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Category: Leadership

Newnan-Coweta Chamber-2024 Chamber of the Year Finalist with Candace Boothby

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Brandon Burton 0:00
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You’re joining us for a special episode in our 2024 ACCE Chamber the Year Finalist Series and our guests for this episode is Candace Boothby. Candace is the President and CEO of the Newnan-Coweta Chamber in Georgia. It’s a position she’s held for almost 21 years. She is a certified chamber executive, the top professional certification nationally and only one of two CCEs in Georgia. Candace is known for high energy and innovative approach to organizational management traits which assist her in developing many successful initiatives. Her ongoing commitment to excellence resulted in the Newnan-Coweta Chamber receiving the coveted Five Star accreditation from the US Chamber of Commerce and maintaining it for the past 16 years, placing it in the top 1% of chambers nationwide. In 2015. Through her leadership, the Newnan-Coweta Chamber was named the National Chamber of the Year the first chamber in Georgia to receive this designation. Professionally, Candace received her accreditation and public relations in 2002. Graduated from with her IOM in 2005 received her Georgia certified chamber executive recognition in 2007. And in 2013 obtained her CCE designation. She has served on numerous community and professional boards throughout her career including the chair of the Georgia Association Chamber of Commerce in 2013 to 2014 and two terms on the ACCE Board of Directors where she also has chaired the Chamber of the Year program and currently chairs and currently chairs the Fringe Benefits Inc board. In 2021. She was named the Legacy Award recipient by her Georgia peers.

A Texas native Candace. His career spans 37 years 35 of them in Georgia after graduating from Baylor in Waco, Texas. With her Bachelor of Arts degree in journalism, she got her start in chamber work at the Greater Killeen Chamber in Texas. She brightened her background by working for a State Technical College at a Baptist Hospital, a large metro Atlantic public school system and community not for profit. Before coming to the Newnan-Coweta Chamber in September 2003, which became the third chamber she served.

Candace, I’m excited to have you with us today on chamber tap podcast. Congratulations to you and your team for being selected as a Chamber of the Year Finalist again, this is very exciting, but wanted to give you a chance to say hello to all the Chamber Champions who are out there listening and to have you shared something interesting about yourself so we can all get to know you a little better.

Candace Boothby 3:59
Well, it’s great to be here. Thank you and I were sharing earlier, this is my second time to visit with you. And I want to just give a shout out to everybody out there and chamber world. We all know how much we love what we do. And I think that reflection of that is when you do get moments in time opportunities like this. But like you said, I’ve been in my current community 21 years in September. I love what I do as much as I did the very first moment I started in the chamber industry. We all know there are ups and downs that it gets in your blood, and it just doesn’t go away. So we do have an organization we’re about 740 Plus members give or take whatever day of the week. It is our budgets a little over a million dollars. We are located about 25-30 minutes south of Hartsfield Jackson airport. So I like to say I’m, we’re close enough to the gravitational pull of Atlanta to take advantage of all their benefits. But we have a sense of place and a sense of community that’s uniquely ours. So I am proud to be where I am today talking with you. And something interesting. I think you said Brandon about me. Okay, so I’m native Texan San Antonio was my home. I have family in Waco and Macedonia has and variety of places and the only family member to have left. The one day I just happened to be I went down a rabbit hole, following a chamber member who was on a genealogy trip. And I thought, Well, why don’t I just click on My great grandmother whose name was gravestone, Spearman, and I knew that she had connections to Georgia. And she married a man from Louisiana, and they settled in East Texas, Pittsburgh, if anybody knows where that is. And so I did. I googled her. And I recognized my grandmother and all her brothers and sisters on that page was very detailed, was clearly my family. And so I thought, well, let me click on her mother. And I did and I discovered that my great great grandmother was born right here in 1845. And can’t wait Academy. Which What are the odds? Right, so then I clicked on her parents. And I discovered that her father is buried in our historical cemetery across the street from the chamber. That’s like my great, great, great grandfather. So here I am, native Texan, moved to Georgia, when I was 22 ended up in this community and the pleasure of being able to serve here for so many years, discovering that I’m from here, originally. So it’s kind of like one of those moments, I got all excited, because I’m like, what, how many generations is that, and, you know, you have a lot of communities depending on where they are in their lifecycle that might have a lot of history. And you have to be born here, or your grandfather has to be born here, you know, for you to be actually considered from that community. Right? Yeah. And so when I did my math, I called up one of my board members who I knew was one of the older families in town. I think he was eight, eight and a half generations, something like that. And I use 20 generations as my litmus. So I did my math. I called him up. And I said, Hey, Garnett, how many generations are you? And he told me and I said, Well, I told him what store and I said, well, guess what? I win.

Then I told my board chair at the time, and he said, Oh, you’re a homing pigeon. So I feel like that’s why I’ve always felt an affinity for Noonan and Kavita County. It’s been my blood. And they’re no joking, right? Literally.

Brandon Burton 8:01
Yeah, I’m assuming the chamber office as long as you’re there, it can never move because that gravitational pole to that historical cemetery across the street.

Candace Boothby 8:10
Thank you. Yes. There’s a lot of gravitational poles going on.

Brandon Burton 8:13
That’s right. That’s right. Now that’s awesome. How do you guys say, sounds like great chamber, obviously being selected as a chamber, the year finalist again, after winning back in 2015. And that speaks a lot to your chamber and to the the repetitive nature of being able to be selected and to be able to rise to the top of the ranks among chambers again, so great job to you guys. And I’m excited to dive into this episode with you and really spend time talking about the two programs that were submitted on your chamber the year application, and we’ll dive into those as soon as we get back from this quick break.

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All right, Candace, we’re back. So as I mentioned before the break, we’ll spend most of our time today talking about the two programs on your chamber, the your application, if you would like to introduce the first program to us, and we will dive into that and kind of the origins and how that became something of interest for you guys to take on. And we’ll explore that topic, but please introduce it.

Candace Boothby 11:05
Okay. So the first program is the Forward Coweta Summit. Originally, we were calling it the growth summit that, you know, that has different connotations, so we just called it the Forward Coweta Summit. The purpose of this program is really just to educate the citizens create civic engagement and conversation around key topics. So we are a very fast growing community. We’re fortunate in the sense that our governments have made really good decisions over the years. So our growth has not outpaced us. But we’re kind of at that tipping point. And so we also have such a younger generation, it’s important that we bring them into the dialogue in the conversation. So we have actually used the forward can we to summit as a platform to really strategically engage a younger audience. We’ve got several tools that we’ve put into place as a result of that. We started big picture the first year, which was last year. And it brought in some really cool speakers throughout the metropolitan Atlanta area, just to talk about what they’re doing in their community, how they managed growth, what they did in certain areas, how do you create the sustain of vision, this year, we’re actually narrowing it just a little bit. And we are going to focus a little bit more on talent retention and recruitment, in addition to quality of life. So we had great participation, we a lot of strategies on the front end, where we went out and did one on one conversations with each of our elected officials in Jena to personally invite them to be there that day, we had great success doing that. Then we sent out a calendar invite, gosh, probably five, six months in advance. And then as we got closer, we we actually had hired a company to do our marketing. And so we did a very aggressive marketing campaign. Leading up to that day, we had about 300 that participated. And it was the right people to be in the room, which was our, our goal, because we wanted all the key stakeholders in the community, you know, and again, when you do something new like this, people are thinking, what are they doing? Why are they doing it? What’s the purpose, but we have done an Inner Inner community visit right before COVID, which was our first and so kind of dipping our toe into putting that conversation table together, if you will, around future issues. So it’s all a part of a bigger strategy, because if you look at our mission, it’s all about championing economic prosperity. And so this, we don’t do anything that’s not aligned with our mission. And we certainly get asked a lot by different people to do a variety of things, as most chambers do. That this one is probably one of my favorite programs, because it does bring all the right people together to the table to hear the information that you want to want them to hear to start the dialogue. And so this year, we did put a group of young next gen leaders to help they introduced the speakers last year and and have been a part of the process just giving feedback. And so now when this year is over, we’re going to start putting some We haven’t decided what we’re going to call a bit probably a little I don’t know conversation groups to break down some of the topics. And probably one of our biggest goals, outcomes that we’re looking for long term is more private investments. So we have a lot of investment by our government. And it’s fantastic. But we know that in order to really, I guess implement a bigger greater vision, it’s going to require more private invest MIT. So that’s, that’s kind of where we’re headed with all the conversation.

Brandon Burton 15:06
I love that I love having those goals to work forward in the picture of what you want next year to look like. And the idea of being able to bake in some other key factors to how a chamber operates. Like you mentioned, how can the next gen leaders introduce speakers and getting them involved and feel like they have a place in the community and with the chamber? In particular, I love that. You mentioned having the marketing company kind of create the campaign and get 300 participants and being the right people and says you’re considering the stakeholders that you wanted to be there? What did that look like? Who all did you want in the room? And then how did the marketing go out? Or is it open to the community? And at at large? Or was it targeted towards certain demographics of some sort? Or how did how was that planned out and thought through. So

Candace Boothby 15:57
it was open to the community at large, although we didn’t target the community at large. It was certainly open. Our number one stakeholder was our county commission and our city council, starting with the mayor and the county commission, Chairperson, because that’s, that’s where the rubber meets the road. And those are our most important community partners. So that’s where we started. And then we sort of backed our way into meeting with several of the county commissioners, the city council members, and we sort of backed our way into less formally, making sure that we had representation from our school board, from some of our smaller municipalities. And then we turned our attention to some of the larger industries. So we have a lot of internal groups within the chamber. So of course, while we’re doing a lot of the personal outreach, all of our target groups within the chamber as well as our members at large, they were the recipient, the target groups received the calendar invite. And then the bigger broader audience received the Save the date postcard, which came out five months in advance, and then the targeted emails. And then I think our social media campaign kicked in the event was the end of August, though it kicked in. Gosh, I can’t remember I want to say it was the mid to latter part of July. So it’s the last Wednesday in October, so you weren’t planning for this year. And in looking at last year’s timing, we’ve readjusted this year schedule just a little bit. So the calendar invites went out earlier, the Save the date cards are actually going out today. And the social media campaign will kick in mid July, and we haven’t heavily started promoting that will kick in the week after July 4. And, and then from that moment forward, we’ll be having conversations with people. And there is another group that I failed to mention, we did a survey during the events and before the event and after the event. And there were 50 people that that indicated they would like to be involved in this process. So while we’ve communicated with them, we haven’t done anything formal. So when this timeframe rolls around two to three weeks prior to that we’re going to connect with that group, and give them an assignment during the conference or during the summit, to listen for certain things. So that afterwards, we can get them together and do a larger debriefing than what we did last year with just our smaller next gen group.

Brandon Burton 18:42
Wow, I really liked that idea of being able to. So how was that question phrased on the survey then to because they can see, you know, do you want to get involved that can mean a whole lot of different things about what involvement might look like in a summit like this,

Candace Boothby 18:57
that haven’t looked at it in a while. But if I remember, I think it was something like this more gauging their interest in the topic and the conversation and desire to be engaged in conversation moving forward about where we’re growing as a community. So it was rather broad. But the fact that we have that many people that actually said, Yes, I was a little surprised, because that’s your built in audience right there.

Brandon Burton 19:24
It is. I imagine if you if you needed somebody you could pull from that group for one of the conversation groups that you’re talking about doing or something that you have a pool of people that are willing and want to be more involved. So I love that idea.

Candace Boothby 19:38
Thank you.

Brandon Burton 19:39
Yeah. Well, let’s shift gears a little bit to the other program on your chamber. The your application was called go digital. That Correct? That’s it. Tell us what that’s about and kind of the origins and how that’s been developed?

Candace Boothby 19:54
said go digital. We were very fortunate. Our county administer Strader approached me, I lose track of time, sometime you’re in a year ago, you’re gonna have to go about the ARPA funds into the American rescue plan funds. And he said that they were going to earmark just shy of a million dollars for the chamber. But we had to submit the traditional grant, which we did. And then we received two grants. One was for a talent development program. And the other one was for good digital. And I think we had about 400,000 applied to the go digital program. So I love this program. Because what it’s done, we were able to identify, during COVID, there were a lot of our small businesses, because they did not have an online e commerce presence, they were not able to, to really be as successful as they could have been otherwise. So we targeted companies who needed help with their digital assets, specifically, but not exclusively, online, e commerce. So we have a fantastic volunteer, he used to be our board chair, he’s retired senior VP of Finance for Yamaha just does a lot of great stuff with us. So he has been the project leader since the beginning. And he put together a group of digital asset providers, so member companies, and actually, I guess they were all members, we get a little loose about that, like, for instance, on the grant side, you did not have to be a chamber member to receive a grant. And we want to help all companies. And if it’s an opportunity for us, then to expose the chamber to somebody maybe and then turn them into a member. That’s, that’s great, that he pulled together a group of probably eight providers that worked on, you know, developing websites, and social media campaigns and all the things video that you would consider part of the digital assets. So they created the criteria. And they created everything, all the requirements. So there were requirements were the company that applied had to go through training. They only got a percentage of the money on the front end. And they had to complete the project before they received the remaining money. And so we were able to help. And the grants ranged from 2500. To just shy of 20,000, I believe, we were able to help a little over 60 companies believe we’ve given up most of the money we saw, we were able to get just a little bit more transferred over from our other grants into digital aid. So we can do a bit more this year. One of our providers, I thought did something quite clever. So we do a total resource campaign in the fall. One of our products is called other chambers do this as well try it Tuesday, and where we Wednesday, where you go out and you film them. And you see you try that you film them with trying something or show us what you’re doing depending on which day you purchased. And then we put those videos out on social media, we have a page on our chamber website, we promote them to our members. So one of these providers used some of her grant money for her clients to purchase them. These videos, which helped us out I didn’t know she was doing it until much later on. I thought this is brilliant. So when you look at our schedule for the trial to see where we Wednesdays throughout the year, probably of the 24 I’m going to say that at least 12 Or her clients. Wow. And so it’s enabled them to be able to get video for their websites at a very, very well. They didn’t pay for it because it came with a grant. And then we partnered with one of our providers. And he does all of our video for us. So it gives it a little bit more of a professional look. That’s been a great program. It’s it’s, we did a cover story on the program in our Thrive publication back in March. And there’s this big photo of all lay they weren’t all there. But most of the grant recipients are sitting on the wall in front of the courthouse and standing and the courthouse is right there in the background. And they’re waving at the camera. And then on the inside was a wonderful story about some of the outcomes. Some of the companies who talked about just having access to this grant and implementing it how much it’s helped their company grow. So that’s the stories that we tell now is the success stories. Yeah,

Brandon Burton 24:51
I love that. And that gives you a ton of content to tell stories over and over and impact the Chamber’s making it

Candace Boothby 24:59
I have to tell you a sidebar though. Have you seen that cover that magazine?

Brandon Burton 25:03
I have not? No. It’s on our website. Yeah. So that’s me, and I’ll put it in our show notes for this episode too. So people, when

Candace Boothby 25:11
you look at it, it’s the most beautiful blue sky and the most beautiful cherry tree and full bloom. So when we took that photo, it was February. And the tree had no leaves, the grass was ground. And it was it was kind of a gray day. And so I sent it there is a company that we occasionally use in St. Simons called 365 degrees marketing, they do such an amazing work with photos. And they, they’re the ones that created our logo and brand 15 years ago. So I sent him this photo, and I said, this is gonna go on the cover of thrive, and I need it to have your colors featured. So they and I said, I just need a few leaves on the tree and, you know, give the sky you’re pretty blue. Will they sent it back. And the tree was it didn’t just have leaves, it was a cherry tree and full blue. And the sky was this beautiful shade of cobalt blue. And the court has got a lovely new roof. The grass was green, I stare at that cover and pay cash. That’s the prettiest picture ever.

Brandon Burton 26:19
That’s great. That’s a way to sell the community. Right? Your dress? Yeah, that’s awesome. No, it’s so important for businesses to be able to have their online presence to be able to have their ecommerce sites if they’re a retail store, you know, have products that they sell in a brick and mortar, to be able to sell them as out the back door, as we say. And I forget what the stats are. But the percentage of sales that go online versus brick and mortar is it can be, you know, double or triple within store sales are if they’re set up in the right way. And the community is

Candace Boothby 26:57
huge. Yeah, well, here’s one example. So downtown in the square, the Noonan square, there’s this chocolate shop, that it’s it’s let them eat toffee. And they had no website. So when COVID hit, give a love their chocolate, and so they were calling them, you know, and that’s a bit of a challenge. So they were one of the first ones to sign up to be a part of this program. And it has made a world of difference in their ability to expand their customer base.

Brandon Burton 27:28
I bet. So with how the funds from the grant were set up, was there anything that goes into training on how to make that conversion from vo to be able to sell online? Because that’s it’s different right than doing business, just bringing someone up at the cash register versus having the logistics to be able to pull the product and package and ship and assuming that’s the type of business that they are and where they’re shipping material. But how do those that you talked about the eight, the eight providers? Did they provide some of that training and get them up and going with that the grant

Candace Boothby 28:06
there? Yes, there was required training before they applied for the grant. Okay, so as far as drilling down that deeply into onto the E commerce side, I’d have to ask Phil, that question. But I know that there was a needs assessment that was done. And when specifically like the websites were created. So here’s a great example, there’s a travel agency that didn’t have a great online presence. And so when they were done, they had not just the online presence, but the tools to take it to the next level. So I think it was probably a case by case basis, once they went through the first training based on what their needs were.

Brandon Burton 28:53
Yeah, I can see that. That’s such a great idea to be able to, to kind of tag some of those ARPA funds for this type of work to be able to get businesses online and, and like I said before, it makes such a huge impact into the community and for those businesses and they have families and they’re earning a living and all these things just helps perpetuate that throughout your community.

Candace Boothby 29:18
I will tell you this, I think one of the things, least for me, and other people that I talked to, that they’ve enjoyed most about it is for the ones that now have the video that was filmed as a part of either try it Tuesday or Wednesday. That has been eye opening for me because it’s allowed me to be able to go form a different kind of relationship with some of these companies. So there’s a lady that has goats and she makes goat’s milk and she’s got a beautiful storefront in downtown soy. So you know being able to go visit and see her product and when I interviewed her I got to hold the nine day old goat by the name of Daphne A which was kind of cool. And I would never have known about like the dent guy or the junk sweepers. But then to actually be able to sit down with them and drill down, it’s given us another outlet to get to know our members, you know, just a little bit better at a different in a different way.

Brandon Burton 30:18
Yeah, yeah, yeah. And I think we could go down a whole rabbit rabbit hole of the trade Tuesdays Wednesdays and, and I’m sorry, we don’t have more time, because I know that people listening are like, tell us more about that. Tell us more. But as we start to wrap things up, I do like to ask, especially with you guys being a chamber, the year finalist again, you guys are doing something, right. So for the chambers out there who wants to take their chamber up to the next level, what kind of tip or action item might you share with them and trying to accomplish that goal.

Candace Boothby 30:50
So I’m gonna have to go back to my roots. So I’m a big believer in systems and processes. And I think back to, I don’t know, when I first came in 2003, and we discussed, accreditation, and the board wasn’t convinced they really wanted to do it. And so what we decided we would do is we would look at those categories. And we would spend our time identifying gaps, and then closing the gaps. So we did that for about six years, until finally we decided, gosh, if we’re going to put this much work into it, and you also have programs, if you don’t do them within two years, you really shouldn’t use them with some great programs, we need to go ahead and just put this together. And if we’re going to do it, then we need to make sure that we have everything in place to create a five star because you want the five stars, right? So we did that. And so everything that we shored up and the the gaps that we closed and the work that we did, later, really strong foundation. So my advice, and I think had we not had that foundation, it would not have positioned us then to have the data and the numbers and the programs in place. That allowed us then to not just qualify through the numbers, but then to actually, you know, be able to submit the application and be then chosen as a finalist. We also have and have been blessed with a lot of great, not just board chairs, but board members. So I remember when we interviewed back in 2013, I took one of my former board chairs with me to do the interview. And he was as knowledgeable about the organization almost as knowledgeable as I was, and had been integrally involved in a lot of our initiatives, that speaks highly when you have volunteers who are that immersed in the culture of the organization, that they understand it at the same level. So I guess my advice would be if you have the the systems and the processes, the foundation and the infrastructure, it will sustain you. And you can have a year where you maybe your results aren’t what you typically would have, or you have a rogue board member or you have a toxic staff member or whatever it may be. All those things will happen throughout a career of you know, many years. But that infrastructure and that stability that you’ve built, and those systems that have seen you through that is what will create the sustainability and allow you to grow to the next level. So I can actually track that to 2007 when I changed our work environment to be a little more entrepreneurial, and less restrictive, more encouraging of working outside, in the outside of the office if you can be more productive, and then our systems and processes and that’s when we started seeing the results. And then from there, you know, like you’ve read with the bio, we’ve been able to achieve the five stars since that first application in 2013, and then be able to qualify and compete, and then win back in 2015. And then be a finalist this year. So that’s my advice. It’s not sexy, but it is foundational, and it’s systems and processes and keep your eye on the ball and alignment would be my other piece of advice. And then use your data to drive your decisions. All of that. You wrap it up in a pretty little ball and put a bow on it. Yeah, like

Brandon Burton 34:41
you say it’s not sexy. But you had also mentioned before you don’t do anything that’s outside of your mission, right so you can have your systems and processes surrounded by your mission. That’s going to put you in the right course.

Candace Boothby 34:53
But we do like the wow factor. So I years ago I had a board member say to me, we have the state ache but where’s the sizzle in the aroma? So we always want to have the sizzle in the room. And the other thing is always be open to change, embrace change, just because you’ve done it, don’t keep doing it. So every year when we start looking at our program of work for the next year, we always push back throughout the year, we’re pushing back, is this still where it needs to be? Do we still need to do it? There have been many programs we’ve sunsetted. And that we have to that we’re reimagining right now to bring back. But I think that keeps it fresh. And that keeps people like me who like a challenge and change and energy that keeps me motivated as well.

Brandon Burton 35:36
Right? Absolutely. Well, Candace, I like asking everyone I have on the show, as we look to the future of chambers of commerce, how do you see the future of chambers and their purpose going forward.

Candace Boothby 35:49
So if there are chambers out there that have not read the horizon initiative, I would strongly encourage them to do that. ACC is in the midst of revamping them. But I think all nine of those initiatives are important, I think at the root of it, though, is leadership, there’s one called catalytic leadership. And you can have great communications good technology, you can, you know, be very much aware of what’s happening in the community and what the issues are. But if you don’t have a leadership, that’s going to understand how you embrace that, and how you package it, and how you move it forward, then the rest of this stuff doesn’t really matter. So I think, for chambers to be relevant in the future, there just needs to be a constant attention being paid to building leaders, and it’s harder in today’s world, because people don’t have as much time, the role of leaders in the community is shifting a bit. And, you know, so you have to sometimes redefine who the leaders are, that the leader at the Chamber is the one that has to help keep the eye on the ball and keep that out, or in the forefront. And making sure that new leaders are being identified and brought in and put at the table. And, you know, it can be exhausting. But without the catalytic leadership mindset, you’re not really going to be able to, you know, engage the public or, you know, be aware of what’s happening internationally and be able to be successful in aligning your chamber with that. It takes leaders with ideas, and motivation and courage to be able to do those kinds of things. So that’s my little advice for the future. Love

Brandon Burton 37:39
it, and so much wisdom in that. Candace, is there any contact information you’d like to share for listeners who might want to reach out and connect with you and learn more about what setting you guys apart as a chamber, the year finalist? Sure, and

Candace Boothby 37:54
I’m always happy to share. I’ll share whatever resources we have happy to talk. So you can reach me at the NewnanCowetaChamber.org and my email is very simple. It’s just candace@newnancowetachamber.org.

Brandon Burton 38:10
That’s perfect. We will get that in our show notes for this episode, as well as a picture of the cover of your beautiful magazine and downtown square and courthouse for everybody to pull up and check out but Candace this has been great having you back on Chamber Chat Podcast. I wish you and your team best of luck in Dallas as chamber the year.

Candace Boothby 38:30
Thank you. It’s always a delight to see you and I guess we’ll see you there. Right. Absolutely. Okay. Well, thanks very much for having me. I appreciate it.

Brandon Burton 38:39
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Chino Valley Chamber-2024 Chamber of the Year Finalist with Zeb Welborn

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Brandon Burton 0:00
This is the Chamber Chat Podcast, the show dedicated to chamber professionals to spark ideas and to get actionable tips and strategies to better serve your members and community.

Hello, Chamber Champions. Welcome to Chamber Chat Podcast. I’m your hosts Brandon Burton. And it’s my goal here on the podcast to introduce you to people and ideas to better help you serve your Chamber members and your community.

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You’re joining us for a special episode and our 2024 ACCE Chamber the Year Finalist Series and our guests for this episode is Zeb Welborn. Zeb is the President of the Chino Valley Chamber of Commerce and Wellborn Social Media dedicated to promoting local businesses through growth and digital marketing. And award winning executives Zeb is passionate about connecting with driven individuals and fostering community development through initiatives like Upskill Chino Valley, recognized as the 2023, Executive of the Year by WACE, he continues to excel in leadership and service. Zeb, I want to welcome you to Chamber Chat Podcast are excited to have you with us today and say big congratulations to you and your team for being selected as a chamber the year finalists this year, wanted to give you an opportunity to say hello to all the Chamber Champions who are out there listening and to share something interesting about yourself so we can all get to know you a little better.

Zeb Welborn 2:09
Well, thank you so much. So we are very excited about that opportunity. Thank you for the opportunity to chat with you here today. Yeah, we’re our team is very excited about it. And then let’s see something interesting about myself. I was a national champion soccer player back in my younger days, and I bowled the 300. So those are the two things that I have on my resume that are not on my resume. Wow.

Brandon Burton 2:35
So you’re not competitive at all right?

Zeb Welborn 2:40
Yeah, there’s definitely a little competitive streak in me for sure. Yeah,

Brandon Burton 2:43
that’s awesome. Those are, those are two really cool facts. So tell us a little bit about the Chino Valley Chamber just to give us an idea of the scope of work size staff budget to kind of preface for our conversation today.

Zeb Welborn 2:57
Sure, so the Chino Valley Chamber represents two cities, we represent Chino and Chino Hills, both of them have a population of I think around 95,000 or so. So it’s almost 200,000 people. It’s a high growth area. So there’s like Chino was named one of the top 10 boom towns in the boom towns in the country, either last year or the year before. I have friends that come out from the military, they’ll be back in town every two or three years in the city looks totally different every time it comes out. So we’re we’re in the suburbs of LA and in Orange County. So all of the people that are working in those areas have kind of shifted out to where we live. Our budget is about $1.1 million. We have about eight staff members. When I started our budget was about $150,000. And we had three part time members including myself, so that was about six years ago. So we’ve grown a lot in the last six years as a as a community but also as the chamber. So that’s something that I am super proud of is kind of helping our chamber turnarounds and challenges they’re facing when I got brought in and now we’re kind of rocking and rolling. And I’m super proud of the work that that that I’ve done but also that our team has accomplished as well. Ya know, that

Brandon Burton 4:12
is something to be proud of for sure. That’s some some great growth. And I will say I I lived in South Orange County for a while and it seemed like everybody was moving out your direction. So I’ve seen the growth you know, almost firsthand I’ll say secondhand, you know, seeing a lot of people we knew moving out your direction. Yeah, lots of growth though. Lots of opportunity. So on these chamber, their finalist episodes we’d like to spend the majority of our conversation most of the time in this interview talking about the two programs that were submitted on your chamber the your application. So we’ll we’ll dive in deep on what those two those two programs are as soon as we get back from this quick break.

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Alright, Zeb we’re back. As I mentioned before the break, we’re going to spend some time talking about the two programs that were on your application for chamber the year. So introduce this with the first program is that you’d like to highlight with us today.

Zeb Welborn 7:01
So I’m hoping I can remember that too. We do a lot of different programs. But one of them for sure is our upskill Chino Valley program. So that is one that we initiated two or three years ago, and it was to address the needs of our workforce development shortage in our area. So right after COVID. I mean, when COVID happened, we’re very proactive to making sure that our business had access to resources have access to all of the things that they needed. And so we got a lot of recognition for the work that we did during that time. And a lot of businesses, you know, stayed in business because of the work that we were able to do at that point in time. But then immediately following, as you’re driving around town, you would see just help wanted signs everywhere. So our community had help wanted signs everywhere. Everybody was doing hiring. So you know, that was a big challenge facing our businesses. So then, concurrently, I was taking some classes with the US Chamber, and some other just other professional development learnings. And I came to realize that this workforce development shortage, and this is a stuff that they would teach us to the US Chamber is that this is going to be impacting communities for a while. There’s kind of this forecast of the 10 years of challenges, at least when it comes to workforce and finding good qualified workers. So that’s one of the things that we wanted to try to tackle for our community, how can we make sure that we were being better to better supportive of our businesses to help find their workforce needs. So we looked at it in the short term, but we also looked at in the long term, so trying to create solutions in the short term and long term. So we came up with four things that we thought that if we executed on these things, it would help not only solve the short term issues, but it would help solve the long term issues. So the short term issue is workforce development. So we started doing a lot of job fairs, a lot of one on one placements, we started partnering with our workforce, San Bernardino County Workforce Development, our local Chaffey College, our local school district. So we created these partnerships, we’re trying to build a pipeline of workers for our businesses. And so through that we’ve placed at least 350 job seekers in local jobs in our community, we have helped place at least 100 I want to say about 100 interns from the high school and college level with local businesses to help build the next generation of workforce in our businesses, and and build those connections between business owners and leaders and in the educational institutions that are around us. We did a lot of work with Chaffey College to help make sure that we’re building those strong connections. So that’s a short term solution, I think, or means short term and long term. But then the longer the more longer term. approaches were three things. So it was economic development. These are things that chambers normally do but economic development, leadership development and entrepreneurship development. So economic development, well we started doing was these roundtable discussions. So we’re doing two a month where we’re bringing in businesses from a specific sector or specific industry, or we’re bringing cross industries together, identifying pain points, and then creating action items and our chamber can take action on. So we’ve been doing that extensively for the last two years or so we’re about two years into our program. The next one is leadership development, we did not have a leadership program in our community. So we started one. So leadership developed, we have 25 leaders, we go and tour different business locations and sites around town connecting our businesses with business owners that are running some of the larger businesses in town and making sure that our leadership is strong. If you don’t have strong leaders, you’re gonna have employees that leave. So we want to make sure we develop strong leaders in our community. And then the last thing is entrepreneurship development, which is just enhancing the work that we do and are educating businesses on how to be better in business. So I think one of the gaps is where we’re making sure that we have business owners training, the business leaders that are coming up in our community and making sure that we’re having business owners training our up and coming entrepreneurs in our community.

Brandon Burton 11:03
So with that, the two that really stood out to me is the leadership development. So I know we have a leadership development and entrepreneur development. So with the leadership development, have you guys gotten to gotten through to full classes yet? Or where are you at in that, that process? And what does it look like at this point with the leadership development? Yeah, so

Zeb Welborn 11:26
we’re just about to finish year two, it’s been a great successful opportunity. Oh, and I didn’t mention this in the beginning. But that upskill Chino Valley program, we essentially pitched it to one of our legislators, and so they allocated a million dollars of state funding towards our programming. So that allows us to execute on this work. It’s a lot of work to do that stuff. And so I’m always like, how, how can we get the funding to actually execute on his work? So we pitched that, and that was something that they thought was needed for our community. So we were able to secure those which allowed us to do all this work. So this is our second year, we, our first year was highly successful, one of the things that we commit to doing as a community good project during that leadership program as well. So they do something good for the community. Last year, they bought AED machines to help in case somebody goes into cardiac arrest, we put them in three different businesses around town. So there’s a cost that was incurred that so we helped raise that those funds for that. This year, we’re doing helping our local community theater or children’s community theater. So we’re raising funds so that they can train more kids in the in the theatrical arts. And and it’s been, it’s been great. So yeah, you’re too we’re almost done. We got about two months left. Awesome.

Brandon Burton 12:40
And then with the entrepreneurial development, I’m always curious with entrepreneurs, and how to how chambers get connected with him in the first place to match them up with other business owners. And you know, a lot of times entrepreneurs have that bug of I’m going to do this by myself. Yeah, I can. I’m going to figure this out. And it tends to be the hard path, right? So what what are some of the ways you guys are connecting with entrepreneurs and helping to kind of bring them out and connect them with the right people.

Zeb Welborn 13:09
So I feel like I feel like I’m an entrepreneur, right. So I joined actually joined my chamber as a member back in like 2010, or 2011 or so. And when I joined, what I was looking for was mentors, I was I didn’t want to make those mistakes. I wanted to find people in my community that I could look up to that I could learn from. And there’s a couple of people that I thought of like there was a guy that ran our newspaper, there’s also the guy that ran the local golf course. So these are two guys that I was kind of hoping to connect with. And they were they were loosely connected to the chamber. So I joined the chamber not knowing when the chamber really was good. But I thought like, what I was really looking for was the business organization that I could turn to that I could get mentorship. And there wasn’t really anything in my community except for the Chamber of Commerce. So when I came across the chamber, and I kind of went into the first day, it wasn’t exactly what I was expecting. But there wasn’t anything else. And so my thought was was well either I could work like a you try to make that happen inside of the chamber community. Or I could try it like you said, do it on my own. So I obviously opted to get involved in my chamber and see if there are ways that I can help make this a system that worked out well for people like me, they get to come into business and get advice and mentorship from successful business owners. So that’s one of the things that I’ve had a passion for since I started and and now we’re, we’re we’re doing that. So we’re trying to there’s lots of different ways to go about doing that. I’ll share that we do a lot of business trainings and business development. So we do a business workshop. It used to be once a week, but we’re doing it once every other week. Right now, because we found that that cadence worked out better for our members, but we are trying to shift some strategies around to offer more. One of the exciting things that has happened for us and this is very new. So this was before I submitted our proposal was we just got accepted. So we submitted an appropriations request for an audit To bring an entrepreneurship center into our community that would be facilitated and managed by the chamber. So that’s something that we submitted for it’s been approved through the first phase of the process, we have no idea if it’s actually going to get funded or not. But at least it’s very exciting because that was a selected project out of, I think, 10, or 15, they’re able to choose every year. So we’re one of those 10 or 15. So we’re excited because we feel like that could be a good opportunity for our business, and business community. So that’s something we are excited about. And so we but we’re making ranking progress to try to develop more entrepreneurial programming, to making sure that we are have a space that we can do that stuff with, and that we’re bringing potential entrepreneurs and aspiring entrepreneurs and collaboration and connection with people who have made it happen and Bennett themselves here in the Inland Empire. Yeah.

Brandon Burton 15:47
Oh, that is great. And I’m sure along the way, you’re seeing you know, upticks in those different, you know, measurements to be able to see with with workforce, and hopefully seeing a few less help wanted signs and, and being able to fill some of those voids and needs throughout the community. As we kind of shift gears Do you would you like to introduce what the second program is that you guys submitted on your chamber, the your application?

Zeb Welborn 16:18
So if I had to guess I would say was the entrepreneur, the leadership program that we discussed already. So that was the part of it. So that leadership program is something that we are very proud of? It has, we have, we’re coming up on 50 graduates in the next two months, and I think it was just something that was missing in our community that we really needed. And that we wanted to. Yeah, it was just that there’s been a lot of things that have happened in our community that are kind of ostracized, ostracize people from one another. And when we bring people together, prior to those situations happening, solutions come together much more quickly, their people are able to collaborate much more better. And so building these relationships and connections with these different entities in town just plays a huge role in making sure that our community can stay connected, and looking at opportunities to focus on growth versus opportunities, where we’re looking for division amongst each other. So that’s something that we’re excited about the the collaborative work that we’ve been doing with our businesses, making sure they’re connected with our city and, and legislators and educational institutions, and all those things. When we do that. We feel like we’re doing really good work.

Brandon Burton 17:29
Yeah. So I love leadership programs and the whole purpose behind them. And I know every chamber has a little slightly different approach and how they go about it. But do you guys put a limit on how many, how many participants? How many students are involved with leadership programs? Is there an application process? Who reviews that? What? What’s it like to become part of the leadership class?

Zeb Welborn 17:52
Yeah, so we do, we do have like an interview process. So it’s, the number is 25 that we shoot for. And that’s because, you know, some of our touring locations have a restriction on how many people can go through it. So we found that 25 is a good number, because it’s manageable. And also, we’re able to tour the sites with one visit versus multiple visits. So that’s been a good number for us. They do do an interview. So they have to be interviewed and selected in and we actually went, I went through the corona leadership, the corona Chamber Leadership Program. So I kind of modeled a lot of what we do after them. And my understanding is, is that they model it after the Riverside chamber. So we still in use a lot of stuff from each other. But that’s, that’s what we do. And then we don’t really do any leadership training, we mostly build collaboration and connection and do tour visits. So we go visit different locations, give these business owners an opportunity to talk about their business and the work that they do. And then they provide a tour to our members, they get back behind the scenes look at what other organizations and businesses have to go through on a daily basis to make sure that their operation runs successfully. And so when you do that, there’s a lot of eye opening things that happen you realize how intricate and how much goes into these businesses and organizations. And so it gives gives people a bigger perspective. I mean, the biggest thing though, the biggest advantage is just the collaboration and connection is built because we’ve seen firsthand how many people get connected with each other for bigger projects that help support our community and a high one, which is we had somebody who was going through our program. She’s a leadership coach or professional business coach, and we toured our local so we have the California institution for men is located in our community. So we toured the prison and while we’re touring the prison, she got connected with somebody who was Aristotle I got in the I would love to speak to your your inmates to talk about you know, things that they can do to turn their life around and So she gets she came in and spoke to the I guess it was a large contingent was maybe like 100 200 inmates about leadership and challenges. And so that was a connection that was built through that. And because of that, I feel like it did good things for our community for the inmates that were there for the business owner. That was the business coach that was going through it. And so it’s just kind of like a win win win. That was a result of the work that we helped facilitate.

Brandon Burton 20:25
That’s really cool. So throughout the year, the leadership program, but how many visits site visits do you guys do? Or do you shoot for?

Zeb Welborn 20:34
Yeah, it’s what we go once a month, and it’s three site visits a day, so. So it’s one day, it’s about a full day. So they started around nine, and a three, so not not quite a full day, but nine to three, and we visit three different locations. So we’ll do one or two in the morning, and then we’ll have lunch, and then we’ll do one in the afternoon. And then we call it a day. Sometimes it’s fuck. It’ll move around based on the sites that we’re visiting. But that’s kind of the rough outline.

Brandon Burton 21:05
Yeah. And then just out of curiosity, how are you selecting the sites to go visit? Is it based on the applicants are just trying to figure out needs or what what goes into that thought process?

Zeb Welborn 21:17
So I’ll say it’s industry specific, we look, you know, we want to highlight each of the image industries that are represented in our community. So the first couple of days is with our city. So we go toward the behind the scenes of the cities. And then we have a healthcare day, there’s a Manufacturing Day, there’s a logistics day, there’s a small business day. What else do we do? Well, we visit public safety. So we have kind of a Public Safety Day. So I guess, those are the things that we do try to focus on. And we tried to make them days so that there’s a theme behind them, but sometimes just the way that the visits work out, we’ll move them around. But that’s the main gist. Yeah,

Brandon Burton 21:56
I like that idea, though, having a theme for for those visits each day. And kind of building the mindset around that about why is public safety important in our community. And as a developing leader, how does that play into my development and being able to make those connections going forward. So I see that across the board with the different themes that you guys tried to target. So I appreciate that. So I’d like asking everyone that I have on the podcast, especially as you guys are a chamber, the year finalist this year, kind of at the top of your game, so to speak. It, I’d like to see if there’s any kind of tip or action item that you might offer for chambers out there who were interested in taking their chamber to the next level.

Zeb Welborn 22:46
Well, when I saw when I joined the chamber that thing, as a as a member, I just remember thinking like this is not the hub of the business community. This is not what I was anticipating being like the business organization that represents business. And I don’t know if that’s the same case, for chambers across the place, I guess what how I would describe it is, when I showed up to different meetings and stuff, it was a lot of people that had retired from their careers. And we’re kind of doing a second career to make income on the side. So I was by like the youngest person by 30 years that was participating in those programs. It didn’t have the people that were running like big successful businesses in town participating in those programs. And so in my mind, I was saying like, like, this doesn’t make any sense to me, like there should be a way that business owners in a community can come together to support one another to grow the business community at large. So that’s kind of like, I guess, just my thought when I was coming into it. And so I’ve just worked really hard on trying to build that. So I think the thing that surprises me sometimes is the approach some of my colleagues make is, like, I looked at us as leaders of our business community. And so when I say leaders, one, we should not be operating the best business in our community. So we should have be running the most successful business in town, we shouldn’t be modeling that business behavior to our business owners, and then we should be compensated like successful business owners. And so when I started my role, like there was no way I could live in my community with the salary that they were offering. And so, but it’s not just like given to us, like we have to work for it. We have to be those leaders in business, we have to run a successful business. And then if we do run a successful business, we have to seek compensation for the work that we do in that regard. So I think that’s my one piece of advice is treat it like a business, be proactive and growing that business. And then if you focus on doing those two things, I think you’re gonna be putting yourself in a great position to lead your business community because you’re modeling what it is to be a successful business and your businesses will will learn from that more than they would if you’re just trying to help them and suffering at the expense of supporting your local businesses. I think it’s important to model successful business behavior to the members of the chamber. Yeah.

Brandon Burton 25:06
And I think yeah, at our heart, I think most people know that and believe that, but to hear it said, and to kind of reinvigorate that, yes, we do need to be that model that template to be able to show how to run a good business. So then businesses can look to you and trust what you have to say, if it builds trust in the within the business community. If you’re just a hot mess of a chamber, it’s really hard to, to get buy in as a business to think that this chamber knows what to do you know what to offer me any kind of advice or anything like that. As we look to the future of chambers of commerce, how do you see the future of chambers and their purpose going forward?

Zeb Welborn 25:55
So that’s a good question. I, I mean, I see it, and I’ll just speak for my community, right, I saw a lot of opportunity when I came in, like, I feel like I’m an entrepreneur, and then I kind of moved towards where the opportunities are most prevalent. I feel like there is a great opportunity for Chambers of Commerce right now. I think that everybody is trying to get connected with business owners. And there’s a lot of light, and I’ll just say like federal funding, but it’s not just federal funding, it’s even like, when you’re running your business getting connected with business owners, it’s not an easy thing to do. Businesses are more strapped than ever for time. And I’ll say that attribute that to the internet, social media, digital marketing, you’re on 24/7. Whereas in prior to the internet, you did not have to be on 24/7, you could work the normal workdays, and then you have the evenings and weekends off. And and now if you’re an entrepreneur, you’re you’re grinding it out 24/7. And that’s how I’ve been doing it for the last 10 years. So I just know how busy chambers have. I know how busy businesses are, but they do need people to speak up for them in these roles and capacities. And so we’ve been participating in these collaboratives, where there’s like this, this federal funding that is coming or the state funding that is coming for programs that are designed to help support businesses, yet there are zero businesses at the table in these conversations. So that’s where everybody is trying to talk to business owners, but business owners don’t have time to sit around and waste time in these meetings that seem really unproductive and don’t get anything accomplished. Even though there is going to be a strong outcome at the end, they don’t have the time to invest in that type of work. So they need a representative, those organizations that are looking to support business community, they need a representative. And so chambers are uniquely positioned in a way where we have immediate access to the businesses that are represented through our membership. And we can turn and talk to them. And we can pick up the phone and they will answer and they will respond to our emails, and they will get in touch with us. And that’s what is needed by a lot of these entities trying to get in touch with businesses. So I think I see a lot of opportunity, I still see a lot of opportunity for our chamber and the work that we’re doing. And I feel like other chambers have that same opportunity as well. Yeah, I like that.

Brandon Burton 28:07
I like that response was that I wanted to give you an opportunity to share any contact information for listeners out there who may want to reach out and connect with you and learn more about how you guys are doing things there at the Chino Valley Chamber, what would be the best ways for them to reach out and connect with you.

Zeb Welborn 28:25
So my business got me involved in chamber was social media marketing. So I was fairly early on the social media marketing train, so you can find me very easily. My dad was a reporter for the Orange County Register. So I think he named me with the intention of that my name would make a great byline in a news story, you know, like the the article by Warren. So nobody has my name, Zeb Welborn, you can find me anywhere @zebwelborn, I am on all the socials. And I’d be happy to connect with you if anybody wants to chat or ask any questions. Yeah,

Brandon Burton 29:02
that was very kind of your father do give you a name that nobody else says. Well, it’s

Zeb Welborn 29:08
it’s good and bad. So if I if I if there’s something that comes up bad about me, it’s very easy to find. But if if I’m doing good work, then that’s also easy to find as well. So it’s a is that?

Brandon Burton 29:20
The right path? Right? Yeah, exactly. I

Zeb Welborn 29:22
don’t think it was thinking about the digital marketing age where you can search up, you do Google searches. That wasn’t a thing back then. But yeah, for sure.

Brandon Burton 29:30
That’s right. That was it. I appreciate it. It’s been fun having you on the podcast today and learning where you guys are doing there it’s Chino Valley Chamber and make an impact in your community. And I wish you and your team the best of luck is chamber the year.

Zeb Welborn 29:43
Awesome. Thank you very much.

Brandon Burton 29:46
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Strategic Planning Pitfalls with Carol Hamilton

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Brandon Burton 0:00
This is the Chamber Chat Podcast, the show dedicated to chamber professionals to spark ideas and to get actionable tips and strategies to better serve your members and community.

Hello, Chamber Champions. Welcome to Chamber Chat Podcast. I’m your hosts Brandon Burton. And it’s my goal here on the podcast to introduce you to people and ideas to better help you serve your Chamber members and your community.

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Let’s hear from Becky Womble, President of the Bastrop Chamber to hear about her experience with Community Matters.

Becki Womble 1:03
I’ve been using Community Matters for probably six or seven years now. And in a previous life, I sold commercial printing so I can highly recommend Community Matters because it’s a complete turnkey job for any busy chamber exec and it’s a wonderful, beautiful printed product whenever you’re finished. And I just I’m very sold on Community Matters. And with a printing background I just big endorsement from me.

Brandon Burton 1:44
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Our guest for this episode is Carol Hamilton. Carol is principal of grace social selector consulting, LLC, and host of mission impact podcast. Carol helps organizations and teams become more strategic and innovative or greater mission impact. She facilitates strategic planning, mapping an organization’s impact and organizational assessments for nonprofits and associations. Carol, I’m excited to have you with us today on chamber chat podcast, I’d love for you to take a moment to say hello to all the chamber champions who are out there listening and to share something interesting about yourself so we can all get to know you a little better. Well,

Carol Hamilton 2:42
thank you, Brandon, thank you for having me on the podcast. It’s an honor. Yeah, I so my name is Carol Hamilton, gray social sector consulting. And I, I was trying to think about, you know, what, what interesting thing could I share, but I think one that informs the work that I do is that I am the younger sister of a person, my brother has significant disabilities, he’s autistic and profoundly deaf and developmentally disabled and growing up with him, you know, as as, as my older brother, I definitely saw the way in which the world was not built for someone like him. And so for me, when I’m doing my work, I’m always trying to contribute my small part, to really building a world where everyone can thrive where there really no exceptions to that. And so that’s that kind of what is what motivated me to, you know, come into the to the nonprofit sector and want to be part of movements and groups and organizations that are really trying to help build a world where everyone can thrive.

Brandon Burton 3:52
Yeah, I like that it’s nice to to have that that driver you know, behind you that that background that really motivates you to you know, for greater good. So, I think that I imagined that will come into our conversation today and inclusion aspects as a topic today. But based upon your work and the kind of the focus that we wanted to take our conversation today on the podcast is going to be focused around common strategic planning mistakes. So I’m sure you have some examples and things that you can share with us from your experience and meeting with different organizations and going about strategic planning and I’m excited to dive in deeper and learn from these experiences as soon as they get back from this quick break.

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All right, Carol, we’re back. So as I mentioned before the break, we’re talking about strategic planning mistakes. So for chambers that are tuning in, creating a strategic plan is a integral part of their organization being able to know their mission and purpose going forward. And as they go about creating strategic plans, what are some of these key things that you see that stand out that organizations maybe ought to be aware of? And some of these mistakes, etc, that maybe we can help these chambers avoid some of these pitfalls? By sharing some of your experiences? Yeah,

Carol Hamilton 7:13
yeah, I think pitfalls are probably is a good way to put it. Because certainly nobody goes into the process trying to, you know, have it not be productive and effective for the organization. But I think one of them, and I’ll be a little, I don’t know, whether controversial or contrarian here is that the common wisdom around boards and staff, and I’m sure that there are many of your listeners who are probably maybe on the volunteer side of local chambers, but where they do have staff, it’s been seen that the board, or traditionally been held that the board is the one who’s in charge of strategy. And I, you know, that’s certainly an important role for the board. But I like to take a whole organization approach where really every brain, every part of the brain, both that analytical side, and all the complexities that people bring, all of them are important to the organization’s future, and kind of opening up the conversation, to include more people into how you structure and frame up your vision and will really serve the organization well to help have people be motivated and more motivated to be behind. Whatever you ultimately as a group decide are your big, big goals, the big vision that you’re moving forward. So I would invite leaders to, you know, bring and bring more of a kind of big tent approach so that when a lot of people talk a lot about buy in, and then you know, if they do it with a small group, and then bring the plan to other people and wonder why they’re not excited about it. I would say get the people in the room with you, they’ll get excited about it. Because they’ve been they’ve had a hand in creating that vision. Yeah,

Brandon Burton 9:05
and I think that’s such an important part of creating a vision is getting buy in from as many people as possible and being able to feel like they had a voice and creating that plan. So as it’s unveiled and in you get rubber to the road, you get more people that are willing to participate and help move that mission forward. I like how you, you mentioned how typically, you might see how a board that might be a pitfall, right, where if it’s just the board sitting in a room creating a strategic plan. Maybe they’re missing insights from others in the community. So when you talk about getting more people involved, if you are looking at a chamber of commerce, what examples might you give of other types of people or organizations or what where would you look to to get more involvement in creating that strategic plan? And or chamber. Yeah,

Carol Hamilton 10:01
and I think when I say that it doesn’t mean that everybody is ultimately at, you know, the the planning session or the retreat, it’s that you’ve taken the time to get feedback from a variety of stakeholders, you’ve identified who those stakeholders are, who are important to, you know, moving the vision of your organization forward. You know, the people who are you’re very involved volunteers, your staff, your members, but then wider than that people in the community that you have partners with other other organizations that you have alliances with, the people that you serve, all of those folks will be important, they won’t necessarily all end up in the room making the decisions about the organization, but taking that time to talk to people and get feedback. And oftentimes, that’s where an external party consultant can help out because folks will be more willing to kind of share candidly, with someone who doesn’t have a stake in the outcome. You know, in terms of that, that feedback and input, and will also help to synthesize all that information, because it’s a, it’s a big lift to talk to a lot of people, and then you’ve got so much information, it can feel overwhelming, but how do you sift it down to some of the important nuggets, that then you as a as a smaller group of board, and staff can really chew on and say, Okay, this is what we’re hearing from people, this is what we’ve set ourselves about what we want. And this is a, this is what, you know, this, this is the significance that has for us in our future going forward. And oftentimes, I find that, again, that kind of fear of that big tent is that folks will be overwhelmed by the number of opinions, ideas, all the different things. And in terms of when I’m talking, when I’ve done this work with groups, I’ve actually found that they’ve been surprised by how much agreement there actually is. And pleasantly surprised. And it often will bring issues onto the table that maybe they were thinking and they talked to somebody in the hallway, but you know, after the board meeting, but they they weren’t weren’t willing to bring up in the in the formal session, and so that this process can give, make it safer to have those conversations about critical issues.

Brandon Burton 12:33
I like the point that you make about bringing in a consultant for that specific purpose, because I think there’s a lot of value in bringing in somebody from the outside. I’ve seen myself in that role it were a, I’ll joke about being the bartender, you know, we’re the members, the members of the organization, they’ll tell you all their gripes and all the things you know, that they see wrong with the organization, and the things that they like, and the things that they’re excited about. Sure, exactly. But things that they may not be as open to just telling the chamber directly or to get the face of the chamber executive and say, I disagree with this or that or so having a third party come in, there’s a lot of value to be able to flesh out that real, meaningful data, that information that you can get from people that you wouldn’t get just having your normal day to day conversations. And I think for a chamber staff to be able to try to collect all this feedback, on top of doing their day to day job, it’s a big lift to try to do that and make sense of all the information they’re bringing in. So having a consultant somebody who’s focused on that, and being able to go through with all that information means and present it in a way that makes sense. And you can look at a report and kind of go over and say, Okay, it’s good feedback. So in soliciting that feedback, you’d mentioned talking to individuals. So I imagine there can be an interview portion of soliciting feedback, talking to some of those key stakeholders, surveys, what what are some of the ideal ways you see in soliciting that feedback that have been effective from your experience?

Carol Hamilton 14:24
Yeah, so it’s going to depend on each organization and, and the scope and the scale and, you know, their capacity, the budget, all those things, but generally, it’s a combination of interviews, one on one interviews, focus groups with, you know, groups of people up to eight to 10, and then surveys, and so, some combination of those will will, you know, enable you to really get into what people perceive as the strengths, the challenges, the opportunities, and all the things that are important for the Future of the organization. And I think another mistake that organizations make is thinking that strategic planning is just about about having a retreat. And so for me that that date, that kind of listening tour that you can go on, is a really important fundamental piece to get that good snapshot of where are you at this moment? Where is the organization right now? You know, what are people are saying, across the board? Are challenges and things that are getting in the way? And then what are the strengths that everyone’s seeing and the opportunities? So really being grounded in that kind of what’s our current reality? Right.

Brandon Burton 15:39
And before that retreat happens, you need to have good accurate data to go off of exactly decisions. Right. Exactly. There’s the planning before the retreat that that takes place. Yeah. So

Carol Hamilton 15:51
that’s, that’s part of that data gathering process. Yeah. So

Brandon Burton 15:55
as I’m thinking of these interviews, I think my first thought goes to with the chamber to go to the members of the chamber to get feedback from them, I think it may be important to even solicit others in the business community who are not members to find out what what do they see the role of the chamber being? Why are they not members? You know, they have they been members in the past? What can we get from that experience? But also, committees, right? So there’s different committees within organizations and getting their feedback on their role? And how they see that being a part of the greater organization? And how can things maybe be more efficient? And I don’t know, I’m just trying to think of all the different sources to gather data from to be able to create a rock solid strategic plan. Are there other areas that you would think have to go to for to gather that information?

Carol Hamilton 16:57
Yeah, I mean, you know, usually, I’m working with the organization and a set of small, smaller set of folks from the organization, usually a combination of, you know, staff leadership and board, to really identify who all those important stakeholders are. So the organization will know, you know, who’s really important for us to talk to, and so we’ll work together to come up with that list of okay, who are we going to kind of reserve that one on one interaction with who are we going to invite to more of a group experience? Who are we going to reach out to via a survey? So really thinking through those those important points of you know, who, who most matters to the future of the organization? And also, what do we want to learn from them? You know, what are the big issues that we see that we’re curious about, that we also we kind of know, our perspective on, but how, you know, is that in alignment with how other people are seeing it? So kind of getting that cross check of, you know, is how we’re seeing the things aligning up with everybody else? And, and where’s their agreement? And where’s their, you know, some some divergence of opinion. I

Brandon Burton 18:07
like that. And you said, Something stood out to me, you said, what do we want to learn from them? And that should be the basis of all these interactions? Right? Right, what do we want right from them. And that takes me back to the thought of inclusion when you shared the tidbit about your brother and kind of that lens that it gives you in looking at your work? How do you go about inclusion, and specifically getting these opinions of voices that may not be heard, as regularly as they probably should be?

Carol Hamilton 18:42
Yeah, I mean, I think it’s important to think about, you know, as you’re making those decisions about who you’re going to prioritize, to interview and do focus groups, and surveys is really the power dynamics within organization of, are you only favoring people who already have the most power and already have the most voice and already have the most influence with the people that you you talk to one on one? Or are you doing more of a cross section or of the organization so that you get that rich feedback from a variety of people. So it’s it thinking about it in those terms that will help help define and really put inclusion at the at the center. As an organization, if you want to grow, you know, being able to see the wider net is going to be important. So,

Brandon Burton 19:39
yeah, so we’ve talked a lot about gathering that information, the data, and then the retreats is usually what people think about when you think of a strategic plan. So let’s focus a little bit more on the actual implementation of the plan. What how should that look? What are some of those pitfalls that you’ve seen that people need to be aware of to avoid as they go about implementing their strategic plan?

Carol Hamilton 20:07
So before we jump to the implementation, there’s one thing I wanted to say about the retreat, which I think is also another pitfall that people can fall into. And it’s kind of the, I think it’s the thing that leaders fear when they bring a lot of people in. So they fear a retreat that ends with just flip chart after flip chart, after flip chart, have nice ideas. And they haven’t taken the time to talk together. And I actually asked people to do this at the very beginning, before they start brainstorming ideas of how are we going to decide what we’re actually going to do, because you can never do it all. And you can’t do all the good ideas, you know, so you need a way to discern which ones are going to be the ones that you focus on. And so having that conversation upfront of how are we going to make some decisions, and then ensuring that somewhere in the process, you are making some decisions and discernment is so important. Because otherwise you end up with this laundry list plan that isn’t really a plan. It’s just a wish list. And so if you end up with a wish list plan that that gets in the way of implementation. But yeah, I think that’s that’s another key point that being clear with everybody all along the way that you’re going to have to focus on a couple things, you’re going to have to make some decisions. And if you can be clear with everybody, okay, these are the things that we’re looking for, you know, we’re looking for things that are going to grow revenue, we think we’re looking for things that are going to increase member satisfaction that are that are going to, you know, improve our reputation are going to, you know, contribute in some way to community health, whatever it might be. You’ve, you’ve agreed ahead of time, what those criteria are, that they it all aligns with our mission. So that then when you have that long list, you can go through and actually make some decisions.

Brandon Burton 22:12
Yeah, no, that makes that makes a lot of sense. I know. A lot of times, people and even other organizations will come to the chamber and say, here’s a great idea of something that you should do, right? And then it becomes that wish list of others. So I can see where you can have those turns ended up being a long wish list. Yeah, it’d be great if we could do this and that, but when it comes down to it, you need to have the resources to be able to execute and be able to do it well, right? You don’t want to just take something on and then have it be lackluster, and have it end up being a bad representation of your organization because you’re not doing it well. So yeah, moving beyond that wish list and having a solid plan is is huge. That’s important.

Carol Hamilton 23:03
Yeah, so and that list of criteria that you come up with can be great in that instance, of all the different people coming and saying, Well, you should do this. Well, we can run it through this kind of rubric decision making flowchart, if you will, and decide whether it actually fits, you know, fits our goals or not. But I think in terms of moving from, okay, we’ve got a plan, you know, it’s got three to five big goals, no more than that. We’ve identified, what are some of the action steps that we’re going to take, we’ve really gotten clear and gotten shared understanding about what does success look like for each of those. So oftentimes, I’ll see plans that have that big goal, have a couple action steps, but don’t necessarily go that next step of saying, Okay, if we take this action, what do we expect is going to happen? What do we think that’s going to look like that in the way so that we can know whether we’ve had the success. So this is where you get, you know, your your performance indicators, whether that’s some of them will be, you know, quantitative, but some of them may be qualitative, some of them may be, you know, we decided we’re going to take a new approach in membership. And we’re going to work with somebody to come up with a plan around that. And so, you know, the first success item is going to be we, we have a plan. So there’ll be a variety of different things. So with that, then thinking about okay, so this is a plan over three to five years. How do we actually what are we actually going to do in the next six months, just focus on that and not try to predict what you’re doing in year three, I see a lot of people getting caught up in wasting time, trying to nail down every detail over the five year three, three to five year period. And I say just take that for next six months, that next year. And that’s where you do your implementation plan of who’s going to do what by when? I

Brandon Burton 24:56
like that. It’s hard sometimes to Do you get caught up in the big vision, the big plan and you forget that it’s the day to day actions that execute on that five year plan. So as you talk about these performance indicators, it’s probably good to review what those performance indicators are in some sort of a regular interval. Do you have any suggestions on how how often to look bad like, because you can also get caught up on the data and continually look at it and not move the needle or feel like you’re moving the needle? So what’s a? And there’s probably not a straight answer for it. But what would be your guideline to being able to check those performance indicators and see, you know, how things are trending?

Carol Hamilton 25:42
Yeah, so so the two step for me of really making a plan, integrating it into your into how you do your work, is creating that that shorter term implementation plan, but then also coming to agreement about, okay, so we’re going to check in on this at this meeting. Every you know, quarter, or every six months or every year, whatever, you have an agreement again, ahead of time of how you’re going to do that. And then to remember that the strategic plan it you know, we talk about things being living documents all the time, but somehow, in people’s head, once the board has approved it, it becomes this, like, you know, written in stone, sacred document, and it’s not, it’s a plan, things will happen that you can’t anticipate strategic planning is not about predicting the future. It’s about setting your intentions about where you want to put your energy. So you’re going to have to readjust, you’re going to So it’s that kind of balance between, we have some goals, we have some strategy, we have some structure, and we’re going to be flexible. It’s not an either or it’s a both. And so having an agreement about how you’re going to do that, and who’s going to be able to make some updates is really important as well.

Brandon Burton 26:53
Yeah, I think that pandemic taught everybody that need to be able to be flexible. It’s a plan, but we need to be able to pivot and make adjustments where needed. Yep. Yep. So that’s a great point to make. Are there other things when it comes to strategic planning pitfalls that we haven’t addressed that come to mind that we want to make sure to touch on?

Carol Hamilton 27:17
Yeah, I think, um, you know, it’s, it’s when you’re actually doing that decision making about what are you going to focus on over the next three to five years, it’s balancing, you know, we want to stretch, we want to improve, we want to grow. And we don’t want to, again, it’s kind of a different version of that long laundry wishlist. But if the if the aspirations are so beyond where the organization is, it’s also going to fall flat because it just doesn’t match the capacity. So not to just say, Okay, this is this is all we can do, because that’s all we have right now. But being realistic about where you are, and what’s going to move you forward to actually, you know, so that you have the resources to do what you want to do. So having not having those two things be decoupled. Yeah,

Brandon Burton 28:08
reminds me and I’m terrible at attributing quotes, but I’ll say the quote, you can look up whoever said it, but something to the effect that individuals underestimate what they can accomplish in 10 years, but overestimate what they can do in one year. So Oh, my God, or one week, right? Yeah, one way Yeah. You go out and you say, and this year, I’m going to do all these things. And really, it’s like, no, like, you got to eat the elephant one bite at a time. Right? Right, we’re in a 10, five, or even less strategic plan is three to five year plan. Because we see the quote unquote, failures on those smaller timelines, we don’t feel like we can shoot big because we’ve we’ve seen the smaller steps not come through, but we sell ourselves short in realizing what that cumulative effect of having those small effects has over that longer time horizon. So

Carol Hamilton 29:01
yeah, so it’s, it’s the tricky part of trying to find that Goldilocks spot of, you know, just enough stretch, and also, you know, tempered with some realism about, you know, what can we accomplish with what we have? Yeah. And then what do we need to get if we want to do you know, when we want to do more?

Brandon Burton 29:19
Absolutely. Well, Carol, as we start to wrap things up, I like asking for chambers who are listening who are interested in taking their chamber up to the next level, what kind of tip or action item might you have to share with them as they try to accomplish that goal of raising her elevating their, the level of their chamber?

Carol Hamilton 29:40
Yeah, I mean, the the tagline that I use for my podcast is, you know, people who are in the non in the nonprofit sector, who wants to do good in the world without being a martyr to the cause. And so, I think the thing that I’ve been hearing a lot from people recently is when leaders get in their own way of having the organization be overly identified with one person, and to step back and realize that it’s a group effort where it’s always a collective effort. That’s why we have organizations. And so how can you take small steps you were talking about that eating the elephant, one bite at a time to start building leadership capacity throughout your organization. So, you know, asking a staff member to share and facilitate part of a board meeting, if you do the whole thing all the time? You know, just taking small steps, what’s one thing on your to do list somebody else could do? And they could learn from it. I know, it’s easy for you to probably you could probably do it faster. And it might take a little longer to give them all the context. But I think the more we’re building leadership capacity, the the we’re also contributing to the strength of the organization long term.

Brandon Burton 30:53
Absolutely. And I think that’s such a key point to not have the organization be about one person. So it’s about relying on your board and your organization’s your ambassadors are all the different committees and different things that are involved. And I don’t know who eats elephant anyway. But well, right.

Carol Hamilton 31:13
Doesn’t mean they don’t appreciate it. And it doesn’t sound very tasty.

Brandon Burton 31:17
That’s right. Sounds tough. But I also like asking, as we look to the future of chambers of commerce, how how would you view the future of chambers and their purpose going forward?

Carol Hamilton 31:29
Well, I guess, I would hope that chambers would join me in my, my goal of trying to contribute to a world that really thrives for that really is built so that everyone can thrive without an exception. So whatever businesses can do to to contribute to helping their community thrive. And have it be you know about about all of us, versus, you know, a few people I, I would love, I would love the chamber movement to be part of that.

Brandon Burton 32:03
Yeah, I think that’s great. Carol, for listeners who might want to reach out and connect with you and learn more about your offerings, and how you might be able to help their organizations, what would be the best way for them to reach out and connect?

Carol Hamilton 32:17
So my website’s Grace social sector.com. You can find me on LinkedIn, although my name is pretty common. Carol Hamilton. So also check out mission impact. It’s on all the podcast platforms. You can find me there. So

Brandon Burton 32:35
that’s awesome. And everybody listening is listening to a podcast so they know how to find exactly so looking permission. Carol, this has been great having you on chamber chat podcast. I appreciate you setting aside some time and being with us today and bringing the value and experience from your perspective and strategic planning and helping to give these chambers that are listening to an extra boost as they go about doing that and there are organizations that really appreciate thank

Carol Hamilton 33:03
you so much. Thanks for the opportunity.

Brandon Burton 33:05
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Brandon Burton 0:00
This is the Chamber Chat Podcast, the show dedicated to chamber professionals to spark ideas and to get actionable tips and strategies to better serve your members and community.

Hello, Chamber Champions. Welcome to Chamber Chat Podcast. I’m your hosts Brandon Burton. And it’s my goal here on the podcast to introduce you to people and ideas to better help you serve your Chamber members and your community.

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When it comes to publishing a Chamber Map directory or Community Guide, Community Matters has a trusted experience to help your chamber accomplish your goals. With different advertising sales models and publication styles, Community Matters will help you create a non-dues revenue machine!

Let’s hear from Becky Womble, President of the Bastrop Chamber to hear about her experience with Community Matters.

Becki Womble 1:03
I’ve been using Community Matters for probably six or seven years now. And in a previous life, I sold commercial printing so I can highly recommend Community Matters because it’s a complete turnkey job for any busy chamber exec and it’s a wonderful, beautiful printed product whenever you’re finished. And I just I’m very sold on Community Matters. And with a printing background I just big endorsement from me.

Brandon Burton 1:44
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Our guest for this episode is Ali Rauch. Ali is the President and CEO of the Opelika Chamber of Commerce. While she’s celebrating just three and a half years in this role, she is not new to serving in the Opelika Chamber. She has served many years on the OPA like is 20 Under 40 leadership program board of directors as well as the Women’s Business Council and total resource campaign. In just three short years, she’s led her team to at best of the best five star accreditation to the US Chamber of Commerce raised two and a half million dollars for the Chamber’s forward Opelika good Strategic Community Economic Development Initiative and with the support from her team led a record breaking reach sponsorship campaign in 2022. She also spearheaded a comprehensive brand refresh. Additionally, she was selected to the US chambers business leads fellowship program, and is in the midst of her IOM certification all while changing the landscape and scope of services they open like a chamber offers to their community. Prior to her role at the Chamber, she worked in a wide array of industries including software manufacturing, higher education and most notably franchising and food services, where she served eight years as the director of marketing for Chicken Salad Chick vs had a hand in helping the brand grow from just three stores to 160. She brings a unique perspective to her leadership role at the chamber. Ali is a graduate of Southern Illinois University, where she graduated summa cum laude, and earned a Bachelors of Science in speech communications. She also holds an associate’s degree in communications from Lakeland College. She followed loved hope like it were her future husband, Todd chose to attend Auburn University following his military career and they’ve called up like their home ever since an Ali, I’m super excited to have you with us today here on chamber chat podcast. I’d love to give you a moment to say hello to all the Chamber Champions who are out there listening and share something interesting about yourself so we can all get to know you a little bit better. Well,

Ali Rauch 4:09
thank you so much, Brandon, it is an honor to join you today. My bio is quite comprehensive. So some of my little facts are certainly in there. But I think what I’ll do since I’m looking at your San Francisco helmet, my fun fact is going to be that I’m a shareholder for the Green Bay Packers and I am a massive fan grew up on grew up in the Midwest, actually in Illinois in the middle of bear country. But we were the one Packer family in our town. And so I’m a very, very passionate fan and very much looking forward to our opportunity to win and get into the playoffs this weekend. Absolutely.

Brandon Burton 4:50
Yeah. And I’ve been I’ve been impressed with Jordan love and him stepping right into that role and they’ve done a great job. So yeah, awesome. Well tell us a little bit about the scope like a chamber, just give us an idea of the size of the chamber scope of work. You guys are involved with staff budget, that sort of thing, just to kind of set the table for our discussion today. Yeah,

Ali Rauch 5:12
you bet. So Opelika is in the Auburn Opelika MSA. And so what that means is, if you’re not familiar with Auburn, or Auburn, or Leica, it’s in the southeast in the kind of east central portion of Alabama. So Auburn is home to Auburn University, that college town, and we are that sister city, that has long since been the kind of hub for business in the area. They’re kind of the hub for education, and we’ve been the hub for business, we’ve got a community college in our town, we have a massive amount of industry. And over the past, you know, 20 years, our city has really focused they manage our economic development. So they have focused a lot on diversifying our industry. So we’ve just got a really healthy business community in our town, we have a population of about 33,000. But if you look at the overall surrounding community, we’re between 120 and 180, depending how far you go out in terms of total population, and our chamber, although 33,000 is our town, and if we were to just really cover that, I think we would be considered to be pretty large, we have a membership of just under 1000. In fact, we are looking forward to breaking that 1000 In the next couple of months, we’ve been very, very close. And we have an annual budget of just under a million dollars. And that has almost doubled since I took on took over about three and a half years ago. And so when we talk about kind of the the massive amount of change that we have undergone, that has been part of it. And let’s see, we’ve got a staff of eight, just became a staff of eight, we started as a staff of four, now staff of eight with our most recent hire, which is a business and Workforce Development Director, which we’ll get to when you talk about some of the projects we’ve worked on. And yeah, I think I think that about sums it up.

Brandon Burton 7:17
Very good. That is exciting kind of teaser, you know at that membership growth, and then just about doubling the budget. And so hopefully everyone’s ears are perking up about what what did these changes that you brought into the chamber. And we’ve we’ve titled this episode as new CEO and change agents. So as Ali’s come into this role as we went through her bio and everything, she’s brought a unique perspective to the chamber world, and taking what she knew and working with the chamber and being able to take what she heard knowledge from the outside chamber world and kind of marrying these two together has really been a great change agent. And I’m excited to get into what some of these changes are and how you’ve been able to introduce them and just the experience that you’ve had. But I also want to just put it out there for listeners that it always can feel maybe a little overwhelming when you hear about all the change or things that you need to be doing. And so for those listening, you don’t need to do at all, you know, just listen and see what makes sense for your community. And maybe none of it is things that you need to apply right now maybe you’re already doing a lot of these things. But as we know change is inevitable. So we need to always be looking for what changes and adjustments we do need to make within our organizations to continue staying relevant. So we’ll dive much deeper into this topic as soon as we get back from this quick break.

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Hey everybody, Donna from Yiftee here today, just like Brandon, we’re bringing you a guest speaker. First up is Gina from Durham, North Carolina. We’ve sold more than 3300 community cards in Durham, that are being spent at 51 different merchants. There’s something for everyone.

Gina Rozier  10:45  

I’m Gina Rozier, Director of Marketing, Communication and Peacekeeping for Downtown Durham Incorporated. And I’m a very happy Yiftee customer.  We’re the Bull City, and we created our spendable community card with Yiftee years ago. Our participating businesses love it and we had our best ever sales figures last year. Yiftee is great to work with. They help with marketing the program and it is truly turnkey for us in our businesses. Choosing Yiftee has been a great decision for downtown Durham.

Donna Novitsky  11:13  

Thanks, Gina. Wondering how you can have your own community card for free. Check out yiftee.com for next steps. Now back to the show. 

Brandon Burton 11:25
All right, Ali, we’re back. I’d love to just hand you the microphone. Tell us what are some of these changes, I’m sure you’ve got a long list there that you can just barely rattle off some of these changes that you’ve helped drive since you’ve come in this role as CEO. But what are some of those more notable changes, and what has been kind of the the impetus for that?

Ali Rauch 11:47
I think the biggest change that we have really undergone at the Opelika Chamber has been just the overall direction of who we are as an organization. The chamber has been around for 82 years. So it is long standing, it is trusted. It has been very well taken care of for many, many years. But it was very much in a state of complacency. Everything was fine. But it wasn’t exciting. It wasn’t I don’t know, it just it was just there, you know, and I loved it, I was involved. So it wasn’t bad. It was all good things. It just, I come in with a lot of energy. I don’t know if you can feel that for me. But I am a very energetic, very positive. And so one of the first things that I did was to dive in, of course, you got to look at your bylaws truly understand those. But the first thing that we did was we we changed our mission or vision or core values. I rewrote our personnel manual, a ton of policies about the overall direction is what was that first major thing. And honestly, the thing that forced my hand to do that was our accreditation was due with the US Chamber of Commerce. And so this was nine months into my first year as CEO, I’ve got all this paperwork to do. And I’ve done it in my life. And so I was able to take a look at the last 15 years worth of like you do accreditation every five years. And so I was able to look at the last three applications and really get an understanding of where we’ve been. And then I took that as an opportunity and gave myself a deadline and said, Well, you know, we need a new personnel manual, when we need new HR policies. We’ve got to make sure our branding is on point. All those things were kind of sparked by that accreditation change. And so I did not ever think we could possibly get to a five star accreditation and for us to have jumped in my first time to go from four to five star was just I celebrated a lot.

Brandon Burton 13:58
That is awesome. Yeah, it

Ali Rauch 14:00
was huge. But so kind of the core foundation was a big initial change. And we change our vision to be a leading catalyst for a better Opelika. So it really widened our umbrella of what we can do on behalf of our community. While our mission actually changed to be strengthening our community as the champion for business, because we really found that people have no idea what a chamber is literally no clue. Most of the time they think we just do business after hours or cocktail parties or ribbon cuttings. And we wanted our team, our board, our volunteers, everybody to be able to have a simple, singular line that says what is the chamber, we strengthen our community as the champion for business. And so changing that was was a big moment for us and making sure that business was the leading edge element of that. It’s very, very easy to try and serve everybody. But you have to remember, we’re here to serve the business community.

Brandon Burton 15:07
Yeah. I love that just that little tagline that slogan, you can say to we strengthen businesses a champion. We’re busy for our business community. Is that right? Is that how you said it

Ali Rauch 15:18
strengthen, strengthen our community as a champion for business? Yeah, yes,

Brandon Burton 15:22
yes, I had the essence there. So that’s something that every chamber can take, though, you know, do your R&D, you know, take that simplified phrase, that’s something that your board that your volunteers that your staff that new members should be able to understand as a part of your organization. This is what the chamber does. And then from there, obviously gets into mission and vision, things like that. But I love that just having that simple phrase of what is the chamber do, this is who we are, you got that simple response. It’s true.

Ali Rauch 15:53
And one thing that was really great about that, too, is not only did we update our mission to say that, but then our work reflected that. For me, I came from the private business sector, my whole career had been in business. And I also was a marketer. And so I had this unique perspective about what businesses want. And they they are joining the chamber most of the time, to help build awareness and to build relationships on behalf of their business. So because I had that marketing perspective, and understood what they are looking for, from an ROI perspective, we changed a lot of what we offered and what we focused on, so that we could deliver what the businesses need, you know, sometimes you gotta kill those sacred cows and do things they Oh, well, we’ve always done them. But is that what your business community needs? That’s a good question to ask. Yeah,

Brandon Burton 16:47
I was gonna ask you about that, with your marketing background coming into the chamber world, I know that there’s a there’s some overlap, but there’s also you come into it with eyes wide open of this is what businesses are looking for. And here’s an organization you’re coming into that has been doing, I’m guessing a lot of the same things for a long time, and maybe needed a refresh. So being able to take that, that vision that you’ve had that experience and being able to apply it to the chamber, or there may be some other areas where you’re able to apply your marketing background into creating the identity for your chamber and, and phrases like that, that you just shared? Where else have you seen that background and marketing come in handy in this role,

Ali Rauch 17:30
literally everywhere. So you mentioned in my bio, that we did a a brand refresh, that was huge, you know, I had had been a part of brand refreshes for two different years, I built a brand from the ground up at Chicken Salad Chick. So coming in, I knew we needed that fresh face. And I had high expectations and kind of I want I mean, it needs to be relevant and modern. And today. And so redoing all of our email newsletters, all of our communication, we launched a brand new website last year, we refreshed our magazine, and that one, an ACC e communication and excellence award last year ACC which was amazing. But I think one area that is probably out there that I’ve been able to use it that is unexpected is that we created a conference, it’s actually coming up in a couple of weeks. It’s called the All Things marketing conference. It is just literally a baby that I have created, that my team has come on board and helped and we have made it happen. And and so it’s a one day JAM PACKED conference that people can attend from all over, you’re welcome to if anybody wants to check it out, go to a black chamber.com. But so, you know, like, like a regular conference, you’re gonna pay a fee to attend and include your meals, but you’re gonna listen to a lineup of speakers. And for me, I was getting questions from businesses, especially restaurants, all the time asking for my marketing expertise. And I realized I can’t teach everybody one on one. What if we were to actually teach everybody at once and this became an annual thing. And so I, you know, grabbed grabbed a few of my members who I consider to be really great marketing experts for their specific fields, pulled them together, created a committee and said, This is what I want to do, what would it look like? And so the one we have coming up on January 19 has, we’ve got two keynote speakers, six different breakout sessions, plus a bonus section session, and we’re going to teach everything from traditional marketing to digital advertising to content creation. And numerous people are not only active chamber volunteers, but also former chamber employees like we get it and our keynote speaker is a lady named Lena Trivedi. And if you haven’t heard her story, I encourage you to go to Apple TV and watch the beat The bubble starring Elizabeth Banks. It is essentially the story of how Beanie Babies became what they were. And Lena was an employee at PTI at the time and was really a pioneer of E commerce. And so she’s going to come down and speak and share her story. And, but we created that from the ground up. And now, you know, that’s the opportunity for us to serve 200 to 220. Businesses, if not more, we’ve got the room to grow. But we have an opportunity to teach our business community what they need to know to be better marketers, which is, I would say, 75% of what the businesses need our help from is marketing, because they just most of the time, don’t know what they’re doing. And, and they are an entrepreneur, so they’re passionate about what they’re passionate about, but not necessarily marketing. And so my skill set has just really come in here to create this conference from the ground up. And it’s awesome. It was just this moment of pure, like, Joy. And like, I just, I couldn’t believe it. We did it last year. And now we’re on our second year, and it’s gonna be

Brandon Burton 21:06
awesome. That is awesome. And I think that, you know, strikes a resonance with, with businesses, small businesses, especially where we had talked before we hit record, that the reason that I started the podcast is really to help small businesses that ultimately, that’s what it comes down to my whole career. And chamber publishing has been about helping small businesses and, and there’s some chambers frankly, it becomes more of a membership organization that it kind of stops there and the help, it’s hard to see that connection of where that help and support is for small businesses. And the businesses recognize that I mean, just the honest truth, as I’ve met with Chamber members in a wide variety of different chambers over the years, a lot of them have a hard time making that connection. So having a conference like this, it really offers that direct support for marketing, which is it’s a tangible thing that they can take back to their business and see positive results, see an increase in sales, see that that needle move from efforts at the Chamber is putting out there and making available these opportunities for. I also know in my background with with chamber publishing, I’m talking to businesses about advertising. So I’m seeing what their strategy will call it. And or lack thereof, or lack thereof, most of them don’t have a strategy and any advertising they do. It’s more maybe branding, you know, they’re they’re putting a branding ad out there. But there’s no call to action, there’s no way to collect any information and remarket it like there’s so many different layers that you can put on to marketing and advertising that the small businesses either they don’t know, or they don’t have the bandwidth, or they don’t know the tools that are available. And I just love that you guys are doing this. This is a this is what chambers should be doing to help small businesses be successful. So kudos,

Ali Rauch 23:04
and meanwhile, thank you, I appreciate it. Meanwhile, it’s also an opportunity for us to feature a few of our businesses that will then gain clients as a result of this conference. We sell sponsorships for this conference through our annual reach or total resource campaign. And and then we have ticket sales. So like, this is also like a revenue generating opportunity. And it’s just bigger than what chambers have traditionally done in the past. Yeah,

Brandon Burton 23:32
yeah, for sure. So, as you have helped to introduce a lot of these changes the brand refresh this marketing campaign, that magazine, there’s been a lot of things. I’m sure there’s other things we haven’t even touched on yet. As you go to introduce these changes, do you find that you have some autonomy just within the organization, you and your staff, or our most of these things? Indeed get Board approval? Or where does that threshold come at your organization?

Ali Rauch 24:05
We, I am very blessed to have a board that trusts me. Pretty implicitly, it’s wonderful. So I have a very supportive board. Typically what will happen is that myself and my team, we do a lot of things together. So this is not like the, hey, Ally’s done all this now. I couldn’t do it without them. So we, we will come up with our ideas and we’ll say this is what we want to do. New programs, all things marketing, Summit, things like that. That was just us. We decided to do that no board approval or anything like that. But with you know, the mission and the vision and things like that. That was something that our staff decided on and the set and then presented it to our board for approval. And so that was certainly a big honestly, it was very easy discussion. It was a unanimous vote. So that made it because we’re being Very thoughtful and doing our homework in advance. They trust us and support those decisions. You know, one of the biggest things that we decided to do that was very involved for the board of directors was our forward over like a campaign, which was our strategic economic development initiative to raise money. Because we are, you can’t tell I’m I’m actually sitting in my office, which was a home that was built in 1895. And I’ve got, I have turned two closets into what we now call co offices, because you just got to make it work. And we’re at max capacity. And, and honestly, we also don’t have a space that our businesses can actually use the way they need it. And so what started out as a need for more meeting space or business space, but also kind of transformed into, hey, let’s start tackling bigger challenges in our community. And so our Florida Blanca initiative raised were actually 3.1 million right now. And that’s going to enable us to work on workforce development for our region, build out some more entrepreneurship training programs, and then also move into a renovated building that will host not only event space for us to be able to host most of our own events, but there will be a visitor center, a boardroom and a business incubator and other things. And so that was very much a, I hired a consultant, we worked with power 10 to do that. But all of that the board was very involved with because I needed them to actually execute it. Because you know, you think about a lot of your board members are going to invest in something like that. But they also have to be willing to put their name and face on it. To say, Yes, we support this. So that was one that was very, very high, highly involved from our board of directors.

Brandon Burton 26:55
Yeah. And it’s awesome to have such a supportive board of directors. And I know a lot of listeners out there do have very supportive boards. So hopefully those relationships are good and cohesive and allow for that autonomy that I’ve set. I was going to ask you about the capital campaigns that you kind of alluded to there, as well as your total resource campaign. So are both of those newer things implemented since you’ve taken the role of as CEO? Or is there have had those been part of the organization before? So

Ali Rauch 27:28
our total resource campaign had actually been a part of the organization for quite a long time, I think we were in year nine, when I started, and I was a volunteer for our total resource campaign for two years prior to joining the job or joining the chamber as the CEO. So that one was long standing. However, we learned, you know, I inherited a team that had had been there for quite a few, I mean, 1415 years, they they were tenured and experienced, and also a little bit tired. And and so when some of the changes that I made, encouraged the retirement or moving on other people, you know, I’m I’m young, I’m aggressive, energetic. So I just kind of changed things quickly. And that became uncomfortable for some some people. And so when they decided to move on to other things, that was the first one, I actually got on a conversation with Jason from YG, MCRC. And he just straight up told me he’s like, I don’t know what you’re doing, but it’s not what I recommend. And I was like, Oh,

Brandon Burton 28:42
I love that. Jason. Yeah.

Ali Rauch 28:45
Well, I have to be right there with it. But it was true. We we had just been, you know, Hey, turn on our website. And that was it. And there was not strategy, there was not thought and so we are conducting a capital campaign, which is brand new, very aggressive, we need to raise $3 million happening right over here. And we started asking for money in March of 2021. That year, September of 2021. We did a brand new refresh of our reach campaign. So first, wait, no, wait, I think we maybe it might have been a year apart. But either way, we had a total resource campaign going on and our capital campaign going on simultaneously, which was stressful. But it’s doable, because typically that money comes from different buckets, you know, a total resource campaign, those dollars are typically going to be coming from your business’s marketing budget, whereas a capital campaign those dollars are going to be coming from a higher level investment perspective and you’re talking to different people to sell those things. But the capital campaign was certainly new but that reach campaign we saw We now call it reach not a TRC. But thinking of all the branding changes that we do, but we did a brand refresh of our reach campaign, which means that we not only renamed it, but we took away every like week started as if we were brand new client with Jason. And YGM. Because we realized we needed to think more strategically about what we offer and what our price points were, what the benefits were. And so although it’s been around for 12 years now, it was new brand new two years ago, because of that refresh that we did. And that’s really where we went from averaging about $175,000 in sales for the last five to six years or so, to. Let’s see, I think we got up to Oh, 368,000 that’s where we ended. Yeah.

Brandon Burton 30:56
Yeah, that’s awesome. That is awesome. Wow. So you’ve touched on a lot of things here. I can see for for listener out there, maybe that the overwhelm sitting a little bit, but hopefully, they’re taking notes and just seeing some things that might they might want to revisit at their, their chamber. But I wanted to ask you, for those listening, who are interested in taking their chamber up to the next level, maybe give them a little bit of a refresh, what kind of tip or action item might you share with them to try to implement and try to maybe reinvigorate life in their organization?

Ali Rauch 31:36
I’m gonna make two recommendations. And the first one we talked about before we pressed record, read Horseshoes vs. Chess by Dave Adkisson. That was, I was a brand new CEO just a couple months into my job when that book came out. And I read it. And it made me think big. It may he outlines the future of chambers, which, you know, we’re not going to be those if we’re going to be doing what we should be doing for the future. We’re going to be working on meaningful things, not just ribbon cuttings and after hours, and so read his book, and process and think, What does your community need? So that would be recommendation number one. And then my second recommendation, I actually is firsthand advice that I was given by Jim Page, who was the longtime CEO of the West Alabama Chamber of Commerce in Tuscaloosa. Because the first conference I went to, I just, I had so many pages of notes. And it was like drinking through a firehose, and I was like, I have so much work to do, what am I going to do? And he literally sat me down and he said, Pick 123 things. That’s it. 123 things that you want to try and work on. Nothing more, because you can, you know, how do you eat an elephant one bite at a time, you got to you got to pace yourself? You’ve got to prioritize and tackle

Brandon Burton 33:01
three bytes at a time, right?

Ali Rauch 33:03
123? Yeah. No, that doesn’t help ask you to you know,

Brandon Burton 33:09
that’s right. That’s right. Now Jen has excellent, excellent mentor and to take advice from him that that’s very wise. And, and Dave’s book, Horseshoes vs. Chess. For those listening, you know, for a long time he was on an episode and 111 when the book first came out, kind of gave a synopsis of the book and how it came to be. But it really is that book, I think, is the definition of what a chamber is or should be. And as your role as a chamber CEO or Executive Director, whatever the title is, leading a chamber really gives a great definition for what your role should be what your work should look like, and what the future of chambers looks like. So that kind of leads right into the next question, actually, is I’d like to ask and everyone I have on the show that how do you see the future of chambers and their purpose going forward?

Ali Rauch 34:04
I think the future of the chamber is really about doing bigger, more meaningful work. You know, for us, we have never in a million years had the responsibility of making sure our businesses have the people resources that they need to be successful. And we just a few months ago, were, you know, given the reins to lead our region for workforce development. That’s a huge job. And that’s a big deal. But there’s also opportunity for funding that comes from both state and federal levels that can help grow our organization significantly, not just as an organization, but the impact that we’re making. So I think the future is just very doing more meaningful work and thinking about that meaningful work. I think that the Chamber of Commerce And I’ve learned in this role, we have a significant amount of influence and prominence in our community. You know, I have great relationships with the mayors in the area with our state representatives and our senators, you know, our, our kickoff for our Florida like a campaign after we had raised just over $2 million was Katie Britt, who at the time was the president of the Business Council of Alabama and running for Senate. And now she’s a state senator from the state of Alabama. And so we have great relationships from an advocacy perspective that we can contact and, and talk about those bigger challenges. So, advocacy is a key part of it. But I still think that although that might always be a part of what we do, doing the more meaningful work that achieves what your business community needs, which is going to vary for everyone. But that’s where I see the future of chambers.

Brandon Burton 35:59
Absolutely bigger and more meaningful work. I love that alley. This has been a fun conversation, energetic it’s full of life. I’d like to give you an opportunity to share any contact information for listeners who might want to reach out and maybe learn more about some of these changes even from implemented and how you’ve gone about introducing them and getting buy in and all that good stuff that we didn’t get to touch on every aspect or in this conversation today. But what would be a good way for someone to reach out and connect with you?

Ali Rauch 36:31
Yeah, I I certainly welcome this was. This was almost like draining a firehose of all the things and so please don’t get overwhelmed by that I am I am here as a resource. I would love to either chat with you chat with your chamber, whatever whatever it is that I can help with. You can find me my email address is Ali a li at OpelikaChamber.com. You can find me on all the social social channel channels. You can find me on all the social channels at Ali Vice Rauch. So a li v ice ra uch. But really, I mean I’m an I’m an open book and give me a call shoot me a text my cell is 334-737-9354. And all of this can be found on my website or on our chamber website. OpelikaChamber.com. Very

Brandon Burton 37:24
good. And we’ll get all that in our show notes for this episode too. So we’ll make it easy for people to find you. But Ali, this has been great having you on the show. I appreciate you setting aside some time to be with us today on chamber chat podcast and wish you the best with the future chambers that future changes that you have to implement. They’re at your chamber and and going forward into the future. Thanks a lot.

Ali Rauch 37:46
Thanks, Brandon.

Brandon Burton 37:49
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Brandon Burton 0:00
This is the Chamber Chat Podcast, the show dedicated to chamber professionals to spark ideas and to get actionable tips and strategies to better serve your members and community.

Hello, Chamber Champions. Welcome to Chamber Chat Podcast. I’m your hosts Brandon Burton. And it’s my goal here on the podcast to introduce you to people and ideas to better help you serve your Chamber members and your community. You’re joining us for a special episode as part of our 2023 ACCE Chamber the Year Finalist Series.

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Let’s hear from Becky Womble, President of the Bastrop Chamber to hear about her experience with Community Matters.

Becki Womble 1:03
I’ve been using Community Matters for probably six or seven years now. And in a previous life, I sold commercial printing so I can highly recommend Community Matters because it’s a complete turnkey job for any busy chamber exec and it’s a wonderful, beautiful printed product whenever you’re finished. And I just I’m very sold on Community Matters. And with a printing background I just big endorsement from me.

Brandon Burton 1:44
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Our guest for this episode is Bryce Riggs. Bryce currently serves as the executive director of the Seneca Regional Chamber of Commerce and Destination Seneca County, the county’s Visitors Bureau. Since taking this position in July 2020. Both organizations have received a breath of fresh air and a surge of energy. The chamber has significantly grown their membership by making it the highest membership it’s ever seen. Historically, the chamber is on its way to becoming one of the strongest in Ohio. While destination Seneca County has become the one stop shop and trusted resource for the community and visitors of Seneca County. The Seneca Regional Chamber of Commerce received the 2023 outstanding chamber of the Year from the Chamber of Commerce executives of Ohio, and destination Seneca County has received six statewide awards from Ohio Travel Association within the last two years. Bryce, I’m excited to have you with us today on chamber chat podcast, I’d love to give you a moment to say hello to all the listeners and to share something interesting about yourself so we can get to know you a little better. Perfect.

Bryce Riggs 3:07
Hello, all Chamber Chat Podcast listeners, as Brandon said, I am Bryce, I think interesting about me is I got a vast background in terms of I’ve worked in economic development, I’ve worked in development work with fundraising, and now the chamber and I think, you know, they always say there’s not one job that prepares you for the kind of role like this in the chamber. But I think I’ve been fortunate that I kind of see the business background side of things. And I’ve seen, you know, the kind of development as we all know, without fundraising and raising those dollars for our organization, we really can’t do that fun and transformational things that we want to do always. And so fun fact about me is that, you know, only 30 years old, but I’ve had some really unique experiences that have kind of helped me prove it prepare me for this role with the Chamber of Commerce. That’s

Brandon Burton 3:55
awesome. Yeah, there’s not the perfect resume per se to to become a chamber executive. But you know, certain things do tend to give you experience that you can definitely lean upon as you go about that as a career. So take a little bit of time to get a few minutes. Tell us a little bit more about the Seneca Regional Chamber size of the chamber scope of work you guys are involved with, obviously, you’ve got the tourism side as well. Staff budget, that sort of thing, just to kind of set the table for discussion. Yeah,

Bryce Riggs 4:26
we were unique as as a chamber because we do do the tourism side as well. We see especially in the state of Ohio flow a few of us left because I have to say there’s kind of two different missions and for both organizations in the chamber and destination, Seneca County, so it’s been a joy of keeping many folks happy across the board from our chamber partners as well as our tourism partners. Staff right now three and a half team members. We’ve historically been but three team members, majority of the time of the existence of the chamber We brought on a part time marketing specialist within this last year, and we’re pretty fortunate from a staff level wise. And we have one employee that’s been there for 20 years, who’s our voice of reason we call her and our seasoned vet. And obviously a lot of institutional knowledge we have, that’s Denmark, Toronto, we have Marissa Stevens, who’s the movie organization now, going almost three years, and then for me almost four years with with the organization, but three and a half years. But with that, and then also with the Chamber budget for 2024. I’m proud of the kingdom of outspending, but also the king of raising additional dollars. So $322,000 for the budget for the chamber, for 2024. And then for destination Seneca County, about $170,000. We have for the budget for destination Seneca County, really big thing with us is like the setting, you know, really, the value that we provide back to our membership is, you know, we’re big about listening and understanding their needs. We do a membership survey every year where we understand, hey, what’s important to you. And the big thing is just as things change, as times change, making sure that we have the information, we have the tools, we have the programming that makes sense. As an organization, we’re unique, where we put out all our events for the for the following year and our annual meeting in October, as we do our ama in October, we release a full slate. But you know, as things change, for example, the Damar Hamlin situation with the NFL last year with a cardiac arrest in the field, we were able to do a CPR, AED and first aid training within two weeks close with that scenario. And so we’ve continued to keep that as part of our plans. But we just I think, you know, like any other business partner we work with, we want them to be nimble and make decisions quickly. And I think that’s kind of what we’ve been good at is just, you know, being accurate, the community being very transparent and being, you know, engaged.

Brandon Burton 7:05
Yeah, I love that example. I like having the kind of that map for the year saying, here’s our main events and things that we’ve got scheduled but to be able to be nimble enough and not so rigid that when something of importance comes up, you can say yes, let’s fit that in and have some focus on that. And not have it derail the rest of your plan for the year as well. So I think that’s super important. So as we kind of settled on a topic for this this episode, we’re going to focus most of our conversation today around creating a culture for huge results. And we’ll get into you know why we came across that as soon as they get back from this quick break.

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Howdy it’s me, Donna from Yiftee again. Today we get to hear from Christine in upstate New York about her Shop 716 Community card program. She was able to use sponsorship funds for a generous Buy One, Get One program that benefits her whole county.

Christine Langenfeld  9:44  

Hi this is Christine Langenfeld with the Amherst Chamber of Commerce located in Buffalo, New York. We have partnered with Yiftee on our Shop 716 e-gift card program that has been incredibly, incredibly impactful for our small businesses. So happy to have incorporated this program in our shop local initiative here in Western New York. I highly recommend them and give them a chance to show what they can do.

Donna Novitsky  10:13  

Thanks, Christine. So folks, check us out at yiftee.com and sign up for a demo or shoot us an email at sales@yiftee.com

Brandon Burton 10:24
All right, Bryce, we’re back. I mentioned before the break, we’re recording to focus our conversation today about creating that culture for huge results. And sometimes it takes a different perspective, maybe an outsider’s point of view, to be able to see where there’s some gaps and opportunities within an organization. And I may be making some assumptions, but you guys have seen some significant growth in a variety of different ways. Since you’ve come on board there at the at the Seneca Regional Chamber. So I’d like to maybe have you highlight what some of those big growth areas are. And we can kind of dive into what has kind of fueled that growth and the culture being built there at the chamber.

Bryce Riggs 11:10
Probably the big thing is, I should have noted this early, earlier, but membership wise, about 540 members give or take. But you know, we’ve seen since I started in July 2020, we unfortunately, 65% increase in membership. And for me, it’s increasing membership is nice. You know, we have other chamber partners that, you know, do those membership drives, and they really get people out. And they’re really kind of one time, some folks or one time infusions of cash into an organization, which is nice to keep things afloat. But the big thing for us is the retention standpoint, you know, once we get them on, do a process. And we’ve kind of created a process within the last year and a half about the onboarding and making sure that you know, everyone kind of gets the same experience when they come on board. And that’s kind of help with our retention rate 94% retention rate that we’ve had consistently over the last few years. And, again, you know, influxes of cash are nice for the organization. But how do you keep those coming back and keep you know, our partners happy membership services are great. We’re, you know, we get a lot of responses on that, that allows them the opportunity to dialogue with us. You know, ours is all anonymous, so you can kind of dialogue and kind of put it all out there, my feelings don’t get hurt. Because we only grow as organization, we realize our shortfalls. And then really the big thing is T we’ve seen with a membership growth has been kind of non dues revenue has grown over 164%. Within the last, we moved to a new sponsorship model in the end of 2020 2021, where we asked our partners one time for sponsorships, when I started in July, with COVID pushing things back, it’d be like five events and basically five months and it was, you know, I was the guy who was calling and saying, hey, it’s Bryce. I’ve fortunate part of this community. So it wasn’t really much of an introduction, but it was, hey, we have this event, the golf out and you think you can make an investment to help support us? Oh, yeah, that’s fine. Okay, then, you know, the coffin takes place. And then the educators practice, hey, it’s Bryce again. Can you cut me another check. And so like, like anything in life, that asked me a better way. It’s we moved to a one time ask model in 2021. And that’s been super successful for us. We have 14 years platinum $3,000, gold 2000, Silver 1000, and then bronze 500. And we just package everything else we’ve done in the past. And we just said, Hey, this is the price tag of $3,000 are our largest donor, historically have given us 2250 On average, every year, and it’s okay, let’s bump up to $3,000. And we’ll do it one time mass model. And that’s been super successful for us. As an organization right now, we’re actually going through our our fundraising model kind of drive at the end of the year. And you know, last year, I’m gonna pull it up real quick. Last year, we raised $175,000. And literally one month this year, we’re still at $165,000 gotten to the end of the year. I’ve a few that will over will do. Oh, I’ll do what we did last year. were fun, obviously, with inflation and other factors muddies the water tight, but I think the biggest thing for us is the chamber. It’s more relationship relationship based, rather than the monetary aspect will me get through this. It’s basically Hey, Steve, this is Bryce with the chamber. You have a team and the golf outing. Just let me know who your four golfers are and then you know we’re looking forward to seeing you and then you know, the conversations over with and so when we call it’s no longer oh my gosh, the

Brandon Burton 14:47
Chamber if I may check the budget. Yeah. What

Bryce Riggs 14:50
do they want, you know, they want to call in again for the golf outing or con for this up it’s really allowed us to take our relationship with our members more to that, you know, prefer Hold to the more personal because they realize now that like my call, if I’m gonna ask me for anything is, I’m gonna ask them for money. It’s like asking them how we can help her, Hey, I saw you’re doing this about can we stop by and take a picture to help promote it? Hey, you’re doing this? How can we help you with that? And so it’s kind of allowed us to transform the organization a little more than we’ve done in the past. Yeah,

Brandon Burton 15:23
that’s great. So on the membership, and maybe I misunderstood, but how did you? How did you go about that big increase in membership? Did you guys do a membership drive? Or is that just built kind of grassroots? had had you guys approach that?

Bryce Riggs 15:40
The biggest thing is no membership drive is all grassroots. And I always said, when the chamber gets you energy gets new leadership, there’s always an opportunity to, you know, say that first year, and in my opinion, is the most important year, it’s, you know, sometimes you’ll take over a chamber that maybe in the past, it’s been stagnant, or very successful. And it’s like, okay, you have to pave your way on why you’re different. What’s your value proposition? And so for us, a lot of it was, you know, what, before, when we meet with a new member, our value articulation was not great. It was like, Hey, join the chamber, because it’s good for the community while when COVID hit, and things hit the fan. People love the community, I love the community, but real relook at our budgets. And it’s like, okay, this is good for the community. But this is also good. And this is good. And so now you’re kind of in a match with other great community organizations. But okay, my getting returned value back. And so we kind of lost our four point approach in my first month and said, Hey, look, this is the four reasons why you should join the chamber, where we had some kind of topics underneath each one of them. And the time, I’d say it was kind of crazy, because some of the stuff didn’t really make sense, because we didn’t build the plane yet. We just kind of like, found a bag of goods that we, you know, had yet done it yet. But it’s like, look, this is where we’re gonna go, we’ve lost trust in us. Again, I’m from the community. So for me, it was I’ve had a track record of doing things the right way. And so with us, it was just like, how do you articulate that value back to someone. And then I think it just became, you know, my first month, we had like, 15, new members, my next month, it was 15 new members and kind of like a forest fire. Once you create that spark, it’s like, Look, you have to take advantage of it. And our biggest thing is that we will not accept a new member of the Chamber of Commerce until we meet with you in person. And so it’s not just me. We have other chambers, it’s their membership director, or their membership coordinator meets with them, the CEO doesn’t. To me, I think it’s like the worst thing you could do. And so for me, I take my staff, my entire staff, just the three of us, the part time employee, this now that the three of us go out, and we go to their business, we meet with them on this morning, I was at a museum that was 45 minutes away. And we traveled there as a team, we came back as a team, because the day they knew who we all are, I think call the office and I’m not in and don’t answer the phone. They’ve met them before. Dan knows who they are, what’s important to them are the four points, how we can best assist them, if they run into Mrs. On the street, corner, residence, who they are, what their balance and organization. And so for us, it’s again, how do you take those relationships pass the professional, the personal side of things, I think is huge. And that for us? Again, it’s that it’s that wildfire that we’ve just continued to keep it going. And we just you know, for us, when someone goes to kind of check to the chamber at the end of the year, in July, it’s you know, I want them to look at us as a staff and saying, Hey, right, when I don’t cut this check to the chamber, it’s not at the chamber. I’m not gonna check the price to debt to Marissa. And I think it’s that personal touch, that kind of, you know, makes the ties a little bit stronger between the

Brandon Burton 19:03
organization’s for sure definitely helps with that, to have that 94% retention rate that you guys are seeing now. I mean, when you have that personal touch, you meet the members, you have that introduction, they get to know all the staff, you better understand their business. I love the example the the museum this morning, you gave this 45 minute drive there and back all together as staff. Imagine on the way back, there may be some discussion and ideas shared amongst staff about how to help this new member, you know, who can we connect them with? Or what would help make them successful? And there’s so much value in traveling together and doing that, you know, as a team. So

Bryce Riggs 19:47
I would say you know, there’s that I think we all are bought into it. And it for us it’s like look, you know we all where we see someone we know who they are what they do while they’re doing it and it’s the lie on to say that why this one is what makes the difference? So

Brandon Burton 20:02
I’m anticipating people listening are like four point approach. Okay, what are these four egg? Do you mind giving us the pitch real quick? What your what the four points are? If you’re granted, every chamber is different, you’re offering different things, potentially. But what? What are those four areas that you focus on when you are approaching a potential member?

Bryce Riggs 20:21
Yeah. So when we dive in, you know, we kind of enters we are first as a staff and home or the personal side of us again. And then without my destination said, I didn’t count because when I first started, the tourism bureau wasn’t very active, it was kind of the inactive arm of the chamber. But for us, we kind of explain who they are, what they do, why they’re important to the bigger picture. And then, you know, we flip over to the four point approach. And we talked with the membership survey, and we say, like, look, we don’t, we don’t determine what’s important to you, we listen to you, we understand, when we can talk more about their business, they can understand where their gaps are at and how we can help fill those gaps. And then we kind of go through the four points. And based on their story, we kind of dive into like, for example, the museum, they’re getting ready to go through their new location, there’s moves. And it’s what’s the promotional side of things, and we kind of dive in here, we’re an information source, we get a ton of phone calls, but we do a ton on social media, last this year actually will reach 2.6 million people on all our social platforms for our reach. And then for the visitors bureau, we have an additional 2.9 million will do as well. So we kind of talked about quantifying that the personal experience. And so when we talk about our members, we talk to them as people not as businesses, it’s kind of how it all connects to each other. And then we’ll step up you know, for them ribbon cuttings, bread and butter of a chamber, which we do things a little bit differently. We’ll do last year we did over 40 ribbon cuttings last year, we have a photographer, we invite elected officials, our ambassadors, which are super engaged our board, most were mechanics, we do our we have over 30 to 40 people attend each one. So there for us, it’s an it’s an energy opportunity. It’s the excitement people kind of bought in. And one thing I should know, too, we sent out a calendar invite for all our first contacts for every organization that’s, that’s a member, we send out a calendar invite with a description for all events we do, including ribbon cuttings, so even if you can’t go you at least understand new business, who owns it, where they offer, what are their hours, we said to our political officials, our media, and so those are always a good thing as well. And then we’ll jump to like relationships. So we have after five networking events, like most chambers do, which I won this last week, our golf outing, is wildly popular, we had 55 teams are out in last year, and then two flights sold out. And then we’ll talk about our Casino Night that we do as well. And then just different membership engagement opportunities to build relationships. We have flank. networking groups, like a digital Management Council we have. We’re both the Human Resources association. So kind of different people within the organization can be engaged as well. We have resources and savings is our third point usually talked about, and that’s obviously saving people money in which people appreciate. So we run a chamber cash program that looks just like a cheque. And a lot of people are moved to like 50. And there’s other things but we’ve been fortunate in the last last year, we sold over $110,000 in chamber cash, which keeps money locally infuse our community with a member a member benefit card that we do as well. It’s been really popular 55 different discounts different restaurants and businesses for the community and our big sales when I first started, we engage often with like the top tier management, so the CEO, CFO, CEO, but okay, how do we take the chamber message and bring it down to the employees. And so we now have the stack slammed, and it looks like gift cards. And we can all remember businesses, their employees inside joke, I’ll be at the local watering hole, and three people in front of me will plug the chamber card and get their 50% off at the at the restaurant. We’re there. And so it’s kind of nice to see, I joke, it’s kind of a call at that point, but I’ll take it. But it’s again, the Chamber messaging of this is the chamber and every time they scan it, it goes to our website. And so it’s that name ID not just with top tier, it’s through the whole organization. You Your energy programs, your you know, health insurance programs, as well thought of that. And then last is education, where we do power hours, which is the professional development from our members to our members. We’ve had to talk about like, you know, like AI is a topic for January, we have one with Canva and in March, we have a CrossFit crash course in June. We have a golf one on one event. So just some fun, professional personal opportunities. We Someone says, which is more than a personal. So it’s like the Myers Briggs test, you take it, we bring someone in, it kind of puts people in groups, you can talk about what the results mean. And then like leader, substantive accounting, which is our leadership group, and other educational opportunities we offer to our members throughout the year as well. So you’re really that’s kind of the four point approach. And then we kind of, you know, based on what they tell us, we say, hey, based on what you said, this is probably a good fit for you, we’ll get you connected, we’ll make sure you get the info. And then it’s like, again, as many as you can, how do you connect the chamber to the organization provide that values when they go to renew, when they decide they want to join, there’s enough value there that they’re like, hey, this makes sense. I have to I have to join. Yeah,

Brandon Burton 25:45
makes a lot of sense. I love that it’s condensed down enough to four points. So hopefully, any member of the staff can take that and kind of tell the story of the benefits that your chamber has to offer to these businesses that are considering joining. So that’s awesome. So let’s say maybe shift a little bit and talk about, you know, things that you guys do maybe organically there at the chamber to keep the passion for the staff on a high level to keep them engaged and, you know, involved with the community and really just loving what they do. Yeah, I

Bryce Riggs 26:20
think it’s the biggest thing is, that’s kind of our our sweet spot. That’s our secret sauce I tell people is that our staff here is fantastic. And I don’t live in a world we live in, it’s as a as a nonprofit organization, it’s hard to pay quarterly, it’s hard to make the opportunities available to our staff. But my biggest thing is like look itself from the top down as us and so my, my staff sees me out in the community, they see me community events, they see me out, you know, all these opportunities that exists. And, you know, the big thing with us is that we invest in our staff to go to these things. And so if I have done, I really don’t want to go to this event, and the chamber will pay for our staff to to go do continuing educational opportunities to go to community events. We’re fortunate with some of the non dues revenue increase that we’ve had over the years, that, you know, obviously, it pays to play to a lot of these events. And it’s tough, because it’s like not every chamber has the budget to be able to do this. But for us, it’s just like, we get along well, we communicate well. We keep things fun. And that’s for us. It’s it’s important. If it starts with the staff, if your staff is energetic engaged, it’s kind of hard to go sell, sell something that you don’t believe in my staff, we do gene Fridays we do you name it, right? I buy flexible hours, if you work in the evenings, which a lot of my staff does, you know, you can take some time off here and there throughout the throughout the week come in at 10. Like that. One thing is we do as well, three o’clock Fridays, and close the office every eight to five, Monday through Thursday. And then Friday, we do three o’clock, I kick you out. I don’t care how much work you have left to do. I don’t care how stressed you are. I kick you out. Because I think it’s like, Look, you gotta go live life. As is. It’s crucial. And so like for us, again, I’ll say it just starts with the staff. And you know, if you don’t pay your staff, you know, livable wage, that’s great to talk to my staff, and do we do yearly reviews. I do all my yearly reviews, in conjunction with the budget. So line rock conducted in November, I sit down the staff, I ask them questions, I send them a Google Word document, they type in their responses, and it’s a dialogue. I put their stuff and I put my comments and we meet for lunch. One on one and we discuss kind of like your thoughts, my thoughts. And then if Yannick I say looking, you know, next year, this is what we’re able to do based on your, you know, health insurances issue, okay, great. Based on that issue, we’re able to do this. And so my biggest thing is, if you unify consistent feedback, reviews aren’t supposed to be surprises. But for us, it’s important to say you got to show the nonprofit role you can pay them, you can allow them to grow as humans, you can model them have fun. But that’s the big thing is like, Look, you don’t take care of your own team. You’re not gonna go very far as an organization in the, you know, on the chambers or one, one man one woman shops, and so I you know, I fortunately have a board that allows me to do what I do. And so I just, you know, I, I told us that the board with a discussion this last year that said, Hey, how much you’re gonna give your staff increases? And I just said to him, Hey, I love you, but it’s, that’s not your role. My role is to determine based on what their performances, this is what I’m able to do and the performance bonuses every year, but I’d say give me the freedom and flexibility to pay my staff the way they should be compensated and we don’t, and I’ll ask, I’ve put in the budget and then you know, he gets approved as a overall bigger Make sure I

Brandon Burton 30:01
like that. I like being bold enough to say, yeah, let me invest in your business, right? Stay in our lanes, right?

Bryce Riggs 30:09
Correct. Yeah, the day the executive committee is responsible for my executive review and my salary, and let’s, let’s be talking about that within this framework. But just know that, you know, my job is to get my staff in a place where they’re making competitive wages, and their benefits are great. We just launched a simple IRA this year for 2024. Based on again, concerns and needs for for additional benefits. We’ve done, you know, again, I’m willing to invest my staff and they go to war for us every day. You know, my job is to go to work for them so that they can get what they need to be successful.

Brandon Burton 30:47
Yeah. I love it. Well, as we start to wrap things up here, I wanted to ask if anyone listening what who’s interested in taking their chamber up to the next level, what maybe tip or action item might you have to offer them to elevate their chamber and kind of play it at that next level?

Bryce Riggs 31:09
So the biggest thing is, I always indicate, you know, be consistent, be persistent. When I started out, I was fortunate that I was kind of given the opportunity and said, hey, you know, you have, here’s the keys to car drive out you want. I’m not ignorant in the way that I understand it, is you have guidelines, and I have for a framework to do that within. But I would say like, Look, if you’re trying to be transformational, do things differently. It’s like, you got to be consistent with your approach, be persistent with our approach. Our big thing is community, community community. If you read our newsletter, you’ll know it’s from our community, you’ll know the people that are in it. If you see our social media, you’ll know it’s about the people. So everything is just like, look like push the pace. What do you get told now want to figure out how to get around it? You know, some sense knows, you know, doesn’t mean No, today, but might be like a maybe a later thing. Or maybe there’s another way to get to it. So you know, my first job, I was a telemarketer I was always taught you to do to rebuttal before you finally hung up the phone, and I very much live by that model. And so my thing is just people, you know, to make chambers that I’ll be honest, that we interact with, don’t push the pace, you know, our final status quo, which is great, but I think COVID kind of allowed folks to see kind of see through that. Our job is, you know, often the world that we live in the chamber world, the economic development agencies are here, and the chambers are here, or the community development is here. And chambers is always below it. And so my big thing is like, look, when we get talked about in the community, I want people to know that, like, look, we’re on the cutting edge, we’re doing things differently. And that, you know, we’re doing what’s best for the community. So people be persistent and be consistent and just have fun. That’s the big thing is, I’ve been here for three and a half years. And you know, early on, we’ll see I’ll Bryce you’re gonna burn out, you’re gonna do this. It’s like, yeah, there’s some days on central office. And I’m like, this sucks. But you know, I would say it’s not, it’s not hard work, it’s a lot of work, just power through. And if you set yourself up, put your bets out there. You know, like, look, I gotta do this, this, this, and this to get where I need to go. Yeah,

Brandon Burton 33:28
I’d love the honesty of some days. It just sucks. Yeah. Gotta move forward, you have a bigger picture of why you’re doing it. And I love the idea of consistent being consistent being persistent. And there’s so much value in that. And it leverages a lot of power if you’re consistent and persistent on pursuing those goals and, and the potential of your organization. So as we look to the future of chambers, how do you see the future chambers and their potential or their purpose going forward?

Bryce Riggs 34:01
Yeah, I would say, you know, that really, the big thing is, again, that that personal touch. I think if you two things I find is that shortfalls with the Chamber World Industries, people run their nonprofit, like a nonprofit, I say I run my organization, like it’s a business because it’s a business and you got to invest in your people invest in your marketing, you have to invest in everything, right. I remember my first year I started and we didn’t have you know, anybody at all, but here I am, like, look, we’re ordering, you know, 5000 folders for new members because guess what, we’re gonna we’re gonna go out there, we’re going to spread the word and we’re going to tell people what we got going on. I think that’s the thing is don’t you know, you know, don’t the day you stop investing in marketing this day, you stop investing in your peoples that day that you know, things are on the decline. You need to keep doing that. And I say that really the big thing as well as getting into that personal touch. You know, You gotta stand out a lot of organizations are in need United Way’s you name it right that a lot of Salvation Army’s, they need money and you’re you know, to say that we’re on the same playing field as them but sometimes we are as chambers. And so we do things such as you know, every Christmas card we do holiday cards we send out, we send to all our members home addresses, because again, it’s you could send a Christmas card or holiday card to their their business. But it’s great, you know, it’s that the business relationship, we’re trying to get the next thing. So I just say, you know, if you’re consistent persistent with that personal touch and approach, that’s why the Chamber’s gone is that, you know, we got to stay competitive in the marketplace in terms of funding domestic competitive for, you know, even like the tourism side of things, right? We pick, we have that arm of us. And that makes us more competitive, because we can offer a different service than maybe another chamber couldn’t. So sometimes in communities, that tourism site opens up. And that, you know, huge opportunity to get those dollars, go out there, go put yourself out there and really go for it. You might have to hire another staff member to get those dollars. But the more things you can add, and the more things you can do to be a resource to the community, I think that’s where we’re going is that you’re going to find only a few organizations are going to do the key things in the community. And you got to be willing to change and adapt to it. Yeah,

Brandon Burton 36:25
I think that’s an interesting twist you had mentioned with the the Christmas cards to send them to their home address. So you’re obviously collecting that information when they join the chamber? Or do you ever get any pushback and somebody’s like, I don’t want to give a home address. And this is about business organization.

Bryce Riggs 36:42
This is why I tell you that I’m a little creepy. So three years ago, I started I started doing white pages. And I started an honors office and I started going through and finding things and I’ll be honest with you, if we don’t ask them for their home address. It’s you know, that’s available on the internet, you can do that. This last year. We just said December, was sent last Thursday, our cards went out and got people’s addresses on Saturday. Most of them did. But for us, it’s like look like I bought look at that information. It’s a nice surprise. People are like, Oh, I never gave them that address. But it’s together that touch. So

Brandon Burton 37:22
then are you putting it in your membership software with their accounts. So the next year, it’s got

Bryce Riggs 37:26
its color Christmas card address, it’s a separate one. So okay, it just moved to gross within the last year. So with that we’re making the adjustments and add ons, but I’ve spent many long hours doing that from finding information to some people might be, you know, meaningless. But I come in late at night, and I just kind of churn and burn until I get thrown. But it’s important because again, people come to us and say, Hey, I have your card in my house. That’s really nice. And we’re always first card. And it’s all we go to their house. So it’s always important and

Brandon Burton 38:00
awesome. I love that touch. Well, Bryce, I wanted to give you an opportunity to share any contact information for listeners who might want to reach out and connect about some of these approaches or how you guys are doing things there at the Seneca Regional Chamber, what would be the best way for them to reach out and connect with you?

Bryce Riggs 38:17
Yeah, go ahead and call my cell phones 419-889-3932 And that’s my cell phone. Just reach out to me. We weren’t happy to share information about you know what we have going on or you can reach out to me and briggs@Senecaregionalchamber.com and shoot me an email but I you know, there’s a lot of different folks that I’ve met along the way. I do a monthly zoom with people across the country, their chamber professionals because like, look, you know, the day you think you’ve figured it out, as you know, that uh, you run your nonprofit, like a nonprofit is the day to day, life becomes a lot more difficult for you.

Brandon Burton 39:00
Yeah, for sure. But we’ll get that in our show notes for this episode too. So people can can look it up and reach out and touch base with you and learn more. But I appreciate you spending some time with us today here on chamber chat podcast. I love hearing these stories of you know, you get a fresh approach and an organization and throw some fuel on the fire and watch it burn. You guys are doing an awesome job. So keep that momentum keep that consistency and persistence. And I think there’s going to be even bigger numbers. Yeah, a year from now or two years from now. So I appreciate you sharing these insights and experiences with us today.

Brandon Burton 39:25
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Workforce Training Center with Jeannie Hebert

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Brandon Burton 0:00
This is the Chamber Chat Podcast, the show dedicated to chamber professionals to spark ideas and to get actionable tips and strategies to better serve your members and community.

Hello, Chamber Champions. Welcome to Chamber Chat Podcast. I’m your hosts Brandon Burton. And it’s my goal here on the podcast to introduce you to people and ideas to better help you serve your Chamber members and your community. You’re joining us for a special episode as part of our 2023 ACCE Chamber the Year Finalist Series.

Our title sponsor is Community Matters, Inc. With nearly 20 years in the chamber industry and over 100 media awards presented to their chamber partners, community matters provides the R&R that every chamber needs, revenue and recognition.

When it comes to publishing a Chamber Map directory or Community Guide, Community Matters has a trusted experience to help your chamber accomplish your goals. With different advertising sales models and publication styles, Community Matters will help you create a non-dues revenue machine!

Let’s hear from Becky Womble, President of the Bastrop Chamber to hear about her experience with Community Matters.

Becki Womble 1:03
I’ve been using Community Matters for probably six or seven years now. And in a previous life, I sold commercial printing so I can highly recommend Community Matters because it’s a complete turnkey job for any busy chamber exec and it’s a wonderful, beautiful printed product whenever you’re finished. And I just I’m very sold on Community Matters. And with a printing background I just big endorsement from me.

Brandon Burton 1:44
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Our guest for this episode is Jeannie Hiebert. Jeannie has been President and CEO the Blackstone Valley Chamber of Commerce in Massachusetts for 15 years. Under her leadership that BVCC has grown and developed into a chamber that works hard for business and the economic vitality of the region. often dubbed the queen of collaboration. Jeannie sits on several business and community boards and meets regularly with local state and federal legislators to make sure the valley voice is heard, and funding is appropriated to support their economic development and small businesses. Since her reign, the BVCC has become known as the go to place and resource for business owners and entrepreneurs to find assistance and funding to grow and develop their business. She has been honored with several awards, including the central Massachusetts outstanding woman in business power 50 manufacturing champion and Central Massachusetts economic development leader. Through her guidance, the Chamber secured over $1 million in funding to build the Blackstone Valley hub for workforce development. A Workforce Training Center located in the Chamber’s Linwood mill building, offering classes focused on advanced manufacturing. These certificate courses are offered to students of all ages throughout Central Massachusetts to help close the work skills gap and provide skilled workers to the region’s employers. Jeannie, I’m excited to have you with us today on Chamber Chat Podcast, I’d love for you to take a moment to say hello to all the Chamber Champions that are out there listening and share something interesting about yourself so we can all get to know you a little better.

Jeannie Hebert 3:43
Here, Brandon, thank you. I’m excited to be here today. Hello to everyone, all of our chamber colleagues there. And I am also an animal rights activist and help with rescuing animals in need. I do have you know dogs of my own. But I did rescue for African elephants. And they lived with me for two years. And we were able to secure some good homes for them. One of them Willie my favorite. He was the largest working African elephant in North America. And we found him a great home at Disney’s Animal Kingdom. So I used to go visit Willie there. So they were wonderful animals. It was a once in a lifetime experience. And I’m happy that we were able to find good homes for them because they had a terrible beginning.

Brandon Burton 4:41
So I have to say this is a first year the first guest on the podcast who’s rescued an elephant let alone for so. That is amazing. And I’m sure the stories about these elephants could go on for days. Lots of a unique experience. As a fan, I’m sure

Jeannie Hebert 5:01
they’re a unique experience they very intelligent, fun animals. One fun fact is I used to, you know, we used to wash them in the morning. And I would spray them with the hose. Use that big, big brush that you use when you wash your car, then grab the leaf blower to dry them before they would roll in the dirt and get dirty again. And invariably when I put the hose down, another one of the elephants would pick it up in their trunk, and they would spray me I thought that was a funny thing.

Brandon Burton 5:35
They got a sense of humor.

Jeannie Hebert 5:38
sensitive when we interacted very well, they were they were like my kids. So I missed them terribly. But they they needed to be in places where people who were better to take care of that could happen. So they had good lives. Awesome.

Brandon Burton 5:54
Awesome. Well, tell us a little bit about the Blackstone Valley Chamber. Just give us an idea of the size of the chamber scope of work, you guys are involved with staff budget, that sort of thing, just to kind of set the table for our discussion today.

Jeannie Hebert 6:09
Sure. Our chamber we have about 500 members. We were very active, we mean business and we listened well. We we listened to the needs of our members. And we’re very proactive in meeting their needs. That’s how the hub came about. We our service area is 13 towns from Worcester, Massachusetts, which is the second largest city in New England, to the Rhode Island border, just to kind of give you an idea of where we are central mass is kind of cow. It’s the belt to the middle of Massachusetts. And we work with everyone in Massachusetts. We collaborate a lot, you know, Queen of collaboration. But there is a field gap across the state and I think across the nation, really. And we found that a lot of the covenants of vocational schools because of a program we have here called the MKS. That funding is attached to it. So why are the MCAT scores on the more funding the schools are getting? So vocational schools have unfortunately changed their covenant and they are accepting more epidemic with superior students over vocational and superior students and the public schools. You have an influx of students who really want vocational training, they’re looking to go to work, and they’re not able to get it at public school level. So when we found this out and working with many of our manufacturers, the Blackstone Valley is the birthplace of the American Industrial Revolution, who Samuel Slater, who came here and started textile mills. And the mill is actually where we are, it’s a converted former textile mill of the whitened family. We’re in Waynesville named after that family, when we we would run the job fairs like everybody dies, and, you know, help them and it just wasn’t working. They weren’t getting skilled labor. And I was hearing, you know, I didn’t know this work, I have to turn it down. So when I found out that this was happening at the vocational level, I spoke with our legislators started doing some digging. And we were able to secure some funding from the Department of Education, and took on the legislation set the chamber, we take on the task to build a workforce training manager and said, yes, so long behold, we took over part of the middle, we didn’t build that out. And we have a design lab, we’ll hang on filling computers with CAD, and we have computer lab and we have a great fabrication laboratory. And it has 3d printers, augmented welding. We have mills and lane that start out with manual and it also has the coding, but the students learn how to use them manually. And they learn how to code. And we’ve recently just taken over the other end of the mill and put in a full electronics learn. And we’re building our robotics lab right now. So we’re meeting as the needs of our members change and evolve. We are meeting their needs well over now. million dollars in investment now.

Brandon Burton 10:02
And it’s typically for the hub,

Jeannie Hebert 10:04
specifically for the hub, but it helps us to grow our chamber. Because we’re training the workforce for many years, our members, and even those that are outside of our region support our chamber because of that constant with other chambers.

Brandon Burton 10:26
So I’m curious staff size, when you take on a project like this, just for all the chambers listening like this sounds great, but I’m sure she’s got like a huge staff to take this on. Right. So what is your staff size look like? The chamber

Jeannie Hebert 10:38
staff, there’s three of us. Okay, okay. And for a while. for probably a year when we were dealing with the billing, and so forth, there was no other staff. So I was doing two jobs, and it was exhausting. But it was very rewarding. But once the school was able to open, and we were ready to accept students, I hired an executive director, or the third Executive Director right now. She’s amazing. Um, I now have an operations director. He’s amazing. He’s, I’ve been tapping into retirement pool. He’s a retired engineer that worked in was head of Northeast for Thermo Fisher. So he’s got a wealth of information. And honestly, he can take anything from it to put a lock on a door for losing meeting diverged. In Bob ovens, our Executive Director, Ashley Bregman. She is a graduate of WPM, Worcester Polytechnic Institute. And she was also teaching robotics. She’s has an engineering degree, obviously, academic or teaching. So she’s perfect as an executive director. And we have several teachers, Instructor of some are retired vocational teachers. And some teach at night when we for the night courses, and they teach at the local vocational school. And one is an engineering teacher at one of our high schools. And we’re growing to the point where we’re building campuses in our high schools in the area, we’re up to 22 districts. So obviously, we’re working with high schools, but it’s not that we’re servicing. And we also teach incumbent workers. So some of the manufacturers who hire people with no skills, we listen to them, and we build a custom curriculum for them. And they will send their workers to us. And we do like a six or 12 week course for them. So when they go back, and they still work that you know, it’s worth studying. But when they finish their course and get their certifications, they’re more than an entry level here or mid level. Yeah, it really makes a big difference for them. So in the fall right now, because this year, Nast mass fire, who handles all the career, work with people who were looking for Jones, across the state awarded us the Youth Works grant, which means we’re now working with 16 to 23 year olds who are in a disadvantaged financial state, to their families. And we find them jobs and almost apprentice programs. We do have an apprentice program too. So we hired people to handle that under the umbrella. And we just received the connecting activities grant, which is K through 12. So now we’re working with elementary school students too. So we have at the hub 15 employees now running the hub, thank goodness, I would need to never ever sleep again. And we threes that work at the Chamber, but we interact all the time. So it’s, you know, it’s one big family, and we were growing so fast. At one point, someone would come in and like go Who is that? What is this name? What was this?

Brandon Burton 14:36
Do? Yeah, that’s great. Well, that definitely that helps to set the table for more of our discussion. I’ve got a lot of follow up questions for you about the hub and we’ll dive deeper into this in the whole topic of developing a workforce training center as soon as we get back from this quick break.

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Donna Novitsky 16:40
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Brandon Burton 17:34
All right, we’re back. So let’s dive in deeper. I want to know more. So tell us your when did the idea get presented to you for developing the hub? How did things unfold to see the vision come to pass? Well,

Jeannie Hebert 17:52
we’ve been open and seeing students for five years now. But it took a good two years to get it going. Because we weren’t quite sure what we were going to do. We knew there was a huge problem, especially in our area. For our you know, manufacturers just couldn’t find any employees and we’re in, as I said, job fairs were not working at all. It just wasn’t working. And I went to a skills America conference at the vocational school. And the superintendent, there was bragging that 90% of his students were going to college. And then I went what’s going on here? And I spoke with one of the students who was given who had a display on being electrician and I said, Oh, why are you going to be electrician? Because that week I want a grid. I like to have an electrician in my office crying because he’s done pretty good in Okay, location of school that he wanted to pass. And, you know, they were telling us they had a waitlist of six months students. And I talked to that student and I said, Oh, you’re gonna be an electrician. Oh, I’m going to Cornell. I’m going into sports medicine. Oh my god. You took up four years that that gentleman son could have had to become an electrician. So you know, a light bulb went off and said we need we need an we need somewhere where these students that the public school system parents that can go for training because the superintendents were telling me they didn’t know what to do with these students that will be coming discipline problems. They didn’t have the vocational training that the students wanted. The dropout rate was going up. So we aligned ourselves in office and I went to the legislators told them the problem. We have great legislators very approachable in our area. And we put together a plan And they connected me with our patients Department of Education. We applied for a work skills grant. And our first one skills Grant was half a million dollars. And we, you know, put together a plan to do the build out. It takes it does take a village, it really does. I mean, I can say, Oh, I built a school. I didn’t do it alone, and had a lot of help. And it was a process and even the middle owner. You know, our landlord was very understanding, very cooperative. And we all work together, and everyone was looking forward to it. They came together, I had some naysayers. I have one very prominent business person, say to me, you’re a dreamer. It’s never gonna happen. This is not going to work. So when, when I got last year, I got the manufacturing Champion award. I said, you know, I told that story. And I actually have a little locket that, like, my significant other gave me that people say I’m a dreamer. But I’m not the only one. And I said that to, to the audience, it was all out there. Most of the manufacturers told them a dream or been looking at, you know, I can see. Yeah, you know, span, so that really fit in perfectly. But, you know, that’s how it started. And we’re growing like crazy. And it’s wonderful to see these students, they come to us dejected, because they couldn’t get into the school they wanted to get into. And when they learn the skill, then amazing picture. They just have that vocation. And the brain is wired, for whatever it might be the body aches or electronics or CNC machining or, you know, developing coding, CAD, and we even have a shop where they we have businesses come to us that want merchandise, personalized, we’ve believed a quarter and upstream we have I hate to say it, but our biggest customers in the cannabis industry distilleries and breweries, they went through classes to action, the cannabis industry, they want human doors with their logo on it. So the kids do that. And then they buy from us and the money goes back into school and help to, you know, pay for another student. So it’s terrific.

Brandon Burton 22:31
Face the mill, you had mentioned it is a previous manufacturing mill, before you guys moved in with the hub, was it actively being used before then had it sat vacant for a while, like what was the the revitalization of the the space? How did that look?

Jeannie Hebert 22:51
That was very interesting, because that bill was that mill was slated to be demolished. So ironically, we were located in the same town but a few streets over in another building. And we worked with the our landlord, now the mill owner to connect him with an amazing grant writer. And they were able to get a grant and start renovating. It was a cartel. Everybody else fell away except for these two people bill and Patti gianopolous, who believed in the project. And they partnered with another organization for over 55 subsidized housing. So above us three floors above us is over 55 subsidized housing. And I have an interesting story. They are how we interact with them. But it’s it came together over a period of I think two and a half years that they were able to renovate the mill. It’s beautiful. It has great architectural elements for big, huge wooden beams that have all been sanded so that they’re natural. Now, you know, they they were painted that hospital clean beautiful granite and brick in the windows of huge and it’s just really, really lovely. So they’re above us were below and we said why don’t we move in the mill and we moved into the new in 2016. And then 2018 We started the school. So a lot of history and had the elements or pictures of what it was. And there’s several mills in the town that were in northbridge and throughout the valley, and a lot of them were owned by the whitened family. And so our area of North there just called whiteness fell. So it’s really beautiful. It has a tower or any house out which is It’s a cute little shop now. So it’s, it’s, it’s bustling. We have. We’re there. We at the school, we have a physical therapy, we have a gym, we have a barbershop that’s run by naturalized citizens, former immigrants, and we’ve just helped them with their expanding. We have Girls on the Run. We have we were named the National Park by President Obama. So we have our rangers are there that national heritage corridor and the National Park is located there. So the national park rangers have a brewery in one of the other buildings because there’s a number of buildings usually. So it’s a pretty busy place. Oh, and beautiful woman owned business. That is a crepe or a company is another modern day Helsinki. And it’s a great little restaurant that’s been restored and invest. You know, it looks industrial. But it’s so it’s a unique place. And it’s a wonderful gathering place for the community interaction. Yeah,

Brandon Burton 26:16
that sounds awesome. So as you’re talking about how it came to be, it sounds like in the collaboration, I see where you get the title mokwena collaboration, but to be able to have, you know, somebody who’s familiar with grant writing, to be able to help see a vision and help bring things together to to see these things come, you know, kind of unfold and come together. Two of the things I wanted to ask you about, you’ve mentioned them, but I wanted to dig in just a little bit more. So there’s these certificate programs that the students come through, I imagine that there are varying lengths depending on what their focus of work is. So if you could touch on that, and then also touch on how you work with the schools, you had mentioned the K through 12. Now with these districts, what does that look like with those relationships and, and interacting with them?

Jeannie Hebert 27:06
Sure, well, the certificate programs are varied, some are custom that we utilize for incumbent workers. And some are standardized. Like we have, as I said, the Miller augmented augmented welding, that’s six to 12 week course, depending upon the type of welding, but it’s industry accepted, we would not have purchased them if our manufacturers didn’t try them out and say, oh, yeah, this is just like real world. And they do after they get their certificate, we bring them to one of our couple of our partners yr fab and package steel systems, who make metal buildings, all for all over the world. And invariably, they will say to the students are so come see me, you know that so they have great skills. So that’s one certificate we have. We have an OSHA, obviously, we do OSHA 10, everybody gets an OSHA 10. Everyone, we have a reentry program as well with the sheriff’s department. So we start teaching OSHA in the jail before they’re released. And when they’re released, they come to the school, and they get hands on training, that everybody gets OSHA training, we have what’s called Mecalac, which is a Massachusetts certificate, and it’s through mas MEP, which is manufacturing extension partnership. So this brings you through all of the steps of what manufacturing needs, like would have shot now. It would teach measurements, believe it or not, we’re finding graduates of high school have no idea how to use tape or read a tape measure or ruler. And they cannot even tell turn on the clock unless it’s digital. If you say to them, it’s quarter. They’ll go and they don’t know what that is. We had one guidance counselor say they had a disqualifying when they were monitoring the number six certificate examinations, because he pulled out his phone and I said, take out your phone. He said I wanted to see what time it was. They said there’s a clock on the wall. He said I can’t read it. No one ever taught me how to read. Like when we went to school first grade, they had the clock remember you

Brandon Burton 29:37
missing the mark somewhere, right? Yeah, I remember. I remember doing worksheets like that. Yeah. Don’t

Jeannie Hebert 29:42
do that. More than he is on job no more curse if they can’t. I was talking to a business that we were helping out. yesterday. She it’s called hair jewelry. She’s an archaeologist and she had an intern from one of the quality If he didn’t know how they couldn’t read the report from the patient because they didn’t know how to read cursive, so we’re really missing the mark in our schools. So these are the things that we try to address. But back to the certifications, we have those certifications with custom certifications. And then at some of the campuses that thought like Brookdale campus, which is one of our close up spirit campus, which is another one of our towns, their certifications. outsprinting is focusing on carpentry. Newbury is also property Hopedale, a cyber security. So we get certifications for those types of industries where the students are learning we even started, we help them get and I always say this wrong. And in a Tom baton, table, virtual. It’s almost like mines, US operations,

Brandon Burton 30:59
operators. That’s how I was gonna guess when you said that? Yeah, it’s a real body,

Jeannie Hebert 31:03
but they have a human meaning male, human woman, dog, cat, rather, Frog, which I love, because now they might have dissected me animals. But it’s very realistic. Students were showing me their skills. And I said, I was getting woozy and you’re doing a great job, right? I gotta go to the next. It’s like, Oh, yeah. That table alone costs $100,000. So we were able to help the school right grant, so that they have that. So Arginine is we helped a lot of the schools get DNS. So maybe you go to help deal, but you want to take manufactory. So you have to close the hub, or maybe your middle bring you to market sure you want to do you know, introduction to some kind of medical research. And that’s it helped. So we do is we’ll move the kids around. So they will take these courses together. The one principal said to me, it was hilarious. He goes, Yeah, these kids are all working together in class. And then on the weekend, they beat the heck out of each other on the football field. Because that’s great. So we put classes together, not necessarily by school, but on a subject. So the students get to even try it out, we’ll do a trial. You know, they’ll come and say, Oh, I think I want to do this. And they might try it and so on. That’s not Well, maybe you want to try that? Oh, yeah, that’s a better fit for me. So we do that, too. So that’s so it’s some of the certifications that we offer, I’m sure there’s a lot more that escapes me right now. But the K through 12 that we had the smaller kids, I think a good example would be rewarded grant kind of nothing for the energies that it was for younger kids to learn about engineering. So we had camp over the summer. And kids would come in the morning, and they’ll have a little bite to eat. And then they would learn about engineering and mechatronics and robotics and make make something. Mr. Evans, our engineer ran this program. So they’d make something and they put it all together, they do it on the computer, and they’d make it. And he would say to them, did you have fun? You know, you did you know what that was? Well, they have engineering. And the robotics is we have these really cute little robot, these, this is very key in first, and second graders, paying them. And they were like, they know, control robots, but they had to program them to make them work. And they were able to do that. And we have these little robots that look a little Michael Jackson, they had a damn thing. They were dancing with each other. And they were doing tasks and picking things out, handing them to each other. But it’s a natural for these kids. They blow me away. And it’s amazing. And then some of the middle school kids, we had codons, which are cooperatives are going to occur in an industry. They do the stuff where people say, Oh, robots are gonna take my job. Well, did you really want to keep ticking boxes and putting them here? You know, you don’t want to do that. You want to be the one telling the robots to do that. Use your brain. So what these students were doing, I went in after they kind of let a they taught them how to work, how to program them. They could like Legos out so they could build make the robots build. And then I they had free time. So I went in and they began to have the robots and they can like be stitched in Your hands. And I go, What are you doing the courts very proud of their sword fighting.

So I mean, this is a concept thing, maybe learn through having fun, but it’s part of what they would do in a job situation, they would have to program the robots to do a task. And some of them have 345 robots interacting with each other and completing a task. And that’s pretty complicated. For like, an eighth grader, too. So I just like I said, they blow me away. One of the older kids, it was a birthday, what’s what was like three of them, they came in, and they gave me these beautiful stainless steel shakers that had an unusual shape, then you throw them on the machine. And they gave her to me, it’s a birthday gift. And they said, Missmiss look, we even put pain on the top. So you can tell which is which. program that and have the drill press drill, drill it, and then had Christmas was just from a piece of aluminum or stainless steel that they had. And they design them themselves and made those, then it was just amazing that they did pocket some of the kids from shoestring High School, which is my hometown, they were making Christmas ornaments out of brought up some of the metal and like drill guns, and they were beautiful. And then they made dreidels to the trails are gorgeous, they were intricate, they were terrific. So it was, you know, it’s a fun, fun thing to learn. But while they’re learning there, we say to them, you’re an engineer, you just love

Brandon Burton 36:55
that. I love it, they have these opportunities, and they get that confidence and explore these these future career opportunities. This is such a invaluable resource for your community. So applaud and Pat, pat on the back to you guys and your team for for executing this and integrating it into the schools as well.

Jeannie Hebert 37:14
Thank you. We have a great team. We really do. I’m really fortunate really blessed. Yeah, yeah.

Brandon Burton 37:19
So as we start to wrap up, I wanted to ask if, if you might have any tips or action items for chamber folks that are listening, who want to take their chamber up to the next level? What might you offer for them? Well,

Jeannie Hebert 37:34
I think you know, you need to listen to your members, which you know, most of my chamber colleagues do. Every region is different. What works for me might not work for you. But if you listen to what your members need, or what your municipalities are your region, we work very closely with all of our municipalities and our legislators in and listen and get advice on how to meet those needs. And then you know, collaborate with the great resources that you have in your region, we have wonderful educational institution, terrific educators, innovative people on and, you know, we’ve worked together and they’re not afraid to roll up their sleeves and work. So I think, you know, sometimes you look at a project and you think that’s really daunting. But when you you know, I hate this analogy, but how do you eat an elephant one bite at a time.

Brandon Burton 38:37
Especially after your introduction today, no, no elephants on the table.

Jeannie Hebert 38:43
And your chamber will grow. We are gaining members inside and outside our region. Because of the services that we provide, and I’m not stealing numbers from anyone, what we do is, if I see that I’m getting a number of members, someone, you know, reaching out to me, I reach out to that chamber and say, You know what, I’ve got like five industry people that have come to me, why don’t we do a collaboration and we have an affiliation with like seven other chambers, and will offer a discount, but you have to be a member of the region’s chamber first. And then I’ll give you this note to join us. And we’ll provide everything but we do provide a lot of services without membership to and I know that I get criticized from some chambers for that, but it comes back, you know, comes around and it’s a pleasure for me to work with a number of people to help them and you know, it’s great to work together but no, just listen to your members or You read and see what the needs are and think about and seek out people with resources that I can drop in on how to develop focus to meet those who

Brandon Burton 40:11
have that so important. As we look to the future of chambers of commerce, how do you see the future of chambers and their purpose going forward?

Jeannie Hebert 40:22
I think we’re going to have to really prove that we are a worthy organization. And you know, we’re going to, to be a good resource for your members. It’s not, as we all know, already, I’m preaching to the choir here. It’s not like the inundating myself, the fog of news best attitude where Jimmy Anderson would say, I’m going to the chamber dinner, you know, like everyone already knew how to join the Chamber of Commerce. There’s too many people into the new organizations billing for the that dues that dues revenue, and I don’t think that dues revenue is going to be our is already isn’t our main revenue stream, we have to find other revenue streams. And it’s going to be to run instances

Brandon Burton 41:21
of it. Good advice. Jeanne, I want to do give you an opportunity to share any contact information for listeners who might want to reach out and connect with you and maybe learn a little bit more about the hub and how you guys went about this, this great big project, what would be the best way for someone to reach out and connect?

Jeannie Hebert 41:44
Well, through email, which is jhebert@blackstonevalley.org. So that’s email. And if you want to learn about, you can go to our website, which is BlackstoneValley.org. And you can also check out The Hub at be thehub.org. And if you go to our website, there’s a tab and it’ll bring you right over to the hub. And I’m happy to share any information to help with anything, any resources and, you know, whatever we can do to help you with programs. And if you want to take on a project like this to go get them and we’ll help you every any way I can.

Brandon Burton 42:42
I love it. Thank you so much. So this has been great having you on the podcast today. I love getting these insights from chambers that have taken on a unique projects and have a neat approach to it. revitalizing a building that was set to be torn down and really changed the outlook of the community. I love it. But thank you for being with us today and sharing these experiences and insight and, and I’m hoping it gave you know a few people out there that drive to take on some of those big hairy audacious goals. Thank you for being with us today.

Jeannie Hebert 43:15
Thank you very much. Thanks Brandon for the opportunity we really appreciate you’ve ever thought my way I’d love to give me a tour.

Brandon Burton 43:22
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Positively Disrupt Your Chamber Community with Tony Rubleski

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Below is an auto-generated transcription. Because this is auto-generated there are likely some grammatical errors but it is still a useful tool to search text within this podcast episode.

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Brandon Burton 0:00
This is the Chamber Chat Podcast, the show dedicated to chamber professionals to spark ideas and to get actionable tips and strategies to better serve your members and community.

Hello, Chamber Champions. Welcome to Chamber Chat Podcast. I’m your hosts Brandon Burton. And it’s my goal here on the podcast to introduce you to people and ideas to better help you serve your Chamber members and your community. You’re joining us for a special episode as part of our 2023 ACCE Chamber the Year Finalist Series.

Our title sponsor is Community Matters, Inc. With nearly 20 years in the chamber industry and over 100 media awards presented to their chamber partners, community matters provides the R&R that every chamber needs, revenue and recognition.

When it comes to publishing a Chamber Map directory or Community Guide, Community Matters has a trusted experience to help your chamber accomplish your goals. With different advertising sales models and publication styles, Community Matters will help you create a non-dues revenue machine!

Let’s hear from Becky Womble, President of the Bastrop Chamber to hear about her experience with Community Matters.

Becki Womble 1:03
I’ve been using Community Matters for probably six or seven years now. And in a previous life, I sold commercial printing so I can highly recommend Community Matters because it’s a complete turnkey job for any busy chamber exec and it’s a wonderful, beautiful printed product whenever you’re finished. And I just I’m very sold on Community Matters. And with a printing background I just big endorsement from me.

Brandon Burton 1:44
To learn how Community Matters can support your chamber with your next publication. Please visit communitymattersinc.com/podcast To request your free media kit and request a proposal to find out what kind of non-dues revenue you can generate.

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Our guest for this episode is Tony Rubleski. Tony is currently the President of Mind Capture Group. His message is designed to help people capture more minds and profits. He’s an in demand speaker who’s given hundreds of presentations executive coach, best selling author and creator of the mind capture bootcamp. Now in its 13th year, he has over 25 years of experience in the personal development industry. His mind capture book series has spawned multiple best sellers in a variety of businesses and coaching categories with Amazon. The acclaimed series has received many endorsements from a wide range of leaders in marketing sales, psychology to academia and multiple New York Times bestselling authors. Book number eight in the series titled positive disruption Volume Two more quotes and questions to up shift your life, released globally in 2022. And book number nine will release in the fall of 2024. His work has been featured in various media outlets ranging from Toastmasters International magazine, the Detroit Free Press, the Fox TV network, ABC, NBC and CNN radio, NPR on an Entrepreneur Magazine, radio, and now on Chamber Chat Podcast. In addition, he’s also served as faculty member with the US Chamber of Commerce and CEO space International. But, Tony, I’m excited to have you with us today here on Chamber Chat Podcast, I’d love to give you a moment to say hello to all the Chamber Champions that are out there listening and share something interesting about yourself so we can all get to know you a little better. Well, Brandon,

Tony Rubleski 3:35
Well, Brandon, thank you for bringing me on here and happy new year to all the chamber executives in the first thing I want to mention to all of them that are listening either now when they catch it live or time shift. Is that thank you for what you do. You know, we talked before we hit record here I’ve worked with hundreds of chambers the last 20 years and being the CEO, or even on staff at a chamber sometimes the loneliest job in the world, Brandon, you do a lot, you have a ton of spinning plates. Everywhere you go, people are watching you, and you have a vital leadership role in the community. So thank you for doing that. Because right now I’ll start out with a really hard hitting punch and a little bit of fun fact is leadership is in short supply right now, I believe the last three and a half years the post COVID World 2020 on it feels like we’ve been in an episode of The Twilight Zone. And people just look like they’re walking around kind of in a daze like an earthquake happen. And we’re still trying to recover I believe because we’re not going back to 2019 Brandon, and I think a lot of our chambers know it but again, I want to genuinely thank you because I think more than ever, here’s my opening salvo are shot across the bow chambers. If they position right we will grow at an even better rate. It won’t be easy. The chamber executives know this. But here’s why say that bold proclamation. Local businesses during the pandemic got hammered. Small Business still took it. You know many of them are still closing or trying to get back to where they’re at Brandon You can help them Ding ding ding. I got the cowbell here. Okay, I’m gonna ring and we’re gonna have fun is chambers of commerce. And I have a resource at the end of the podcast, I’m going to tease everybody. It’s an article seven reasons why every chamber, every business should join the Chamber of Commerce. So I’m going to tease the listeners here. I’m going to make that resource available at the end. But it really ties into the fact that you are the center of glue for many are small to midsize companies. I know you have your big board members, your power companies, your nonprofits, your hospital systems, you need them for sure. However, if we’re to revive small midsize business going forward now in 2024, I believe that chambers are well positioned massive credibility and a track record to attract those new businesses or those businesses. You know, we’re kind of struggling still. Okay, this is exactly why you need the Chamber of Commerce. So I’m sticking to it, Brandon, I’ve seen it. I was very active in Chambers of Commerce for many years before I started my own company. And to me, they are the essential glue, that sometimes even chamber executives forget they’re too close to it. They deal with all the you know, the firefights, and the committees and the board member that drives them nuts is again, huge thank you keep bleeding because it does matter. Yes,

Brandon Burton 6:15
I love that great. Shout out to all the chambers listening. So thank you for that for sure. Tell us a little bit more maybe about the mind capture group. I know I shared some in your bio, but tell us a little bit about the work that you do and kind of where your focus is. Well, I

Tony Rubleski 6:31
think the big thing is I came up with a new tagline with our team Kelsey Sanders and she’s my MacGyver on the mind capture team is really what I looked at as I helped companies and their employees get inspired to share ideas instead of staying disengaged and quitting. I’m gonna repeat this is like our, our leading charge next year, going into 24. As we go into chambers of commerce, for example, I do a session for their local membership in the whole goal. If they had the nonprofit community there. Some leaders and lots of small midsize companies that send their teams is I’m there to inspire them to possibly disrupt their mindset, which isn’t easy, Brandon, because the world is so doggone negative. We’re trained and conditioned to be drawn to negative news and headlines, I just came off and NBC affiliate this morning on live television, thanking them for bringing me on TV. Because most of the time, it’s about all the bad things in the world, or the good things far out nobody the negativity. So this is where the chambers to me shine. They bring in high quality events, they bring in training and workshops, sometimes they bring me in. But the whole goal, when I’m doing training with the Chamber coming in is to say look, I want the Chamber members that bring their teams to get inspired. Many times the chamber staff will sit in the back and I’m like, Oh my gosh, we need this to get re inspired to so that we can feel like we can share ideas that were actually being heard. So if your audience you know, if you’re listening right now, unless you’re driving, be careful, we’re at the gym on the treadmill is please write this down. People want to be heard random. Your Chamber members want to be heard like ham, small business on Main Street or ham, the, you know, the side hustle a working mom that has a full time job and has a little side hustle business on Amazon or Etsy. And they join maybe reluctantly, because money is tight. They want to know that their voice, their concerns are being heard. So the chamber can say, hey, we’re listening. And we have some new programs or we’re working on some programs that we’re going to roll out to members like you to serve you as well, not just the big players, not the old established companies or community. But the emerging companies that are new and in the startup phase or the side hustle as they grow, they’ll never forget that the chamber was there for him. So that’s a lot of what I do. I do a lot of training. As you might imagine. In for me, sometimes what I’ve seen last two years is chambers like, look, we used to come in and talk to our board about leadership. So a lot of times, they’ll say, Hey, we’ve got your book to do a program for our membership. We want you to come in the night before and talk to our board about leadership. So it’s been fun to see that reemerges last year to come out of COVID because the boy leadership, you couldn’t give it away in 20 and 21. Because everyone’s just trying to like figure out what’s just happened here globally, we’re all kind of been put into a timeout, the economy’s kind of in a long position. And I’m in Michigan, and our state got shut down for almost a year and a half Brandon. I’m not here to play politics, but it dramatically impacted a lot of the small midsize businesses to get back on their feet. And to me, that was where the Chamber’s really could shine by saying hey, this is why you need us more than ever had the group collective to have more of a voice versus just being alone on Main Street. Come join us to promote Chamber of what commerce commerce is business activity. So I hope that helps.

Brandon Burton 9:44
Yes, absolutely. And I like how you talked about kind of that mission that you go forth with positively disrupting mindset and that’s kind of our topic for today is how to positively disrupt your chamber community or and all of that starts with your mindset as a leader at your organization and we’ll dive in much deeper on this as soon as we get back from this quick break.

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Donna Novitsky  11:57  

Hey everybody, Donna from Yiftee here today, just like Brandon, we’re bringing you a guest speaker. First up is Gina from Durham, North Carolina. We’ve sold more than 3300 community cards in Durham, that are being spent at 51 different merchants. There’s something for everyone.

Gina Rozier  12:15  

I’m Gina Rozier, Director of Marketing, Communication and Peacekeeping for Downtown Durham Incorporated. And I’m a very happy Yiftee customer.  We’re the Bull City, and we created our spendable community card with Yiftee years ago. Our participating businesses love it and we had our best ever sales figures last year. Yiftee is great to work with. They help with marketing the program and it is truly turnkey for us in our businesses. Choosing Yiftee has been a great decision for downtown Durham.

Donna Novitsky  12:44  

Thanks, Gina. Wondering how you can have your own community card for free. Check out yiftee.com for next steps. Now back to the show. 

Brandon Burton 12:56
All right, Tony, we’re back. So right before the break, we talked about the title of this episode, being positively disrupting your chamber community, but also your mindset. What does that mean for you as a leader? And I know there’s a difference between leadership and management. But maybe touch on some of that throughout our conversation today. But how do you inspire individuals to positively disrupt their mindset and in turn their their organizations?

Tony Rubleski 13:27
Well, I think for today, knowing the chamber, many executives or their staffs that may listen to this podcast is that I want to really hone in on what I call the three G’s make it really simple, the three G’s to start 2024. The first one is gratitude. The second is goals. And the third is get healthy, and I’ll go real quick through each one of those, Brandon. But what I mean by this is I want every chamber professional listening right now, to know that I designed a lot of the thought process when I reached out to you to come on, of how do we tune in recharge you the chamber professional, you get drained. I know this because I’ve had conversations many of you privately, or I do staff retreats sometimes where they’re like, Man, I just feel like why do I do this some days. So if you’re listening right now, I want to really give this tour you the chamber pro in really gratitude as the first gene is to sometimes sit back and go, Wow, we are making a difference. Boy, we had 20 events this year. And most of them were successful. That’s something to be grateful for, but strip it down what I do every day that I think might be a value. Actually handwrite in a journal with a pen and paper what I’m grateful for every single day. I know it’s old school. It’s not high tech, but it works and here’s the reason why I think it works. It reminds us as a daily habit that we have so many good things going on, that we can overpower that one or two nine problems that all humans have. It’s that one headache or that one issue that many times clogs our mental space like a virus of the mind. So Starting to deal with gratitude. It could be as something as simple as in the shower, you say, Hey, I’m grateful for another day. But I’m a big believer that when you write things down or you look at your gratitude list or your goals each day, it helps inspire you. When someone’s not there to give you a motivational talk, Brandon, and you’ve got to get yourself inspired. So gratitude to me, it also helps you get out of a funk really like me and I just feel like you know, this events driving us nuts here, the chamber, you go, Wait a minute, we’ve done successful events before, we will lead this event forward. It’s not going to be easy, but it gives you that extra momentum to keep pushing towards the touchdown or the goal line when you feel like quitting. Okay, the second genius goals we all know this Brandon, a lot of times chamber executives say a lot of your stuff is basic, but we forgot this. Really when I am in the remind he business of things we have forgotten that make us successful in our careers. Okay, goals to me. Simple thing again, just write them down, review them off and check off the goals you make. And Sarah there’s there’s momentum going on here. Like a domino, that tip she took one domino, the rest of the dominoes fall, but stop and go live, I put 10 major goals for the year, I already hit two or three of them. With that reminders, you’ve done this before, and you can do it again. And again, when you write your goals down, it becomes more of a reality versus a dream or an idea or a wish, or a written goal inspires you to go hey, what there’s some more clarity here. Okay? The third area, the third G is to get healthy. I mean body, mind and spirit. If you’re listening, the mindset to me is very, very important. That’s my realm of expertise. Okay, motivation, inspiration, positive disruption into me, the world is so doggone negative, that if you allow someone in a meeting or any event to rattle you, and you carry that over throughout the day, that negative energy does rub off on your staff, it rubs off on potential members, it rubs off on people walking into your office. So the best thing you can do is to remind yourself, hey, I have to like reset, almost like you do with your computer, like Ctrl Alt Delete to reboot. Let’s say look, I have to defend my mindset each day. That’s why I talk about gratitude, having your goals, reminding yourself with pictures of things you’ve done successfully at the chamber. On those tough days to go, Hey, we’ve been in tougher situations, we’ll get through this. Continue about getting healthy physical, this the physicality of our health, Brandon, I work out five or six times a week not to boast. I made a goal 12 years ago when I turned 40 that part of me being self employed is Tony, you have to stay in shape. If someone’s flying you across to timezones and you’re in front of 500 people, you have to look good, feel good and exude that you’re healthy. So, to me, we’re at the New Year here. Maybe it’s something as simple as taking a walk a mile a day, maybe it’s joining a gym today and walking on the treadmill. I’m drinking water as we record this with my coffee, okay, more water, watching what you eat, you know, the Chamber lunch and the Chamber breakfast, maybe cut back and you say instead of two plates, I’m only gonna have one plate. It’s simple little things that stack up and you get those little wins. That if you start to compound those little micro goals towards your health, all of a sudden, February, March, you’ve lost 10 pounds. Well, you were more intentional. You set some little small goals. You chipped away at it, and you started to stack little successes on it. So to me the mindset part of the goals is very important as far as getting healthy, the physicality and also the spiritual side. I’m not here to preach or talk religion. That’s not my lane. But I can tell you having a good spiritual grounding I’ve learned in many executives in the chamber space are more open to this gives you more of a deeper intentionality. So regardless of what faith walk you have, or belief in a higher power, I believe that gives you more focus to say, hey, you know what, there’s a bigger picture going on here. What is the legacy that you as a chamber executive want to hand off? A lot of times, that’s more of a spiritual quest of like, say, hey, next 10 or 15 years in the chamber space, I want to leave the community better. While typically with some spiritual grounding the body mind spirit part of the health component, Brandon, that gives you a deeper why a deeper reason to when you want to quit the chamber. Trust me, I bet half the listeners are going oh my god, he knows that he’s been in my office. No, it’s a demanding job. But here again, as the reminder, like I said, the onset right now, leadership is in short supply. This is the time again, for chambers and more importantly, each of you listening to shine as a chamber Pro, to step up and lead the community when they really really need you. So write this down. Most communities really, really need you more than ever, because we are still in a very funky timeline, where there’s a lot of confusion. What do we have coming up later this year, a presidential election. It’s gonna get nasty. I believe it’s gonna get very negative. I don’t like to say those words. But I’m also very pragmatic brand and I’m an adult, that it’s where chambers can be like, Hey, we know we got some politics going on. There’s a lot of name calling but we’re here to the matter of who wins the president election. We’re going to be here the next 10 years the next 20 Next 100 Switch he was the chamber leader steam Positive, when everyone’s going to be really bombarded with negativity during the campaign that I’m sorry, a lot of politicians thrive on dividing, we have a lot more in common. This is another hint for your marketing for chambers, we have more in common than we have that’s dividing us. I know that’s controversial. It doesn’t sell radio spots or television ads. But I’m here to tell you that if you can be a uniter, a great listener, a great leader, show the community what you’re doing to positively disrupt and keep moving the community forward. You’re going to shine, you’re going to get referrals and you’re going to retain a lot more members because they’re gonna go wow, you’re like a beacon of light. And all this negativity right now, especially with all the politicians really cranking up the negativity from about probably June, July on till November. So I want a little bit bigger, broad picture there, but those three G’s to me pick and choose if you’re listening to Hey, no, I’m doing a couple of those are hanging on I need to get my health better this year, and maybe this will be the inspiration to do it.

Brandon Burton 20:58
Ya know, just to maybe expand on that a little bit. The gratitude aspect, I think it really puts in focus your why why do we do what we do, and having the gratitude and, and seeing you know, all the good things you have in your life kind of keep that motivation going. The goals, just a little tip strategy that I that I was introduced to me a few years back is to picture yourself, you know, sitting at a an airport, right? And a good friend you haven’t seen for years comes up to you. It says five years in the future, they come up to you and say, Brandon, how’s it going? You know, how’s life and you say it’s great, but you really mean it? Like, what about life is so great? And like form your goals from there? What does that future life look like? What are those things that you accomplished five years from now or a year from now? Or whatever that timeline is? And kind of make that be your vision kind of makes it a reality? And then getting help? Go ahead?

Tony Rubleski 21:56
Oh, thank you for sharing continue. I love this. It’s future pacing. And it’s a lot of people don’t talk about this, but I love to hear your perspective. Because it’s awesome.

Brandon Burton 22:04
Yeah, well, and I was in touch on getting healthy. I think there’s there’s a few things that human beings are meant to do, right, like walking, eventually walking and drinking some of these basic things, right. And for some of us, walking gets harder, you know, as we age or, you know, get out of health. So simple things like like walking with some strength training, I’ve heard some indicators for you know, longevity, is being able to have good grip strength, you know, can you hang from a bar and just, you know, kind of have that be a measurement of how long can you hang from a bar as kind of a marker for for longevity. So it’s just interesting things, the ability to jump, you know, up onto a little box or jump rope or something. Another key for longevity. So, just little little to add

Tony Rubleski 22:51
to that. That’s awesome is to add to that. Yeah, our physicality does change as we age. I’m 51. And I started guitar lessons three months ago, I’ve always wanted to take guitar, I’m self taught. And without the second lesson, I almost quit. You think me like no, you don’t quit. You’re a goal setting guy. You’re in all that personal development stuff. But Vincent, my guitar instructor was so patient like look, I know that chords driving me crazy because my fingers wouldn’t move the way my other chords did on the guitar. I just said this is frustrated. Like a little kid. He goes now you’re not the first guitar player. And the thing is, it’s a fun challenge to start guitar lessons at 51 I feel like a seven year old with him sometimes he does a great job of keeping it simple, but he also pushes me because I know how to I have good speed on the guitar and I know someone how to play so I can tell you one other way to get healthy mentally is to try a new challenge go after an old goal. Maybe you take up dancing lessons maybe you try swimming at the local YMCA or you know a health club that of course is a chamber member and just keep pushing yourself and I don’t know random people get bored there’s so much good stuff from YouTube to podcasts. So much free knowledge out there there’s tons of I’m sure many of your listeners know there’s many of your Chamber members have really cool businesses they might have a cooking class at the local restaurant, take up cooking that’s one thing my partner Linda and I have done is we’re learning to cook a new meal every month in the wintertime. So instead of just you know getting food out or eating on our own we say let’s make the stuff mushrooms today let’s make some chili next week or two and it’s giving us something that we can both do together that’s fun she’s a better cook than me honestly. And I’m learning and it makes we sit down have that meal much more appreciative and grateful because we made it we spent time connecting so there’s tons of ways you can look at this doesn’t always have to be read like a self help book that that isn’t wrong with that practical thing is that when people ask me how do you know what your why is well go back to when you were a child what really engaged your head your interest, and maybe it was sports so maybe you join a you know, a part time rec league for softball or intramural softball. Maybe you said hey, I used to be really big into football, maybe join a fantasy football league I don’t know, there’s plenty of cool opportunities instead of staying in the same old status stuck, right? In as members are listening or your subscribers are in chamber world. This is a new year. So why not try something new? Yeah,

Brandon Burton 25:15
absolutely. So earlier in our conversation, you mentioned something stood out to me about leadership being in short supply. And and you also alluded to there’s a certain loneliness that comes in leadership to you get doing the work, and you’re often the only one in your community doing the work that you’re doing. Can you expand a little bit more on that about the leadership being in short supply, and there may be chamber leaders, not to damp anybody’s parade, there might be chamber, quote unquote, leaders that aren’t maybe leading, you know, maybe they’re doing more managing of the chamber, but not necessarily leading? So what do you mean there?

Tony Rubleski 25:53
Well, that’s a great question. I think the danger is you get into firefighting mode, so that many chamber executives go, I know exactly what that is. So you have to watch how much firefighting you’re doing versus actually implementing in successfully pulling off your agenda and adding a few new things into it. But let me give you a few resources. Again, I’m in reminding business, I think some chamber execs, no, some are like, I have not heard of that. Many of the state groups have state associations for chamber executives. That to me is a no brainer. If I’m in your realm, you join your state chapter. In addition, you have everything from ACC, which is more of an American Chamber of Commerce executives, the US Chamber Institute, I be remissed, I used to be faculty member there for many years in the Midwest. So you have ILM program, which allows you to network with other chamber and Association Executives so that you realize I’m not alone here. And here’s the big aha, you can exchange best practices all the time. And that is wonderful to have multiple minds helping you solve a problem. If you’re the chamber executive in Omaha summit in Savannah, Georgia might have already done an event or solve a certain board challenge. They go, Oh my gosh, here’s how I dealt with that, that could shaving years of worry off, save you a lot of time and frustration by just networking. So those are a few resources. And here’s the thing about being lonely. I’ve been self employed for almost 20 years, Brandon. And when you’re leading the company, with our team, or I’m out and about doing trainings and workshops, I can’t tell them about maybe my personal life issues, that I’m struggling sometimes, too. Here’s the big myth. People think that, you know, motivational speakers, or inspirational people like me, are always positive. We’re not always positive. You know, I’ve had issues with my kids before I have former partners, you know, I’ve, I’ve had business failures, too, I’ve had lots of success. But you don’t go over Facebook and social media and talk about your failures. That’s typically where you show your wins. So again, it’s very similar. If you’re the chamber CEO or vice president with with a for profit businesses CEO, many times that office, they cannot fully reveal the stress they’re going through. So to me, leverage. There’s nothing wrong with joining associations or groups that are there to support you so that you realize, Wow, I’m not the one that’s going through this. And more importantly, you can exchange ideas that work to help each other to be even more successful. So, again, leadership to me, you don’t just wake up and you’re born a leader, you learn to become a leader by doing the repetitions by doing the projects by getting work experience by failing a lot. John Maxwell calls it failing forward, the great leadership expert, you’re going to fail forward, you’re gonna have some events that fail and some that win, okay, we need to focus more on the winners, and then start to maybe get rid of a few events that are taking up too much of our staff too much bandwidth, we’re not making as much, you know, revenue off of it. That’s a constant adjustment of, if you’re like an airplane pilot, the stick that flies the airplane, you’re constantly making those mid course corrections, as you’re flying the plane is a leader because there’s turbulence, there’s change, there’s new passengers coming on the plane, you have to know how to land the plane, which to get the event done successfully, you know how to take the plane off, which is starting something new. So I don’t know where that aviation reference came from. But it seems to be a good parallel to what chamber life is like

Brandon Burton 29:04
it is and to go along with that the pilot has all this data, right, they’ve got all their dials and controls and altitude and everything that they can see kind of at their fingertips. And at your organization, if you don’t have the key data points to be able to make those decisions to be able to say, our revenues up or membership or attendance or whatever the things are that are important to you to measure at these events or at your organization in general with membership or programs or whatever it may be. Then how do you know what direction to go like you need to collect those key data points and revisit them often to see you know where you’re trending Are you going up or down? Is it positive momentum or negative and make those adjustments just like a pilot with Yeah,

Tony Rubleski 29:50
and the other thing too is for those members are listening is watch who in your chamber space locally that you’re listening to. I call it misery loves company, or Eagles hang out with Eagles misery loves company is the chamber that says, you know, all my other neighbor chamber executives around me and the surrounding committees are all complained about this watch out for that. It can bring you down. I’m not saying you ignore the obvious but you don’t spend as much time at the water cooler on a zoom call weinan Is there what do we do to solve it? And Eagles hang on Eagles is the other opposite side of the pendulum, model other successful chambers. It’s easy now in the point and click rule of either your cell phone or your laptop to find out what other chambers are doing online that successful pick up the phone and call chamber that’s two states away and say, Hey, I’m Executive here or vice president we want to try to do you have five or 10 minutes. It’s not being afraid to put yourself out there. And here’s the biggest mistake that most people make in business, including chambers. They don’t ask a SK, they don’t ask for an introduction to a potential member. They don’t ask a board member for some advice. They don’t ask another, you know, potential business. Hey, what do you guys struggling with? We assume that they’re going to tell us and we think well, I don’t want to bug them. I don’t want to be a problem. I know they’re busy. No, you don’t? If you hear the word no, it’s not going to kill you, Brandon. It’s not what you don’t get unless you ask it’s the old Wayne Gretzky quote from the hockey world, you’ll miss 100% of the shots you don’t take. Same with asking for help. There’s nothing wrong with it. If anything, it endears your peers to the fact that, hey, you’re just like me, you’re human. And you’re willing to listen to new ideas and even counter viewpoints to push you.

Brandon Burton 31:25
So hope that helps him as the younger crowd would say shoot your shot, right? So I wanted to ask for chambers listening who wants to take their organization up to the next level? Or you could say who want to positively disrupt their organization? What tip or action item might you have to share beyond what you’ve already shared with us that they could maybe implement in their organization?

Tony Rubleski 31:51
I think is we we aired this in the new year starting 2024 Is this is be thinking yourself, who can your best Chamber members take you to? That’s not a chamber member yet. Those not yet members. And here’s what I would give. If I was working with you in a in your boardroom, I’d look at your 1520 board members, for example, say, Hey, who are two or three businesses here in the community that need to be a part of this chamber? If I’m the executive, I grab the pen and paper I record and I write down. All right, Mike, were two or three companies that you do business with here in Omaha that are a part of the chamber, I’d like to reach out to them and talk about why they should consider joining the Omaha chamber. And you let your your current disciples, your true believers bring in more people via referral. I call it introductions. And matter of fact, I do an entire session on this for the last 20 years teaching referral marketing, specifically for Chambers as who can your top members introduce you to even if they used to be a chamber member brand. And here’s what I want to really convey everyone listening, don’t let the old biases of the history damper your ability to go back and say, Hey, that chambers keeps evolving. We’ve changed. We’ve got some new folks on we knew you remember 10 years ago, let me ask you has your business changed, our business has changed a lot the last 10 years, so has the chamber. That’s how you get rid of that old history. And you reopen the door because the only constant is change and grow forward. So that would be my big tip is your best members can bring it to other people that can join. If you ask them in, the more specific you get Brandon, if it’s one restaurant, you say who are two or three of the restaurants here in town that you network with a really respect to their good that haven’t heard of the chamber, the more specific on the Ask the much higher chance or probability they’re going to give you a referral because you’ve made it where they go, oh, yeah, I was just talking to my buddy Mike at the other law firm. For example, one lawyer talks to a lawyer, another banker might talk to another bank or credit union will talk to another credit union. So work vertical markets, ask intentionally and be very specific. So I just gave you a referral magic seminar in like two minutes.

Brandon Burton 33:56
For free to how about that? So I’m really like asking everyone I have on the show as we look to the future of chambers of commerce. I know you’ve got a long history working with chambers. How do you see the future of chambers and their purpose going forward?

Tony Rubleski 34:14
I think it bodes well for the chambers that believe in themselves. And if you don’t get too mired up in the politics, not only that the national level, but the the regional and the local is This to me is where chambers can really thrive. I gave up several clues in the interview, that small midsize companies sometimes are never even approached about chamber membership. Many of them know that they’re battling. Let’s be very candid. The data doesn’t lie. A lot of the big businesses during the pandemic got huge PTP loans that were never repaid and have to pay them back in a lot of small midsize mainstream businesses, the numbers, how many went out of business? They’re having a tough go at it. So I’m not saying you pick on your big members or your anti corporate America, but that’s a good data point to notice that, hey, we understand that it was challenging last few years, we want to help you grow forward and introduced other people that can help your business, bring you training to help you retain more employees to attract more employees. And that is a very, very key hot button for a lot of small mid sized companies as the chamber can help introduce them to those opportunities. So I believe the chamber future if you have the right mindset, obviously, it’s very much you can grow now, when the economy is really good. Here’s the paradox. People are too busy for the chamber, usually, while we’re just so busy, because everything’s going well, when you have a challenge economy or a flat economy. That’s where if you’re proactive in your outreach chambers can really, really flourish. So flourish while the timing is right, which to me, there’s the next several years. And

Brandon Burton 35:48
absolutely, and it is a paradox, you know, for the individual businesses or the economy in general, you know that the times that the chamber is really called upon is when it’s the toughest time. So as we wrap up here, I wanted to give you an opportunity, Tony to share any contact information for listeners who might want to reach out and connect. I know, you had also teased about an article that you wanted to share as well. Okay, good. Good recall,

Tony Rubleski 36:14
Brandon. So two things, the easiest way to find these, if you go to mind capture group.com, that’s my main web page, you’ll see my face there, and all the other goodies there. But MindCaptureGroup.com what I really want to issue as a special bonus here, for those that are listening, is I have an article on my blog, and you can try to find it, I’ll make it easy. Send me a direct email, or even a Facebook message. My email is simply Tony@MindCaptureGroup.com, I will send you a direct link, I’m not going to spam you, I’m not going to email you to the end of time. So please, no, I’m not going to do that. But the article is called “7 Reasons Every Business and Nonprofit Should be a Member of their Local Chamber of Commerce”. I can’t write a better headline than that. But the article on the blog post, feel free to share it, it’s copyright free. Share that with prospective members, share it with people that are getting ready to renew. But it’s a great article written from years of experience in the industry, of why more than ever, you should join the chamber. So it’s on my blog, but it’s a little tricky to find. So if you email me again, Tony at mind capture group.com put, you know the Chamber Chat Podcast, or you know the article seven reasons, I’ll make sure I send that to you right away. But again, I want to make sure we added a ton of value, because you’re only going to remember maybe a couple of key points from this interview. I know that because I listen to podcasts. And I want to make sure there’s some take home value that you can share with the organization that may not hear this podcast as well. Now,

Brandon Burton 37:36
and I appreciate that having that article that resource available to share. We will get your email and website in our show notes for this episode, too, to make it easy for people to reach out to you to get that article. But I hope as this episode comes to an end that everyone listening takes a few moments. And just hit pause, don’t let the next episode start playing. Just sit in some silence. Think about those three G’s, the gratitude goals and getting healthy. And what does that look like for you in 2024? And write down some notes about that, and maybe revisit it towards the end of the year and see, see what positive changes what positive disruption you’ve seen in your life. But Tony, it’s been a blast having you with us today. On the podcast, you have delivered a lot of value for us. If you have any, any parting words, before we let you go? I’ll let you share that. And then we’ll we’ll let you go.

Tony Rubleski 38:33
A couple things here. Thank you again, Brandon for bringing me on. I love it. I signed on scout in your chamber chat podcast for many months when I reached out to him, I love this. So thank you for what you’re doing. And I guess no happy new year. You know, if anything, know that what you do is extremely important. I’m getting ready to re up at one of my chambers here in Michigan, I’m going to call them up and say hey, I’m ready to join again. So I’m also an active, I don’t just preach about it, I actively work a couple of chambers in my home community. So thank you for what you do. And keep up the good work and know that especially now in the year of election, this to me is where the chamber really has a powerful chance to shine against that negative and say, Hey, we’re doing good things here locally. Come check us out. So thank you for that.

Brandon Burton 39:18
Absolutely. Thanks for being with us, Tony. This has been great.

Tony Rubleski 39:22
Thank you everybody.

Brandon Burton 39:25
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Elevating Engagement with Amanda Lea Kaiser

Miles Burdine Chamber Chat Podcast promo image.

Below is an auto-generated transcription. Because this is auto-generated there are likely some grammatical errors but it is still a useful tool to search text within this podcast episode.

Feel free to join our Chamber Chat Champions Facebook Group to discuss this episode and to share your own experiences and tips with other Chamber Champions.

Brandon Burton 0:00
This is the Chamber Chat Podcast, the show dedicated to chamber professionals to spark ideas and to get actionable tips and strategies to better serve your members and community.

Hello, Chamber Champions. Welcome to Chamber Chat Podcast. I’m your hosts Brandon Burton. And it’s my goal here on the podcast to introduce you to people and ideas to better help you serve your Chamber members and your community. You’re joining us for a special episode as part of our 2023 ACCE Chamber the Year Finalist Series.

Our title sponsor is Community Matters, Inc. With nearly 20 years in the chamber industry and over 100 media awards presented to their chamber partners, community matters provides the R&R that every chamber needs, revenue and recognition.

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Let’s hear from Becky Womble, President of the Bastrop Chamber to hear about her experience with Community Matters.

Becki Womble 1:03
I’ve been using Community Matters for probably six or seven years now. And in a previous life, I sold commercial printing so I can highly recommend Community Matters because it’s a complete turnkey job for any busy chamber exec and it’s a wonderful, beautiful printed product whenever you’re finished. And I just I’m very sold on Community Matters. And with a printing background I just big endorsement from me.

Brandon Burton 1:44
To learn how Community Matters can support your chamber with your next publication. Please visit communitymattersinc.com/podcast To request your free media kit and request a proposal to find out what kind of non-dues revenue you can generate.

Learn how you can partner with Community Matters, Inc. to produce your next Chamber Directory, Community Guide or Map.

Our guest for this episode is Amanda Lea Kaiser. Amanda is a keynote speaker and author of Elevating Engagement: Uncommon Strategies for Creating a Thriving Member Community. Through her research, Amanda is at the forefront of exploring how member and attendee engagement is rapidly changing when within professional communities. I’ll have to say as a side note, as I read through her book, I very much was able to visualize all of you as listeners, both attending your state and national chamber conferences and engaging on those levels, but also taking some of these lessons learned to your local chamber organization. So as we go through our conversation today, I hope you can see some of those parallels as well. But Amanda, I wanted to welcome you to the show give you a chance to say hello to all the Chamber Champions that are listening and if you wouldn’t mind sharing something interesting about yourself so we can all get to know you a little better.

Amanda Lea Kaiser 2:58
All right. Hey, Brandon, thank you so much for having me here on your podcast and hello Chamber Champions. It’s it’s great to be here. Okay, something interesting about myself. So I got my start at Crayola and I rose up the ranks and marketing so I’ve got a classic marketing background. And and now I’m the keynote speaker but maybe even more interesting than that. I’ve got a two kittens adopted me during COVID I don’t know if if you’re a cat dad, but they adopt us I don’t think we adopt them. And and I named them after Muppets. So I love the Muppets, Kermit and all of those guys. So so my cat’s names are Robin in between. And you might see them running in and out because that’s what they do. Awesome.

Brandon Burton 3:44
Yeah, I did notice the Kermit quote in the book as well. So that carries through. I’m not a cat, dad. But I understand what you mean. It doesn’t matter how much you like the cat they have to like you to adopt. Right? Well, I am excited to get into our topic of conversation today. I think chambers across the country, even globally, are constantly thinking about the ways to elevate the engagement of their membership or their investors or those who participate in their organization at at any level. I often will out I’ll hear chambers talk about doing the yellow highlighter exercise where they will print out their membership list and then with a yellow highlighter, go through and mark any chamber member who’s participated or actively engaged with the Chamber in any way. And that may be the main sponsor of their annual banquet. It may be the sponsor of their board room, or maybe just somebody who’s constantly liking their Facebook posts. So literally any level of engagement and as they do this yellow highlighter exercise, oftentimes there’s not a whole lot of Yeah, low on that sheet once it’s marked up. So I think we’ll, we’ll be in for a treat today with a lot of these tips and ideas around how to elevate engagement with our memberships. So we will dive into this discussion as soon as we get back from this quick break.

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Donna Novitsky 7:36
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Brandon Burton 8:31
All right, Amanda, we’re back. So as I mentioned before the break, we’re, we’re talking about elevating engagement, you’ve got a book all about it. Some could say maybe you’re an expert on it. And I’m a little bit hesitant at all really setting the stage that way. I think I told you before we got on the recording. It’s like introducing a comedian and telling everybody how funny that comedian is and then your your setup to deliver. So you know, no pressure at all, but I’m looking forward to an engaging conversation. Good. So maybe let’s just start with why did you write the book like what what was it about your background and maybe personal history that led up to this moment where you’re like, there needs to be a book about elevating engagement of these membership organizations? Yeah,

Amanda Lea Kaiser 9:21
so Okay, so let me give you just a kind of quick, sober, quick, speedy history to get us to this point. So like I said, I started at Crayola. And then I had a couple of jobs in my career where I worked at an advertising agency and then I landed in a NAT at a national association. So I worked I worked in for a higher ed Association. Super cool. It was the first time that I even realized that associations and chambers and they were even a thing I just didn’t know until that point until I started working for them and I was director of marketing there. And and it just completely We opened my eyes. And I was so delighted by how collegial these professional groups are. They’re, they’re really fantastic. So I decided to open up my own business. And I was a qualitative researcher, my, my marketing focus has always been on research. And I decided to pursue the qualitative research side of things. And during my time, as a qualitative researcher, I worked with 33 different associations and got a chance to personally talk to 477 members from all different walks of life. And the conversations with them did two things, one, I would ask them about their industry or their profession. And the second thing that I asked them about was, what is it like to be a member? What is it like to attend? You know, what is engagement like, and all of that, and as I was conducting these interviews, one thing that I found is there’s this gap between members, and attendees and, and leadership, right. And so, so that’s why I wrote the book, I wanted to close that gap. And just to give you a sense of the gap is, is, you know, members, our members are having an experience there, whenever they engage with us, they’re having an experience, and very often when we’re on the inside, and I can say this, for sure, as the as being a staff person on an association, a lot of what we’re trying to do is we’re trying to provide value, we’re trying to do the administrative stuff very right. And we’re not, we’re not focused on the experience. And so, so that’s what this book is all about. The book is all about closing the gap. And and I’m also doing a ton of keynoting. Right now. And so I start out every time by saying we’re here to close that gap between you and your members.

Brandon Burton 11:52
Yeah, I like that. I think that’s a good summary. And that does kind of set the stage a little bit here. So my background is in chamber publishing. And often I’ll even joke with some of the different advertisers Chamber members that were selling ads to that. I often will hear a chamber member say that they want to advertise and whatever the chamber publication is, because there’s almost a sense of guilt, that they join the chamber at some point. And they see all the emails from the chamber about the networking mixer, the after hours, the Chamber luncheon, annual banquet, you know, there’s always something that golf tournament. And there’s a sense of guilt that they can’t be at all of the things, you know, they work during the day, so they can’t go to the luncheon or they’ve got family life after work. So they can’t go to the after hours. So they see doing some sort of advertising with the chamber as a way to engage. So how would you look at engagement? How do you define engagement? As you look at a membership organization, I guess what counts when it comes to? To engagement? Yeah, yeah.

Amanda Lea Kaiser 13:04
So So advertising counts and attending accounts. So so let me let me kind of step back, though, because what I tend to do is I tend to define engagement, the way a member would defined engagement and the way members define engagement is almost solely around emotions. And I actually, I asked when I when I keynote, I asked my audience this, I’ll ask them what is what does engagement feel like when you’re really engaged? What does that feel like? And I’ll ask them to, to recount a professional or personal community that they’re very, very engaged in, you know, what, when that makes their heart very happy. And so this is some of what they’ll say they’ll they’ll say, I feel valued. I feel welcomed, I feel belonging, connected, excited, inspired, it’s energizing, I feel included. I feel focused, I feel peaceful, I feel worthy. I feel like I’m being seen. That’s just some of the words this is I got 139 responses. But those are some of the key words that came up over and over again, so. So engagement is all about emotions. And when you’re when your members or our members are making decisions to engage, they’re making very emotional decisions. That what they’re what they’re what they’re trying to work out and might not be even conscious. But unconsciously they’re trying to say is this community for people like me, do people like me join a chamber like this? You know, do people like me go to events like this? Do Am I gonna find my people here? Am I gonna be long am I you know, all of those things. That’s, that’s the kind of what’s going on in the back of their minds. And so, I, I love to define engagement all around how members see engagement, because you’re right when we when we on the business side, talk about engagement. We’re talking about joins and when rules and registrations and opens and reads and click throughs and all of that. So we’re talking about the metrics of engagement. But I love to think about engagement as that, that very emotional emotions and feelings that drive those decisions to engage. And so that’s that’s typically where I’m coming from. Yeah.

Brandon Burton 15:26
What you said almost sound like a Seth Godin quote, right? People like us do things like this. Yeah. And it’ll often talked about enrollment, right? So the engagement level kind of at Next stage is yes, I want to engage. And now I’m going to enroll I am all in, I’m going to fully participate. And I know that’s a few steps down from where how you kind of break down that, that member journey, or that the experience journey. So maybe touch on that a little bit, because I think so much of that, the beginning of that membership journey is where that emotion really is probably at its peak. There’s some reason why they’re choosing to attend the conference or choosing to join the chamber. And I’ll say everybody does it for slightly different reasons. But understanding what that emotion what that driver is, I think, is so key to being able to help them have a successful journey going forward with the chamber. Yeah, can outline that for

Amanda Lea Kaiser 16:28
us? Yeah. Yeah, absolutely. So I’m so glad that you started touching on well, you know, what, what happens at the beginning, because So, for most professional communities, what they find is new members are the most fragile members. And, and so, you know, people, if you look at your metrics, you might see people join, and then they never engage. And then it’s not a surprise when they don’t renew, right, and, and so, so they’re very, very fragile. And, and so what we need to do is start appealing to their emotions, one of the one of the things that I often will say, when people are asking for, like, what is the definition of engagement, I’ll say, there’s two parts, there’s, there’s value, so we got to provide value. And the other part is positive experiences. So you want to provide good value and positive experiences. And when you do that, members will engage. And I would wager to bet that your chambers provide lots of amazing value, you know, people, all of you chamber pros, you’re doing all of these events, you’re publishing, you’re emailing, you’re providing all kinds of really amazing things and lots and lots of value. And it’s, it’s frustrating when people aren’t joining, and or it’s or renewing or engaging in, in some way. And so the, the piece that’s often missing is the experience part, the the part that triggers all of the emotions, and, and so this is very salient for new members, you know, new members join, they often don’t understand how to really engage, there is the old the emails are coming in there is I’ve heard that, Brandon, that guilt factor that you were talking about in so from so many different types of members, you know, they’re, they’re sending me emails, I feel like I and what they will say is, I’m not engaging, and it’s, it’s my fault. It’s not them, they’re, they’re making every effort, it’s me, right? And, and I can see that there’s a lot of benefits, I can see that there’s a lot of events and in what they would normally tell me is I feel like I’ve got to start going to these events, which I can never do, because the timing doesn’t work out. Or I’ve got to spend a lot of time on their website, understanding what they do. And I just don’t I don’t have the time yet. And, and so I think what we need to figure out is how to connect a lot quicker with them, you know, how to have how to provide a teeny bit of value so that they understand that taking that leap to come to your events makes a lot of sense. And also connecting on that emotional level. And you do that with experiences. So are there phone calls? Are there? Is there kind of a special quick Fitbit fun email that you could write to them, you know, what are all of the experiences that you can provide to new members that will get them saying this is not only going to be worth my time, but I think that this is going to be a really fun group. There’s a lot of energy. I’m super excited.

Brandon Burton 19:35
Yeah. And as you’re saying that it reminds me in the chamber industry, there’s a lot of focus on with the engagement of members to try to make the shift from being a transactional relationship to be more of a transformational relationship and that way, hopefully, if that’s communicated and modeled in correct ways, the guilt factor hopefully isn’t there. as much because they’re not in it, they didn’t join to say what’s in it for me, but they’re they joined to be part of something bigger, that’s making a positive impact in their community. I see some chambers that have the option to join their chamber right on their website, we can enter your name, credit card information, and click Submit. And you’re done. You’re a member. And I’m sure there’s the onboarding emails that come in. But that chamber doesn’t know anything about that member, why they joined, they didn’t really share their mission, their vision, any of that. And oftentimes, those are coming from another member as a referral. So you know, you need to be a part of the chamber, right? So I think right from the beginning, there tends to be a little bit of a disconnect. And I love in the book, you talked about doing a listening tour. And I think that could probably come in and in a couple different stages along the member journey. But to really tap into that emotion and their why you want to maybe expand a little bit on the listening tour, and how that can kind of pull on that emotion. Yeah,

Amanda Lea Kaiser 21:08
absolutely. So let me let me give you a couple of tangible stories that I heard dirt while I was while I was interviewing members. So. So there’s a couple of associations that were doing a really good job, and I got a chance to figure out what they were doing from their member saying I was on I was the recipient of the listening tour. And so there’s one, one association that did a very interesting thing. Now they had not very many members joining. It wasn’t like they were having hundreds of members join every week, they might have been having 10s of members join every week. And and so the the director of marketing of that particular organization, would schedule a call, it was about a 20 minute call with every single new member. And during that call, she would ask them a series of questions, you know, hey, tell me about yourself. And when did you start working at this company? Or when did you you know, when did you start the company? She would, she would ask them questions about projects, they were working on what their goals were, what their mission was, what if they’re having any challenges, she might even ask them, you know, what, tell me about some trends. And she would, she would take careful notes, and she listen intently. And at the end of the call, probably with maybe, I don’t know, three, four minutes to go, she would say this has been so interesting. And there’s a couple of things that I heard you talk about, that we might be able to help out with, there’s you talked about this really interesting project that you’re working on. And not many of our members are working on a project like this, but I know that Sue is. And I would love to introduce you, it’d be okay, if I introduced you to Sue, I think she’s a couple of steps ahead of you. And, but you know, I can introduce you via email in and then she will, she would also say and I also heard you talk about this system, that we’ve got some data from some of our research, or we’ve got an event coming up where we’re going to be talking about this topic, we’d love to have you I’m going to follow up with some emails. And so you know, she get off the phone and immediately send some emails, one introducing that new member to sue a longtime member and tell in telling Sue and you know, reminding this this person while why she was introducing them, and then she would follow up with a separate email saying, hey, you know, as we were talking, I told you, I was going to send you this research report and this invite to this event and blah, blah, blah, blah, blah. So that that’s very time consuming very hands on for this organization that works. Because they don’t have a lot of members. Other organizations, there is the listening tour where you get into your car, you know, or your your get your staff into a van, and you book breakfast, lunch and dinner. Or you go to people’s offices or places of work or factories and and you spend 15 or 20 minutes with them doing the same kind of thing, asking them questions, touring, just being there letting them be seen. And it’s such a pleasure because now when they come to an event, they already know a friendly face. So there’s there’s that part. The other thing is if you are with a chamber that’s maybe spans a large geographic area, there’s a virtual orientation events. Now the virtual orientation events are not orientation webinars, there are much more responsive than that. So so people come you know, your new members come into a Zoom meeting. And then you ask them the same kind of questions, you know, where, where do you work what what kind of organization is your company? Tell us a little bit about it. What are some of your goals? What are some of the projects that you’re working on? And then as everybody’s feeding information to you, you the host can do some pattern matching for the biggest things that people are They’re struggling with and then make that link for them between their problem back to the to what the chamber provides in terms of, of benefits or upcoming meetings or something like that. So. So I love that you were talking about, you know, these these member listening tours, because there’s so many ways that they actually work, Brandon. And that’s really the key to it all. When when you know your members and you hear them talking over and over about their goals, then then we serve them a lot better. Yeah,

Brandon Burton 25:30
there was one chamber executive I talked to one time and he talked about how he’ll do three breakfasts each day, they’ll go meet with different members there. The first one maybe is just having a coffee is the second breakfast, awesome makes the third one, maybe a phase three. So he’s breaking it up. But he’s getting to three different member businesses to have these breakfasts. And he’s meeting with other members there. So like the levels of engagement with the organization with the members is on multiple levels, and able to gather a lot of that very important information to be able to better serve the member. And I love that. So it does kind of seem like though in today with everything digital, and we’ve got in person events, we got virtual events, we get emails, get social media, we’ve got podcasts, we’ve got YouTube, we’ve got all these different ways to get our messaging out there. Does that make it harder or easier to engage members? Like how it I think I can see both sides of the coin, but I’d love to hear your approach and maybe how chambers might want to look at this. Yeah,

Amanda Lea Kaiser 26:41
what I’m hearing across the board is, is engagement is getting harder, it’s harder to engage attendees most virtually and in person, it’s harder, harder to engage members, it’s harder to get those opens and reads. It’s just I think it’s harder. And some people are saying, you know, this is not uniform. There’s some associations and some chambers that are seeing these bright spots, like, hey, we went back into person. And and, and we’ve got some of our in person events are doing amazing. And we’re still doing virtual, and some of those are doing amazing. So this is not, engagement isn’t universally going down the tubes. But I think it is getting harder. And one of the reasons why it’s getting harder is is really time and attention. You just hit on it, Brandon, there’s so many ways that we’re trying to reach members. But there’s so many ways that they’re getting content and they’re connecting. And they’re you know that it’s just sort of, we all have a very frantic pace of life these days. And so we’ve got to do something different to engage members than what we did before. And I’m so glad that you asked that question about communications, because this is sort of a really great time to talk about how you not only provide value, but you also provide the experience so so every time we communicate, there’s two things that we’re trying to do. The first is the what we say. And that’s the value, it’s the message we’re trying to get across. The second thing we’re trying to do is is or the second thing we communicate is how we say it. And this is the tone, it’s the voice. And and this might be something that you’ve talked about a lot in publishing is the tone or the voice. And so I love to think about tone on a continuum. And so on one side of the continuum, there’s the very institutional tone, the very professional polished tone, it’s a lot of big words, it’s when we’ve got our business hat on, that’s the tone we tend to fall into is the institutional tone. On the other end of the continuum, I have a what I call the best friend forever tone, sometimes we’ll also call it the happy dog tone. So if you go into your personal email, and you read, you just quickly, like scan your personal email of all of the brands and companies and products you really love. They’re talking to you and the happy dog tone, there’s emoji, there’s hashtags, it’s casual, they’re talking to you like they’re your best friend. But for some reason, when we’re doing business to business, and we put our business hats on, we talk very, we tend to talk very institutional. And so I just like to remind everybody, that tone is on a continuum, and you can pick anywhere you want to be, and especially with your new members, they’re they’re looking for all of those cues on whether to belong, you know, is this the place for people like me, they’re looking for those belonging cues. And when you can warm up your tone in your emails or warm up your tone and your phone calls, you know, or any of the information you’re sending out to new members. They the sense that they sense that this is going to be a happy, warm, lovely place for them to meet other people and connect.

Brandon Burton 29:54
Yeah. So when I think of, maybe an in person or even a virtual event I think to on an event stage, it’s a maybe a little easier to gauge the engagement. You can see if people are looking down at their phone or distracted or getting up to get a drink or, you know, just the distraction, where as we try to with these communication channels, I’d love that you brought the the tone and the voice into the happy dog messaging. Besides maybe some of these metrics that we look at the open rates and social engagement tools, are there other ways that we can see if our message is landing, right? If we’re how do we get that kind of feedback when we’re not in a room or a Zoom Room even to be able to get that that instant? Hopefully, positive feedback. Yeah,

Amanda Lea Kaiser 30:47
yeah. So people are always asking me how, how do you measure engagement and and there are, you know, I think when your members are doing the yellow highlighter exercise, they’re measuring engagement, looking at your renewals, it’s a measured metric and a measure of engagement. And so as you’re engaging members and attendees differently, you’re going to see that metric go up some some organizations use Net Promoter Score, some of them do things as sophisticated as Engagement scoring. And so again, over time, if you’re, if you’re focused on those experiences, you’re gonna see those those metrics go up. But, but it’s engagement is a tough one. Because it’s very hard to make one change, it’s very hard to say, Okay, we’re gonna make this one event more experiential, and we’re gonna see renewals fly off the chart, that’s not the way it works, right? There’s, there’s, there’s not a lot of like one to one direct comparisons, you just sort of see a general lift over time. So So I think sometimes we have to measure engagement, again, with our own emotions, which is, you know, is there what’s the energy like? Okay, so we’re making it we’re making some improvements to try to be more engaging and say this one event? Was the energy better? Did people walk out smiling, you know, for virtual, one of the things that I think is a really good predictor of a virtual meeting is what’s going on with the chat. Now, you can do a lot of things to have a really robust chat and as a, as a very often speaker, I love the robust chat. I love when I’m talking. And people are busy in the chat and they’re talking to each other. And they’re asking each other questions and they’re tuning in to listen to me and they’re plussing up what I say and then plussing up what everybody else says. And that’s for me that schools because because they’re sure they might be listening to me and engaging with me, but they’re in if they’re engaging with each other. That’s lovely, too. So, so if you’re doing lots of virtual events have chat ambassadors in there. And that can be a micro volunteering opportunity for one of your members. Or it could be a staff, you know, job, but have those chat ambassadors in there that are, you know, they’re plussing up what other people say? And they’re asking questions, and they’re, they’re kind of saying, Oh, this, you know, the speaker said this, what do you think about this, everybody and, and really try to foster that excitement and get it going. And that’s, that’s You’ll sense the energy, you’ll, you’ll sense it, whether you’re virtual or in person, and that that’s almost I think, is Valley or it is as valid as some of those tangible metrics.

Brandon Burton 33:26
Yeah. So I hope this doesn’t feel like we’re taking a step back. But I was thinking about the emotion as people engage with an organization that emotion is, you’re able to maybe give them some small wins along the way. So in the book, you talk about, like speaking from stage, there’s little engagement questions or things you can do to warm up the room, right. So they’re engaging on a very minimal risk or risk free environment where they have nothing to lose if they just participate and engage. And as a member joins an organization. And there’s other little quick wins, I’ll say that you can do to kind of trigger that emotion or positively reinforced that emotion of yes, you’re here for a good reason. We’re here to listen to like, all of those things. Are there any strategies or tips that you want to share around maybe those small quick wins to warm up the audience or the new member, to help encourage them to give them that confidence to be able to engage at higher levels as they progress through their their membership journey?

Amanda Lea Kaiser 34:38
Yeah, let me let me tell you about a totally unexpected story that I heard when I was doing those interviews and it’s a it’s a story that I heard over and over and over in different ways with different words. But what I would hear people say is I went to my very first event for this organization. And while I was waiting in the registration Mine welcomer I didn’t know it at the time, but people were circulating, and they were talking to all of us in the line. And in somebody stopped and talked to me, and it was maybe just two sentences. And it was it, it made me feel like this community is super open and warm and welcoming. And it and I felt like I had to step out of my shell and I am going to, to just talk to other people, I’m going to introduce myself to other people and just see how it goes. And so, so it’s like, new members come in, and we have to give them the teeniest little nudge or a teeny little bit of permission, so that they can go and make their experience great for themselves. And so whenever we can do that, it’s great. So So let’s see, how do you do that you can do that with welcomers that in person events, you know, kind of warming up the crowd for in person or virtual events. Think about your icebreaker, you know, what is what is a an icebreaker question or an activity that is super safe and super easy. And so I’ll give you just an example, when I’m getting together a group and I want to get them to be really creative, I want to I want the group bubbling up lots of ideas, I want them collaborating with each other. And the topic is not is not very serious, you know, it’s we’re working on, we’re just going to work together on this problem. And we’re gonna have a really great time doing it. One of the questions that I love to ask is, would you like to be a dragon? Or have a dragon and why? And in the why is the key, you know, you can pick either one, but I love to ask why. And so you can ask that, you know, in person, with a smaller group, you can ask it on, you know, virtual meeting and get people responding in the chat. But that, you know, again, you’re you’re popping them out of the expected stuff. And in the their professional world, and you’re bringing them into sort of a different surprising experience where they can have a little bit of fun with it. They tap in their answer, and now they’ve started participating, which is half the battle, because once once you start once, then you’ll you’ll form that habit and you’ll keep participating. That’s

Brandon Burton 37:12
awesome. Having read the book, I knew that was the question you’re gonna you’re gonna bring up it’s I was waiting for the dragon question. So I’m glad you glad you brought it out. As we begin to wrap things up here, I wanted to ask usually I’ll ask for maybe a tip or action item for listeners who want to take their organization up to the next level. And what you would offer I think I may want to read phrase that too, for an organization that a chamber listening who would like to level up the engagement of their members to the next level? Where should they start? Yeah,

Amanda Lea Kaiser 37:50
yeah, absolutely. Oh, let me backtrack and tell you one other one. So if you’re looking for more icebreakers, or energizers the other one that is surprisingly, super fun, and people get you know, they have this very fun argument about it is, is a hot dog a sandwich. So what do you think Brandon? Is the hot dog sandwich? Or is it not a sandwich?

Brandon Burton 38:13
I’m gonna go yes. Is it the same way a cheesesteak is the sandwich.

Amanda Lea Kaiser 38:17
Oh, there you go. Yeah. Yeah. So so interesting. Usually, usually groups completely divide. And there’s some squabbling around if a hotdog is a sandwich and to my knowledge, there’s no real answer, you know, just like, Alright, are you know, is white chocolate, chocolate, you know, again, you get the you know, those are those are fun cup questions to ask.

Brandon Burton 38:40
In cornbread, and you have a corndog. Now, that’s a whole nother topic. I don’t agree with that. Yes,

Amanda Lea Kaiser 38:47
yeah. Yeah, that feels not sandwich like to me, but yeah, yeah, absolutely. Okay, so. So what, you know, what can they do to take things to the next level, what, what I would suggest is go and start identifying all of your transactions anytime you have a transaction. So joining as a transaction renewing as a transaction, opening an email is transaction registering as a transaction registration at your events as a transaction. And in so think about and so like, anytime the staff has a job to do, you’re doing administrative stuff for that transaction. So think about how you can seamlessly keep doing the administrative part of it, and then layer the expensive experience on top of it. So that’s, that’s how you close that gap is to keep doing what you’re doing in terms of the transaction and the administrative stuff, but now figure out how to layer the positive experience on top. It’s easier than you think it is. So like, let’s say you’re, you’re you’re doing registration at one of your events, and you’ve got you know, 100 people coming through the door, and you need to give them all badges within 10 minutes or something like that, you know, people are coming at you, and you’ve got to log them. And you got to give them all their badges, even even in those moments where you’re so busy and so frantic, just smile, like just keep giving them a genuine smile. And now you’ve layered on that positive experience. I

Brandon Burton 40:22
love that. And I was thinking, I don’t know, man, I don’t know if this holds true all the way through or not. But if, in talking about those micro wins, as you know, micro positive experiences and micro engagements. Hopefully, if they’re engaging on that small risk free level, a way of maybe measuring that as if they’re engaging again, like if they’re taking another step, you know, on that journey. And if they’re, if they’re stalling out, if you make that initial engagement, and they stall out, maybe the communication needs to be refined, maybe you need to get more information. But they hopefully should be making another step and other engagement along the way. Would you agree with that? Or is that just totally my own thought? totally

Amanda Lea Kaiser 41:13
right. So I have identified it fine. I’ve identified six stages of engagement, and is exactly what you’re talking about that that at each stage, there’s generally speaking, a barrier for people to take that next step into the next stage of engagement. And so to the extent that we can be aware of all of those six, six stages, and just constantly helping people have those micro wins, and in sort of taking that next step, if they want to, one, one thing that happens is you know, sometimes like, boards will get burnt out and a new member, a new face will come to an event for the first time and a board member will rush up and say, We’re so happy you’re here. Have you ever thought about being on the board and the new members panicking and saying, oh my gosh, I don’t even know who you people are yet. And so you can’t rush people up the six stages of engagement, but what you can do is make the opportunity available if they want to. So if you you know, the book is elevating engagement, and right there in the beginning, I detail all of the six stages, and each chapter is devoted to one of those stages. And I talk about the the kind of go no go decisions that members are making at every single one of those stage stages. And then I just try to give you hundreds of ideas for helping them move from one stage to the next. Again, if they want to work, we don’t rush them, we just make those opportunities all available to them. And, and yeah, I think I love I was taking notes while you were talking Brandon, because this idea of micro wins or micro engagements. I just I love that terminology. And I hadn’t thought about it or articulated it that way. So if you don’t mind, I’d like to steal that from you. Because I think it’s cool.

Brandon Burton 43:04
Yeah, just reference me twice. And then you can own it after that. So a real life example that, that I was reminded of and reading the book, you you mentioned that the board members, you know, maybe seeking a replacement for their seat during the board recruitment. So my, my wife was the volleyball Commissioner for our local youth volleyball organization. And our two youngest, well, all of our girls played volleyball through it. So we felt invested. And she was giving back to the community and doing her thing and just ended up with a lot of things on her plate. And she was completely overwhelmed. It was draining all of her energy. So she would talk to the other volleyball moms, she would say, this is wiping me out. Do you want to take it from me? Do you want to do you want to do this? And everyone kept saying, No, it was like, You need to change your approach. This doesn’t have to be a bad thing. It doesn’t have to be a negative experience. You don’t need to lie to them, but just share what it entails, share what the upsides are, and let them make a decision. But if you sell it as you know, this is so time consuming and is totally drained me. I think the example he gave in the book is a board member saying you know, I’ve I’ve been affected finite, you know, negatively financially, you know, in serving on the board. Nobody’s gonna want to take your spot, right. So you don’t want to scare people away with being over engaged, maybe? Yeah, yeah.

Amanda Lea Kaiser 44:35
And then then a staff members, we can also get a handle on that as well. You know, if, if we feel like it’s hard for volunteers to volunteer, we can look at their roles. We can look at the time commitment, we can look at dividing things up we can but just like it just like we were talking about with new members, you know, we want to take new members and give them that little nudge to help them keep progressing along their membership journey, you can do the same thing with volunteers. I love thinking about the volunteer journey as well. And, you know, start the volunteer journey with a micro volunteering opportunity and then slowly build. And I think a lot of time as a staff people, we tend to think about volunteer roles is very specific things if you’re on a board, if you’re on a committee, those are volunteer roles, but to members welcoming as a volunteer role speaking is volunteer role hosting as volunteer role, right, and, and so, so think about all of those non traditional things that we want to do to engage members like like being a chat ambassador, and have that be a volunteer role. And, and so, you know, maybe people are spending three minutes volunteering, or 10 minutes volunteering, or 30 minutes volunteering, but now you’ve just flex their muscles so that if there’s a chance to do another volunteer role, they might take you up on it. Right.

Brandon Burton 45:59
I love that. So I like asking everyone that I have on the show this question that as we look to the future of chambers of commerce, and I’ll broaden that and say, just associations in general, how do you see the future of chambers and associations going forward?

Amanda Lea Kaiser 46:17
Yeah, I see it really bright. There’s, there’s such a need, you know, when, whenever there’s a need in the community, there’s the business propositions, I think the future is really bright. And it’s just about how to engage differently. And I, from the research, I see that the answer is in the experiential side of things. And again, I think I said this a little bit earlier that I would wager to bet a lot of your chambers are offering a ton of value. And if you offer even more value, that’s great. But it might not get you to engagement, what you got to start doing is focusing on those positive experiences. And so a really quick way to think about that in this is something that you can play with you with your staff or talk to your board about or your committees about is just start saying, you know, the any, anytime somebody starts asking what do our members need, you know, what do our website visitors need? What are our attendees need? What do people need? Start laying or layering on that question, which is how do we want them to feel? And so? So when you ask, how do we want them to feel? And this is an easy thing that we that you could try even tomorrow, right? The next time you’re writing an email, think, how do I want the reader to feel and you kind of lock in that emotion in your brain that you want them to feel happy or joyful or hopeful or something like that. And when you type your message will actually totally change in quality? In in, that’s a really great experience. So just always, always keep asking, How do I want people to feel? How do I want them to feel when they come to our website? How do I want them to feel when they walk in the door of our event? How do I want them to feel when they’re advertising or hosting or sponsoring or any of those things. And that that’ll that’ll get you to the experiences part. I

Brandon Burton 48:11
love that that’s a good gauge right there just to kind of make sure that what we’re doing is the right thing and getting people to to engage and feel good and hit on those emotions that brought them there in the first place. So Amanda, I enjoyed this conversation and having you on the podcast, I wanted to give you an opportunity to share any contact information for listeners who may want to reach out and connect or share where they can find your book or anything like that, that you’d like to share with the audience feel free.

Amanda Lea Kaiser 48:42
Yeah, absolutely. So you can find me at amandaleakaiser.com. It’s Amanda, Lea, and then Kaiser like the role.com. There’s information about the book there. It’s there’s information about speaking, there’s a newsletter all about engagement that I put out once once a week that you can sign up for if you’d like or you can type elevating engagement into Amazon or any online bookseller and you’ll find my book there.

Brandon Burton 49:09
I love it. Well get that in our show notes for this episode. But like I said, this has been an engaging conversation and I hope the listeners feel so as well. And that it may prompt them to make some micro wins to put themselves out there a little bit to touch on those emotions understand why their members are there and what can you do to make them feel the way that you’d want them to feel. So Amanda, thanks again for being with us today and for sharing your your insights and for for sharing this book as well.

Amanda Lea Kaiser 49:41
Thank you so much, Brandon, this has been delightful.

Brandon Burton 49:45
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Fostering a Sense of Belonging with Velma Knowles

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Brandon Burton 0:00
This is the Chamber Chat Podcast, the show dedicated to chamber professionals to spark ideas and to get actionable tips and strategies to better serve your members and community.

Hello, Chamber Champions. Welcome to Chamber Chat Podcast. I’m your hosts Brandon Burton. And it’s my goal here on the podcast to introduce you to people and ideas to better help you serve your Chamber members and your community. You’re joining us for a special episode as part of our 2023 ACCE Chamber the Year Finalist Series.

Our title sponsor is Community Matters, Inc. With nearly 20 years in the chamber industry and over 100 media awards presented to their chamber partners, community matters provides the R&R that every chamber needs, revenue and recognition.

When it comes to publishing a Chamber Map directory or Community Guide, Community Matters has a trusted experience to help your chamber accomplish your goals. With different advertising sales models and publication styles, Community Matters will help you create a non-dues revenue machine!

Let’s hear from Becky Womble, President of the Bastrop Chamber to hear about her experience with Community Matters.

Becki Womble 1:03
I’ve been using Community Matters for probably six or seven years now. And in a previous life, I sold commercial printing so I can highly recommend Community Matters because it’s a complete turnkey job for any busy chamber exec and it’s a wonderful, beautiful printed product whenever you’re finished. And I just I’m very sold on Community Matters. And with a printing background I just big endorsement from me.

Brandon Burton 1:44
To learn how Community Matters can support your chamber with your next publication. Please visit communitymattersinc.com/podcast To request your free media kit and request a proposal to find out what kind of non-dues revenue you can generate.

Learn how you can partner with Community Matters, Inc. to produce your next Chamber Directory, Community Guide or Map.

Our guest for this episode is Velma Knowles, Velma is a Gallup strength certified coach, human behavioral expert and best selling author from helping to build the Conservation Legacy of the Bahamas to leading award winning membership growth for associations. Boundless passion is helping organizations build a value driven culture of belonging. Velma enjoys photographing birds riding bikes and pretending she likes to exercise, Velma and mix excited to have you with us today on Chamber Chat Podcast, I’d love to give you an opportunity to say hello to all the Chamber Champions who are out there listening and to share something interesting about yourself so we can all get to know you a little bit better.

Velma Knowles 2:37
Well, Brandon, thank you so much for having me here today on your Chamber Chat Podcast. And thank you for the kind introduction. Something that listeners might not know about me, other than you’ve revealed my big secret, which is I’m from the islands of the Bahamas, now living here in the United States. But one of the things that they may not know is that I cut a demo recording at the age of 17 in the hopes of becoming a big country and western singer, which we know by the end of this episode, that did not happen.

Brandon Burton 3:18
That’s exciting, though. Not everybody can say that. And it’s kind of putting their their neck out there. So to speak, and and take a risk. So good job. So I’m curious where in the Bahamas are you from? Yeah,

Velma Knowles 3:31
so I was originally born on the island, the island of Nassau New Providence, like so officially now. And I have family throughout mostly in the Abacos and in Long Island.

Brandon Burton 3:43
Okay, well, hopefully you have a chance to get back there often.

Velma Knowles 3:47
So I do try to go several several times a year. Yeah, that’s

Brandon Burton 3:52
great. So I like giving all of the guests that I have on the show and opportunity just to tell a little bit about the work that you do. Kind of your business structure how you serve, especially when it comes specifically to Chambers of Commerce. How your your work aligns with chambers. Sure.

Velma Knowles 4:12
Yeah. Thank you again for that opportunity. For those that might not know me or a little bit about me, my career includes 20 Plus, and I always say plus because after 20 years to stop counting, but yeah, does 20 years working inside so I’m one that has been inside the not for not for profit space, especially in the association and world of providing services to members. And my span of expertise encompasses marketing, a membership engagement, retention and growth board, strategic planning and engagement and then of course, leadership development. And I want to just caveat that leaders To me are across the organization, they’re not those that are in higher positions. But I think everyone in the organization is a leader in one way or another. My last position was the vice president of member experience with a little brand that folks might have heard of called AAA. And so today, triple A services about 60 million members across the United States, and then Canada, Europe worldwide for the other arms of that Federation. In 2017, I had the opportunity to venture out on my own, and I felt called to serve more associations. And so today, I have my own business. It’s called leaders pathway where leaders go to grow. And that word leaders means you as the individual and your organization, I believe that your organization can only grow higher as you as the leader grows higher. And so it all starts inside, in order for it to grow outside. I work with chambers, not for profit, which could be donor based organizations, member based organ associations across the country. And my focus is really to help them create this culture of belonging where the members, the employees, and the board, which is that that ultimate leadership in there, they feel like they belong in that organization. And I know we’ll talk a little bit more about that as we go forward. But I truly believe that when you as an a leader of a member based organization, when you create that culture of belonging, you’re going to solve the challenges that you face around engagement, which I know is like top of the line and on everyone’s buying, retention, which we are we’re struggling with across the board, and then ultimately moving from stagnation or, you know, a declining growth to a sustainable model for growth. So I hope that level sets a little bit about me, I do executive coaching, I do strategic planning, I do public speaking for workshops, and conferences. And I also do employee retreats and membership planning. Very

Brandon Burton 7:18
good. Now, that definitely gives us a good snapshot of the work that you’re involved with. And I love the focus on leadership. And I think no matter what position you serve at at a chamber, that you are a leader, you’re helping to drive the vision for your community. And if you are the chamber executive, you should be thinking about training the next leader, right? So at some point, you will leave and you want to make sure you’re leaving the organization in a good position to continue growing and have that strength. And I love to you when in the context of leaders, you talked about kind of hitting the the potential and everything I think it’s John Maxwell talks about the lid, yes, the organization is only as as good as the leader right if the leader caps at a certain point and the organization caps so we want to be able to unleash that lid so that the organization can grow so well Velma and I’m excited to get into our conversation today. And we’ll be focusing our you know, the bulk of our conversation around the idea of fostering a sense of belonging as you alluded to, and specifically to impact membership growth. So we will dive deeper into this conversation as soon as they get back from this quick break.

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Donna Novitsky 10:52
Hey there, Donna Novitsky, CEO of Yiftee here, and we are all about the shop local movement. We’re working with more than 500 communities like yours and 15,000 small businesses like your members. We’re big fans of Brandon and his Chamber Chat Podcast, so we’re helping to sponsor the show. But while I’ve got you here, what’s a Yiftee? You ask? It’s a digital gift card branded for your chamber that people spend only at the local shops that you authorize. In 2022 we drove 10’s of millions of dollars to small businesses in the US. The program is free for chambers and free for your local shops. You can sign up for a live zoom demo with me or one of my teammates yiftee.com/demo or email sales@yiftee.com. That’s why Yiftee.com. That’s it for now back to the show.

Brandon Burton 11:50
All right, Velma. We’re back. So as we talk about fostering a sense of belonging to impact membership growth, what does that look like? From your perspective? I know you had mentioned, you know, fostering a sense of belonging for members B, it also mentioned for the board. So how do these dynamics play together for the strength of the organization? Yeah,

Velma Knowles 12:12
sure. Well, if the if you haven’t heard me speak yet, you’ll you’ll hear this message over and over again. And that is that I believe that there are three things that everyone everyone wants in life, it doesn’t matter if you are the board member, the member of the organization, the staff and employees, there’s three things that everyone wants. And what they want is to be seen, to be heard, and to be valued. See, to me fostering a sense of belonging is you have to build a connection. And in order to do that, you need to be able to see people for who they are to hear them the voice and the things that are on their mind. And then to value them and their contribution. Engagement is not an activity. And when I when I look at what the you know, my my clients are doing what chambers and associations or member organizations in general, what they do is there like a heavy focus on engagement, and I totally my whole heart understand why. But engagement is is not an activity that you do, you don’t, you know, have this webinar or have this conference to get people engaged or recruit people into volunteer, it’s about a connection. And when people are connected to the mission, and when they’re connected to the individuals. That’s when you see this sense of belonging happening. I’ll give you a good example. Myself, okay, I was a member of an organization that shall remain anonymous, because we’re not promoting anyone. And then, you know, this worldwide pandemic, came into play some time in our life here. And in the end, all of a sudden, a lot of things kind of shut down. And so when it was time to renew my membership, I was like, Well, you know, I can’t I can’t go to the functions that can’t do things the normal way. And so I, I paused, I know, I paused my membership, or full disclosure, and I said, I’m not going to renew. And then you know, as things started to get back into what we would consider the next stage of this work, force, the next work environment that we’re in and, and moving on to the future. I said, you know, what, I miss my connections. I miss the people that I was so close to when I was there. And so literally, I really, you know, reinstated my my membership and they took me back. And the big idea whether it was a webinar, which is, you know, a service you provide, or whether it was the annual conference, or whether it was the mag Xen I got or whether it was, you know, a lunch and learn that they had or coffee club that you got to go to whatever the Chamber’s had available to us. It was an opportunity to connect with those people that I have a relationship with. And so I say that to say that when you create a sense of belonging, you’re really creating a place for people to connect. People need to feel like I’m seeing when I’m there, people recognize me, Hey, Brian, great to see you. I, you know, me, and you’re connecting with me, you hear me? If I tell you that I have this problem or this challenge in my business, you hear what I have to say. And it’s not just listening for the sake of listening, but it’s listening with a focus on how do you help me solve that? And if you can’t solve it specifically from the chamber, how can you connect me to a resource that you might have that can help you solve that? And then do you value me, and I don’t mean value in the sense of the dollars that I pay for my membership, I mean, value me in the sense that you appreciate what I can bring to the table, maybe there’s a specific strength that I have, or a specific expertise that you could tap into, that is a resource for someone else in my community here in my chamber, that that has a need. And so I just feel like personal connections, build engagement. And engagement is, is fortifies retention, and retention gives you results. But connections are not products. It’s a personal connection. It’s not a product, like a webinar, or conference, or any of the beautiful things that we use, those are just vehicles to help us create that connection.

Brandon Burton 16:59
So you’re really upsetting the paradigm they’re not an activity and personal connections are not a product. Right? So, man. I appreciate the three things you talked about. Everybody needs to be seen, heard and valued. And, and I think from a board perspective, as as a chamber executive working with the board, I think those three things are, they’re super important to implement. And I think you can be very strategic with how you do that. Because you’re, you’re dealing with a limited, you know, a finite amount of people, right, that you’re trying to have seen be seen, heard and valued. As you open that up to the membership in general, everybody tends to join the chamber for different reasons. They I mean, they all join probably to raise their bottom line, right to make a little more money, benefit their company, but the way they the vehicles to get there, they see different value with the chamber. Right. So as a chamber approaches individual members, how do you make those personal connections to help them be seen heard and valued? Sure.

Velma Knowles 18:15
Yeah. And I think it gets to how do you create those communities within the community. And and I say that because coming from, you know, working inside a very large Association, and then working voluntarily with some chambers offering support to help them in their membership growth. As a member of that chamber. What I’ve found is that, you know, all members are important. Get ready for this one, but all members are not equal. And so what that means is that if you as a an association, you have a very small staff, even if you’re a big chamber, you have a small staff, and you can’t be all things to all people. And so marketing segmentation, which is not anything new here, but really trying to understand that 8020 principle, but warming what is known as these micro communities, or a community or, you know, a special interest group is another way of labeling it, but it’s a community within the community. So you have a member base, and then you look at that member base, and you say, who’s really, you know, my, my big 8020? Right, the the members that are truly engaged, that are volunteering, that are sponsoring that are doing the things that elevate the whole chamber, and then you say what of those individuals what is the needs that they have and form groups so that other people can connect on a smaller scale to get their problem solved and see a greater value in In the return for the dollars that they’re investing in, so I think it begins with really understanding, you know, where it where are the chamber champions, we will use your word a coin here, which I love. Where are those champions, those chamber friends that are inside the association and organization? And how can you create those sub communities that allow others to come in and feel seen, heard and valued, because it’s a smaller group, where everyone can have a place? You know, when you when you when you look back, and you research the whole idea around? Why chambers exists? Why, why what is a chamber of commerce, a Chamber of Commerce is really a place to, we’ll use the word network, which is the kind of the old school hat, right? Because that kind of has a different connotation. What is networking, ooh, nobody likes to network, I want to bring that forward to today’s and I want to modernize it in the 21st century. And it’s connection, it is not networking here, here’s a business card like speed date, it’s truly connecting and being seen, heard and valued. And I think when we can put on that, that member, first that people first sense of, of a culture, we’re trying to build those connections in a genuine way. And I really want to say genuine, genuine rapport. That’s when you reap the benefits of greater engagement, retention and growth.

Brandon Burton 21:34
So great, great response, the thought that comes to my mind, is this unnamed organization that you are a member of and drop the membership for a short time and then miss the connections that you had. Was it the connections with the leadership of that organization? Or was it the connections with the other individual members of the organization?

Velma Knowles 21:57
Very good question. And so let me let me do this. First and foremost, it is the members first, and for to me, they were members in that association or organization that I couldn’t wait to hug again, I couldn’t wait to see to talk of old stories and to make new memories. But did I have a connection within the leadership, I would say that it was selected. And, and it’s because you know, when you when you have, when you have a staff, and I’ve been in those shoes, you’re working in a small organization where you got a lot of members, but you’ve got a job to do. And so you’re very focused on trying to get the job to do and, and sometimes you can miss the person, when you’re focused on getting that project. And this is in any organization, you know, we tend to focus on project project project, but then we missed the person. And I think for me, it’s been where certain individuals in the leadership of the organization has seen me, and they hear me and they value me, and they’re like, oh, yeah, great, you know, and there’s that connection. But then unfortunately, that doesn’t trickle down to the entire team, even if their entire team is five people. And so that’s why I go back full circle, that, to create that culture of belonging has to begin on the inside, you know, if your employees feel like they’re seen, heard and valued, you’re going to foster that type of behavior, that’s going to then trickle outside. And then any member in your organization any prospective or like, I like to call them future member, any future member is going to be like, I gotta belong, they have random makes me feel like I missing out on something, I gotta, I just want to be there. Because I want to be among that, you know, people like Brandon. And I think that’s where the opportunity, that’s why I’m heavily passionate about, you know, your, your leadership has to in leadership across the organization, they have to buy into this culture of belonging, and then live that out every day for your members to be able to experience that and then want to stay.

Brandon Burton 24:10
I thought that’s where your response might go. So like,

Velma Knowles 24:18
oh, my gosh, I feel like Okay, pass the test.

Brandon Burton 24:24
So, I love the line that you had said about how all members are important, but they’re not equal.

Velma Knowles 24:31
Yeah, I

Brandon Burton 24:32
just need to let it sink in. Right. Yeah. Usually

Velma Knowles 24:35
when I say that, when I’m at board, you know, when I’m with my clients, and I do a board strategic planning session and, and, you know, we were talking about membership member engagement, member experience, and then they’ll, you know, they kind of throw some things at me and I’ll say, Well, you know, just let this sit for a minute. Okay, I’m gonna let this just let this plane land here. And and I tell them, you know, members are important. And everybody’s like nodding their head. Absolutely. You know, because they’re all members, everyone on the board is a member, right? Yeah, in different levels of capacity representing their companies. And I said, but all members are not equal. And then I’m like, will they ever bring me back to work for them again, right? So you know, and then it kind of sinks in, and then one or two people will say, Well, can you expand on that a little bit. And so I think that it’s, it’s not to take anything away from the the value of each individual in a member, you know, organization or customer if for that matter, because, you know, I wrote the book, the valuable leader, that’s my shameful plug in. And so I, I truly believe everyone brings value, but you’re running a business, the chamber is a business, it’s not for profit. It’s not nonprofit, right? It’s a it’s a business. And so you have to apply some strategic business processes. And that that’s one of them. Yeah,

Brandon Burton 26:03
and I think oftentimes, those members that are of higher value and value, there’s different ways to assess value with a member, right. But you talked about an 8020 rule. So you may look at that 20%, that are really bringing in 80% of those key metrics. And that may be a good pool to look at, as you’re looking for future ambassadors there, people get what your chamber does, or people who can get on board with your vision, and help make those connections with other businesses in the community. So I love that you point that out, you draw attention to the 8020 principle, and, and lean into that. So there’s a lot there. So I feel like I have to ask you, you have a term called Tiger Teams, can you tell us a little bit of Tiger team is and

Velma Knowles 27:00
yeah, tiger team. So when I was working inside the association world, one of the things that I got tasked by the CEO to do was to turn around a membership deficit. Now, you know, this is a big number. But if you put everything in perspective, wherever you are in the world, if you are losing members, it is a big number. Okay? Because it’s a problem that you have a big challenge you have to face. And so we had a, we had a huge member deficit that needed to turn around. And I was in the marketing department. And if you work in any support area of a company, you know that you’re there to serve the operations teams. And so to be called on to lead such an important task. First and foremost, I had the considered it a career opportunity for a promotion, or a career limiting move. And, and so thankfully, it turned out that I had the opportunity to literally turn this deficit around. But I didn’t do it by myself. And I always say that whenever I engage or work with, you know, coaching for for clients, or if I’m a part of the board planning, I always say that I don’t, I don’t have all the answers. But all the answers are in this room. And so I had this idea creatively, to tap into the various what I would call experts in each department. And so no matter how small your organization is, it’s got individuals that have a different discipline, a different set of lenses, if you will, that they look at the business every day. And so they see things and have a perspective, that’s very different than yours, right? And sometimes, I know we can, we can have such a deep focus on what we’re doing that we end up with blind spots, I like to call them blind spots where we just can’t see what’s what’s outside of our vision, and someone coming from a different lens can see what maybe you can’t and so, the idea was to bring together this group of people and the marketer in me said, nobody wants another job to do especially in a small organization. How do I how do I, how do I motivate? Or how do I inspire? How do I, you know, just bring this group where they want to belong to this to this challenge that we have this task force and it was called the task force, the membership retention Task Force, and I was like, Ah, I think you know, that just painful, right? And so I decided that I was gonna rebrand it, and I came up with teen Tiger. And so the tiger was a inside marketing strategy, if you will. that I created. And so I came up with a new name. And the team Tiger consisted of those that were going to be very passionate about running after, you know, running after the members that we were losing in the hopes of bringing them back and setting the stage to really give a roar, if you will, around how important it is to belong, the value proposition that you would get and really shoring up some of the things that that we felt we were missing. And so team Tiger became known throughout the organization, I just started talking it up. And it was interesting, because within eight months to a year, after testing a lot of ideas, I had people volunteering, can I be on Team Tiger? And so I was like, Well, you know, we’re really right now we’re just trying to kind of manage, because we didn’t want it to be too big either. Because then it becomes, you know, it becomes a place where it’s harder to have everyone be seen, heard and valued, right, becomes too big. So we did, we did rotate folks off because of other responsibilities and to bring in new perspectives. But it worked. So well. And you know, that it, we not only turned around the deficit, but we exceeded our goal within the time of budget. And so it’s safe to say I was able to keep my job. But then after, after that time, in the in that organization, I got tapped by another CEO, because sometimes people think, well, that’s a one and done. And, you know, it was a silver bullet. And you guys had some tricks of the trade. And for a while there, I thought that to Brendan, but then I got tapped by another CEO. And he said, I heard about what you did in this organization leading this team Tiger. And I was like, wow, you know, news travels. And he said, I would like to, I’d like to talk to you about doing some consulting workforce. And I was like, Well, I don’t really consult but I coach, there’s a big difference, you know, because I think you’ve got the power and you’ve got the talent, they just need a different lens, a different perspective, right, someone to come in and kind of cheer them on champion them and their cause and their tie in and reenergize them. And, and so I had the opportunity to engage with them, it was three weeks of doing some preliminary roll, you know, just kind of getting the lay of the land. And then I was asked to go to present to the board. So they flew me up for a 20 minute presentation. And I couldn’t even go to the board meeting, this was so funny, because they flew me to did to go to the board. But I can only come in the board room at the time of my presentation, which was only going to be for 20 minutes. And so I was like, okay, so I went in, I really didn’t have anything to report on. I mean, it’s three weeks, so you can’t really get a good feel for Okay, here’s, here’s the solutions you need right now. But I, I did present a business case. And, and not only a case, but a pathway forward, if you will, I call it the pathway principle. And it’s just really four things for them to have to look at, you know, know your numbers. And so really getting into your your data, your member data, know your numbers, know your resources, you got to know resources. And when I talk about resources, I talk about who you have in the organization, and who you have outside your organization, resources, like staff, or like members that are a part of your organization in your chamber. And they have expertise, but but also your partners, and your vendors, right, or industry vendor partners, because they’re due or different. Sponsors may be different as well. But those expertise, so know your resources, number three is you have to know your value. So is the value that you bring to your member base, relevant, as my good friend, Mary buyers would say, is the relevance there today as it was when you first started. And I think you know, for all of us, we have to take a look at what our value is, as we go forward. And then the fourth step on that pathway principle is really to know your plan. And that sounds very simple. But it’s not easy. Because everybody’s got a day to day job. And so I just presented that pathway principle and the thesis that I had so far, and at the end of 20 minutes, my my time was over. And we met when we met at around six 630 for cocktails, and it was then in there that the CEO said I’d like To bring you on board 100% full time, we want you to work with our organization to turn around our membership, retention deficit. And I thought, Okay, I got a year. And three years later with Team Tiger inside another organization, we won the Federation growth award for the highest net growth. Year over year, every year, we exceeded budget. So it’s not me, I really, really really don’t want to, to shortchange anyone here it is the collective connection. I’ll go back to that, again, of having the right people on Team tiger with with a focus of creating that culture where they want to belong, and where people want to belong as members to

Brandon Burton 35:51
very good. And your right, team Tiger sounds way more sexy than membership retention task force. So for anyone out there who’s on a membership retention Task Force, maybe, you know, think about rebranding it. Yeah,

Velma Knowles 36:03
I tell you, it goes. It’s just built curiosity. And you know, curiosity sparks interests, and interests, then return gives you a return on your investment.

Brandon Burton 36:15
Right? Well, Velma, as we start to wrap things up here, I want to ask you for any chamber champions that are out there listening who wants to take their organization up to the next level? What kind of tip or action item might you share with them that they can implement it their organization?

Velma Knowles 36:33
Right? Oh, yeah. When I thought about this question, because in full disclosure, you gave me all these questions. And, and I thought, well, what would what would I want someone to say to me, and I could rattle off several different tactics that you can test. But I think they’re shortchanged. And I don’t think you have to know more about that chamber in order to really give them good direction there. So for me, I would say, if there’s one thing I would, would challenge, or even encourage my chamber champions to do is to, first and foremost, look at, look at your, your organization, your communication to your members, and to your future members. And ask yourself, Am I focused on communicating how I solve the problems that I know they have? Or am I focused on communicating the services that I offer? I think there’s a big difference between, you know, when you say, I’m going to communicate the problem, the solutions to the problems I solve, versus the services that I offer. Services are, you know, things that you get from membership. But everyone has those services, right? I mean, just about even even for profit organizations now have member based organizations, Facebook, and Amazon, and they have magazines, and, you know, they may not have conferences, but they’ve got a lot of different other benefits that that that are traditional in our membership model. So I think when you focus on selling the problem that you solve, giving them the solutions to the things that you can provide, I think that that over the service, because it services services, that is what I expect, solutions is what I need. Right?

Brandon Burton 38:27
I had heard a quote, it’s been a few years back now, but it went to the the effect of if you can define the problem better than your future customer or client member, whoever it is, they assume that you have the answer. So if you can get good at defining their problem, they will assume that you have the answer. So to your point with communication that is key. So as we look to the future of chambers of commerce, how do you see the future of chambers and their purpose going forward?

Velma Knowles 39:00
Oh, you are going to be so surprised by this one. But I think the future of my chamber champions out there, and I would, I would invite all businesses, so if they they listen in anyone outside of this listens in, I think that your greatest future opportunity is focused on connection. You know, the Surgeon General of the United States here has reported in this timeframe that we’re in that one of the greatest health crisis is not it’s not heart disease, it’s not, you know, smoking or cancer or any of those other really, you know, detrimental health issues that that we face. It’s it’s loneliness. And the solution to that is connection, and it brings us full circle because the primary reason of the existence for our chambers is to connect people So I really, really believe that I’ll use the quote that, you know, if you want to be stronger. You know, if you if you want, how does it go, if you want to go fast, go alone. But if you want to go further go together. And I think partnerships through collaboration is a way that you’re going to be able to provide solutions to problems that don’t even exist today for your future members and existing members. And it’s going to allow you to be viewed as innovative, creative, and a leader in really bringing organizations together. And I think that is going to elevate your board leadership. It’s going to elevate your member engagement, increase your employee retention, and it’s going to give you a sustainable organization for the future.

Brandon Burton 40:56
Very good. I love it. Getting back to the basics back to the roots of what chambers are all about. Well, Velma, I wanted to give you an opportunity to share any contact information or places you’d like to point people to follow you or connect with you and learn more about the services you offer. Anything you touched on today. Where would you point them to? To connect with you?

Velma Knowles 41:19
Yeah, sure. Thank you. Thank you, again, so much, Brandon, for the opportunity to be on the Chamber Chat Podcast I and to be such a an easygoing post. So I appreciate that. No real tough, tough questions here. But thank you so much for helping me be well prepared for our listeners. It’s really truly my honor to serve today. And I’m very easy to find. i My website is my name Velma Knowles and so it’s VelmaKnowles.com. And if you go there, I have some resources that are just free that you know, anyone can tap into some of them are on membership, and some are on leadership blindspots communication things that can help your team inside the organization level up, if you will, and then help your help your organization from a growth retention engagement standpoint. So I would just suggest go to VelmaKnowles.com, of course, I’m on LinkedIn, under the same name, and, and so and social media channels as well. I’m in on YouTube, I have a small podcast, a YouTube podcast called Your Leadership Chat.

Brandon Burton 42:32
Very good love podcast. So I know you check out Velma there. And we’ll we’ll get all of that in our show notes to make it easy for people to click and follow yes and learn more about what you have to offer. But I appreciate you spending time with us today. Here on chamber tap podcast, you provided a lot of value, a lot of perspectives. I took a lot of notes, and a lot of good. I don’t want to just say one liners because I think that shortchanges them but those lines that make you think you know and make you kind of look internally a little bit more and a little deeper on the the comments he made today. So thank you for for coming on and sharing that and I really do think you’ve provided a ton of value for us today.

Velma Knowles 43:14
Thank you, and thank you to the listeners and for supporting the Chamber Chat Podcast.

Brandon Burton 43:21
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