The Mission Record Thursday, May 10, 2012 23 BusinessTRACK connect • influence • prosper M ission Chamber of Commerce www.missionchamber.bc.ca W hen was the last time a customer told you how exceptional your service was? As a customer, how often do you vote with your feet based on your experience? In this new economic realty it is fundamental to any business to forge relationships that will build sales. In his Ted Talk, marketing guru John Gerzema talks about the post- crisis consumer. He lists four shifts in values of consumerism: déclassé consumption, ethics and fair play, durable living and cooperative consumerism. He notes consumers are educated to marketing techniques and are looking to reconnect with how they spend their money. This is a 180 degree shift from the mass consumerism that we have all witnessed prior to the economic crisis that has come in waves to our community. Most customers, whether they are consumers or business, shop in a place they know has the product, based on price and where they are known. Beyond the product they are looking for respect and to be valued as part of the experience. Building a relationship is more than ensuring customers are on the e-newsletter list or carry your loyalty card; it is about building a future transaction or referral. Creating a positive and engaged experience develops the relationship. On April 19, Worldhost Master Trainer Suzanne Carter brought her customer service expertise to the Chamber luncheon. She shared a great story about an amazing customer experience that she had in Mission though she lives in North Vancouver. Suzanne was thinking of buying a Jeep and had time to kill before meeting her parents for dinner at Mission Springs, so she stopped in at Pioneer Chrysler. In her story, she relayed how well she had been treated and how the salesperson valued her time and interest. The outcome was she bought the Jeep and continued to have it serviced in Mission as long as she owned it, even though she lived over an hour away. Suzanne’s story illustrates how one interaction can leverage further business, but by sharing it with the group, how referral stems from these positive experiences. Being viewed as a “small town”, Mission has a competitive edge to attract business by leveraging the customer service experience. Building on Suzanne’s testimony, it was this individual customer care that caused her to act as a consumer. This sense of value that we can communicate to any customer changes how our business is viewed. So are you leveraging your “small town” appeal? Do your customer walk away feeling valued? Build your customer experience skills further on May 31 and join Worldhost Master Trainer Suzanne Carter for Worldhost Training. For more information call 604-826-6914. Leverage your small town appeal with customers 604.820.1112 604 820 1112 swingoptical.com SIGHT SIGHT TESTING TESTING FREE FREE #2 - 33231 First Avenue, Mission • Mon-Fri 9:30 am-6 pm • Sat. 9:30 am-5:30 pm Some restrictions apply • See store for detaiis rescription unglasses FREE single vision tinted lenses with purchase of frame. VALUE $130 Fashion Eyewear 2 for 1 SALE Great Selection Pre Su FREE sing Building a relationship with your customers involves more than simply putting them on an e-mail newsletter list.
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The Mission Record Thursday, May 10, 2012 23
BusinessTRACKc o n n e c t • i n f l u e n c e • p r o s p e r
M i s s i o n C h a m b e r o f C o m m e r c e
w w w. m i s s i o n c h a m b e r. b c . c a
When was the last time a customer told you how exceptional your service
was? As a customer, how often do you vote with your feet based on your experience? In this new economic realty it is fundamental to any business to forge relationships that will build sales.
In his Ted Talk, marketing guru John Gerzema talks about the post-crisis consumer. He lists four shifts in values of consumerism: déclassé consumption, ethics and fair play, durable living and cooperative consumerism. He notes consumers are educated to marketing techniques and are looking to reconnect with how they spend their money. This is a 180 degree shift from the mass consumerism that we have all witnessed prior to the economic crisis that has come in waves to our community.
Most customers, whether they are consumers or business, shop in a place they know has the product, based on price and where they are known. Beyond the product they are looking for respect and to be valued as part of the experience.
Building a relationship is more than ensuring customers are on the e-newsletter list or carry your loyalty card; it is about building a future transaction or referral. Creating a positive and engaged experience develops the relationship.
On April 19, Worldhost Master Trainer Suzanne Carter brought her customer service expertise to the
Chamber luncheon. She shared a great story about an amazing customer experience that she had in Mission though she lives in North Vancouver.
Suzanne was thinking of buying a Jeep and had time to kill before meeting her parents for dinner at Mission Springs, so she stopped in at Pioneer Chrysler. In her story, she relayed how well she had been treated and how the salesperson valued her time and interest. The outcome was she bought the Jeep and continued to
have it serviced in Mission as long as she owned it, even though she lived over an hour away.
Suzanne’s story illustrates how one interaction can leverage further business, but by sharing it with the group, how referral stems from these positive experiences.
Being viewed as a “small town”, Mission has a competitive edge to attract business by leveraging the customer service experience. Building on Suzanne’s testimony, it was this
individual customer care that caused her to act as a consumer. This sense of value that we can communicate to any customer changes how our business is viewed.
So are you leveraging your “small town” appeal? Do your customer walk away feeling valued?
Build your customer experience skills further on May 31 and join Worldhost Master Trainer Suzanne Carter for Worldhost Training. For more information call 604-826-6914.
In 1893 the Mission City Board of Trade (now the Mission Regional Chamber of Commerce) was established by Harry French. Since then, we have developed and grown with the business community.
Through a survey, you have let us know that you agree we should celebrate our 120 years in the community. An extraordinary event and commemorative items topped your list of expectations. Nine members have offered to form a task force, to help the board develop a plan for this momentous milestone.
At the end of this month, I will be attending the BC Chamber of Commerce AGM, along with director Ann Harper. We will be presenting both our provincial and federal Fraser river management policies, and seeking support from the chamber network. It will be the fi rst time the Mission Chamber has developed and proposed policies for adoption on the provincial level. I am looking forward to reporting the successful adoption of our policies in our June newsletter.
Whether it is participating in task forces, volunteering at events or simply participating in surveys, your voice is ours. Over the course of the next year, I look forward to enhancing opportunities for more of your input.
Enjoy your read!
The producers of CBC’s hit show Dragons’ Den are looking for Canadian companies to participate in the second season of the reality business show The Big
Decision.
Canada’s top investors are on a mission: to spend their time and money to turn around struggling Canadian companies. These wealthy investors have founded companies worth hundreds of millions of dollars. Now, they will roll up their sleeves and visit the factories, shops, and offi ces of Canadian companies in need — providing expert business advice and a possible fi nancial investment.
CBC is sending out the call to business owners who would like to participate in the second season of this show. This is a once-in-a-lifetime opportunity to partner with a Dragon and receive national exposure for your company.
What type of companies can apply?
• Must have been in operation for at least three to fi ve years, or more;
• gross revenue of at least $500,000 per year;
• more than fi ve employees;
• privately held businesses, family businesses, partnerships,
limited partnerships;
• must be willing to commit to being fi lmed on camera for up
to a two-week period;
• a business registered in Canada, and;
• fl uent English speakers.
Here’s what our past participants have to say about their
experiences on the show:
“The benefi ts of the insights into your business and the
opportunities presented are large and worthwhile.”
Jennifer Williams, CEO, Camino.
“People keep coming by to see us because of ‘The Big
Decision.’ The show gave us great exposure and we’re so happy
to have participated.”
Karen King, co-owner, The Ice House.
To apply, visit cbc.ca/thebigdecision to complete an
application. Applications close June 8, 2012.
Allan MainLIAISON, C.F.N.F.
MayorTed Adlem
DOM LIAISON
The Mission Record Thursday, May 10, 2012 25
Membership of the Mission Chamber continues to grow in many different sectors.
Store front businesses with less than fi ve employees and home-based businesses see the many advantages of being part of the Chamber. Money-saving discounts, endless networking opportunities and community connections that are offered by the Chamber continue to be valued. Educational seminars offered throughout Small Business Month help Mission businesses acquire the skills to work on the many obstacles and challenges small and large business face each year.
The community is moving forward with development and with that comes new businesses.
Join us in welcoming 24 new Chamber Members that signed on this year:
BusinessTRACK
w w w. m i s s i o n c h a m b e r. b c . c a
Our constituency office is here to assist you with:•GOVERNMENT RELATED ISSUES •INFORMATION ON GOVERNMENT PROGRAMS
•CERTIFYING YOUR COPIES •ARRANGING CONGRATULATORY MESSAGES
Randy HAWES, MLA Abbotsford - MissionMarc DALTON, MLA Maple Ridge - Mission
M i s s i o n R e g i o n a l C h a m b e r o f C o m m e r c ew w w. m i s s i o n c h a m b e r. b c . c a 6 0 4 - 8 2 6 - 6 9 1 43 4 0 3 3 L o u g h e e d H w y, M i s s i o n B C V 2 V 5 X 8
"Membership has its
benefits!"Also, your centre for Mission & BC TouristInformation
Angel EliasMembership Co-ordinator
mem
bers
hip_s
ervic
es@
miss
ionch
ambe
r .bc
ca
Allison JackTourism Co-ordinator
tour
ism_s
ervic
es@
miss
ionch
ambe
r .bc
ca
Michelle FaveroManager
man
ager
@m
ission
cham
ber .
bc c
a
Heather KardalVolunteer Co-ordinator
volun
teer@
miss
ionch
ambe
r .bc
ca
STORE HOURS: MON - FRI 9AM -9PM; SAT & SUN 9AM - 6PM
11496 DEWDNEY TRUNK RD., MISSION, BC • MAIL - BOX 3663 • V2V 4L2
The recent development approval of the Carhoun and Sons application situated on
Wren Street and Lougheed Highway is a positive for Mission. Supported by the Chamber, this development fi ts within the OCP developed by the community in 2009.
As commercial infi ll, this development will add signifi cant commercial tax revenue for the district. Mission’s reliance on residential taxes to support municipal services discourages not only opportunities for growth and development, but also available services.
Additionally, the project offers other advantages that will offset district costs and meet identifi ed
community needs. Environmental compensation relating to the proposed development will include the gifting of high-value ecological land for trails and green space as well as redirection of un-detained storm water outfalls to address slope stability issues. Each of these items identifi ed are out of fi scal reach of the district.
While recognizing change is diffi cult, developing recognized commercial infi ll that will provide increased municipal revenue, long-term environmental benefi ts and value additions to municipal services, the Chamber fully supported the application and is pleased to see the project moving forward.
For more information on the Mission Regional Chamber of Commerce,