Owners: Don Gustin, CRM, and Diana Gustin, CRM
Phone: 309/674-6500
Fax: 309/674-3290
Web site: www.awardsnow.com
E-mails: don@awardsnow.com, diana@awardsnow.com
Specialty: Having the technology and space to fulfill our customers' requests quickly, correctly, and profitably.
Philosophy: Provide the best possible solution to each customer’s needs, remembering that "the customer is always right."
Five-Year Business Goal: Continue to grow and be profitable while transitioning our two sons into the ownership of the business.
What ARA has done for us: ARA is one of the best organizations an awards retailer can be involved with. We have made wonderful friendships over the years, shared ideas with other owners, and learned so much through education and networking.
Greatest Success: Watching our company grow gradually over the years.
Most Humbling Experience: Receiving the ARA Retailer of the Year award.
Biggest-Selling Product: Plaques, plaques, and more plaques.
Hottest Product: Etched jade and crystal awards.

We began as a member of Trophy Dealer and Manufacturing Association (TDMA) more than 25 years ago and remained when it changed to ARA. We find it hard to believe that anyone in the business world would not belong to an association that can contribute so much to the success of their business for such a small price. Joan's Trophy & Plaque Co. has gained so much from our affiliation with ARA that we can't imagine what our evoltuion would have been without it. As a result of our involvement in the association, we have made many great friendships, gained valuable knowledge from educational seminars, and created significant long-term relationships with suppliers and vendors.

We take advantage of every opportunity ARA offers usch as attending branch and regional meetings, trade shows, and educational seminars; participating in the ARA certification program; writing for RecognitionReview, volunteering on education and trade show committees; introducing speakers; serving as judges and panelists on several panel discussion groups; and serving on the ARA Board of Directors.

We believe the showroom is often the only measure of professionalism customers experience before placing an order. The design and presentation of our showroom is the key element in our sales process for local customers. When we moved into a larger facility 10 years ago, we had the opportunity to expand our sales offices, graphics department, production department, and inventory warehouse. We designed and built a beautiful showroom and reception area to meet our customers' needs. Having a clean, well-lit, well-stocked, and updated showroom makes the sales process easy for both our customers and sales staff.

Our products are displayed in easily defined categories to make finding and choosing an award a simple process. Most showroom items are presented fully engraved with logos, artwork, and sample text, which help customers visualize how their completed awards will look. Our customers often select the exact text that is inscribed on a sample. Display samples are clearly priced and marked with part numbers for ease of sale and control of inventory, allowing a sales associate to assist customers without having to search through catalogs and price sheets. This also helps the sales process go smooth and saves valuable time for both customers and staff.

In addition, we have two computer networking systems (sales and graphics), which give us an edge over the competition. We do 95% of all our product engraving, production, and assembly in-house. Currently, we have five lasers, 22 citation engravers, and three computer screen printing. Other in-house jobs include sublimation, toner transfer, metal photo, and sand carving of glass and marble awards. Having all of these processes on the premises - and the space to stock a large product inventory - enables us to provide quick turnaround service without rush charges for our customers.

We provide our customers with a completion time when their order is placed. Our goal is to have all orders completed prior to the due date. Customers are called immediately when orders are complete. They appreciate getting their orders early (whether it's an hour or several days). Good customer service is essential to our growth and success.

We have a wonderful and dedicated staff of 27 who work very well with their peers, our customers, and vendors. Our sales and customer service staff has more than 100 years of combined experience working at Joan's. Our production staff is cross-trained on various equipment and responsibilities, preparing them to fill all demands when needed. Our graphics department is constantly updating and training on new programs and computers. From time to time, depending on the work load, our staff may be asked to help in other departments. Teamwork is crucial to our growth.

We value our staff and offer them a host of benefits including health insurance and a retirement plan, paid vacation, personal days, and holidays. We also provide monthly appreciation lunches for all employees, family outings, tickets to community events, an annual holiday dinner, and a program where we recognize dedication and years of service. We allow company employees to utlize company equipment and facilities to further their commitment to their communities and involvement in not-for-profit activities. In addition, we send our staff to seminars for training and education and to our suppliers and other award companies for training on new equpment and processes.

Over the years, we have experience growth by word-of-mouth business. This is a direct result of the first-rate reputation we have developed with our loyal customers. Other marketing strategies include

• putting our name and contact information on every product we produce.
• producing and distributing full-color brochures and catalogues to promote sales (these have been the single most effective way for us to sell our core products to our customer base).
• advertising in the Yellow Pages, Internet business directories, and numerous patron ads.
• utilizing both corporate and trophy catalogs developed through associations we belong to (ASI, PPAI, SAGE, ARA, and AAA).
• developing and maintaining a full e-commerce and user-friendly Web site that features updated product information. We include our Web address on all business communications and advertisements.

Winning this award has to be the proudest accomplishment for us. Other significant achievements include becoming a Trademark Licensee with Caterpillar Tractor Company, reaching the 30-year mark as a business, and seeing the growth of this company from 1977 until now. We are also proud that our two sons - Brent and Brice - have joined us in business.

Applying for a government contract years before they had groups and organizations to assist small businesses. The volume of paperwork and red tape we had to process was over-whelming and stressful. We finally were awarded a GSA contract and kept it for many years. Currently, we no longer utilize a government contract but continue to work with many government agencies.

We are proud of the fact that Joan's has a reputation in the community as an honest and reputable company with an excellent customer service record. We are also very proud of our good relationships with our employees, customers, and suppliers.

Throughout the years, we've been involved in some capacity with the following community organizations:

• Illinois Jaycees and Washington Jaycees
• Greater Peoria Area Crime Stoppers Organization
• Illinois Crime Stoppers Association
• Peoria Area Chamber of Commerce
• Central Illinois Chapter of National Association of Women Business Owners.

In addition, we assist several not-for-profit groups and organizations throughout the year by donating many products and awards to aid them in reaching their fund-raising goals.

The trade show and association activities have changed greatly. In the early years, trade shows were just that - aisles of vendors and nothing more. Since the evolution of TDMA into ARA, these shows now offer education seminars, networking opportunities with fellow retailers, roundtable discussion groups, and gala banquets.

In the 70s and 80s, we would attend trade shows in late fall, place orders for most of the products we anticipated needing for the upcoming season, and have it shipped in February. Suppliers back then could not provide inventory during the busy season. Today many retailers depend on suppliers to be their warehouses and ship on demand. I think the majority of retailers don't understand how expensive and time consuming on-demand ordering is and how much it can affect their bottom line.

Award retail businesses have changed from a small section of the local sporting goods store into million-dollar, stand-alone businesses.

In the late 80s, with the advent of computer engravers and sublimation, incorporating logos onto awards became quicker and easier. Joan's Trophy & Plaque Co. had about a 12-year head start over these processes because we used citation photo lathes to engrave graphics for our customers.

Award retail business have changed from a small section of the local sporting goods store into million-dollar, stand-alone businesses. In addition to a full line of awards and trophies, they also offer signage, apparel, and promotional items to their customers.

I started out as an industrial technology teacher, and my wife was an executive secretary. We both believe that if we had not had the opportunity in the awards industry, we would still be running our own companies. We are both achievers and would rather work for ourselves than for someone else. Diana currently is co-owner in two other enterprises in addition to working at Joan's.