• Share
  • Email
  • Embed
  • Like
  • Save
  • Private Content
Business services training skills wi
 

Business services training skills wi

on

  • 373 views

 

Statistics

Views

Total Views
373
Views on SlideShare
372
Embed Views
1

Actions

Likes
1
Downloads
0
Comments
0

1 Embed 1

http://www.workforce20.com 1

Accessibility

Categories

Upload Details

Uploaded via as Adobe PDF

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

    Business services training skills wi Business services training skills wi Presentation Transcript

    • WORKFORCE 2.0 TRAINING + TECHNOLOGY = INNOVATIONTuesday, February 19, 13
    • ABOUT WORKFORCE 2.0 Who we are: • Founded 2005 (Division of Launchpad) • Founders - Staffing & Workforce Development What we do: Amplifying results of WFD w/ Training & Technology solutions Why: Passionate about re-employment. Goal is to help put America Back To Work!Tuesday, February 19, 13
    • HOW IT WORKS Employer Workforce Centric Development Processes Launchpad Careers Cloud TechnologyTuesday, February 19, 13
    • OVER 30 SUCCESS STORIES WORKFORCE DEVELOPMENT ECONOMIC DEVELOPMENT COMMUNITY COLLEGES City of Los Angeles City of Los Angeles Long Beach City College County of Los Angeles LAEDC Coastline Community LA County Office of Education Valley Economic Development College City of Long Beach Corp Santa Monica City College County of Orange Managed Career Group Los Rio Community College City of Anaheim Barrio Planners Rio Hondo Community City of Santa Ana La Maestra Community Centers College South Bay WIB Vermont Slauson EDC Consumnes Community City of Pasadena ICON Economic Development College Monterey County FAME Assistance Corporation Skyline Community College City of San Bernardino Urban League Goodwill Industries Arbor Women Helping Women Rubicon ProgramsTuesday, February 19, 13
    •   Elyssa Fox Melissa Jankans Implementations Manager Chief Operations Officer THE TEAM Nicholas Rael Mike Alpert Customer Service Sr.. Consultant Abraham Jankans Chief Enthusiasm OfficerTuesday, February 19, 13
    • BUSINESS SERVICES EXPERIENCE 15,000 sales calls • 4,000 interviews • 1,500 placementsTuesday, February 19, 13
    • BUSINESS SERVICES INTRODUCTIONS NAME REGION TAKEAWAYTuesday, February 19, 13
    • TODAY’S AGENDA 9:30-10:30 AM - Session I • System refresher • Demand-driven model introduction/ overview • Labor market research/ prospecting • Exercise Break - 10 mins 10:40-12:00 pm - Session II • Identifying decision makers • Pre-call planning • Business outreach • Exercise II Lunch - 45 minutes 1:00-2:30 pm - Session II • Identifying business needs • Value proposition aka “pitching workforce” • Overcoming objections • Exercise III Break - 10 mins 2:40-4:00 pm - Session IV • Securing the order • Inventory management - matching • Fulfillment & service delivery • Exercise IV - Matching • ClosingTuesday, February 19, 13
    • HOUSEKEEPING GUIDELINESTuesday, February 19, 13
    • SYSTEM REFRESHERTuesday, February 19, 13
    • SESSION I: DEMAND-DRIVENTuesday, February 19, 13
    • SUPPLY DRIVEN MODELTuesday, February 19, 13
    • DEMAND DRIVEN MODELTuesday, February 19, 13
    • CASE STUDIES: LA COUNTY Supply Demand + 42% 150 PLACEMENT OUTCOMES Los Angeles County TSE Program 113 Exceeded goal by 100 placements in 6 mos. 75 38 0Tuesday, February 19, 13
    • CASE STUDIES: LONG BEACH CITY COLLLEGE 85% PLACEMENT RATES 15% 85%Tuesday, February 19, 13
    • DEMAND-DRIVEN METHODOLOGY 1. STARTS AND ENDS WITH AN EMPLOYERTuesday, February 19, 13
    • DEMAND-DRIVEN METHODOLOGY 2. PROCESS IS JUST AS IMPORTANT AS PASSIONTuesday, February 19, 13
    • DEMAND-DRIVEN METHODOLOGY 3. MOVES FASTTuesday, February 19, 13
    • SYSTEM: CHATTERTuesday, February 19, 13
    • DEMAND-DRIVEN PROCESS IDENTIFY EMPLOYER REAL-TIME EMPLOYER NEEDS DECISION LMR OUTREACH ANALYSIS MAKERS MANAGING INVENTORY SECURING VALUE HIRING MANAGEMENT JOB ORDERS PROPOSITION PROCESSTuesday, February 19, 13
    • SESSION I: LABOR MARKET RESEARCHTuesday, February 19, 13
    • FOLLOW THE MONEY What does it mean: Seeking companies with cash (preferably new cash) What it doesn’t mean: Anticipating hiring based on macro cluster data.Tuesday, February 19, 13
    • FOLLOW THE MONEY: EXAMPLETuesday, February 19, 13
    • FOLLOW THE MONEY: Nov 11, 2012 Hurricane Sandy: Just over 4.8 million customers without power in 15 statesTuesday, February 19, 13
    • FOLLOW THE MONEY: $425MMTuesday, February 19, 13
    • FOLLOW THE MONEY:Tuesday, February 19, 13
    • FOLLOW THE MONEY:Tuesday, February 19, 13
    • FOLLOW THE MONEY: CHANNELS Investment Community Job Boards • Angel Investors Groups • Venture Capital • Indeed.com • Private Equity Firms • Monster.com • Economic Development • Industry Job Board Publications Staffing Agencies • Local Business Journal • Blogs • Manpower • Company press releases • Aerotek • Commercial real estate •Adecco announcementsTuesday, February 19, 13
    • FOLLOW THE MONEY: CHANNELS 11.26.12 - INVESTORS 01.28.13 - IN THE NEWS FEB Job Boards Staffing Agencies • Angel Investors Groups • Local Business Journal • Indeed.com • Manpower • Venture Capital • Blogs • Monster.com • Aerotek • Private Equity Firms • Company press releases • Industry Job Board • Adecco • Banks & SBA • Economic DevelopmentTuesday, February 19, 13
    • FOLLOW THE MONEY: TECHNIQUES Keywords: (your city + company + hire) or (city + company + investment/ venture capital/ private equity/ raised)Tuesday, February 19, 13
    • EXERCISE I: FOLLOW THE MONEY 1. GROUPS OF 5 2. THINK OF WAYS YOU CAN FOLLOW THE MONEY IN YOUR REGION. 3. SEARCH YOUR AREA FOR OPPORTUNITIES 4. GROUP SHARETuesday, February 19, 13
    • BREAKTuesday, February 19, 13
    • SESSION II: IDENTIFYING DECISION MAKERSTuesday, February 19, 13
    • EMPLOYER: DECISION MAKER HIERARCHY INVESTOR VITO MANAGER HR, RECRUITER, STAFFINGTuesday, February 19, 13
    • INVESTOR BUYER PERSONA “BRAD” • GREAT TO WORK WITH. • UNDERSTANDS VALUE OF HUMAN CAPITAL. • THEIR THE ONES COMPLAINING TO GOV. WALKER ABOUT HUMAN CAPITAL SHORTAGES • HARDER TO FIND, BUT GREAT WAY TO GET TO VITO.Tuesday, February 19, 13
    • EXECUTIVE BUYER PERSONA “VITO” • BEST TO WORK WITH. ECONOMIC BUYER • UNDERSTANDS VALUE OF HUMAN CAPITAL. • TIME IS $$$ DON’T WASTE • DELIVER RESULTS!!!Tuesday, February 19, 13
    • MANAGER BUYER PERSONA “MELISSA” • GOOD TO WORK WITH. • TECHNICAL HIRER - MAKES HIRING DECISION. • TYPICALLY WHERE WORKING RELATIONSHIP WILL BE.Tuesday, February 19, 13
    • RECRUITING BUYER PERSONA “ANGELA” • DON’T START HERE, • END HERE. • AVOID IF YOU CAN. • SCREENS CALLS • TOO BUSY • WILL ASK TO SEND RESUMES AND NOT PROVIDE FEEDBACK • YOU CAN WIN OVER!Tuesday, February 19, 13
    • FINDING DECISION MAKERS 1. START WITH COMPANY FIRST 2. GOOGLE SEARCH FOR CEO, CIO, CHAIRMAN, EXECUTIVE, DIRECTOR, ETC. 3. SEARCH LINKEDIN & TWITTERTuesday, February 19, 13
    • DEEP-DIVE ActiveTuesday, February 19, 13
    • SESSION II: PRE-CALL PLANNINGTuesday, February 19, 13
    • “Failure to prepare is preparing to fail.” - John WoodenTuesday, February 19, 13
    • PRE-CALL PLAN CHECKLIST Write out your objective Research company Research prospect Prepare 5 questions minimum Anticipate their need Determine your value proposition Define your differentiation (other than free) Anticipate objections Bring show and tell - resumes!!!Tuesday, February 19, 13
    • RESEARCHING SKILLS WI SYSTEMTuesday, February 19, 13
    • RESEARCHING EMPLOYERSTuesday, February 19, 13
    • RESEARCHING EMPLOYER CONTACTSTuesday, February 19, 13
    • SESSION III: BUSINESS OUTREACHTuesday, February 19, 13
    • PREPARING THE PITCH • Clear introduction • Leverage government • Make value proposition • Reference competitors • State your objective • Keep it short to the point • Know your closeTuesday, February 19, 13
    • BE A CONSULTANT • What are the employers problems...are you sure? • How do you know? • How might they solve the problem on their own? • What are the feature benefits you offer? • What do your solutions mean in dollars? • What do they value? • How well do you know their business/ industry?Tuesday, February 19, 13
    • LEVERAGE YOUR CHANNELS WHERE DO YOUR LEADS COME FROM? Economic Development WIB Boards & Referrals Inbound Marketing Staffing AgenciesTuesday, February 19, 13
    • PREPARING THE PITCH Introduction: Good morning/afternoon (name), my name is ______ with [agency]. I was referred to you by [referral source] and wanted to introduce myself. Did I catch you at an okay time? Body: Great, well I wont take too much of your time.We’re a government funded program with many local partners, and we assist employers such as your self with acquiring a trained workforce. We’re 100% free service, and our objective is to really help you continue to grow. Close: I wanted to schedule a time to briefly chat with you about your goals for growth and how we may be able to assist and hopefully accelerate that. How does your schedule look this [recommend time].Tuesday, February 19, 13
    • GETTING PAST THE GATEKEEPER • May be receptionist or hiring assistant. • Speak assertively and confidently. • Act as if you are someone of importance and you will be treated as such. • Don’t mention recruiting or staffing. • Leverage your referral. Tip: Use speakerphone.Tuesday, February 19, 13
    • APPOINTMENT CLOSING TIPS • Recommend times • Ask them “do you have your calendar in front of you?” • Coordinate through their assistant. GREAT TIP!!! • Soft close - I’ll just stop by • Coffee close • ALWAYS send calendar inviteTuesday, February 19, 13
    • EXERCISE II: CREATING YOUR PITCH 1. GROUPS OF 5 2. COME UP WITH THE BEST 30 SECOND PITCH AND CLOSE 3. PITCHES 4. CLASS VOTINGTuesday, February 19, 13
    • LUNCHTuesday, February 19, 13
    • SESSION III: IDENTIFYING EMPLOYERS NEEDSTuesday, February 19, 13
    • MEETINGS 101 • Establish rapport right out the gate - Weather, current events, observations, etc • Be interested in them • Find common interest • State the objective of the meeting • Be aware of frame control • Dress to impress • Don’t overstay welcome • Did you remember the coffee? • Let them do the talking • Have something to showTuesday, February 19, 13
    • EMPLOYER NEEDS ANALYSIS EMPLOYER NEEDS QUESTIONNAIRE 1. What is your role with the company? 2. Tell me about the company from your perspective? 3. What are some of the challenges facing your industry and your company currently? 4. Why do you believe these challenges exist? 5. How are you coping with these challenges? 6. What do you like or dislike about the current way you are solving the problem?Tuesday, February 19, 13
    • EMPLOYER NEEDS ANALYSIS EMPLOYER NEEDS QUESTIONNAIRE (CONT.) 7. What solutions have you tried in the past?   8. How did they work? 9. How do you envision staffing playing a role as a solution? 10. How do you envision training playing a role as a solution? 11.What do you like or dislike about the current way you are solving the problem? 12. What greater capabilities would you like to have which you currently do not have, or know are available?Tuesday, February 19, 13
    • EMPLOYER NEEDS ANALYSIS EMPLOYER NEEDS QUESTIONNAIRE (CONT.) 13. How would having [the above capabilities] help you execute on your mission? 14. What is this challenge costing you in time, money and lost opportunity? 15. How would you procure a solutions? 16. When would you like a solution in place? 17. Who is involved in the procurement process? 18. Who else has this challenge?Tuesday, February 19, 13
    • EMPLOYER NEEDS ANALYSIS WHY IS HAVING THIS INFORMATION IMPORTANT 1. You are conducting customer validation 2. You are developing your customer personas 3. Positioning yourself to be consultative 4. Who else has this challenge 5. Uncover hidden opportunitiesTuesday, February 19, 13
    • AVOID “C” EMPLOYERS C-EMPLOYERS WILL: • Waste your time • Cost tax payer money • Take advantage of freebies • Take advantage of workers C-EMPLOYER TRAITS: • High employee turnover • Telemarketing or shady sales • VITO is disconnected and doesn’t care for workforce • Slow hiring process • Screens out qualified candidatesTuesday, February 19, 13
    • SEEK “A” EMPLOYERS A - EMPLOYERS WILL: • Embrace workforce development • Give you access to their company • Will challenge you to improve A - EMPLOYER TRAITS: • Stable or rapid growth • Managers are involved in hiring • Low to moderate turnover • Has some form of training • Financial secureTuesday, February 19, 13
    • EXERCISE III: EMPLOYER NEEDS QUESTIONNAIRE 1. IN GROUPS 2. COME UP WITH 2-3 QUESTIONS YOU CAN ASK AN EMPLOYER? 3. SHARE WITH CLASSTuesday, February 19, 13
    • SESSION III: VALUE PROPOSITION “PITCHING WORKFORCE”Tuesday, February 19, 13
    • THE KEY ELEMENTS TO A PITCH 1. The “BIG IDEA” 2. Identify the problem 3. Identify the solution 4. Reference customer success 5. Make their life easier - do work for them. (service) 6. Get referred to Hiring Manager/ or HR 7.Briefcase Close - Resumes & ServicesTuesday, February 19, 13
    • THE KEY ELEMENTS TO A PITCH THE “BIG IDEA” “Vito, it was great meeting. I think we can help you expand by 25%, with a variety of services we offer. STATE THE PROBLEM “Clearly, your lack of production capacity is a challenge. Finding people with all 3 of your required qualities is going to be difficult.” IDENTIFY THE SOLUTION “However, we identify people with 2 of 3 of your qualities and then, bring in our local technical college and develop a short term training program or OJT program, or tax credit...etc.”Tuesday, February 19, 13
    • THE KEY ELEMENTS TO A PITCH REFERENCE CUSTOMER SUCCESS “In fact, we worked with XYZ company and were able to help them hire 25 people in 90 days, and now they have capacity to expand.” MAKE THEIR LIFE EASIER “Don’t worry, I’ll work with our team to manage the process.We’ll post the openings for you and conduct the recruiting events.Who within HR should I speak with.” BRIEFCASE CLOSE “BTW, I brought a few resumes with me for you to take a look at. I’ve also put some of these recommendations on paper for you.”Tuesday, February 19, 13
    • SESSION III: OVERCOMING OBJECTIONSTuesday, February 19, 13
    • OBJECTIONS & RESPONSES Candidates must have experience in That’s great. What if we find you A, B & C. candidates with 2/3, would you consider them? You have to work with our staffing We’d love to partner with your staffing firm, in fact we already work with them. They get many of their firm. candidates from us actually, so now you can go directly to the source. We’re not hiring. Why? Under what scenarios would you be in a place to hire more staff? What does workforce development do? Have your pitch ready! Obama taxes me too much, I don’t I voted for the other guy...lol? want to work with government. We’re not just government, we’re public and private partnership.Tuesday, February 19, 13
    • THE CLOSE & FOLLOW UP • REVIEW ACTION ITEMS • SCHEDULE NEXT MEETING - MOMENTUM IS KEY • THANK CLIENT • THANK THE RECEPTIONIST, TRY TO BUILD RAPPORT DON’T SUCK AT EMAIL • SEND EMAIL THANK YOU FROM CAR • DON’T WAIT 3 DAYS TO FOLLOW UP •Tuesday, February 19, 13
    • THE EMAIL DON’T SUCK AT EMAIL • DON’T WAIT 3 DAYS • DON’T SEND SPAM INTRODUCTIONS BE AWESOME AT EMAIL • SEND EMAIL THANK YOU FROM CAR • SEND RECAP OF MEETING AND NEXT STEPS • SHARE INTERESTING NEW INFORMATION TO PROSPECTTuesday, February 19, 13
    • EXERCISE IV: OVERCOMING OBJECTIONS 1. GROUPS OF 2 2. PRETEND TO BE IN MEETING 3. EMPLOYER & BUSINESS SERVICES 4. COME UP WITH OBJECTIONS 5. CREATE RESPONSES 6. SHARETuesday, February 19, 13
    • BREAKTuesday, February 19, 13
    • SESSION IV: SECURING JOB ORDERSTuesday, February 19, 13
    • SYSTEM: TRACKING JOB ORDERSTuesday, February 19, 13
    • SECURING JOB ORDERS BEST PRACTICES • UNDERSTAND THEIR HIRING PROCESS • WORK DIRECTLY WITH THE HIRING MANAGERS • MAINTAIN CLIENT CONTROL • QUALIFY JOB ORDERSTuesday, February 19, 13
    • HIRING PROCESSES Screening Job Application HRIS Recruiter Phone Screening Interview Approval Hired Job Offer Reference, Interview Qualifications Interview Background, Drug ScreeningTuesday, February 19, 13
    • SYSTEM: SENDOUTSTuesday, February 19, 13
    • HIRING MANAGER WHY WORK WITH HIRING MGRS • THEY UNDERSTAND THE REQUIREMENTS OF THE JOB • THEY MAKE THE HIRING DECISION • ARE COACHABLE/ FLEXIBLE • WILL PROVIDE DIRECT FEEDBACKTuesday, February 19, 13
    • EMPLOYER CONTROL WHAT: EMPLOYER CONTROL MEANS HAVING SIGNIFICANT INPUT AS TO THE HIRING AND SCREENING PROCESS. WHY: RESULTS IN MORE AND FAST HIRES BY EMPLOYER. IT’S FOR THEIR BEST INTEREST. HOW: • RELATIONSHIP IS WITH VITO OR MGR. • YOU ALSO SHARE YOUR PROCESS • DEMONSTRATE EARLY SUCCESS • SEND ONLY QUALIFIED PARTICIPANTS BASED ON AGREED PARAMETERS.Tuesday, February 19, 13
    • QUALIFYING JOBS • Working directly with the hiring manager, open to your process • Achievable qualifications A • Good compensation • Ready to hire • Only needs to see a few candidates • Good company B • Has a combination 3-5 of the above • Coachable, willing to work with you • Only able to work with human resources or staffing agency • Job is purple squirrel - Rocket scientist for minimum wage C • Good compensation - Below market wages • Ready to hire - Not serious about hiring, just screening candidates • Wants to see more than 3 participants • Bad companyTuesday, February 19, 13
    • NEGOTIATING REQUIREMENTS EVERYTHING IS NEGOTIABLE: • HIRING MANAGER TYPICALLY SETS TOP 3 REQUIREMENTS • MOST REQ. ARE MADE UP AND NOT NECESSARY TO PERFORM THE JOB. • HUMAN RESOURCES THEN ADDS THEIR OWN MOST NEGOTIABLE AREAS • COLLEGE DEGREE • SKILLS SETS • SIMILAR TECHNICAL EXP • EX-OFFENDERS* LEAST NEGOTIABLE AREAS • NON-RELEVANT INDUSTRY EXPERIENCE • COMPENSATION (FOR VOLUME HIRES) • EX-OFFENDERS*Tuesday, February 19, 13
    • EXERCISE V: FIND AND ELIMINATE PURPLE SQUIRREL 1. GROUPS OF 5 2. REVIEW THE LIST OF JOB OPENINGS 3. DETERMINE WHICH IS PURPLE SQUIRREL 4. COME UP WITH WAYS TO NEGOTIATETuesday, February 19, 13
    • CURRENT JOB OPENINGS SHIPPING/ • BACHELORS DEGREE RECEIVING • 3 YEARS PRIOR EXPERIENCE CLERK • STRONG MS OFFICE • CLEAN BACKGROUND • FLEXIBLE SCHEDULE • $8.00 PART TIME ENTRY-LEVEL • BACHELORS DEGREE PRODUCTION • STRONG COMMUNICATION SKILLS SUPERVISOR • STRONG MS OFFICE, SAP OR ERP • CLEAN BACKGROUND • 3RD SHIFT • $32,000.00/ YEAR INBOUND • MULTIPLE OPENINGS CALL CENTER • PRIOR EXPERIENCE A PLUS • GREAT COMMUNICATION SKILLS • INTERMEDIATE COMPUTER SKILLS • MUST WORK SATURDAYS • $15/HOURTuesday, February 19, 13
    • CURRENT JOB OPENINGS • BACHELORS DEGREE • 3 YEARS PRIOR EXPERIENCE • STRONG MS OFFICE • CLEAN BACKGROUND • FLEXIBLE SCHEDULE • $8.00 PART TIME ENTRY-LEVEL • BACHELORS DEGREE PRODUCTION • STRONG COMMUNICATION SKILLS SUPERVISOR • STRONG MS OFFICE, SAP OR ERP • CLEAN BACKGROUND • 3RD SHIFT B• $32,000.00/ YEAR INBOUND • MULTIPLE OPENINGS CALL CENTER • PRIOR EXPERIENCE A PLUS • GREAT COMMUNICATION SKILLS • INTERMEDIATE COMPUTER SKILLS A• MUST WORK SATURDAYS • $15/HOURTuesday, February 19, 13
    • SESSION IV: INVENTORY MANAGEMENTTuesday, February 19, 13
    • TRIAGE PARTICIPANTS SOFT SKILLS C B B A HARD MOTIVATION C C SKILLS BTuesday, February 19, 13
    • INVENTORY MANAGEMENT JOB ORDERS PARTICIPANTS MATCHING A A B B X CTuesday, February 19, 13
    • 5 STEP TO BOOST PLACEMENT 1.QUICKLY GET ALL A-PARTICIPANTS PRESENTED/ REFERRED TO A-JOB ORDERS. 2. NEGOTIATE B-ORDERS TO A-ORDERS. 3.QUICKLY PROVIDE NECESSARY TRAINING TO B-PLAYERS TO MOVE THEM TO A-STATUS. 4. STOP ALL ACTIVITY ON C-ORDERS. 5. FUNNEL C-PARTICIPANTS TO REQUIRED INTENSIVE SERVICES TO MOVE THEM UP THE SCALE.Tuesday, February 19, 13
    • SESSION IV: FULFILLMENTTuesday, February 19, 13
    • BEST PRACTICES RECRUITMENT EVENTS: • DRAMATICALLY INCREASE LIKELIHOOD OF HIRE • PROVIDES FOR MODE EMPLOYER CONTROL • PERFECT FOR ANY NUMBER OF POSITIONS • GREAT WAY TO PREP PARTICIPANTS SETUP • ONSITE OR OFFSITE • YOU OR STAFF COORDINATE ALL INTERVIEW TIMES • FACILITATE INDIVIDUAL OR GROUP INTERVIEW PREPS • DEBRIEF EACH PARTICIPANT AFTER • MEET WITH HIRING MANAGER IMMEDIATELY AFTER TO CLOSE ON PARTICIPANTSTuesday, February 19, 13
    • REMOVE BOTTLENECKS X XTuesday, February 19, 13
    • REVIEW: TAKEAWAYSTuesday, February 19, 13
    • DEMAND-DRIVEN MODELTuesday, February 19, 13
    • REAL-TIME LABOR MARKET RESEARCHTuesday, February 19, 13
    • RESEARCHING EMPLOYERS & DECISION MAKERSTuesday, February 19, 13
    • BUSINESS OUTREACH “PITCHING”Tuesday, February 19, 13
    • EMPLOYER NEEDSTuesday, February 19, 13
    • INVENTORY MANAGEMENTTuesday, February 19, 13
    • THANK YOUTuesday, February 19, 13