist. A good dentist will be prevention oriented and will routinely conduct the following four screenings recommended by the American Dental Association: ■ A screening for oral cancer. This cancer is not uncommon (there are about 30,000 new cases a year) and most of them are first noticed by dentists. ■ A periodontal screening. The dentist or the hygienist should measure the distance, or gap, between the teeth and the gums. Too much distance is indicative of the early stages of periodontal disease and requires treatment so that the tooth will not be lost. ■ A check of the temporomandibular joint. By checking to see whether there are any clicking or popping noises when you open your mouth, the dentist can get an idea whether you may have trouble with this joint in the future. 143

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■

On the initial visit, this should include a complete set of x-rays.

A tooth-by-tooth examination.

The dentist you choose will want to educate you. He or she should take a complete dental history and then listen to you about your concerns and goals for treatment and health. You should have the feeling that the dentist views oral health as an integral part of overall health. In many research projects and surveys, lack of control has been shown to be the patient’s real fear about dental treatment. So a good dentist will be sensitive to your fears and will want to know about your reactions to past treatment, both good and bad. He or she will explain all options for pain control, including nitrous oxide, local anesthesia, electronic anesthesia, and relaxation and distraction techniques. There should be a way to reach the dentist easily in case of emergency. The emergency service should be available 24 hours every day. If treatment is indicated, the dentist should explain your options. For example, in the case of a missing tooth, there are up to six or seven ways to proceed. There are about five modalities for teeth whitening. A good dentist will also explain the risks, benefits, and costs of each option, and how long treatment should take for each option. Most insurance benefits expire annually. For ex4 TIP: ample, your plan might provide up to $1,000 of dental benefits per year, usable only in that year with no carryover to the next. A good dentist will help you plan elective treatment to maximize your benefits and minimize your out-of-pocket expenses. Any treatment option you decide on should make sense to you. It is always sensible to ask how long any treatment modality has been used and how long any “new” treatment was in the research stage. Clear financial arrangements are important for both the patient and the dentist. Patients are con144

Chapter 17 DENTISTS cerned about payment because many dental plans do not fully cover the cost of expensive treatment. Good dentists are concerned that patients will make decisions about treatment based on what the insurance will pay and not on what needs to be done. Most dentists are happy to work with patients to ensure that they get the treatment they need. Many managed-care dental systems reduce dentists’ fees by 30% to 50%. A high-quality dental office working only within a managed-care system will have difficulty financially, because this reduction in income cannot be balanced by increasing the number of patients seen without seriously compromising the quality of the work the dentist does. Consider, too: The typical $1,000 annual maximum of most dental-insurance plans has remained the same for nearly 25 years. STATS AND FACTS:

You want done only what’s necessary, when necessary, to preserve your teeth and good oral health.

Red Flags Good dentists will tell you that less competent dentists may overdiagnose or propose treatment because it is covered by the patient’s insurance. You want done only what’s necessary, when necessary, to preserve your teeth and good oral health. Caution is especially indicated if your employer has a direct-reimbursement program in which the employer pays claims directly from a company fund. In these situations, there is no third party, such as an insurance company, to monitor the work being done. Be cautious about working with a dentist who does not present a clear treatment plan or one who does not require financial arrangements to be clearly understood in advance of treatment. A dentist who works without even one assistant, running back and forth among patients, can provide substandard care. Find another practitioner if you feel that you are not getting thorough exams, if the dentist chronically runs late, or if the office appears dirty or disorganized. 145

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If, after a few visits, you notice a lot of turnover in front-office staff, you may want to reconsider your choice of dentist. A stable staff provides a much higher level of service. Nor should you have to suffer tension between staff members and the dentist.

Other Considerations Expectations play a large role in eventual satisfaction with a dentist. If you and your dentist both make your expectations clear, both of you will be happier with the outcome. This is especially important when working with a specialist. (For example, most pediatric dentists assume that a child’s office visit will include an examination. If you prefer that your child have a chance on a first visit to just look around and meet the dentist, you need to say so.) If you are seeking the services of a cosmetic dentist, ask to look at before-and-after photos to see the range and quality of the dentist’s work.

Trends It is difficult to be too optimistic about future advances in the field of dentistry. The past few years have seen such technological advances in the field as: ■

The use of lasers in treating periodontal disease.

Lasers promote fast healing and cause little posttreatment pain. The use of intra-oral cameras to show the patient exactly what needs to be done. ■ The use of aggressive fluoride treatment to reverse small cavities. ■ The use of VCRs to control pain. (Bring one of your ■

own favorite videos to the office, choose one from the dentist’s selection, or pop on video eyewear to use guided imagery to relax.) ■ Ultrasound tartar removal (the use of sound waves to vibrate tartar off.) ■

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Electronic probes that measure the distance between teeth and gums to detect periodontal disease.

Chapter 17 DENTISTS

The use of tiny video cameras for help in fitting crowns and bridges. ■ The use of sealants to protect surfaces. ■ Techniques that allow successful orthodontia for patients ranging in age from 3 to 82 years. ■ The use of instructional CD-ROMs in waiting rooms. ■ Digital x-rays that require less radiation and eliminate film processing, allowing hygienists to instantly show ■

you the results of your x-rays.

Insider Facts Electronic anesthesia, which eliminates needles, pain, and numbness, has been developed in Europe and may soon be available in the United States. A small electronic receptor placed near the diseased tooth isolates and neutralizes the nerve fibers that transmit pain. On a less positive note is the growing trend toward purchase of individually owned and managed dental PANEL OF INSIDERS Howard Achen, DDS Las Cruces, N.M.

Hazel J. Harper, DDS, Washington, D.C.

Max M. Martin Jr., DDS Lincoln, Maine

Harold E. Donnell Jr. executive director Academy of General Dentistry Chicago, Ill.

Stephen Hardymon executive director Washington State Dental Association Seattle, Wash.

Winston Morris, DMD Lakeland, Fla.

Frank Grimaldi, MD University of California– San Francisco Medical Center San Francisco, Cal.

Lee Hawkins, DDS Gainesville, Ga.

Eugene M. Seidner, DDS Caldwell, N.J.

Jacob J. Lippert, DDS Jefferson City, Mo.

Don Theophilus, DDS Norfolk, Neb.

Jeffrey Parrish, DDS Issaquah, Wash.

Daniel B. Livingston, DDS St. Louis, Mo.

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practices by huge corporations, which then hire back the dentists as employees. Some states outlaw the practice and insist that practices be owned by licensed dentists so that the standards governing the management of the practices will conform to professional standards and not just the corporate bottom line.

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e live in information-rich, potentially nutritionally poor, times. We are bombarded almost daily with news bulletins suggesting that we eat one food and avoid another, with faddish weight-loss ideas, and with dire predictions about the effects on our health of eating the wrong foods. It is little wonder the stress from not knowing how to interpret conflicting information about nutrition propels us in the direction of our favorite comfort foods. Today, weight loss, although a major concern for the 61% of Americans who are clinically overweight, is being supplanted on our list of concerns by other problems related to what is on our plates. Eating disorders, diabetes, and food sensitivities are affecting growing numbers. The safety of the food production industry and uncertainties about genetically altered foods are new issues for everybody. Fortunately, our decisions about what food we should eat do not have to be based on a guess and a gulp. Nutrition is a scientific discipline, and researchbacked information is available.

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Chapter 18

Dietitians

Where to Begin The nightly newscast is probably not the best source of accurate dietary information; a registered dietitian or a medical doctor with special interest and training in nutrition is. A registered dietitian (RD) must have earned a bachelor’s degree and have completed as many as 1,600 hours of supervised practice in a clinical setting or a master’s degree in nutrition as well. 149

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CONSUMER RESOURCES AND PUBLICATIONS American Dietetic Association (216 W. Jackson Blvd., Chicago, IL 60606; 800-366-1655; www.eatright.org) American Academy of Pediatrics (141 Northwest Point Blvd., Elk Grove Village, IL 60007; 847-434-4000; www.aap.org) American Medical Association (515 N. State St., Chicago, IL 60610; 312-4645000; www.ama-assn.org) International Food Information Council (1100 Connecticut Ave., N.W., Suite 430, Washington, DC 20036; 202-

296-6540; http://ific.org) American Council on Science and Health (1995 Broadway, New York, NY 10023; 212-362-7044; www.acsh.org) PUBLICATIONS

Journal of Nutrition Food Insight Many popular publications, such as women’s magazines, parents’ magazines, and cooking magazines have registered dietitians on staff or have registered dietitians write food articles. The information from these sources is reliable.

The typical graduate program in dietetics requires just two or three fewer courses than does traditional premedical training. The 69,000 members of the American Dietetic Association work in many settings, including private practice, hospitals, HMOs, wellness centers, publichealth offices, universities, and research facilities. Although, in the past, medical schools have not stressed training in nutrition, today it is a common practice to have an RD teaching nutrition to future MDs. And, in practice, medical doctors and registered dietitians work as a team to solve patients’ food-related problems. Pediatricians tend to be the most nutritionsavvy medical practitioners because proper nutrition is so important to children’s growth and development. To begin to find the help you need concerning nutrition, first consult your family physician, who will often refer you to an RD with whom he or she has worked. The American Dietetic Association maintains a national referral hotline for linking consumers to RDs in their area; state dietetic association offices also will 150

Chapter 18 DIETITIANS refer. Hospitals and county cooperative extension offices, established to serve as a link between researchers and consumers, are other possible sources of names of good dietitians. All dietitians are considered nutritionists, but not 4 TIP: all nutritionists are dietitians. The designation RD (registered dietitian) means that the dietitian is nationally certified; CD (certified dietitian) indicates state licensure or certification. The national certification process tends to be more rigorous and is therefore the preferred designation. In order to practice, however, RDs also need to be licensed by the state.

What to Look For Most of us like simple answers. In the case of human nutrition, however, there are few of those. What may be the answer for one person may not be for another. Yet, because we all eat, and most of us avidly pursue this field of study, it is easy to assume some expertise about the subject. In fact, there are many self-styled nutritionists practicing today with little more than this common experience with food and some strong food prejudices. There is growing popular recognition of the fact that foods are chemicals. It takes someone with clinical training to understand how these chemicals affect people and to know how to design a food program that balances and blends the foods we need for optimum health and the foods we want to eat for pleasure. You should work only with a registered dietitian or medical doctor, both of whom know how to diagnose imbalances and can prescribe food as medicine.

You should work only with a registered dietitian or medical doctor, both of whom know how to diagnose imbalances and can prescribe food as medicine.

Molecular biology, cellular physiology, clinical nutrition, nutrition intervention, dietary trends, dietary assessment, maternal and child nutrition, energy metabolism, and mineral nutrition are just a few topics considered essential information for successful dietetic practitioners.

STATS AND FACTS:

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Dietitians have become de facto cooking teachers for many clients who were never taught to prepare food.

Ask the prospective dietitian or physician about the specific courses, training, and experience he or she has had that relates to your problem. Improving one’s health has supplanted losing weight as a reason many people seek the services of a dietitian. In this case, the dietitian’s goal is usually to teach how to make better food choices. A food history and a food diary are common assessment tools. Dietitians favor gradual changes in diet and can provide clients with recipes and new shopping skills to help effect those changes. Well aware that the only kitchen tool many clients know how to use is the microwave, dietitians have become de facto cooking teachers for many clients who were never taught to prepare food.

Red Flags Because there is still no legal definition of nutritionist, the training and experience of practitioners vary widely. Many are self-taught. Ask to see proof of professional certification. Be wary of nutritionists who base their practices on selling products or books they have written.

Other Considerations Dietary habits take some time to change. You can expect to work with a dietitian over a period of several weeks or months. STATS AND FACTS: The average fee for the services of a registered dietitian is $55 to $65 per hour.

Trends Nutrition has become a hot legal topic. The recently passed Medicare Medical Nutrition Therapy Act (HR 1375) allows RDs and other nutrition professionals to be reimbursed for nutritional therapy given for the purposes of disease management when the service is provided by physician referral. 152

Chapter 18 DIETITIANS American families are eating fewer meals together and eating out much more than we used to. The American Dietetic Association, the U.S. Department of Agriculture, the Dairy Council, and the American Academy of Pediatrics are some of the groups concerned about teaching children how to eat well in the current food environment. Many of these groups provide educational materials. Practitioners working with people suffering from chronic disease, such as diabetes and allergies, are increasingly looking at nutritional factors that might contribute to the ongoing problem.

Insider Facts Some dietitians are now using their technical training to work as personal chefs for clients with special nutritional concerns. Dietitians charge about the same or only slightly more for this service than the average fee for service from a personal chef (see the profile of Personal Chefs). An expanding area of nutritional research conPANEL OF INSIDERS Jennifer Anderson, PhD, RD Department of Food Science and Human Nutrition Colorado State University Ft. Collins, Colo. Roseann Lyle, PhD Department of Health, Kinesiology, and Leisure Studies Purdue University West Lafayette, Ind.

Stella Cash, RD, MED, MS board member American Dietetic Association also, Department of Food Science and Human Nutrition Michigan State University East Lansing, Mich.

Virginia Stallings, MD Division of GI and Nutrition The Children’s Hospital of Philadelphia Philadelphia, Pa.

Sylvia Escott-Stump, MA, RD, LDN Department of Nutrition and Hospitality Management, Becky Schneider, RD, CD East Carolina University Health Professions Greenville, N.C. Certification Board State of Indiana Indianapolis, Ind.

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cerns herbs and supplements. Many dietitians and physicians believe that more information is needed about these nutritional options and that such supplements may not be necessary—if the patient has a varied, healthful diet. The new dietary guidelines released in 2000 by the U.S. Department of Agriculture listed activity as a separate dietary factor. Cultural background, socioeconomic level, and religion all play large roles in the way we eat. Dietitians are aware of these factors and are able to incorporate a variety of food options to match a broad range of circumstances.

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ost of us assume that all we have worked hard to accumulate will naturally pass to our spouses and children when we die. And it generally will, even if we are among the 70% of Americans who die without a will—but not necessarily in the way that you would choose. If you don’t have a valid will at your death (intestate in legal jargon), your assets will be divided among your relatives according to your state’s one-size-fits-all plan, which may be a far cry from what you want. If you have no heirs that fit the state’s definition, the assets go to the state. By contrast, an estate plan lets you call the shots. You can divide your property just about any way you like (although you can’t disinherit a spouse). You can name the guardian of your children and design creative trusts to achieve your goals. You can provide for a nonmarital partner. You can help your favorite charities. You can ensure what will happen if you become disabled. And there’s still the issue of the federal estate tax. Because changes to the estate tax law are likely to be phased in over several years, you still want to do what you can to reduce the tax bill in case something happens to you between now and then. Right now, the law ignores any amount that you leave to your spouse or to charity, and up to $675,000 of assets that you leave to others. (That $675,000 is currently scheduled to gradually increase to $1 million in 2006.) So, it’s especially crucial that you have an estate plan if your estate is already over or creeping close to the $675,000 level at

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Chapter 19

Estate Planners

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With the use of the tools available to an estate planner, it takes relatively little time and money to protect your assets and your family.

which the tax kicks in. And you may be closer than you think, when you add up the value of your home, mutual funds, stocks and other investment assets, including the value of a pension plan and your balances in retirement accounts, such as IRAs and 401(k)s. Keep in mind that funds from an IRA, pension or life insurance policy will pass directly to your beneficiary without getting held up in probate—the often costly, time-consuming court-supervised process to settling an estate—as will any property that you owned jointly with right of survivorship, the form of ownership usually chosen by spouses. But unless the IRA, in particular, is specifically mentioned in a trust, you could face serious tax consequences.

Where to Begin With the use of the tools available to an estate planner, it takes relatively little time and money to protect your assets and your family. In a couple of hours or so for each document, for example, an attorney can prepare a will, a durable power of attorney for financial matters, a durable power of attorney for health care, and appropriate trusts. A good estate plan involves careful consideration of a large number of issues, including taxes, insurance, federal and state laws, your assets and liabilities, disposition of valued objects, and the long-term welfare of all those people you care about. In addition, matters relating to divorce, remarriage, and blended families, incapacitation, family businesses, and long-term medical care are spelled out in an estate plan. A basic estate-planning package may cost from $500 to $5,000. The average is $1,000 to $1,500. However, it could cost more, depending on the complexity of your circumstances, such as owning a business. One of the benefits of working with a professional 4 TIP: in estate planning is having a disinterested, but knowledgeable, third party with whom to discuss such difficult issues as whether heirs should receive equal 156

Chapter 19 ESTATE PLANNERS shares, whether to disinherit certain heirs, and what should be done in a remarriage if one spouse has more children or has contributed substantially more to the estate. An estate plan should answer the following important questions: ■ ■

Who do you want to inherit your assets? How do you want them to get the property,

outright

or in trust? ■ ■

Who will be the guardian of your children? Who will be the executor of your estate after your death? The executor is the person designated to

carry out your wishes as stated in your will after your death. An executor handles the actual transfer of your property to your heirs, as well as making sure any taxes, debts, and other obligations are paid. How will the bills at the time of your death be paid? How should you and your spouse hold title to your property? ■ How can you minimize taxes while you are living, at ■ ■

the time of your death, and for your surviving spouse or heirs? ■ If you can’t manage your financial affairs, who will do it for you? ■ Who will make decisions about your medical care if you are unable to? Estate planning can be a team effort, involving an attorney and possibly an accountant and an insurance professional. A sensible way to choose the team leader is to talk initially with either your accountant or your attorney, whichever one you know best and whichever already has the most information about you on file. Keep in mind that it will eventually have to be an attorney who draws up the actual documents. It is also helpful to remember that each member of your estate planning team will probably favor the approach or factor with which he or she is most familiar, that is, wealth maximization or tax minimization, for example. It is possible to find firms that offer estate planning 157

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and have accountants, financial analysts, and attorneys under one roof. It is also perfectly possible to create your own team or to ask your accountant or attorney to oversee the project and suggest other professionals to lend their expertise. Attorneys who practice business or family law are often good sources of recommendations of attorneys who practice estate planning. Bankers, doctors, and ministers often have occasion to work with estate planners. And many public-interest groups, such as the American Association of Retired Persons, offer information about estate planning and finding estate planners. TIP: When you create a revocable living trust, you 4 transfer ownership of your assets to the trust. You

choose a trustee to administer your trust, according to the instructions in the trust, on behalf of the beneficiaries—possibly yourself, your spouse, or your children. For example, you can tell the trustee how you want the

CONSUMER RESOURCES AND PUBLICATIONS State Bar Associations American Institute of Certified Public Accountants (1211 Avenue of the Americas, New York, NY 10036; 212-596-6200; www.aicpa.org) American Accounting Association (5717 Bessie Dr., Sarasota, FL 34233-2399; 941-921-7747; www.aaa-edu.org) American College of Trust and Estate Counsel (3415 S. Sepulveda Blvd., Suite 330, Los Angeles, CA 90034; 310-398-1888; www.actec.org). This is an organization of nearly 3,000 attorneys throughout the country who practice estate

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planning and who have been elected to this association. ACTEC will refer you to an attorney who lives in your geographic area and practices this specialty. An attorney must have practiced in this specialty ten or more years to be admitted to this society. National Association of Personal Financial Advisors (355 W. Dundee Rd., Suite 200, Buffalo Grove, IL 60089; 1-888-333-6659; www.napfa.org) PUBLICATIONS

Foresight—Estate and Tax Planning Newsletter Probate and Estate Planning Journal Probate and Property Magazine

Chapter 19 ESTATE PLANNERS principal or income from the trust’s investments spent for the support of your surviving spouse or children. You can be your own trustee during your lifetime with a successor trustee who can take over after you. This is not an insignificant job, and the trustee will be one of the key persons on your estate team. The job can take a great deal of time and tact. Family members or close friends are often asked to be trustees because they know and care about the beneficiary. Today it is increasingly popular to ask a financial professional— say, a bank trust department or lawyer—to handle the task and pay that person a fee for doing so, typically a percentage of a larger trust or a minimum flat fee for smaller trusts.

If you choose to work with an attorney, look for one who has training and experience in both estate planning and tax law.

What to Look For Many professional groups now have special designations to identify those with specific training or expertise in estate planning. The designation of Personal Financial Specialist earned by a CPA means that he or she has a minimum of several years experience in estate planning and has passed a rigorous test covering that topic. A state bar association may designate a practitioner a master in his or her specialization, such as estate planning, after five, ten, or 15 years of practice in that field (different states have different requirements). Some attorneys are also designated certified specialists in estate planning, probate, and trust law. If you choose to work with an attorney, look for one who has training and experience in both estate planning and tax law. The bar association in every state lists attorneys by specialization. Ask to speak to someone in the tax section of the bar association and then ask that person to cross-reference tax attorneys with those who do estate planning. Each of the national accounting firms now has an estate-planning section. In addition, the AICPA and the AAA, listed in the box at left, can refer you to accountants specializing in estate planning. When it comes to tax ramifications, you should 159

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Even if you do your will yourself, it’s still smart to have the will reviewed to ensure that it is executed according to your state’s legal requirements.

look for an estate planner who is well versed in the intricacies of income and gift taxes, generation-skipping taxes, and pension and profit sharing. CPAs fill out many required federal tax returns: gift, estate and income tax, among others. Some attorneys who special in estate planning will perform this service also. Federal estate-tax returns are due just nine months after death. STATS AND FACTS:

Red Flags Although it is possible to buy packages to create your own will and trust, this is not the time to take shortcuts in the hope of saving a few dollars. It makes sense to pay a competent professional a reasonable fee to write a document that will lay out your wishes and stand up later to scrutiny by the probate court, your beneficiaries, and anyone else you choose not to make a beneficiary. Will-writing kits, whether paper or software, can help you prepare to meet with your estate planner, anticipating and answering many of the questions that you will be asked, and focusing your thinking. If your needs are relatively simple and you choose to use will-writing software, your will has to be executed according to your state’s legal requirements. If it isn’t, it will be considered void. So, even if you do it yourself, it’s still smart to have the will reviewed. More expensive doesn’t necessarily mean better when it comes to having a trust drafted. Some “trust mills” charge as much as $5,000 for churning out what amounts to boilerplate text, while a lawyer’s fee for the same service could amount to just a few hundred dollars.

Other Considerations Americans are living longer, but not necessarily better. Do-not-resuscitate orders, powers of attorney, 160

Chapter 19 ESTATE PLANNERS healthcare proxies, and the particulars you desire for your own funeral should be discussed as part of the estate-planning process. One of the advantages of having an estate plan is that, at the time of death, all records are in place and survivors do not have to work through a mountain of paper at the same time they are grieving. Another advantage is that spelling out exactly what you want done with your estate prevents the squabbling that has so often destroyed families. Look for an estate planner who seems to understand people as well as facts and figures. Common sense and a sense of humor are very useful tools in the planning process. A good estate planner will often suggest a number of other steps you should take in estate planning. These include creating a list of assets and how they are owned, family members with phone numbers and addresses, the name of your banks and numbers of your bank accounts, names and contact information for all advisers (such as your lawyer and broker, and the number of your safe deposit box), and names and addresses of all PANEL OF INSIDERS Dennis Belcher chair, real property, probate and trust American Bar Association also Law Offices of Dennis Belcher Richmond, Va. Katherine D. Black, JD, LLM, CPA assistant professor Central Washington University Ellensburg, Wash.

Laurence I. Foster, CPA/PFS chair, financial specialists American Institute of Certified Public Accountants and partner Richard Eisner & Co. New York, N.Y.

Edward Schnee, PhD Culverhouse School of Accountancy University of Alabama Tuscaloosa, Ala.

Michael Janko executive director National Association of Financial and Estate Planning Salt Lake City, Utah

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those to whom you send monthly payments.

Trends Laws governing taxes and estates tend to go through cyclical changes in this country. This year, Congress passed a phase-out and eventual repeal of the federal estate tax. Inevitably embedded in any change, including a repeal, is fine print that will affect taxpayers. The net effect is that astute planners are still going to be needed to help taxpayers navigate the law. Because clients are seeking advice and information from a range of planning professionals, they are coming to the process better able to participate in their own estate planning.

Insider Facts A team approach to estate planning has generally benefited the client but caused some confusion among the professionals. Recently the American Institute of Certified Professional Accountants and the American Bar Association have been trying to hammer out an agreement concerning the rightful, ethical, and legal domains of attorneys and accountants in estate planning. See also the profiles of Attorneys, Accountants, and Financial Planners.

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nything that can involve as many as 24 professionals, a 250-person supporting cast, a 35-page script, a rehearsal, costuming, and a cost of $25,000 to $400,000 is not only a major production, it is also a big investment. This is the modern wedding, which supports a $32-billion-a-year industry. A good events consultant has been described as something of a field marshal. The job may include organizing shopping trips for members of the wedding party, putting on a fireworks display, and coordinating the simultaneous arrival of an orchestra at a nearby hotel with the release of 300 doves outside the church. A wedding consultant brings to life and reality a couple’s dreams. The couple have an idea of the kind of wedding they want and no idea how to make it happen. Today, when it is common for both the bride and groom to work, neither is likely to have the time required to plan a large event. Furthermore, many couples are waiting until they are older to marry (average age at marriage is 24 to 25 for the bride and 26 to 27 for the groom), so they typically have more money to spend, more sophisticated tastes, and more friends and colleagues. For all these reasons, couples hire consultants to make sure the event goes smoothly and is memorable.

Chapter 20

Events Consultants

The average cost for a wedding in the U.S. is now $20,000 to $30,000. Of that amount approximately 45% is spent for catering, 10% for photography, 10% for music, 10% for flowers, 10% for clothing and miscellany, and 15% for consultation fees.

STATS AND FACTS:

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Most good events consultants look upon their jobs as being facilitators— giving the clients what they want and doing this within budget.

Consultants will tell you that few people remember what food was served at a wedding or what flowers the bridesmaids carried, but everyone remembers whether the bride and groom or their families looked unhappy. To have someone else worry about supervising and coordinating is probably the most important reason a consultant is hired.

Where to Begin Friends and relatives who have recently used an events consultant can tell you a great deal about how smoothly the planning process went and whether they were pleased with the result. Hotel managers, band managers, photographers, caterers, professional associations, and wedding-planning guidebooks and magazines are sources of names of good consultants. Before beginning the interview process, it is important to know that consultants offer different levels of assistance, from merely putting you in touch with a band to taking care of every detail, including straightening your train just before the ceremony. Some consultants have strong financial backgrounds from previous careers that can be invaluable in handling the budgeting problems that are part of nearly all wedding plans. Most good consultants look upon their jobs as being facilitators—giving the clients what they want and doing this within budget. They do not believe their role is to judge your dreams or decisions.

What to Look For Interview a prospective consultant at his or her office so you can see how things are handled there. A consultant who has trouble managing an office will probably have trouble coordinating your wedding. Look through the consultant’s portfolio and see what has been done with other weddings. TIP: If all the weddings in the consultant’s portfolio 4 look alike, interview other consultants. This one may 164

Chapter 20 EVENTS CONSULTANTS be more interested in displaying the consultant’s own artistic style than in giving you the wedding you want. It is helpful to begin the interview by asking some open-ended questions, such as: How do you view your role as a consultant? How do you work? ■ How do you plan? ■ How will we work together? ■ ■

Ask what kind of training the consultant has and how long he or she has been in business. In three years, a consultant should have learned to handle most standard problems. It is important to find out whether the consultant specializes in certain kinds of events. Many consultants do corporate events and private parties, as well as weddings. Breadth of experience is fine, as long as there is also a great deal of experience handling the kind of event you are planning. Find out how many events per year the consultant does. This will give you some idea about the degree of experience and success. An event is a very visible product, and much of a consultant’s business is developed through recommendations. Therefore, generally speaking, the busier the consultant, the better job he or she is probably doing. You don’t, however, want to work with a consultant who is too busy to give enough attention to your event. A few consultants book more than one event per day. Consultants with an experienced staff may be able to direct more than one event in a day, but a consultant working alone with few or no in-house staff would probably not be able to pull that off. In any case, you would want the consultant to be able to attend your event. Part of the service being rendered is not only to plan the event but to also ensure its smooth execution. Look for a full-time consultant, one who does not moonlight as an events consultant. You will need the consultant to be available to confer with you at times other than evenings and on weekends.

You would want the consultant to attend your event. Part of the service is not only to plan the event but to also ensure its smooth execution.

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A consultant who is not affiliated with a particular 4 TIP: vendor, such as a hotel or a wedding reception center, will be able to offer you more options. Ask about staffing. How many staff members will be onsite the day of your wedding or party? If the consultant should become ill the day of your wedding, who will take over? What kind of training does the backup staff have? It is a good idea to meet as many members of the staff as possible before the event, in case you need to work with them. The initial interview is also the time to ask about technicalities and legalities: ■

Does the consultant have a business license issued by the county or city? If the consultant also prepares

some of the food for events, is he or she licensed to do so? ■ Is the consultant insured? Worker’s compensation coverage is especially important if the event will be held on your property. Some consultants also carry professional liability insurance. ■

Ask to see the contracts the consultant uses with vendors. After all, these are the persons who are actually

supplying the goods and some of the services for your event. The contracts should have spaces to spell CONSUMER RESOURCES AND PUBLICATIONS Association of Certified Professional Wedding Consultants (7791 Prestwick Circle, San Jose, CA 95135; 408-528-9000; www.acpwc.com)

National Bridal Service (3122 W. Cary St., Richmond, VA 23221; 804-355-6945; www.nationalbridal.com) PUBLICATIONS

Association of Bridal Consultants (200 Chestnutland Rd., New Milford, CT 06776; 860-355-0464; www.bridalassn.com) June Weddings Inc. (1331 Burnham Ave., Las Vegas, NV 89104; 702-474-9558; www.junewedding.com)

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Most of the newsletters published by the professional organizations are available only to organization members. Nearly every newsstand, however, stocks several magazines devoted to wedding planning.

Chapter 20 EVENTS CONSULTANTS out exactly what the vendor is to provide by type or brand, by number, and by what time on which date. Payment method and date of payment also should be specified. ■

Ask what standards the planner employs in choosing vendors. If the consultant has worked with the same

vendors over a period of time, both the consultant and vendors have been pleased with the working relationship. Vendors should also be licensed to provide whatever product or service they handle, and should be insured if they are handling food or bringing staff onto your property. ■ Also ask to review a typical client contract. If you decide to work with this consultant, ask whether you can take a contract home for a couple of days before you sign. A good consultant will have no objections to this. Membership in a professional planning organization does not ensure competence, but it is a step in the right direction. Many organizations require specific training, as well as adherence to standards for insurance coverage and licensing. Ask the consultant to describe how he or she will track expenses in order to prepare your final bill. Most events consultants charge a flat fee, by the hour, by the meeting, or as a percentage of the total event budget. The flat fee is usually a better method of payment from the consumer’s point of view. A method based on a percentage of the total event budget might entice some consultants to plan a more elaborate event at the outset. Similarly, fees calculated by the hour or by the meeting might result in considerably more details or meetings than the event really warrants. Many consultants require a retainer when the contract is signed and then bill in installments. It is important to be clear about what is included in the package. You may also want to ask if the planner charges a markup on the vendors’ services and, if so, how much it is. All financial details should be carefully spelled out in a contract. Later changes should also be put in writing (say you forget when you sign the 167

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Many consultants have special expertise in integrating ethnic or regional traditions or in handling religious differences or traditions.

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contract that you’ve always dreamed of having handcarved soap in the restrooms for guests attending your wedding). The consultant should be able to discuss with you the possibilities and constraints of various wedding settings, such as churches, synagogues, parks, and destination resorts. If you have any unusual requirements or requests (a fleet of horse-drawn carriages, for example), the interview is a good time to bring them up to see whether the consultant has handled this kind of thing before. The consultant may also have some suggestions for services or effects that you haven’t considered. Tell the consultant at the outset about any potential difficulty, such as blending Greek and Turkish customs and families. Many consultants have special expertise in integrating ethnic or regional traditions or in handling religious differences or traditions. Ask to see written outlines from weddings or events the consultant has previously done. A methodical and meticulous approach is essential to successfully handling hundreds and perhaps thousands of details. Ask for references, preferably the names of the last three brides or hostesses with whom the consultant worked. Also get the names of vendors she frequently uses and check their references. This may seem like overkill, but only you can decide the value of your money and the reassurance that you need, and if you’re spending up to $75,000 on a wedding, you may need a lot of reassurance. Check to see how many of the vendors are members of the National Association of Caterers or the National Association of Catering Executives. Vendors (purveyors of such items as flowers, alcoholic beverages, paper products, or rentals) who are members of such organizations are likely to be more serious about providing quality service. Ask both the client and vendor references whether the consultant was able to make a team of the vendors that were used, and whether the consultant honored vendor contracts. You do not want an unpaid and un-

Chapter 20 EVENTS CONSULTANTS happy vendor coming to you for payment for flowers or food two months after your event. Finally, ask yourself whether this consultant is someone who seems to enjoy the work or for whom the honeymoon in the profession is over. Weddings and parties, after all, are supposed to be happy occasions. Part of the pleasure should be in the planning. Will you have a good time planning with this events consultant?

Calm has a calming effect. An events consultant should not be more nervous than you are.

Red Flags You should be concerned if a consultant insists that you accept his or her ideas, does not appear to listen to you, or he or she seems inflexible. The essence of events consulting is the ability to synthesize ideas and people into a meaningful whole, and that requires flexibility. Calm has a calming effect. An events consultant should not be more nervous than you are. It is careful planning months ahead that ensures quality. Beware of consultants who are willing to take over at the last minute—if they are also willing to guarantee the same results that they would promise if you had hired them months ago. A consultant should not approach the project from the standpoint of what you “must” have to be current or proper. A lack of interest on the part of the consultant if you have a small budget is also an indication that you should look elsewhere for help. The best consultants do not believe an event has to be expensive to be wonderful or memorable. Beware of consultants who insist they can do it all without involving any outside vendors. Few consultants have the skills to cater, create floral arrangements, and provide music with quality results. Finally, insistence that all payments be made in cash may spell trouble. For one thing, this could signal that the consultant may not be planning to pay some of the vendors or is cash strapped and needs money to pay off vendors from another job. 169

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Other Considerations There is disagreement within the industry about payments by vendors to events planners, called consultant commissions or referral fees. Some consultants consider these fees an outright kickback and insist that consultants who accept commissions will not be giving their clients the widest range of options, because they will be biased in favor of vendors who pay the biggest commissions. Other consultants, particularly those who do corporate event planning, say that there is nothing wrong with commissions. These consultants argue that if they work with a huge range of vendors to put together custom packages with appro-

PANEL OF INSIDERS Charrisse Alliegro Princeton Wedding Consultants Princeton, N.J. Patricia Bruneau L’Affaire Du Temps Milpitas, Cal. Amy Connor An Affair to Remember New York, N.Y. Beverly M. Dembo Dembo Productions Glencoe, Ill. Robbi Ernst III president June Weddings Inc. Temple, Tex.

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JoAnn Gregoli Elegant Occasions Denville, N.J.

Linda Shafer Veils and Vows Inc. in the Vail Valley, Colo.

Nancy Lee Heffernan Soiree White Plains, N.Y.

Annena Sorenson Tie the Knot Palo Alto, Cal.

Eunice M. Moore Artistic Wedding Designs Detroit, Mich.

Patricia Thomas Thomas & Thomas Consultants Katy, Tex.

Doris Nixon president Weddings Beautiful Richmond, Va. Ann Nola director Association of Certified Professional Wedding Consultants San Jose, Cal.

Sue Winner Sue Winner & Associates Atlanta, Ga.

Chapter 20 EVENTS CONSULTANTS priate choices for various clients, they are not shortchanging their clients by accepting commissions. All agree that clients have the right to know whether the consultant receives commissions.

Trends Many consultants use planning software to keep track of the hundreds of details that must be remembered. Computer software, modems, and scanners also make it easier than ever to do event planning long distance.

Insider Facts Wedding consultants can often negotiate better deals on honeymoon packages and destination weddings than can couples themselves. Consultants can also do some things that might be awkward for the bride or hostess to do, such as sending out “save the date” letters several months in advance of the event. See also the profiles of Caterers and Photographers.

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any financial planners will tell you that their most difficult task is to prevent their clients from allowing emotion to drive the planning process. No wonder. While the professionals will tell you that financial planning—establishing financial goals and figuring a way to meet them—is a lifelong process, best begun when you get your first job, it’s often other, emotion-laden life events, such as marriage, birth of a child, divorce, or inheritance that precipitate a visit to a financial planner. Good planners believe that one of their most useful services is helping clients narrow their options. There are almost too many choices among financial products, and without help, it is easy to put money in the familiar CD or savings account and lose out on the opportunity to maximize your return within your limits for risk. Most of us will need assistance with creation of a budget, investment and insurance advice, estate planning (including preparation of a will and possibly a trust), and tax preparation. We’ll therefore find ourselves in need of the specific services of an insurance professional, an estate-planning attorney, and an accountant. Financial planners provide, in effect, onestop shopping: Some provide these services to their clients by creating a team of professionals, each of whom contributes his or her specific expertise to the package. Although the field of financial planning is only 35 years old, nearly 300,000 financial planners now work in private practice and through banks, insurance companies, accounting firms, and brokerages.

M

Chapter 21

Financial Planners

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One of the most useful services a financial planner can perform is to tell clients whether their expectations are realistic—although this is information most people resist hearing.

Where to Begin The “what” precedes the “where” when it comes to finding a good planner. First of all, you need to know how to interpret the various professional designations: ■ The Certified Financial Planner (CFP) must have met the requirements established by the CFP Board of Standards. These requirements include a rigorous educational program, typically, a bachelor’s degree in financial planning or finance from a university or home-study courses from the College for Financial Planning, a comprehensive examination, continuing education courses, and a minimum of three years’ full-time work experience in the planning field. The candidate must also adhere to the industry code of ethics. ■ The Financial Planning Association (FPA) describes itself as the membership organization of the financial planning community. To join its Financial Planner Division, planners must either have achieved the CFP certification (described earlier) or be pursuing it, with three years to meet the objective. ■ The Personal Financial Specialist (PFS) is a designation awarded by the American Institute of Certified Public Accountants to CPAs who have a combination of business experience in some or all of six financial planning disciplines — personal financial-planning process, personal income-tax planning, risk-management planning, investment planning, retirement planning and estate planning—as well as continuingeducation credits or an advanced degree, such as a JD or an MBA, and who have passed an examination. ■

The insurance industry confers two planning designations: The Chartered Life Underwriter (CLU) is the

basic industry certification (about 30% of agents have earned this title) and the Chartered Financial Con174

Chapter 21 FINANCIAL PLANNERS sultant (ChFC) title, which requires training roughly comparable to that of the CFP, above. To earn either designation, the candidate must have training in such areas as insurance and financial planning, life-insurance law, estate planning, income tax, investments, and retirement planning. ■

Membership in the National Association of Personal Financial Advisors requires three years of work expe-

■

The designation of Registered Investment Advisor

rience, a bachelor’s degree, and payment of a fee. (RIA) requires payment of a fee and filing with the Securities and Exchange Commission (see the discussion of “advisor disclosure form,” below).

The experts advise that you use any exploratory consultations to rethink your financial goals.

The easiest way to find the names of good financial planners in your area is to ask other financial professionals—bankers, attorneys, and insurance agents— for names. Friends and business associates are another source. So are professional organizations, which will provide names of financial planners in your area. Once you have a tentative list of names and have some idea of the kind of financial planner you want, the next step is to set up exploratory meetings with three different planners. These consultations should be free of charge. The experts advise that you use these consultations to rethink your financial goals. Do not, they caution, sign with a planner until you feel confident about your goals and know exactly what kind of help you need from a planner.

What to Look For Experience counts in financial planning. Most experts recommend against working with someone who has less than three to five years of experience. Even more important, you should work with someone who has experience in dealing with your kinds of financial problems and possibilities. Ask each planner to describe the portfolios (of assets and other investments) and income levels of some of his or her clients. The planner should also be willing to show you sample plans—copies of 175

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plans previously prepared for clients, but with their names and other identifying information deleted. These plans should be both easy to understand and specific in recommendations. A planner whom you retain will almost certainly want to prepare such a plan for you. Some planners charge extra, quite a bit extra, for this initial plan. Ask about the planner’s educational background. A college degree in financial planning or finance is becoming the minimum standard in the industry. Find out what kind of continuing-education courses the planner has recently taken. Planning is a volatile field. Because it is also an increasingly specialized field, continuing education is imperative if the planners are to stay current. It is important to have a clear idea of what services the planner offers. Because planners work on so many kinds of fee schedules (individual planners may even work on several different schedules for the various services they offer), it is vital to understand how the planner will be paid. Generally speaking, financial planners work “fee only” (an hourly or flat rate for a specific task), on commission (for the products they sell, such as stocks, bonds, mutual funds, and insurance policies), CONSUMER RESOURCES AND PUBLICATIONS American Institute of Certified Public Accountants, Personal Planning Division (201-938-3000; www.aicpa.org) Certified Financial Planners Board of Standards (800-282-7526; www .cfp-board.org/cons_main.html) Financial Planning Association (800-282-7526; www.fpanet.org; www.fpanet.org/plannersearch)

National Association of Insurance Commissioners (816-842-3600; www.naic.org) National Association of Personal Financial Advisors (800-366-2732; www.napfa.org) U.S. Securities and Exchange Commission (202-942-8090; www.sec.gov) PUBLICATION

The Journal of Financial Planning

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Chapter 21 FINANCIAL PLANNERS “fee based” (a percentage of your assets that they manage), and “fee offset” (fees plus commissions on some products sold). Although some planners prefer to work with clients who have a minimum of at least $80,000 to $100,000 in assets, others would like to begin long-term planning with clients who have $30,000 to $40,000 in assets. Typical rates are $80 to $200 per hour, plus an annual fee of 1% to 2% of the portfolio for fee-only planning. A fee-plus-commission schedule (fee-based) usually adds up to the equivalent of about 3% to 5% of the total portfolio annually. A commission schedule also will usually be about 3% to 5% of the portfolio annually.

STATS AND FACTS:

Nearly all planners say that a client should be concerned about a commissioned planner who pushes one product.

Planning professionals disagree about the advantages and disadvantages of each compensation system. Many feel that each method of compensation has merit for both the planner and client. Nearly all say that a client should be concerned about a commissioned planner who pushes one product. Some experts believe that clients should work only 4 TIP: with planners who are compensated fee-only. Their rationale? That commission-based planners have a builtin conflict of interest, because they have a stake in selling you something whether you need it or not. If you want to invest in a mutual fund, you can be certain that commission-based planners will pick a fund with a sales load rather than a no-load fund for which they will receive no compensation. In the end, you may not pay the commissioned-planner any more than you pay the fee-based planner, but in the case of that load fund, the fee comes of your investment, leaving less of your money at work for you in the market. Conversely, with a fee-based planner, you’ll want to make sure that you are willing to pay for whatever package of services the planner provides. Financial planning is an intimate, long-term process. It is important to know how planners go about 177

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Advisers or planners managing less than $25 million need not register with the SEC but must file a similar form with their state.

creating plans for their clients, and you should be as happy about the process as the outcome. Ask the planners how long most of their clients have been with them; the longer the better. Ask whether the planners or advisers are bonded, meaning that you’re insured if they walk with your money. Bonding protects you if you give a planner direct access to your money. In rare cases, crooked planners and advisers have vanished with their clients’ money. (You’re safer if an online brokerage, like Charles Schwab, holds your money. The planner has access to your money to make trades but can’t withdraw money without your knowledge and approval.) Likewise, it is absolutely necessary to make sure the planner is in regulatory compliance with state and federal agencies. You can begin by asking to see the planner’s Advisor Disclosure Form (ADV), which is filed with the Securities and Exchange Commission. The first part of the form can alert you to any legal and financial problems the planner has had. The second part tells you whether the planner accepts commissions or is conducting any other businesses that might create a conflict of interest. Investment advisers and financial planners who 4 TIP: manage more than $25 million of clients’ money—or work for a firm that does—must register with the federal Securities and Exchange Commission (SEC). That involves filing the ADV form, which includes information about an adviser’s education, compensation, investment strategy, and disciplinary actions. The SEC requires full disclosure. Advisers or planners managing less than $25 million need not register with the SEC but must file a similar form with their state. A prospective adviser must give you Part II of the ADV or the state equivalent, but not Part I, which records any disciplinary actions. If the planner or adviser doesn’t give you Part I, it’s time to look elsewhere. Both parts of the ADV are also available from the SEC if you submit a written request to 450 Fifth St., N.W., Room 1300, Washington, DC 20549 (202-628-2001, fax; publicinfo

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Chapter 21 FINANCIAL PLANNERS @sec.gov, email). To locate the state agency that can give you information about a financial planner or adviser, call the North American Securities Administrators Association at 202-737-0900 (www.nasaa.org). (See also the discussion of the National Association of Securities Dealers in the chapter on Stockbrokers.) Finally, ask the planner for several client references and call them at random to see how satisfied they are with the planner’s services. Keep in mind that the planner won’t refer to you to someone who has had a bad experience. But when you call the references, ask detailed questions about the kind of assistance they have received. For example, ask whether the planner has put them into good mutual funds or just adequate ones, whether they’ve been able to reach their planner easily to discuss their investments or changes in their financial situations, and whether the planner seems to keep on top of the client’s financial situation and keeps in touch regularly.

Red Flags Obviously, any record of trouble with any regulatory agency needs to be thoroughly checked out. Beyond that, trust your instincts. If the planner makes you nervous, look elsewhere. Pay attention the planner’s investment strategy. You want someone who will learn your goals and assemble a good, long-term portfolio for you. You don’t want someone who promises an unusually high rate of return on your investments to “beat the market,” brags about clients’ investments returns, proposes to try to “time the market”—that is, to guess when to sell stocks or bonds most advantageously—or talks of frequent moves among mutual funds. Always ask yourself, How much risk am I willing to assume? And ask the planner, How much risk am I assuming? The higher the likely return on an investment, the higher the risk. How much risk you can afford to assume depends on a number of factors, such as the number of years that you have until you will 179

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need your money for a goal, your present and future obligations, and how much of a worrier you are. A good planner will design a portfolio that will allow you to be able to sleep at night.

Trends Experts applaud the industrywide trends toward fuller disclosure of fees and compensation on the part of planners and the opportunity to work with clients who are, on the whole, much better educated about financial matters and are therefore easier to work with. Balancing the trend toward greater specialization among planners is increased willingness to refer clients to other financial professionals, such as tax attorneys and insurance experts. Although there is much to be said for working with a planner in your geographic area, electronic communication has made it possible to be more concerned with quality than proximity.

Other Considerations Financial planning is still a loosely regulated industry, so it is prudent to look upon a planner as a trusted adviser rather than someone to whom you can entrust all responsibility for your financial well-being. At the same time, nearly every planner can tell stories about clients who cost themselves a lot of money because they made a major financial move without first checking with the planner. It is a good idea to review your financial plan at 4 TIP: least yearly. Planners are often much more flexible than clients assume they are. Many are willing to work with you if you want to split your accounts between two advisers, say, one to devise your overall financial plan and one to propose and execute your investments. Many don’t mind if you buy your own no-load mutual funds or 180

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PANEL OF INSIDERS Ben G. Baldwin Jr. Barbara Gilliard president president Baldwin Financial Systems Inc. Emeritus Investment Northbrook, Ill. Management Inc. San Francisco, Cal. Elaine Bedel president Thomas Hansch Bedel Financial Consulting president Indianapolis, Ind. Financial Profiles Inc. Carlsbad, Cal. David Bihl Camp Hill, Pa. John R. Keeler Mechanicsburg, Pa. Keith Feverly director Certified Financial Planner Program, College for Financial Planning Denver, Colo.

Edwin P. Morrow president Financial Planning Consultants Inc. Middleton, Ohio Jacqueline Powell The Powell Group Carlisle, Pa. M. Donald Wright director School of Financial Sciences American College Bryn Mawr, Pa.

work through a discount broker—as long as they know about your actions, so that they can factor your investments into your overall plan.

Insider Fact A good planner will ask some questions that may make you uncomfortable and may challenge your assumptions. A planner concerned about your financial wellbeing might ask, “Why would you want to give a child who just flunked out of college an important position in your business?” See also the profiles of Accountants, Bankers, Credit Counselors, Estate Planners, and Stockbrokers.

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he folk wisdom that the only two sure things in life are death and taxes has to be somewhat amended today. Death is still a surety, but what happens immediately after death is not. Drive-in viewing of the departed, a funeral chapel filled with camping equipment instead of flowers, and caskets customized with green lining for golfers reflect new directions in the funeral director’s job of giving clients what they want. Although some funeral customs are changing, funeral directors still provide traditional services such as preparing the body, helping family and friends plan and conduct a memorial service, giving practical advice and comfort to mourners, disposing of the remains, and handling the large amount of paperwork associated with death.

T

STATS AND FACTS: Of the approximately 35,000 funeral directors in this country, only one in four is self-employed. The trend is away from the multigenerational family-owned business toward management by huge corporations.

Chapter 22

Funeral Directors

Where to Begin Although virtually no one likes to think about his or her own death or the death of a family member, it is wise to make some basic decisions before a death occurs. It is almost impossible to be a rational, informed consumer while under tight time constraints and experiencing great emotional distress. Calls to friends, clergy, and your attorney can pro183

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vide you with a list of funeral directors who have a good reputation in the community. (It is both prudent and thoughtful to note your choice of a funeral director and any other decisions you have made concerning your own death on paper and leave a copy with your attorney or a family member, or in a safe-deposit box to which a family member has access.) The next step is simple: Stop by two or three funeral homes and ask for a general price list and a casket price list. Since April 30, 1984, the Federal Trade Commission has required funeral providers to state prices on specific items in such a way that direct comparisons about funeral-service prices can be made. Furthermore, by law, funeral providers must give this information to anyone who asks for it. The Federal Trade Commission prohibits funeral 4 TIP: providers from embalming for a fee without permission; misrepresenting legal or cemetery requirements, such as requiring the purchase of a coffin if the body is to be cremated; or requiring the purchase of some funeral services as a condition for furnishing other services, such as requiring you to pay for use of company-owned vehicles to transport family members to the gravesite if you wish the body to be carried to the gravesite in a company-owned hearse. The most important question you need to answer before you interview funeral directors is, How much can I afford to spend on funeral services?

What to Look For In every state except Colorado funeral directors must be licensed, and all states require embalmers to be licensed. In most states the minimum requirements for licensure as a funeral director are fairly basic: The applicant must be at least 21 years of age and a high school graduate, must have completed some college training in mortuary science, and must have served an apprenticeship under a licensed funeral director. Most 184

Chapter 22 FUNERAL DIRECTORS persons who are licensed funeral directors are also licensed embalmers. There are currently nearly 50 college programs in mortuary science accredited by the American Board of Funeral Service Education. These programs cover two to four years of course work in such subjects as funeral service, business law, psychology, ethics, grief counseling, and management, as well as courses in embalming.

STATS AND FACTS:

Although a recent graduate of a mortuary-science program should have good skills in embalming and in handling the large amount of paperwork associated with death, compassion, tact, composure, and the ability to communicate well usually come only with experience. A good funeral director will often volunteer to handle such matters as applying for pension survivors’ benefits or veterans’ burial benefits (headstones and markers are often provided at government expense and burial in national cemeteries may be arranged) and notifying the Social Security Administration of the death, as well as the usual submission of proper documents to the state for issuance of the death certificate.

The Federal Trade Commission requires funeral providers to state prices on specific items in such a way that direct comparisons about funeral services prices can be made.

Other services offered by a good funeral director may include the following: Transporting the body to the funeral home. ■ Preparing the body for viewing or burial, or both. ■ Making suggestions about visitation and memorial service. ■ Disposing the remains through cremation or burial. ■ Advising the family about traditions and options for pallbearers, flowers, and obituaries. ■ Making arrangements with the cemetery. (You will ■

typically have to take care of purchasing a plot or niche yourself.) ■

Offering “aftercare,” including survivor support groups and death-anniversary remembrance memorials, to help the family complete the grieving process. 185

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(Some religious and ethnic groups conduct a service a year to the day after the death.) If you’re offered various packages of products and services, you will have to decide which package if any, or which selection of individual services, is most valuable to you. It’s not cost-effective to buy a discounted package if you didn’t need or desire all of its features in the first place. Once you know which of these services you want, the funeral director should give you a statement of goods and services to approve and sign. The statement should note the price of all goods and services selected, what is specifically included in each, and the price and description of any supplemental services requested (particularly if you are buying a package service). STATS AND FACTS: According to the National Funeral Directors Association, a typical funeral service— including a professional-service charge, embalming and other preparation, visitation, transfer of the body to the funeral home, the funeral at the funeral home, use of the hearse and other necessary vehicles, and acknowledgment cards for flowers, food, and cards sent to the family—averages $2,600. If a coffin is used, the total cost averages $5,000. However, costs can run from $1,800 to $7,000 for traditional services and from

CONSUMER RESOURCES AND PUBLICATIONS National Funeral Directors Association (13625 Bishop’s Dr., Brookfield, WI 53005; 800-228-6332; www.nfda.org) Funeral Service Educational Foundation (same as immediately above)

GA 30035; 404-286-6680; www.nfdma.com) Federal Trade Commission (www.ftc.gov). PUBLICATIONS

National Funeral Directors and Morticians Association (3951 Snapfinger Parkway, Suite 570, Decatur,

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The American Funeral Director The Director Mortuary Management

Chapter 22 FUNERAL DIRECTORS $1,000 to $5,500 for services with cremation. Membership in national professional organizations is a good indication of professionalism. (However, in a recent issue of Funeral Director, it was noted that nearly 33% of funeral directors with membership in the NAFD displayed no price lists, and nearly 16% gave no written confirmation of funeral arrangements—both violations of the association’s code.) Satisfaction with funeral service often depends on such matters as the availability of services and products when you need them, transferability of the services if you move out of the geographic area, and clearly defined cancellation policies for prepaid plans (see below).

Red Flags

A funeral director should be more concerned about fitting your needs to the available options than about simply selling products.

Funeral direction is a service-oriented field. If you talk with a funeral director who does not appear to be giving you full attention, you can definitely do better. The funeral director should not talk over your head, rush you, or be offended at your suggestions. Avoid a funeral director who is condescending. (“That’s a casket only our poorer clients use.”) Reconsider a funeral home where you have to deal with an unlicensed salesperson rather than the owner or funeral director. A funeral director should be more concerned about fitting your needs to the available options than about simply selling products. You shouldn’t feel as if you have to ask every question to get the information you need. Instead, you should feel as if the funeral director has given you options you did not know about previously. (For example, there is a common misperception that it is not possible to have a traditional service if you choose cremation.)

Other Considerations Funeral service is a big investment. When you spend $5,000 or more on any product or service, you should be pleased with what you are purchasing. This is a 187

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hard fact to keep in mind when you are purchasing something you basically don’t want. However, you should at least feel that the money you spend for funeral direction has been carefully spent. When planning how much you can afford to spend for a funeral, it is important to keep in mind that there will be additional expenses at the cemetery for digging and reinforcing the grave and for the headstone. These expenses, which often run as much as $2,000, are in addition to the other funeral expenses. Also you may be paying out-of-pocket for the burial plot itself.

Trends Nearly 50% of the people currently training to be funeral directors will leave the field before practicing five years. A generation ago, families tended to choose the same funeral home to conduct all burials, and funeral directors, who spent a lifetime in the business, tried to provide a level of service that would encourage client loyalty. Today, the rapid turnover in the field of funeral direction may mean less emphasis on service to retain these long-term family clients. Large corporations and publicly traded chains are buying out family-run funeral homes. Consolidation often means less personalized service for customers. (However, the large corporations can offer better benefits, which attract better-educated funeral-service providers.) There has been a great increase in survivor “aftercare” services offered by funeral homes. These may most interest families who are new to a community or who are, for other reasons, isolated. (Hospices also offer aftercare service.)

Insider Facts The desire to protect the financial resources of a spouse or family member prompts people to prepay for their funerals, but although it pays to plan ahead, it almost never pays to pay ahead. Still, insurance compa188

Chapter 22 FUNERAL DIRECTORS nies often market so-called preneed plans and enlist funeral homes as partners in selling these policies. Some of these insurance companies have failed. Although there is no guarantee, in many of these cases, funeral directors have stepped forward to make good on the preneed contracts sold to their clients. The bottom line is that you can set aside money for a funeral on your own. And with the increasingly competitive nature of the funeral-home business, there’s really no need to lock in today’s prices to stay ahead of inflation. Your survivors may have access to a number of reputable, low-cost funeral providers. PANEL OF INSIDERS Arthur (Ron) Adair president Arizona Funeral Directors Association Tucson, Ariz. Matthew Conley Prentice Funeral Home Akron, Ohio William Counce Department of Mortuary Science Jefferson State Community College Birmingham, Ala.

Steven Koosmann Department of Mortuary Science St. Louis Community College St. Louis, Mo. William Malcolm Funeral Service Education Mount Hood Community College Gresham, Ore. Eugene Ogrodnik president Pittsburgh Institute of Mortuary Science Pittsburgh, Pa.

Marcella Piasecki director Funeral Service Education Lynn University Boca Raton, Fla. Curtis Rostad Rawlins, Wy. Duane Weeks, PhD chairman Department of Mortuary Science Northeast Institute Newton Center, Mass. Eddie White Jr. funeral director Hillcrest Mortuary Albuquerque, N.M.

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study commissioned by Matrix Essentials, a hair-products company, found that 68% of those who regularly patronize the same salon chose their stylist as much for psychological reasons as they did for styling skill. In fact, 84% of those respondents also said that they would trust the advice of their hairdressers over that of their therapists. Stylists, however, are aware that whatever is resolved (or not) in their chairs, clients want to look good when they leave the salon.

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Where to Begin If you see a style or cut that you like, ask the person who did the work. Salon coordinators and receptionists in salons are another good source of names of excellent stylists. They see the work of various stylists—and they hear the compliments or complaints. Stores that sell salon products at retail also know stylists and salons from the inside. Be clear about your needs and make sure that your expectations are realistic. No stylist likes to be in the position of trying to be a mind reader. If you tell a stylist that you are happy with the same old style when you are really hoping the stylist will have the nerve to try something new, you have created a lose-lose situation. If you are moving, get a cut from your old stylist just before you move. Then have someone take photographs of your recently cut hair from the front, back, and sides. Take those photographs with you to a new stylist.

Chapter 23

Hair Stylists

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A colorist will often pass along your color informa4 TIP: tion to a new colorist but won’t give the information directly to you. Whether you have recently moved or are just seeking a new stylist, a good first step is to stop by the new salon for a relatively simple service, such as a shampoo and blow dry, to see if you are comfortable in the salon. Salon presentation is often an accurate guide to the quality of service. If the salon is clean and attractive and appointments are handled efficiently, you are more likely to also be satisfied with its services. Look at and inquire about the products used and carried in the salon. Products that haven’t been tested on animals are an industry hallmark of quality. If you have allergies, you’ll want to be certain to avoid products containing the offending substances. Specialization also indicates good-quality service. Today it is common to have different technicians work on hair styling, coloring, nails, facials, and makeup. Each area of service is getting more sophisticated, with more than ever to know, not to mention that technicians are probably best at doing the work they prefer. STATS AND FACTS: More

than 30 states now issue separate licenses for each technical salon service.

What to Look For Go to a consultation with a fresh cut or with photos of cuts that appeal to you. Pay attention to the way the stylist looks. Great stylists usually have a distinctive personal style, but they should not appear hurried or distracted. After talking with you and after asking a number of questions, the stylist should work with your hair a bit to get a better idea of its texture and weight. The stylist should have several suggestions to offer about style and care. You should feel comfortable discussing those suggestions. Good hair care is a team effort, and a good stylist will want to work with you. A stylist who seems to have a large ego will probably be 192

Chapter 23 HAIR STYLISTS the one who wants to strut his stuff on your head, whether you like it or not. In the initial consultation, you should discuss fees for various services and the recommended length of time between visits. TIP: Just because you should see a stylist every six 4 weeks does not mean you will be able to do so. The

stylist should not be so tightly booked that, if you have an emergency and can’t make the appointment, you will have to wait six months to get back in.

What you really want to know is how the stylists were trained after beauty school.

Ask the stylist about his or her training. Most stylists have spent six months to a year in a beauty school, but what you really want to know is how the stylists were trained after school. A stylist who worked in a budget salon probably trained by watching a video of the half-dozen basic cuts provided by the salon and then practiced on a few models and was on the floor within a week or two. If postschool training as done in a more expensive salon, the stylist may have been required to work as an assistant, shampooing and drying hair for at least a year. After passing a test, the stylist may then have been allowed to work as a junior stylist supervised by a senior stylist. This training may have lasted as long as three to five years before the stylist was allowed to work independently. Whatever the pattern of training, it is important for practicing stylists to attend seminars or work with in-house trainers. New products and new styles are the industry norm, and stylists need constant continuing education. If possible, watch the stylist cut someone else’s hair. Good stylists work with a sureness and rhythm. Notice how well the stylist communicates with the client. Does the stylist explain to the client what is being done?

Red Flags A stylist who refuses to do a consultation should be checked off your list. 193

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Once in the salon, if you are ignored, or if the receptionist or any of the other staff seems angry or bored, cancel the consultation. A salon should provide a sense of refuge from the stresses of your daily life, and you shouldn’t have to deal with the salon’s management or personnel problems. CONSUMER RESOURCES Watch for signs of unprofessional behavAND PUBLICATIONS ior, such as a stylist who talks on the phone The Salon Association while working or one who gives you the same (15825 N. 71st St., Suite 100, style when you asked for something new. Scottsdale, AZ 85254; Lack of confidence spells trouble. The 800-211-4872; stylist may not know where to stop, and you www2.salons.org/index2.html) may leave with a much shorter cut than you wanted. PUBLICATIONS Avoid the stylist who cannot answer the Salon Today question, “Why do you think this style is the Modern Salon best one for me?” A stylist should show you how to maintain the style he or she has created and should tell you to call if you have any trouble with the cut. If a stylist does not return your calls or frequently cancels appointments, look for a new stylist.

Other Considerations Stylists’ work is influenced by the work of other stylists, by what they see in industry publications, and by what celebrities are wearing. A good stylist, however, will understand that a style that works is not a style adopted without being adapted, and that few of us want to look like movie stars unless we are, in fact, trying out for a part. One of the problems is, of course, that celebrities and other public figures spend a great deal of time and money on maintenance of their image—and this image quality has become the cultural gold standard. There are some tricks, say the experts, that can give you “The Look” for much less, if that is what you want. You might, for instance, have an initial cut and styling at an expensive salon and then find someone at a less expensive place who can help you maintain 194

Chapter 23 HAIR STYLISTS that cut—at least for a while—until it’s time to go back to the more expensive salon for another “baseline” cut. You might also considered going to a more expensive salon but working with someone other than the owner, perhaps a new stylist trying to build a clientele, who may charge less. Higher-priced salons often offer such additional services as facials and massages, changing rooms, and coffee or champagne. Today some salons even provide dating services, laundry done while you have your hair styled, or a room where you and your colleagues can conduct a business meeting while all of you get your hair styled. Other salons offer free touch-ups or bang trims for steady clients. One fact to consider is that the price advertised by budget salons is often for just a cut. Shampoos and blow dries are extra charges. Prices quoted by higherpriced salons include these services.

There are some tricks, say the experts, that can give you “The Look” for much less, if that is what you want.

The standard tip for the person who cuts your 4 TIP: hair is about 10% of the price of the cut. A colorist is usually tipped about 10% to 15% of the price of the service. The person who shampoos usually receives a $1 to $2 tip. The salon owner typically is not tipped.

Trends Men now account for about 25% of the clientele in salons, and they receive a variety of services, including facials and hair coloring as well as hair styling. Embarrassment about hair coloring is a thing of the past. Coloring is one of the most requested services in a salon and, according to the experts, the results are so pleasing that the question is no longer, “Does she or doesn’t she?” The question now is, “Where does he or she get that coloring done?” In some parts of the country, salons that cater to children have opened. The kids can explore an indoor playground while waiting for their turns and then sit atop a horse or zebra or in a race car while the stylist cuts and styles their hair. 195

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Insider Fact Some salons will negotiate on the price of services if you are willing to come in at a slow time. Many offer discounts to senior citizens. But you will have to ask if a reduction in price is possible. Regardless of the hour or the time and skill involved in performing the service, women typically pay 20% to 40% more for the same service than men do. Women pay from $10 to $250 for a styling session, whereas men pay from $6 to $150.

PANEL OF INSIDERS Kenneth Anders Dennis Gebhart Kenneth’s Hair Design Group Gebhart International Columbus, Ohio Montclair, Cal.

Clive Lamb Clive & Co. Dallas, Tex.

Mark Copeland Hair Benders Chattanooga, Tenn.

Joseph Iacono Third Dimension Hair Salon Great Neck, N.Y.

Don Paul LeBlanc Salon Paris Parker Hammond, La.

Kenneth Cote Kenneth Cote Salon Providence, R.I.

Alex Ioannou president TRIO Salon Ltd. Chicago, Ill.

Kathy Thalman K Charles & Co. San Antonio, Tex.

Eric Fisher Eric Fisher Salon Wichita, Kan.

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Yosh Toya Yosh for Hair San Francisco, Cal.

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s a group Americans may still not be in the physical shape we want to be in, but no one can say we haven’t come a long way—even if a good part of that way has been in up-and-down motion. In 1982, the year we bought our first VCRs, we also, in record numbers, bought workout tapes to plug into them. Just one year later, some of our hardier workout partners participated in the first National Aerobic Championships. A year after that, nearly 25 million of us were marching aerobically either to our own drumbeat or to someone else’s. The early ’90s brought us to our feet to climb everything in sight—steps, stairs, benches. Today we aren’t so much dropping out of training as we are dropping in—to health clubs and spas where the emphasis is on such activities as yoga, swimming, spinning (on stationery bikes), and weight training. Whereas 20 years ago Americans were bent on losing weight and gaining muscle, now we seem more intent on keeping or improving our health.

Chapter 24

Health Clubs and Spas

STATS AND FACTS: Nearly 20 million Americans belong to about 15,000 health clubs. Some 90% of health clubs are coed, but many offer separate workout areas for men and women.

In addition to making yoga or pumping iron part of our weekly routine, more of us are thinking of our health when we plan vacations. In the past ten years, 14 million Americans have chosen a spa as a vacation destination. Contrary to the old stereotype, these spa goers are not all women. Men account for 25% of those 197

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availing themselves of spa services. Not only are more of us going to health clubs or spas, but there are more kinds of clubs from which we can choose. There is a great deal of specialization in the industry. Some clubs cater to time-stressed professionals. Some offer child care. A few will wash your car while you are working on your abs. Some spas emphasis fitness, while others offer the opportunity to relax. Maybe what you are looking for is the opportunity to get away from it all, including phones, newspapers, faxes, or family. All-inclusive spas offer such luxury.

Where to Begin The best place to begin your search for a good health club or spa is with a question: What are your goals? (Do you want a place to socialize? Do you want a fitness trainer? Has your physician suggested massage therapy as part of treatment for stress? Do you need encouragement to exercise?) TIP: According to American Sports Data, only one4 third of the people who join a health club use the facili-

ty as many as 100 days per year. If you are a “spurt” exerciser and tend to exercise only when the guilt becomes unbearable, buying a pedometer or a bicycle or even a home treadmill may be a better exercise investment. On the other hand, if you spend the money on a club membership, having done so may motivate you to get the cardiovascular exercise two or three times a week that doctors recommend. Make a list of the available facilities in your area that offer the services you want, and call the Better Business Bureau to see whether complaints have been filed against any of the clubs or spas on your list. Ask friends or co-workers if they have had any experience with any of the facilities you are considering. Call a few of the recommended spas and ask to speak to the health club or spa director. Avoid marketing representatives. Many marketing representatives re198

Chapter 24 HEALTH CLUBS AND SPAS ceive only brief training and may not be able to answer some of your questions. In addition, their focus is on closing the contract, not on giving you long-term satisfaction, which the director is more likely to worry about. Ask the director to describe the facility. This description should be not merely a list of equipment and activities that may or may not mean much to you, but rather a careful detailing of the spa philosophy and the services offered. The director should take the time to ask about your needs. It is important to find out whether the facility is licensed by the city and what professional organizational memberships the spa maintains. To be licensed, inspection by the health department is typically required. The director or someone else in spa management should offer you a tour of the spa.

Tours are designed to give you a quick overview of the facility. Pay attention to your first impressions.

What to Look For Tours are designed to give you a quick overview of the facility. Pay attention to your first impressions: ■ Did the staff look professional? The staff should be distinguishable from the mass of sweating bodies in torn T-shirts and baggy shorts working on the machines. Staff should be up working with members and not sitting around the office. ■

Did the director spend time getting to know you and your needs? Were you asked whether you had previ-

ously held membership in a facility and what both pleased and displeased you about that experience? ■

Were you told whether the staff is willing to customize treatments and activities? Were you asked

whether you have any disabilities or injuries requiring a specially trained staff member? After the tour, ask whether you may spend a little time on your own in the facility. Take a closer look at the equipment. Clients who are trying to figure out how the machines work, benches that are not bolted to the floor, and lack of cleanliness are indications that management doesn’t spend enough on maintenance 199

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or on adequately trained staff. Make it a priority to check out the changing room and showers. Dirty towels on the floor, overflowing waste baskets, lack of paper in the stalls, and scummy sinks are clues that the facility either depends on members to pick up after themselves (not usually a reliable source of help) or only has a once-a-day after-hours cleaning service instead of someone onsite responsible for cleaning. Check the water in the hot tubs. It is very difficult 4 toTIP:maintain clean water in tubs. If the water is foamy or cloudy, assume that the spa does not hold to a high standard of cleanliness. Ask a few of the clients how they like the facility and whether they would join again. And, in fact, ask yourself how comfortable you are with the spa members. If they all look as if they were born wearing spandex, are you going to be willing to show up at all? Ask the director whether you can drop by again soon. Choose the time that you would most likely be using the facility. Is the place more or less crowded during your second visit at that time?

CONSUMER RESOURCES AND PUBLICATIONS Aerobics and Fitness Association of America (15250 Ventura Blvd., Ste. 200, Sherman Oaks, CA 91403; 800-225-2322; www.afaa.com)

International Health, Racquet and Sportsclub Association (263 Summer St., Boston, MA 02210; 800-232-4772; www.ihrsa.org)

American College of Sports Medicine (P.O. Box 1440, Indianapolis, IN 462061440; 317-637-9200; www.acsm.org)

PUBLICATIONS

American Council on Exercise (5820 Oberlin Dr., Suite 102, San Diego, CA 92121-3787; 800-825-3636; www.acefitness.org)

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Spa Magazine American Spa Healing Retreats and Spas Spa Business

Chapter 24 HEALTH CLUBS AND SPAS TIP: You will want to know whether the club has a 4 membership ceiling—a cap on the number of mem-

berships the club will sell. Many clubs will try to maximize this number, figuring that many members will not use the facility often. As a result, the facility may be too crowded during peak-use hours. Also consider the ratio of total square footage to the number of members. If the ratio is under 10 to 1, the facility is going to be crowded. A ratio of 17 to 1 is about average. Many facilities will offer you a trial membership, which will allow you to use the facility free of charge for a short period of time—say, two or three days—to see whether it will suit your needs. This is a good time to talk with the instructors and the spa technicians, such as the massage therapists and personal trainers. All technicians should be trained and certified by their respective professional associations and licensed for practice within the state. When you talk with the staff, try to determine the general level of professional commitment. Why are employees working there? How does management support and motivate instructors? Are instructors satisfied with the facilities and equipment? Schedule a massage for your first treatment at a new spa. Good spas and health clubs make sure they hire excellent massage therapists. Talk with several of the massage therapists. Are they trained to provide therapeutic massage to clients who are recovering from injuries or those who have chronic conditions? Some massage therapists also have experience working with the elderly and enjoy providing massage therapy to this population. Before talking with the director about signing a contract, ask yourself the following questions:

When you talk with the staff, try to determine the general level of professional commitment and their satisfaction with the facility.

Do the hours of operation of the facility fit with my schedule? ■ Does this facility not offer a service or activity that I really want? ■ Will I learn something new here? Will I still be chal■

lenged in six months? ■

How is the general atmosphere?

Are many of the 201

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Never buy a membership with the idea that if the club doesn’t work out for you, you will ask for a refund. You may not get one.

clients or staff obsessive about fitness, when I’m not? Will that make me so uncomfortable that I will fail to use my membership as I had hoped to? Will I be pushed beyond sensible limits? ■ Is the cost worth it? To determine the real cost, you need to add up all the costs (initiation fee, annual costs, towel fees, etc.). Then realistically figure how often you will use the services. By dividing your estimated number of annual visits into your total annual fee, you can determine your estimated cost per visit. That figure will give you something comparable to other activities that you think are worthwhile. Knowing that figure may also make the cost so real that you will be motivated to take full advantage of your membership. ■

Do you travel a lot for business or expect to move anytime soon? If so and the facility is part of a chain,

it is important to get in writing how many and which of the facility’s affiliated clubs or spas you are free to use with your membership. This may be an important feature if you travel a lot for business or expect to move anytime soon. You may want to rethink the idea of a long-term membership (a year or more) if you may be moving out of the area. Certainly you should check the contract for clauses covering refund policies. Never buy a membership with the idea that if the club doesn’t work out for you, you will ask for a refund. You may not get one. Before signing a contract, make sure you understand what the spa’s cancellation policy is.

Red Flags Don’t buy a membership for a club that hasn’t yet opened or for a club in the process of upgrading its facilities. You want to see what you are paying for. If the membership fees are too low when compared with membership fees at similar spas, you can assume that management is making some trade-offs in 202

Chapter 24 HEALTH CLUBS AND SPAS terms of hiring less-qualified staff or offering fewer classes or poorer maintenance. You should also be wary if the director or sales manager tells you that you have called on the very last day of a big membership sale. Don’t sign if it isn’t possible for you to take the contract home to think about it overnight. If buying a membership is right for you, it will still seem like a good idea tomorrow. Caution is advised if the health club or spa seems to offer every imaginable treatment and every exercise option. It is difficult to do even a few things well, which is one reason so many clubs and spas specialize. Any place that promises to have you toned in a month should be avoided. And if the regimen hurts, the instructor isn’t paying proper attention to your needs and limitations. Quit the regimen and complain to the director. Massage therapists should be willing to answer your questions, but they cannot legally diagnose or prescribe medical treatment or medication. A therapist or an instructor should not insist that you purchase spa products that you do not need or want. If you are a member of a health club or spa and begin to notice a lack of good maintenance, disappearance of equipment, or cancellation of several classes, you may soon be looking for another facility.

If the regimen hurts, the instructor isn’t paying proper attention to your needs and limitations.

Other Considerations The industry has what it calls the 12/12 rule: The average consumer sticks with an exercise regime for about 12 weeks, and if a health club is more than 12 minutes away from home, the club won’t see the consumer very often.

Trends If you have very little time, you may benefit from one of the biggest trends in the industry. Day spas, located close to work or home, are becoming increasingly popular because, unlike vacation or destination spas, you 203

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have easy access with little time or money expenditure. Another promising trend is the merger of traditional Western medicine and the alternative therapies frequently offered by health clubs and spas. In fact, some facilities now have medical doctors on staff to provide service to members with special concerns, such as rehabilitation after an illness or accident.

Insiders Facts Many clubs and spas will let you design your own package of services and may give you a break on the cost. Others are willing to let you pay month to month on a yearly contract without a finance charge, sometimes only if you agree to arrange for automatic electronic payment. Still others will offer a substantial discount if you sign a yearly contract. Providing excellent spa service is not inexpensive. It costs approximately $300,000 for initial installation of equipment (no pool or spa), $30,000 a year for maintenance, and $60,000 a year for new equipment. Certified aerobics instructors in midsize towns (not big cities) earn $15 to $20 per hour, and personal trainers make about $15 per hour. See also the profile of Massage Therapists.

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PANEL OF INSIDERS Gayle Brady The Peaks at Telluride Telluride, Colo.

Ann Emich Ihilani Resort and Spa Kapolei, Hawaii

Duke Klauck 10,000 Waves Santa Fe, N.M.

Brian Cantor Paul Labrecque Salon and Spa New York, N.Y.

Maureen Fletcher Institut Clarins at Saks Fifth Avenue Houston, Tex.

Jamie Montel Woodlands Spa Farmington, Pa.

Alan and Carole Coombs Green Valley Spa St. George, Utah

Robin Gelly Platinum Studios Salon and Spa Winston, N.C.

Samantha Cooper Lodge and Spa at Cordillera Edwards, Colo.

Frannie Gerthoffer Hilton Head Health Institute Hilton Head Isle, S.C.

Laura Crandall Topnotch at Stowe Stowe, Vt. Jennifer DiFrancesco Desert Springs Resort and Spa Palm Desert, Cal.

Thor Holm Sanibel Harbour Resort and Spa Fort Myers, Fla.

Rod Newlin Spa at the Crescent Dallas, Tex. Diane Reed Aveda Spa and Retreat Blaine, Minn. Bob Shrem New Age Health Spa Neversink, N.Y. Judy Snow Camelback Inn Scottsdale, Ariz.

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n the U.S., the field of holistic medicine is in its infancy, which is not to say that that infant is not showing signs of robust, squalling health. Although Chinese physicians have been practicing medicine in this mode for 2,000 years and European physicians have taken a similar approach for several hundred years, it wasn’t until the 1970s that Montefiore Medical Center in New York City offered the first classes in holistic medicine in this country. In the U.S., willingness to take a look at other modalities of treatment has been prompted by the growing frustration of both physicians and patients with the health care delivery system and with the limits of conventional medicine. It is widely acknowledged in the medical community at large that the greatest contributions to human health from conventional medicine have been in the areas of infection control, handling trauma, and the development of safer and better surgical techniques. However, conventional Western medicine has been much less successful in dealing with the chronic complaints that bring most patients to a doctor’s office—problems such as headaches, muscular pains, ulcers, and fatigue—and with problems that appear to be related to emotional health, lifestyle, and aging, such as arthritis and heart disease. This fact has prompted a steadily increasing use of alternative medicine on the part of the public, and a willingness to try new treatment approaches on the part of the traditional medical community. This evolution is, in fact, an old pattern in medicine. Every 200 to 300 years conventional medicine is challenged, as some alternative therapy is brought into

Chapter 25

Holistic Physicians

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the mainstream. Today we revere Hippocrates, Paracelsus, and Galen for achievements in medicine. Their colleagues and contemporaries, however, thought the ideas of these landmark scientists were strange and threatening. Today the typically conservative American Medical Association (AMA), while rightfully cautioning against the ever-present problem of medical quackery, also is slowly accepting some modalities that were once totally outside the accepted range of practice. Thirty-five years ago, for example, the AMA gave its approval to the use of hypnosis, which today is frequently used to control pre- and postoperative pain. The AMA has also acknowledged that there is much that medical science does not understand about the human body. For example, we don’t understand why many treatments work or why a positive attitude on the part of the patient (not to mention the physician) seems to aid healing. Neither do we understand why a certain percentage of illness disappears with no treatment whatsoever. What we do know is that the process of answering these kinds of questions has been the method of bridging the gap between the conventional and the alternative medicine of the day. STATS AND FACTS: Today approximately half of the medical schools in this country offer some courses that explore the mind-body connection—that is, the interplay between psychological and physical health. These courses often focus on good listening techniques and cover such topics as patient-centered practice, which emphasizes teaching patients ways in which to improve their own health, and alternative treatments.

Where to Begin The American Holistic Medical Association provides referrals of members. In addition, the American Holistic Nurses Association is a good source of information for finding holistic practitioners. You might also talk with people at your local health-food market or yoga 208

Chapter 25 HOLISTIC PHYSICIANS center and ask about holistic physicians who practice in your area. The phonebook is not a good source of names because many physicians do not list themselves as strictly holistic practitioners, although they incorporate a holistic approach in their practice or are open to working with patients who are interested in both traditional and alternative methods of treatment. TIP: There is a common misperception that holistic 4 physicians are not “real” doctors. In fact, as the mem-

bers of our panel illustrate (see the box on page 213), most hold the degree of doctor of medicine from a traditional school of medicine. Holistic physicians tend to believe in a greater mind-body connection than do conventional practitioners, who may concentrate more on identifying diseases and treating those illnesses with drugs or surgery. Holistic physicians are often more interested in psychological, social, family, and work-related issues that might affect health. Holistic medicine strongly emphasizes the prevention of illness. Holistic physicians are also more likely to use chiropractic services, acupuncture, Chinese medicine, homeopathy (a 200-year-old system of treatment in which medicines are administered to encourage rather than control symptoms, in the belief that symptoms indicate that the body is trying to cure itself), biofeedback (a method for teaching the patient to carefully monitor and modify such body functions as breath and heart beat), or herbal medicine in conjunction with traditional Western medicine. However, medical practice today in this country falls along a continuum. Some very traditional Western practitioners will refer patients to a chiropractor but will not advise patients about dietary supplements such as vitamins. Some holistic physicians focus on a blend of Western and Chinese medicine; others use acupuncture but reject other Oriental medical possibilities. Because they deal with problems that traditional medicine has not always been able to

STATS AND FACTS:

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solve, gastroenterologists, specialists who deal with diseases of the digestive tract, and rheumatologists, who treat diseases such as arthritis that affect arms, legs, and backs) were some of the first specialists to accept alternative treatments. Given the broad range of approaches, you need to find out something about the holistic physician’s philosophy of medicine. What kinds of approaches and treatments does the physician typically use for various problems? What specific training does the physician have in these modalities? For what kind of medical practice is the physician licensed by the state to practice?

CONSUMER RESOURCES AND PUBLICATIONS The Foundation for Informed Medical Decision Making, Hanover, N.H., (www.healthdialog.com) produces computer programs for physicians that detail many varieties of treatments, surgeries, treatment success rates, probability tables, and the like. Although the emphasis is typically on comparison of more traditional methods of treating illness, this information provides consumers with an idea about the discussions that physicians have among themselves concerning various ways of treating specific diseases. The Agency for Healthcare Research and Quality (301-594-1364; www.ahcpr .gov) tracks university medical research programs doing research on alternative therapies.

sionally in other libraries, lists mortality rates by procedures and by hospital. American Holistic Medical Association (6728 Old McLean Village Dr., McLean, VA 22101; 703-556-9245; www.holisticmedicine.org) The National Center for Complementary and Alternative Medicine, National Institutes of Health, does not provide referrals to holistic physicians but it does offer the consumer an excellent Web site, at nccam.nih.gov, with excellent fact sheets and databases, in addition to specific information about such matters as clinical trials of alternative treatments. PUBLICATIONS

The Guide to Hospital Performance, found in medical school libraries and occa-

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Chapter 25 HOLISTIC PHYSICIANS

What to Look For Technical competence is the baseline for excellence in any medical treatment. In holistic practice, the issue of competence is complex because the practitioner has to be skilled and knowledgeable about a spectrum of modalities. TIP: A holistic approach is not a matter of using all pos4 sibilities to solve the problem but rather of knowing

which of the options, singly or in tandem, is likely to produce the best result. In addition to being broadly trained, the good holistic physician is patient centered. This means that the physician will take time to get to know you, not only your medical history but also your past and current lifestyle and emotional history. The physician will pay particular attention to what you consider significant. Part of a patient-centered approach is teaching patients about their responsibility. The physician should tell you about the body’s mechanisms for healing itself and tell you how to head off trouble. After visiting a holistic physician you should have a new perspective on your health. In making a decision about which holistic physician to consult, it is useful to ask these questions after an initial consultation (and these would be good questions to ask of any medical practitioner): Was I given a range of options—and the physician’s opinion about which was the best for me? ■ Was the physician realistic but positive? ■ Did the physician listen carefully? ■ Did the physician explain things in ways that I could understand? ■

Red Flags One reason for choosing holistic care is the assumption that the physician will be interested in determining the root causes of the problem, not just in dealing with symptoms. If the physician appears hurried, you are 211

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not likely to receive this benefit. There is no magic bullet in holistic or any other kind of medicine. Beware the physician who promises one. Caution is also advised if you come across a physician who tries to sell you specific products, such as dietary supplements, or seems to have a particular interest in persuading you to try something.

Other Considerations Most holistic physicians want their patients to take more responsibility for their own physical well-being. If this approach appeals to you, you should work well with a holistic practitioner. If you prefer someone to tell you what to do and you prefer not to know a great deal of detail, a more traditional practitioner may be better for you. The recovery timetable with holistic treatments is often longer than with conventional treatments. Herbs, for example, may work as well as conventional drugs for certain conditions and be easier on the body, but you may need to take them for a longer period of time before you see results. Holistic physicians are often consulted after traditional physicians have admitted that they don’t know what to do. Seeking a second or third opinion from a holistic physician when a problem first appears (or even better, before there is a problem) could give you more options. Patients who have been treated unsuccessfully by traditional medicine for chronic conditions are sometimes so eager to find relief that they become vulnerable to something or someone that sounds good but isn’t good for their health or pocketbook. At this juncture, caution the experts, it is particularly important to carefully interview a physician and check his or her training and background.

Trends Many insurance companies will pay for some alterna212

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PANEL OF INSIDERS Alan Abromovitz, MD Phoenix, Ariz. Barbara Bishop, MD San Francisco, Cal. Rosalie Bondi, DO Denver, Colo. Paul Brenner, MD Idlewild, Cal. Nita Brown, MD Little Rock, Ark.

Milton Hammerly, MD medical director of complementary and alternative medicine Porter Adventist Hospital Denver, Colo.

William A. McGarey, MD ARE Medical Clinic Phoenix, Ariz.

Stephen Hathcock, MD Little Rock, Ark.

Christina Stemmler, MD Center for Integrated Medicine Houston, Tex.

Evarts G. Loomis, MD Health and Growth Associates Memet, Cal.

Shera Raisin, MD Los Angeles, Cal.

tive therapies. The list of approved therapies changes constantly. Check with your insurer or physician.

Insider Facts Alternative medicine is a hot research area. Major programs are under way at the National Institutes of Health; the Alternative Medical Research Center, Beth Israel Hospital, Boston; the Division of Complementary Medicine, University of Maryland School of Medicine, Baltimore; and the Mind-Body Medical Institute, Harvard School of Medicine, Boston. See also the profile of Physicians.

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he medium is the message, said Marshall McLuhan, describing the way we communicate in the modern world. Politicians, businesses, and entertainers know this principle well. The growth of personal-image management services suggests that many of the rest of us are beginning to catch on to the fact that presentation—the way we speak, dress, move, and interact with others—can significantly affect our success or failure in both business and personal relationships. In fact, a recent study conducted by Harvard University suggests that as much as 85% of success on the job is related to the knowledge and practice of good social skills. This growing awareness of the necessity of presenting ourselves accurately and well is colliding head on with the consequence of more than 40 years of relaxation of social standards in this country. Americans are now in the position of knowing we will have an edge if we follow the rules—we just don’t know what the rules are. Consultants working with or within corporations to ensure a positive product and corporate image know that company employees who project a professional image constitute a cost-effective tool for creating a competitive edge in the marketplace. Employees who have seen firsthand the importance of corporate image have been some of the first people to hire a consultant to give guidance with such matters as dress, business protocol, and verbal and nonverbal communication.

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Chapter 26

Image Consultants

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Where to Begin Image consultants tend to specialize in fields such as wardrobe planning, presentation skills, personal style analysis (everything from what colors you should wear to the way you come across when conducting meetings), etiquette, intercultural communication, corporate dress-code policies, business entertaining, and corporate branding (the process of creating a powerful and easily recognizable image for a company). Some consultants work only with small target groups: television anchors and radio personalities, people over age 50, children, those in the process of career change, men or women, college students, or owners of small businesses. Rapid social change may be the most significant reason why clients seek the services of an image consultant. Consultants frequently hear such questions as, What kind of dress is appropriate for casual-dress Fridays? If my new boss is a woman, should I open doors and pull out chairs for her? What kind of dress would be socially correct for a business trip to the Middle East? How can I create a professional home office in which to meet clients?

STATS AND FACTS:

Once you decide which image problem you would like to tackle, you can obtain a referral from the Association of Image Consultants International. Human resources offices also often know of good consultants. Image consultants say that most new clients come to them by referral from other clients. (Because the American credo still leans heavily upon the idea of the self-made person, however, you may find that some friends or colleagues may be hesitant to admit that they’ve sought the services of an image consultant lest you think that they needed the help. The experts suggest an approach somewhat short of, “Wow! You are a whole new person! Who is responsible for this miracle?” usually works fairly well in obtaining referral names.)

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Chapter 26 IMAGE CONSULTANTS Studies have shown that it takes only seven seconds to form a first impression, and that the impression so formed is difficult to change.

STATS AND FACTS:

What to Look For Membership in the AICI assures you of the consultant’s expertise, continuing education, and willingness to follow an industry-standard code of ethics. The professional organization recently began a certification program to provide common training for its CONSUMER RESOURCES 700 members who come to the field with a AND PUBLICATIONS broad range of backgrounds in other areas. Many image consultants have previously Association of Image earned MFAs in design, MBAs, or PhDs in Consultants International fields such as counseling and education. The (2695 Villa Creek Dr., Suite 260, training and work experience of the image Dallas, TX 75234; 972-755-1503; consultant should match your specific need. www.aici.org) Good image consultants will not merely help you solve the immediate problem, but as PUBLICATIONS you work together, will also give you the tools Image Networker to make future choices. Furthermore, good Image Update consultants will tell you why they are making Image Management Consultant the suggestions they offer. Image consultants vary in the way they charge for their services. Most charge by the hour, although many offer packages of services. Some want you to commit yourself to a certain number of hours of assistance, perhaps understandably, because they know from experience how long the process can take.

Red Flags Continuing education is a must in this fluid field. Consultants who cannot tell you about the most recent seminars they attended or books they are reading in their area of interest may be offering advice that is out of date. A good image consultant is not in the business of creating a new you but a better you. You should feel comfortable, not conspicuous, carrying out the sugges217

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tions. Most consultants are very conscious of their own images as pleasant, knowledgeable people who are in a service field, so you should expect that you won’t have to endure an unpleasant critique, but an informative and helpful one.

Other Considerations Some consultants will not give you names of clients as references. Depending on the consultant’s area of specialization, providing such names could be a breach of confidentiality. However, consultants should be willing to discuss specific methods they have used to handle needs similar to yours, and offer some idea of how successfully their clients have implemented the suggestions. Image consultants need to have both breadth of knowledge and information specific to your situation. For example, a wardrobe consultant should know what is acceptable within various industry and geographic parameters—for example, that jeans are acceptable business wear in the high-tech industries on the East and West Coasts, but not in the Midwest.

Trends The aim of the new holistic image consulting is to capture of the essence of the individual. Although the general concept has underpinned much image consulting, assessment tools, such as personality typing, are now being used.

Insider Facts Image consultants tend to be proficient networkers. If you need a new business wardrobe, they will take you to shoe shops, tailors, and dress designers they know. (Or many wardrobe consultants will act as your personal shopper and bring items to you.) If what you wish is a new office image, a good consultant will know lighting designers, furniture suppliers, and carpet layers. 218

Chapter 26 IMAGE CONSULTANTS

PANEL OF INSIDERS Lauren Castle publisher Image Networker San Diego, Cal.

Joyce Knudsen, PhD AICI master The Image Master Inc. Franklin, Tenn.

Judith Rasband Conselle Institute of Image Management Provo, Utah

Helena Chenn board member Association of Image Consultants International also wardrobe consultant San Jose, Cal.

Lynne Henderson Marks president London Image Institute Atlanta, Ga.

Lauren Solomon president Strategic I Image Consulting New York, N.Y.

Deborah King director Final Touch Finishing School Des Moines, Wash.

Penny Pilafas president AICI Pittsburgh, Pa.

Some image consultants team with universities to offer graduating seniors seminars in professional image, job interviewing, and self-marketing. See also the profile of Personal Coaches.

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hen you purchase insurance, you are buying a product that you hope will never be delivered. Moreover, you will not really know the quality of the product you have purchased unless you have the misfortune of needing to use it. Recent historical changes in the way we view such cosmic issues as predictability, vulnerability, safety, and individual responsibility have made the business of betting against ourselves much more difficult. Today many of us expect insurance to fully protect us against any unpleasant eventuality, and at a reasonable cost. This expectation is light-years away from the insurance-industry assumption that insurance begins at the point where consumers cannot handle the cost of an emergency themselves, rather than at the point where consumers would rather not assume the cost of an accident or illness.

Where to Begin

Chapter 27

Insurance Agents

Before shopping for any kind of insurance, be clear about what kind of coverage you need and want. (The insurance company will counter with what kind of coverage it is willing to give you.) For example: ■

A certain amount of automobile insurance is required by state laws and may be required by the auto fi-

nancing company. ■

Of course, if you purchase a home, you will require homeowners insurance, and even if you don’t own

but rent, you may want renters insurance, which similarly protects you from theft and from liability for 221

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others’ injuries on your home turf. you probably won’t need life insurance. ■ If you are married, you may want life insurance, but you probably won’t need as much of it as when you have children. ■

If you’re single and have no dependents,

■

If your employer doesn’t provide disability insurance for you, or not enough of it to maintain yourself

should you become unable to work for some period of time, you will want disability insurance. ■ If you’re self-employed, you will certainly want health coverage for yourself and your family. ■ If you’re approaching middle age, it may be time to look into long-term-care insurance. ■

Would it make sense for you to purchase extended personal liability insurance in the form of an umbrel-

la policy? Such policies typically pick up where your auto and homeowners insurance leaves off and protect you to whatever limit you chose, typically $1 million. And, of course, you want this coverage at a reasonCONSUMER RESOURCES AND PUBLICATIONS Insurance Information Institute (212-669-9250; www.iii.org) is a good source of books dealing with insurance topics of interest to the consumer. The institute also has several free brochures on such topics as how to lower homeowners insurance costs and how to settle insurance claims.

22314; 800-221-7917; www .independentagent.com) PUBLICATIONS

Best’s Review frequently publishes articles directed toward insurance industry professionals but also of interest to consumers.

Insurance Education Foundation (PO Box 68700, Indianapolis, IN, 46268, 317-876-6046; www.ins-ed-fdn.org) provides educational materials to teachers.

Casualty/Risk & Benefits Management can take you inside the insurance professional’s mind.

The Independent Insurance Agents of America (127 S. Peyton St., Alexandria, VA

National Underwriter, a weekly insurance trade newspaper.

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Chapter 27 INSURANCE AGENTS able cost. You don’t want to find yourself insurance rich and cash poor. Those are your cards on the table. Now the insurance company plays its hand. If you have a bunch of traffic tickets or a bunch of teenagers (the two often go hand in hand), you can forget a low premium. If you are willing to buy your homeowners insurance from the same company as your auto insurance, you may get a break. If you drive your car to and from work every day over a certain distance, up goes the premium. If you are insuring two or more cars, down comes the premium. If one of your cars is a Lambourghini, up goes the premium. The point is, it is important to know exactly what kind of coverage you need before you visit an agent. Also make sure that you will be speaking the same language as the agent. The insurance industry is rife with words that sound like words laypeople use every day. When in doubt about such terms as universal life, bodily injury liability, and point-of-service, it is advisable to ask for a definition. When you have done all this homework, call your banker, accountant, attorney, and financial planner, who are all likely to know of good agents. In addition, real estate agents know insurance agents who handle homeowners insurance. Your list of prospective agents should include both exclusive agents (those who represent just one company) and independents (those who represent several companies) so that you can comparison-shop the deals they can offer through a single insurer or several.

Your list of prospective agents should include both exclusive agents and independents so you can comparisonshop.

The average independent represents only nine companies, although there are at least 500 from which to choose. According to the Independent Agents of America, most independent agents place 90% of their clients with just four companies. STATS AND FACTS:

Keep in mind that most agents, whether exclusive or independent, don’t sell all kinds of insurance. Agents who specialize in life insurance usually don’t sell auto and homeowners (property and casualty in223

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Many very good companies (such as USAA if you’re in the military, or Geico) don’t have agents.

surance). Some property-casualty agents sell life insurance, but that’s usually not their area of expertise and they may not be able to sell a wide range of life policies. Many very good companies (such as USAA if you’re in the military, or Geico) don’t have agents. To purchase insurance from them, you’ll need to deal directly with the company. Consumers can also do a lot of research online at insurance marketplace sites, such as InsWeb (www.insweb.com), which lets you compare prices from several different companies. You can get some very good policies online and get a lot of help directly from the company. In fact, most companies that previously sold only through agents now sell online, too. If you do choose to buy from an agent, you will get additional service without having to pay extra for the policies, but you shouldn’t overlook online buying as an option, either. Make appointments for office visits with the agents to whom you’ve been referred. Don’t try to interview over the phone. Quotes for the same service can vary widely. So can service and quality of advice. A visit to an agent’s office can give you clues about the quality of client service. Is the waiting room full? Do the people in the office seem harried? Are stacks of papers on every surface? Do you see evidence of credentials and awards for exceptional service?

What to Look For The experts suggest that you look for the right combination of coverage, service, and price—in that order. (You, of course, will have to determine what your priorities are.) Ask about the agent’s background. How did the agent get into the business? Most agents do not enter the insurance business with a background or degree in insurance, although some do have a college degree, say, in business, with coursework in this field. But before agents open their doors for business, they should be properly trained and licensed by the state agency that regulates insurance, banking and securities. 224

Chapter 27 INSURANCE AGENTS You should also have an idea of the meaning of the acronyms following the agent’s name. (In fact, you might see whether the agent will give you a break on your premium if you can pass a test covering the more than 30 designations currently used by the industry.) Some of the most widely recognized and respected professional designations, conferred by various professional organizations after candidates have passed courses given by or through the organizations, are: ■ Chartered Property Casualty Underwriter (CPCU) requires passing ten courses, ■ Associate in Risk Management (ARM), three courses, ■ Accredited Advisor in Insurance (AAI), three courses, ■ Certified Insurance Counselor (CIC), five courses, ■ Chartered Life Underwriter (CLU), ten courses, and ■ Chartered Financial Planner (CFP), six courses. These designations after the agent’s name demonstrate his or her ongoing commitment to professional competence. Insurance is definitely not a one-size-fits-all proposition. An agent should first ask you what you want and why, and then carefully listen. Often you won’t know exactly what you need. So the agent should ask questions about your lifestyle and remind you of things you need to think about. You should get the feeling that you, not the agent or the company, are at the center of the insurance equation. Does the agent seem willing to spend the time to get a full picture of your needs or does he seem in a hurry to sell you a product? The ability to ask the right kinds of questions comes with experience. Look for an agent who has been in business for a while. An agent who has been in business for at least three years has probably made the commitment to remain in the industry. When you purchase insurance, you are buying promises. Do you get the feeling this agent is someone you can trust? If at some point you need to use the insurance you are purchasing, you will need an agent to be proactive on your behalf. Does this agent seem to be knowledgeable and energetic?

Often you won’t know exactly what you need. So the agent should ask questions about your lifestyle and remind you of things you need to think about.

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If you need to use the insurance, you will need the agent to be proactive on your behalf. Does this agent seem to be knowledgeable and energetic?

Is the prospective insuring company a company you can trust? It might be helpful to check the Web sites of the A.M. Best Co. (www.ambest.com) and your state’s insurance department for information about the insurance companies you are considering; the Web site of the National Association of Insurance Commissioners (www.NAIC.org) includes a link to all state insurance regulators. Ask to see sample bills and policies. A bill should be detailed enough that you will be able to understand what is happening to your account. It should include information that would be relevant if you actually needed to file for payment. For example, in addition to the period of time the policy is in effect and the precise limits of the coverage, the document should alert you to any changes the company is making in the way it handles the kind of coverage you have purchased. Policies should be easy to understand and written to fit your needs. They should define and explain any assumptions regarding your coverage and costs, so that, if you choose to shop for coverage, you can compare apples with apples insofar as possible. An agent who can show you only the “standard” policy may not know how to tailor a policy to fit you.

Red Flags If you have signed with an agent and begin to notice a rapid turnover of personnel in the office, if refunds are delayed, or if service becomes slow, think about finding a new agent. In addition, if you begin to read negative reports about the insurance company the agent represents or about its financial instability in consumer publications or in the financial pages of your newspaper, caution is advised. At that point, it might be a good idea to visit the Web sites suggested above for information about the company or to call the state regulatory and licensing agency that regulates financial institutions. Life insurance agents who sell insurance products with a variable investment component (such as variable life insurance and variable annuities) must have a secu226

Chapter 27 INSURANCE AGENTS rities license and are regulated by their state’s securities department. If you’re purchasing such a product, check with your state’s securities office. This office can access the Central Registration Depository (CRD) to find out whether the agent/broker has ever been fired and why (say, for having perpetrated fraud).

Other Considerations Insurance is a $3-trillion industry in this country. While it is not federally regulated, it is regulated by each state. Some state insurance departments are more effective than others, but they all have books filled with insurance laws addressing sales practices, advertising, rates, licensing, and a variety of other subjects. In some states, like Massachusetts, the insurance industry is so regulated that companies don’t like to do business there. On the other hand, state legislators connected to the insurance industry make up as much as 15% of the seats on committees which regulate insurance. Some legislators are not eager to pass laws requiring greater disclosure of insurance rates and practices or regulating advertising of insurance products. So, it isn’t surprising that consumers may encounter difficulty when trying to compare insurance products. However, balancing this reality is the fact that insurance professionals are aware of some of the negative perceptions of their industry and are working hard to address problems. The Quality Insurance Congress, for example, has been focusing on closing the gap between what customers say they want from the industry and what the industry believes it is providing. One of the more interesting discrepancies is the fact that consumers say that they want more innovative products, while the industry maintains that the market is mature (that is, product-saturated).

Agents who sell life insurance products with a variable investment component must have a securities license and are regulated by their state’s securities department.

STATS AND FACTS: Two countries account for 60% of the world’s insurance market. The United States accounts for 30% of the total and Japan accounts for another 30%. 227

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Trends Insurance is no longer strictly the domain of insurance companies. The product is being widely sold and marketed by banks and stockbrokers and over the Internet. Consolidation among insurance companies is a trend that worries many professionals, not necessarily because of lessened competition, but because the time spent in-house dealing with the problems of consolidation is time not spent making changes that benefit customers. There is also concern that, even with renewed attempts to educate the public about insurance, most customers still don’t have a clear idea about how insurance works. At the same time, agent education is improving. More than 40 states now have mandatory continuing-education requirements for agents.

Insider Fact The old saying that location, location, location is everything in real estate applies also to property insurance. Premiums for homes and automobiles can vary widely depending upon address. Although it is illegal for an insurance company to 4 TIP: refuse you coverage just because you live in a minority or low-income neighborhood (or in a ritzier area adjacent to a low-rent area), this practice, called redlining, still happens. (The company will typically refuse you coverage for other, legal reasons.) If you suspect this has happened, you might ask neighbors if they have had similar problems. The bank that holds your mortgage will be concerned about insurance coverage and may be able to help you deal with the insurance company. In addition to filing a complaint with state and federal regulatory agencies, you can buy coverage under a state risk pool, a method that states use to ensure that all residents are given an opportunity to purchase insurance.

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Chapter 27 INSURANCE AGENTS

PANEL OF INSIDERS Norm Baglini CEO American Institute for Chartered Property Casualty Underwriters Malvern, Pa. Robert D. Bischoff chairman Insurance Education Foundation Indianapolis, Ind. James L. Buck Advantage Insurance Services St. Petersburg, Fla.

Henry L. Good director of insurance Rohm & Haas Philadephia, Pa.

Stephen P. Puntasecca president Charles F. Heidt Inc. Wyckoff, N.J.

Terry M. Kaltenbach manager Pacific Mutual Life Insurance Co. San Diego, Cal.

Marianne E. Rogers George M. Rogers Insurance Agency Boylston, Mass.

Steven Landberg principal Sibson & Co. New York, N.Y.

Roger L. Smith president Insurance Educational Association San Francisco, Cal.

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he first course in interior design was taught in the U.S. in 1906. The fact that Americans came relatively late to concern about our interior world perhaps says something about this country’s early preoccupation with taming the vast space outside. However, our current interest in individual statement and style provides a vast market for the services of the more than 30,000 interior designers who are members of the American Society of Interior Designers and for the many thousands of architects who consult on matters of interior design. A few generations ago, it was usual for architects to dictate most design elements in new buildings. Today, however, interior designers are part of the design team that includes the client, the architect, and a host of other specialists. Specialization is, in fact, the name of the design game today. Interior designers may specialize in commercial or residential design. In addition, some earn professional credentials for kitchen and bathroom design or for expertise in handling acoustics, lighting, or ventilation problems. Nontoxic environmental design is a fast growing subspecialty fueled in part by reports of “sick buildings,” in which chemicals used in the production of building materials and furnishings have caused illness to workers or residents.

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Chapter 28

Interior Designers

Where to Begin Finding a designer by referral tends to work out best for both the client and the designer. Friends and col231

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leagues who share your taste are a good place to begin, particularly if they have recently had a home or business space designed and you liked what you saw. Home shows provide an opportunity to see work done by local experts. Design publications that feaCONSUMER RESOURCES ture the work of both American and internaAND PUBLICATIONS tional professionals can give you some perspective about what is being done by American Society of Interior some of the world’s top designers. It will also Designers (608 Massachusetts help you form a clearer idea of what you reAve., N.E., Washington, DC ally like and why. Local architects and land20002; 202-546-3480; scape architects are also sources for names of www.interiors.org) good local or regional interior designers. Call six or seven of the names you are PUBLICATIONS given and ask them if they are interested in Architectural Digest doing the kind of project you have in mind. Metropolitan Design Also ask about time commitments. If you Architectural Record want the work completed within six months and a designer cannot even begin to think about your project for six months, that designer, however talented, is obviously off your list. The American Society of Interior Designers (ASID) provides a toll-free nationwide referral service (800775-2743), through which you can obtain names of ASID members in your area.

What to Look For Collaborative design requires congenial personalities and an eventual meeting of minds. No matter how much you like a designer’s work, if you don’t also like the designer, you will not be happy with either the process or the product. Therefore, personal interviews are essential. And if the project you have in mind is a redesign, it will be helpful to conduct the interviews onsite at your home or business, so that the designers can realistically assess what needs to be accomplished. Ask the designer to show you their portfolios so you can see the breadth and scope of work they have done. Your responses to their work will give the designers some idea of your taste. 232

Chapter 28 INTERIOR DESIGNERS Ask the designers to tell you about their education, training, and professional affiliations. Interior designers hold university degrees (associate, bachelor’s, master’s, BFA, or MFA) in interior design, home education, architecture, art or design, depending on the licensing requirements in their states. The candidate is eligible to sit for the professional certification exam, called the National Council for Interior Design Qualification, after achieving one of the following combinations of education and experience: four to five years of education and two years of full-time experience working under the supervision of a licensed interior designer or architect; three years of education and three years of work experience; or two years of education and four years of full-time work experience. Ask the designers to describe the projects that they have most enjoyed doing and to tell you how they work. Before they think about your project and offer some suggestions, note whether they want to see magazine clips showing rooms that you find pleasing. Will they want you to visit some of their completed projects to get a feel for the quality of work they do? You will also want to know which services they provide, such as consultation, design, purchasing and installation, how they charge (discussed below), what methods they use to maximize the client’s budget, such as recycling white elephants that you might have in the garage or attic, and how often they meet with clients.

What methods do they use to maximize the client’s budget, such as recycling white elephants that you might have in the garage or attic?

Interior designers today work in several specialties, including facilities management for public buildings, parks, museums, and industrial complexes; entertainment design for amusement parks, movie theaters, auditoriums, and casinos; government and institutional design; retail design; and residential design, which may include custom furniture design, kitchen and bath design, and children’s room design.

STATS AND FACTS:

It is important to explain in detail what you want a designer to do. It is very helpful to take in photos or clips from magazines to show what you have in mind. 233

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Ask the designers how long it would take them to complete such a project and how much such a project might cost. Find out exactly how the designers charge. Retainers, in which a certain amount is required up front against the total bill, are common; some designers bill hourly for their time, and many of the best designers say they can no longer can afford to do a free initial consultation. Many also say that they can only make a living if, in addition to billing hourly, they sell furniture, wallpaper, or art to clients. They maintain, however, that, even when their commission is figured in, the price they charge for items bought by clients is less than the price clients would pay for the same items on their own at retail. Another fact to consider is that certain items are available only through showrooms to professional designers. In general, the most common billing methods are: ■ Retainer (as explained above) ■ Price per square foot (total square footage of completed project times a set amount) ■ Hourly rate plus commission (number of hours of the designer’s time times the hourly rate plus a percentage of this total) ■ Flat fee (a stated and agreed-upon total for all services), ■ Flat fee plus commission (agreed-upon total for all services plus a percentage of this amount) ■ Straight commission (percentage of the project cost) ■ Net cost plus fee (total cost of all services and materials plus a stated consulting fee). Price per square foot, flat fee, flat fee plus commission, and net cost plus fee work well for the client—if the client can resist getting carried away by all the possibilities suggested by the designer. Hourly rate plus commission is potentially the most costly method if the designer is given too much latitude, say, “I just want the sunroom to look terrific. I’m not much of a detail person. Surprise me.” Straight commission and net cost plus fee also need to be supported with firm contractual arrangements. 234

Chapter 28 INTERIOR DESIGNERS If you have strong likes and dislikes, mention them. Sensitivity to color, a sense of claustrophobia, an inability to make decisions, a penchant for collecting bugs or antiques are all factors a designer needs to know. Designers work with clients who have definite ideas about what they want and with clients who do not want to be bothered with details. However, interior-design professionals have found that client satisfaction increases with client involvement in the project. Even if you have trouble explaining exactly what you envision, a good designer will draw you into the design process by showing you photos to suggest options you may not have considered, by asking about your lifestyle, and by telling you about the benefits and drawbacks to various approaches. It requires a skillful listener to get the idea of the environment you envision and a skillful designer to recreate that image in a real time and actual place. It is important to remember that listening is the critical first step in the process. Finally, ask the designer for a list of ten clients. Call some at random. Ask about their satisfaction with both the finished product and the process.

Interior design professionals have found that client satisfaction increases with client involvement in the project.

Red Flags Designing is problem solving. In reality, however, not all problems can be solved. Avoid designers who tell you that there is no problem they haven’t been able to handle for their clients. Be wary of designers who tell you that “everyone is using mauve this year” and therefore so should you. Because a pleasing effect is a collaborative effort, you probably won’t be happy with a designer who either is too independent and tends to ignore your input or seems to expect you to drive the process. If you have strong feelings that your house should reflect you and not a trend, avoid designers who seem uncomfortable doing something they haven’t seen other designers do. Even if you decide to work with a large design 235

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A designer can save you money by working with your architect or contractor and by suggesting alternative approaches and materials.

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firm, you should work directly with one designer who is responsible to and for you. You don’t want to get lost in the shuffle. Be wary of an individual designer or a design firm that wants all the money required for the project up front. The firm may be on shaky financial footing. And don’t allow a designer to begin tearing down walls until you see sketches and samples of fabric and carpet. You want to have a sense of the scope of the project and to be convinced that it will please you before you begin work that is difficult to undo.

Other Considerations A good designer will be honest about the typical timetable for delivery from suppliers. For example, it is not uncommon to have to wait six months for a custom piece of furniture to be delivered. Although most designers view their work as a collaborative effort, they can be expected to have their own aesthetic sensibility (point of view). Some designers believe that this is one of the services clients pay for. As one expert said, “People buy my service because I will tell them what they need to hear, not what they want to hear.” Collaboration does not end when you and the designer have made the initial decisions, but continues throughout the work. Going on vacation to give the designer more freedom to work will almost always delay completion of the project. You should discuss with the designer all contractors (flooring, lighting, etc.) to be used on the project. These contractors will be in your home, and you should feel comfortable having them there. One of the services a designer should provide is management of these subcontractors. Another is dealing with misunderstandings, such as delivery of a refrigerator in the wrong color. A designer can save you money by working with your architect or contractor and by suggesting alternative approaches and materials.

Chapter 28 INTERIOR DESIGNERS

Trends There is a trend away from overdecorating (that is, decorating for decorating’s sake) and toward eco-design, which stresses use of materials (particularly carpeting and furniture) that do not emit toxic fumes, good lighting and ventilation, and use of living plants. Wise use of space, good-quality products that will last, and efficiency are important considerations. A good designer will be aware of new technology that promotes conservation in general and of your resources in particular.

Insider Fact Other than ASID, no one regulates the quality of interior design. Only 19 states require licensing dependent upon professional certification, as well as knowledge of health and safety issues and building codes. See also the profiles of Architects and Landscape Architects. PANEL OF INSIDERS Troy Adams Studio Becker Zeyko Honolulu, Hawaii R. Kent Barnes Kitchens of Austin Austin, Tex. Juliana Catlin Catlin Interiors Jacksonville, Fla. also president, American Society of Interior Designers Peggy Chin Intraplan Design San Mateo, Cal.

Brian Del Toro David Kleinberg Design Associates New York, N.Y. Geoffrey DeSousa Agnes Bourne Inc. San Francisco, Cal.

Kathy Kennedy Original Designs Fair Oaks, Cal. Bob Mead Bob Mead Interiors Indianapolis, Ind.

Gary L. Guerrette 145 New York, N.Y.

Judy Pickett president Design Lines Ltd. Raleigh, N.C.

Shelly Handman Handman Associates Chicago, Ill.

Beverly Vosko CV Design Houston, Tex.

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andscape architects create “green infrastructure” and a sense of place. The nearly 10,000 members of the American Society of Landscape Architects have been providing these services for 100 years. Landscape architects are highly trained specialists who are also generalists, cross-trained in such fields as plant and soil science, design, ecology, engineering, psychology, and construction. Landscape architects work in a broad range of environments. They design our highways, waterfronts, zoos, cemeteries, parks, and memorials. They reclaim areas damaged by strip mining, and landscapes devastated by floods, tornadoes, and other natural disasters. Landscape architects today often manage comprehensive land-use planning teams at the local and regional levels. They are called on to do campus planning, golf-course design, natural-resource planning, historic preservation, and site selection and feasibility analysis for commercial projects. And, of course, landscape architects design beautiful and useful outdoor spaces for our homes.

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Chapter 29

Landscape Architects

Where to Begin Other professionals involved in planning and construction are an excellent source for names of good landscape architects. Local municipal planning offices, architects, and builders are usually willing to provide names of landscape architects whose work they admire. University departments of landscape architecture also can advise you. Sometimes these departments 239

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have student interns who can work under supervision on private projects. Local branches of the American Society of Landscape Architects, listed below, have lists of those who do the kind of work you have in mind. A drive around town and a few telephone calls to find out who did the design on sites you find pleasing will net other names of possible landscape architects. TIP: The initials ASLA after the names of landscape ar4 chitects means that the landscape architect holds mem-

bership in the national professional society. Full membership in this society requires a degree from an accredited landscape architecture program, three or more years of professional work experience, and either state licensure (46 states currently license in this field) or certification by the Council of Landscape Architecture Regulation Boards (found online at www.clarb.org). State requirements for bonding and insurance vary, although most landscape architects, as small-business owners, do carry insurance. RLA means a registered landscape architect, who has completed state requirements for licensure. Because of liability issues, many large landscape architecture firms now are licensing only one firm member. This licensed landscape architect is the one to sign off on drawings detailing project work. Before calling to make an appointment with a landscape architect, make a list of the features that you want in your design: An area for outdoor eating? A pool? Lawn? Vegetable or flowers gardens? Photos or magazine tear sheets of designs that appeal to you will give the landscape architect a better idea of what you have in mind. You should also know how much you want to spend on the project. After ten years, maintenance costs often exceed initial landscape construction costs, particularly if the landscape design is complicated and requires you to hire someone to perform maintenance tasks you cannot do. Good design can significantly cut those costs. STATS AND FACTS:

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Chapter 29 LANDSCAPE ARCHITECTS Your first call should be to determine if, in fact, the landscape architect does the kind of project you have in mind and if the landscape architect’s schedule would allow timely completion of your job. CONSUMER RESOURCES Your first face-to-face meeting might be in AND PUBLICATIONS the landscape architect’s office, so you can see portfolios or mockups, which are models of American Society of projects. At some point, however, you should Landscape Architects ask for a list of completed projects that you (636 Eye St., N.W., Washington, can visit on your own. A good landscape architect will want to 4 TIP: visit your home and will want to spend some

DC 20001; 202-898-2444; www.landscapearchitects.org)

PUBLICATIONS time inside, looking out windows to analyze Landscape Architecture views from the interior and to get a feel for Garden Design possible inside/outside traffic patterns—that Fine Gardening is, the way that you, your family, and guests would move from inside the house to the yard and back again. A good landscape architect will want that movement to be unimpeded and to take as little toll as possible on your floor coverings, doors, outside furnishings, and even your sanity.

What to Look For Pay particular attention to the way you respond to the landscape architect. Good design is really a team effort—and you need to be a comfortable team member. That comfort should begin with the landscape architect working from your needs rather than from some artistic preconception. He or she should therefore ask you such questions as, How much interest do you have in hands-on gardening? How long are you planning to stay in this house? (If you are planning to move within five years, you may not want to pay for landscaping that takes ten years to mature.) Are you more comfortable with lots of details or a simpler design? Do you do much outdoor entertaining? What size groups do you need to accommodate? Do you want a separate play area for children? Are you concerned about sound buffers? 241

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This is not to say that the landscape architect will not make suggestions and voice an opinion. The landscape architect’s expertise in such matters as site constraints and possibilities, codes and ordinances, plant materials, ideas about lighting and walkways is what you are paying for. It is important that the landscape architect give 4 TIP: you a clear idea about how the design will mature and change over time, because you are not going to realize the full design for ten to 15 years. The landscape architect should be able to match the scale of the landscape design to the house and blend the interior to the exterior. For example, a large house may call for large trees and a spacious expanse of green, whereas a small house may look smaller set in the middle of a huge lawn overshadowed by gigantic trees. Furthermore, clean modern lines of a house can be lost in a fussy Victorian garden. In some ways, the landscape architect’s job is to pick up where the architect stopped, complementing what the architect has already accomplished. In some cases, the landscape architect might be called in to correct “oversights”—say, the siting or design of a house in such a way that it fails to take advantage of natural opportunities for cooling or warmth. TIP: A landscape architect who knows native plants can 4 create a design that will require lower maintenance

and a garden that will give you a feeling that it has always been there. For example, in arid regions, the use of native plants cuts watering time and usage significantly. In addition, native plants fit better on the greater landscape. By the same principle, trying to maintain a saguaro cactus in an area that originally was a deciduous forest is going to be a large and probably unsuccessful task. Styles of landscape architects fall along a continuum from a design that looks underdesigned to one that has a very finished look. It will save you and the land242

Chapter 29 LANDSCAPE ARCHITECTS scape architect a great deal of trouble to know what you prefer along that continuum.

Red Flags Landscape architects should make clear to you exactly what their services cover. Developing a design, preparing construction drawings and specs, getting bids, and supervising construction are all tasks that are done by landscape architects—but not all of them do all these jobs. Get in writing the cost for each kind of service and an estimate of time required to complete the project. An inexperienced landscape architect will not have worked enough with the town’s review boards to be able to give you a clear idea of the time it will take to get approval for your project. Beware of the landscape architect who shows you a portfolio of designs that haven’t been built. Some designs are too difficult to execute. (However, some firms do only design and thus won’t have completed projects to show you. Such firms usually will refer you to a general landscape contractor who has executed the work.) If a landscape architect you are considering has had a contract or two terminated, check with the state governing board. Terminated contracts aren’t necessarily the landscape architect’s fault, but you will want to be sure the landscape architect can and will complete your project. State regulation and licensing divisions or divisions that oversee construction industries can give you helpful information on these matters.

Some firms do only design and thus won’t have completed projects to show you. Such firms usually will refer you to a general landscape contractor.

Other Considerations Many garden centers now provide some landscaping services. Some projects do not require more help than a garden center can provide, and they’ll tell you whether they can provide it. For example, personnel in garden centers can give you a great deal of helpful information about plants that do well not only in your city, but even in your neighborhood. They can tell you 243

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how to care for plants and grass. Some garden centers offer classes in maintenance and design to customers. Others provide design and installation services. It’s helpful to find out what kind of training the personnel at the garden center have. In contrast, landscape architects are technically trained to solve more complex problems, such as drainage and use of an awkward site, and, in addition, are specifically trained to look at a broad ecological picture. Building a house offers the opportunity to consider both house and landscaping design at the same time. It makes little sense to spend a great deal of money on a house and spend no time or money on the landscaping, when property value is determined by both components. TIP: Landscape architects commonly give bid alter4 nates. For example, you have said you want a pool.

The landscape architect will spec the design with cost for a pool and cost for grass, in case your budget changes or you change your mind.

Trends The Chinese concept of Feng Shui (placement so that energy flows in a harmonious manner) has moved outdoors. Many landscape architects are now working with natural shapes, incorporating water features, and providing something for each of the five senses in their designs. Even in nonarid climates, landscape architects are increasingly grouping plants by similar water requirements (hydrozones) to reduce water costs.

Insider Facts In the past few years, as some states have deregulated the industry and changed or weakened licensing requirements, many poorly trained and unlicensed people have begun to advertise to perform tasks previously done by landscape architects. These practi244

Chapter 29 LANDSCAPE ARCHITECTS tioners may charge less, but they do not have the same background in technical areas, including issues relating to health and safety, that landscape architects do. Membership in the ASLA is a good indication of a high standard of training and professional behavior. See also the profiles of Architects and Landscaping Services.

PANEL OF INSIDERS Theresa Artuso president Burner & Company Ft. Myers, Fla. Derek Bradford head, Department of Landscape Architecture Rhode Island School of Design Providence, R.I. Walter D. Bremer head, Department of Landscape Architecture California Polytechnic State University San Luis Obispo, Cal. Catherine Clemens Clemens & Associates Santa Fe, N.M.

D. L. Collins chair, Department of Planning and Landscape Architecture Clemson University Clemson, S.C. Karen C. Hanna chair, Department of Landscape Architecture University of Arkansas Fayetteville, Ark. Arthur R. Rice head, Landscape Architecture Department North Carolina State University Raleigh, N.C.

R. Terry Schnadelbach chair, Department of Landscape Architecture, University of Florida Gainesville, Fla. Greg Trutza New Directions in Landscape Architecture Phoenix, Ariz. Peter Walker chair, Department of Landscape Architecture University of California– Berkeley Berkeley, Cal. Lee Weintraub director, Urban Landscape Architecture Program City College of New York New York, N.Y.

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eeding, pruning, thatching, watering, mulching, raking, edging, mowing, aerating, fertilizing—if your response to this list is a groan or just puzzlement, a call to a landscaping service may be in order. Landscapers perform three types of service: lawn care, landscape maintenance, and construction of such garden and yard elements as pathways, fountains, decks, and patios. Many landscapers are also proficient in design that requires a focus on plants. An experienced landscaper can save you both time and money while enhancing the value of your property. Trees and bushes are a major investment. Landscapers can tell you which plants work best in your area and save you the frustration of losing plants or creating problems that can take years to correct. In addition, they can save you money by buying your plants wholesale from nurseries. And they will have the right equipment to ensure that planting and construction are done properly and efficiently. What’s the difference between a landscape architect and a landscaper? Confusion sometimes arises because there is some overlap between the services performed by these two types of experts. Landscape architects are design experts, although many landscapers do a pretty good job of this also. Landscape architects usually do not install, although they may supervise some installation. Landscapers do installation. Landscapers do construction, design/build contracting, reclamation, lawn care, indoor gardens, and maintenance. Landscape architects also do design and site planning, town plan-

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Landscaping Services

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If you are thinking about a major project, start looking for a landscaper in early winter.

ning, regional planning, ecological design, and historic preservation. If you have a tricky problem with a site or serious environmental concerns or aspire to have your property featured in a design magazine, you should probably call a landscape architect. If you want a yard that you can handle in terms of upkeep and don’t want to spend a fortune on design (everyone spends a fortune on the plants themselves!), look for a good landscaper with design experience. STATS AND FACTS: The U.S. Department of Energy estimates that the right landscaping for your home can reduce air conditioning costs by 50% to 70% and heating bills by as much as 30%. In addition, good landscaping is estimated to add about 15% to the value of a home.

Where to Begin Spring and summer are busy times for most landscapers. If you are thinking about a major project, start looking for a landscaper in early winter. Landscape architects, garden stores, and plant wholesalers know who the good local landscapers are. Walk around your neighborhood and note the yards you like. If the owners of the properties are willing to share the names of the landscapers who work on their yards, you will have names of people who not only do the kind of job you want but also know what plants and designs work well in your area. The Associated Landscape Contractors of America will give you names of member contractors in your area. State landscaping associations and county extension agents are other reliable sources of recommendations for landscaping services. TIP: You should know your own limits when it comes to 4 yard maintenance and tell the landscaper exactly what

those limits are, such as the fact that you only want to spend two hours maximum per week on yard maintenance. The landscaper should be able to suggest several options to you within those parameters. 248

Chapter 30 LANDSCAPING SERVICES Most landscapers will come to your home and give you a free estimate for lawn care, maintenance, or construction. Many, however, will charge a fee if you want a problem with your lawn or trees or bushes diagnosed. Lawn-mowing services tend to be unregulated, but all 50 states have licensing regulations governing services that treat for insect problems and weeds.

What to Look For You should request and verify that the prospective landscaper has a pesticide license and a current business license. Certification as a landscape technician or landscape professional from the American Landscape Contractors of America or as a master gardener from a university extension training program suggests that the landscaper is both well-trained and interested in continually improving his or her skills. Overall, 82% of landscaping firms carry professional liability insurance, although the percentage is somewhat lower among sole proprietorships. Bonding requirements vary state to state. Landscaping is a volatile business. Many small operations do not last long because of lack of training or lack of business sense. A call to the Better Business Bureau may help you avoid a potentially unreliable service. Ask the landscaper to tell you exactly how he or she will do the job you want done and what tools will be used. One tool definitely does not fit all landscaping jobs. A good landscaper will have and know how to use a variety of equipment.

A good landscaper using the right equipment will finish a job in about half the time it would take a homeowner to do it.

A good landscaper using the right equipment will finish a job in about half the time it would take a homeowner to do it.

STATS AND FACTS:

Find out who will be supervising the work on your property. If someone other than the owner of the company will be onsite, you will also want to know that person’s qualifications. 249

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Growing things is a long-term commitment and should be the joint responsibility of you and the landscaper. Find out whether you can go with the landscaper to pick out the plants and watch the planting. Good landscapers will want to educate you about the choice of plants they are putting in your yard and their care. You should also discuss with landscapers their commitment to you after installation. Will they come back in a week or two to see how the plants are faring? Will they be back in a year to remove stakes? Ask to watch a landscaper work on another planti4 TIP: ng job. See how he or she treats plants coming off the truck. The plants should be staked and wet at this point in the planting process. As a courtesy and service, the landscaper should take the time to remove tags as the trees and bushes are installed. Ask whether the landscaper will provide you with a written service agreement. Find out whether that agreement is automatically renewed each year and what the cancellation penalties are if you ultimately choose not to continue the service. If you’re not willing to suffer the cancellation penalties, don’t sign such a

CONSUMER RESOURCES AND PUBLICATIONS American Landscape and Nursery Association (1250 Eye St., N.W., Suite 500, Washington, DC 20005; 202-789-2900; www.anla.org) Associated Landscape Contractors of America (150 Elden St., Suite 270, Herndon, VA 20170; 800-395-2522; www.alca.org)

Suite C-135, Marietta, GA 30068; 800-458-3466; www.plcaa.org) International Society of Arboriculture (P.O. Box 3129, Champaign, IL 61826; 217-355-9411; www2.champaign .isa-arbor.com) PUBLICATION

Landscape Management Professional Lawn Care Association of America (1000 Johnson Ferry Rd., N.E.,

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Chapter 30 LANDSCAPING SERVICES contract in the first place. The contract should list all services to be performed and provide a detailed cost breakdown, dates when work will be done, and information about how cleanup will be handled. To be effective, pruning and spraying need to be done at certain times of the year. A contract should reflect necessary seasonal maintenance. Landscaping services typically charge by the task, but if you are asking them to do something they haven’t had much experience doing— say, installing a fountain in your yard—they may prefer an hourly charge. In that case, you’re financing their “education,” and you should probably find a landscaper with the necessary experience. STATS AND FACTS: You can expect to pay between $100 and $175 per month for weekly mowing and weed control. The cost for a yard project involving construction or installation will depend on the complexity of design and the expense of the materials used, including plants. If you want the landscaper to remove current landscaping from your property, you will be charged an additional, and sometimes significant, fee.

To be effective, pruning and spraying need to be done at certain times of the year. A contract should reflect necessary seasonal maintenance.

TIP: Nearly all landscaping chemicals, even the envi4 ronmentally friendly ones, are toxic to pets and chil-

dren. Make sure the landscaper is willing to furnish you with a complete list of chemicals that will be used on your property and detailed instructions about such matters as how long pets should be kept off the grass or out of the yard after spraying. Or look for an ecologically friendly landscaper who strives to plant and landscape in such a way that a bare minimum of landscaping chemicals, including fertilizers, will be needed. Some landscapers are making this their specialty. Ask for and check references from completed jobs. If you are going to have the landscaper perform more than one kind of service (construction, maintenance), get references for each kind of job; a great landscaper could be a poor builder. It is also a good idea to get at least three bids for each project. 251

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Red Flags Carefully check out a landscaper whose bid is significantly below the other bids you obtain, and avoid any landscaper who asks for payment in advance. A landscaper who is sloppy in appearance or whose truck or equipment needs some care might create the same kind of appearance in your yard.

Other Considerations Some maintenance landscapers offer neighborhood group rates. It’s worth asking whether the landscaper gives this kind of discount. It’s a good idea to decide which chores you enjoy doing outside and to continue to do those. Working around the property not only helps build a feeling of connection to place but also provides an opportunity to understand what the landscaper is doing and whether it is being done to your satisfaction. Some landscaping services offer snowplowing to their regular customers.

Trends Landscape standards, particularly aesthetic standards, have improved, in no small part because we PANEL OF INSIDERS James McBratney Sylvan Nursery South Westport, Mass. Steven C. Glover TruGreen LandCare Sandy, Utah

Glenn Jacobsen Jacobsen Landscape Design and Construction Midland Park, N.J. Kurt Kluznik Yardmaster Inc. Painesville, Ohio

Lillian Pinkus North Haven Gardens Inc. Dallas, Tex. Donna Vignocchi Love ILT Vignocchi Inc. Wauconda, Ill. Steve Wood Husqvarna Charlotte, N.C.

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Chapter 30 LANDSCAPING SERVICES consumers are much more knowledgeable and interested in design. Ease of maintenance is a big issue for many people. An experienced landscaper, however, will be the first to tell you that there is no such thing as a maintenancefree yard. Good lighting, which can improve the safety and beauty of a home, is an increasingly important part of landscaping. Understanding and installing lighting, however, requires special training. You should ask whether the landscape technician has had such training and how much supervised experience in actually installing lighting the technician has had. More people are opting to do some interior landscaping and hiring interior-landscape management services to install these indoor gardens and help us keep them healthy.

Insider Facts Reputable landscapers are very eager to satisfy you because they know that about 30% of their business can come from referrals and as much as 98% of their business can come from repeat customers. Landscaping is definitely a growth industry. For the past few years, business has been increasing about 20% to 30% per year. See also Landscape Architects.

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herapeutic massage is not a new idea. More than 3,000 years ago massage was performed in China and practiced by Ayurvedic physicians in India. Many of the ancient Mediterranean cultures, notably those of Greece and Rome, included massage after exercise and bathing as part of an education that stressed equal development of body and mind. Massage was also part of standard health care in ancient Greece. In fact, the Greek physician Hippocrates remarked that “the physician must be acquainted with many things, assuredly with rubbing.” Today, therapeutic massage, manipulation of the body’s soft tissues to prevent or alleviate pain and to reduce stress, is once again an increasingly accepted part of health care. According to a recent survey commissioned by the American Massage Therapy Association, massage therapy is popular among all age groups and with both sexes. The nearly 20% of Americans who seek the services of a massage therapist will have, on average, six to eight massages per year. Some of those seeking massage therapy won’t have to go far to find it. Research has shown that workplace massage has a positive effect on productivity and helps control absenteeism, high medical expenses, and stress. According to the U.S. Department of Health and Human Services, onsite massage therapy is now offered by manufacturers, hospitals, law firms, and such large corporations as United Airlines, Apple Computer, and Boeing. Another growing field of massage therapy is massage for infants and children. Clinical studies have sug-

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Massage Therapists

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Many therapists can do more than one kind of therapeutic massage. You need to match the style of massage with your particular need.

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gested that massage can be used to help at-risk infants gain needed weight, to help asthmatic children breathe more easily, to improve motor development in premature babies, and to help babies sleep better.

Where to Begin Massage therapy is given in private clinics, hospitals, spas and health clubs, clients’ homes, nursing homes, chiropractors’ offices, resorts, fitness centers, and sports centers. STATS AND FACTS: The

National Sports Massage Team works at various sporting events, including the Olympic Games and the NCAA Outdoor Track and Field Championships. The first question you should ask yourself is, What kind of massage do I want or need? Am I looking for massage therapy because I want help with a medical condition, because I am under stress, or because I have injured myself playing touch football with the kids? There are nearly 150 kinds of massage and bodywork. Classical European massage forms the basis of several methods, including both Swedish and Russian massage, which use such techniques as kneading, friction, and long stroking motions. These methods promote relaxation, rehabilitation after injury, and general good health. Other types of massage include amma, shiatsu, and acupressure—Asian styles of bodywork that focus on energy flow and use finger pressure on various parts of the body. Reflexology is a manipulation of the hands, feet, or ears. Sports massage uses a variety of techniques and targets certain muscle groups. Many therapists can do more than one kind of therapeutic massage. You need to match the style of massage with your particular need. Health care providers are a good source of referrals. In fact, this is a very good place to begin because many health maintenance organizations (HMOs) and

Chapter 31 MASSAGE THERAPISTS insurance companies will now pay for massage therapy. Fitness centers, health food stores, and massage schools can also point you in the right direction. The AMTA is also happy to provide names and numbers of its nearly 30,000 certified massage therapists. STATS AND FACTS: Massage therapy is the fastest-growing sector of the health care industry and the thirdfastest-growing service industry in the country. A recent survey conducted by the State University of CONSUMER RESOURCES New York at Syracuse found that more than AND PUBLICATIONS half of the primary-care physicians surveyed said they would encourage patients to use American Massage Therapy massage therapy as treatment.

Association (820 Davis St., Suite 100, Evanston, IL 60201; 847-864-0123; www.amtamassage.org)

Only slightly more than half of the states require massage therapists to be certified, registered, or licensed. A certified massage therapist has been trained in anatomy, physiology, International Massage first aid, and CPR, as well as massage techAssociation (92 Main St., niques. Look for a professional designation, P.O. Box 421, Warrenton, VA such as CMT (Certified Massage Therapist), 20188; 540-351-0800; to ensure proper training. For example, the www.internationalmassage.com) National Certification Board for Therapeutic Massage and Bodywork administers a nationPUBLICATIONS al certification exam. Various training proMassage Therapy Journal grams offer another kind of certification, and Hands On standards vary widely. Check membership in Journal of Bodywork and Movement such professional organizations as the AMTA, Therapies which requires from its members both professional competence and adherence to a strict code of ethics. The AMTA recommends that a massage therapist be certified by a program that requires a minimum of 500 hours of in-class training.

What to Look For It’s a good idea to visit the clinic or office of the massage therapist. The office should be clean, quiet, and pleasant. If the office or clinic does not seem like a place where you could relax, look further. 257

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A business license and diplomas should be displayed on the wall. Ask the massage therapist the following questions: Are you licensed in this state to do massage therapy? ■ What kind of training do you have? How many hours of training did you complete? ■ Are you certified? ■ Do you have any advanced training? In what areas? ■ Do you belong to any professional organizations? ■

The answers you are given to these questions should give you confidence in the technical expertise of the massage therapist. Trust and comfortable communication are important to successful treatment. Members of professional organizations will carry 4 TIP: insurance. Others may not. Lack of insurance to cover liability in the event the massage therapist causes injury to clients may make you feel less comfortable. It’s an issue worth discussing with the massage therapist. The therapist should ask you about your reasons for seeking massage therapy, take notes about your health history and any current health problems, and inquire about specific areas you would like massaged. It is important that the massage therapist has a clear idea about your health to determine that there are no conditions that would rule out massage. What you tell the therapist also determines which massage techniques will be used. The massage therapist should give you privacy while you undress at the beginning of the session and again at the end while you dress. During the massage itself you should be draped so that only the part of the body being worked on is exposed. A good therapist will respond to your requests and will change the temperature of the room or table if you are uncomfortable, turn off the music if it disturbs you, and work lighter or deeper if you wish. Massage therapists generally charge by the quarterhour, with a half-hour minimum. Hourly rates vary, 258

Chapter 31 MASSAGE THERAPISTS but $50 to $60 per hour is typical. It’s worth checking your health insurance coverage or calling your insurer to see whether it covers massage therapy. Some insurers now offer discounts on the services of participating alternative health providers, including massage therapists. You may also be able to be reimbursed for the cost by your medical savings account.

Red Flags By law, massage therapists cannot diagnose or claim to treat or cure specific illnesses and will be aware that massage should not be given to someone with certain heart conditions, certain cancers, certain skin conditions, diabetes, fever, or a history of blood clots. A therapist may work an area or muscle group to the edge of discomfort, but massage shouldn’t hurt. Avoid a therapist who does not pay attention to the feedback you are giving while you are receiving treatment. Many therapists are uncomfortable with the mixing of massage therapy, which is a physical procedure, and spiritual issues. These therapists feel that this approach should be available to those who wish it, but that it should not be pressed upon a client as part of treatment. Certified massage therapists call themselves massage therapists. A therapist who cannot tell you in lay terms what is causing the discomfort in your body, probably does not know what the problem is and should not work on you.

Some insurers now offer discounts on the services of participating alternative health providers, including massage therapists.

Other Considerations Massage is supposed to be pleasant experience. Lack of attention to details of lighting, music, cleanliness, and privacy will certainly detract from your pleasure, as will a massage therapist who wants to talk while working when you would prefer to be quiet. How does the therapist move your body? Good therapists work with a relaxed and sure rhythm. Avoid therapists whose massage feels as if they don’t know what they are doing. 259

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Trends There is a trend in massage therapy away from simple massage therapy toward specialization in such techniques as neuromuscular therapy, sometimes called trigger-point therapy, which consists of applying finger pressure to irritated muscles to reduce pain, or craniosacral therapy, a technique used to correct cerebral and spinal imbalances. Some therapists are concerned that, with emphasis upon specialization, basic technique will be slighted. A massage therapist should have good general training before specializing. It is important to understand what kind of education and certification the therapist has. A supervised internship is a good indication of solid training.

Insider Facts The National Institutes of Health recently released $10 million in grants to ten research centers in the U.S. to study various alternative therapies, including massage therapy. Two of these research centers are Stanford University, where scientists are looking at the effect of postsurgical massage on patient recovery time, and the University of Virginia, where the focus is on the use of massage to control pain. See also Health Clubs and Spas.

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PANEL OF INSIDERS Michael Crowley, CMT Beltsville, Md. Myk Hungerford, PhD president International Sports Massage Federation Costa Mesa, Cal. E. Houston LeBrun past-president American Massage Therapy Association Evanston, Ill. Kim Matheson director The Peninsula Spa New York, N.Y.

Ramona Moody director Desert Resorts School of Somatherapy Desert Hot Springs, Cal. Margaret Moon director Desert Institute of the Healing Arts Tucson, Ariz. Vicki Platt director Georgia Institute of Therapeutic Massage Augusta, Ga.

Cindi Siebe, RN, LMT Las Cruces, N.M. Lexa Sutherland The American Institute of Massage Therapy Ft. Lauderdale, Fla. Bonnie Thompson, LMT certified instructor Colorado Neuromuscular Colorado Springs, Colo. John Wallace, MT Givenchy Hotel and Spa Palm Springs, Cal.

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n average, Americans move once every five years. Moves today are not what they were a generation or two ago, when most of us had many fewer possessions (and fewer kinds of possessions). Today we have to consider not only how to get our clothes and books and housewares and kids’ toys from here to there, but we are also worried about how to pack computers and big-screen televisions and how to move three cars (with only two family drivers), exotic plants, and our African gray parrot and black Lab. The response to these sophisticated needs has been an astounding increase in the kinds of information and services available from professional movers. The premoving packet handed to you by a van line may well include advice about how to make the move easier for your children and how to prepare your pet for air or road travel to its new home as well as a Web site address where you can get information about calculating the cost of your move yourself. These services are, of course, in addition to the more traditional services movers still offer, including packing with materials specifically designed for each kind of item and doing an inventory of your goods.

Chapter 32

Movers

Where to Begin Because many movers have to be scheduled at least 30 days in advance of an actual moving date, you should begin to check out moving companies as soon as you know you will be moving. The summer months and the first and last days of each month are 263

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typically peak moving times. Real estate brokers, friends and family who have recently moved, and state movers associations can provide names of reputable movers. It is a good idea to stop by the mover’s place of business unannounced to make certain that the company’s building and equipment are clean and well-maintained, particularly if your goods will be stored. The employees also should be neat and clean. If you can observe them handling someone else’s move, you can get a fair idea about how they might handle yours. Nearly all agents of national or regional van lines in4 TIP: dependently own their companies, manage their own businesses, and are responsible for what happens on the moves they conduct. Carefully check the company you plan to use and don’t rely on van line’s brand name. Any move involves a large number of moving professionals, including the van line booking agent, who does the paperwork to get your move moving; the origin agent, who packs up your house; the hauling agent, who moves your goods; and the destination agent, who unloads you. Never hire a mover who cannot give you a busi4 TIP: ness street address. There are many fly-by-night movers whose offices are their trucks. If something goes wrong with your move, how will you find the mover who does not have a business address?

What to Look For The most important issue is licensure. Never use a mover who is unlicensed or whose license has been revoked or suspended. You can check out licensure by calling the state public utilities commission or the state commerce commission. These agencies can also verify that a company carries insurance and that no complaints against the company remain unresolved. Most states require that a moving company show its 264

Chapter 32 MOVERS license number in all advertising. It is a good idea to talk with the owners of the companies you are considering. Owners, who have a vested interest in their own company, will give you a picture of the company far differCONSUMER RESOURCES ent from that of a sales representative. AND PUBLICATIONS When you have narrowed the list of possiAmerican Moving and ble movers to three, ask all three companies Storage Association to give you a written estimate. An estimate is (1611 Duke St., Alexandria, VA just that. It is not a guarantee, although some 22314; 703-683-7410; states require that a mover give you a “not to www.amconf.org) exceed” price before the actual move. In any case, the mover should be willing to give you PUBLICATIONS a written contract specifying how you will be Mobility required to pay if the actual amount of the Movers and Warehouse Magazine move should exceed the estimate. Such inTransportation Topics creases in cost may occur because you have Movers’ World forgotten to mention that you will need to move all the junk in the attic or all the stuff from your office at work, or that the movers will have to haul your stuff up four flights of stairs at the other end of the move. By law, movers may demand and receive full payment before unloading your possessions. TIP: Estimators should be as interested in the house 4 you are moving into as the contents of the house you

are moving from. They should ask you about such matters as stairs at your at your new house, which affect the way the movers have to plan and execute unloading. Some condos, for example, may have rules about which doors and elevators can be used for moving in and out, and may even specify hours during which a move must be accomplished. Certain items, notably grand pianos, often must be moved in through windows. To move your piano, the mover may have to rent special equipment or make arrangements with another company that specializes in moving musical instruments and antiques. Before signing on with any moving company, call the Better Business Bureau to see whether there are 265

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The bill of lading should state the charge for the move, the services that will be performed, and the mover’s liability.

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any unresolved complaints against the mover. It is also important to know how past complaints were resolved. Ask the mover for references—and call them. Almost no one ever does this because the assumption is that the mover will only give you names of satisfied customers. However, if you ask open-ended questions, you can still get much useful information. “What did you like best and least about your move?” is a good question to ask.

Red Flags Most states require that movers carry worker’s compensation insurance. This insurance significantly increases the cost of doing business for the moving company. A company that does not carry this insurance may be able to underbid others. However, a company that does not care to protect its employees may not care much more about your possessions; in the event that the mover’s employee is hurt while working on your property, you may find yourself the object of a liability claim. The “bill of lading” is your contract with the moving company. You should not deal with a mover who does not want to use one. The bill of lading should state the charge for the move, the services that will be performed (packing, special care for fragile items, etc.), and the mover’s liability. By law, all movers have to assume liability for the goods they transport. But there are different kinds of liability. The most common are: ■ released value (the mover assumes only a 60 cents per pound, per article liability); ■ declared value (the value of your shipment is assumed to be the total weight times $1.25); ■ lump sum value (you declare a value for your goods in excess of the declared value and pay for the additional coverage); and ■ full value or full replacement value (the mover may choose to repair your goods damaged in the move, replace the destroyed item with a similar one, or just pay you cash for the item).

Chapter 32 MOVERS Read the mover’s contract very carefully. The issue of liability is, understandably, the most contested issue between mover and customer, because most customers do not carefully read the stipulations in the contract concerning liability. Another area of misunderstanding concerns the date of delivery of the shipment. Dates for both pickup and delivery of goods should be specified in the contract, but these dates are typically expressed as a range of dates. Unless your contract specifies a guaranteed date, your shipment will be handled by the industry standard of “reasonable dispatch.” This means that the mover will try to pick up and deliver between the agreed-upon dates, but that you acknowledge that there may be circumstances beyond control, such as a storm or road work, that may affect the mover’s ability to perform on time. With guaranteed service, if the mover cannot deliver on time, you are entitled to some irritation compensation.

Unless your contract specifies a guaranteed date, your shipment will be handled by the industry standard of “reasonable dispatch.”

STATS AND FACTS: The cost of a move is usually calculated by weight times distance for longer moves, or by the hour for shorter moves.

The mover you choose should be willing to make an inventory list with you. If the inventory list is not legible or accurate, you will have difficulty settling any claims. You should be onsite when the inventory is being created. Beware a moving company that wants to give you a telephone estimate. In some states this is illegal, and in all states it’s impossible to do accurately.

Other Considerations Regulations for intrastate (within a state) moves differ from regulations for interstate (between states) moves. Your state regulatory commission can give you information about these regulations. Ask prospective movers where their support staff is going to be three or four days before your scheduled 267

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move. You want to talk to a person, not an answering machine, if you have a problem or question. Because the regulations concerning the moving industry changed in 1995 when the Interstate Commerce Commission was abolished, the American Moving and Storage Association has begun to sponsor a dispute settlement program to resolve differences between its members and their customers. If you do have a problem with a member mover, you might try this settlement program before going the more expensive route of taking legal action.

Trends The moving industry is experiencing increasing consolidation. Some large moving companies are continuing to buy out smaller independents. But the real trend is toward mergers between giants, such as the consolidation of United Van Lines and Mayflower, and Interstate and Global. PANEL OF INSIDERS Walter P. Burrows Burrows Moving Co. Inc. Chicago, Ill.

Jerry Pietz Kato Moving and Storage Co. Mankato, Minn.

Rick W. Sorenson Sorenson Moving and Storage Chico, Cal.

Douglas T. Harrison Harco Moving Inc. Fridley, Minn.

Daniel Siracusa president Siracusa Moving & Storage Inc. New Britain, Conn.

William Whalen III Finnegan’s Moving and Wholesale Newburgh, N.Y.

Richard Honza Alexander’s Moving and Storage Bloomington, Minn. Ron Larson Mother Lode Van & Storage Sacramento, Cal.

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Patricia Smith executive director Illinois Movers’ and Warehousemen’s Association Springfield, Ill.

Barry Whitehead Bailey’s Moving and Storage Englewood, Colo.

Chapter 32 MOVERS Since the industry was deregulated in 1980, there has also been an increase in so-called bandit movers, who provide substandard service to customers. One positive development for consumers is the improvement in equipment and packing techniques to reduce damages. The use of stretchwrap to cover furniture, for example, has reduced damage claims as much as 96% in some companies.

Insider Fact There is a great deal of concern among industry experts about fly-by-night operators who cut costs by hiring off the street. One of the questions you should always ask a mover is, Does your company test for drugs and do background checks? Another is, Where do you get your help? Are these men bonded? If the company sends someone to your house to pack and load your goods with whom you are the least bit uncomfortable, call the company immediately and ask that someone else be sent.

The use of stretchwrap to cover furniture, for example, has reduced damage claims as much as 96% in some companies.

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n many cultures, children were not considered educated until they could play a musical instrument. This was certainly true of most European cultures, and emigrants to America from Europe, with one notable exception, brought strong musical traditions to the new country. The Puritans, who considered the pleasure of music to be the work of the Devil, were the exception. Lacking musical training, these early settlers were probably safe from sin. The sounds the Puritans produced were described by one listener as “mournful monotony,” and no doubt were a source of pain rather than pleasure. In 1720, the first singing classes in America were organized. By 1837, music was included in public-school instruction. Today the aesthetic-education movement is in full bloom. Parents of infants, aware of the so-called (and somewhat controversial) Mozart effect, are putting babies to sleep with carefully selected CDs instead of home-sung lullabies. Three-year-olds are learning to play the violin in Suzuki classes. Children are studying music theory via computer software. Others are still taking the old-fashioned route and asking their parents to buy them a saxophone, piano, or guitar.

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Chapter 33

Music Teachers

Where to Begin Word-of-mouth is a good method to use to develop a list of potential music teachers for your child or yourself. As experts point out, laymen in the community may not be able to judge the musical value of the instruction, but they certainly know which teachers are producing students who enjoy music. The local music 271

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teachers association can also provide names of certified instructors (more on certification, below). You might ask for a schedule of Music Teachers National recitals being given by students of these recAssociation (The Carew Tower, ommended teachers. Attending a recital 441 Vine St., Suite 505, Cincinnati, given by a teacher’s students can tell you OH 45202-2814; 513-421-1420; quite a bit. Were the students musical—or www.mtna.org) mechanical? Were they well-prepared? Did they seem pleased with what they were able PUBLICATIONS to do? University or college music departAmerican Music Teacher ments usually have information about local Suzuki Association of the Americas music teachers. And musicians who teach in Journal Strad Magazine the public schools know teachers who can supplement your child’s instruction in the school orchestra or band with private lessons. In addition, knowledgeable staff in music stores can direct you to good teachers. CONSUMER RESOURCES AND PUBLICATIONS

What to Look For The process of teaching and learning, especially when done one-on-one, is subtle and complicated. A comfortable personality match is critical when looking for a music teacher. Look for a teacher who is positive, who is more likely to say “Why don’t you try this” than she is to say “Your technique is wrong.” The best way to see how a teacher works is, of course, to watch the teacher work. Many music teachers will allow you to sit in on a lesson or two. Is the teacher enthusiastic? Does the teacher motivate through the use of stickers and prizes or, even better, by praising the beauty of the music itself? Does the teacher show the student how to practice? After watching the teacher in the studio, ask some questions: ■ What is the teacher’s background and training? Is the teacher certified to teach? ■ Where does the teacher perform? Good musicians and role models will perform as well as teach. They will be involved in conducting or attending workshops and other activities sponsored by professional organizations. 272

Chapter 33 MUSIC TEACHERS Does he or she work with beginners and young children or only advanced students?

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What kind of students does the teacher have?

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What kinds of goals does the teacher have for students? Good teachers will have both short-term and

long-term goals. What kind of performance opportunities does the teacher provide for her students? ■ How many students does the teacher have? Does he ■

or she teach all of these students personally? Teachers may favor one method over another, but they tailor instruction to the student.

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Does the teacher use one method exclusively?

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Does the teacher give the students opportunities to play with others? Some instruments, such as the

Good teachers are more concerned about effective practice than they are about the exact number of minutes spent practicing.

piano, can be isolating. Generally speaking, it is easier to overcome performance anxiety if one performs frequently. Not all “performances” have to be recitals. Playing at family parties or at nursing homes is performing experience. Good music teachers need to be good communicators. If they have trouble talking with parents, they won’t do any better with students.

Red Flags If a teacher appears more concerned about enforcing rules than about finding out about the student, look for another teacher. Some of this attitude can be determined by asking about practicing. Good teachers are more concerned about effective practice than they are about the exact number of minutes spent practicing. If the student has studied music before, the teacher will want to hear the student play to determine where they should begin. A good teacher, however, will not criticize a previous teacher or that teacher’s methods. Teachers who are more interested in telling you about their professional accomplishments than they are in finding out about a prospective student may be a better bet as a performer than as a teacher. 273

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If your child is the prospective student, he or she 4 TIP: should go with you to meet the teacher. During this interview, a good teacher will talk with your child more than with you. Avoid any teacher who shows any disrespect toward a student or uses negative reinforcement in teaching. If your child shows anything less than enthusiasm for the teacher, find another one. It’s a good idea to find out what your child expects before beginning music lessons. More than one child has assumed that, in just one lesson, he or she can be playing just like a favorite rock star.

Other Considerations The best music teachers teach music—not just how to get sound out of an instrument. This means the teacher will also teach music history, theory, and composition. Good teachers also arrange for students to attend concerts and recitals to practice listening skills and to feel a part of the music community. A good teacher not only will assign a piece of music to be learned but also will give you the names of recordings, videos, and films to use to better understand the piece. TIP: A teacher should encourage you to take an active 4 interest in your child’s musical education and should

discuss with you, at least monthly, your child’s progress. One of the benefits of music education is that the process, unlike so many other current cultural influences, does not lend itself to instant gratification. Learning to discipline oneself is one of the time-honored secondary benefits of music training. It is helpful to know exactly what certification to teach music the teacher has earned. Being able to play an instrument does not guarantee the ability to teach anyone else to play it. Certification suggests teaching skill. There are several certificates available through the Music Teachers National Association: The NMTA 274

Chapter 33 MUSIC TEACHERS Professional Certificate requires a bachelor’s degree in music or successful completion of a series of comprehensive examinations in addition to demonstrated teaching ability. Continuing education is required to renew the certificate. ■ The NMTA College Faculty Certificate is awarded to teachers who have at least five years’ experience as full-time music faculty at accredited universities and colleges. ■ The NMTA Master Teacher Certificate is awarded to those who have made outstanding contributions to the field of teaching music. In a 1997 Music Teachers National Association survey, these were the average rates charged for private lessons: $15 for 30 minutes; $21 for 45 minutes; and $29 for one hour. The average per student fee for a group lesson was $14.

STATS AND FACTS:

PANEL OF INSIDERS Robert M. Abramson (Dalcroze method) The Juilliard School New York, N.Y. Frank Battisti (wind instruments) New England Conservatory Boston, Mass. Marvin Blickenstaff (piano) Goshen College Goshen, Ind. Michel Debost (flute) Oberlin Conservatory Oberlin, Ohio

Michelle Higa George (Suzuki studies) The Cleveland Institute of Music Cleveland, Ohio Martha Hilley (piano) University of Texas Austin, Tex. Gary L. Ingle director Music Teachers National Association Cincinnati, Ohio

Leanne Kirkham (piano) Texas Christian University Fort Worth, Tex. Julia Amada Kruger vice-president American College of Musicians Austin, Tex. Gail Eugene Wilson (brass) Arizona State University Tempe, Ariz.

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Trends Many music educators are concerned about the use of computers and electronic equipment in the teaching studio. These teachers acknowledge the advantages of electronic technology, but are also worried that students gain only a superficial skill if they depend on a high-tech approach. Other music teachers believe that the influence of popular music in our culture is too pervasive and invasive. As one expert said, our musical base is being eroded when we hear the same rhythms and melodies in church on Sunday morning that we heard at the rock concert on Saturday night.

Insider Fact Good teachers should be very aware that improper technique and physical tension can cause injury. Great music teachers, like great sports coaches, can not only ensure that you have a good time playing right now, but also that you will be able to enjoy playing for a lifetime.

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ifty years ago she bore a remarkable resemblance to someone’s grandmother or aunt. Thirty-five years ago, our expectations of her were informed by an image of a singing, dancing British governess blown to the doorstep by a fortuitous wind. Today’s nanny, however, is likely to be a carefully trained young man or woman sent by a screening agency. There are now more than 100 nanny-training programs in the U.S. graduating men and women eager to support and help the more than 65% of American mothers who work outside the home or, for some other reason, want an in-home child-care provider. More than 800 nanny-referral agencies place many of the 100,000 nannies currently in service in this country.

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STATS AND FACTS: Nannies who are placed through agencies are a select group. Many nanny-referral agencies reject as many as 70% of their applicants.

Chapter 34

Nannies

Where to Begin It is important to know what kind of child-care expert you wish to hire before you worry about who might fill your needs. A nanny, trained in child care, child development, nutrition, and first aid, takes care of children in the child’s own home, though the nanny may “live in” with the family or “live out” in her own home. In addition to child care, the nanny’s duties may include light housework and some meal preparation. Nannies earn $800 to $1,600 per month, depending on their training and experience. The initial referral agency 277

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placement fee may range from $350 to $5,000. If the nanny is paid through the agency, the agency will be responsible for such matters as insurance, medical care, withholding of taxes, and social security payments. STATS AND FACTS: There are, on the average, five applicant families for every available nanny. As a result, nannies have their choice of positions and will be an active part of the interview process. STATS AND FACTS: An au pair is someone from another country who is hired for a limited amount of time (usually a year) to help with child care. The au pair may or may not be trained. The au pair program, as currently constituted, began in 1986 when the U.S. Information Agency agreed to designate the program a cultural exchange to simplify the visa process for young people wishing to work in this country. Today the services of an au pair must be arranged through agencies approved by the federal government. The rules governing the hiring of au pairs are fairly strict. In exchange for no more than 45 hours per week of service, the employer must pay a stipend (usually about $8,000 for the year), pay for the round-trip transportation for the au pair, pay tuition costs (au

CONSUMER RESOURCES AND PUBLICATIONS Alliance of Professional Nanny Agencies (540 Route 10 West 337, Randolph, NJ 07869; 800-551-2762; www.angelfire.com/tn/apna1) Childcare Action Campaign (330 Seventh Ave., 17th Floor, New York, NY 10001; 212-239-0138; www.childcareaction.org)

International Nanny Association (900 Hadelon Ave., Collingwood, NJ 08108; 609-858-0808; www.nanny.org) National Association for Childcare Resource and Referral Agencies (1319 F St., N.W., Suite 810, Washington, DC 20004; 202-393-5501; www.naccrra.net) PUBLICATION

Nanny News

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Chapter 34 NANNIES pairs are considered cultural exchange students), and provide a paid, two-week vacation. The first question you need to ask is whether a nanny or some other kind of child-care professional best answers your needs. (See also the discussion of Child-care Providers.) Some parents prefer live-in care because they then have greater control of their children’s environment and they don’t have to worry about what to do when a child becomes sick. Balancing these advantages is the fact that the services of a nanny usually cost more than day care. In addition, the family is gaining a new member and losing some privacy. If you decide to hire a nanny, you next need to consider whether you will try to hire a nanny through an agency.

The first question you need to ask is whether a nanny or some other kind of child-care professional best answers your needs.

STATS AND FACTS: It takes, on average, four to six weeks to find a nanny if you work through a nanny-referral agency and eight weeks to find one on your own.

An agency referral means that someone else is going to be helping you with the job of screening applicants and that someone else has some responsibility for ensuring a good fit between the nanny and your family. Many referral agencies require a substantial payment before this process is begun. It is important to understand the refund policy of an agency before you begin a search for a nanny. If you decide to work through a nanny-referral agency, call several agencies and get basic information from each, including answers to such questions as: How do you find your candidates? ■ What kind of selection process do you use? ■ Do you interview in person? ■ What kind of screening do you do? ■ How do you check references? Letters to former ■

employers seldom work because many people fail to respond by mail. Even better than telephoning is a face-to-face interview; this more intimate conversation will often elicit information otherwise withheld. 279

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Do you require parental approval if the nanny is under 21? ■ How do you match nannies and families? ■ What are your fees? ■ What is your refund policy? ■ What happens if we are not happy with the nanny, or the nanny is not happy with us? ■ What is spelled out in the contract between your ■

agency and the family and between the family and the nanny? A good contract should cover in detail such mat4 TIP: ters as expected work hours, all duties, number and ages of children to be cared for, typical daily schedule, total weekly or monthly take-home pay, benefits, vacations, privileges (use of car, telephone, refrigerator, dating), and curfews. It is also wise to carefully spell out such matters as whether the nanny will be eating with the family and going on family vacations. It is useful to be explicit about anything (a child’s health problems or a 200-pound dog named Killer) that will affect the nanny’s job. It is important that a referral agency be licensed by the state and by local health agencies and carry liability insurance. Ask how long the agency has been in business. The failure rate for agencies within the first five years after the agency opens is around 30%. It is important that the agency be in business when you need their help in working out differences between you and the nanny. Nannies also should have ongoing support and training from the agency that placed them. Many of the best agencies maintain professional affiliation with the Association of Professional Nannies or with the International Nanny Association. Because there is no government regulation of nanny-placement agencies, professional affiliation is your best assurance that the agency follows accepted industry standards of operation. Ask to see written material about the agency. The brochure should deal in specifics and not generalities. If the agency sends a 280

Chapter 34 NANNIES newsletter to its nannies, ask to see a copy. A newsletter will give you some idea of how the agency works with its nannies. Above all, pay attention to the way your call is handled. The experts agree it takes a special person to spend 8 to 12 hours a day with someone else’s child. Placing a nanny should not be treated as simply a personnel decision. It is a good idea to ask the same questions of each agency and to write down the answers you are given so that you have a basis for comparison.

What to Look For A good referral agency will return your call promptly and will be glad to provide you with references of families it has served. Call these families and ask, What have you liked best and least about the agency? When problems have come up, how quickly and how well has the agency resolved the issue? Is there anything you wish the agency would do differently?

You, your spouse, and all your children should participate in a personal interview with a prospective nanny.

TIP: The best nanny-referral agencies require testing 4 and training and provide ongoing educational

opportunities. You, your spouse, and all your children should participate in a personal interview with a prospective nanny. To find out about the nanny’s basic child-care philosophy, try to ask some open-ended questions such as, “Tell us why you chose to be a nanny?” and “How would you handle a baby who has been screaming for an hour and a half?” It is equally important to find out what the nanny expects of your family. Such questions as “What kind of family do you think you would enjoy living with?” are useful to get some idea of the nanny’s expectations. As important as the questions you ask during the interview are the questions you ask yourself afterward. You and your spouse should discuss your feelings about the following: ■

Is the nanny candidate someone who would fit into our family?

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Did the nanny seem comfortable with the children? ■ What did the children think of the nanny? ■ Were we able to communicate fairly easily? ■

Both referral agencies and families should pay at4 TIP: tention to subtle personality factors. Nearly 25% of nannies are reassigned because of personality clashes with their placement families. Emotional maturity and knowledge of child development are the most important qualities in a nanny, according to many referral agencies. Agencies screen for these qualities, and so should you. If your child has personality quirks, it might be helpful to know how the nanny feels about those quirks. Likewise, every family seems to create a distinctive personality as a group. If your family tends to procrastinate and you need a nanny to help the family stay on schedule, you might ask prospective nannies whether they like to get things done ahead of time. If you choose to find a nanny on your own, look for one who has some professional affiliation. This shows serious intent and assures you that this nanny will be getting updated information from a reliable source and will have others in her field with whom to discuss her work. This is important in a field that is, by its nature, somewhat isolating. If you wish to do a background check on a prospective nanny, you will need to hire an agency that runs those kinds of checks. Much information regarding credit and criminal records, for example, is not publicly available or is difficult to access if you do not know how.

Other Considerations As the demand for nannies has increased, so have the pay and benefits in what was traditionally a low-paying career. A recent survey conducted by Nanny News revealed that more than 34% of those nannies polled are paid weekly gross wages of $300 to $399, 31% are paid $400 to $499, and 11% are paid more than $500. 282

Chapter 34 NANNIES Basically, as an employer of a nanny, you (or your nanny agency) are liable for some taxes. One of these taxes is the FICA (Federal Insurance Contribution Act) tax, which covers social security and medicare. This tax currently is figured at 15.3%, of which the employer and the nanny each contribute half. In the year 2000, if you paid a domestic employee more than $1,200, FICA was due. The Federal Unemployment Tax Act (FUTA) covers compensation due employees who lose their jobs. If you pay a nanny more than $1,000 in any quarter, you are responsible for the total amount of unemployment tax. Definitions are critical when trying to determine your legal responsibilities in this area. Your best guide is Publication 15-A, “Employers’ Supplemental Tax Guide.” (Read it online at the IRS’s Web site, www.irs.ustreas.gov/forms_pubs/pubs/index.htm, or get a copy of at your local IRS office or by calling 800-829-3676.

PANEL OF INSIDERS Linda Farmer The Nanny Connection Bountiful, Utah Jean T. Hanson, PhD president CSI Nanny Professionals St. Paul, Minn. Carolyn Kavenaugh Northwest Nannies Inc. Lake Oswego, Ore. Barbara Kline, MD White House Nannies Inc. Bethesda, Md.

Patsy Mason The Professional Nanny Source Brentwood, Tex. Judith Merlin director A Friend of the Family Roswell, Ga. Kathy Murphy North Shore Nannies Inc. Evanston, Ill.

Suzanne Rainwater Family Care Connection Brentwood, Tex. Carol Solomon The New York Nanny Center Inc. Queens, N.Y. Joy Wayne director Nannies Plus Inc. Morris Plains, N.J.

Gena Pitts president American Nanny Institute Alpharetta, Ga.

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Trends In addition to good salaries, many nannies now receive benefits that include room and board, use of a car, health insurance, paid vacations, paid sick days, paid holidays, and IRA contributions.

Insider Facts Payment of social security taxes, whether by the family or by the referral agency, puts the nanny’s income on record and therefore qualifies the nanny for school loans and mortgage loans.

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generation ago, optometrists did not have to worry about the effects of virtual reality games on vision or about eye strain caused by long hours in front of a computer. But a generation ago optometrists could not even imagine that we might soon have eye drops to prevent nearsightedness or be able to tailor our diet to help prevent certain eye diseases. Optometry is one of the fastest-changing scientific fields in the country. Since the American Optometric Association was organized in 1898, advances in testing equipment, disease diagnosis, treatment, and corrective appliances have come almost yearly. Today more than 33,000 optometrists work as eye-care providers in the U.S. They test vision, prescribe eyeglasses and other corrective devices, and examine eyes for disease.

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The eyes can reveal a great deal about the general health of the body. Optometrists are often the first health care providers to spot such problems as diabetes, arthritis, and high blood pressure. STATS AND FACTS:

Chapter 35

Optometrists

Where to Begin Ophthalmologists, optometrists, and opticians are all eye-care professionals. Ophthalmologists are medical doctors trained to diagnose and treat eye diseases and to perform eye surgery. Optometrists

generally earn the doctor of optometry 285

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degree by attending four years of school in one of the country’s 17 colleges of optometry after completing their undergraduate work. Some schools offer a combined bachelor of science/doctor of optometry degree that takes seven years. The optometry degree prepares them to diagnose eye disease, prescribe medications for those diseases, and prescribe glasses and contact lenses. make and fit glasses. Sometimes they are trained to dispense contact lenses.

Opticians

For members of many HMOs, the optometrist is the first line of defense in eye care. The optometrist will examine both your vision and the physical health of your eyes and prescribe any vision correction you may need. The optometrist is also the one who, if necessary, refers you to an optician for corrective lenses or to an ophthalmologist for surgery. Friends and colleagues who wear glasses or contact lenses are another source of names of optometrists. Ask how much time their eye examinations took. A thorough examination will take about an hour. Cross off your list any optometrist who spends less than half an hour with patients. Optometrists should take time to explain their findings and the plan of treatment.

CONSUMER RESOURCES AND PUBLICATIONS American Optometric Association (243 N. Lindbergh Blvd., St. Louis, MO 63141; 314-991-4100; www.aoanet.org)

National Eye Institute (2020 Vision Place, Bethesda, MD 20892; 301-496-5248; www.nei.nih.gov )

American Academy of Optometry (6110 Executive Blvd., Suite 506, Rockville, MD 20852; 301-984-1441; www.aaopt.org)

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Optometric Management Review of Optometry American Optometric Association News Optometry Today

Chapter 35 OPTOMETRISTS

What to Look For Check credentials. The minimum is, of course, the doctor of optometry degree from one of the accredited colleges.

Red Flags A large number of optometrists are now employed by vision-center chains in malls. Although the vision examinations in these chain outlets are performed by optometrists, the quality of the examination can vary widely because of the large number of patients seen. The cost of these examinations may be only 20% less than more thorough examinations performed by optometrists who work in other settings, such as private optometric practices or for HMOs.

In all 50 states, optometrists may now legally treat minor external infections of the eyelid and eye.

Other Considerations In all 50 states, optometrists may now legally treat minor external infections of the eyelid and eye. They may remove foreign bodies from the cornea, dilate pupils, and treat glaucoma and certain other conditions with prescription drugs. Optometrists also handle many eye conditions that affect preoperative and postoperative success of eye surgery. Good support staff in an optometrist’s office is important. Ask about the education and training of the assistants. As long as the staff is well-trained, having a large number of assistants does not necessarily mean poorer service. Assistants, who can do some of the initial exam, such as the reading of the eye chart, may free the optometrist to spend more time talking with each patient.

Trends Improvements in vision products are occurring almost daily. In addition to changes in contact lenses that allow for more comfortable and longer wear, contact lenses are now available to correct for astigmatism and 287

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nearsightedness, to provide bifocal correction, and to cover a scarred cornea. Optometrists say that the equivalent of 100 years of advancement in contact lenses alone has occurred in the past ten years. STATS AND FACTS:

New therapeutic advances include improved medications for glaucoma and better antibiotics for eye infections. For the same reason many medical doctors object to managed care in their fields, many optometrists believe that managed care has not benefited their patients. They believe that an untrained third party is in no position to determine what treatment should be allowed a patient. STATS AND FACTS: Many optometrists now receive only 60 cents for every dollar billed from third-party health insurance plans, and they often have to wait three or four months for payment. This usually means optometrists have to see more patients to make up the difference in a high-overhead business. For the consumer, this may mean that the exam will be more hurried and less thorough.

Insider Fact One of the problems optometrists are specifically trained to look at that ophthamologists typically do not handle is binocular function—the way in which the eyes work as a team. The usual problem with binocular function is so-called lazy eye, which some kids have at birth. Knowledge of binocular function has also allowed development of lenses, especially contact lenses for middle-aged people who would otherwise have to wear bifocal glasses.

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PANEL OF INSIDERS Brett G. Bence, OD Seattle, Wash.

N. Rex Ghormley, OD St. Louis, Mo.

Morris C. McKee, OD San Antonio, Tex.

Peter D. Bergenske, OD Middleton, Wis.

Gwen Gnadt, OD Miller Place, N.Y.

Mark Bullimore, OD College of Optometry Ohio State University Columbus, Ohio

Robert A. Koetting, OD St. Louis, Mo.

Robert D. Newcomb, OD College of Optometry Ohio State University Columbus, Ohio

Jay M. Cohen, OD State College of Optometry State University of New York New York, N.Y.

Gerald Lowther, OD School of Optometry Indiana University Bloomington, Ind.

Bradford Wild, OD School of Optometry University of Alabama Birmingham, Ala.

Thomas L. Lewis, OD Pennsylvania College of Optometry Philadelphia, Pa.

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n the 1940s, many upper-middle-class families in this country had private cooks. By the early 1990s, however, only about 1,000 families in the United States still employed someone in this capacity. Now that number is close to 100,000, and the title of the professional in the kitchen is personal chef. In 1992 there were only 15 trained personal chefs in this country. Today there are close to 5,000 practitioners, and 100 new personal chefs are training each month. Many factors account for the growth of this service industry, among them the increase in two-earner families, an increased concern about a healthful diet, and, given the fact that many Americans eat out two or three times a day, a longing for something that approximates a home-cooked meal.

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STATS AND FACTS: Nearly 46% of the typical American food budget is spent on food eaten outside of the home. Furthermore, the Food Marketing Institute says that 22% of Americans often buy prepared food from supermarkets.

Chapter 36

Personal Chefs

These are some of the reasons, from the client’s point of view, why this industry is booming. The view from the other side of the stove is that cooking for several private clients requires a different kind of culinary creativity, and one that can pay well. Many former restaurant chefs are therefore gladly leaving behind the grueling 12-hour days typical in a restaurant, for which a chef might earn a top average salary of $30,000, to work at their own pace for 20 to 25 clients and earn $40,000 to $50,000 per year. 291

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The typical client seeking the services of a personal chef is 30 to 55 years old, married, and with a household income exceeding $80,000. The typical personal chef is a married woman, 30 to 60 years old, with 15 years of professional cooking experience, according to the U.S. Personal Chef Association (USPCA). STATS AND FACTS:

Where to Begin The USPCA offers a nationwide referral service for people who wish to find a personal chef. To be certified by this organization, the chef must have one full year’s experience cooking as a personal chef and must meet the association’s standards for ethics, knowledge of health and safety issues, and business practices. A personal chef employed by friends may be able to add you to her list of clients or to recommend another chef. The local chapter of the American Culinary Federation, cooking schools, kitchenware shops, or gourmet clubs are other likely sources of recommendations. Some food magazines carry advertisements offering the services of personal chefs, and there are also several placement services for personal chefs, mainly in California and New York. These can be found by looking in the Yellow Pages under Placement Services or Personal Chefs.

CONSUMER RESOURCES AND PUBLICATIONS U.S. Personal Chef Association (481 Rio Rancho Blvd., N.E., Rio Rancho, NM 87124; 800-995-2138; www.uspca.com)

American Culinary Federation (10 San Bartota Dr., St. Augustine, FL 32086; 800-624-9458; www.acfchefs.org)

Culinary Institute of America (1946 Campus Dr., Hyde Park, NY 12538; 845-452-9600; www.ciachef.edu)

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The Professional Chef

Chapter 36 PERSONAL CHEFS

What to Look For In addition to proof of certification, a personal chef should be able to furnish you with proof of liability insurance and local business licenses and food-handling permits, which ensures that this chef knows how to prepare and store food safely. A prospective personal chef will want to meet with you to discuss your food likes and dislikes, allergies, or special diet restrictions that you have. The chef will want to see your kitchen and to get an idea about the kind of equipment and cooking utensils available. When you decide whether you want weekly, bimonthly, or monthly service, the chef will prepare a sample menu for that period of time. Say, you opt for monthly service: The chef will prepare a sample listing of menus for 31 days. Any changes you want to the menus will be noted. Then the chef will shop, prepare the food in your home, package the meals for the refrigerator or freezer, and clean up. Payment is usually made in advance of the service. Finally, ask for references and call them. STATS AND FACTS: The cost per person per dinner when prepared by a personal chef ranges from $7 to $15, depending on the kinds of foods you want. Obviously, lobster is going to cost more than spaghetti. Some vegetarian meals may be less expensive than meat-every-night menus; the average is about $10 to $12. In addition, there may be a one-time fee for the storage containers.

Because the work will be done in your home, often 4 TIP: while you are not there, check to see that the chef is bonded or has some other security guarantee for clients.

Red Flags One of the pleasures of having someone else cook is not having to think too much about the process. Good personal chefs will enjoy displaying their creative flair and will not depend on you to come up with ideas. 293

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A chef who seems to push one food mode—say, vegetarian—may not be able to meet your needs. Most of us have changing food preferences, not to mention changing schedules. Your personal chef should be flexible enough to work around your needs and requests.

Other Considerations Unless you ask for a favorite to be served again, most personal chefs can keep you entertained and well fed with new entrees for at least six months. Some personal chefs deliver food prepared in a commercial kitchen to your home. This service may be less expensive than having the food cooked in your kitchen. If the chef will be preparing food somewhere other than your kitchen, make sure that he or she has the proper commercial-kitchen licensing from state and local agencies and a certificate of inspection from the health department. Your personal chef may be willing to work with your personal trainer, doctor, or nutritionist to design an individualized diet plan for you. Lack of a fully equipped kitchen should not deter you from calling a personal chef. Many chefs prefer to PANEL OF INSIDERS Phillip Alfus The Alfus Group New York, N.Y.

Debbie Korleski Chef to Go Sacramento, Cal.

Melissa Rasmussen Gourmet Everyday Battleground, Wash.

Janice D’a Mico Normoyle Scottsdale Culinary Institute Scottsdale, Ariz.

John McGrath Chef de Cuisine Boston, Mass.

Paula Williams In Good Taste St. Paul, Minn.

Dale and Steve DeShazo Gourmet on the Go Mesquite, Tex.

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David McKay director U.S. Personal Chef Association Rio Rancho, N.M.

Chapter 36 PERSONAL CHEFS take their own equipment to clients’ homes. If you are thinking about building a new house, personal chefs are often happy to consult with you and your builder to create a convenient kitchen.

Trends Personal chefs can do more than whip up a freezer full of dinners. Many can create an ice sculpture for your party, buy new kitchenware for you, suggest kitchen gifts for your friends, plan and prepare the food for a home reception, or put together an evening of wine and cigars for business colleagues. Wine tastings, home cooking classes, children’s menus, and housewarming food baskets are other services offered. Many personal chefs now work online to design menus and to have those menus approved by clients in advance.

Insider Facts The personal chef industry is a $100-million-a-year business. Some personal chefs are willing to travel with clients, especially in cases in which the client requires a special medically approved diet. This level of service is, of course, more expensive than the more traditional service. See also the profiles of Dietitians and Personal Trainers.

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ersonal organizers understand how difficult it can be for three-dimensional creatures to function in two dimensions, namely time and space. Working with individuals, families or businesses, organizers help their clients bring order out of chaos while teaching clients to modify the behaviors that led them to seek the services of the organizer in the first place. Organizers are skilled at evaluating space in terms of use. They know how to reorder elements such as furniture, wall art, color, fabric, and plants to create a more pleasing and more functional home or office. Clutter in the head and on the calendar is another area in which professional organizers work with clients to improve the quality of life and work. Mapping errands, projecting the amount of time required for tasks, adapting calendars, automating bill paying, handling mail, gathering information for insurance claims, and setting up filing systems are a few of the time and information quagmires a good organizer can help you negotiate. Organizers also know how to tackle all those big jobs that almost no one except an organizer wants to tackle: preparing a house for sale, planning a major fundraiser, finding buyers for valuable antiques or jewelry, sorting through a parent’s home after a death.

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Chapter 37

Personal Organizers

Where to Begin Because there is yet no degree program for organizers, those working in this area come from other fields, notably administration, interior design, architecture, 297

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teaching, counseling, household management, journalism, law, and accounting. There are, however, 12 local and regional chapters of the National Association of Professional Organizers throughout the country. Some of these chapters and the national office offer a referral service for matching clients and organizers. NAPO, founded in 1985, now has nearly 1,000 members, including those who work with clients and as consultants, trainers, and authors. Membership in this organization provides organizers with ongoing training at a threeday annual conference and at monthly chapter meetings and opportunities for networking with other organizers. Members may also take a voluntary, comprehensive certification examination. NAPO will match you with a specialist, if you have 4 TIP: a fairly narrow and specific need. If your problem is more generalized, the organization can find an organizer who works in several areas. STATS AND FACTS: The field of organizing is highly specialized. Organizers may focus on closets, libraries, laundry, basements, garages, home offices, computer files, wardrobes, personal shopping, résumé writing, home-school setup, filing of insurance claims, party planning, scheduling, moving, or estate resolution.

Matching the organizer’s style to your need is important. Some organizers prefer a hands-on approach in which they dive in and do the work themselves. Others prefer to coach you and help you build new organizing skills. Some organizers do a little of both.

What to Look For Organizers are familiar with the hesitancy on the part of prospective clients to let someone see the disorder in their homes or offices. They understand that the process of learning new organizing skills involves difficult emotional as well as physical work. For most of us, deciding what to keep and what to discard is not just a 298

Chapter 37 PERSONAL ORGANIZERS practical matter. Stuff comes laden with all kinds of meaning that has nothing to do with use. So an organizer needs to be someone whom you feel can walk that narrow line between being nonjudgmental and getting results. CONSUMER RESOURCES Although organizing is a team effort, the AND PUBLICATIONS starting point has to be your goals, not the National Association of goals of the organizer. A needs assessment and Professional Organizers site analysis should be the first order of busi(P.O. Box 140647, Austin, TX ness. The assessment process involves many 78714; 512-206-0151; questions designed to help you think differentwww.napo.net) ly about space and place and to help give the organizer a detailed picture of the way you live PUBLICATION and work. Are you right- or left-handed? NAPO News Where do you want to look for your scissors? Do you brush your hair or teeth first when you get up in the morning? Do you often talk on the phone while you are doing other tasks? How many hours each day do you spend sitting in your office chair? TIP: Good organizers should be as adept at finding new 4 uses for the junk in your closets as they will be skilled

at knowing when it is time to discard. Organizers are often called at a point of change or crisis—a move, a divorce, a death, the departure of the youngest child from home. Working with an organizer who can provide structure without being rigid can be great therapy. As our grandmothers well knew, cleaning out a closet or a basement is one way of regaining the feeling that you have control over something in life. Some organizers are trained to work with people who have chronic conditions that contribute to or cause disorganization, particularly attention deficit disorder and obsessive compulsive disorder. Members of NAPO currently serve on the National Study Group on Chronic Disorganization, a private group recently established by professional organizers. Good organizers typically have a large referral network of carpenters, plumbers, cleaners, painters, and 299

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The electronic revolution that promised a paperless office has actually generated more paper.

others whose services may be necessary as you organize. Knowledge of organizing products, such as closet systems and calendars, is another service a good organizer can provide.

Red Flags Because there is little, or at least varied, education in this field, experience is a big factor in client satisfaction. Be wary of organizers who inform you that you would be their first client. Experienced organizers should be able to tell you approximately how long it will take to complete a task. This serves two purposes: It establishes a clear goal and enables you to anticipate expenses.

Other Considerations Professional organizers charge from $50 to $200 per hour. The process of organizing usually is finished over a period of weeks or months, depending on the size of the job to be accomplished. Some organizers will reduce the fee rate if the client agrees to a certain number of hours of service. A few professional organizers charge by the project. If you are looking for an organizer to work with a child or with someone who is elderly or disabled, make sure that the organizer has experience with that age group and has good safety skills to prevent injuries that might happen to clients during an organizing process that often involves moving heavy objects. Most good organizers will not hesitate to call another organizer to help with a project if it requires a specific skill that they themselves do not have.

Trends Corporations hire in-house paper organizers for the same reason that people with home offices are hiring them: The electronic revolution that promised a paperless office has actually generated more paper. 300

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PANEL OF INSIDERS Barbara Bergeron SOS Organizational Services Chester Springs, Pa.

Jill Lawrence Jill of All Trades Washington, D.C.

Donna McMillan McMillan & Co Los Angeles, Cal.

Barbara Hemphill Hamphill Productivity Consultants Raleigh, N.C.

Maura Raffensperger The Organizng Rx Oxnard, Cal.

Linda Rothschild Cross It Off Your List New York, N.Y. and president, National Association of Professional Organizers

The organizing industry now estimates that 85% of documents filed in offices are never retrieved and that 50% of all filed material is duplicated. The figures for home offices are slightly lower in the first case and slightly higher in the second.

STATS AND FACTS:

Many organizers are themselves hiring someone to manage the business of their businesses. Some do not want to own a business, but they enjoy the work of organizing.

Insider Facts Although it may be more convenient to work with a local organizer, many professional organizers travel throughout the country to meet with clients who have special needs. Many small-business owners are choosing to hire a professional organizer as they set up their businesses to save time and trouble later. See also the profile of Events Consultants.

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et up at 6 A.M. and hop on a rowing machine for an hour. Walk for another hour, cycle for the next 120 minutes, take a short lunch break, and finish the afternoon with weight training, an hour of rollerblading, and an hour of swimming. This is all in a day’s work for a personal trainer, that specialist you want by your side when the rubber found on the bottom of your shoes hits the road. Today’s personal trainers can give you much more than a simple run for your money. They can (and usually will) offer you a fitness evaluation, including tests to determine your body-fat percentage, your muscle strength and cardiovascular strength, and your endurance. The next step is an individual plan tailored to your needs. Is your goal to lose weight or gain strength? Are you recovering from an injury? Have you just become a stay-at-home mom with a new baby and little time to exercise? Have you just been diagnosed with what will likely be a chronic degenerative condition and you want to bolster your immune system? Have you decided to run a marathon next year but don’t have a clue how to train? Has your doctor suggested that you work with a trainer as you overcome an eating disorder?

Chapter 38

Personal Trainers

Where to Begin Before you begin compiling a list of trainers to interview, you need to know exactly what kind of help you want. Many trainers work across a broad range of needs and problems; others specialize in sport perfor303

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How much experience does the trainer have in working with people with your specific needs and in your age group?

mance training, rehabilitation, or strength training. To get an idea about different styles of training, visit a local health club and observe several trainers at work. Do you believe you would work better with a trainer who emulates a drill sergeant or a cheerleader? Would you be more comfortable working with a man or a woman? Trainers come from many backgrounds and some have had other careers, notably in teaching, law, and sales. These trainers have years of experience in motivating others. Physical therapists, physicians, coaches, and massage therapists can all be sources of good recommendations, again depending on your needs.

What to Look For The experts agree that you will want to find a trainer who is certified by the American Council on Exercise (ACE), the National Academy of Sports Medicine, or the American College of Sports Medicine. Certification by the ACE, for example, means that the trainer has passed a rigorous exam that covers such subjects as anatomy, nutrition, exercise science, kinesiology (human movement), and health screening. In addition to certification, some trainers have an undergraduate or graduate degree in health and exercise science. In addition to finding out about the trainer’s educational background, you should ask about experience. How long has the person been a trainer? And, equally important, how much experience does the person have in working with people with your specific needs? The more specialized your needs, or the more critical the trainer’s help will be to overcoming a specific health problem, the more experience with your type of problem you will want the trainer to have. It is also advisable to make sure that the trainer has worked with your age group. TIP: Look at the trainer’s body. If the trainer looks as if 4 he or she works out with weights the size of small cars,

that may be the trainer’s goal for his or her clients. 304

Chapter 38 PERSONAL TRAINERS Ask how the trainer will work with you. How comfortable are you with the approach described? Find out how long it will take before you will see or feel some results. And ask what the trainer will do if you find that you don’t like the suggested approach or if it doesn’t seem to work for you. Before creating an exercise program for you, the trainer should discuss any specific concerns or injuries with your doctor, physical therapist, cardiologist, or other members of your health care team. Before designing a program to meet your needs, the trainer should have you fill out a complete health history. The program the trainer designs should reflect that history. Most individual personal-training programs should include strength training, cardiovascular training, and flexibility exercises. Moreover, the trainer should be concerned about your health and not just your appearance. Sessions with a personal trainer may run from $25 to $225 per session. However, you might be able to work out an arrangement based on what you can afford. It is important to find out whether the trainer has personal professional liability insurance to cover himor herself if you suffer injury as a result of a mistake made by the trainer. Many trainers who work in gyms or spas are independent contractors, and they are not covered for liability by the facilities in which they work. While your own insurance company will probably cover correcting the problem, if the injury is severe or you require long-term treatment, or, heaven forbid, you are permanently disabled, your insurance company may want to go gunning for some other source of money. Ask for some names of the trainer’s clients you might call. Make sure the references are clients who had goals or problems similar to yours.

Many trainers who work in gyms or spas are independent contractors, and they are not covered for liability by the facilities in which they work.

Red Flags Although few of us would be comfortable working out with a trainer who is unfit, the experts suggest caution if a trainer seems obsessed with his or her own appear305

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ance. The focus should be on you, not the trainer, when you are working together. Although a broad range of techniques and approaches are used successfully by personal trainers, motivation by fear (yelling, threatening, suggesting dire consequences if the program is not followed) is usually counterproductive. A mind-body connection may be widely accepted today, but experts believe that trainers should stick with what they know best. A trainer who begins to act as a therapist as well is not doing either job properly, suggest the pros. You should also think twice about working with a trainer whose rates are too far below the market rate. Many trainers do not subscribe to the idea that one system or type of exercise is good for everyone. Furthermore, doing only one kind of exercise may exacerbate existing imbalances or injuries at worst, and bore you at best. Finally, trainers are also not usually trained to do

CONSUMER RESOURCES AND PUBLICATIONS American Council on Exercise (5820 Oberlin Dr., Suite 102, San Diego, CA 92121-3787; 800-825-3636; www.acefitness.org) National Strength and Conditioning Association (N. Union Blvd., Colorado Springs, CO 80909; 719-632-6722; www.nsca-lift.org) American College of Sports Medicine (401 W. Michigan Ave., Indianapolis, IN 46202-3233; 317-637-9200; www.acsm.org) Cooper Institute for Aerobics Research (12330 Preston Rd., Dallas,

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TX 75230; 800-625-7050; www.cooperinst.org) National Academy of Sports Medicine (123 Hodencamp Dr., Suite 204, Thousand Oaks, CA 91360; 800-656-2739; www.nasm.org) PUBLICATIONS

Fitness Matters Health Magazine Prevention Health and Fitness Journal Strength and Conditioning Journal Fitness Management American Fitness

Chapter 38 PERSONAL TRAINERS dietary analysis, to check your blood pressure, or to do blood-sugar testing.

Other Considerations Rates depend on many factors: the trainer’s experience, the length and frequency of the sessions, and the location of the training. (Trainers typically charge more if they come to your house or office.) Because it can take two or three months to notice any change at all, and longer to correct serious problems, it is a good idea to ask yourself if you can afford the rate over a period of time. Alternatively, you might work with a trainer for a while and learn an exercise routine that you could continue on your own. The questions then are, What happens when I need a new routine? Can I keep myself motivated or am I paying in part for the trainer to be my coach? Trainers should be willing to put their policies and your agreed-upon requests in writing. This contract should include specifics about termination of services and when and how the trainer is to be paid. Some trainers are willing to work with you and a few friends or family members and allow you to split the session fee. This practice may be an advantage if cost is an issue. However, you need to be certain that you will still get the kind of help you need to handle your specific problem or to meet your goals. Strength training is not a good idea for children because, the experts contend, it does not work well on developing and growing bodies. Children should also not train exclusively to play one sport. A well-rounded and varied aerobic exercise program is a better approach. Many trainers are willing to show you how to incorporate exercise techniques into everyday activities. In fact, a trainer should also regularly provide you with variations to your regular workout.

Many trainers are willing to show you how to incorporate exercise techniques into everyday activities.

Trends Many trainers lead clients through various stretch and 307

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PANEL OF INSIDERS John Blievernicht performance trainer High Altitude Sports Training Complex Northern Arizona University Flagstaff, Ariz. Stephen Hayes consultant and trainer Maryland and Washington, D.C.

Timothy Kirby, PhD Ohio State University Columbus, Ohio

Marcus McGregor personal trainer New York, N.Y.

Wendy LeBlancArbuckle The Pilates Center of Austin Austin, Tex.

Amy L. Smith personal trainer The Aspen Club Aspen, Colo.

Roberta Lenard personal trainer Somerville, Mass.

cool-down routines at the end of sessions as an integral part of the workout. Some even offer light shoulder and back massage. Time-efficient training is increasingly popular. Two-hour sessions in the gym are being passed over in favor of cardiovascular (aerobic) and resistance (weight) circuit training, which is just as effective. Many trainers believe weight training is more important than cardio training as people age. It is also increasingly the choice for women who have just had a baby and clients with certain kinds of chronic pain.

Insider Facts Some of the more than 40,000 ACE-certified trainers have special training in group fitness instruction, personal training, lifestyle and weight management, and clinical exercise. Continuing education is required to maintain accreditation. See also the profile of Health Clubs and Spas.

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cissor wounds, ligament injuries, clipper burns, castration—these are just some of the misfortunes accidentally visited on pets by owners doing home grooming. They are also reasons why the pet-grooming industry has seen phenomenal growth in terms of numbers of groomers, quality of service, and demands of clients over the past 30 years. In the past, grooming was a service given dogs and cats before competitions and juried shows. In recent times, however, pet grooming has moved away from the arena and into the neighborhood.

Where to Begin A stroll through the park is likely to net you a name of a good groomer. Next to talking about their children, many of us talk most about our pets. (Some of us prefer to discuss our family-by-adoption.) If you see an especially attractive pup, ask the owner where she has her companion’s hair done. Veterinarians are another good source of referrals. Veterinarians appreciate the work of good groomers, who often spot health problems first because they see the dog or cat more often than the vet does. Breeders usually know a groomer or two who can handle the special requirements of their dogs or cats.

Chapter 39

Pet Groomers

Before dropping by the salon or shop, call the Bet4 TIP: ter Business Bureau and make sure that no unresolved complaints have been lodged against the groomer. Grooming is a volatile business: Six out of ten 309

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groomers won’t be in business five years from now, perhaps because what appears to be an easy business venture proves to be quite challenging.

What to Look For One of the best signs that you and your pooch are heading in the right direction is a decal in the groomer’s window announcing that he or she CONSUMER RESOURCES is a certified member of the National Dog AND PUBLICATIONS Groomers of America Association. Certified membership in this 2,500-member associaInternational Professional tion (as opposed to registration with the orgaGroomers Inc. nization only) means that the groomer has (1108 W. Devon, Elk Grove graduated from grooming school; regularly Village, IL 60007; 847-758-1938; attends workshops and seminars; and subwww.intergroominternat.com) scribes to humane care of animals, technical excellence, fair business practices, and good National Dog Groomers health and public safety practices. Check the Association of America certificates hanging on the wall. They will (P.O. Box 101, Clark, PA 16113; give you an idea of the kind of courses the 724-962-2711; groomer has taken and successfully passed www.nauticom.net/www/ndga) for certification. The designation of certified master groomer is an indication that your pet PUBLICATIONS will be in exceptionally good hands. There Groomer to Groomer are relatively few CMGs in the country. When Groom and Board you find one, you are dealing with someone The Groomer’s Voice who practices grooming as an art form. STATS AND FACTS: Because

only seven states currently license groomers, certification is your best guarantee that the groomer is properly trained. Compare the shop’s prices with those of other groomers in your area. If they are significantly lower, it probably means that the groomers aren’t properly trained or that the salon is cutting corners in other areas that will affect your pet’s well-being. Assess the shop’s facilities. Your nose is a good guide to good-quality grooming. The shop should look and smell clean to you. (It is probably not a good idea

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Chapter 39 PET GROOMERS to trust your puppy on this one. You likely have different standards when it comes to interesting smells.) Ask to see the place where the dogs and cats are actually groomed. Again, cleanliness is the gold standard. Equipment that looks state-of-the-art and well maintained is also important. TIP: A good grooming salon will have two entry doors, 4 one leading from the street into a waiting room and

one from the waiting room into the area where the pets are kept. This is good planning for pets who have a tendency to bolt to the nearest exit. You will want to meet the groomers themselves, in addition to the receiving staff. Everyone, front and back, should seem relaxed around the animals. Even more, they should seem to enjoy their job and the opportunity to meet your pride and joy. While you are in the shop, ask these questions about or of the groomers themselves: ■ Where was the groomer trained? Did he or she do an apprenticeship? (A three-to-five-year apprenticeship is the industry preference.) ■ ■

Is the groomer certified? Is the groomer familiar with your breed of dog or cat?

Some breeds are notoriously difficult to groom properly. ■

Does the groomer attend grooming shows to learn about new grooming techniques and equipment?

Ask whether it would be possible for you to observe the groomers at work. Experienced groomers work with ease and rhythmic motion. Ask these questions about the shop: ■ Is all work done by appointment? It may feel as though it is a convenience for you to just drop by with your pet when the mood strikes. However, a groomer booked well in advance is likely to be a good groomer, who has set aside adequate time for each animal’s care. ■

How many dogs or cats does the shop accept for

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This will give you some idea of the kind of time and care your pet is going to get. Two experienced groomers should be able to handle 12 animals a day. If they are grooming more than that, your pet will probably not get the attention it deserves.

grooming in a day?

■

Does the groomer use tranquilizers on the animals?

Will the groomer work on animals that have been tranquilized by a veterinarian? This practice is illegal in many states, and most groomers don’t want to work on tranquilized animals anyway. Indiscriminate use of medication, particularly for a cosmetic purpose, is no favor to the animal, and a tranquilized animal can be more difficult, not easier, to groom. ■

Ask whether animals are ever left unsupervised in the drying cage. An animal that is forgotten there or for

■

Is the shop insured?

which the heat is too much, can suffer or be injured. You do not want to have to pay out of pocket if your pet is accidentally injured while being groomed.

Finally, take a look at the animals entering and leaving the shop. Do they look happy or cowed?

Red Flags Reconsider taking your pet to a grooming salon if you see evidence of or experience any of the following: ■

A disorganized reception area, which indicates that the grooming area is not going to be much better. An-

■

An unfriendly receptionist who fails to greet both you and your pet, which indicates that the rest of the service may be no better. As one expert said, beware a

imals, like humans, respond well to order and calm.

groomer who has “an attitude, no attitude, a bad attitude.” ■

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A salon that fails to ask you for proof of current vaccination, to ensure the health and safety of other ani-

mals in the salon and also of the groomers. A salon that advertises “no restraints.” Animals need to be secured in the tub and on the table.

Chapter 39 PET GROOMERS

PANEL OF INSIDERS Jean Benjamin Jean’s Dog-grooming Rockland, Maine

Kat Lyvers Kat’s Pups n’ Pals Harvey, La.

Wendy Booth, NCMG Colorado Springs, Colo.

Carolyn M. Miller The Rochester Institute of Dog Grooming Rochester, N.Y.

Judy Bremer-Taxman, C.M.G St. Louis, Mo. Mary E. Hill owner DeShane Kennels Inc. Tulsa, Okla.

■

Kathy Salzberg, NVMG owner The Village Groomer Walpole, Mass. Ann Vinkler Happy Tails Pet Salon Norwich, Conn.

Jeffrey L. Reynolds executive director National Dog Groomers Association of America Inc. Clark, Pa.

A groomer who continues working on an animal that is too stressed by a procedure. Stress isn’t good for

any animal, and it can kill cats. A groomer who fails to react well when you remark on something the groomer has done that you don’t like. ■ A groomer who does not tell you about even a slight injury to your pet. The groomer should offer to ■

cover any medical expenses if there is an injury.

Other Considerations If you want your dog to look like a show dog, or if in fact your dog is a show dog, you need to plan on visits every other week to a groomer specifically trained to work with show animals. Cats are harder than dogs to groom. Ask the groomer how he or she feels about working with cats. Some groomers work only on cats. TIP: Groomers sensitive to the special needs of cats will 4 often request that you bring your cat in to the salon at

a time reserved just for working on cats. Because most 313

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cats do not do well if away from home for a long period of time, good cat groomers will also not want you to leave your cat overnight.

Trends The grooming industry hopes to set up boards in each state to work toward proposing laws to govern licensing of groomers. Legislatures are likely to be open to industry suggestions because, in many states, case law concerning animals is steadily growing. Current hot legal topics affecting animals include rethinking the old view that pets should be viewed as personal property, the safety of companion animals owned by the disabled and the elderly, and the proper use of equipment used on or around animals.

Insider Facts Groomers are well within their rights and are acting responsibly to refuse to groom an obviously sick animal— and for the same reason that teachers send sick children home from school.

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ecause the population of the U.S. is increasing and more people are living longer, the U.S. Department of Labor predicts a healthy employment future for workers who will be dispensing medications. More than 190,000 pharmacists currently work in hospitals, nursing homes, local pharmacies, research and development facilities, mail-order service organizations, and the federal government. Although the pharmacist traditionally comes into the picture after disease has already been diagnosed, pharmacists are increasingly involved in preventive medicine. Pharmacists are becoming front-line health advisers, because many Americans visit a pharmacist more often than we visit a physician.

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Despite the fact that today’s physicians have more than 500,000 drugs at their command, most medical schools require only one semester of pharmacology. Pharmacists, in contrast, spend three full years learning about the ways drugs affect the human body.

STATS AND FACTS:

Chapter 40

Pharmacists

Pharmacists are often a good source of information about community health resources, such as stop-smoking programs, Alzheimer support groups, and weightreduction programs. Physicians themselves consult with pharmacists because not only are pharmacists experts in the preparation of medications, the chemical and physical properties of various drugs, and the way drugs are metabolized and used in the body, but also they are 315

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knowledgeable about drug interactions and side effects. By law, the primary responsibility of the pharmacist is to make certain that a preAmerican Pharmaceutical scribed drug is appropriate. This requires takAssociation (2215 Constitution ing into consideration drug selection, dosage, Ave., N.W., Washington, DC duration of therapy, and contraindications 20037-2985; 800-237-2742; (reasons for not taking one drug and for www.aphanet.org) choosing another). Pharmacists are adept at using the computer to obtain information that PUBLICATIONS allows physicians and patients to get the best Pharmacy Today results from drug therapies. Pharmacists, for American Pharmacy example, can quickly pull up information The Consultant Pharmacist about all the medications the patient is taking U.S. Pharmacist and find out about the specific medication-toHealth-System Pharmacists medication interactions and what negative side effects the patient might experience from mixing all the medications. CONSUMER RESOURCES AND PUBLICATIONS

Some pharmacists estimate that as many as 85% of disease states can be managed by drug therapy.

STATS AND FACTS:

Pharmacists can tap national information systems to update drug therapy options for patients. Many patients, such as those suffering from diabetes or depression, need to have their medications constantly monitored and their drug therapy possibly revised because the body’s response to chemicals is not constant. It is not uncommon for a pharmacist to consult with several physicians or other pharmacists to make sure that the drug therapy recommended is the best the medical community can offer the patient. In addition, pharmacists can steer you to generic brands or other alternatives you wouldn’t know about that could save you money. STATS AND FACTS: Six out of ten pharmacists practice in a community retail pharmacy.

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Where to Begin By law, a practicing pharmacist must have either a BS in pharmacy, which is a five-year degree, or a doctor of pharmacy (PharD) degree, which requires six years of study. In addition, most states require an average of 1,500 hours of practical experience for licensure. Because you, your physician, and your pharmacist should work as a team, you can ask your physician to recommend a pharmacist. Friends and colleagues are another source of names. A third way in which to find a pharmacist who is a good communicator is to drop by several retail pharmacies and ask a question or two about an over-the-counter preparation you frequently use.

The pharmacist may be the only member of your health care team monitoring potential problem drug interactions.

When patients are in a physician’s office, they are 4 TIP: often nervous and don’t hear or don’t remember what the doctor has said. For this reason, a visit to the pharmacy is often a better setting in which to educate yourself about the use of a medication. It can be particularly helpful for you to use the same pharmacy if you see several physicians. The pharmacist may be the only member of your health care team monitoring potential problem drug interactions.

What to Look For The ability to communicate is key to good pharmaceutical practice. Not only should the pharmacist seem interested and eager to share information with you, but you should also feel comfortable enough to confide in the pharmacist. Ask the pharmacist how he or she obtains the necessary information from your physician, monitors the medication chosen for you, and keeps records. Finally, ask the pharmacist how he or she provides information about possible side effects and the proper way to take and store medications. Pharmacists frequently provide informative handouts about various medications. A good pharmacist will also mention specific information relevant to your medical condition. 317

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The company deciding that you should receive a medication and the company selling you medication should not be identical, say the experts.

STATS AND FACTS: Americans

spend nearly $75 billion each year on prescription and nonprescription drugs. In addition, the improper use of these medications is estimated to cost the economy another $20 billion to $100 billion each year.

Red Flags Many pharmacists are concerned about mail-order prescription services because of the lack of information exchange between the patient and pharmacist. Some mail-order services are owned by the companies that manufacture the drugs. This situation sets up a clear conflict of interest that can work against the best interests of patients. Pharmacists are concerned about the fact that large chain pharmacies are buying third-party insurance processing companies and thereby creating another possible conflict of interest. The company deciding that you should receive a medication and the company selling you medication should not be identical, say the experts.

Other Considerations To offer an even broader range of services to their customers, many pharmacists now obtain certification in specializations, such as diabetic educators or CPR instructors.

Trends The role of the pharmacist is expanding. Pharmacists are taking an active role in educating patients about how they can become partners in their own health care. In the current health care environment, understanding the proper use of medications is a big part of managing health care. In fact, a federal mandate requires pharmacists to counsel Medicaid patients on use of medications. Local pharmacists often check blood pressure and cholesterol levels, monitor tolerance to 318

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PANEL OF INSIDERS George H. Cocolas editor American Journal of Pharmaceutical Education School of Pharmacy University of North Carolina Chapel Hill, N.C. John T. Douglas Arkansas State Board of Pharmacy Little Rock, Ark.

Jack Fincham dean School of Pharmacy University of Kansas Lawrence, Kan. George Kenyon dean School of Pharmacy University of California San Francisco, Cal. David Knapp dean School of Pharmacy University of Maryland Baltimore, Md.

Dixie Leikach, RPh Mills, Md. Robert Supernaw dean School of Pharmacy University of the Pacific Stockton, Cal. John D.Taylor Florida Board of Pharmacy Tallahassee, Fla. Barbara Wells dean College of Pharmacy Idaho State University Pocatello, Idaho

medications, and even make house calls—say, to deliver medications to elderly customers. STATS AND FACTS: In 26 states, pharmacists are now licensed to administer certain vaccines.

Insider Fact For more than ten years, Americans polled have named pharmacists as the most honest and ethical of all American businesspersons and professionals.

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ave painting stick figures, dolls, statues, fetishes, portrait paintings—all suggest that we humans have long found ourselves objects of fascination. A number of modern technologies allow us to easily create a visual record of our lives. One of the revolutions in image production occurred 150 years ago when photography was made available to the public. The name for this process comes from two Greek root words, one denoting “light” and the other suggesting “writing.” Writing with light is a good definition for this type of image making: Focus light on a subject and tell a story. The artist who will make the image story magical is implicit. Today the photographer works not only behind the camera but behind the scene. Too much emphasis on the artist and the image loses some of its power. Still, a good photograph is much more than people on paper. Good photographers know that their job is to capture two elusive and private elements of our lives— our dreams and wishes.

Chapter 41

Photographers

Where to Begin In photography, what you see is what you get. That being the case, the place to begin finding a good photographer is wherever you are likely to see his or her work—on friends’ walls, or in their photo albums, in local galleries, and of course in the photographer’s own portfolio. Magazines, such as Vanity Fair, are another source. Many excellent magazine photographers 321

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are willing to work for private clients. If you see work you like, a call can’t hurt. If you are looking for a photographer to shoot a wedding, other vendors, such as wedding consultants, caterers, and hotels, can give you names of photographers whose work they respect. Need someone to shoot your son’s Little League game? The coach of the local university baseball team might have some suggestions. TIP: Because a lot of the best photographers don’t ad4 vertise, a personal recommendation is particularly

helpful in this field. A call to the photographer’s studio will give you a sense of the way the photographer operates the business. Photographers admit that, as a group, they are better known for artistic sense than they are for business skill. Someone who has both kinds of expertise, personally or through the employment of a business assistant, is the best kind of photographer with whom to work. When you call the studio, explain what kind of photography you want done and when you want it done. Photographers are often booked a year in advance for events such as weddings. If the photographer is unavailable for the time you specify, you will have to look elsewhere.

What to Look For There is a big difference between technical competence and the ability to capture and produce a photo that elicits an emotional response, one that tells a story, one that makes you look good. That positive difference begins with a photographer. Photography is an art as well as a science, and you have to care to take good photos. So if the photographer seems to have a passion for the work and, in addition, seems to care about giving you what you want, you are probably on the right track. 322

Chapter 41 PHOTOGRAPHERS In fairness to both you and the photographer, it is important to be specific about what you want. Expectations play a big part in satisfaction. Today many customers are much more knowledgeable about photography than were customers in previPUBLICATIONS ous decades. For one thing, many of us amateurs are taking some pretty good shots. So American Photographer our expectations are greater. The Rangefinder Moreover, we are now looking at more American Photo moving images. Movies and television, computers, and hand-held games have trained us to see movement. Still images have a different appeal, but we may have to consciously learn what kinds of photos please us most (color, black and white, formal, candid, etc.). One mark of good photographers is the imprint 4 TIP: of their style in their work. Style does not mean that the photos all look as if the photographer works from a formula. Rather you should get the feeling that each photograph reflects the same degree of creativity and care. It is important that you like the photographer as well as the product. Photography is a responsive art. You and the photographer begin a conversation and from that come images that the photographer will record. If you want photos that look relaxed, you will have to be relaxed during the shoot. And you won’t be relaxed if you are not comfortable with the photographer. If you are dealing with a large studio, ask who will be doing your work. Particularly if you are having a portrait done, typically commissioned for a specific and important reason or occasion, ask what the photographer’s policy is if you don’t like the photos. It is also important to know something of the photographer’s methods for followup after the sitting session; that is, When will I see the proofs? Who owns the negatives—the photographer or me? A photographer may want to hold the nega323

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It is important to be clear about who owns the image and what rights of usage the ownership entails.

tives with the idea in mind that you will want to purchase more prints at a later date. Ask what the price includes: the shoot, expenses, film, processing, proofs, the negatives, postage? If I want more prints later on, what will I have to pay per print? STATS AND FACTS: According to our experts, wedding-

photo packages can cost $6,000 to $15,000, but the average is closer to $2,500. Think that’s a lot? Weddings are fraught with emotional and practical peril for photographers. One professional photographer calls weddings “seven-shirt events.” Packages, which provide a certain number of prints in various sizes, are not necessarily a better bargain than selecting all the photographs you like and having prints made in the sizes and quantities you prefer. The hidden cost of a package, especially if you are having photos taken of an event, is that the photographer may select the photos he or she shoots on the basis of the package you have ordered, instead of shooting everything that looks interesting and then letting you select what you want printed. STATS AND FACTS: Many

photographers now charge a higher “creation fee” to offset losses incurred when customers take advantage of readily accessible and inexpensive means of reproducing the photographs. It is important to be clear about who owns the image and what rights of usage the ownership entails. It is a good idea to work from a written contract so that you and the photographer both know what the other’s expectations are. The contract should spell out the amount of deposit, the amount of final payment, and dates when payments must be made and photos delivered. It is not unknown for a photographer to take a deposit, spend it, and then not be able to pay the lab that does the photographer’s film processing, which then confiscates the negatives. The best way to avoid this kind of situation is to work with a photographer 324

Chapter 41 PHOTOGRAPHERS who has been in business a while (and therefore has probably been paying bills regularly). One of the clues to a well-run studio is a contract or written guarantee.

Red Flags If you call a studio where the receptionist or photographer seems more interested in quoting you prices than in finding out what you want, you probably should call another studio. This same lack of concern for the customer can be demonstrated by photographers who are bent on doing things their own way, who seem more interested in their artistic reputation than in your satisfaction, or are extremely aggressive and patronizing toward customers. At the same time, a photographer who won’t give you options or who keeps changing quotes may be too inexperienced to do the kind of job you want. Because photographic technology changes constantly, photographers are frequently able to offer new options to customers. The other side of this coin is that some photographers become caught up in gimmicks, such as the use of strange lighting techniques and digitization to doctor images in unusual ways. The bottom line in photography is that you have to begin with a good image to get a good end product.

The bottom line in photography is that you have to begin with a good image to get a good end product, special effects notwithstanding.

Other Considerations Event photographers tend to take one of two approaches, posed (preset) or journalistic (grab shots). Journalistic photographers maintain that there is a certain critical energy in a live event that you cannot get in a posed shot. Some photographers who prefer to shoot the event “live” are also willing to take supplementary studio shots. Digital photography is either a boon or a threat to good images— depending on the photographer. By scanning a negative into a computer, the photographer can make all kinds of changes to the original image 325

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Does the photographer have the ability to digitize and will you be part of the process of deciding what to do with the image?

(change the color of your hair, get rid of wrinkles, change the background, get rid of or add people to the photo). In some cases (group shots, for example), digital capability can be a big advantage. It is virtually impossible to take a photo of 25 persons that pleases all 25. Digital photography allows the photographer to open the closed eye and shut the open mouth. The argument from the other side is that digital reprocessing is “cheating”—less skill is required from the photographer. The counterargument is that no amount of reprocessing can save a bad image, it can only enhance a good one. From the customer’s point of view, you need to know whether the photographer has the ability to digitize and whether you will be part of the process of deciding what to do with the image. Because it is usually easier to see what you will actually get if you look at prints, you will also need to know whether the photographer edits after making a print that you will see, or edits from a negative and you will have to make choices looking at a computer screen. In the latest wrinkle in digital photography, photographers carry their computers in a van and have their client select images to print as they shoot. You have to decide whether this is an activity you want included at your event.

Trends At the same time that technological advances are opening all kinds of image possibilities, there is also a trend toward more artistic portraiture. Photographers say that customers are once again requesting more black and white, more hand-tinted, and more sepia-toned prints. Although the reasons for these choices are usually aesthetic, clients who record major life moments photographically are getting another benefit: Film is still the most stable medium for preservation. Even digital media deteriorate, and, at this point, even CDs are only good for about ten years.

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PANEL OF INSIDERS Leslie Barton Los Angeles, Cal.

Phil Farber Northbrook, Ill.

Russell Mott Yerington, Nev.

Len DePas Washington, D.C.

Bruce Forrester Mill Valley, Cal.

John Tilley Dallas, Tex.

John Derryberry Dallas, Tex.

Kim Jew Albuquerque, N.M.

W. Temple Webber Houston, Tex.

Barb Eagan San Jose, Cal.

Heinz Kugler Houston, Tex.

Insider Facts Lest you imagine your photographer slaving away in a darkroom, working on your images like Ansel Adams, the reality is far from it. Most commercial photographers send their film out for processing and printing. Because only a few labs nationwide print for professional photographers, the time that printing takes is about the same for everyone. It is the photographer’s standard of service that determines how quickly you will see your proofs. It isn’t unreasonable to expect to see proofs within two weeks of an event, and to receive an album within four weeks. If you don’t see any work of local photographers that pleases you, you have other options. Geography is not an issue for good photographers. Most of them are willing to go wherever you want the photos taken—if you’re willing to pay for the service.

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hen Hippocrates advised physicians to avoid discussing with patients the nature of their illnesses or their treatments, he established the role of physician as authority and information gatekeeper. In 1847, the American Medical Association approved this approach as a tenet of the organization’s code of ethics. It wasn’t until nearly 130 years later that physicians were encouraged to try what was called a patient-centered approach to medicine, which required that both patient and physician share responsibility for treatment decisions. This shift necessitated other changes in medical practice such as encouraging patients to ask questions and to seek second opinions. Although the old model of the physician as the ultimate authority figure may be officially dead, the best physicians will tell you that all practitioners of that particular brand of medicine are not. Patients who wish to practice partnership medicine need to watch carefully what physicians do and not rely solely upon what they say. Physicians may tell you they believe in partnership medicine, but may quickly revert to an authoritarian stance if you ask for more information or state that, after careful consideration, you do not feel comfortable following a procedure that the physician has recommended.

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Chapter 42

Physicians

Where to Begin While the total number of medical doctors has shown only a slight increase in the past few years, the numbers 329

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of other kinds of doctors are increasing at faster rates. It is important to know not only with whom you are dealing, but also what kind of doctor you are seeking: Medical Doctors (MD) have graduated from college, attended four years of medical school, and completed three to eight years of training beyond that. They are trained and licensed to treat all medical conditions and they can prescribe drugs. Doctors of Chiropractic (DC) have a minimum of two years of undergraduate education and have attended chiropractic school for an average of 41⁄2 years. They are trained to perform general examinations and are specially trained in problems of the musculoskeletal system. They are not licensed to perform surgery or to prescribe drugs. Doctors of Oriental Medicine (OMD), which is based on a 3,000-year-old medical system, emphasizes the use of acupuncture, Chinese herbs, massage, and exercise to prevent and treat illness. Doctors of oriental medicine typically have four years of training beyond a bachelor’s degree. They are often trained to perform acupuncture and to do herbal therapy. In many states, they cannot perform surgery or prescribe drugs. Thirty-five states have laws governing the licensure of

CONSUMER RESOURCES AND PUBLICATIONS National Library of Medicine (8600 Rockville Pike, Bethesda, MD 20894; 301-594-5983; www.nlm.nih.gov) National Health Information Center (P.O. Box 1133, Washington, D.C. 20013-1133; 301-565-4167; www.health.gov)

National Women’s Health Information Center (Department of Health and Human Services, 200 Independence Ave., S.W., Room 730B, Washington, DC 20201; 202-690-7650; www.4woman.gov) PUBLICATIONS

The American Family Physician Alternative Therapies

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Chapter 42 PHYSICIANS OMD’s, but regulations vary widely. Some states allow apprenticeship for licensure; others require applicants to have a four-year undergraduate degree from an accredited college. A few have English-language requirements. Licensing is often handled by state boards of medical practice. Many require a candidate to be a graduate of a school of oriental medicine that is accredited by the Accreditation Commission for Acupuncture and Oriental Medicine (ACAOM), the national body recognized by the U.S. Department of Education for setting standards in the field. Among other requirements, the ACAOM only accredits schools of oriental medicine that require at least two years of undergraduate education before entry into their programs. The national Certification Commission for Acupuncture and Oriental Medicine (NCCAOM) examination is the main one used for licensure by 32 states.

It is important to know not only with whom you are dealing, but also what kind of doctor you are seeking.

Doctors of Osteopathy (DO) have

attended four years of osteopathic medical school after receiving an undergraduate degree. Three to seven years of additional training beyond the medical degree is customary. Licensing permits prescribing drugs and performing surgery. Osteopathic physicians may obtain board certification after specialization in fields such as internal medicine, family practice, and pediatrics. Doctors of osteopathy are eligible for membership in the American Medical Association and must, like MD’s, pass state licensing exams. Osteopathy is a holistic approach to medical treatment that focuses particular attention on the bones and muscles.

who are trained in the use of natural, nontoxic therapies, have four years of medical training in accredited naturopathic medical colleges recognized by the U.S. Department of Education. This training is in addition to the undergraduate degree. Licensing varies from state to state. Some states permit prescribing drugs and performing some surgeries. In 1992, the Office of Alternative Medicine in the National Institutes of Health invited leading naturoNaturopathic Doctors (ND),

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pathic physicians to serve on federal panels to direct alternative medical research. Other confusing initials that frequently follow a physician’s name are: FACP, Fellow of the American College of Physicians FACS, Fellow of the American College of Surgeons ■ FACC, Fellow of the American College of Cardiology ■ ■

All these designations suggest that you are dealing with an especially well-trained and respected physician. A designation that denotes nothing about medical expertise, but suggests that the physician may be savvy enough to have teamed with a good accountant is ■

PC, Professional Corporation.

Once you have in mind what kind of physician you are looking for, there are several places to begin to put names to titles. You can call medical schools in your state. These schools will give names of physicians in your area with whom they work or those who have sent patients their way. Nurses are a very good source of information; they see physicians at their best and worst. Ask some local physicians who their doctors are. (They are more likely to tell you if you ask at a ballgame than if you call on the phone.) Family members, friends, and co-workers will often give you their list of personal favorites and duds. You may hear more than you think you wanted to hear. (Medical horror stories are a favorite modern folklore idiom.) But spending time listening can save you a great deal of trouble. Sooner or later the same names will begin to appear on your list. If your employer has provided traditional fee-forservice health insurance coverage, you can choose whichever doctor you like, provided that he or she accepts your insurance. If your employer has signed on with an HMO (health management organization) or a PPO (preferred-provider organization), you will be given a list of physicians from which to choose your primary-care provider. With HMO coverage, you are obliged to choose your primary-care physician from 332

Chapter 42 PHYSICIANS the list. If you have PPO coverage, you can usually use any doctor you like, even one who isn’t a member of the PPO, but you’ll pay the difference between the nonmember’s bill and the PPO’s discounted rate. If your employer offers a choice of HMOs or PPOs, 4 TIP: choose the one with the greatest number of physicians, especially if there are two or three in each specialty.

What to Look For Once you have a list of prospective primary-care physicians, you should call their offices and ask whether the physicians are accepting new patients. (This is important to do even if a physician is on the list provided by the HMO or PPO. A surprising number of the physicians listed are unavailable to new patients.) If the physician is not an HMO or PPO physician, you should inquire about insurance and payment options, although the receptionist will probably ask you about your insurance before you have a chance. Then ask for an appointment for an interview. Do not consider any physician who is unwilling to be interviewed. You will get more information about the way in which the physician works with patients if you go in with some health concern or a symptom that is troubling you. The additional information and insight you receive will be worth the fee. Note carefully how you are treated by the physician’s receptionist, who is a reflection of the physician. Avoid a physician who tolerates a front office staff who are rude or who are forthcoming with information only after great effort on the part of the patient. Once in the physician’s office, feel free to check out the physician’s diplomas and certificates. Most states require that such documentation at least be available, if not visible. It used to be standard advice to look for a physician who had attended an American or Canadian medical school. Today that credential may be less important than a residency at a good university teaching hospital, where the residents are likely to see a variety

Today a degree from an American or Canadian medical school may be less important than a residency at a good university teaching hospital.

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of difficult cases and to be taught well. Board certification is still a plus, but patients need to keep in mind that medical boards only test knowledge. They do not check to see how the physician applies it. TIP: To find out whether a physician is board certified, 4 call the American Board of Medical Specialties, 866-

275-2267. You can find out whether a physician is properly licensed in your state by calling the Division of Occupational and Professional Licensing. The Public Citizen Health Research Group can provide a list of physicians who have been disciplined by state licensing boards. Write to PCHRG (2000 P St., N.W., Suite 700, Washington, DC 20036; 800-289-3787; www .citizen.org/hrg/). Once you are face to face with the physician: Ask about his or her training and length of time in practice. ■ Find out whether the physician is affiliated with a good hospital. If your community boasts several hos■

pitals, chances are that some are better than others. You want to choose and work with a physician who is affiliated with the better hospitals, including the one that you prefer. ■

Ask some questions that will help you determine how the physician keeps abreast of medical advances. Does

he or she attend a couple of conferences every year? Read journals? Help train others? ■

Ask how the physician feels about giving patients referrals to other doctors and getting second opinions.

A tendency to prefer to go it alone professionally may indicate an ego problem or a patronizing attitude toward patients. It is important to work with a physician who is well respected and who is able to consult with others; a physician who has an ego problem may be avoided by other physicians. ■

Explain a few of your expectations in medical service and ask what the physician expects of his or her patients. What you are looking for here are clues

about the physician’s interest in working with you. 334

Chapter 42 PHYSICIANS Several research studies have suggested that patients who work with a physician as a partner take more responsibility for improving their health and get better faster. Male or female practitioner? Female physicians tend to spend about five minutes more talking with patients than do their male counterparts, and both male and female physicians order more screening tests for patients of their own sex.

STATS AND FACTS:

Physicians who don’t ask questions and don’t listen are going to miss information from which a good diagnosis is made. Does the physician make you feel respected and as though he or she cares about your well-being? How are the physician’s communication skills? Does the physician seem willing to provide information? If the physician suggests a treatment, does he or she make sure you understand the recommendation? (Most of us are anxious in a doctor’s office and don’t always hear or remember everything said there.) Does the physician discuss treatment options and side effects? The best physicians will want to discover the cause 4 TIP: of the problem and not merely treat the symptoms. The very best physicians look upon medicine as a calling and a privilege. It is also important to ask the physician about oncall backup for after hours and on weekends. You do not want to be frantically dialing numbers in the middle of the night when you have a very ill child. Backup is also a critical issue when looking for an obstetrician. If your physician isn’t available for the delivery, who will be attending you? Will you have an opportunity to meet these other physicians during your pregnancy? It is also important to ask whether such procedures as blood work and x-rays can be done in the physician’s office or complex, or whether you will need to set up 335

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appointments in several offices at different sites. If all tests are outsourced, you could spend a significant amount of time completing your annual physical exam. And, finally, ask who does the billing for the physician. Today this service is almost always outsourced. If you have a problem with a bill, many physician’s offices will disclaim responsibility for working with you to settle the dispute. So it is important to know how or whether you can reach the billing service.

Red Flags Any of the following might signal a need to look for medical service elsewhere: Rude behavior. A reputation for diagnosing a lot of one kind of illness. ■ An abrupt response, especially if you suggest getting a second opinion. ■ Promises that sound too good to be true. ■ Poor listening skills. ■ Endless testing. ■ Patients kept waiting without an explanation. Some ■ ■

physicians now post signs suggesting that patients talk with the receptionist if they have been waiting longer than 20 minutes. An approach that suggests the physician believes the human body is a machine. ■ Unwillingness to give information. ■ Inability to describe risks or alternative treatments. ■ Sexual innuendoes. ■

The Archives of Internal Medicine recently noted 4 TIP: that communication problems figured in 70% of malpractice complaints filed against physicians. In short, if something doesn’t feel right, find another physician.

Other Considerations The experts believe that medical competency today in 336

Chapter 42 PHYSICIANS the U.S. is generally outstanding. The problem is that the current medical system doesn’t reward excellence. Few physicians or patients are totally satisfied with the system as it is. Many physicians believe that the more information that is made available to consumers, the sooner the problem will solve itself because consumers want the best and least expensive care. Most physicians are convinced that consumers do not understand how HMOs and PPOs work. They work in surprisingly similar ways, given the fact that nearly 95% of fee-for-service providers use many managed-care strategies, such as requiring second or third opinions for surgical procedures and requiring the use of a primary-care physician as a gatekeeper. The basic idea of managed care is that, in exchange for a prepaid fee for each patient, the physician gives routine and preventive care and acts as a gatekeeper to specialists’ services. Here are some other critical facts about HMOs: ■

Today billing is almost always outsourced. So it is important to know how or whether you can reach the billing service if you have a problem.

Many HMO physicians are expected to see as many as 25 patients a day and to try to limit time spent with

each patient to about ten to 15 minutes. This length of time may suffice to diagnose some problems and figure out the appropriate treatment, but it may not be enough time for more complicated problems. In addition, patients who feel that the physician is trying to get out the door may not feel free to fully discuss their symptoms or concerns. ■

The managing corporation often pays physicians a lump sum from which the physicians write checks to specialists. A physician who has only so much money

to allocate to specialists is going to carefully consider when to refer a patient to a specialist. In addition, managing corporations, when reviewing the physician’s work to determine advancement and raises, consider his or her record of referring to specialists. This situation clearly creates a potential for conflict of interest. ■

Although much follow-up could be done by telephone,

HMOs often require patients to come into the office and pay for an office visit. 337

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■

Each managed-care insurance plan has its own list of drugs from which the physician must prescribe. Some

new and better drug therapies may not be on the mandated list of drugs. Although managed care presents problems to both physicians and patients, many physicians see a big advantage: Someone else takes care of the paperwork, so that the physician is left free to concentrate on patients. Another advantage is that most patients are seen by internists and board-certified family practitioners, whose broader training may help them pick up on a range of problems quickly. But most physicians do not like the treatment restrictions, such as those on the use of specialists, imposed by management. Whether you choose a physician who practices in a managed-care system or one who practices independently, you want to consult one who will give you inforPANEL OF INSIDERS James P. Cuyler, MD Emmanuel Children’s Hospital Portland, Ore. Patricia A. Gabow, MD medical director Denver Department of Health and Hospitals Denver, Colo.

Jere D. Guin, MD Department of Dermatology University of Arkansas School of Medicine Little Rock, Ark.

Milton Hammerly, MD medical director of complementary and alternative medicine Porter Adventist Hospital Andrew E. Galakatos, MD Denver, Colo. professor of obstetrics Arthur C. Perry, MD and gynecology Department of Washington University Ophthamology School of Medicine Scripps Memorial Hospital St. Louis, Mo. La Jolla, Cal.

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Ann Thompson, MD director Pediatric Intensive Care Unit Children’s Hospital Pittsburgh, Pa. Stephen J. Waszak, MD Seattle, Wash. Richard D. White, MD Department of Radiology Cleveland Clinic Foundation Cleveland, Ohio

Chapter 42 PHYSICIANS mation and options and will work with you to get the best care available. Even within managed-care systems, physicians and patients have options.

Trends Although managed-care systems have been around for nearly 50 years, they became widespread in the 1980s. Now nearly 75% of employees covered by employer’s plans in this country are in managed-care systems of some sort, including preferred-provider systems. However, some medical-system analysts believe that current dissatisfaction with certain aspects of managed care may mean a return to private solo or group practice.

Insider Facts Laws in more than 35 states give patients the right to access their medical records. Patients should ask their physicians to go over current laboratory reports with them. It is a good way to learn the meaning of the medical terms; such knowledge helps make you a better-informed advocate of your own health care.

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any visitors to the United States are astounded at what they perceive to be the American preoccupation with plumbing. Some of our bathrooms are nearly as large as the homes of our visitors. This was not always so. In fact, the U.S. came fairly late to plumbing. King Minos of Crete owned the world’s first flushing toilet nearly 3,000 years ago. But it was not until the mid 1800s that the architect Isaiah Rogers created the first indoor American plumbing. Although the advantage of not having to trek to an outhouse in freezing weather was fairly obvious to our forefathers, they were less convinced about the necessity of bathing. Therefore, they could see little reason for plumbing that encouraged such behavior. In fact, as late as 1840, the city of Boston had a law on its books banning bathing except upon the advice of a physician. And in the late 1800s there was just one bathtub for all of Tucson’s 3,000 residents. As American cities grew, however, the population pressure forced some changes. Something had to be done about water delivery and about waste. More important, something had to be done about disease. By 1888 the U.S. not only had plumbing health codes that were being copied around the world, but we also had the expertise to implement the codes. Today that expertise is assured by such organizations as the Plumbing-Heating-Cooling Contractors (PHCC) National Association, a group concerned not only with the education of its members but also with developing new technology and with solving conservation problems.

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Plumbers

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Where to Begin Good references are the key to finding a good plumber. Because nearly everyone at one time or another needs this service, ask colleagues and friends for recommendations. Building contractors, bath and kitchen designers, and real estate professionals are other good sources of names. If you are new to an area, the local or state branch of the PHCC Association should be able to recommend some of its members to you. As with many service providers, it’s smart to locate a plumber before you need one and to keep all of the plumber’s phone numbers in your phone file. But the reality may be, when you need a plumber in a household emergency, you will settle for the one who can get to you fastest.

What to Look For Is the plumber properly licensed? The plumber should be able to present proof of a local business license and a state license to practice plumbing. (Or you can call the building inspection and licensing departments in your city to check on this.) CONSUMER RESOURCES Does the plumber carry both liability and AND PUBLICATIONS worker’s compensation insurance? You do Plumbing-Heating-Cooling not want to be liable for injuries that occur to Contractors National a technician on your property. Association Drive by the plumber’s business office. (180 S. Washington St., Someone who does not maintain his or her P.O. Box 6808, Falls Church, VA property is not likely to be much more care22046; 800-533-7694; ful with yours. www.naphcc.org) Stop in and discuss the work you want done. Ask for an estimate—of both cost and PUBLICATIONS time. Find out how long the plumber has Plumbing and Mechanical been in business, how many employees there PHC Profit Report are, and what kind of training and experiPlumbing Insider ence those employees have. If a plumber is The Connection Newsletter managing apprentices, chances are good that Engineering News the quality of the plumber’s work is good enough to be a model for those in training. 342

Chapter 43 PLUMBERS Ask to see a standard service agreement or contract. These service agreements can suggest the scope of the problems the plumber typically handles. Many plumbers now offer a plan of periodic checkups to inspect items such as drainage fields and cooling systems. It is also informative to ask the plumber about some of the more interesting problems he or she has solved. A good plumber is an ingenious problem solver. STATS AND FACTS: Today’s plumber is a highly trained technician. Four years of supervised hands-on apprenticeship are required just to become certified. Typically, the candidate is required to find a plumber who will oversee his or her apprenticeship. During the four years of working with the plumber, the candidate will also be taking classes at a trade school. Today, those classes may well include training in management and business skills, as well as in such technical subjects as construction plumbing design and cooling systems.

If a plumber is managing apprentices, chances are good that the quality of the plumber’s work is good enough to be a model for those in training.

Service-oriented plumbers will wear surgical boots while in your house and will clean up and vacuum after finishing the repairs. Perhaps best of all, a good plumber will respond promptly to an emergency.

Red Flags Some customers assume that a contractor who is mechanically proficient just naturally is not good at communicating. Good plumbers will pinpoint your problem by asking you lots of questions. And they will help educate you to prevent further trouble, explaining to you exactly what they are doing and why, if not during a plumbing crisis, soon thereafter.

Other Considerations Home-improvement stores sell a number of excellent plumbing products. Although do-it-yourselfers are probably on firm ground doing simple repairs, plumbers worry that certain products, such as water 343

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heaters and boilers, are sold without warning the customer that improper installation can cause a dangerous situation. Plumbers also worry that as many as half of the products featured in some home shows do not meet code, the local or state minimum standard for the product. Plumbers know this because they know the products and codes—and because Monday morning is typically the busiest time in a plumbing contractor’s office, as the plumber takes phone calls from customers whose best-laid weekend pipes and ducting have gone awry.

Trends There is a growing shortage of people who wish to enter the plumbing industry. As a result, you may find it increasingly difficult to locate a plumber when you need one, and may have to pay more for plumbing services.

Insider Fact Plumbers who charge less than everyone else in town are frequently not well trained, either technically or in terms of business management. The failure rate of these businesses is high. So is the frustration level of customers who are left holding worthless warranties. A call to the Better Business Bureau can help you weed out some of the worst offenders in your community. STATS AND FACTS: Only

10% of plumbers use flat-rate pricing, a standard charge for a generic problem (say, a stopped-up sink). The rest charge hourly and for supplies.

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PANEL OF INSIDERS Gerry Calfo Calfo & Haight Inc. Washington, D.C. Charles Carson Carson Plumbing Repair Athens, Ga. Michael Kastner Kastner Plumbing & Heating West Friendship, Md.

Don E. Osborn MPA Plumbing & Air Conditioning Mansfield, Tex. Monica Ryan Village Plumbing Company Houston, Tex. Lawrence E. Snow Anytime Plumbing Las Vegas, Nev.

Francis Williams FA Williams Belmont, Mass. James P. Witten Witten Brothers Inc. Charlestown, Ind. R. Scott Zeigler Ray A. Shaffer Inc. Schwenksville, Pa.

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lthough psychotherapy is not an American invention, it feels as if it should be. In the 1930s, European analysts fled their troubled homelands for the U.S. These psychotherapists and their ideas were embraced by a country that had run out of a physical frontier to explore and was ready to take on an internal unknown. Psychotherapy also fit in nicely with another American tendency—that of trying out one idea and quickly moving on to the next. In the past 70 years, we have embraced Freudian analysis, followed quickly by Jungian, Gestalt, behaviorism, transactional analysis, cognitive, and short-term therapies. A psychologist with an interest in the history of the field recently counted types of therapy currently being offered. He stopped counting at 400.

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Where to Begin Choices abound not only in therapeutic approaches but also in kinds of practitioners with whom you can work: ■ Psychiatrists, who are medical doctors, have spent four or more years beyond medical school completing a psychiatric residency. In years past, most psychiatrists were trained in the Freudian model. Now a large number favor pharmacological treatment for many problems. ■ Psychologists typically hold the degree of doctor of philosophy (PhD), doctor of psychology (PsyD), or doctor of education (EdD). Psychologists are not licensed to prescribe medications. Most psychologists prefer one method of therapy over others. Today

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Psychotherapists and Counselors

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the preferred therapy focuses on producing changes in behavior. ■

Social workers who see clients usually have a master of social work (MSW) degree. Social workers com-

plete supervised clinical training and are specifically trained to look at the family and at the social context of human problems. ■ Marriage and family therapists (MFTs) are trained to deal with problems in marriage and between parents and children. They have master’s or doctoral degrees, have passed comprehensive written and oral exams, and have a significant amount of supervised practice (in some states, as many as 3,000 hours). ■ Psychiatric nurses (RNs) most typically are part of the therapeutic process within a hospital or clinic setting. They are registered nurses who have completed specialized training, which includes training in diagnosis of psychiatric disorders, intervention techniques, and psychopharmacology (use of treatment drugs). CONSUMER RESOURCES AND PUBLICATIONS American Association for Marriage and Family Therapy (1133 15th St., N.W., Suite 300, Washington, DC 20005; 202-452-0109; www.aamft.org) American Counseling Association (5999 Stevenson Ave., Alexandria, VA 22304; 800-347-6647; www.counseling.org) American Psychiatric Association (1400 K St., N.W., Washington, DC 20005; 202-682-6220; www.psych.org)

American Psychological Association (750 First St., N.E., Washington, DC 20002; 202-336-5500; www.apa.org) National Association of Social Workers (750 First St., N.W., Suite 700, Washington, DC 20002; 202-408-8600; www.naswdc.org) National Mental Health Association (1021 Prince St., Alexandria, VA 22314; 800-969-6642; www.nmha.org) PUBLICATIONS

American Psychiatric Nurses Association (1200 19th St., N.W., Suite 300, Washington, DC 20036; 202-857-1133; www.apna.org)

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Chapter 44 PSYCHOTHERAPISTS AND COUNSELORS If you wish to begin therapy, ask your family physician for a recommendation. Be specific about what you want and do not want in a therapist, and describe as clearly as you can your goals. Priests, rabbis, and ministers are another good source of names of therapists. So are local mental health associations, national professional organizations, and university medical centers. More than 16 million Americans seek therapy every year. STATS AND FACTS:

Once you have a list of prospective therapists, make some phone calls. Tell the therapist’s receptionist that you are considering beginning therapy and that you have a few general questions to ask the therapist. Five or ten minutes on the phone can give you an initial impression of the therapist. A face-to-face consultation is better. You should explain why you are seeking therapy and make sure that the therapist works in the area of your concern. You should ask about the therapist’s training, experience, certification, and methods used. Certain kinds of problems are best handled with a particular kind of therapy. For example, phobias tend to respond well to behavioral therapy. If you are not certain about the therapy that the therapist has proposed, a call to the state psychological association can provide additional information. You will also want to verify the therapist’s credentials with the appropriate state agency. Therapists are typically licensed through professional boards, such as a Board of Behavioral Science, which is part of a state Department of Consumer Affairs. However, only 30 states currently require licensure. If your state does not require licensure, it is important that you double-check the training of the prospective therapist and determine, in addition, whether the therapist holds memberships in professional organizations. It is important to know whether you can reach the therapist during an emergency and what arrangements the therapist makes to cover the practice when the therapist is ill or on vacation.

If your state does not require licensure, doublecheck the training and professional memberships of the prospective therapist.

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Finally, you should ask about fees, payment, and whether the therapist accepts your insurance. Fifty-minute sessions can run from $45 to $150 or more. Insurance plans cover some treatment. However, there is usually a cap on payment and on the number of sessions the insurance will cover. Some clinics charge clients on a sliding scale, in accordance with their income.

STATS AND FACTS:

After screening five or six therapists on the phone, make arrangements for consultations with three of them. Therapy is a highly individualistic and personal process. You may work well with one therapist and not with another. Good rapport should be a major factor in the choice of therapist. If you do not trust and respect the practitioner, therapy will not be successful.

What to Look For Many prospective clients worry that therapy is a vague, nearly endless process. In fact, a good therapist will want to set treatment goals with you and periodically review your progress toward those goals. Therapy, if it is helpful, is also at times difficult and even infuriating because you pay a therapist to tell you things you don’t want to hear. Although good therapists should treat you with respect, they will not always agree with you. One of the great benefits of therapy is new and alternative ways of looking at your life, problems, and possibilities. TIP: Look for a therapist who is a cheerful person. It 4 makes sense to avoid therapists who do not seem able

to manage and enjoy their own lives. One aim of therapy is to give you information and skills that will enable you to think and act more effectively. Because no one comes to therapy (or life) with exactly the same characteristics or experience, it makes sense that the same therapy will not work for every 350

Chapter 44 PSYCHOTHERAPISTS AND COUNSELORS client. Good therapists are able to tailor their training and skills to meet your needs. Furthermore, therapists should be willing to discuss with you which means they would employ to reach your mutually agreed upon goals. Effective therapists also tend to be realists and to have a sense of humor. STATS AND FACTS: Depression

is one of the most common reasons for seeking therapy. It is estimated that depression affects nearly 11 million Americans and that depression annually costs the country more than $43 billion, at least half of which cost can be attributed to lost work productivity. Furthermore, mental disorders are the third most significant condition limiting the ability to work. Only cancer and stroke account for more lost workdays.

You should leave the therapist’s office with something new to think about, a new approach to try on an old problem.

Red Flags Most therapists recognize that finding a good therapist is not an intuitively obvious process, and so they are happy to spend time talking with a prospective client on the phone or arranging an initial consultation. Avoid any therapist who hesitates to do this. Therapy is not meant to be a particularly soothing process. A therapist who lets you blame others for your unhappiness is not helping you move out of your difficulties. You should leave the therapist’s office with something new to think about, a new approach to try on an old problem. Therapists should act like professionals. Your session should generally begin on time. (An occasional emergency that throws a therapist off schedule happens in this business.) Therapists shouldn’t take calls from other clients or colleagues during your session. They shouldn’t spend a great deal of time talking about themselves. You should avoid a therapist who seems unsure or unstable. You should likewise pay immediate attention to any feelings you have that the therapist is patronizing or behaving in a sexually suggestive way. 351

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Short-term therapy can sometimes be effective for problems such as divorce, work-related stress, or the death of a family member.

Other Considerations Before beginning treatment, you have a right to know about any arrangement between the therapist and your insurer or managed-care plan, such as caps on the number of allowable sessions, that could affect your treatment. You also have a right to confidentiality, within certain legal limits. Therapists are required, for example, to alert authorities if they receive information that leads them to believe that a life is in danger. You may want to ask prospective therapists how they handle inquiries from insurers.

Trends Because many health plans limit the amount of therapy they will pay for (perhaps as few as six to 12 sessions), some therapists have become interested in “time-effective” treatment. The most extreme example of this trend is single-session therapy. Short-term therapy can sometimes be effective for problems such as divorce, work-related stress, or the death of a family member. There is also a trend toward licensure to allow psychologists to prescribe medications. Many psychotherapists also consult with MDs on medications for their mutual patients. That way, two professionals are monitoring the effectiveness of the treatment.

Insider Facts Many different therapeutic approaches seem to work equally well. Some problems, though, seem to be best handled with therapy in combination with medication. A significant number of therapists, however, are concerned about the increased use of medications, which they feel can cover up pain and allow patients to avoid the opportunity for change that therapy can provide. Many therapists are concerned that questions asked by HMOs concerning treatment are an invasion of the patient’s privacy and that the caps set on treatment are not realistic. 352

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PANEL OF INSIDERS Loretta Bradley president American Counseling Association Alexandria, Va. Clara Farah president New Mexico Psychological Association Albuquerque, N.M. Marvin R. Goldfried Department of Psychology State University of New York at Stony Brook Stony Brook, N.Y.

Scott W. Henggeler Family Services Research Center, Department of Psychiatry and Behavioral Sciences Medical University of South Carolina Charleston, S.C.

James Marchman president Iowa Psychological Association Iowa City, Iowa

Joseph Kandor Department of Counseling SUNY College Brockport, N.Y.

Diane Spangler Department of Psychiatry Stanford University School of Medicine Stanford, Cal.

Bruce T. Saunders Bangor, Maine

Roberta VandeVoort Las Vegas, Nev.

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he only task more difficult than finding your dream house is finding the real estate agent who can lead you to it. If this statement is true, it is something of a miracle that two-thirds of Americans who have recently used the services of a real estate agent say they would use the same agent again. Real estate is a highly competitive industry. Not only is there one real estate agent for every 300 Americans, but 20% of homeowners who decide to sell their homes will do so themselves. These do-it-yourselfers are better prepared than sellers have ever been before. They know how to advertise over computer networks or local public access television stations. If these sellers are successful, they pocket the 6% to 7% commissions they would have paid agents. So why work with a real estate agent? Because the “if ” in real estate transactions can quickly overpower a novice, say the experts. If a prospective buyer shows up at your door at 8:00 A.M. on Saturday, will you be prepared to show the house? If the right buyer (or any buyer) doesn’t show up before you have to move, what will you do? If a buyer does appear, what kind of negotiation, inspections, and paperwork are required to close the deal? If no buyer seems to be appear, can you be certain that you have priced your house well?

Chapter 45

Real Estate Agents

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broker and agent. A broker is licensed by the state to conduct a real estate business and to negotiate transactions for a fee. An agent is a broker’s repreCONSUMER RESOURCES sentative and is usually an independent AND PUBLICATIONS contractor rather than an employee. He or she is permitted to sell real estate under the National Association of supervision of a licensed broker. Both brokers Realtors (700 Eleventh St., and their representatives are properly called N.W., Washington, DC 20001; agents because they act as agents for their 202-383-1000; www.realtor.com) clients. Agents split their commissions with their brokers. PUBLICATION For sellers, the first and most important Real Estate Insider distinction may be how much the sellers’ agent is paid. Traditionally, the sellers pay their agent 6% to 7% of the purchase price of their home at closing, although this percentage may vary somewhat from place to place. ■ A transactional broker helps the buyer and the seller complete the required paperwork but has no legal obligation to either party. The transactional broker is usually contacted after the seller has found a buyer. This kind of agent typically earns a lower commission from the seller than a full-service broker does. Sometimes the seller and the buyer split the fee to the broker. ■

Another commission-saving choice is the discount agency. It is possible to save 50% or more of the stan-

dard commission—but work and expense are involved for the seller. You will be placing and paying for advertising, answering calls, and showing prospective buyers through your house. The agency will handle the paperwork for you. ■

A third way to save money is to use a full-service agent with whom you negotiate a lower commission.

This approach is typically more successful if you are trying to sell a very expensive property. If you are the buyer and are faced with the issue of dual agency—the reality that the agent who will help you buy a home will ultimately be paid by the seller and therefore ultimately owes his or her allegiance to 356

Chapter 45 REAL ESTATE AGENTS the seller—you might consider working with a buyer’s broker, who works for you, by the hour, for a flat fee, for a percentage of the purchase price, or for 2% to 3% of your target purchase price. (More on buyer’s brokers, below.) Decisions, decisions, decisions—and you have just begun. You also need to know what all those letters behind an agent’s name mean: ■

First of all, only members of the National Association of Realtors may call themselves Realtors. In this case,

there is more in the name than merely the name. NAR members have undergone training and must uphold the association’s code of ethics. (Not too long ago, only members of the NAR had access to the famed multiple listing service, or MLS. Today in some areas, the MLS, or a version thereof, is available from other sources.) ■

About 10% of agents hold the GRI, or Graduate Realtor Institute designation, which requires an addition-

al minimum of 90 hours of training. ■

The CRS, or Certified Residential Specialist, is another designation you may run across. About 3% of agents are certified residential specialists, who have had ten years of experience in the field and have completed more training.

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Even fewer agents are Certified Real Estate Brokerage Managers, and most of them spend most of their time

managing staff instead of working with clients.

What to Look For Once you decide what kind of agent you want to work with, you need to find one who is experienced and who works full-time in real estate. Real estate is an easy business to get into, but a hard one in which to succeed. STATS AND FACTS: In some states, taking as little as 40 hours of classroom instruction and passing a short multiple-choice exam may be all that are required to obtain a real estate license. The field attracts many 357

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people who think they will sell property to bring in a little extra money. These two facts contribute to an agent dropout rate of nearly 70% in the first three years of practice. If you’re selling property, a good way to get a firstcut list of names is to call local agencies and ask for the names of their top producers or talk with bankers, mortgage brokers, and title-company employees who work with agents and ask them who they would hire to sell their property. If you are interested in buying a particular house or in a particular neighborhood, talk with a few people who live in the area and ask whether they know any agents who know the neighborhood well. An agent who works alone can probably handle 4 TIP: the work necessary to sell 12 to 15 listings in a timely fashion given current housing-market conditions and the marketability of each home. One who has a good support staff in the office may be able to handle the sale of up to 100 listings. From this list, choose three or four names and make an appointment to meet the agents at their offices. Successful agents recognize that prospective clients are usually looking for either compatibility or technical competence in an agent. But it isn’t asking too much to want both. The first clue that the agent might have the necessary empathy and knowledge to help you find the right house will be the agent’s interest in finding out what you want. Experienced agents know that what they believe might be the perfect house for you may not be what you have in mind. Good agents will not try to rush you into signing with them or show you properties before they have a clear idea of what will appeal to you. On the other hand, good agents may show you a house that they have a hunch will appeal to you and meet your needs, even if you might not otherwise have considered it. 358

Chapter 45 REAL ESTATE AGENTS Similarly, if you are interviewing agents to sell your house, they should take the time to visit you in your home, ask you why you are selling, assess your home’s condition, and give you a written market analysis. (A market analysis is a good tool for comparing the ways in which agents view your property.) It is also helpful to find out what kind of support services the agency offers: Will this agent help you find financing, find information about property taxes, arrange for surveys and inspections, and handle placing and paying for advertising? ■ And will the agent put the promise of these services in writing? ■ What else can he or she offer when you ask what will be done to help you get the best price for your house? ■

Most agents tend to specialize in selling property or helping buyers find residential, commercial or farm property.

Finally, ask for the names of the agent’s last four clients and then call them and ask about their relationship with the agent: How quickly did the agent return their phone calls or e-mails? ■ Did the closing go smoothly or were they and the ■

agent running around on closing day trying to find information or documents? ■

Would they work with the agent again? How long was their property on the market?

■

(The agent should be able to tell you what the average length of time on the market has been recently for properties in your locale.)

■

How close was their selling price to the asking price?

(Unless the market is very weak or the property very expensive, the selling price should be within about 5% of the asking price.) Real estate is a complicated business and it isn’t possible for an agent to know everything. Most agents tend to specialize in selling property or helping buyers find residential, commercial or farm property. Many agents even specialize in a certain part of town. Ask the agents what their area of expertise is. Lawsuits can 359

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arise when an agent tries to perform a service he or she doesn’t usually handle. Work with an agent who does at least 50% of her 4 TIP: business in your price range and area of interest. Make sure that the agent has the professional certification, such as the CRS, necessary to do the job you want done. Check the dollar volume of the agent’s sales. (Agencies keep very good track of these figures.) Chat a little about what generally affects property prices in your town. The best agents make it their business to know what is happening and likely to happen economically and politically in their communities. Ask if the agent is active in local and state real estate networks. Real estate is a highly competitive business, but the best agents maintain good relationships with their colleagues. It is much more difficult to close a deal involving two agents who have been on opposite sides of a recent legal or ethical dispute. Does the agent seem to have good contacts in local code enforcement and planning offices? Many real estate deals have been sunk because of an agent’s inability to reason with government personnel over fine print. A good agent should be well connected in more ways than one. Real estate is now a high-tech business. Gone are the days of the standard three “Ps” of putting a sign on the property, putting an ad in the paper, putting the listing in the MLS and praying. Things move fast and agents stay in touch with clients by pagers, cell phones, and several land phones. Agencies maintain Web sites, on which they post their listings. Computers, from which the agent can pull a wealth of useful information for you, such as comparables—that is, houses that have recently sold that are similar to the house you wish to buy or sell—are also standard. Ask different agents to come up with a selling plan for your property and watch how they do this. Someone who simply downloads a canned selling plan from the computer has not thought through the subtleties concerning your particular property. 360

Chapter 45 REAL ESTATE AGENTS It might appear that a seller’s agent exists to list houses, make deals, and make money. Yet a very big part of doing this successfully and over a period of time is putting buyers in the right house. This “right house” means one that fits the buyers’ stated needs and probably a few of their unstated ones. (“I just feel so at home here.”) This house must also be properly priced—which means not only that the buyer can get a mortgage loan for the property, but also that the buyer will feel that the deal was reasonable. Word gets around quickly in any community about agents who do right by buyers and those who don’t. A good agent will want to make you happy and possesses the people skills to do so. Because a fair amount of an agent’s business comes through referrals, a good agent will be sensitive to the long-range consequences of happy or unhappy clients, both buyers and sellers, no matter who is paying the bill.

An agent who spends a fortune on advertising isn’t necessarily the agent who sells the most.

An agent who spends a fortune on advertising isn’t 4 TIP: necessarily the agent who sells the most. Many very successful agents will tell you that most of their sales come from knowing very well the properties in the area, spending the time getting to know what their clients want and need, and then putting the right properties and the clients together. All this has very little to do with advertising.

Red Flags Finding a good agent is one side of the coin; avoiding a bad one is the other. If an agent talks more about what the agency or company can do for you than what he or she will do for you, keep interviewing. Agencies do not close deals. Individual agents do. As a buyer, if you are shown nothing but inside listings (properties listed by the agent’s agency), you can assume the agent may have more than your welfare in mind. As a seller, look elsewhere for service if an agent 361

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You still may want to use a dual agent, but just be extremely careful what kind of personal information you give that agent and when you give it.

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seems to be promising too much, particularly given the fact that most of us want to believe our houses are worth more than they are. Be equally wary of the agent who tries to talk you into underpricing to sell quickly. Your need to move quickly may be exceeded only by the agent’s need for a commission. Whether you are a seller or buyer, any evasiveness on the part of the agent should cause you to wonder what he or she isn’t telling you (and why) and to also question why you should have to pry information out of someone who should want to close a deal.

Other Considerations Most consumers assume that the agent working with them to find a property is in every sense representing them and their interests. In fact, traditionally the real estate agent was legally bound to work for the seller, who was paying the commission, and the agent was legally obligated to pass along to the seller any significant information you might have given him or her, such as your income and your absolute top price limit. You need to understand the agent’s responsibilities clearly. All 50 states have laws governing disclosure of “agency”—that is, to whom an agent legally owes his or her obligation—but some states have much stricter laws than others. Some states have outlawed dual agency, which occurs when an agent represents both the buyer and the seller in the same transaction. Other states merely require that the consumer be informed about the dual agency. State laws regarding agency are in flux. This is something to ask a prospective agent about at your first meeting. The issue of agency in effect opens up another layer of decision-making on the part of the consumer looking for a broker. You still may want to use a dual agent, but just be extremely careful what kind of personal information you give that agent and at what point in the process you pass along such information.

Chapter 45 REAL ESTATE AGENTS TIP: In many states, the law requires that the agent vol4 unteer information about agency in the first meeting.

Other states do not require this disclosure, and thus agents in those states may decide to wait to tell you until you are ready to make an offer to buy, at which point the agent may well have obtained information that could be used to your disadvantage when passed along to the seller. There may be a reason you feel you have to work with someone who is a dual agent, say, if you were already committed to that agent when he or she suddenly listed the only house with which you’ll ever be satisfied. In this case, you might want to also work concurrently with a real estate attorney, just to make certain your interests are well represented. You may decide to avoid the whole problem of dual agency at the outset by choosing to work with a buyer’s broker. Your contract with the buyer’s broker should reflect a willingness to negotiate a good price on the property for you, to prequalify you for a loan (and maybe help you get a better rate), and to show you homes for sale by owners as well as homes offered on the multiple listing service. Working with a buyer’s broker can net savings of up to 10% for the buyer. Buyer’s brokers make it their business to know when properties have been sitting for a while or when the circumstances of the seller have changed (for example, the seller has to get to a new job). These are good times to negotiate the price of the property. Unlike working with a seller’s agent, to whom you, as a buyer, owe no allegiance, a buyer’s broker may wish you to work with him or her exclusively for several months. This period of time should be negotiated and written into the contract. The commission or percentage you will pay the buyer’s broker also should be written into the contract. Buyer’s brokers may charge a retainer up front, which is credited against the fee or commission of the buyer’s broker if you buy. Pure buyer’s brokers, who refuse seller’s listings and are paid by their buyers only, are a minority

Unlike a seller’s agent, a buyer’s broker may wish you to work with him or her exclusively for several months.

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among agents. If you work with a pure buyer’s broker and you are a move-up buyer, you will have to find someone else to sell your home. You’ll increase your options if you choose an agent who can both represent you as a buyer’s broker, but accepts listings and can also sell your home. If the buyer’s broker has signed a contract with you that promises that the agent will represent your interests, that agent does not owe allegiance to the seller, even if he or she will be paid out of the selling commission. It’s smart to talk frankly with a buyer’s agent about the circumstances under which that agent will or won’t be able to negotiate in your best interest. There are now several national franchises that can help you find a buyer’s agent in your area. Two of these are Buyers’ Agent (800-766-8728) and Buyers’ Resource (800-359-4092). A useful Web site is that of the National Association of Exclusive Buyer Agents (www.naeba.org).

Trends Today, few agents are solo operators. Most work for a company that is a franchise, although there are still some very well regarded large, independent agencies. Most companies choose the franchise option for the benefit of name recognition, but there is little consistency in service between the XYZ Realtors in one town and the XYZ Realtors in another.

Insider Fact Consumers moving from one area to another will often ask an agent in their town to refer them to someone to work with in the new area. If the agent you ask for a referral is part of an affinity group, such as a national real estate company with offices in many cities, he or she will receive a kickback of as much as 25% to 30% from the agent he or she refers you to, if you work with that agent and if that agent closes a sale. The question you should ask yourself is, What 364

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PANEL OF INSIDERS Janice Barrett Realty One Services Pensacola, Fla.

Barnum Burrall Town & Shore Portland, Maine

Patricia Hunter Turman Realty Co. Columbus, Ga.

Deborah Battersby national president Women’s Council of Realtors Geneva, Ill.

Stephen Canale Ypsilanti, Mich.

Kirk Kessel Kessel Real Estate Group Melbourne, Fla.

Lisa Bovie Moore & Co. Breckinridge, Colo. Ken Brazil RE/MAX Fremont, Cal.

Greg Contreras Mason McDuffie Pleasant Hill, Cal.

Carol Lucas Mason McDuffie Burlingame, Cal.

David Fleury ERA Larrabee Realty Yarmouth, Maine Kathy Gruden Launders & Associates Inc. Willowick, Ohio

kind of an agent will pay 30% of a commission for a referral? Agents this desperate for a commission are likely either very new to the business or thinking about finding employment for which they are better suited. You might do better by asking your new employer’s human resource department or your new boss for a referral to an agent who has done well by transferees or new hires in the past.

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wo generations ago, the work pattern in this country reflected the expectation that employees would work for the same company for 30 years and be rewarded for their good work and loyalty with a retirement party and a gold watch. Today few employees have this expectation. Moreover, few employers expect employees to make a life’s work of their jobs. Enter the search firm, the recruitment agency, the headhunters. The recruiter works for the employer, who pays a fee to the recruiter for finding the right person for the job opening. The recruiter or recruitment agency works on either a retainer or a contingency fee. A recruiter who works on a retainer has an exclusive contract with the employer to fill the position. A recruiter who hopes to earn a contingency fee must find the right candidate for the job, whom the employer then hires. Hence, the recruiter seeking to earn a contingency fee works for both the company and the candidate. Finding a candidate who has skills that fit the company’s needs and who will be happy and productive in the company’s environment is the only way that the recruiter can satisfy his or her contract with the company—and the only way the recruiter can satisfy his or her other client, the person looking for a job.

T

Chapter 46

Recruiters

STATS AND FACTS: Recruiters

typically earn a fee equal to a percentage of the annual position salary being offered plus expenses. This fee is paid by the prospective employer and not by the job candidate. If you seek a job through a search firm being paid 367

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a contingency fee, you can expect to be competing with a larger number of candidates for the open position. Firms working on a retainer will usually carefully screen candidates and send only three to five candidates for interviews with the prospective employer.

Where to Begin Many recruitment agencies specialize in finding candidates to fill positions in one field, such as banking, health care, finance, or computer science. Large generalist firms have various divisions or experts who handle specific field searches. In either kind of firm, however, you will be dealing with an individual recruitment specialist and you will need CONSUMER RESOURCES to assess his or her knowledge of your field. AND PUBLICATIONS Word-of-mouth referrals from colleagues National Association of or friends in your field of work can be very Personnel Services (3133 helpful. Referrals from those who are in a Mount Vernon Ave., Alexandria, different line of work are less useful, for obviVA 20005; 703-684-0180; ous reasons. If a recruiter has recently placed www.napsweb.org) someone in the company that currently employs you and that employee seems like a PUBLICATIONS good match with the position, ask the emExecutive Recruiter News ployer who handled the placement. Most recruiters tend to focus Recruiters who specialize are members of on industry-specific publications. the same professional organizations that In addition, they read general draw candidates they try to place. Call membusiness publications and the bership offices or check professional directoWall Street Journal and frequently ries and conference attendance lists for check Internet news services. names of recruiters in your field. You can also check a directory of professional recruiters to determine areas of specialization. A good online source is Oya’s Directory of Recruiters (i-recruit.com). Libraries should have copies of the National Association of Personnel Specialists Directory. The recruitment industry is volatile. If you have the name of a person at a firm you wish to approach, say, because he or she has contacted you in the past, check to see that the person is still with that firm. Among industry professionals, personnel lists in recruitment 368

Chapter 46 RECRUITERS firms are often updated monthly. If the recruiter whose name you have is no longer with the agency, ask to speak with whoever now recruits in your area.

What to Look For Once you have a list of potential recruiters, call a few and ask what kind of positions within your industry they place. Even within the specialties, there are specialists. Although many recruitment firms recruit and fill positions all over the country, some work only with local or state firms. Other firms work internationally. You need to make certain that you and the recruiter are in the same ballpark, literally. You should also try to get an idea of the way the recruiter works. Ask a few questions, such as:

Even within the specialties, there are specialists. You need to make certain that you and the recruiter are in the same ballpark, literally.

When you get a candidate like me, what do you do? When was the last time you placed someone with my background? The more recent, the better. ■ With which client companies do you work? The re■ ■

cruiters may give you specific names of companies with whom they are currently working or names of companies with whom they have worked in the past. Or they may give you names of the kind of companies with whom they work. ■ How much time will you spend on my behalf? Will you make a few calls to see what kind of openings may be listed soon in my field or to tell companies about me? Or will you just wait to hear about the openings? Other questions you might ask include: What can I do to help you place me? ■ Will other recruiters in your office work on my behalf? ■ Are you retained by any companies? Someone who is ■

retained is someone with a good track record. How long have you been in your specialty (desk industry)? In an industry where longevity is often measured in months, years are a very good sign. ■ How long have you worked for this company? The industry is so volatile that recruiters are always trying ■

How long have you been in recruitment?

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to recruit away the best recruiters, but good agencies and good recruiters know that people have to know where to find you. So recruiters who job hop every three months may be serving themselves more than their clients. ■ Which professional certifications do you have? The National Association of Personnel Services has offered certification since 1961. To become a certified personnel consultant (CPC), the candidate must have practiced in the field for two years prior to sitting for the exam, which covers such matters as employment law and standards of business practice. To maintain certification, the consultant must complete 50 credits of continuing education every three years. ■ What do you do to ensure confidentiality? Most job candidates would prefer to inform their current employers themselves about job-seeking activities rather than to have their employers learn of a planned change in employment from a third source. Recruiters are interested in candidates who are 4 TIP: happy with their current jobs. The recruiter is not the person you should tell about your frustrations with your current employer. It is important that the recruiter’s style matches your own. After all, the recruiter will be representing you to future employers. It you are uncomfortable with a hard sell, don’t work with a recruiter who uses that approach. You should also feel that the recruiter has been listening to you, has a clear understanding of your needs and career goals, and has been honest with you and is honest in his dealing with client companies. TIP: You should never send a résumé to a recruiter 4 until you are asked to do so. Recruiters prefer to see

the paper after they have determined that there is a possibility of successfully presenting you to a prospective employer. 370

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Red Flags Do not work with a recruiter who does not return your calls or who often tells you that appointments he set up for you fell through. A recruiter who has the time to talk with you every day probably isn’t working hard to place you, but you do need reasonably up-to-date information about what the recruiter is doing for you. Hearing from a recruiter every couple of weeks is certainly in order. A recruiter who cannot effectively communicate with you is unlikely to do much better in explaining your qualifications to a prospective employer. Also beware recruiters who lose information you give them or frequently call you about openings that do not match your background or stated goals.

The recruiter is not the person you should tell about your frustrations with your current employer.

TIP: It is acceptable for a recruiter to ask you to work 4 with him or her exclusively if you feel that the re-

cruiter is giving you enough opportunities to have an actual choice and enough information to make an informed decision. A recruiter should not ask you to pay a fee if you are a candidate seeking a position rather than an employer seeking to fill a position. A recruiter should not release your résumé to prospective clients without your approval. Finally, you should be cautious about working with a recruiter who drops the names of other candidates with whom he or she is working to impress you. This is a breach of confidentiality.

Other Considerations A few years ago many recruiting companies decided to try to save on salary costs by hiring younger professionals, many of them right out of school. Companies discovered that this approach was actually more costly in terms of management expenses. Aside from the need to train these people and get them in the corporate groove, companies found that leadership qualities 371

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If you find a recruiter with whom you feel comfortable but who has no openings at the present time to fit your needs, stay in touch.

and a firm grasp of human realities take years of experience to develop. They are not skills that are textbookbased. So many corporations now work toward a mix of new blood and experienced staff. Your recruiter should be aware of this fact and should know a great deal about various corporation personalities and know where you might best fit in. Job availability is not a matter a recruiter can control. If you find a recruiter with whom you feel comfortable but who has no openings at the present time to fit your needs, stay in touch. Recruiters will tell you that the best time to look for a new position is when you don’t need one. As many as 75% of the candidates placed by a good search firm within any year are not actively seeking a job.

STATS AND FACTS:

Trends The increase of professional certifications within the industry is a positive trend, but many experts are concerned about the increasing number of inexperienced recruiters. In the recruitment industry, demand frequently outstrips the supply of trained professionals. Therefore, the chance of finding yourself working with a new and inexperienced recruiter who is not well connected in the industry is fairly high. Although recruitment firms are often willing to consider a reduction in fees if they are filling multiple, identical positions for the same company, they understandably prefer to avoid companies that are unwilling to pay reasonable fees for a job well done. (At present, no recruitment agencies charge a fee to job candidates to offset loss of fees from companies. However, that could change.)

Insider Fact The most successful recruiters are members of the prestigious Pinnacle Society, an organization of the top 372

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PANEL OF INSIDERS Gary Adams Management Recruiters of Omaha Omaha, Neb.

Karen Levy Management Recruiters Atlanta North Inc. Atlanta, Ga.

Chuck Hansen MRI Jacksonville Jacksonville, Fla.

Kevin Lewis Lewis Associates Technical Recruiters Littleton, Colo.

Jill Herrin J&D Resources Inc. Memphis, Tenn. Tim Lawler MRI Mequor, Wis.

George Liou president Comrise Technology Haxlet, N.J. Ed Lipinski president E.J. Ashton & Associates Ltd. Lake Zurich, Ill.

Susan Roberts executive director International Association of Corporate and Professional Recruitment Winnetka, Ill. Arthur Young Management Recruiters of Stanhope Stanhope, N.J. Steven Yunger manager Healthcare Recruiters International Eden Prairie, Minn.

75 recruiters in the country. This organization holds conferences twice a year to discuss trends in the industry and to exchange information on improving and maintaining professional standards of practice.

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Y

ou have money to invest but you don’t know where or how to invest it. Or you know what you want to do with some money, but you need someone to do it for you. Stockbrokers traditionally have provided two basic services, whether in person, over the phone, or online: (1) Giving you information and advice about stocks, bonds, mutual funds, and other investments and (2) selling you the investments that you choose to purchase. Later, if you wish, the broker will also help you sell those investments. When you buy or sell, the broker makes a commission, which compensates the broker based on how often you traded. Today, while the two basic services remain the same, the way they are delivered and charged for has changed substantially with the advent of online investing. While brokers once described themselves as one of three types—full-service, discount and online—the lines between those categories has blurred, as you’ll see. More than ever, you must consider your needs and the degree of service you require and then choose the brokerage firm that will give you the service you want at the price you want to pay. As always, careful investors need to remember that stockbrokers are still salespeople, but that many are very skillful and knowledgeable about the stock market. Investors can also take some comfort in the fact that the trading of stocks is tightly regulated by the federal government.

Chapter 47

Stockbrokers

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Where to Begin Before you’re ready to choose a stock broker, you’ll have to do a little thinking about what kind of investor you are and how you like to operate. Which of these statements best describes you? ■ You like to talk things over, weigh all the angles, check every source of information you can before you make a decision. You are a good candidate for a full-service broker in its traditional role. ■

You have no trouble making decisions on your own,

you prefer to do your own research and you don’t want to pay someone to do it for you. A full-service broker’s “discount”-style program or a discount broker is probably the way to go. ■

You fit the second description, and you use the Internet a lot to shop and track down information. You’d

probably be happiest with an online broker. Before seeking the services of a stockbroker, you must also be clear about what your investing goals are, how much time you have until you will need your money for those goals, what your total net worth is, CONSUMER RESOURCES AND PUBLICATIONS National Association of Securities Dealers (1735 K St., N.W., Washington, DC 20006; 202-728-8000; www.nasd.com). The NASD offers a public disclosure program to help investors select a broker or brokerage firm (see pages 379-380). This service is now available online or through a hotline at 800-289-9999. Securities Investor Protection Corp. (805 15th St. N.W., Suite 800, Washington, DC 20005; 202-371-8300; www.sipc.org). The SIPC protects investors against losses caused by a financial failure of a broker-dealer registered with the

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Securities and Exchange Commission. It does not protect investors against a change in the market value of investments in the investors’ accounts. Weiss Ratings (4176 Burns Rd., Palm Beach Gardens, FL 33410; 800-291-8545; www.weissratings.com). This company evaluates most large brokerage firms as well as nearly 10,000 mutual funds. No compensation is accepted from the firms evaluated. Two online sites that evaluate online brokers are wsj.com and gomez.com

Chapter 47 STOCKBROKERS and how much risk you can tolerate. And, although you may seek help and advice from your stockbroker in reading and interpreting financial reports, the experts suggest that you also learn how to evaluate the information a stockbroker provides you. One’s personal financial situation may be one of the few remaining taboo discussion topics in this country. However, to work productively with a broker, particularly if you choose one as a financial planner, you will have to lay your cards on the table. Whatever type of brokerage service you choose, a broker places orders for stocks you order. Independent thinking and the ability to evaluate information are still the client’s responsibility. You need to learn how to analyze company financial statements and then you need to look at dozens of them to hone your skill. This is even more important today, the experts say, because many of us learned investing in a bull market. What we did not concurrently learn, the pros add, is valuation (so-called intrinsic stock value).

Remember, despite what some people would have you believe, no one ever can predict with 100% accuracy what the stock market is going to do.

Experts warn that many brokers have a similar 4 TIP: problem: In good times brokers who are not very knowledgeable can hide their shortcomings.

What to Look For What you need to look for again depends on the degree of service you want. Let’s consider this in terms of the traditional categories of brokers:

Full-service Broker Remember, despite what some people would have you believe, no one ever can predict with 100% accuracy what the stock market is going to do. There is an element of gambling to investing. If you will be looking for a full-service broker, then a broker’s experience and a good track record suggest that you are dealing with a professional who can analyze salient factors. So the best place to begin to find a good broker is to poll your friends and colleagues and find out which ones 377

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have been happy with their brokers’ performance over a fairly significant time period. (Anyone can call some lucky shots, so you need to know how well a broker has done long term.) Quiz your friends as closely as you comfortably can about their investment goals and styles: Are they buy-and-hold type of investors or do they trade frequently? ■ Do they favor stocks or bonds? Do they prefer small companies or large? ■ Are they in contact with their broker frequently or only once in a while? ■ Are their phone calls returned? ■ What do they think of the firm’s account statements? Are they easy to understand or confusing? ■ What about research reports—does the broker provide them and other backup for his or her investment recommendations? ■ Finally, knowing what they do about you, would your friends recommend their broker to be your broker? ■

This process will produce a few names for you to pursue. Call the most promising of the recommended brokers and tell them where you got their names. Briefly outline your investment goals and make an appointment to meet at the brokers’ offices. There, inquire into the brokers’ experience and educational background, both academic and professional. It is important to find out how long the broker has been with the firm and how frequently the broker has changed jobs. Many brokerages hesitate to fire brokers, but brokers with a poor performance or service record will be asked to leave. Ask about their approach to investments in general: Do they specialize in any particular area, or do they generalize? You can ask such questions as: ■

How much of your business comes from stocks and how much from bonds? What kind of stocks? What

kind of bonds? How do you choose stocks? ■ What is your track record in choosing stocks? ■

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What

Chapter 47 STOCKBROKERS methods for evaluation do you use? How have the various kinds of stocks picked by the firm’s analysts performed for investors with goals, assets and risk tolerance similar to mine? ■ How often will you call me? The client should not be ■

the one who initiates every interaction. A college degree is not required for licensure as a stockbroker, but training in fields such as finance, marketing, general business, or banking can be helpful. Many brokerages offer in-house training and continuing education to their staff. ■ How do you stay current in this field? What kind of continuing education do you do? Do you participate in in-house training courses? ■

What is your educational background?

■

What is the focus of your firm’s research department?

Most firms have prejudices or limitations when it comes to research. Some research departments have more experience analyzing certain industries. Some do not bother with small companies. ■ How do you charge? (More on this below.) ■ How do brokers in the firm work together? Would I ever be consulting with someone else in the firm? If you are a new client to a brokerage firm and you don’t have a referral to a specific broker, the firm will want to assign you to a broker. These questions become even more important, because you won’t have had the advantage of prescreening the broker. STATS & FACTS: To be licensed to practice as a stockbroker, the candidate must be sponsored by a brokerdealer to sit for the National Association of Securities Dealers Series 7 examination. Passing the Series 63 exam allows the stockbroker to practice in any state. Prospective brokers must also submit to an FBI background check to be licensed.

Always check the information a broker provides 4 TIP: about his or her background. The National Association of Securities Dealers Regulation (NASDR), the broker379

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A broker should ask about your goals, your resources and your risk tolerance before he or she is in a position to advise you.

age industry’s self-regulatory organization, is the main source of information on a broker’s history. By calling the NASDR at 800-289-9999, or visiting its Web site at www.nasdr.com, you can find out about: customer complaints against a broker, whether he or she has been the target of any disciplinary actions by the NASDR or other agencies, and whether he or she has lost arbitration claims (almost all brokerages require you to settle disputes by arbitration rather than by going to court). Your state’s division of securities regulation (variously called Department of Corporations, Department of Law, State Corporation Commission, or Secretary of State) maintains similar information. If you can’t find the right agency, call the North American Securities Administrators Association (202-737-0900) and ask for your state’s number. Note what kinds of questions each broker asks about you and your financial situation. A broker should know your goals, your resources and your risk tolerance before he or she is in a position to advise you. Because the money you make through investing has major tax consequences, a broker should be concerned with the federal, state, and local tax implications of your investment decisions. Your interests and the broker’s interests should be the same: to lay the seeds for a long-term, mutual beneficial relationship. If a broker shows little interest in finding out your financial position and goals, and instead presses you with a sales pitch on getting rich, scratch that one off your list and make plans to interview the next one. Ideally, you’ll find the right combination of service, quality of advice, quick executions, and low price for your needs. Full-service firms traditionally have charged a commission every time you buy or sell. Commissions vary according to the number of shares, type of shares, and the dollar amount of the trade, but on average you can expect to pay about 2% of the value of the transaction. As you make larger transactions, the percentage bite for the commission

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Chapter 47 STOCKBROKERS gets smaller. If you’re wondering, the broker and the brokerage firm divide the commission, with the broker getting about 40%. Another option is a fee-based program, sometimes known as asset-based fees. A brokerage’s program might cost, say, 1% annually for stocks and stock mutual funds and 0.3% for bonds. This arrangement eliminates the conflict of interest inherent when you only pay commissions, where the more trades you make, the more the broker earns. However, if you don’t trade much, a fee-based arrangement probably won’t save you much. There’s also usually minimum-size account. For example, to take advantage of a 1% rate with a $1,500 minimum annual fee, you must have at least $150,000 to invest. Some full-service brokerages now offer trading online for a flat fee-per-trade (for example, $30). For that price, you won’t get advice from a live broker, but you will get access to the company’s research and other Web-site features, such as the ability to screen stocks and funds, educational materials, and financialplanning calculators.

Discounters’ first order of business is fulfilling your order, period.

Discount Brokers Discounters, such as Fidelity, Schwab, and Quick & Reilly, don’t make specific buy and sell recommendations for your account. Their business is fulfilling your order, period. That said, some discounters offer some of the same services as full-service brokers, particularly research, although on a more limited basis. A discount broker should charge you trading commissions 30% to 70% less than a full-service broker, and maybe even less than that. If you decide you want to work with a discount broker, consider more than the commissions you hope to avoid. The biggest issues are speed, accessibility, and how well they execute orders.

Online Brokers Your choice of an online broker should depend mostly on how fast you turn over your portfolio—that is, how often you buy and sell. If you’re a frequent trad381

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Almost all online brokers offer free, real-time stock price quotes, which are helpful if you are about to place a trade.

er, you’ll probably be happiest with a firm whose commissions are less than $10 per trade. If you’re seeking an online broker but think you might also want the advice and counsel of a professional, then you might consult a broker that offers a relatively inexpensive price per trade but also offers the advice or research that you desire. For example, almost all online brokers offer free, real-time stock price quotes, which are helpful if you are about to place a trade. Many brokers now offer year-end cost-basis information on mutual funds and stocks you sell, which makes doing your taxes a lot simpler. Many online investors erroneously believe that orders placed online go directly to an exchange, in real time, and that they are gaining a time advantage trading electronically. These orders, in fact, go through an established maze of brokers and electronic sites before reaching an exchange.

STATS AND FACTS:

Many investors are unaware of the hidden costs of executing a stock trade, or of the ways that brokers and other market participants can jack up the costs of trading. Most important is payment for order flow. This is money a broker receives for routing stock orders to a particular market participant (the market participant is the firm that actually executes the trades). Some online brokerages charge inactivity fees if you don’t trade, particularly on small accounts. Although customer service in the online portion of the industry is getting better, many clients still have trouble reaching online brokers by telephone or accessing online broker Web sites. It can take significantly longer to transfer accounts from an online broker than to transfer them from a traditional broker.

Red Flags Be cautious about letting a broker with less than five years’ experience handle a significant amount of your investment money. 382

Chapter 47 STOCKBROKERS Brokers should ask you questions that will enable them to determine your specific financial goals. Everyone wants to make money in the market. But maybe you are hoping for a certain return by the time your oldest child is ready for college. Find another broker if the one you are working with doesn’t seem interested in the details of your financial plan. A broker should inform you of the risks involved in an investment and shouldn’t mislead you about the nature of those risks. The Securities and Exchange Commission requires brokers who recommend specific stocks to know whether that stock is suitable for the client, and if buying that stock is consistent with the client’s risk tolerance and investing goals. The status of this and other client protections have not yet been firmly settled by the SEC for the online environment. It’s illegal for brokers to trade excessively in order to run up commissions. You’re probably being “churned” if you find yourself paying 10% to 12% or more in stock commissions and the stocks in your portfolio are turning over several times a year at the broker’s recommendation. Unless you sign a contract giving your broker discretionary authority over your account (which you shouldn’t do), the broker can make no trades without your permission. If your broker makes unauthorized trades, don’t waste any time before complaining. The longer the delay, the more convincing the broker’s attorney’s argument that you “ratified” the trade. “Failure to obey” is how the industry describes a broker’s failure to execute a trade you called in or a lengthy delay that caused you to miss an opportunity. Even if it’s a mistake, you have grounds for a complaint. Some brokers still tend to take men more seriously than women when it comes to financial matters. If you are a woman and feel that a broker is not fully answering your questions or suggests that the information you request is too complicated for you to grasp, look for another broker. Online trading is fast-paced and generally easy for novice investors to use: There are often low mini-

If your broker makes unauthorized trades, don’t waste any time before complaining.

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Nothing is so urgent that a decision can’t wait until you have time to investigate the broker’s recommendation.

mums required for the investment, instructions to guide you through the process, and onsite tools, such as calculators. As a result, it’s easy to get caught up in the process, start to treat online investing as a game, and forget that you are not playing with Monopoly money. Experts advise that one old rule still holds: Investors need to think long term. Because there is little thinking time built into the online trading process, it is a good idea to put some safeguards in place for yourself. If you suspect that something illegal or unethical is going on with your account, you should first notify the broker for an explanation and resolution of the problem to your satisfaction right away. If you don’t get satisfaction, complain to the broker’s boss, the branch manager. The next level up is the firm’s headquarters office, where you should address your complaint to the compliance director. Your success at this level will depend on how well you have documented your case. If you don’t succeed, your next step may be determined by your original agreement with the brokerage firm, which is likely to have specified arbitration to settle the dispute. For more information about securities arbitration, visit the Web sites of the National Association of Securities Dealers (www.nasdadr.com), the New York Stock Exchange (www.nyse.com), and the American Stock Exchange (www.amex.com).

Other Considerations A good full-service broker will keep you informed about market developments that may affect your portfolio. But that doesn’t mean you have to approve every suggestion, or even respond right away. Nothing is so urgent that a decision can’t wait until you have time to investigate the broker’s recommendation. If you receive an unsolicited investment suggestion from a broker you know and trust, you should give the topic your full attention. If you’re distracted, tell the broker to call back or arrange to return the call. Consider whether the suggestion fits into your in384

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PANEL OF INSIDERS Robert L. Bagby chairman and CEO A.G. Edwards & Sons Inc. St. Louis, Mo.

Gregg Jahnke David W. Tice & Associates Inc. Dallas, Tex.

Stephen Harbeck general counsel Securities Investor Protection Corp. Washington, D.C.

John C. Yeoman Jr., CFA North Georgia College and State University Dahlonega, Ga.

vestment plan. A phone call out of the blue isn’t the time to change your plans. A broker with your interests in mind will know better than to push you in a direction you’ve said you don’t want to go, but may genuinely feel that this is a superior opportunity. If it does seem appropriate, is fairly presented, and you proceed, that’s your choice. It’s a good idea to ask how long the broker believes you should hold the investment and why. And find out what it would take to get your money out of the investment. When a broker hands you a prospectus, ask what could happen to prevent the assumptions given in the prospectus from holding.

Trends Even some of the traditional brokerage firms that resisted establishing online trading services for clients are pleased that technology has enabled them to give their clients information efficiently and quickly. This move is allowing full-service firms to attract a new breed of investors, who are more demanding. Some want to trade online for as low a cost as possible. Even more want to use a brokerage for information or guidance but aren’t willing to pay full-service commissions. More traditional brokers are opting to practice as

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financial planners, and most charge a flat percentage of the client’s portfolio.

Insider Facts Nearly 75% of new brokers are not still practicing in the field five years after they begin. See also the profile of Financial Planners.

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oday nearly everyone travels, and the travel industry sees no lull in sight. We travel for business or pleasure, so often that the travel industry is the secondlargest employer in the world today. It supports a $1.5-trillion consumer industry.

STATS AND FACTS: According to the Advanced Travel Network, the typical retail travel agency sells travel services worth $1 million to $3 million per year. The large agencies, of course, sell more.

Older Americans travel less often than other age groups, but when they do go, they go in style because they have both more time and more expendable income. Given the fact that this age group is the fastestgrowing segment of the population, the travel industry is beginning to look carefully at the travel preferences of Americans over age 55. Meanwhile, travel and tour agents are busy serving those who are age 25 to 44, who seem to be beating a path virtually everywhere. According to the Travel Industry Association of America, a large number of these young travelers are as interested in moving about once they arrive at their destination as they are in getting there. The three most popular vacation activities today are camping, hiking, and biking. Moreover, nearly one-half of all adults in the country, according to the association, have taken an adventure trip in the past five years. Children are also being groomed to appreciate travel. Over the past ten years, the number of children

Chapter 48

Travel and Tour Agents

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accompanying a parent who is traveling on business has increased fourfold. Moreover, family travel accounts for nearly 75% of all vacation travel done by Americans. This fact has not been lost on the travel industry, which offers special packages for grandparents wishing to see the world with a grandchild, and parents who want to celebrate special anniversaries by traveling with married children and grandchildren. In deciding where to go and how to get there, Americans seek ideas from friends and family or from travel agents, in almost equal numbers. Agents are still the preferred source for obtaining travel prices, making reservations, and putting together complicated or foreign travel itineraries.

Where to Begin Friends and family frequently volunteer information about travel experiences, both good and bad. Confirm these opinions with a call to the American Society of Travel Agents (ASTA) to see whether the agencies you are considering working with are members. ASTA has a strict code of ethics and guidelines members must follow. CONSUMER RESOURCES AND PUBLICATIONS American Society of Travel Agents (1101 King St., Suite 200, Alexandria, VA 22314; 703-739-2782; www.astanet.com)

United States Tour Operators Association (211 E. 51st St., Suite 12B, New York, NY 10022; 212-599-6599; www.ustoa.com)

Association of Retail Travel Agents (2692 Richmond Rd., Suite 202; Lexington, KY 40509; www.artaonline.com)

PUBLICATIONS

Travel Industry Association of America (1100 New York Ave., N.W., Suite 450, Washington, DC 20005-3934; 202-408-8422: www.tia.org)

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Travel Trade Travel Weekly Leisure Travel News Portholes

Chapter 48 TRAVEL AND TOUR AGENTS Then call a few of the listed agencies and find out whether they have someone who specializes in the place you want to visit or the kind of travel you want to do. Many agencies now have destination specialists, agents who have traveled extensively in an area or have lived in a spot and can therefore give firsthand advice and information. If you are planning to work through a tour agency, request literature about the tour you are interested in and read it carefully. A respected travel agent is a good source of information about touring agencies that you might be considering. Make sure the agencies are members of such professional organizations as the U.S. Tour Operators Association, which also holds members to a high level of performance. (You’ll find more advice on tour agencies later on.)

Travel agents deal in dreams. The agent’s task is to match, as closely as possible, clients’ expectations to reality.

What to Look For Most of us travel with the expectation of encountering the new and the unexpected, but we want our travel surprises to be pleasant ones. That is where a good travel agent comes in. According to one expert, travel agents deal in dreams. The agent’s task is to match, as closely as possible, clients’ expectations to reality. This is a skill that gets better with practice, so it is useful to know exactly how long an agent has been in the business. Work with an agent who has at least five years’ experience. The travel industry is an information-intensive business. An experienced agent knows how to work through the data quagmire—including the more than 100,000 daily changes in airfares among the more than 5 million fares in the agent’s data bank.

STATS AND FACTS:

Ask about credentials. An agent who has taken the trouble to earn the CTC (certified travel counselor) from the Institute of Certified Travel Agents has completed 200 hours of study and has five years of fulltime professional work experience in the industry. This 389

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Good agents should be willing to do the necessary research to provide you with competitive information.

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certification must be renewed every five years. (The initial certification, certified travel associate, requires 18 months’ full-time experience, in addition to passing a course of study.) Some agents have also earned the designation of DS (destination specialist), which means the agent has additional interest and experience with a particular country or region of the world. The travel industry is constantly changing. Look for an agent who frequently updates his or her skills, who has recently learned new computer skills or programs relevant to the industry, or is working to maintain or receive certification. A travel agency will take a deposit in advance for a product that you will collect and use at a later date. A cruise or a grand tour can involve a significant amount of money. For that reason you need to know that the agency is financially stable. Ask where the agency banks. Check with ASTA to make sure that no complaints have been filed against the agency. (See also the reference to escrow accounts, below.) You should feel comfortable talking with the agent, because you will need to honestly discuss both your travel dreams and your everyday realities (how much you can really afford to spend). You also need to feel free to explain any vital eccentricities that might affect your enjoyment of the planned trip (say, you sleep with a five-foot body pillow that will need its own seat on the plane). A good agent will ask plenty of questions about your previous travel experience, what you liked and didn’t like, what kind of accommodations you prefer, which airlines you will use or won’t use. A good agent will keep all this client information on file—a service that can greatly speed up the process of getting you where you want to go. In short, good agents should be willing to do the necessary research to provide you with competitive information. They will recommend several travel options, explain restrictions and penalties, give you any help you need in such matters as obtaining passports and required inoculations, obtain amenities (such as escorts)

Chapter 48 TRAVEL AND TOUR AGENTS and value-added benefits for you, and will be available to solve problems should something go wrong. (Some agents give clients their home phone numbers and encourage them to call if they run into a problem.) Agents should use their buying power on your behalf. An agency that buys several thousands rooms from a hotel chain in a year should be able to command a much better price for you than you could get working on your own. The touring end of the travel business is booming today. The good news for tour agencies is that so many travelers are interested in ecotourism or adventure or cultural tours. The bad news for travelers is that anyone can place an ad as a tour agency. There is no specific licensing for the service and no policing body. Because both travel agencies and tour agencies are fairly unregulated, caution is advised. Working with a travel agency that has been around for a while is a good idea. Checking with the Better Business Bureau in the city where a tour agency is based is not a bad idea.

Anyone can place an ad as a tour agency. There is no specific licensing for the service and no policing body.

Ads and literature from tour agencies should con4 TIP: tain details. For example, are names of specific hotels mentioned? (Lack of specificity in this regard may mean that the company has not locked in reservations.) Are the meal programs spelled out? (The difference between a $120-a-day plan and a $180-a-day plan may mean the difference between a preset menu and and an a la carte one.) Who are the actual tour leaders— agency owners, employees, or interns? Owners of small tour companies often conduct the tours themselves. Midsize to large tour companies typically hire knowledgeable guides or train them in-house. Either practice is fine, but it is probably chancy to take a tour with an intern who is conducting a tour without a more experienced guide along. If experience and a proven track record are important qualifications for a travel agency, they are doubly so for a tour agency. It takes years to develop a strong network of land operators, those people and 391

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You should work with a tour agency that is bonded and that puts your money in a trust or escrow account prior to your travel.

companies who provide such services as lodging and transportation at various destinations. You could ask the tour agent for the names of some of their land operators, including hotels, and contact these operators on your own. What has been their experience working with the tour agency? You should work with a tour agency that is bonded and that puts your money in a trust or escrow account prior to your travel. Find out about the agency’s deposit and refund policy. It may be awkward, but you also should ask the agent to tell you what happens to your deposit if the agency goes under (not an unknown occurrence in this part of the travel industry). It is also wise to ask how many tours are cancelled by the agency each year and what happens when cancellation occurs, say, because too few people sign up for a tour or because of political unrest at the destination. Many tour operations work on a pretax profit of only 1% to 3%. Most make their money on float (the interest paid on your money between the time you pay the agency and the time the agency has to pay all its service suppliers).

STATS AND FACTS:

Ask about the background of the tour group leaders, the people who squire travelers about on the tour: ■

What specific training for leading tours do they have?

Many in the tour end of the travel industry previously worked for other tour operators, airlines, or travel agencies. ■ What educational background (a degree in Chinese art history, ten years’ experience as a nautical archaeologist) qualifies them to lead this particular tour? ■ Ask how leaders are chosen. For example, commonsense and good outdoor skills should be required by an adventure touring agency hiring guides. How do they find guides with these qualities? ■

Traveling with a group of strangers can be an exhilarating or an irritating experience. Are tour leaders

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Who is the backup leader, in case a tour leader becomes ill on the trip?

Many of the best touring agencies employ people 4 TIP: living in the area of the tour as in-country guides. It is important to find out how the touring company handles safety issues. Does the company read reports from the U.S. State Department concerning advisability of travel in certain countries? Does it contact the Centers for Disease Control and Prevention about possible health concerns in various areas of the world? Ask to see a written itinerary of your proposed trip. The trip should be properly paced so you can fully experience a new culture or place. There should be some unique opportunities available, perhaps dinner in a private home or the opportunity to spend time in a school. In addition, most good touring agencies will provide you with materials to read before you leave. Ask to see some samples. Also ask for references. Call these persons. Would they travel again with the touring company? What did they like and not like about their touring experience?

Ask to see a written itinerary of your proposed trip. The trip should be properly paced so you can fully experience a new culture or place.

TIP: Travelers have a right to expect to receive good 4 quality for money spent. On the other hand, agents

are not responsible for some of the changes that have occurred in the industry. Agents, for example, can’t do much to help seasoned travelers who remember the days when airplanes were uncrowded and usually on time.

Red Flags From your first contact with an agent, you should feel that he or she is both interested in providing you service and available to answer your questions. Difficulty in reaching tour operators or agents is not a good sign. Neither is a slow response to your inquiries. If the operation appears to be running on a shoestring (requires an unusually large deposit, or is unable 393

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to provide you a detailed itinerary well before departure), be aware of the fact that one of the first places a low-budget operation cuts its costs is by using operators who might not be insured. Carefully review the literature you are given by a travel agency or a tour company. “ABC or comparable” means that the company does not book reservations. This means that the operator may be scouting for rooms after arrival at a destination and that tour members may be placed in small hotels all over town. (This can greatly increase the time necessary to get everyone together and on the road in the morning.) A tour or travel agency does you no favor if it pushes you into an experience beyond your level of comfort or physical capability. Agents should ask questions to enable them to have a clear picture of not only what you would like to do, but also what you can do. Write down all information you are given. If the agent quotes one price and later quotes another price for the same service, you may be in for more surprises. Once on a tour, watch for problems such as lack of 4 TIP: punctuality, a trip that is significantly over- or underbooked, or dangerous equipment, such as a bus that seems to have poor brakes or rafts without flotation devices for individuals. This information is useful in planning your next adventure.

Other Considerations A few years ago, airlines capped travel agents’ ticket commissions at $50. Two years later, the airlines announced they were cutting agents’ commissions on domestic tickets by 20%. These announcements, unhappy news for travel agents, also surprised travelers who had previously assumed that travel agents had been charging for booking services all along, when, in fact, they hadn’t, and those who worried that agents would begin to charge for services. (In fact, when Thomas Cook opened the first travel agency in England in 1870, a precedent was set that free service would be 394

Chapter 48 TRAVEL AND TOUR AGENTS given to clients, and that suppliers, such as ships, trains, hotels, and restaurants, would pay agents for bookings and referrals. For 128 years, until the airlines decided to drastically cut payments to agents, this method held.) One of the big catalysts for this change is online booking of flights, which has deemphasized the role of the travel agent. Many industry experts also expect the role of the travel agent to evolve from emphasis on making reservations to emphasis on giving advice and providing collateral services, such as arranging for house and pet care for traveling clients.

Trends Adventure travel is turning softer. Adventure travelers, particularly families and seniors, are looking for more comfort. Travel at all levels is also becoming much more participatory. There is, in fact, a growing global partnership in travel and tourism. For example, ecotouring companies want the approval of the countries they wish to visit before they bring guests in. Touring companies also desire to partner with destination countries to provide travelers with the opportunity to become part of the culture for a brief while by giving short-term volunteer service to schools and hospitals.

Insider Facts The line between profit and loss is fairly thin in the travel industry. Agents earn about a 7% commission on car rentals, about 10% on hotel bookings, and about 10% on cruise bookings. This is before deducting overhead, which in this industry is significant. This narrow margin means that agents, who are being squeezed by airlines, will be looking for other ways to make up lost commissions. Many local operators from destination countries are now competitors rather than working colleagues of U.S. agents. To satisfy changing laws and regulations requiring foreign companies to hire natives, U.S. com395

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PANEL OF INSIDERS Tom Grasse vice-president, marketing International Expeditions Inc. Helena, Ala. Suzanne Hall IST Cultural Tours New York, N.Y. Andrea Holbrook Holbrook Travel Gainesville, Fla. Helena Koenig Grandtravel Chevy Chase, Md.

Christopher Kyle president Nature Expeditions International Tucson, Ariz. Wanda and Bill Mattiace and Sandy and Paul Nelson Adventure Travel Las Cruces, N.M. Robert Maynard Country Walkers Waterbury, Vt. James Murphy Brendan Tours Van Nuys, Cal.

Mary Zoe Neubecker Stan-Isle Travel Stanwood, Wash. John Stachnik president Mayflower Tours Downers Grove, Ill. Robert Whitley president U.S. Tour Operators Association New York, N.Y. David Wiggins American Wilderness Experience Boulder, Colo.

panies may be forced to team with these local operators, who may be less concerned than U.S. agents with providing a good level of service.

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ne sign of changing educational times is that hiring a tutor for a child or for oneself is now a status symbol instead of a stigma. Tutors, which come in a variety of packages, from peer to PhD, are hired to provide the individualized attention that crowded classrooms fail to give to students who are having trouble with just one subject; to high school students bent on gaining admission to a top-ranked college; to children or adults with visual or hearing impairments; to gifted children; to homebound students; to students with learning disabilities, such as dyslexia or attention deficit disorder; and to students who have fallen behind in their classes. A tutor has a straightforward goal: to help the student become a successful learner. Tutors use a variety of methods, based on the learner’s need, to achieve this objective. Professional tutors are teachers who have specific training in tutoring. They know how to diagnose the learning difficulty and create a plan for overcoming the problem. They are experts in individualizing and encouraging.

O

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Tutors

Where to Begin Before hiring a tutor, it is a good idea to sit down with your child’s teacher to get a clear idea of the problem. A child may be flunking science, but the reason for the failure could be lack of reading skill, an undiagnosed need for glasses, difficulty concentrating because of family problems, or a lack of the necessary background 397

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to understand the material because, in the child’s previous school, the basics were not covered. Tutoring may also be helpful for children who get a generally poor report card, or hate going to school, or are extremely frustrated or upset about their school performance. Because of the way school curriculums are struc4 TIP: tured in this country, certain learning difficulties tend to appear in certain grades. Many children, for example, experience reading problems in first grade, math or reading problems in fourth grade, and trouble with content courses, such as history or American literature, in ninth grade. If the difficulty persists for more than a couple of months, it may be a good idea to consider tutoring. Teachers and school counselors, other parents, pediatricians, and psychologists are good referral sources for names of tutors in your area. Some schools and teachers are tutor-friendly and 4 TIP: others are not, because they feel that the need for a tutor reflects on the quality of teaching in the school. Reassuring the teacher and other staff that you do not blame them can go a long way toward gaining their cooperation in getting your child the necessary help. The student should participate in selecting a tutor. Tutoring is a personal process, and a good personality match is important. Furthermore, tutoring doesn’t work unless the child is an active participant. Tutoring requires the cooperation of teachers, parents, the tutor, and the student. STATS AND FACTS: A recent study by the Institute for Social Research at the University of Michigan showed that the total time, in and out of school, spent studying by children ages 3 to 11 in this country increased 50% over the past 20 years.

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Chapter 49 TUTORS

What to Look For There are several kinds of tutors: professionals, peers, and adult volunteers. Once you identify the specific difficulty you need to address, you will know the kind of tutor you need. Professional tutors work independently and on the staffs of national, commercially run learning centers. Some professional tutors are content specialists in areas such as reading, math, chemistry, or languages. They are experts in diagnosing learning problems and designing methods and exercises to solve those problems. They can help students learn how to learn, fill in missing background, and motivate them to take greater pleasure in learning. In addition, professional tutors, many of whom are former teachers, are able to work comfortably with each student’s teacher. Learning centers, which are a boom industry in this country, deal with a variety of learning problems. Each “brand” of national learning center tends to have highly defined methods and emphases. Some concentrate on developing math or reading skills, others on developing study skills or prepping for tests. Rewards and incentives are a common part of the learning process in center tutoring programs.

The student should participate in selecting a tutor. Tutoring is a personal process, and a good personality match is important.

Peer tutoring is common in many public- and privateschool classrooms. A third-grader may be assigned to work with a kindergartener as she practices basic reading skills, or a fifth-grader may check arithmetic homework with a first-grader. Typically, peer tutors volunteer for the work and then are given an appropriate assignment. There are local and national volunteer tutoring programs, many of which focus on basic literary skills. Vol-

unteers work individually with students, man homework hotlines, or review homework. Universities that have teacher-training programs often encourage their students to become involved in these volunteer tutoring activities. 399

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Whether you choose to work with a professional, a college student, or an adult volunteer, you should ask the tutor to describe his or her philosophy of tutoring, exactly which methods will be used, what kind of results can be expected, and how often the tutor will let you know about your child’s progress. Bottom line: Does what the tutor says seem to make sense in terms of your child? Certification by the National Tutoring Association or another professional organization, such as the Association for Educators in Private Practice, is a good indication of both professionalism and expertise.

Red Flags Each type of tutoring has advantages and disadvantages: ■ Private tutors can give one-to-one attention, but some private tutors focus on completing homework assignments and preparing for upcoming tests, and spend too little time on building basic skills and good study habits. ■ Learning centers can be very effective in dealing with reading or math problems, but tutoring in a center usually takes place in a group setting, and you have little say in choosing the tutor who will work with your child there. CONSUMER RESOURCES AND PUBLICATIONS Association of Education Practitioners and Providers (104 W. Main St., Suite 101, P.O. Box 348, Watertown, WI 53094-0348; 800-252-3280; www.aepp.org) College Reading and Learning Association (P.O. Box 6251, Auburn, CA 95604; 530-823-1076; www.crla.net) National Tutoring Association, the first nationwide online tutor referral

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(P.O. Box 154, Ashley, PA 18706; www.ntatutor.org) National Education Association (1201 16th St., N.W., Washington, DC 20036; 202-833-4000; www.nea.org) PUBLICATIONS

Journal of Developmental Education NTA Newsletter NADE Newsletter

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can be very successful for children with minor learning deficiencies, because children respond well to working with other children. But no child tutor can be expected to handle serious learning problems. Peer tutoring

STATS AND FACTS: Private tutoring fees average $65 to $400 per hour, depending on where you live and what problem is to be addressed. Learning centers charge a flat fee for diagnostic testing and then $18 to $40 per hour for tutoring services.

Other Considerations

A good tutor will be able to adapt to your child’s learning style and will begin at the level at which your child is comfortable.

It is important to know just how progress in tutoring will be assessed. A happier learner, improved grades, and better test scores on basic skills are all legitimate goals, but knowing whether the goal has been reached is easier to determine in some cases than in others. You should receive a complete tutoring plan, including methods for determining achievement, before actual work begins. A good tutor should not mind if parents occasionally sit in on sessions. Research in learning theory suggests that some people are auditory learners, others visual learners, others tactile learners. A good tutor will be able to adapt to your child’s learning style and will begin at the level at which your child is comfortable. Short tutoring sessions tend to be more effective than longer ones. Because student retention is an increasing problem 4 TIP: on many campuses, most colleges and universities offer their students a broad range of tutoring services, such as writing centers, foreign-language labs, and study groups designed to improve performance in specific classes. If a child is to learn that learning is fun, the tutoring sessions should reflect that possibility.

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Online tutoring services now offer roundthe-clock, live help. This service tends to be more useful for small, specific problems.

Trends Online tutoring services now offer round-the-clock, live help. This service tends to be more useful for small, specific problems, such as the need for help with a French translation. Some schools give students who do not have home access to a computer free access to these online services. The online services are provided by a diverse group of sponsors—public libraries, tutoring centers, private tutors, software companies, and educational organizations that wish to link prospective tutors with students looking for help. Many of these services are free. Others are provided free but with advertising that encourages you to purchase educational products. Some sites link you to a for-hire tutor. Education professionals see anonymity as one of the possible strengths of online tutoring, eliminating the biases that have sometimes worked to the disadvantage of females or minorities in classrooms.

Insider Facts Studies conducted as early as World War II suggested a possible connection between moving and learning. A few learning centers and tutors have incorporated this theory into an approach that encourages students to pace, run, jump, or dance while learning. Some experts believe that too many schools still emphasize memorization of information. Students need to understand how the learning process works and to know why they are asked to do what teachers want. Good tutors can help a student understand what is happening in the classroom. Because some older teachers are not comfortable with computers, parents are hiring tutors to help their children learn to use this basic tool. Tutoring professionals are aware of the fact that schools often have one image of a child and the parents another. A skillful tutor can help the school and the family develop a more realistic picture of each child’s strengths and weaknesses, and help students use their strengths to overcome their weaknesses. 402

Chapter 49 TUTORS By federal law, children with disabilities are eligible for educational assistance. However, because of the expense of special programs, many schools do not take the initiative in letting parents know their children are eligible for help. Tutoring is a service often available through state or federal programs. Tutoring is an $8-billion-a-year business in this country. Although the majority of tutors are hired to work with individuals, tutors are also employed in the business world. Corporations may hire a tutor to work with attorneys or managers who have trouble writing, or with secretaries who need help with spelling and punctuation. Public-school education in the United States was designed to provide an opportunity for basic literacy for everyone. The system worked fairly well until the 1970s, when changes in the workworld, notably elecSTATS AND FACTS:

PANEL OF INSIDERS Darlene Buck learning skills specialist Northern Michigan University Marquette, Mich.

Lynne Master director Learning Disabilities Clinic Oak Park, Mich.

Edward E. Gordon, PhD president Imperial Consulting Corp. Chicago, Ill.

Thom Redicks president National Tutoring Resource Center Indianapolis, Ind.

Jennifer Hurd, PhD president-elect National Tutoring Association also, Academic Resource Coordination Harding University Searcy, Ark.

Chris Yelich executive director Association of Education Practitioners and Providers Watertown, Wis.

Mike Zenanko editor NTA Newsletter also College of Education and Professional Studies Jacksonville State University Jacksonville, Ala.

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tronic technology, required more and different skills on the part of employees. Today 80% of jobs require skills at the first-year college level. Public schools are not geared to give this kind of training, and few businesses are set up to pick up the slack. The net effect is that about 25% of the population in the United States can be considered well educated (functioning at least at that “13th-grade” level), about 25% of the country is functionally illiterate, and the middle 50% has some kind of difficulty at work. These facts, some observers believe, are one of the forces driving the current demand for tutoring services at all ages and levels.

404

A

rchaeologists believe that dogs have been our pets and hunting companions for nearly 20,000 years. And when we abandoned hunting and gathering for farming, our dogs, cattle, sheep, horses, and pigs joined us as allies in settlement and civilization. (In fact, statistics suggest that there have been times when it would have been hard to tell whether humans or other animals were running the show. In this country, for example, in the mid 1800s, the town of Urbana, Ill., had more hogs than it had humans. And during the same period in the West, cattle definitely outnumbered those riding herd on them.) Today, although few of us make a living from working with animals, nearly 60% of American households have at least one companion animal. The trend is for households to have more than one pet.

According to the American Veterinary Medical Association, there are 59 million cats, 52.9 million dogs, 12.6 million birds, 5.7 million rabbits and ferrets, 4.8 million rodents, and 3.5 million reptiles sharing our homes with us. STATS AND FACTS:

Chapter 50

Veterinarians

Some kind of veterinary care is probably as old as the bond between humans and animals. Animals were possibly their own healers for a long time. The Roman philosopher Pliny noticed that animals often treated themselves—as they still do—using methods such as eating grass, licking sores, and lying in the sun to warm stiff joints. Another Roman, Columella, a farmer who lived around 100 AD, described 60 animal diseases and 405

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suggested cures, some of which would be familiar to modern farmers. Formal veterinary medicine began several centuries ago. Through his studies of anatoCONSUMER RESOURCES my, the noted scientist Galen laid a foundation AND PUBLICATIONS for veterinary science. But it was the Arabs American Veterinary Medical who made the greatest advances in the field. Association (1931 N. Traveling across North Africa and later conMeacham Rd., Suite 100, quering the western tip of Europe, these Schaumburg, IL 60173; famed equestrians brought centuries of skilled 847-925-8070; www.avma.org) science, including knowledge of animals, to Spain. Later, Frederick II, ruler of Sicily, American Animal Hospital hired a team of Jewish scholars to translate Association (12575 W. Bayaud Arabic writing, thereby paving the way for EuAve., Lakewood, CO 80228; ropeans to begin the organized study of vet800-883-6301; erinary science. The first school of veterinary www.healthypet.com) medicine was established in France in 1762. In 1884, the University of Pennsylvania creatPUBLICATIONS ed the first veterinary college in the U.S. Journal of the American Veterinary Medical Association Veterinary Economics

STATS AND FACTS: More than 60,000 veterinarians currently practice in the U.S., but not all are in private practice. Some work for industry, while others are employed by the military, by research facilities and educational institutions, or by public health offices (where they monitor diseases spread by animals).

There are 26 schools of veterinary medicine in the U.S. The highly trained graduates of these schools have spent a minimum of seven years at university, often followed by several more years as interns or residents. The AVMA recognizes many specialties, including internal medicine, ophthamology, radiology, surgery, toxicology, neurology, dermatology, dentistry, cardiology, and behavior. However, only about 7% of the veterinarians in the U.S. are board-certified in a specialty.

Where to Begin Local cat and dog breeders are a good source of names 406

Chapter 50 VETERINARIANS of good veterinarians. Breeders know veterinarians and often have strong opinions about them. Similarly, friends who own animals can offer recommendations. If you need a specialist, the AVMA can give you names of specialists in your geographic area. For more serious problems, the organization can tell you which research centers and hospitals to contact. It is a good idea to look for a veterinarian before you need one. Particularly if you have recently moved to a new area, a veterinarian is a good source of information about local disease problems, groomers, boarders, and other matters that can make both your life and the life of your pet easier in your new home.

A veterinarian is a good source of information about local disease problems, groomers, boarders, and other matters.

What to Look For Good veterinary service begins before you reach the door of the clinic or hospital. The parking lot should be clean and have grass or other comfort stations for pets to visit before and after they see the doctor. Friendly receptionists and technicians can give you an idea of the kind of care your pet will be given. Ask to see the whole facility. The waiting room should be comfortable for both pets and owners. Examination rooms should be clean. And animals in a postsurgical area should look clean and cared for. There should be no unpleasant odors in any area. Although emergencies can throw off even the best organized clinic, generally the staff should have enough time to answer all your questions thoroughly. It is important to ask about emergency service after hours and on weekends and holidays. You need to know who covers for the doctors when they are unavailable. Find out about the range of services provided by the clinic or hospital, what methods of payment are accepted, and what the policies are for routine checkups. Memberships in such organizations as the American Animal Hospital Association and the American Association of Equine Practitioners suggest that high standards are being met. 407

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You should STATS AND FACTS: The average workweek for a private-practice veterinarian is 60 to 80 hours. It is often ask not only difficult for a veterinarian, even working such long about the hours, to make a living. Most veterinarians begin private practice with a school debt in excess of $100,000. training and experience of Red Flags the partners A veterinarian who routinely seems preoccupied or in the practice, hurried is likely to be the same in an emergency. Pay but also about attention to your pet’s reaction. Sometimes animals pick up on subtleties that we miss. If your pet does not part-time seem to like the vet (you can expect that the animal probably will not like some of the treatments), maybe veterinarians your pet knows something you do not yet know. employed by Beware the veterinarian who routinely orders a large numbers of tests. After doing an examination and the practice. taking a good history, a veterinarian should at least have an idea of the problem and treatment options. If the veterinarian comes up blank too often, find one who is more self-confident.

Other Considerations You should ask not only about the training and experience of the partners in the practice, but also about part-time veterinarians employed by the practice. There is a growing trend for veterinarians to work longer hours and weekend office hours. Many practices are using part-time professionals to cover these hours. It is helpful to both you and your pet to see the same veterinarian most of the time. Rapid technology advances have made it virtually impossible for the average small-town veterinarian to be on top of everything, but veterinarians who want to provide the best service will know their limits and will refer to a specialist, if necessary.

Trends The level of medical care available to animals is nearly 408

Chapter 50 VETERINARIANS keeping pace with that available to their owners. Although only a few leading animal hospitals offer transplants, cardiac catheterization, and neo-natal intensive care for your pets, such services do exist. More widely offered are CAT scans (no pun intended), orthodontia, transfusions, cataract surgery, and antidepressant medications. Holistic treatments available to companion animals include acupuncture, chiropractic manipulations, and Chinese herbal therapy. Most of these sophisticated services are expensive; for example, orthodontic treatment may run $1,500 and a transplant could cost in excess of $15,000. The average amount spent per year on veterinary service for the family dog is $250 to $300. Another trend in veterinary medicine is corporate clinics that house several practices and specialists under one roof. These centers tend to be extremely well equipped. A similar trend is the grouping of private specialists together. These groups often offer services previously available only at large research centers and hospitals.

Groups of private specialists often offer services previously available only at large research centers and hospitals.

Although only about 2% or 3% of animals have medical insurance coverage in the U.S., such insurance does exist to help defray some costs of keeping pets healthy. To decide whether such coverage is worthwhile, start by adding to the annual premium any other purchase costs of the policy, with any deductible. Balance that total against the annual cost of routine care for your animal plus any anticipated emergency care and whether you would just as soon pay for such expenses out-of-pocket. (For example, if your cat is an “outdoors” cat, you may estimate that you’ll pay for at least one treatment of an abscess as a result of a cat fight.)

STATS AND FACTS:

Insider Fact The AVMA is an active advocacy organization. The AVMA is concerned not only about the health and well-being of animals, but also about ways in which vet409

THE CONSUMER’S GUIDE TO EXPERTS

PANEL OF INSIDERS Roger W. Gfeller, DVM chief of staff Veterinary Emergency Service Inc. Fresno, Cal. Eleanor Green, DVM Department of Large Animal Clinical Sciences University of Florida Gainesville, Fla.

Veronika Kiklevich, DVM Veterinary Clinical Sciences, College of Veterinary Medicine Washington State University Pullman, Wash. Robert Donald Lewis, DVM Elgin Veterinary Clinic Elgin, Tex.

Walter J. Rosskopf, DVM Hawthorne, Cal. John D. Saidla, DVM College of Veterinary Medicine Cornell University Ithaca, N.Y. William Schumacher, DVM Las Cruces, N.M.

Alton F. Raymond, DVM Natomas Animal Medical Center Fair Oaks, Cal.

erinary medicine can contribute to better human health. For example, the AVMA recently urged Congress to pass legislation that would allow all public housing residents to keep pets. At present, federal housing regulations allow only disabled and elderly residents to keep pets. The AVMA cited research that pets promote better emotional health and can even be a factor in improved human physical health.

410

Index A Accountants, 1–8 confidentiality, 5 estate planning, 157, 159–160 ethical standards, 8 fees, 5, 7 personal style and, 4–5 types, 1–4 Accreditation. See Licensing and accreditation Acupuncturists, 9–16 basic styles of, 10 education and training, 11, 13 fees, 13 health insurance and, 15 needle safety, 13 rapport with, 14 treatment areas, 9–10 Adult foster care, 19 Aged-care providers, 17–27 continuing-care retirement communities, 18–19 fees, 23, 25 home care, 18 Naturally Occurring Retirement Communities, 26 nursing home types, 19 questions to ask, 20–21 shared housing, 17–18 state regulations, 22–23 types of contracts, 23 Alternative medicine. See Holistic physicians; Massage therapists

Animal behaviorists and pet trainers, 29–35 assistance dogs, 34 choke chains, 33 fees, 31 physical problems and, 30–31 positive training, 34 puppy kindergarten, 29 types, 31–33 Architects, 37–43. See also Landscape architects components of work, 41 computer design, 43

education and training, 39 fees, 41 planning before hiring, 37–39 specialization areas, 42 types of services, 40–41 Attorneys, 45–53 alternatives to, 45–46 complaints about, 53 estate planning, 156, 157–158, 159 fees, 47, 50–51 frivolous suits, 45 prepaid legal services, 50–51 real estate transactions, 46–47 tax attorneys, 3–4 Au pairs. See Nannies

Automotive repair technicians, 55–63 education and training, 61–62 questions to ask, 57–59 routine care maintenance and, 62–63 state regulations, 60 types of auto repair shops, 55–56 written estimates, 59

B Bankers, 65–70 direct deposit, 69 electronic reconciliation, 68 fees, 65–66 Internet links, 68 safety deposit boxes, 68–69 senior citizen accounts, 69 sweep accounts, 68 Beauticians. See Hair stylists Budgeting. See Financial planners

Building and repair contractors, 71–82 cancelling a contract, 81 contracts, 76 insurance coverage, 79 licensing, 79 questions to ask, 71–72, 74–77 state regulations, 73–74

subcontractors, 77, 80 supply markup, 78–79 types of financial agreements, 78

C Camps adult camps, 88 average age, 83–84 family camps, 88 fees, 85 financial aid, 88 licensing and accreditation, 85 professional camp advisers, 84–85 questions to ask, 84, 86–87 specialty camps, 88 staff ratio, 85–86 Car repairs. See Automotive repair technicians

Career counselors and personal coaches, 91–98 education and training, 92–93, 97–98 fees, 94–95 methods, 93–94 online counseling, 97 questions to ask, 94 reasons to seek the services of, 91–92 result guarantees, 96 specialization areas, 96 Caterers, 99–105 average price per person for food, 103 budgets and, 101 insurance, 102 leftover food, 103 licensing, 102 serving alcohol and, 101 tipping, 103 written proposals, 101 Cats. See Animal behaviorists and pet trainers; Pet groomers; Veterinarians

Certified public accountants, 2–3

Child-care providers and 411

THE CONSUMER’S GUIDE TO EXPERTS

preschool educators, 107–115. See also Nannies education and training, 111 expectations of public schools and, 108–109 fees, 113 financial aid, 114 intergenerational day-care centers, 114 licensing, 112 part-time kindergarten programs, 114 questions to ask, 109–110 ratio of staff to children, 111 services for families in crisis, 115 staff turnover, 111 Chiropractic services. See Holistic physicians

Cleaning services and housekeepers dropout problem, 122 fees, 117 franchises, 117–118 online services, 121 security policies, 120 Social Security, Medicare and unemployment tax responsibilities, 118–119 typical clients, 117

College admissions consultants, 125–132 fees, 127, 129 high school guidance counselors and, 125–126 need-sensitive admissions policies, 130 questions to ask, 128–129 Companion animals. See Animal behaviorists and pet trainers; Pet groomers; Veterinarians

Confidentiality psychotherapists and counselors, 352 recruiters, 370

Conflicts of interest accountants, 8 financial planners, 177

412

pharmacists, 318 physicians, 337

Continuing-care retirement communities, 18–19 Cooks. See Caterers; Personal chefs

Doctors. See Optometrists; Physicians

Dogs. See Animal behaviorists and pet trainers; Pet groomers; Veterinarians

Counselors. See Career

E

counselors and personal coaches; Psychotherapists and counselors Credit counselors, 133–139 accreditation, 135 amount of time it takes to clear significant debt, 133 credit cards for children, 138 finance charges and, 138 guide to determining whether you are headed for a financial crisis, 134 housing counseling, 137 Internet counseling, 138 legal rights, 137–138 nonprofit, 134–135 preparing files for, 137 types, 134–135

Education and training. See

D Day-care centers. See Childcare providers and preschool educators Dentists, 141–148 continuing education courses, 143 electronic anesthesia, 147 infection control, 142 insurance, 144–145 interviewing, 142 managed care and, 145 specialties, 141 standard examination, 143–144 technological advances, 146–147 Dietitians, 149–154 chronic disease and, 153 education and training, 149–152 fees, 152 herbs and supplements and, 154 personal chefs, 153 USDA dietary guidelines, 154

also Licensing and accreditation acupuncturists, 11, 13 architects, 39 automotive repair technicians, 61–62 career counselors and personal coaches, 92–93, 97–98 child-care providers and preschool educators, 111 dentists, 143 dietitians, 149–152 events consultants, 165 financial planners, 176 funeral directors, 184–185 hair stylists, 193 holistic physicians, 209 image consultants, 217–218 insurance agents, 228–229 interior designers, 233 landscaping services, 249 massage therapists, 257 music teachers, 274–275 nannies, 280 optometrists, 285–286, 287 personal organizers, 297–298 personal trainers, 304, 308 pet groomers, 310 pharmacists, 315, 317 physicians, 330–332 plumbers, 343 psychotherapists and counselors, 347–349 real estate agents, 357 recruiters, 370, 372 travel and tour agents, 389–390 tutors, 400 veterinarians, 406 Educational consulting. See College admissions consultants

Index Elderly persons. See Aged-care providers; Senior citizens Estate planners, 155–162 dying intestate, 155 federal estate tax, 155–156, 162 fees, 156, 160 questions to ask, 157 revocable living trusts, 158 state legal requirements, 160 steps to take, 1621 team approach, 162 will-writing kits, 160 Events consultants, 163–171 average wedding cost, 163 consultant commissions or referral fees, 170–171 destination weddings, 171 ethnic or regional traditions, 168 fees, 167–168 honeymoon packages, 171 interviewing, 164–165 levels of assistance, 164 planning software, 171 specialization areas, 165 technicalities and legalities, 166–167 training, 165 Exercise spas. See Health clubs and spas Eye doctors. See Optometrists

F Fees accountants, 5, 7 acupuncturists, 13 aged-care providers, 23, 25 animal behaviorists and pet trainers, 31 architects, 41 attorneys, 47, 50–51 bankers, 65–66 camps, 85 career counselors and personal coaches, 94–95 child-care providers and preschool educators, 113 cleaning services and housekeepers, 117

college admissions consultants, 127, 129 dietitians, 152 estate planners, 156, 160 events consultants, 167–168 financial planners, 176–177 funeral directors, 186–187 hair stylists, 193, 196 health clubs and spas, 202–203 image consultants, 217 interior designers, 234 landscaping services, 249 massage therapists, 258–259 movers, 267 nannies, 277, 282 optometrists, 287 personal chefs, 293 personal organizers, 300 personal trainers, 305, 307 photographers, 324 plumbers, 344 psychotherapists and counselors, 350 real estate agents, 356 recruiters, 367–368 stockbrokers, 380–382, 385 travel and tour agents, 394–395 tutors, 401 veterinarians, 409

Financial aid camps, 88 child-care providers and preschool educators, 114 Financial planners, 173–181 bonding, 178 commission-based, 177 education and training, 176 experience, 175–176 fees, 176–177 planner’s investment strategy, 179 professional designations, 174–175 regulation, 180 risk taking, 179–180 Securities and Exchange Commission registration, 178 services, 173–174

specialization areas, 180

Funeral directors, 183–189 additional expenses at the cemetery, 188 “aftercare” services, 188 changing funeral customs, 183 decisions to make before a death occurs, 183–184 education and training, 184–185 Federal Trade Commission prohibitions, 184 fees, 186–187 licensing, 184 management by corporations, 183, 188 prepaying funeral expenses, 188–189 services offered, 185–186

G Gyms. See Health clubs and spas

H Hair stylists, 191–196 budget salons, 195 colorists, 192 education and training, 193 fees, 193, 196 licensing, 192 moving and, 191–192 salon presentation, 192 salons that cater to children, 195 senior citizen discounts, 196 services, 195 specialization areas, 192 tipping, 195

Health clubs and spas, 197–205. See also Personal trainers alternative therapies, 204 day spas, 203–204 facility tours, 199–200 fitness goals and, 198 hot tub safety, 200 massage therapists, 201, 203 membership ceilings, 201 membership fees, 202–203 questions to ask, 201–202

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specialization areas, 198 trial memberships, 201 as vacation destinations, 197–198 Holistic physicians, 207–213 chronic conditions, 212 competence issue, 211 education and training, 209 illness prevention emphasis, 209 insurance issues, 212–213 mind-body connection, 208, 209 patient-centered approach, 211 questions to ask, 211 recovery timetable, 212 research programs, 213 Home repair. See Building and repair contractors Housekeepers. See Cleaning services and housekeepers

I Image consultants, 215–219 education and training, 217–218 fees, 217 first impressions and, 217 holistic image consultants, 218 specialization areas, 216 Insurance agents, 221–229 education and training, 228–229 kinds of coverage, 221–222 licensing, 224–225, 227 online sites, 224, 226, 228 professional designations, 225 redlining practice, 229 sample bills and policies, 226 specialization areas, 223–224 state regulation, 227 types, 223

Insurance considerations acupuncturists, 15 building and repair contractors, 79 caterers, 102 dentists, 144–145 holistic physicians, 212–213 massage therapists, 256–257, 259 movers, 264–265, 266

414

optometrists, 288 personal chefs, 293 pet insurance, 409 physicians, 333 plumbers, 342 psychotherapists and counselors, 350, 352 Interior designers, 231–237 eco-design, 237 education and training, 233 fees, 234 interviewing, 232–233 licensing, 237 specialization areas, 233

Internet banking, 68 career counseling, 97 cleaning services, 121 credit counseling, 138 insurance information, 224, 226, 228 menus from personal chefs, 295 online tour booking, 395 real estate listings, 360 stockbrokers, 381–382, 383–384, 385 tutoring services, 402 Investments. See Financial planners; Stockbrokers

J Job coaches. See Career counselors and personal coaches

L Landscape architects,

written estimates, 243

Landscaping services education and training, 249 fees, 249 home energy use and, 248 home value and, 248 landscapers versus landscape architects, 247–248 lighting, 252–253 neighborhood group rates, 252 services offered, 247 snowplowing service, 252 toxic chemical use, 251 written service agreements, 250–251 Lawyers. See Attorneys

Licensing and accreditation. See also Education and training building and repair contractors, 79 camps, 85 caterers, 102 child-care providers and preschool educators, 112 credit counselors, 135 funeral directors, 184 hair stylists, 192 insurance agents, 224–225, 227 interior designers, 237 landscape architects, 240 massage therapists, 257 movers, 264 nannies, 280 personal chefs, 293, 294 pet groomers, 310, 314 physicians, 330–332 plumbers, 342 psychotherapists and counselors, 349 real estate agents, 356, 357, 360 stockbrokers, 379 Living trusts, 158 Loans. See Bankers

239–245 Feng Shui and, 244 garden centers and, 243–244 hydrozones and, 244 licensing, 240 maintenance costs, 240 native plants, 242 professional society membership, M 240 Maid services. See Cleaning state regulation, 244–245 services and housekeepers styles, 242–243 Massage therapists, 255–261

Index education and training, 257 fees, 258–259 at health clubs, 201, 203 for infants and children, 255–256 insurance coverage, 256–257, 259 kinds of massage therapy, 256 licensing, 257 questions to ask, 258 trigger-point therapy, 260 Mechanics. See Automotive repair technicians Medical professionals. See Acupuncturists; Dentists; Holistic physicians; Pharmacists; Physicians; Psychotherapists and counselors; Veterinarians Movers, 263–269 advance scheduling, 263–264 bandit movers, 269 dispute settlement programs, 268 fees, 267 insurance, 264–265, 266 liability issues, 265–266 licensing, 264 peak moving times, 264 state regulation, 267–268 written estimates, 265

Music teachers computers and electronic equipment, 275–276 education and training, 274–275 questions to ask, 272–273

N Nannies, 277–284. See also Child-care providers and preschool educators au pairs, 278 benefits for, 284 duties, 277 education and training, 280 fees, 277, 282 interviewing, 281–282 licensing, 280 professional affiliation, 280, 282

questions to ask, 279–280 tax issues, 282–283, 284

Naturally Occurring Retirement Communities, 26 Nursing homes. See Aged-care providers

Nutritionists. See Dietitians

O Obedience classes. See Animal behaviorists and pet trainers

Online services. See Internet Optometrists, 285–289 binocular function and, 288 education and training, 285–286, 287 fees, 287 insurance issues, 288 managed care and, 288 therapeutic advances, 288 types of eye doctors, 285–286

P Personal chefs, 291–295 certification, 293, 294 fees, 293 liability insurance, 293 online menus, 295 typical chef, 292 Personal coaches. See Career counselors and personal coaches Personal organizers, 297–301 chronic conditions and, 299 corporation hiring of, 300–301 education and training, 297–298 fees, 300 needs assessment and site analysis, 299 small business hiring of, 301 specialization areas, 298 Personal trainers, 303–308. See also Health clubs and spas education and training, 304, 308 fees, 305, 307 services offered, 303 strength training for children, 307

styles of training, 304 time-efficient training, 308 Pet groomers, 309–314 cats’ special needs, 313–314 companion animals, 314 education and training, 310 licensing, 310, 314 questions to ask, 311–312 show dogs, 313 Pets. See Animal behaviorists and pet trainers; Pet groomers Pharmacists, 315–319 conflicts of interest, 318 counseling of Medicaid patients, 318 education and training, 315, 317 mail-order prescription services and, 318 primary responsibilities, 316 specialization areas, 318 vaccine administration, 319 Photographers, 321–327 digital photography, 325–326 event photographers, 325 fees, 324 styles, 323 written contracts, 324 Physicians, 329–339 accepting new patients, 333 billing service, 336 board certification, 333–334 communication skills, 335, 336 conflicts of interest, 337 education and training, 330–332 HMO facts, 337–338 HMOs and PPOs, 332–333 insurance and, 333 laboratory reports, 338–339 licensing, 330–332 male versus female, 335 on-call backup, 335 partnership medicine, 329 patient access to records, 338 professional designations, 332 questions to ask, 334–335 types, 330–332 Plumbers, 341–345 do-it-yourselfers and, 343–344

415

THE CONSUMER’S GUIDE TO EXPERTS

education and training, 343 fees, 344 insurance considerations, 342 licensing, 342 service agreements, 343 Prepaid legal services, 50–51 Preschool educators. See Child-care providers and preschool educators

Psychotherapists and counselors, 347–353 confidentiality, 352 depression and, 351 education and training, 347–349 emergencies and, 349–350 fees, 350 insurance and, 350, 352 licensing, 349 medication and, 352 “time-effective” treatment, 352 treatment goals, 350 types, 347–349

R Real estate agents, 355–365 buyer’s brokers, 363–364 discount agencies, 356 dual agency, 356, 362–363 education and training, 357 franchises, 364 licensing, 356, 357, 360 market analysis, 359 payment, 356 professional certification, 360 roles, 355–356 specialization areas, 359 state regulation, 362–363 support services, 359 Recruiters, 367–373 certification, 370, 372 communication skills, 371 confidentiality, 370 fees, 367–368 questions to ask, 369–370 specialization areas, 368 styles, 370

416

aged-care providers, 17–27 bank accounts, 69 hair stylist discounts, 196 intergenerational day-care centers, 114 massage therapy, 201 Stockbrokers, 375–386 basic services, 375 categories of brokers, 377–382 checking the background of, 379–380 “churning,” 383 discount brokers, 381 “failure to obey,” 383 fees, 380–382, 385 full-service brokers, 377–381 investing goals, 376–377 licensing, 379 online trading, 381–382, 383–384, 385 unsolicited investment suggestions, 384–385 Summer camps. See Camps

destination specialists, 389 ecotourism, 391, 395 education and training, 389–390 family travel, 388 fees, 394–395 online booking, 395 professional organizations, 389 questions to ask, 392–393 safety issues, 393 tour agencies, 391–393 written itineraries, 393 Tutors, 397–404 advantages and disadvantages of different types, 400–401 children with disabilities, 403 child’s learning style and, 401 content specialists, 399 corporations hiring, 403 education and training, 400 fees, 401 learning centers, 399, 401 learning difficulties and, 398 online services, 402 peer tutoring, 399, 401 personality match and, 398 progress assessments, 401 services at colleges and universities, 401 types, 399

T

V

Tax attorneys, 3–4 Tax issues

Vacations. See Travel and tour

cleaning services and housekeepers, 118–119 federal estate tax, 155–156, 162 nannies, 282–283, 284 Tax preparers, 1–2 Tour agents. See Travel and tour agents

Veterinarians, 405–410

Remodeling. See Building and repair contractors

S Safety deposit boxes, 68–69 Senior citizens

Travel and tour agents, 387–396 adventure or cultural tours, 391, 395 Americans over 55 and, 387 deposit and refund policies, 392

agents education and training, 406 emergency services, 407 fees, 409 holistic treatments, 409 insurance for pets, 409 part-time vets, 408 specialization areas, 406

W Wedding consultants. See Events consultants

Wills. See Estate planners