Mission Chamber of Commerce
BusinessTRACK connect • influence • prosper
Christmas: the best time to
acknowledge customer loyalty T
he holiday season is full of good will and many take this opportunity to acknowledge longstanding customers with holiday greetings and gifts. Thinking twice about it this year due to the economic climate and really, is it just warm and fuzzy and a costly expense? Understand that identifying and recognizing your loyal customers will have a direct impact on your ROI, better than any other marketing tool. Loyalty runs hand-in-hand with emotions. Customer loyalty is the result of consistently positive emotional experience, physical attribute-based satisfaction and perceived value of an experience, which includes the product or services. Investing in your relationships with present customers creating an increased retention of 5% can increase profitability between 25% and 85%. Increased profitability associated with customer retention efforts occurs because of several factors that happen once the relationship has been established: The cost of acquisition occurs only at the beginning of a relationship Long-term customers tend to be less inclined to switch, and also tend to be less price sensitive. Long-term customers may initiate free word of mouth promotions and referrals. Long-term customers are more likely to purchase ancillary products and high margin supplemental products. Customers that stay with you tend to
5. Keep an open mind. If you walk into a customer meeting absolutely convinced that the customer needs your offering, the customer will sense you're closeminded...and become close-minded in return. 6. Be willing to recommend competitors. When you're open to the idea that the customer might be better served elsewhere, your customer will begin thinking of you as a trusted adviser and consultant rather than all about the sale. 7. Have real conversations. A customer meeting should be a conversation and never a "sales call." Always spend more time listening to the customer rather than talking to the customer. 8. Be a professional. Customers want to do business with individuals who are in them. Honserious about what they do, and willing est curiosity helps to take the time to achieve a deep underyou understand how standing of their craft and their industry. you can better help your 9. Cultivate fearless integrity. Never be customers, while giving you afraid to take a stand, even when it's the opportunity to learn new things unpopular with your customer or your and make new connections. company. 3. Be consistent and reliable. People 10. Decide to make selling more fun. with the process, require less "educaonly offer loyalty to those whom they Building great relationships is not just tion", and are consistent in their order trust. Customers decide whether to trust good business, it's also great fun. Conplacement. you based upon your day-to-day behav- sider: wouldn't you rather spend time Increased customer retention and ior. If it's unpredictable, they'll shy away. with people whom you like (and who loyalty makes the employees' jobs easier Be consistent. like you in return) rather than trying to and more satisfying. 4. Let yourself be vulnerable. Pretending manipulate people into buying stuff they According to Geoffrey James, of Inc., don't need? to be Superman just alienates people. following these ten rules will create loy- Building a relationship requires discovSo don’t forget to send those Christalty relationships: ering the areas where you and your cus- mas cards there is still time before the 1. Make relationships your priority. Cus- tomer can work best together. holiday break.
be satisfied with the relationship and are less likely to switch to competitors, making it difficult for competitors to enter the market or gain market share. Regular customers tend to be less expensive to service because they are familiar
tomers immediately sense if you're using them (and the relationship) to work your own agenda. 2. Get curious about people. People are drawn to those who show a true interest
Swing Optical...3 Distinctive Businesses in One Great Location FASHION EYEWEAR Proudly serving Mission for over 25 years. • Fashion Eyewear • Contact Lenses • Sunglasses • Fully Licensed Opticians • Sight Testing
EYE EXAM Dr. Lyndon Balisky, Optometrist • Laser consultation • Contact lens fitting
Book Your Eye Health Examination Today 604-820-1112
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FREE Hearing Test. 604-557-9972 604.820.1112 www.mainlandhearing.com
Located inside Swing Optical
#2 - 33231 First Avenue • Downtown Mission • 604-820-1112 Monday - Friday 9:30 am to 6:00 pm • Saturday 9:30 am to 5:30 pm
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www.swingoptical.com
President's message: Elyssa Lockhart PAST PRESIDENT
Ann Harper VICE PRESIDENT
Pam Alexis
Satti Grewal
DIRECTOR
DIRECTOR
Pay It Forward Program In the spirit of giving the Chamber would like to give everyone the opportunity to help shape the future of business in Mission now and in the coming years. Through the highly successful Pay It Forward program there is a wonderful opportunity for the community to give local business a shot in the arm and vote of confidence by spending some hard earned money to ensure local shopping opportunities remain here in Mission. Your support of local business helps shape the future of business in Mission, don’t miss out on your opportunity! The Chamber of Commerce is open and inclusive and I invite all members to take part in the many events we host throughout the year, from the monthly luncheons, to networking events to Business Excellence and many others. Your voice in helping to be an advocate for business is always welcome. We would like to encourage you to participate in any of the various committees we have enacted to develop strategies and actions around such items as Tourism, Government Affairs, Membership and one or two others. Please contact the Chamber for further details on how you can help us create stronger connections for business and community. Most importantly I give you my Best Wishes for a Joyous and Safe Christmas shared with family and friends! Sean Melia PRESIDENT
Cal Crawford
Carol Hamilton
DIRECTOR
DIRECTOR
Dave Sawatzky
Tricia Townsend
DIRECTOR
DIRECTOR
Corey Jong DIRECTOR
Allan Main LIAISON, C.F.N.F.
Mayor Ted Adlem DOM LIAISON
New Chamber Benefit – Alicanto
Never market alone! Marketing is an integral part of running a successful business, but most small businesses simply cannot afford to hire a full-time marketing manager. With Alicanto, they don’t have to. We want small businesses to succeed, so we want them to have the marketing tools at their disposal that will best help them. To that end, Alicanto is like a virtual Chief Marketing Officer (CMO) for our clients, one who provides marketing guidance and ensures that your customers are well cared for and
informed about what’s going on with your business. With Alicanto, you can also send birthday cards, and do so much more! You can send out holiday promotions, keep your Facebook and Twitter feeds up-to-date and relevant to your cause and maintain other social media campaigns. And you can work together with other businesses in your area to foster relationships that will help both of you increase traffic to your businesses through our Alliance program. With all these tools at your disposal, you’ll have an arsenal to win
Your Comfort is our Calling.
the fight for marketing success! The Chamber is proud to bring this resource to its members. For those interested in Alicanto and how they can build relationships with their customers; the Chamber will be hosting a workshop in January. Participants will be able to work with this innovative program and speak with an Alicanto expert. For more info on Alicanto, contact Raj Saran, member_services@ missionchamber.bc.ca
• Commercial/Residential • Heating/Cooling • Air Conditioning • Furnaces • Heat Pumps • Commercial Refrigeration
TRUE NORTH MECHANICAL
604-854-0322
35220 Riverside Road, Mission BC truenorthmech@gmail.com
604-854-7034
Serving the Fraser Valley for over 13 years.
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Phone: or Page:
24
HOUR
2013 BOARD OF DIRECTORS
BusinessTRACK
SERVICE
BusinessTRACK
Dec 19 Chamber Christmas Luncheon Report on the Year Place: Ballroom, Mission Best Western Time: 11:30am – 1pm
Jan 16 Speaker: Fortis BC Place: Rockwell’s Chapel Room Time 11:30am – 1pm
Jan (TBA) Alicanto Seminar Place: Chamber Boardroom Time: TBA There will be no Chamber Luncheon in February due to the BC Winter Games Feb 20-23
Storage for Your Life assistant manager Melanie Porter can help you with all your self-storage and U-Haul requirements. MISSION RECORD PHOTO
Storage for Your Life: Where storage is more than just a locker By Kathleen Rake , Click Media Works Solutions, security and service are promised and delivered at Storage for Your Life (SFYL) on North Railway Ave. in Mission. In fact, those three words are the credo of the entire family-owned and -operated organization, which includes additional facilities in Surrey, Langley and Coquitlam. “We work hard to show our customers that storage is much more than just a locker,” said Ivan Martinez, marketing manager for the self-storage company. “We’ll take you on a tour of the facility and consult with you so you choose the right storage unit – one that is right in size, application and budget. We can show you how to get more use out of less space.” Along with indoor storage units of various sizes, SFYL provides secure outdoor RV parking and flexible rental periods. “You can rent a secure locker for a day, week, month or some other time configuration,” said Martinez. The facility is bright, clean and welcoming. Assistant man-
ager Melanie Porter is available most days to answer your questions in person, by phone or online. ”We have a familyand-friends self-storage promotion on right now until the end of January, 2014,” said Porter. “There are lots of extra savings and people can text ‘1freelock’ to 212121 for the coupon or call me for more information,” she added. The staff at SFYL will even receive shipments for you. “There are many small and home-based businesses in Mission that don’t have room to stock product, so they store it here. These customers can have product shipped here directly and we’ll receive it and put it away for them. Then we’ll follow-up to let them know goods have arrived,” explained Martinez. To round out their professional storage menu, SFYL recently partnered with U-Haul to provide convenient rental moving vans and trucks. More information call 604-814-5088 or click on our website at www.StorageForYourLIfe.com.
Scan this QR code with your smart phone to see details on our website
CHAMBER COMING EVENTS
DECEMBER \ JANUARY
Chamber Snapshots: A close-up look at members that keep Mission humming
Looking? Listing? CALL TODAY! When you know the local real estate market like I do, sales happen faster.
A Move Ahead
Cal Crawford Over 30 years experience 604-854-0392 103-32471 Lougheed Hwy. Mission |
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Email: calinmission@hotmail.com
member_services@MissionChamber .bc ca
execdir@MissionChamber .bc ca
Raj Saran
Executive Director
Member Services
Info@MissionChamber.bc.ca
Michelle Favero Admin@MissionChamber.bc.ca
2013 CHAMBER TEAM
BusinessTRACK
Allison Jack
Clare Seeley
Administration
Visitor Services
“Membership has its benefits!”
Mayor to speak at Christmas Luncheon The annual Christmas Luncheon will be full of news and fun as the Mission Chamber rounds out its year. Mission’s Mayor, Ted Adlem will address the annual event with a review of the District’s year and innovations being developed as part of the Downtown Revitalization Plan. Chamber President Sean Melia will also highlight the Chamber’s 120th year, as well as, presenting this year’s 25 Year Member Awards to Big Brothers Big Sisters Fraser Valley and KPMG Enterprise.
Also, your centre for Mission & BC Tourist Information
Mission Regional Chamber of Commerce w 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 4 3 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
INTERIOR INTER RIOR DESIGN
DAVIES
inside and out
Suite 1 33775 Essendene Avenue, Abbotsford 604.746.2972
• Commercial & Residential • Colour Co-ordinating • Design - Advice - Assistance • Renovations - Construction • Decorating - Furnishings • “Staging” to sell
Vishal Kant Bajpai, BSc, JD
Personal injury urry • Family law • Business law w •
www.bajpai.ca
•Excavators •Low-beds •Topsoil •Loading •Trucking •Cats
604-826-0594 gailhanslo@shaw.ca
11496 DEWDNEY TRUNK RD., MISSION, BC • MAIL - BOX 3663 • V2V 4L2
to
“Promoting P ti B Business i and d Tourism Development in Mission”
local l local local Serving the Mission comm community since 2006
I N F O R M AT I O N AVA I L A B L E
• Mission Community Profile • Commercial and Industrial Property Inventory • Business Opportunities 34033 LOUGHEED HWY., MISSION, BC V2V 5X8 Tel: 604.820.3789 • Fax: 604.820.6738 • Toll Free: 1.866.814.1222
email: edc@mission.ca • www.mission.ca
Come in before December 15, 2013
and receive a
p g ideas and creative classes! inspiring
“We create 328-32555 London Avenue, Mission 604.814.4500 www.cherrylanescrapbook.com | info@cherrylanescrapbook.com
All types of Sand, Gravel & Topsoil
“Creating Beautiful Spaces Since 1981”
www.northfraser.org
THE JUNCTION SHOPPING CENTER
604.826.6736
Gail Hanslo registered interior designer
info@northfraser.org
SCRAPBOOKS, CARDS, PAPERCRAFTS ...for the latest in unique products,
Sand & Gravel Ltd.
For a consultation call
Loans for business start-ups or expansions 604-826-6252
With completion of this year’s Pay It Forward…Shop Local campaign on December 15, the final count of receipts will be revealed culminating in a donation to the Mission Christmas Bureau. Even Santa Claus is expected to join in the Chamber’s salute to 2013 and build his Mission network. For more information and to register, contact the Chamber office at 604.826.6914 or admin@missionchamber.bc.ca Merry Christmas from All at the Chamber!
FREE DENTURE CLEANING. es” beautiful smil
“I have worn dentures for over 50 years and I have never had a new set of dentures feel this comfortable” Don N., Mission
604.814.0244 #102-7343 Hurd St, Mission Across from Mission Hospital
www.fischerdentures.com
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®
Markus Fischer, RD, RDT, PID
BusinessTRACK
leaders for the community. The Chamber has delivered many key events over the years including the Strawberry Festival, Soapbox Derby, Bald Eagle Festival, and of course the Candlelight Parade, which saw its 30th Anniversary last week. So next time you are driving along Lougheed Highway drop into the Visitor Information Centre for resources for local business or your trip. Use us, we are here to help. Keep updated through the Chamber website www.MissionChamber.bc.ca or via our Facebook Pages Mission.Business.Network, Mission BC Visitor Centre, and Tourism.Mission (for tourism and events), or Twitter @missioncommerce @stansturgeon1 Pioneers then…pioneers now, the Mission Regional Chamber of Commerce connects, influences and builds prosperity in Mission. Thank you for 120 great years of serving Mission!
s you have seen from the previous articles, the Mission Regional Chamber of Commerce has come a long way in its 120 years. From the initial conception back in 1893 with Harry Brown French, to the current Board and staff, business has continued to grow and prosper in our small community. Many of the guiding principles and practices have continued to hold strong throughout this time, including advocating for economic development, promoting tourism, running the Visitor Information Centre, and supporting local business. The membership base remains a reflection of our region including agriculture, forestry, manufacturing and retail. With over 450 members and growing, the Chamber remains the place for local business to come for support, advice and recognition. The pom-poms are never far away as the Chamber is the key Cheer-
120 YEARS STRONG
120 Years Strong A
Mission's Candlelight Parade. BOB FRIESEN PHOTO
Winter is here... are you ready? Quality Q lit auto t service i technicians, tech premium premiu tires, competitive competitiv prices, top-notch service.
That’s Just How We Roll
Taylor, Tait, Ruley & Company A Full Service Law Firm
B A R R I S T E R S & SOLICITOR S
Trust Commitment Integrity ...since 1978 33066 First Avenue MISSION Phone: 604-826-1266 Fax: 604-826-4288
email: info@taylortait.com
Gordon D. Taylor • • • • • •
B.A., LL.B.
Serious Injury Claims ICBC Matters Civil Litigation Corporate • Estates Wills/Estate Planning Foreclosures
John G. Tait, Q.C
B.Comm., LL.B. • Collaborative Divorce • Mediation • Divorce/Family Law Litigation • Adoptions, Custody • Separation Agreements • Marriage Contracts • Wills/Estate Planning • Estate Litigation • Property Claims
Gordon W. Ruley • • • • •
Donna Maser • • • • •
B.A., LL.B.
Real Estate & Mortgages Commercial Development Business Acquisitions Corporate Wills/Estate Planning
B.Comm., LL.B.
Family Law General Litigation Real Estate Law Municipal Law First Nations Issues
Eleanor L. MacDonald • • • • • •
B.A., LL.B.
Real Estate & Mortgages Wills/Estate Planning Committeeships Separation Agreements Uncontested Divorces Marriage Contract • Estates
Chris Stenerson • • • • • • •
33245 GLASGOW AVENUE (LOCATED NEXT TO COMMUTER RAIL)
Troy A. Dickson
MISSION 604.826.9119 Locally ownded and operated since 1973
B.A., LL.B Divorce/Family Law Litigation Separation Agreements Marriage Contracts Personal Injury (ICBC claims) Wills/Estate Planning General Litigation Collections • Foreclosures
• Articled Student
www.symons-exceltire.com
TIRES • SHOCKS • BRAKES • TUNE-UPS • ALIGNMENTS • CUSTOM EXHAUST • AIRCARE
www.taylortait.com
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B.Comm., J.D.