Mission:
As a regional Chamber we serve and promote our members and proactively
encourage economic growth. We support members by providing information,
training, networking opportunities and advocacy.
How to Create Loyal Customers
V o l . N o . 8 • I s s u e N o . 1 0 • A p r. 2 0 1 0
by Andy Porter,
owner of Customer
Service Bootcamp
If you want great
word of mouth about
your business you
need to create loyal
customers. There are
six main areas that
need to be addressed
to have consistent awesome customer service. These
six steps are outlined below.
1. Top down customer service. Great customer service starts at the top. It flows from the owner to the
management, onto the staff and then between the
staff. We already know that people tend to treat
others the way they are treated. If the owner or
management treat the staff with kindness and
understanding and follow the next 5 points they
will have loyal customers. If not, they will have
trouble.
2. A business must have a system to gather accurate,
up-to-date feedback from customers to really
know how the customers feel and what needs
work. Otherwise it’s all just guessing.
3. Constant unrelenting attention on customer
service based on the feed back you receive. Hold
weekly meetings to discuss what is working and
what needs to work better. Ask your experienced
staff to come up with ways to handle any customer service problems.
4. An ongoing program to train and educate staff.
This includes: training for their basic duties and
complete understanding of the services or products offered, mastery of all applicable software,
customer service training and when that’s all
done, cross training on related positions.
5. Recognize and reward service excellence.
Employees who excel at customer service should
cont’d on page 3
Members Speak
IN THIS ISSUE
Who’s that Member ............2
Book of the Month .............2
New & Renewing Members...4
Announcements..................5
Events Calendar..................6
Fun Fact ............................8
THE MOUNT VERNON
CHAMBER
of COMMERCE
Share how chamber membership has benefited your business in this monthly article.
Send your testimonial and photo to
[email protected] and you
could be featured too!
Kymber Self – Therapeutic Massage
As a member Ambassador and in my third year
with the Mount Vernon Chamber I have experienced the opportunity to contribute to my community; a source of timely business knowledge; a
LEGACY
Platinum Members:
Phone: (360) 428-8547
Fax: (360) 424-6237
www.mountvernonchamber.com
[email protected]
PO Box 1007, 105 East Kincaid Street
Mount Vernon, WA 98273-1007
Gold Members:
Chamber Chat News is designed by
Guy D. Corp of grafixCORP • grafixCORP.com
Paul Genest Agency
Silver Members:
chance to network
with community leaders; a place to find
mentors and good
friends; camaraderie
with other entrepreneurs. The Mount
Vernon Chamber is
like having an instant
team of salespeople.
MEMBERS
Bronze Members:
Who’s that Member?
MEMBER PROFILE
Residential
Remodels
Our design team has been creating distinctive
and functional spaces in Skagit County for
18 years. Choose from manufactured lines,
displayed in our showroom, or a custom design
made in our fully equipped shop.
1-888-755-6385
(360)428-0916
www.valleycabinets.com
Protection You Can Trust
Auto • Home • Life • Business • Bonds
Offering complete client tailored
insurance coverage.
360.336.2112
501 S 2nd St • Mount Vernon | www.wycoffinsurance.com
BOOK OF THE MONTH
Each Month the Mount Vernon Chamber of
Commerce calls on The Tattered Page to
scout a book to help you improve your business and work life. This month’s book is
available at the Tattered Page at 514 S. 1st St.
in Downtown Mount Vernon.
Each month, the Mount Vernon
Chamber of Commerce will randomly select
a member to feature. This is a great way to
get to know some of the diverse and interesting businesses in our community.
Hart’s Floral
Hart’s Floral is the oldest, largest and
best florist in Skagit Valley. They are the
oldest because they have been in business
since 1943, the largest because they have
2600 square feet of space with a large
design staff, and the best since they’ve been
voted best florist in the Skagit Business
Pulse’s People’s Choice Awards every year
since 1996 (the year that Colleen McKnight
and husband Kurt Kazda purchased the
business). They are a full service florist
offering fresh flowers, indoor and outdoor
plant baskets, gourmet food baskets and
more. What makes them unique is the huge
selection of fresh flowers coming in everyday, the fact that their product is guaranteed and the variety of products such as
vases and containers they carry. Customers
are “wowed” every day by the work that
Hart’s Floral does right there on the corner
of Riverside and Commercial.
Colleen got into the floral industry
because she wanted to be able to produce a
tangible product. She previously owned a
floral shop in Olympia before deciding to
buy Hart’s Floral and move to Mount
Vernon. Colleen and Kurt love Skagit
County for the beauty of the valley and
variety of agriculture here. They also like
the pride that people take in Skagit County.
Families are born and raised here then
decide to stay here, something that wasn’t
very common in Olympia.
One business that Colleen really
admires is Mount Vernon Towing & Auto
Repair, because of their decision a few years
back to get into auto repair. Colleen says
that owner, Doug Faber, did a great job of
developing and implementing the plan to
venture into auto repair. Colleen also plans
to stick with the Chamber because of the
great programs offered, amount of leads
and referrals, and the high level of activity
with the business community.
Social Networking Spaces: From
Facebook to Twitter and Everything In
Between, Todd Kelsey
What the heck is Facebook? Twitter?
Blogging? This book answers these questions and explains how to use a variety of
social networking sites to keep in touch,
stay in business, and have fun. It covers the
main social networking “spaces,” and
introduces some of the ways people are
enjoying them within a family or business
context. It includes information on posting
pictures, using add-ons, and working with
Facebook and LinkedIn groups. It explains
the phenomenon of Twitter and what to
expect in the future.
Social Networking Spaces show how to
connect between these sites, such as sending
a Twitter message that updates your
Facebook status, or exporting your LinkedIn
contact list and using it to invite people to
Facebook. It also includes discussion of how
to use social networks for both personal and
business use, and how to keep them separate.
What you’ll learn
• Learn why people have been flocking to
these social media sites.
• Discover how these sites can help you
communicate with friends and family.
• Put that digital camera to use with
Facebook and Flickr photo albums and
Twitpics.
two
• Learn how you can use these sites to promote your business.
• Learn how to keep your business and
personal life separate online.
• Learn how you can do all this while staying safe online.
Social Networking Spaces is for anyone wondering how social networking
works, and how to use it to stay in touch,
make business contacts, and build an
online presence. Todd Kelsey is the founder
of Communications for the World, a
Chicago-based think tank. An aspiring
sunflower farmer and digital archaeologist,
he looks forward to hearing from people
who want to change the world.
Mount
Pam McNaughton
The Tattered Page
Chamber Chat News
cont’d from page 1
be acknowledged and if possible promoted. Building a team of motivated,
empowered staff is the key to creating
loyal customers.
6. Recognize and get rid of employees
who constantly gossip, gripe and com-
plain. They cause stress for the rest of
the staff and make everyone’s life miserable (including their own). If management does not rapidly rid the company of these people they will drive
your best staff away.
Beat the Tulip Crowds at Locals
Only Night with the Chamber
Sponsorship Opportunities
The Chamber’s Business Happy
Hour and Open House will be at Tulip
Town during their Locals Only Night on
Wednesday April 21st from 5:307:30pm. Enjoy free admission to Tulip
Town, network with chamber members
& other locals, and view their blooming
gardens. Tulip Town is located at 15002
Bradshaw Rd. in Mount Vernon. We
hope to see you there.
Waterfront Revitalization Project
Gains Momentum
Recently Mount Vernon Chamber
CEO Kristen Whitener spent three days
in Washington DC with a group from
Skagit County regarding the Mount
Vernon
Downtown
Waterfront
Revitalization Project and the Skagit
River Flood Issues to bring attention to
the needs in Skagit County to our elected officials in Washington DC. The
showing of solidarity was definitely
noticed by our Congressman and
Senators as face to face discussions were
held first with the Mount Vernon Project
and then the Skagit River Flood issues.
The City of Mount Vernon has
worked for nearly 6 years to get to the
point they are at today, that is shovel
ready. With all the permits in hand, environmental studies done and phase one
ready to start the middle of April, this
project will hopefully rise to the top. The
Mount Vernon chamber has been in support of this project since the inception
and has sat on the Citizens Advisory
Group since it started. The chamber
board feels strongly that this is an important economic project that will lead to a
bright future for not only our downtown
core, but the entire city. Don Wick,
Executive Director for Economic
Development Association of Skagit
County has said “Mount Vernon’s downtown area is like no other in the state,
where else can you find a gem like this
surrounded by a million people, we need
to harness the power of the river and utilize the river for a prime destination”. This
is exactly what this plan is doing and we
are pushing for it to happen.
On the other side of the coin is the
Skagit River Flood issue that was also discussed as a group, this issue is much more
complex and multi pronged. The Skagit
County local governments are convinced
that the hydrology which the federal
agencies are using to determine the 100year flood event is wrong. The people of
Skagit County would like to see this fixed
before inaccurate FEMA Flood Insurance
Maps are released which will have a devastating impact on our local economy.
Residents also want the ability to move
forward with flood protection projects.
This is one of the most critical issues facing Skagitonians and cannot be taken
lightly. We all want to be adequately protected and preserve life.
Vernon
w w w. m o u n t v e r n o n c h a m b e r. c o m
three
- Newsletter Inserts - $75 - 550 businesses per month.
- Newsletter Sponsorship - $500 - $1,500
- 6,600 copy annual distribution.
- E-Chat Sponsorship - $75 - Nearly
800 weekly e-mail distribution
- Website Sponsorship - $50-$100
monthly- Over 300 website pageviews
daily.
- Membership Luncheon Sponsor $250 - Logo visibility, 5-min. presentation, banner, distribute flyers.
- Breakfast Biz-Buzz Sponsor - $150 Logo visibility, 5-min presentation,
banner
- Skagit Young Professionals Event
Sponsor - $150 - Logo visibility, 5-10
min presentation, distribute flyers.
- Million Dollar Golf & Trade Show $50 - $2,500 annually - Summertime
networking with over 150 golfers and
attendees.
Call (360) 428-8547 or e-mail
[email protected]
for more info
NEW MEMBERS
New Members
Labor Ready
Jack Hamilton
2222 Riverside Dr., Suite 202
Mount Vernon, WA 98273
(360) 424-3205
www.LaborReady.com
Employment Services
Three Rivers Inn
Jeanny Thalen
210 Ball St.
Sedro Woolley, WA 98284
(360) 855-2626
Hotel/Motel
Triple Goddess Botanicals & Spa
Jodie Buckingham
310 W. Montgomery St.
Mount Vernon, WA 98273
(360) 540-0185
www.mytriplegoddess.com
Beauty, Personal Care, Salons & Spas
Pacific NW Float Trips
Dave Button
20200 Cook Rd.
Burlington, WA 98233
(360) 420-4349
www.PacificNWFloatTrips.com
Recreation
RENEWING MEMBERS
Thank you to these Members who have continued their
Membership Support.
Silver Legacy Membership Renewals
Bronze Legacy Membership Renewals
Membership Renewals
MacGregor
“The Plaid Books”
“Say Yellow to the Future”
17869 SR 536 • Mount Vernon, WA 98273 USA
(360) 336-6171 • Fax (360) 428-3052
www.yellowbook.com
ALAN Heated Mini Storage
Anderson Appliance
B.E.C.U.
Cedar Creek Lumber
Central Moving & Storage
Comcast Cable
Denise Davis LMP
Emde Chiropractic
Express Employment Professionals
Fairfield Inn & Suites by Marriott
Friendship House of Skagit Valley
Hamilton / Saunderson
Holiday Inn Express & Suites
Life Care Center of Mount Vernon
McCary Creative
four
Mount Vernon Senior & Community
Center
Pacific Party Canopies, Inc.
Pacific Power Batteries
Peoples Bank @ Haggen
Piazza Realty Property Management,
Inc.
Pratt Pest Management NW
Rosario Skin Clinic
Steam Interactive, LLC
Tazer Valley Farm
The Conway Muse
The Sterling Touch
Valley Cabinets Kitchens & More Inc
Wizards of Ooze
Mount
Chamber Chat News
ANNOUNCEMENTS
La Conner Announces the First Ever Taste
of La Conner
Join us on May 14th for the First Ever
Taste of La Conner. From 4-8 pm explore the
delicious and exquisite cuisine exclusive to La
Conner featuring fresh, local ingredients
from Hedlin Farms. Enjoy 5 tastes for $25,
visit the Museum of Northwest Art, Shop,
and Stay. For more information please contact the La Conner Chamber :
www.laconnerchamber.com
[email protected] or 360 466-4778.
Mount Vernon Express Employment
Professionals Franchisee Named Franchisee
of the Year
Mark and Sandy Hagen, owners of the
Mount Vernon and Bellingham, Wash.,
Express Employment Professionals offices,
have been named the 2010 Express
Franchisee of the Year award winner. Each
year, this award recognizes and honors a franchisee who excels in building brand equity
and a distinguished company reputation.
Awards Banquet Honors Skagit Businesses
and Entrepreneurs
An awards banquet to honor some of
Skagit County's top businesses and entrepreneurs was held Thursday, March 18 at
McIntyre Hall in Mount Vernon. The second-annual Skagit County Business Person
of the Year awards banquet will honor finalists for Business Person of the Year, Small
Business of the Year and Start-up Business of
the Year. Also, John Piazza of Piazza
Construction will receive the Lifetime
Achievement Award and Don Wick, executive director of the Economic Development
Association of Skagit County, will accept the
Leadership Award.
Haggen Food & Pharmacy Leading Efforts
to Raise Funds for MS Programs, Research
Haggen Food & Pharmacy stores are
combining efforts with customers and vendors to support Walk MS, the largest annual
fundraiser of the National Multiple Sclerosis
Society. Haggen Food & Pharmacy and TOP
Food & Drug stores have been named presenting sponsors of Walk MS, which will be
conducted by the MS Society's Greater
Northwest Chapter on April 10-11 at eight
sites throughout Washington. MS Society
supporters may choose to walk 3 or 4 miles
at the site closest to them and seek donation
pledges.
plete list of previous inductees, visit
www.skagit.edu/halloffame.
Distribution Begins for I Love Skagit
County Guide
Distribution of the inaugural I Love
Skagit County Visitors' & Newcomers' Guide
began on March 12th. I Love Skagit LLC, publisher of the annual guide, is owned by Guy &
Lisa Corp and Jeremy & Jamie McCullough.
The 2010/2011 edition includes over 25 area
maps, 100 photos, profiles on every community in Skagit County and useful information
for visitors and newcomers to the area. Guides
are available at numerous locations around
Skagit County including all of the Skagit
County Chambers of Commerce and Tulip
Festival and EDASC offices.
WWU Student Joins Fire Mountain Solar
for Website Development
Alana Nelson, Owner and Office
Manager of Fire Mountain Solar LLC, has
announced that Western Washington
University student Rachel Smith has accepted an internship position to help design their
new website. Rachel, a Marketing major with
a supplementary Internet Studies certificate,
will create the basic framework and search
functions of the new website.
Relaxation Station Celebrates 5 Years in
Business
Relaxation Station in downtown Mount
Vernon is celebrating their fifth year in business. The unique shop created a niche in
2005, providing a mini sanctuary for busy
professionals in need of a brief respite from a
hectic schedule. Services at Relaxation Station
range from water pressure beds and massage
chairs to a full oxygen bar and aromatherapy.
Skagit Valley College Foundation Will Fund
More than $308,000 in Scholarships
The Skagit Valley College Foundation
Board of Governors recently approved more
than $308,000 in endowed scholarship funds
to be awarded to Skagit Valley College students during the 2010-2011 school year. This
endowed scholarship allocation is the largest
scholarship distribution the SVC Foundation
has ever provided in its 32-year history.
The Outlet Shoppes at Burlington Change
Hours with Daylight Savings Time
Horizon Group Properties, Inc.
(OTC:HGPI.PK), Owners of The Outlet
Shoppes at Burlington announced today
the hours of the shopping center will
change in conjunction with Daylight
Savings Time. Effective March 15, 2010 the
new mall hours will be 9:30 AM to 8:30 PM
Monday through Saturday and 10:00 AM to
7:00 PM Sunday.
Leadership Skagit- Class of 2011
Are you looking for the following challenges for yourself or your team members?
- Raise your professional profile!
- Meet and network with current leaders!
- Explore Skagit County issues!
- Enhance your community leadership skills!
-Give back through a Leadership
Development community service project!
Applications available now! Early Bird
Deadline May 17th. Don't miss this chance
for comprehensive community leadership
training for yourself and/or your staff
SUNDANCE Energy Services, Inc. Earns
Coveted Angie's List Super Service Award
Sundance Energy Services, Inc. has been
awarded the prestigious 2009 Angie's List
Super Service Award! The award reflects company's consistently high level of customer
service. Fewer than 5 percent of the companies on Angie's List meet the eligibility
requirements to be considered for the award.
Vernon
Skagit Valley College Announces Hall of
Fame 2010 Inductees
Skagit Valley College has named 18
people to its Hall of Fame, an award established in 1989 to honor individuals who
have made extraordinary contributions to
Skagit Valley College or honored it by their
personal achievements. To view the com-
Skagit Valley Medical Center Establishes a
Clinical Research Department
Skagit Valley Medical Center is pleased
to announce the addition of a Clinical
Research Department. Establishing a Clinical
Research team places SVMC at the forefront
of medical advances and offers local patients
the ability to receive the latest treatment
options for their condition. The SVMC
Clinical Research team coordinates the care
of patients who choose to participate in
national clinical trials and registries and
works closely with each patient over the
course of the study. Patients interested in volunteering for a clinical study are encouraged
to call (360) 848-4155 for more information.
w w w. m o u n t ve r n o n c h a m b e r. c o m
f i ve
Mount Vernon Chamber Board Chair,
Mark Hulst, cuts the ribbon with owners,
Joe Pacheco and Suzan Torguson at the
NW Golf Carts Grand Re-Opening of their
new location at 4128 Cedardale Rd. in
Mount Vernon.
Forecast for the April Biz Buzz:
Networking with a Chance of iPod
RSVP for the
best ways within
April 28th Biz Buzz
the chamber to
Luncheon or miss
meet new people,
out on some great
get the word out
networking and
about your busithe chance to win
ness, and develop
Luncheon
Sponsor
an iPod courtesy of
leads. The event
meeting sponsor, American Family
starts at 11:15am, lasts until 1:00pm, and
Insurance. Prepare your 1 minute
is located at the Best Western CottonTree
speech, bring lots of business cards and
Inn Convention Center at 2300 Market
flyers to pass out, and get ready to develSt. in Mount Vernon. To RSVP go to
op new business relationships at this
www.MountVernonChamber.com or
highly attended event. This is one of the
call (360) 428-8547.
June 24th, 2010
5:00-7:00pm
Skagit Valley Gardens
Hot Tub Raffle
$10.00 per ticket • $6,000 value
Tickets Available Apr. 1 - June 24
from the Chamber Office, Board
Members, or Ambassadors.
Jan Hollenbeck and Alice Mulligan of AFLAC show off their AFLAC Duck inspired table
they created for their sponsorship of the March Membership Luncheon.
CHAMBER EVENTS CALENDAR
April 1 - April 30 Skagit Valley Tulip
Festival
April 9 - SYP’s FRIDAYS @ 4 with Andy
Woppler of Puget Sound
Energy
April 12 - Chamber Ambassador
Committee Meeting
April 13 - Chamber Board of Directors
Meeting
April 21 - Business Happy Hour &
Open House at Tulip Town
April 28 - Chamber Member
Orientation
April 28 - Biz Buzz Networking
Luncheon. Sponsored by
American Family Insurance
May 4 - Communications/Membership
Committee Meeting
six
May 6 - SYP After Hours at Business
Bank’s 5 Year Anniversary
Party
May 11 - Chamber Board of Directors
Meeting
May 13 - Skagit Hot Deals Committee
Meeting
May 13 - Business Happy Hour & Open
House at My Own Vintage
Every Friday at 4:00pm - SYP’s FRIDAYS @ 4 at Max Dale’s
Martini Lounge
Every Thursday at 8:00am Government Affairs
Committee Legislative
Conference Call
Mount
Chamber Chat News
SKAGITPUBLISHING
COMMERCIAL PRINTING
360.416.2142
Wendy Krause, Sales Manager • [email protected]
Newsprint Books & Catalogs - Brochures - Magazines
Company Newsletters - Graphic Design Services and much more!
The Chamber Board of Directors and staff
poses with their hardhats before their guided tour of the state-of-the-art Sierra Pacific
Mill in Burlington. Thank you to everybody
at Sierra Pacific for a fascinating tour of a
mill that is normally not open to the public.
Mayor Bud Norris cuts the ribbon at the
Grand Re-Opening of Ameriprise
Financial with Colin Sands, Gregory A
Eliason, and Larry Clark. The branch,
located at 308 Gates St. in Downtown
Mount Vernon, was recently remodeled
and looks incredible.
All your protection under one roof
Auto • Home • Business • Life
®
Paul Genest
Owner/Agent
Office: 360.757.1155
Cell:
360.840.9802
Fax:
360.757.1156
[email protected]
www.PaulGenest.com
UPBEAT AWARD WINNER
Catlyn Preston of Superior Graphic Design
According to Random House Dictionary
the definition of "Upbeat" is: Optimistic
Cheerful Happy
I will take the liberty to expand on
that definition to include:
Optimistic collaborative problem solver
Selfless volunteer
Delighter in helping others
Offerer of one's time and talents for the
betterment of the group
Facilitator of fun luncheons either from
the forefront, or as in today's recipient
from the background
Listener Compassionate Truthful
teered time and talent to create logos and
graphics for chamber special events
(Business Happy Hour, Golf & Trade
Show, Jump Into Summer Party, Pass the
Buck Program to name a few.
Please help me congratulate this
month's Upbeat Award Recipient Catlyn Preston!
Bridging the Technology
Technolo
hnology Gap!
Your single source office technology provider
Fast and Friendly Professionals
• Document Management Strategies
Expert Service and Sales
Scan to E-mail, FTP, or File
Low Cost Color Printing Systems Improved Workﬂow Efficiencies
Digital Printers & Copiers
D
1575 Port Drive
Vernon
Today's recipient is on the Board of
Directors, Ambassador Chairperson, has
helped design the new membership
applications for the chamber, volun-
www.PaulGenest.com
1840 S Burlington Blvd, Burlington
Rachel Porter of Balloon Splendor passes
the Upbeat Award to Catlyn Preston of
Superior Graphic Design.
w w w. m o u n t v e r n o n c h a m b e r. c o m
seven
www.oas
oasysinc.c
inc.com
360-755-0309
PRESORTED STANDARD
US POSTAGE PAID
MOUNT VERNON, WA
PERMIT No. 47
PO Box 1007
Mount Vernon, WA 98273-1007
Phn: 360.428.8547
Fax: 360.424.6237
www.mountvernonchamber.com
Or Current Resident
We build <b> great </b>
web sites that work.
Can’t escape the same
old mousetrap?
e-Commerce Shopping Carts • Animation • Database Integration
PRINT
•
ILLUSTRATION
•
WEB
Guy D. Corp, CCO Chief Creative Officer
360.424.5268 | www.grafixCORP.com
Printwise has built a totally new one.
360-424-5945 (oﬃce) • 2226 Market Street • Mount Vernon, WA 98273 • www.printwiseinc.com
President/CEO
Kristen Whitener, IOM
Membership & Tourism
Director
Karen Mills
Administration &
Communication
Ryan Schols
Chair
Mark Hulst
Dally's Auto Body
Dr. Carl Bruner,
Superintendent
Mount Vernon School District
Past Chair
Didi Hagman
Valley Cabinets Kitchens and
More
Vice Chair
Paul Pickering
Max Dale's Steak & Chop
House
VIC
Keith Ridgley
Marinus Rouw
Bud Whitney
Thank You VIC Volunteers
Arliss Abbott
Jerry Anderson
Ron & Betty Eerkes
Carol Garrard
Bob Johnson
Michael B. King
Judy Knight
Florrie Reep
We Appreciate You!
Treasurer
Rob Martin
Chinook Enterprises
Assistant Treasurer
Frank Tuzzolino
Geiger's Custom Cleaning
Legal Counsel
Rachelle Eason
The Eason Law Firm, P.S.
Jeff Harris
Anderson Appliance
Brian Soneda
Mount Vernon City Library
Darlene Mindrum
Think Solutions Consulting
Deb Bundy
Skagit Publishing
Gary Lorenz
Skagit Valley Gardens
Catlyn Preston
Superior Graphic Design
Beau McCallum
Action Pages
Dave Johnson
Skagit PUD
Patt Woods
Sound Cedar
Matt Youngsman
Human Resources, Inc.
Tammy Custer
Liberty Tax
April Axthelm
Axthelm Construction ACI
O F F I C E
S T A F F
B O A R D
O F
D I R E C T O R S
FUN FACT of THE MONTH
The word "queue" is the only word in
the English language that is still pronounced the same way when the last
four letters are removed.