E-Newsletter
An Electronic Publication of the North Central Massachusetts Chamber of Commerce
Inside this edition, you’ll discover the latest Chamber initiatives and success stories from across our region. From economic development projects and upcoming networking events to policy updates and workforce training opportunities, we’re keeping you connected to what matters most for your business and North Central Massachusetts.
The North Central Massachusetts Chamber of Commerce is here to help – with trusted resources, a strong business network, and a support system to keep your business and the region moving forward
HUB International started with Rome Insurance in 1939, and expanded over the years into commercial insurance. They were purchased by HUB International in 2007, becoming a multi-faceted insurance agency and brokerage firm, expanding to employee and retirement benefits, individual wealth planning, bonds, and more. They are currently the largest agency is Massachusetts for personalized insurance, such as home, automobile, and more.
HUB International grew through word of mouth and individual efforts: mailing campaigns, radio advertising, phone communication, and now through digital marketing such as social media platforms.
According to their website, HUB International’s company mission is “to protect and support the aspirations of individuals, families and businesses, to empower our employees to learn, grow and make a difference in their communities.”
“As an agency, HUB has a lot of experience in vertical industries like transportation industry and financial institutions, hospitality, real estate, and medical, including specialty lines like directors’ and office insurance,” said Gary Costello, Vice President and Producer at HUB International.
They specialize in various growing needs of business owners. Costello himself specializes in commercial insurances for workers’ compensation, product liability, and physical assets of a business.
For the future, HUB International plans to continue what they have been doing all along, and adapting that to the “new normal” and to the realities around us.
“Thankfully, the HUB has really quickly and we are fortunate to have done so,” said Costello. “Zoom meetings were few and far between pre-pandemic but are now a part of the lifestyle.”
He also adds that the North Central Massachusetts Chamber of Commerce has been incredibly helpful throughout the pandemic.
“If it wasn’t for people like the [North Central Massachusetts Chamber of Commerce], business would lose the voice that they needed. They get personally involved in the business owners as customers, and are a great support system and advocate for those businesses,” he said.
HUB International’s Fitchburg location is currently closed, but the employees from there are enjoying working from home and adjusting pretty well the further everyone gets into the pandemic.
“We are trying to do more sales virtually through Zoom, by phone call, and face-to-face when necessary,” Costello said. “Thankfully, travel is coming back and meeting at the client’s office depends on the client. More and more clients are inviting us to their offices, with proper protocols in place.”
You can contact HUB International through their website at www.hubinternational.com to speak with an agent in your local area.
“Every day could bring a new challenges, and life is changing as we speak,” said Costello. “Hub is always trying to create new ways to reach out to the public and customers. Change is inevitable and you just have to embrace it. “
Marketing and advertising are only part of the equation when attracting new clients. Service is perhaps the single most important aspect of any business. If your business provides good service, but you are still losing clients, it is important to identify the reasons. We have identified some of the problems local businesses encounter when marketing to potential and existing clients.
Many entrepreneurs and small businesses in the service industry have difficulty determining value. Whether you want to be at the top or bottom of the price range, or somewhere in-between, you do need a starting point. Research what other companies in similar markets are charging for their services. Setting your price too low at first can make it difficult to retain clients once you have to raise them.
Let’s look at some of the factors that influence client retention.
Consider the appearance of the company. When marketing your business, do you advertise low prices or a fast turn-around? Are you focused on creating an image of luxury and comfort, or are you targeting teens? Take a hard, realistic look at what your marketing and ads say about the business, and how this influences a potential or current customer’s perception.
Consider whether your image has changed recently. For instance, consider a clothing store that has provided family clothing in the past and has now chosen to focus on a teens, neglecting their current customers. This example illustrates an obvious change that may or may not be in the businesses’ best interest, but is one that will lead to the loss of existing customers. Will these changes bring in enough new customers, and revenue, to replace what is lost?
Is the business “user friendly”? Potential customers are typically courted during the sales process, offered deals, and presented with a can-do attitude. This can create a two-fold problem. First, are you actually able to provide what has been promised once the client is retained? Secondly, are you putting this much effort into retaining current clients? Is any effort put into retaining current clients?
Creating a relationship with customers makes it easier to not only retain them, but to obtain new customers as well. Word of mouth is the best advertising. A satisfied customer will sing your praises, while an unsatisfied customer can wreak havoc on the reputation of your business.
Customer service is a valuable tool that should be implemented. Take time to foster a relationship with your regular customers and learn what you can do to increase their satisfaction with your products or services. You will gain valuable insight that will increase the businesses’ bottom line.
It is important to consistently contact customers to show them you value their business. Depending on the type of store you own, you might send them a monthly coupon or notice of a special that is operating. Not all contact should be marketing, providing the customer with something of value is important too. A paint store could send out an email showing the 5 most popular colors for the coming season. A gardening store could send out a monthly what to do list, while an HVAC business could send out reminders to change filters.
We recommend taking a hard look at your existing customer base and the image and reputation of your business. There are many ways to increase business by adding new customers, but the general rule of thumb has always been that it is less expensive to retain an existing customer than obtaining a new one. Please feel free to stop by the Chamber and learn more about our services.
Fuente del artículo: State House News Service
Author: Matt Murphy
Many senators were back on Beacon Hill this week to debate an annual state budget, and Gov. Charlie Baker snuck away to Tennessee to reacquaint himself with his fellow Republican governors and national donors.
Masks for vaccinated Bay Staters came down on Saturday, gathering limits are going away and Baker declared the pandemic “pretty much over.” And on Cape Cod, businesses are preparing for an onslaught of pent up tourism activity – just be sure to bring your CDC vaccination card if you want to party, officials cautioned.
“Thanks to the people in Massachusetts who’ve made enormous sacrifices over the course of the past year to get us to this point, brighter days are very much upon us,” Baker said Friday at the State House.
Just not this Memorial Day weekend, when it’s supposed to rain and rain and rain some more.
But the shockwaves rippling through Massachusetts politics this week actually emanated from Easton, a small town, seldom in the headlines, about 30 miles south of Boston where the goings on – or more precisely the goings of two prominent Democratic women – had the palace intrigued.
We’ll start with Auditor Suzanne Bump, who has called everywhere from Braintree to Great Barrington and Boston home. But when she ran statewide and won her third term as state auditor in 2018, she did so from Easton.
Turns out that was the last time, at least for now, that her name will be on a ballot.
Bump announced that she would not seek reelection to a fourth term next year, potentially ending an electoral career that started in the 1980s when she was elected to the House of Representatives. And while she’s the first of the six statewide office holders to make clear their 2022 intentions, she might be the only one heading for the door.
“I want to create the opportunity for another leader who shares my commitment to making government work better and building the public trust to pursue this mission. The public deserves to choose from a wide field, and this announcement will help make that possible,” Bump said.
The Democrat, who also served in former Gov. Deval Patrick’s Cabinet as labor secretary, said she wasn’t leaving to run for higher office, like, say, governor, and had no future plans she was ready to announce. She was just moving on to something new.
Openings like this one are rare, and Bump’s decision wasn’t public for even 12 hours before Governor’s Councilor Eileen Duff announced that she was in the race, with a roster of supporters lining up behind her candidacy. Clearly, she wasn’t blindsided by the news.
Transportation advocate and former Boston 2024 olympic bid opponent Chris Dempsey strongly hinted that he had interest in running, and state Sen. Diana DiZoglio didn’t say no when asked. Others, including maybe a couple of mayors, are also taking a look, Democrats and Republicans said.
Bump still has another 19 months on the job, but her fellow Easton Democrat, the newly minted House Majority Leader Claire Cronin, could be gone long before then. Cronin remained quiet this week as House colleagues buzzed about the possibility that President Joe Biden could be getting ready to name one their own ambassador to Ireland.
The talk was fueled by an unconfirmed report on the website IrishCentral that Cronin was the White House’s pick, and one Beacon Hill player told the News Service it was true that the White House was calling around to vet the senior Democrat.
Cronin was the Biden campaign’s top surrogate in Massachusetts, where the president scored an important and symbolic win in the primaries in March, and if she is picked for the overseas posting her departure will trigger a special election and an opening in the number two post in House leadership.
Insiders say Speaker Pro Tempore Kate Hogan or Assistant Majority Leader Michael Moran would both make sense for the promotion.
While Bump decided three terms is enough, everyone continues to wonder whether Baker wants a third term and people close to the Republican said his short trip to the Republican Governors Association meetings in Nashville midweek suggest to them he’s ready to run.
Baker said he and Lt. Gov. Karyn Polito would discuss their futures with their families, and if he does run, it seems like Democrats won’t have the video clips or soundbites of him getting grilled over his management of the Holyoke Soldiers’ Home to use in the campaign.
Several lawmakers and gubernatorial candidate Ben Downing said Baker should be called to testify before the Legislature after last week’s damning report in the Boston Globe and the release this week of a legislative investigation into the COVID-19 outbreak that killed at least 76 veterans at the home.
The reports both found fault with Baker and Health and Human Services Secretary Marylou Sudders’s oversight of former Superintendent Bennett Walsh, who faces criminal charges and whose shortcomings as a leader were known to the administration prior to COVID-19. The Globe painted Walsh as a politically protected appointee.
Baker said Friday he forgot that he had spoken to Walsh prior to his swearing in, but that the interview was brief and represented his only familiarity with the candidate, who came recommended by the Soldiers’ Home board. The meeting was in contradiction to the governor’s previous statements about never having met Walsh prior to his appointment.
Still, House Speaker Ron Mariano said he thought it would be redundant to reopen the investigation that just concluded by calling Baker to testify, and Senate President Karen Spilka said she expected the administration to be “forthcoming” with answers to questions lawmakers and investigators might have, but stopped there.
Baker said he looks forward to working with the Legislature to implement management and oversight reforms for the veterans’ home, which are being drafted by Rep. Linda Dean Campbell and Sen. Michael Rush.
And in the meantime, he signed the $600 million financing plan to build a new Holyoke Soldiers’ Home and possible satellite facilities, but vetoed a provision that would have required a project labor agreement to use union workers.
Mariano’s comments on the status of the Holyoke investigation came the same day he put his foot in his mouth while trying to help a member of his caucus by endorsing Rep. Jon Santiago for mayor of Boston. Mariano joked during the press conference in the South End that he was “afraid my car’s gonna get stolen.”
The quip wound up overshadowing whatever boost Santiago hoped to get from the endorsement, and Mariano apologized for what he described as a “poorly delivered attempt [at] humor.”
Apparently, the Quincy Democrat was calling back to a story he had shared with Santiago and others privately about how much the neighborhood had changed since his car did get stolen in the 1960s while he was a student at nearby Northeastern University.
All of this played out over the course of the week as the Senate operated methodically in the background to comb through over 900 amendments and to pass a $47.7 billion budget for fiscal 2022 on Thursday afternoon.
Over three days, the Senate added $63.7 million in spending through amendments and 83 new policy sections, including a prohibition on government entities using non-disclosure agreements in employment contracts or settlements.
The Senate, like the House, put off for now decisions on how to spend the estimated $5.3 billion in federal relief funds coming to Massachusetts and the two branches are now set up for what could be tough negotiations over the film tax credit and whether to increase fees on Uber and Lyft rides.
Senate leaders also held off on making a call in the budget on which pandemic-era policies, like the allowance for restaurants to sell to-go cocktails, should stay or go when the public health emergency lifts on June 15.
Like the question of how to spend federal relief dollars, those decisions are also TBD.
STORY OF THE WEEK: Bump’s out, Baker’s schmoozing in Nashville and Democrats are at odds over how to hold the governor accountable for the tragedy in Holykoke. Yup, the pandemic is ending.
SONG OF THE WEEK: Because if you thought to yourself at any point this week, “I can’t believe the news today,” you weren’t alone.
Join us for a virtual Puppet Storytime on Tuesday, April 20, 2021, at 10:00 AM! Through Me to You Puppetry invites you to join Newton and his puppet friends for some storytime fun! Newton and his friends take turns reading stories and singing songs with the kids. At the end of the show, the kids are invited to “unmute” and say hi to Newton. This program is geared to ages 3 to 6, but all are welcome. Register to receive the Zoom link!
Register at https://tinyurl.com/jr6c66h3 to be sent the Zoom link.
This is a free program. For information about this or other Library programs call 978-829-1780 or visit our website: www.FitchburgPublicLibrary.org.
Leominster, MA –Leominster Credit Union has recently announced the promotions of Ellen Coughlin and Mychelle Phillips.
Ellen Coughlin was promoted to the position of Vice President, Human Resources and Development. For the last 5 years, Ellen was the Assistant Vice President of Human Resources but has been with the organization for 17 years. She will be responsible for all the Human Resources functions, development and training and will become a member of the Senior Management Team reporting to Barbara Mahoney, President & CEO. Coughlin received a BA from Worcester State College in Spanish and a minor in Health Sciences. She went on to receive her master’s degree from Emmanuel College, with a concentration in Human Resources. She has also received her PHR, Professional Human Resources designation from the HR Certification Institute and her SHRM-CP. Coughlin resides in Sterling with her husband and daughter.
Mychelle Phillips was promoted to Vice President, Operations and Information Technology (IT). Phillips has been with LCU for 17 years and Vice President of Operations for the last 6 years. Her new duties will include being responsible for the Digital and Member Service Center, Operations and our IT division. Phillips will become a member of the Senior Management Team and report to Barbara Mahoney, President & CEO. Mychelle has a bachelor’s degree from New England College of Business and holds an Accredited Automated Clearing House Professional (AAP) certification awarded by National ACH Association to individuals who are experts in electronic payments. Phillips resides in Leicester with her husband.
“These promotions are the result of the exceptional performance of these individuals within their respective departments,” commented Barbara Mahoney, President & CEO. “Ellen and Mychelle display exemplary behavior, discipline and leadership and we are pleased to have them as part of our Senior Management Team.”
Leominster, MASS – Several Fidelity Bank employees were virtually honored by Fidelity Bank at the bank’s annual All Hearts Meeting March 9 for their unique contributions during an unusual year. Three of the honorees are from Leominster – Damian Scott, Jessie Maldonado, and Emily Daugherty. “It is a pleasure to recognize our caring colleagues for the work they do,” says Ed Manzi Jr., Fidelity Bank Chairman and CEO. “I am inspired by how our honorees continue to rise to the challenges presented by the pandemic.” The annual awards recognize Fidelity Bank role models who exemplify the bank’s caring culture and LifeDesign approach of providing the clarity needed to help clients make informed decisions and move forward with confidence.
Mission Accomplished awards were given to Linda Carmichael and Becky Beaton. These most prestigious awards single out two outstanding individuals, one for work done helping Fidelity Bank clients and the other for work that supports their Fidelity Bank colleagues. Both individuals have shown an impressive commitment to Fidelity Bank and have made a significant contribution to the bank being able to thrive during these difficult times.
Fidelity Bank Vice President of Operations Linda Carmichael of Fitchburg was given the Mission Accomplished award representing the support departments of the bank. Carmichael led our Operations team through the complexities and challenges of our merger with Family Federal Savings, a significant Cash Management project, and was instrumental in leading our critical deposit operations department through 2020 – keeping the team fully operational while managing the guidelines and remote work situations brought on by the pandemic. In addition, she stepped in to help lead another department in the bank through a leadership transition. With limited expertise in this area, she proactively jumped in providing support to this team in addition to her own. “Linda is a well-respected team player who is truly fearless in her approach and never complains,” says Manzi.
Fidelity Bank Vice President and Small Business Relationship Manager Becky Beaton of Rindge NH received the bank’s client-facing Mission Accomplished award in recognition of her stand out work with the Commercial Lending and Community Banking team in their successful implementation of the Payroll Protection Program (PPP) that provided critically needed help to hundreds of small businesses. “Becky has been such a treasure for our clients and the bank this year,” says Manzi. Beaton provided 24/7 support for the hundreds of clients urgently seeking these loans from April through July, while also providing guidance to the CARES Team and support to the Commercial Lending and Credit Admin teams receiving and processing the applications. In addition to caring for her clients and colleagues throughout the process, Beaton also worked hard to continuously improve the process in an unwavering pursuit of excellence, serves as an important liaison with the bank managers, and generates small business loans.
Role Model awards were given to employees who personify Fidelity Bank’s five guiding values of treating everyone with care and respect, exhibiting honesty and integrity, pursuing excellence, being committed to continuous learning and improvement, and maintaining a positive and fun work environment.
The entire IT team received the bank’s Role Model award for personifying the bank’s guiding value of Treating Everyone with Care and Respect. They are Systems Administrator Damian Scott of Leominster, Systems Engineer Marcin Wiadrowski of Holden, Systems Analyst Tracey Collins of New Ipswich, NH, and Systems Administrator Helen Bleckley of Clinton. The team worked tirelessly and with great dedication and intelligence to meet the challenge of Fidelity Bank having to deploy people to work remotely to preserve their health, while caring for its clients. They deployed new technologies and acquired equipment so the bank could implement a new workplace model without missing a beat. None of the staff at Fidelity Bank could have been heroes without the IT team and their immense care.
Jessie Maldonado of Leominster was honored for exemplifying the bank’s guiding principal of pursuing Continuous Learning and Improvement. Maldonado is Assistant Branch Manager for the Leominster Main Street banking center of Fidelity Bank. This year Maldonado demonstrated initiative and passion to help her colleagues and her banking center be the best it could be. She demonstrates consistent willingness to increase her own knowledge and impressed the importance of this on others.
Emily Daugherty of Leominster was recognized for Maintaining a Positive and Fun Work Environment. Daugherty is Fidelity Bank’s Marketing Coordinator and was recognized for her consistent contributions to every celebration, recognition event, and client campaign. She produces creative materials, handles social media, and was a huge part of ensuring that the pandemic didn’t take the fun or positivity out of events that had to go virtual such as retirement celebrations and graduations. Daugherty perseveres with positivity. Her colleagues never hear a negative word from her. Her efforts have made sure that the Fidelity Bank workplace remained positive and fun despite the challenges of 2020.
Helen Bleckley of Clinton was honored for Pursuing Excellence. Bleckley is a Systems Administrator who used her technical ingenuity to provide excellent service to her colleagues just so they could do their day-to-day work. Additionally, this individual teamed up with the HEART Club with an innovative approach to help with the technical details of the bank’s first Heart and Sole challenge. While wearing a smile Bleckley has put her excellence on display last year.
Janette Fontaine of Baldwinville was recognized for Exhibiting Honesty and Integrity. Fontaine is a Client Care Representative whose diligence and commitment to Fidelity Bank clients is evident and has been recognized many times. She has walked some clients through situations to help them avoid scammers, helped others avoid peril and did so with an immense amount of care. One client said she even “saved the day.”
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About Fidelity Bank:
Founded in 1888, Fidelity Bank is one of the strongest independent community banks in Central and Eastern Massachusetts. Fidelity Bank’s unique LifeDesign approach to banking provides the care and clarity needed to make informed decisions with confidence. The Bank offers a range of personal and business banking solutions to clients in 14 full-service banking centers in Leominster, Worcester, Fitchburg, Needham, Gardner, Stow, Shirley, Barre, Millbury, Paxton, Princeton, and Winchendon. The Bank has consistently earned a “5 Star” rating from BauerFinancial, Inc., the nation’s leading independent bank rating and research firm. In 2020 Fidelity Bank was voted Worcester Telegram & Gazette Best Financial Services in Central Massachusetts and was named to the Boston Globe’s Top Places to Work list for the sixth time. As of September 30, 2020, the bank had total assets of approximately $1.15 billion. For more information, visit www.fidelitybankonline.com o www.facebook.com/fidelitybankma
When the workday ends and the lights go down, Custom Cleaning Service of Peabody, Inc. gets to work. “We operate as our clients’ silent partner after business hours,” says Adam Paicos, of Templeton, who now serves as Director of Operations and oversees the company’s expansion into North Central MA. “We are not often seen, but we ensure facilities are clean, secure, and ready for business each day while serving as the eyes and ears for our clients when they are not on site.”
Discover local business stories through our Inside North Central Massachusetts Podcast series. Listen as Chamber members share their journeys, insights, and contributions to our thriving regional business community.
Looking for your next opportunity? Explore current job openings from employers across North Central Massachusetts on our Jobs Board. Whether you’re starting a new career or making a change, you’ll find a variety of local positions available to help you take the next step.
CapEx Facility Services & Construction · Leominster, MA
TaraVista Behavioral Health Center · Harvard, MA
DRS Power Technology, Inc. · Fitchburg, MA
AIS · Leominster, MA