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
Maybe you’ve heard the value of word-of-mouth advertising; according to Nielsen ratings, 92% of consumers trust their friends’ and family’s recommendation over traditional advertising. That doesn’t mean you can simply sit back and assume that the quality of your product is so much better than your competition’s that customers will be raving about it to their friends without any extra effort on your part.
We want you to get the answers you need to the questions that will grow your business. How can you turn satisfied customers into loyal repeat visitors? How can you get customers to become promoters, so impressed with their experience with your product or service that they can’t wait to tell everyone they know? The answer is a little trick called customer engagement.
For hospitality businesses like hotels and sit-down restaurants, it’s easier to craft a lasting user experience because your guests spend more time in your establishment. For people who own retail stores and quick-service restaurants, however, it’s a little more complicated.
Your customers only spend a little time interacting with your business, no more or less than they do with your competitors, so customer engagement turns into a war for the attention of patrons whose time in your location is fleeting at best. It’s one thing to make a purchase that you’re satisfied with — it’s a whole other ballpark when trying to create a lasting impression.
That’s why customer experience matters so much. And for businesses that don’t have the advantage of having their customers’ full attention, creativity is key to creating a lasting experience without actually getting to spend significant time with the customer in question.
This theory is far from unfounded. According to a study from the White House Office of Consumer Affairs, 80% of consumers said they would pay more for a better experience. This means engaging with customers in and outside of your brick & mortar establishment, creating a friendly interaction between your brand and your customers.
Take Chik-fil-A, for example. When the chicken chain first opened, the founder had a firm idea of what he wanted the experience of the restaurant’s guests to be. Every cashier says something like “my pleasure” or “have a nice day”. People crave this type of friendly encounter with customer service pros and will go out of their way to get it.
But what about when customers aren’t in the physical confines of your store? Then it pays to use digital marketing tactics that give your brand a personality. Make sure your company twitter account is interacting with people in a positive way, whether you’re responding to requests or complaints or simply about promotions your business is running. Personalize your emails with a survey that shows that your brand truly wants to get to know the customer and their tastes.
When you become more than just a faceless brand, and something like a helpful companion, dare we say even a friend, to your customers, that’s when they’ll be inclined to recommend you to their peers, friends, and family. That’s the process of turning a customer into a loyal promoter.
Article Source: State House News Service
Article By: Matt Murphy
JAN. 22, 2021…..After four years of watching Donald Trump govern by tweet, President Joe Biden took to the medium from which Trump is now banned on Wednesday morning with a message of his own.
“It’s a new day in America,” Biden tweeted.
He was right, of course. Biden was about to institute a mask mandate on federal property, order the United States back into the Paris climate accord and stop building a wall along the border with Mexico.
But the inauguration of Joseph Robinette Biden as the 46th president of the United States also ensured that it will soon be a new day in Massachusetts, with state-federal relations about to undergo a complete reset.
Baker often said he found Trump’s Cabinet to be good to work with, even if he didn’t agree with the man in the Oval Office. But the upper echelons of the Centers for the Disease Control, the U.S. Department of Labor, the U.S. Department of Commerce and the Federal Highway Administration will now be stocked with true F.O.C. — Friends of Charlie.
The development at Highway came to light this week in an announcement Baker described as “bittersweet.” After a six-year stretch that started with the “Snowpocalypse” of 2015 and will end with a round of pandemic service cuts at the MBTA, Transportation Secretary Stephanie Pollack is trading Baker for Biden.
Pollack will begin work next week as deputy administrator of the Federal Highway Administration. The governor tapped Registrar of Motor Vehicles Jamey Tesler to fill Pollack’s shoes temporarily.
When she was chosen by Baker at the start of his first term, Pollack was one of the most high-profile examples of what would become Baker’s bipartisan approach to governing — a Democrat most closely identified with her work at the Conservation Law Foundation to extract transit concessions from the state to mitigate the impacts of the Big Dig.
She leaves as the face of Baker’s transportation legacy, an unwavering ally through good times and bad.
“It just never hurts to have relationships with people in high places,” Baker said Thursday.
And he’ll have plenty of them.
As Donald Trump departed Washington, he broke from tradition once again by skipping his successor’s inauguration, and telling a small group of supporters at Andrews Air Force Base that he would be “back in some form.”
“So, have a good life. We will see you soon. Thank you. Thank you very much. Thank you very much,” Trump said, making his last public statement as president before jetting off to Florida.
The Massachusetts Republican Party responded to the occasion by thanking Trump for four years of service, while Baker waited until after Biden swore his oath of office to make his only public statement of the day — a welcome to the new administration.
Baker is hoping that with the Biden team in charge of vaccine distribution in Washington the state will get better “visibility into the pipeline” that is currently delivering about 80,000 doses a week to Massachusetts.
The latest data released by the state Thursday indicated that 359,919 doses of the 591,775 shipped to Massachusetts have been administered so far as Baker announced a series of steps this week to increase access to the vaccine. But the governor and Public Health Commissioner Monica Bharel both talked this week about it being difficult to plan for distribution when the state is only told on a week-to-week basis how much vaccine to expect.
Congregate care facilities, including prisons and shelters, began vaccinating this week, and Baker announced that as of Thursday everyone in Phase I – which newly included home-based health care and non-COVID care providers — is now eligible.
To accommodate the growing pool of vaccine-eligible residents, Baker announced while touring the mass vaccination site at Gillette Stadium that Fenway Park would open next month as the state’s second mass vaccination site, and that CVS, Walgreens and other private partners would begin to receive vaccine for distribution.
The state Public Health Council also approved pharmacy students and students training to be physician assistants to administer vaccines after they’ve been properly trained, adding to a pool of providers that already included medical and nursing students.
The push to ramp up vaccine distribution came as public health officials announced that two cases of the more contagious, and possibly more deadly, strain of the coronavirus first found in the United Kingdom had been detected in Massachusetts.
It was only a matter of time and Bharel said the safety protocols, including mask-wearing and distancing, don’t change with the new variant, but a more contagious form of the virus could eat away at the positive trend lines that prompted Baker to relax some of the post-holiday restrictions he put in place.
Baker said that since Jan. 1 new cases of COVID-19 had fallen 30 percent, the positive test rate had dropped 30 percent, and hospitalizations were down 10 percent. Those improving public health conditions were sufficient to convince him to lift the stay-at-home advisory and curfews for businesses that he put in place to protect against the post-Christmas surge.
The governor had been advising people to remain at home between 10 p.m. and 5 a.m., and in order to make that possible had told businesses like restaurants that they must shut down by 9:30 p.m. each night.
While Baker is lifting those curfews on Monday morning, he’s not adjusting the 25 percent capacity limits for most businesses, and won’t for least another couple of weeks, he said.
The week quite literally revolved around Wednesday and the activities in D.C., which turned out to be more celebratory than calamitous, which had been feared. But it was hard not to feel like the threat of more violence at state capitols kept Beacon Hill quiet this week.
Lawmakers largely stayed away, though Speaker Ron Mariano and Senate President Karen Spilka did make good Tuesday on their promise to refile the climate and emission reduction bill that Baker vetoed last week unchanged.
The big question now is when will they ask freshly sworn-in House and Senate legislators to vote on the package that was negotiated last session, and if they will entertain any changes — either ones sought by the governor or their own members – before they send it back to Baker.
While legislative Democrats plotted their next moves on climate change, Baker was preparing to give his first pandemic-era “State of the Commonwealth” address next week and to file a budget proposal for fiscal 2022.
He and Lt. Gov. Karyn Polito teased the governor’s budget with the Massachusetts Municipal Association as a spending plan that will increase unrestricted local aid by $39.5 million, or 3.5 percent, and for the first time fund the 2019 Student Opportunity Act.
The MMA sneak peak has been a tradition spanning multiple governors, and a sign that some things are returning to normal.
If you’re involved in the real estate market as an investor, agent, buyer, or seller, you likely already know that this is one industry that’s in love with the latest technologies. From the latest apps to innovations in customer service, tech innovations have dramatically changed how Realtors do business.
Here’s our picks for the top 7 tech trends for real estate agents in our community:
Virtual Reality, or VR, gives agents the power to create virtual tours of the properties they have for sale, giving prospective buyers an immersive experience that’s second only to being there in person.
While VR technology is still a bit pricey for the average Realtor, experts predict this growing tech trend will be worth $2.6B by 2025. Sotheby’s International Realty already uses VR to market high-end residential properties both here in the United States and abroad.
We all know that prospective home buyers want to picture what their furniture would look like in their new home, right? Thanks to Augmented Reality (AR) technologies, you can now superimpose a specific piece of furniture, a fixture, or accessory into any room, making it easy to see what a space could look like with some personal touches.
With the wide-spread adoption of ‘smart’, internet-connected devices like smart thermostats, smart alarms, and smart locks, look for old technologies like real estate lock boxes to disappear in favor of digital access codes and security apps.
Use of internet-enabled mobile devices like smartphones and tablets continues to rise in the United States and beyond. According to the National Association of Realtors, nearly 60 percent of all residential buyers found their home through a search on their mobile device, which is why a mobile-friendly website is a must-have for every real estate agent.
Drones give Realtors the power to take impressive high-definition photos and videos from heights of properties that are available for sale or lease. Look for more listings to include images that deliver a birds-eye view that was previously only available by hiring a specialized aerial photographer.
Social media platforms such as Twitter, Facebook, and Instagram provide real estate agents with powerful tools they can use to market their business, connect with clients, and establish themselves as a local subject matter expert in our community.
And if you think managing all those online accounts is simply too time consuming, social media management platforms like Hootsuite and Agorapulse are designed to automate content delivery, track mentions and shares, and stamp out online trolls.
Even the most energetic real estate agent needs to take a break – that’s why chat bots – those little pop-up boxes are quickly become a feature on many brokerage websites.
Also known as virtual assistants, chat bots provide personable, 24/7 customer service that can help capture leads and even answer basic questions – perfect for all those late-night online home shoppers.
First batch of hand sanitizer produced in Revolutionary Clinics’ Fitchburg-based cultivation facility to be delivered Monday

“I am proud of a Fitchburg-based operation making a pivot from its usual activities to support the fight against COVID-19. Revolutionary Clinics is a prime example of how businesses can leverage their resources to help our communities tackle this pandemic together,” said Stephen L. DiNatale, Mayor of Fitchburg. “Efforts like this demonstrate the potential for good that exists when all members of the community band together to face these historic challenges.”
The COVID-19 outbreak has created a shortage in the availability of medical supplies, including hand sanitizer. While the production of hand sanitizer is not overly sophisticated, the materials involved are expensive and it requires specialized equipment. Given the distillation processes that regularly happen at cannabis cultivation facilities, these operations are well-suited to produce hand sanitizer. A public health emergency order issued by Department of Public Health Commissioner Monica Bharel, MD, MPH, on March 23rd officially granted cannabis operators the authority to produce hand sanitizer for clinicians and health facilities. On March 30th, Revolutionary Clinics will deliver its initial batch of 35 gallons of hand sanitizer to be distributed to local hospitals. The next round, 80-90 gallons, will be ready for delivery by the end of the week.
“In a very difficult time for people across the globe, we felt it was incumbent upon us to step up and use our infrastructure and our know-how to support those who are on the front lines of fighting this pandemic, our health care workers,” said Keith Cooper, CEO of Revolutionary Clinics. “I am extremely proud of our employees who have enthusiastically embraced this project in addition to our continued mission of serving our medical patients and I would also like to give credit to my fellow CDA Board Member, John Hillier of Central Ave. Compassionate Care and Gage Cannabis for bringing this initiative to our attention. The cannabis community is passionate about doing good in our neighborhood and we are always looking for opportunities to do so.”
The production of hand sanitizer at Revolutionary Clinics’ Fitchburg-based cultivation facility is being carried out by Lab Team members Stephen Golden, Danielle Desmond, David Nunes, Ryan Corrazini and Evan Lambert under the supervision of lab manager and Vice President of Product Dan Gillan using protocols and standard operating procedures provided by members of MHA. Gillan estimates that the facility can produce upwards of 200 gallons of hand sanitizer per week that can be fully donated to hospitals. To facilitate the production, Revolutionary Clinics applied the World Health Organization’s guidelines to its cannabis machinery and will fill five gallon jugs so that the hand sanitizer can be transported for use in hospitals. All ingredients were sourced and paid for by Revolutionary Clinics. Hand sanitizer inventory will be transported to Massachusetts Emergency Management Agency for distribution to individual hospitals.
“Recognizing the massive and immediate demand for medical supplies, the biggest challenge for us was getting set up to start producing as quickly as possible so that we could get hand sanitizer to hospitals,” said Dan Gillan, Vice President of Product at Revolutionary Clinics. “Securing the necessary raw ingredients required a couple of days and a couple hundred phone calls to suppliers. After accumulating what was needed, we converted our ethanol extraction laboratory from cannabis extraction to hand sanitizer production and created a sanitary work environment. Since our standard operational needs for cannabis extraction meant that we already had about 90 percent of what it took to produce hand sanitizer, it was a no brainer for us to take on this effort once we were given the go-ahead. The entire team is excited and humbled by the ability to step up and do this for our health care system during such a critical time.”
Earlier this month, Revolutionary Clinics announced that it will donate two percent of all sales through April 20 to the Mayor’s Disaster Relief Fund which was activated to support residents in Cambridge affected by COVID-19. Revolutionary Clinics currently operates three locations in Somerville and Cambridge and has served Massachusetts medical marijuana patients since 2017 and supports the arts and a host of local charities through its corporate social responsibility program, Cannabis with a Conscience.
About Revolutionary Clinics
Revolutionary Clinics is harnessing the positive power of the emerging cannabis industry to raise the standard for alternative care and generate economic opportunity across Massachusetts. At its three registered marijuana dispensaries in Cambridge and Somerville, Revolutionary Clinics provides the highest quality medical marijuana products and the very best in patient care, and was named best medical dispensary in the state by its peers in 2019. Its state-of-the-art cultivation facility in Fitchburg, Mass. is the largest in the state and supplies over 25 retail establishments with sought-after products and flower. Revolutionary Clinics employs more than 170 colleagues across its manufacturing and retail operations and generated tens of thousands of dollars in tax revenue for Massachusetts’ communities in 2019. Through its corporate social responsibility program, Cannabis with a Conscience, Revolutionary Clinics joins with a range of partners in supporting healthy lives and vulnerable populations, advancing community revitalization efforts through philanthropy and public-private partnerships, and promoting diversity within the cannabis industry. Learn more at RevolutionaryClinics.org.

NEADS anticipates great community support for this initiative and will make an advance delivery of books next week.
“While our day-to-day focus is making sure NEADS dogs and staff continue to be safe and healthy, NEADS wanted to do something to bring joy in these uncertain times,” says Cathy Zemaitis, NEADS Director of Development. “We realize that having children at home unexpectedly can be challenging, and we hope Let’s Go will be a welcome diversion. And people who buy the books can feel good that they’re also helping children in need. NEADS Assistance Dog Marcus works at Franciscan Children’s, so the hospital was a logical partner.”
“Like other hospitals, we’ve had to put strict visitor policies in place due to COVID-19,” says Matthew Lynch, Communications Specialist, Franciscan Children’s. “This will certainly help bring a light to our patients’ lives when they may be receiving fewer visitors than normal, and for that we are so grateful.”
About NEADS Inc.
NEADS Inc. is a 501(c)(3) nonprofit organization located in Princeton, Massachusetts. Established in 1976, NEADS offers the widest array of Service Dog programs in the industry, including Service Dogs for adults and children with a physical disability, Service Dogs for veterans, Service Dogs for Hearing, and Service Dogs for children with autism or other developmental disabilities. NEADS dogs are also partnered with professionals in classroom, therapy, hospital, ministry, and courthouse settings. For more information, please visit neads.org.
About Franciscan Children’s
Since 1949, Franciscan Children’s has served children and adolescents with complex medical, mental health, and special educational needs. As the largest provider of pediatric mental healthcare in Massachusetts and the only solely pediatric post-acute hospital in New England, we are a critical link in the region’s healthcare system.

Open for Emergency Care In Fitchburg
We want the surrounding communities of Fitchburg to know that Watkin Dental Associates is open for Emergency Care.
If you are experiencing a dental emergency please take the following steps:
Our office is located at:
26 Whalon St.
Fitchburg, MA 01420
At this time we are open Monday, Wednesday, and Friday from 8am – 12pm noon.
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