Business Track - Dec 2013 edition

The holiday season is full of good will and many take this opportu-nity 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 ex-pense? 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 emo-tions. Customer loyalty is the result of consistently positive emotional experi-ence, physical attribute-based satisfac-tion and perceived value of an experi-ence, which includes the product or ser-vices. 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 be-cause 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 re-ferrals.

Long-term customers are more likely to purchase ancillary products and high margin supplemental products.

Customers that stay with you tend to

be satisfied with the relationship and are less likely to switch to competitors, mak-ing it difficult for competitors to enter the market or gain market share.

Regular customers tend to be less ex-pensive to service because they are familiar

with the process, require less "educa-tion", and are consistent in their order placement.

Increased customer retention and loyalty makes the employees' jobs easier and more satisfying.

According to Geoffrey James, of Inc., following these ten rules will create loy-alty relationships:1. Make relationships your priority. Cus-

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

in them. Hon-est curiosity helps

you understand how you can better help your

customers, while giving you the opportunity to learn new things

and make new connections.3. Be consistent and reliable. People only offer loyalty to those whom they trust. Customers decide whether to trust you based upon your day-to-day behav-ior. If it's unpredictable, they'll shy away. Be consistent.4. Let yourself be vulnerable. Pretending to be Superman just alienates people. Building a relationship requires discov-ering the areas where you and your cus-tomer can work best together.

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 close-minded...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 else-where, your customer will begin thinking of you as a trusted adviser and consul-tant 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 serious about what they do, and willing to take the time to achieve a deep under-standing of their craft and their industry.9. Cultivate fearless integrity. Never be afraid to take a stand, even when it's unpopular with your customer or your company.10. Decide to make selling more fun. Building great relationships is not just good business, it's also great fun. Con-sider: wouldn't you rather spend time with people whom you like (and who like you in return) rather than trying to manipulate people into buying stuff they don't need?

So don’t forget to send those Christ-mas cards there is still time before the holiday break.

c 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

Christmas: the best time to acknowledge customer loyalty

t i f l

M i s s i o n C h a m b e r o f C o m m e r c e

BusinessTRACK

Swing Optical...3 Distinctive Businesses in One Great Location

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On location Wednesdays

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BusinessTRACK


2013

BOA

RD O

F DI

RECT

ORS

Sean Melia PRESIDENT

Ann HarperVICE PRESIDENT

Cal CrawfordDIRECTOR

Dave SawatzkyDIRECTOR

Elyssa LockhartPAST PRESIDENT

Tricia TownsendDIRECTOR

Carol HamiltonDIRECTOR

Pam AlexisDIRECTOR

Satti GrewalDIRECTOR

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!

Corey JongDIRECTOR

Allan MainLIAISON, C.F.N.F.

MayorTed Adlem

DOM LIAISON

President's message:Pay It Forward Program

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

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, [email protected]

New Chamber Benefit – Alicanto

Your Comfort is our Calling.

Serving the Fraser Valley for over 13 years.

TRUE NORTH MECHANICAL35220 Riverside Road, Mission BC

[email protected]

Phone: 604-854-0322

or Page: 604-854-7034

24 SERVICE

HOUR

• Commercial/Residential• Heating/Cooling• Air Conditioning

• Furnaces • Heat Pumps• Commercial Refrigeration

Storage for Your Life assistant manager Melanie Porter can help you with all your self-storage and U-Haul requirements. MISSION RECORD PHOTO

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 Mis-sion. 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 peri-ods. “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 family-and-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 Mis-sion 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,” ex-plained Martinez.

To round out their professional storage menu, SFYL re-cently 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.

BusinessTRACK


CHAMBER COM

ING EVEN

TS

Scan this QR code with your

smart phone to see

details on our website

Storage for Your Life: Where storage is more than just a locker

Chamber Snapshots: A close-up look at members that keep Mission humming DECEMBER\ JANUARY

Dec 19Chamber Christmas Luncheon

Report on the Year

Place: Ballroom, Mission Best Western

Time: 11:30am – 1pm

Jan 16Speaker: 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

When you know the local real estate market like I do, sales happen faster.

Looking? Listing? CALL TODAY!

604-854-0392 103-32471 Lougheed Hwy. Mission | Email: [email protected]

Cal Crawford Over 30 years experience

A Move Ahead


BusinessTRACK20

13 C

HAM

BER

TEAM

Mayor to speak at Christmas Luncheon

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

benefi ts!”

Also, your centre for Mission & BC TouristInformation

Allison JackAdministration

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Michelle FaveroExecutive Director

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Raj SaranMember Services

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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.

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 [email protected] Christmas from All at the Chamber!

Suite 1 33775

Essendene Avenue,

Abbotsford604.746.2972

• Personal injury• Family law• Business law

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w

Vishal Kant Bajpai, BSc, JD

www.bajpai.ca

Loans for business start-ups or expansions

604-826-6252 [email protected] www.northfraser.org

THE JUNCTION SHOPPING CENTER 328-32555 London Avenue, Mission 604.814.4500

www.cherrylanescrapbook.com | [email protected]

SCRAPBOOKS, CARDS, PAPERCRAFTS

...for the latest in unique products, inspiring ideas and creative classes!p gp g

Markus Fischer, RD, RDT, PID

“I have worn dentures for over 50 years and I have never had a new set

of dentures feel this comfortable” Don N., Mission

Come in before December 15, 2013

and receive a FREE DENTURE

CLEANING.

#102-7343 Hurd St, MissionAcross from Mission Hospital

www.fischerdentures.com

Serving the Mission community since 2006

Serving the Mission commsince 2006

“We create beautiful smiles”

604.814.0244 ®

INTERIOR DESIGNR inside and out • Commercial & Residential • Colour Co-ordinating• Design - Advice - Assistance • Renovations - Construction• Decorating - Furnishings • “Staging” to sell

INTERRIO

For a consultation callGail Hanslo registered interior designer“Creating Beautiful Spaces Since 1981”

604-826-0594 [email protected]

tto lloocallllooccaall

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All types of Sand, Gravel & Topsoil

•Excavators •Low-beds •Topsoil •Loading •Trucking •Cats

DAVIESDAVIESSand & Gravel Ltd.

604.826.6736

11496 DEWDNEY TRUNK RD., MISSION, BC • MAIL - BOX 3663 • V2V 4L2

“Promoting Business and Tourism Development in Mission”I N F O R M AT I O N AVA I L A B L E

• Mission Community Profi le• Commercial and Industrial Property Inventory

• Business Opportunities34033 LOUGHEED HWY., MISSION, BC V2V 5X8Tel: 604.820.3789 • Fax: 604.820.6738 • Toll Free: 1.866.814.1222

email: [email protected] • www.mission.ca

P ti B i dd

Taylor, Tait, Ruley & CompanyB A R R I S T E R S & S O L I C I T O R S

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 B.A., LL.B.• Real Estate & Mortgages• Commercial Development• Business Acquisitions• Corporate• Wills/Estate Planning

Donna Maser 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 B.A., LL.B• Divorce/Family Law Litigation• Separation Agreements• Marriage Contracts • Personal Injury (ICBC claims)• Wills/Estate Planning• General Litigation• Collections • Foreclosures

Troy A. Dickson B.Comm., J.D.• Articled Student

www.taylortait.com

TrustCommitment

Integrity...since 1978

33066 First Avenue MISSION

Phone: 604-826-1266 Fax: 604-826-4288

email: [email protected]

A Full Service Law Firm


120

YEAR

S ST

RON

G

BusinessTRACK

As you have seen from the previous articles, the Mis-sion 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 cur-rent 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 eco-nomic development, promoting tourism, running the Visitor In-formation Centre, and supporting local business.

The membership base remains a reflection of our region includ-ing agriculture, forestry, manu-facturing and retail. With over 450 members and growing, the Chamber remains the place for local business to come for sup-port, advice and recognition. The pom-poms are never far away as the Chamber is the key Cheer-

leaders for the community.The Chamber has delivered

many key events over the years including the Strawberry Festival, Soapbox Derby, Bald Eagle Festi-val, and of course the Candlelight Parade, which saw its 30th Anni-versary last week.

So next time you are driving along Lougheed Highway drop into the Visitor Information Cen-tre for resources for local business or your trip. Use us, we are here to help.

Keep updated through the Chamber website www.Mission-Chamber.bc.ca or via our Face-book Pages Mission.Business.Net-work, Mission BC Visitor Centre, and Tourism.Mission (for tourism and events), or Twitter @mission-commerce @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!

120 Years Strong

Mission's Candlelight Parade. BOB FRIESEN PHOTO

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MISSION 604.826.9119www.symons-exceltire.com Locally ownded and operated since 1973

That’s Just How

We Roll

Business Track - Dec 2013 edition

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Transcript of Business Track - Dec 2013 edition