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Category: Staffing

Attracting Remote Talent with Justin Harlan

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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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Brandon Burton 1:44
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Our guest for this episode is Justin Harlan. Justin is the managing director of Tulsa Remote, a program honored on Fast Company’s prestigious list of world’s most innovative companies for 2022, which recognize its unique approach to attracting remote workers to Tulsa and promoting economic development in the city. Under Justin’s leadership Tulsa remote, the largest relocation incentive program in the US has grown more grown to more than 2200 members. Justin has represented Tulsa remote at international conferences like Web Summit and collision conference, where he shared the power of the programs community building efforts and benefits of remote work. He previously served as the Senior Executive Director for Reading Partners Tulsa launched his career with Teach for America, Oklahoma, when it opened in Tulsa in 2009. and was a founding board member for collegiate Hall College Prep Charter School in Tulsa. Justin’s passion for promoting community growth and development extends to his personal life as well. He and his wife Megan run to fitness studios in Tulsa, pure bar, South Tulsa and row house, South Tulsa, Justin holds a Master’s of Business Administration from the University of Tulsa

. Justin, 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 Chamber Champions that are out there listening and to share something interesting about yourself so you can get to know you a little bit better. Sure, wait,

Justin Harlan 3:31
it’s good to be here. Thanks for having me. I appreciate the invite. And yeah, it’s a it’s a awesome opportunity just to be able to talk to chamber leaders because so much of our work overlaps with the chamber here. And I think it’s really a team effort as it relates to, you know, attracting people to a city. So this is great. I’m looking forward to the conversation. Let’s see a fun fact about myself, you know, you’ve you’ve rattled off most of what makes me interesting already. I was a music major in college. So that’s often a you know, maybe a fun fact that it doesn’t get read. I initially came to school down here in Tulsa as a singer. So as a vocal performance major and quickly learned that probably wasn’t going to be how I made a career. And so I also added a business degree and you know, kind of thought maybe I can mix the music with the with the business and go into the business side of the arts and got into the nonprofit world. And I’ve never looked back. So there you go. There’s a fun fact that oft often doesn’t make the bio. Yeah, that’s

Brandon Burton 4:30
good. I’m sure there’s more discussion there that can be had. Regardless, it’s always interesting to find how people find themselves in this world today. So I appreciate you sharing that that bit of your background. So I shared a little bit about what Tulsa remote is in the in your bio, but why don’t you take a few minutes and just tell us really what Tulsa remote is what the focus of the program is. Kind of how you go about your work and obviously we’ll get into much deeper calm realization about it throughout the episode, but give us kind of that high level of what is Tulsa remote?

Justin Harlan 5:06
Sure, Tulsa remote is the largest network of remote workers that have come through this incentive program that started in 2019, when we brought about 70 people, and obviously the world changed for all of us in the way that we are working in 2020. And we’ve grown substantially since then. About 380 People came in 2020, about 950 and 2021. We had just under 800. Last year. So yes, we’re up over 2300 people now that have moved to Tulsa and the $10,000 is often made, what makes the headline, because it’s a very unique approach to talent recruitment, but more than the $10,000, which at the end of the day really covers that the moving costs and somebody occurs for moving across the country. It’s the community that really attracts people, it’s the ability to plug into a new town quickly, leave a mark on a midsize city and get connected to remote workers in organic ways that maybe share different aspects of your background, but don’t work directly alongside you. And we’re really good at helping people get plugged into the community and, you know, contribute to Tulsa quickly, which I think is really what makes us stand out and what has led to 90% of people staying beyond that year commitment that they make when they accept that incentive to move to Tulsa.

Brandon Burton 6:23
All right, that definitely helps to kind of set the stage for our discussion today. I know chambers across the country are they’re battling this idea of being able to support businesses with remote workers and being able to attract remote workers to their community, especially if maybe a spouse takes a relocation to a certain community and and there’s that trailing spouse and and maybe you know, remote work may be an option for them as well. But I’m excited to get in deeper into that conversation. Some of the things you guys have seen and approaches taken as soon as they get back from this quick break.

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Brandon Burton 9:09
All right, Justin, we’re back. So as I mentioned before the break, I’m excited to learn the approach. So first of all, I guess what I’d like to maybe address is oftentimes Chamber of Commerce will be presented with an idea of a new program to implement in a city and maybe they implement it. And then it spins off to become its own nonprofit and operates under its own power, but it was started and spun off by the chamber. From what I understand Tulsa remote kind of started a little bit differently, but you guys do work hand in hand oftentimes with the chamber. So tell us a little bit about the origin of Tulsa remote, how it came to be. And I want to hear it just for the benefit of listeners who you know, are trying to adapt for their community. how something like this might look? Yeah, the origin

Justin Harlan 10:05
story for Tulsa remote really was two different things we’re trying to tackle. And it started at the George Kaiser Family Foundation, and still continues to live there. But like you mentioned, we work hand in hand with the city and the chamber and a lot of different partners to really make this successful. But it really came to be for a couple of different reasons. First, you know, we in Tulsa, and really the state of Oklahoma have been reliant on the oil and gas industry, pretty much in our entire existence as a state. And even in the best of times, that’s a very volatile industry, that can be a roller coaster ride. And, you know, we have a lot of great talented knowledge workers here. But the reality is for us to keep up in the future, we need more. And that was one kind of lightbulb moment, I think early on, it’s how do we attract knowledge workers in a way that isn’t reliant on one company, but goes after the individual. And just so happens that a lot of knowledge workers have been working remotely for a while. And you know, we had obviously no idea pandemic was coming. But you know, in theory, if you can attract remote workers, chances are that’s going to be a knowledge worker. And that was one big thing that was attracted to us in creating the program. We also have learned from programs like Teach for America, which as you read was in my is in some of my career history, that it often takes people have an incentive to get to Tulsa. But once they’re here, they’re very likely to stay, it’s, it’s really easy to get plugged in, it’s really easy to put roots down. And once somebody is actually willing to give it a chance, you’re very likely to fall in love and make this home for a while. And so there was also, you know, in addition to the need for knowledge workers and trying to attract talent, there was also this belief that if we could just incentivize people to come that they would stay, they would stick around, they’d find a home. And that certainly has turned out to be true. But that’s really how the program started is a Talent Recruitment initiative that also knew that it’s going to take a little bit more to get people to get Tulsa chance. But if they do come, they’re going to stick around. All right.

Brandon Burton 12:13
So you guys are primarily identifying remote workers to bring to Tulsa and make Tulsa their home and then continue their current employment in most cases, it sounds like remotely from wherever they’re coming from. How are you approaching specific businesses? I mean, you mentioned you want to focus on the individual rather than businesses. But how do you focus in promote Tulsa to do that, that specific niche audience of somebody who’s able to remote work? And are you providing opportunities for them to remote work while making Tulsa home?

Justin Harlan 12:51
Yeah, you’re exactly right. We’re going after individuals here. And all of them have to have a full time remote job when they come to Tulsa through the program, they have to be over the age of 18 are eligible to work in the United States and have lived outside of the state of Oklahoma for at least a year. And in doing so our recruitment and marketing initiatives are all really pointed at the person. And what we found, especially over the last couple of years, as I believe people have really reassessed their priorities in life and tried to figure out what am I what am I actually looking to get out of life in general, and what’s the role that we want work to play in it? I think cities like Tulsa, midsize cities that are still really affordable, are going to rise to the top as places that people want to be, you know, to kind of give you my Tulsa sales pitch. We have an incredible outdoor amenity scene with the largest public park that is privately funded in the gathering place. It’s free to everybody and just amazing. Named USA, today’s best Park in 2021. We have an amazing food scene where this year we had seven James Beard Award nominations, which is more than Las Vegas, it’s more than the entire State of Kansas and the rest of Oklahoma combined. You know, we have amazing music. So I say all that to say it’s a really high quality of life that gives you everything you want in a city, but it’s at a low cost of living. So you’re paying about half the price for twice as much space as you would in New York or LA or San Francisco. And to me, especially as proximity in our work becomes less important to be able to get that high quality of life and a low cost of living when placed does not matter anymore as it relates to where we’re working. I just think that places like this places like Tulsa are really going to benefit from that. And Tulsa remote is certainly one way that people are coming to the city, but I believe there’s people coming on their own too. We’ve seen a huge positive net migration over the last 13 years and I believe that’ll continue.

Brandon Burton 14:51
Right. So maybe you mentioned this and I just missed it but as far as the $10,000 to grant to help people make the move. Where’s that grants being funded from is that the city itself is that the foundation where where’s the the funds coming from?

Justin Harlan 15:09
Yeah, as of now, I’ll expenses come from the foundation, the entire budget to date has been spent directly from the George Kaiser Family Foundation. We had some recent legislation that was passed in the state of Oklahoma that allows for Tulsa remote to qualify as a proxy organization that’s recruiting quality, remote jobs, we’ve had some legislation in the state since the late 90s, called the quality jobs act. And they actually expanded that to include remote workers in 2020. And then we can basically get reimbursed for the employer tax dollars that are coming to the state through the individual that we recruit up to $10,000. And there’s a lot of, you know, there’s a lot of things that have to happen in order for us to get that full amount. But the long and short of it is if we continue to recruit the type of people that we are today, it will take us about two years to get that full $10,000 back for each individual. So pretty soon here, we’ll start seeing this program sustained and continued to, you know, pour in financially from the state for the first time, which will be a really great representation of that private and public partnership.

Brandon Burton 16:20
Right. So I know in your in your bios, I introduced you. It mentioned something about your passion for community building and economic development. And I believe I’d shared with you that Doug Griffiths actually recommended that I have you on the podcast and a lot of people listening know him as the author of 13 ways to kill your community. As you look at community building, how does Tulsa remote fit into building Tulsa? Obviously, you’re promoting Tulsa. But how do you see your role with Tulsa remote in in community building?

Justin Harlan 16:57
Yeah, I think first and foremost, it starts with the people that we’re selecting. And we look for people that have an eye for community and a track record that backs up their words, we look for people that have given back to the community that they’re coming from, and have been thoughtful about ways they hope to contribute to the city here. So I think first and foremost, it’s all about that selection process and knowing what you’re looking for, and then finding people that match up to that. And then we have people waiting, when you get here into town through Tulsa remote to get help you connect, we explicitly state on day one, that our goal for you as a member is that you do not need us as Tulsa remote to love the city of Tulsa, I think we’re really doing our job when we help somebody integrate into the community in a way that aligns to their values and passions and gives them real ways to contribute. And a lot of it, I think this is really just community in general, I think a lot of it has to do with how we as individuals enter into a space, what’s the posture that we take, when we’re sitting at a table of people that have been there their entire lives? And we’re entering in for the first time? How do you come in willing, and eager to help, ready to listen, and not coming in with a posture of I’m here to fix everything that might be broken? You know, and I think that a lot of that is also in the coaching and support that we give to our members. If you want to come in and make a difference, I think the very first thing you can do is listen and learn everything that’s already happening and integrate into that. And are there ways you can contribute and make things better? Absolutely. But if you come in guns blazing from the get go, you’re really not going to make a good first impression. And I think that’s incredibly important, as we all consider ways that we can help, you know, form a strong community.

Brandon Burton 18:41
Yeah, I think having that warm welcome. And that posture that you mentioned, I think Doug mentioned that in his book, that’s one of the ways to kill your community is to not welcome outsiders. So being able to be welcoming. Show them that there’s a place there in Tulsa for them and your community. As you’re seeking us, right.

Justin Harlan 18:59
I mean, I often say like we were all you know, we were all new to the city at one point. And if you’ve been here your entire life, you were still new at one point in your journey was a little different, but to you know, to kind of shun people or push them out simply because they’re new, I just think doesn’t pull out what we love about diversity of voice and diversity of thoughts and diversity of background. I just think that that is really what makes us stronger.

Brandon Burton 19:25
Absolutely. I couldn’t agree more. So as you’re seeking out purposefully, individuals to make the move, you’re making some sort of an approach or pitch to them. And then is there an application process as they go through to make sure that Tulsa is a good fit for them? Or what does that process look like as you try to nurture that relationship to help somebody make the move?

Justin Harlan 19:50
Yeah, the long and short of it is we move really quickly when you apply and then you have a while to decide and we help you along that way too. But once somebody applies to the program, you typically hear back within two to four weeks as to whether you got an interview, you have a quick 20 minute interview. That’s really I think just as much about you getting your questions answered as it is about us double checking that what you said in your application is true and accurate. And then if you get in, you have a year to make the move, you have to be physically present in Tulsa to start your year. And that’s kicks off with an orientation that we do. And then we offer to pay for you to come visit. So once you get in, and we say you’re invited to move to the city through Tulsa remote, we also pay for you to come and check it out kind of a try before you buy type situation. And we roll out the red carpet and make sure that you see all the city has to offer in a way that isn’t sugar coated or fake, but just kind of allows you to decide is this city the right place for you? And for some people the answer that’s going to be no, which we think is perfectly fine. I don’t think that any of us believe Tulsa is a good place for everybody. But we try to really kind of show the pros and cons and of all the different areas of town and really Tulsa as a whole, what are our strengths and weaknesses and then allow people to make the decision for themselves. And then as they move, you know, we provide ample resources to help find housing and get plugged in. And once you’re here on the ground, like I mentioned, you have somebody that’s ready to help you get integrated into the community. And we have a number of events that are happening every month. And really from there, it’s often running in a year it goes your year goes by really fast, often faster than you anticipate. So yeah, that’s a little bit about the process. It’s really straightforward. It’s we try to keep it very easy. And also just, you know, know that everybody’s making a very, very serious decision about their life. And we want to support with the right resources, but also want to empower them to do what’s best for them.

Brandon Burton 21:42
Yeah. So I’m just curious. And in this may be a question that’s out there in left field for you. But is there a some sort of a network of people that have made the move through Tulsa remote that where they can be connected with others who’ve made the move and realize, you know, we’re all in the same boat together? Or is it more anonymous, that as you come, you’re just integrated in the community? Or has that aspect work?

Justin Harlan 22:05
Oh, yeah, I mean, I’d say that’s the biggest value add is there’s 2300 people here, not including spouses and kids, right, when you get into the program, you actually have access to slack. And there’s some channels in there that we use for onboarding people that are onboarding or have not yet moved to Tulsa, but are kind of trying to decide. And there you can meet a number of people that can answer questions for you or tell you their perspective, you meet a lot of people when you come for that visit to and then once you’re here, it’s really just a matter of getting off your couch and getting out into the city to meet people. I mean, there’s stuff happening every week, whether it’s social in nature, or volunteering or professional development. And we also give access to a co working space where people can go and do their remote work. And there’s hundreds of people there as well that you can meet throughout the workday. So once you’re here, there’s honestly no better way to move across the country. You’re as long as you’re taking the initiative to kind of get out of your house and build community. There’s no shortage of opportunities to do so.

Brandon Burton 23:00
Right. So I know Tulsa is a great city. Got a great chamber there, Mike Neil, and he’s leading the great chamber there in Tulsa. Talk to us a little bit about how you go about working with the city and with the chamber to create that community and the warm welcome and any other way that you integrate with the city in the chamber throughout this program?

Justin Harlan 23:24
Yeah, well, I think, first and foremost, our program success is going to live and die by our city’s ability to market itself and brand itself across the country and across the world. And obviously, chambers play a huge role in that. There’s incredible work that the Chamber has done to bring in sporting events or musicians and really put Tulsa on the National Map. And all of that benefits our program where people, you know, have misconceptions that are maybe flipped upside down inside of its head to and maybe then that causes them to maybe get also shot or applied. It’s also remote. We’ve partnered on some close initiatives, for example, we have done South by Southwest the last couple of years, in partnership with the chamber, where we’re really showing off all that Tulsa has to offer for people that are willing to relocate. But at the heart of that at South by Southwest is music, and we’ve got a great, you know, music, film, music arts and culture department at the Chamber, that they’ve selected all the musicians, both years that we’ve been to South by, we’re constantly, you know, working with the city and the chamber as it relates to housing supply and ensuring that this net migration inbound is not impacting people that are already here, within systemic issues, you know, like housing. So yeah, we work really closely just to make sure that we’re all on the same page and that the things that were touting to the nation are aligned with the things that the chamber is also touting and that there’s other cities that we can often learn from through The chamber. So it really does feel like a great partnership where we all have a critical role to play to ensure that Tulsa is on the national scale viewed as a place that people want to be.

Brandon Burton 25:12
Awesome. I appreciate adding that that perspective, just how you you integrate with the with the chamber and leverage on their work, and glue that you’re able to integrate a little bit of your music background there at South by Southwest.

Justin Harlan 25:27
I haven’t been invited to play. So maybe this podcast will be my coming out party.

Brandon Burton 25:32
It’s putting it out there. Yeah, I feel that. Well, I’m curious, you know, as far as a chamber listening, who might be interested and trying to attract some remote workers to their community, I guess without giving away all the secrets, right, you got to hold some advantage. But what, what tips or action items might you share with the Chamber who maybe wants to explore getting into similar line of work?

Justin Harlan 26:02
I don’t think that what I have to share is necessarily rocket science. But what I think we’ve done really well and Tulsa remote is considered what makes our city unique and figured out who is it that we want to attract that we think would be a good fit for what makes our city unique, and then created marketing campaigns around that. And I think everybody’s got something that makes your state city standout. And there’s something about your place that other places do not have. And the more that you can lean into that rather trying to rather than trying to be something that you’re not, or being something that somebody else is that you really want to be, I just think the more that you can lift up, what makes you special, is only going to attract what other you know, the people that are belong and fit in your city are going to see and want to be a part of. And I think that, you know, the special twist that we’ve had on that at Tulsa remote, certainly was a lot about timing. And, you know, the success of the way that our work environment shifted drastically has caused our community to grow like crazy. But I think something that we were doing before Tulsa remote even existed, is leaning into what makes Tulsa a special place, leaning into why people would want to be here right now. And I think the more that cities and chambers could do that, the more successful you’ll be. And the more that you’ll see people coming aligned to the the type of folks that you want to attract. And to me that that’s really applicable across businesses, that’s applicable across cities. And I don’t think there’s, you know, anything in that statement that we didn’t already know, I think playing it out and making it happen in action is really the difficult

Brandon Burton 27:47
part. Yeah, sounds like placemaking is the big factor there and making your community attractive and really highlighting what makes you stand out. You’d mentioned that the marketing campaigns. Can you talk to us a little bit about that? Is it purely social media? Is it are you do mailers? What what is the marketing campaign look like? Because he tried to attract these specific individuals.

Justin Harlan 28:12
Yeah, we’ve been really innovative throughout the years and tried a lot of different things early on, you know, the fact that a city was paying people $10,000 To move there and got us a lot of free media or media great. It’s a great headline. We also have paid for social ads or you know, done things on social our social media accounts are some of the best as it relates to just lifting up what’s going on in Tulsa. And I’d recommend folks to check those out and give us a follow, we often try to highlight the day in the life of a member, for example, on social media, where they take over the account and kind of show us everything they’re doing throughout the city, giving those real life kind of testimonials, I think builds perspective, where maybe it’s someone from New York, who’s watching and they’re seeing somebody who just moved here from New York actually love and enjoy what the city has to offer. And they’re taken aback and say, Oh, I didn’t realize that this place could be for me. And so I think that some of that relaxed exposure is important. We’ve also done some referral programs throughout the course of the program, which allows for folks to tell their friends and family and be rewarded if somebody comes to Tulsa and stays throughout the year. And that’s been really successful too. So So yeah, I’d say those are the big ones earned media, paid social and referral. And like I said, so much of our work really relies heavily on the way that Tulsa and Oklahoma are lifted up throughout the country and other ways to

Brandon Burton 29:36
Yeah, I can see in certain communities and maybe you don’t see it so much in Tulsa but I know certain communities may have a certain maybe a stigma or stereotype about their community that maybe they need to address with their marketing. Do you guys get any feedback from people that maybe it made the move and they’re like I was resistant because of this thing, but you helped me overcome that or or it may They don’t make the move because they’re resistant to one thing. Is there a way that you guys are found to gather that kind of data?

Justin Harlan 30:07
Oh, yeah, most definitely. Yeah. I mean, a lot of it’s word of mouth. You know, when people do come and visit, telling us what they’re surprised by some of it is actually quantitative data that we have. If people don’t make the move, we ask them why. And so we actually know a lot of the reasons why. But I think the biggest misconceptions about Oklahoma probably won’t surprise you, you know, a lot of it is just the thought that it’s a bunch of cowboys roaming around and, you know, a big field. And that’s certainly not the case. I mean, there’s only 4 million people across the entire state, but a million of them are here in Tulsa, it’s a big city, we have professional sports, we get big music acts, we have a great food scene, it’s a really great place to live. And it’s a quarter of the state’s population. And, you know, it’s it’s a big city, it feels like a big city, there’s certainly places you can see a lot of land, but it takes a little bit to get there. That’s one I think politics is another big one, especially as of late, where folks on the coasts and often view their exposure to Oklahoma and the national media is often around very, very divisive and red, conservative policies. And so it’s almost like this misconception that everybody in Oklahoma believes the same thing. And and I think there’s often pause, as it relates to somebody that’s trying to decide where they want to move, and whether that aligns with their beliefs. You know, I think something that’s unique about Tulsa. And we really consider ourselves a purple city, the state of Oklahoma is undoubtedly red. But there’s a lot of differing viewpoints here in Tulsa, we can disagree in a healthy way, we can have dialogue and debate in a way that moves us forward. And that nature that I just think it’s unique, I think that there’s often especially in this day and age, it feels like you’re one or the other. And I think that when you can find places that really embrace both and talk through differences in a healthy way, I think that’s really going to be what sets it sets us apart in the country over the next decade or so like, these are places we should be tapping into more and learning from, as opposed to oftentimes we hear from our members, they were in a place where that said they really value diversity. But when they really step back and think about who they were surrounding themselves with those people that look just like them and thought just like them. And that’s not all that diverse, you know, when you can come to Oklahoma, or in Tulsa and have a neighbor that looks different from you, and thinks different from you. And you can learn how to actually have that dialogue. That’s a skill set that I think we’re losing. And that is true diversity. That’s how you actually figure out how to healthily disagree and work to a solution that actually benefits everybody.

Brandon Burton 32:51
Yeah, I love that perspective. That’s awesome. So I like asking everyone I have on the podcast, this question, and you’re gonna bring a unique perspective to it. But as we look to the future of chambers of commerce, how would you imagine the future of chambers going forward and their purpose going forward?

Justin Harlan 33:14
Yeah, well, to me, right now, there’s more opportunity than ever, as people can be mobile, I think that, you know, as jobs increase within the tech world, proximity to the office is only going to become less of a thing, which will allow people to really go where they want and prioritize place and prioritize life over, you know, being required to be stuck somewhere because their job requires them to be. And I think that that really just, it’s a unique moment for chambers that are showcasing all that a city has to offer, because there’s just more opportunity than ever to attract an individual. And like I said earlier, I just think that creates awesome, awesome space and opportunity for folks to lean into what makes them different, and lift up what what makes them unique. And I think if you do that, well, in this day and age, and over the next couple of decades, I think we’re gonna see more and more remote workers. I just think there’s the cities that do that well are really going to gain and lean into where our country is taking us in this tech space and in this future of workspace, and lifting up what makes life good, and just allowing folks to then think about the fact that life looks good there and I can do my job anywhere. That sounds like a good place to be so that that would be my word of encouragement is just lean into what makes you unique and be open to you know, those those people that are willing to relocate and are assessing their priorities in life and be comfortable with work not coming first in that lift up what really makes your city great.

Brandon Burton 34:51
Yeah, I think that’s great, great perspective and, and something I think chambers need to get on board with quit too because that working environment is changing very rapid. We’re seeing from remote work to, you know, these glimpses of what Metaverse might look like, into the future. And it’s not so much the brick and mortar and needing people on Main Street, you know, with shops. So those will be there, too. Bye, bye. Oh, yeah, there’ll be there. But helping those individuals sell online, you know, that would be another way of just being able to think outside the box of what the traditional business structure look like. And I think having remote workers in your community and placemaking for that is a key aspect to it. So appreciate, I would say that

Justin Harlan 35:37
those places that you just mentioned, actually become even more important because remote work does not mean isolation, remote work does not mean that we’re just sitting in our house, and we’re comfortable staying in our pajamas all day and work. I think everybody wants community. I mean, there’s a recent study that showed that 65% of people wouldn’t have somebody to call if an emergency happened. That is like, an all time high for isolation, you know. So I think that those third spaces, whether they’re co working spaces, or gyms, or restaurants, or coffee shops, those actually all become increasingly more important in the world of remote work. Because it’s not that we’re saying we want to be alone. It’s not that we’re saying we want to close the office door and put our head down in our music on, we still need connections, we still need people. And I think that’s what has actually made Tulsa remote thrive is the fact that in the remote work conversation, we’ve also created space and community for people to connect. And there’s a lot of power in that. And the third spaces aren’t going anywhere. In fact, I think, you know, they become even more important to build and expand and make presence and promote, because those are the spots if remote work continues to increase. Those are the spots that people are going to build those connections and build community. Right?

Brandon Burton 36:47
You mentioned co working spaces, and I just a few weeks ago was visiting one and they’ve been completely full and have a waiting list, you know, for months out because people want their community as a as they do remote work. So you’re spot on. Yeah. anybody listening, wanting a good business model has a shared office spaces are huge. But Justin, as we wrap up here wanted to give you an opportunity to share any contact information for listeners who might want to reach out and connect you had mentioned following on social, what would be the best ways for them to do that and to be able to connect with you.

Justin Harlan 37:22
Yeah, following on social is great. If you want to add me on LinkedIn, that’s often a place that I do connect with folks. And then if you have any questions for, for us and our program, if you just email info inf o at Tulsa remote.com We’ve got a team of folks that are ready to respond. And if you specifically want to connect with me, you can request for that there as well. And I’d be happy to get in touch. So I appreciate everybody listening and we’re always happy to help from here.

Brandon Burton 37:51
That’s perfect. We’ll get that in our show notes too. So people can look it up and and follow in connect with you. But just it’s been a great conversation. Hopefully it’s opened the minds and perspective of those listening to just what they can do in their community to make them stand out and really showcase what their community is all about. So I appreciate you being with us today and sharing this great work you guys are doing there in Tulsa.

Justin Harlan 38:14
Thanks for having me.

Brandon Burton 38:16

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Small Staff, Big Impact with Jodi Owczarski

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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.

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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 Jodi Owczarski. For the first five years at the Michigan West Coast Chamber Jodi was accountable for providing leadership in all areas of the organization as well as serving as the integrator within the EOS framework. As the Vice President and Chief Operating Officer Jody was responsible for all human resources, accounting and finance functions, as well as managing the staff Facilities and Operations and directing the West Coast Leadership Program. As of September 1 2022, Jodi was appointed as president and CEO of the Michigan West Coast chamber. Jodi’s limitless capacity for solving math problems has been essential to creating budgets and balance sheets, and her inviting personality and quick humor, combined with our strategic thinking give her the edge when managing staff communities and volunteers. Jodi’s contagious energy ripples out into our business community. Working with the Chamber is a perfect combination of all Jodi’s previous work experiences, including as a self employed small business owner, serving as the community center director at a nonprofit working in HR for a large manufacturer and overseeing operations for an international consulting firm. Jody currently serves on a variety of boards and throughout the community and including ACCE Jody is an enthusiastic Spartan, with a bachelor’s degree in psychology with an emphasis on Human Resource Management from Michigan State University. Jodi, I’m excited to have you with us today here on Chamber Chat Podcast, I’d love for you to take a moment to say hello to all the Chamber Champions and share something interesting about yourself so we can all get to know you a little better.

Jodi Owczarski 3:41
Awesome. Thanks, Brandon. Truly, it’s an honor to be able to be a part of your podcast. I’ve been a fan for a long time and thrilled to have the opportunity to share what we’re working on at the West Coast chamber. I don’t know what more I have left. I feel like I could have you’ve summed up my whole life. You know more about me now than maybe my mom would even be able to say so. Thanks for the detailed intro. i Yeah, I’m honored.

Brandon Burton 4:10
Yeah. Well, we get personnel on here. So yeah. Well, tell us a little bit more about the Michigan West Coast chamber just to give us an idea, you know, size of the chamber staff budget that all play well into our discussion today, but also touch on the scope of work that you guys are involved with.

Jodi Owczarski 4:28
Yep, absolutely. So we’re located in Holland, Michigan. I’m glad you said Michigan West Coast chamber, because often if we’re called the West Coast chamber, people think we’re over in California. The West Coast chamber came about about 10 years ago actually when two of our chambers merged to make the West Coast chamber and that’s been a just a great process for us since that time, we have about 1200 members and recently grew our staff to seven so we’ve had a pretty small but mighty team by Stand the number of members that we serve. We are proud to be five star accredited through the US Chamber of Commerce, and hope to get that re accreditation status again when we reapply at this time next year. One unique thing perhaps about our organization is we run on something called EOS. The Entrepreneurial Operating System is maybe not as unique anymore. I think we were the very first chamber in the country to start running on EOS. But we’ve been evangelists because of the game changing that that has been for our organization. So we’re super active in our community, we say that we’re a catalyst for business growth and development. We’re a convener of leaders and influencers and a champion for a thriving community. Maybe not so unique, and we hear that often throughout the chamber community

Brandon Burton 5:51
right. Now, that is great. And I’m glad you mentioned the EOS system. And occasionally I’ll hear it in other podcasts that I listened to entrepreneurial bass podcasts and they’ll bring up the EOS system like the Michigan West Coast team or uses it Yeah. setting a good example with it. So hopefully, through our discussion today, we’ll have an opportunity to explore that a little bit and, and maybe how you guys implement that and along with our topic today. So as we focus on our topic that we’re covering for discussion today, it’s around small staff big impact. And that’s all relative, right? So each community, and staff sizes are all relative to you know, like Jodi mentioned, they’ve got seven staff but serving about 1200 Chamber members. So that is a relative small staff to that size of membership. Right now, some listening might have a membership, two or 300 and maybe be the only one but we’ll talk today about ways to make a big impact with a small staff and really getting the best bang for your buck as we go throughout this conversation today. And we’ll dive into that a little deeper as soon as we get back from this quick break.

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Brandon Burton 10:06
All right, Jodi, we’re back. I am anxious to learn more about how you guys make a big impact, especially with your staff size and leveraging opportunities there in your community to serve your Chamber members. So what are some of those fundamental ways that you leverage that impact?

Jodi Owczarski 10:27
You know, the big thing for us, Brandon, I think is that part of Eos is being super clear on who you are, and what your focus area is in for us. When we look at making an impact, we really look at five different areas for us to work in the first being advocacy. I know that can mean a lot of different things to a lot of different people. For us, that means that we promote a business friendly environment, through access to elected officials and education on important business related issues. That’s, that’s a big focus for us. The second is business building, we want to help provide visibility connections and resources for business success, that really comes into play with our smaller businesses that are in our chamber. Third area for us is community impact, we think that we can maximize the community, the impact on our community through collaboration and innovation, right? Not everything that we do is business focused, because we know that if the community is strong, business is strong, and vice versa, right? Strong business leads to strong community strong community strong. And so we want to make sure that we’re right at that intersection, to make sure that we can help provide a thriving community. Fourth area for us leadership and talent development, we deliver education and training opportunities for employees to just grow their abilities. This has become especially important threw out this kind of post pandemic time staffs are stretched, thin, people have been pushed into positions that perhaps they weren’t quite ready for, or they’ve not been trained appropriately for, we want to fill that gap and provide opportunities to help develop the leadership and talent skill set within our employee base. And then the last one is inclusivity. We want to foster a culture of belonging within our business community, we want everyone to feel not only like there’s a seat at the table for them, but that we expect them at the table, we welcome them to the table, we’ve got a seat for them, and we want their voice to be present.

Brandon Burton 12:41
Absolutely, that makes a lot of sense. And it’s imperative, I would say to be clear, and who you are and what your areas of focus are, to be able to know what your day to day tasks and responsibilities are. Right, if you’re not clear that you just kind of wander?

Jodi Owczarski 12:57
Well, and I think honestly, Brandon is the chamber, when people don’t know where to go with something, where do they go, they go to the Chamber of Commerce, right. And so we get inundated with all kinds of I’ll call them opportunities to to be involved. And some of those things are fantastic. But if we don’t know who we are, and what our purpose, what our niches, it would be really easy to just get pulled into a ton of different directions and be less impactful. Knowing what our niches what those five things are that that we’re going to work on. If it doesn’t fit in one of those five, we’re gonna have to say no, for us, and our role may be just helping them find others that might be better suited to help with the work that needs to be done.

Brandon Burton 13:46
Yeah. And you often hear oh, but it’s great exposure. Yeah, the chamber is great. But you know, and I have to remind myself that people also die of exposure, so you need to channel that right,

Jodi Owczarski 13:59
I’m gonna I’m gonna hold on to that one.

Brandon Burton 14:04
So it helps being able to narrow down what that focus is. So you can kind of weed out those extra opportunities or exposure and really hone in on what your work what what you guys are focused on. So once you have that clear identity and focus, taking the staff that you have, how do you leverage your staff into delivering in these five key areas?

Jodi Owczarski 14:28
Yeah, you know, the big thing for us, honestly, Brandon, as we start before, considering staff, and look at what work needs to be done, and then creating those roles. So whether you have a staff of one or a staff of seven, you’ve really got to clarify what that work is. Usually it should be kind of those three to five main pieces of work that need to get done, and then find the right people to do that. And so for us, we work off an accountability chart, so that we’re all on The same page of who’s accountable for what looks a lot like an org chart, but really works more from this accountability standpoint. And once we’ve got that clarity, when all of those other opportunities and exposures come up, we’re again focused back on what are the three to five most important things that we need to focus on. And so we really leverage our staff in that way to make sure we continue to stay honed in and completing the most important work, because there’s always more to do. And I

Brandon Burton 15:33
love that approach of really being, you know, clarifying the work. And as you mentioned, finding the right people. And I’m thinking for those with a really small staff, if they’re a staff of one or two, it may not be where they’re finding the right people to do it. But maybe it’s finding the right time and blocking out the time in their schedule to focus on those areas of work. So really blocking in clarifying what that work isn’t needed needs to be done and assigning the time or the people to that, I think is key,

Jodi Owczarski 16:03
for sure. Further to that, for us, we work in 90 days segments. So we work at a quarter at a time. So at the end of each quarter, we look back and review, how did we do this last quarter accomplishing what we needed to get done. And what’s the most important work that needs to happen in this next 90 days for us to be successful and on track. And so there may be additional tasks and projects and things that bubble up that needs to be tackled in that 90 days. And as we assign those to an individual, it also gives them that clarity and permission really to reprioritize their tasks and know this is my number one priority in this 90 days, this has to get done. And so that that additional clarity really helps keep us on track.

Brandon Burton 16:54
I like that idea gives you a little kind of Sprint’s to be able to be accountable for exact area of work. And, and I’m sure that all fits within those 90 day sprints, or focus all fit within the mission of the chamber as well, it does. I’ve seen as we’re recording this, it’s March of 2023. And we’re coming off of these, these Silicon Valley Banks and everything that have crashed and, and as I’m diving into that a little bit just learning about it. All these banks are public banks, and they look at one quarter at a time to try to perform for their shareholders. But they don’t have that driving mission that’s driving that organism. And you can get in real trouble if you’re just you know, looking at the next month or 90 days or quarter, or whatever it is, without that bigger mission. That’s right purpose and focus. So

Jodi Owczarski 17:50
sure. For us, we back our way in right. So we start with a 10 year target of kind of where do we want to be 10 years from now? And then, if we pictured three years from now, what would be on track to get us to that 10 years, right? And then here’s our one year goals. Here’s our one year plan of what do we need to accomplish in the next 12 months to keep us on track towards that mission? That way any of those 90 day sprints or projects, we call them rocks? align with that to make sure are we on track to meet our goals for the bigger picture, right for that one year plan? And what do we need to do in the next 90 days to make sure we hit those goals?

Brandon Burton 18:32
Yeah, I love that. It may be helpful for listeners who I think a lot of chambers that have heard of the EOS system. But maybe it may not be so easy to just summarize in a nutshell, but maybe give it your best shot just so if someone’s listening and like what is EO that it will just save them a Google search and and just hearing from the chamber that implemented it first. What is it and what how does that work? Yeah.

Jodi Owczarski 19:01
ELS just really takes all of the best business practices from a variety of sources and puts it in one easy to follow kind of recipe or cookbook. For us, it means that we have absolute clarity on who we are, what we’re called to do, what our goals are, and what we need to accomplish those those things. So it’s not anything super unique. It’s just taking all of those best principles and putting them all together in in one place. So it’s it’s having that clarity. It’s giving you a long term vision. Our our strategic plan is really a kind of a two page document that’s called a VTOL vision traction organizer that just has everything in one place. You can ask anyone on our team, what our goals are, where we’re going and what our core values are, and they could just knock those out like this right it’s it’s not That’s something that’s a document that’s put away and we pull out every three years to see if we’re on track. It’s living and breathing in driving the work that we do.

Brandon Burton 20:09
So, for those listening, you may hear Entrepreneurial Operating System and think it’s an app or a program or something, it’s really just more of a framework to kind of structure the organization around and keep you on track with your, your purpose and those core values that you mentioned.

Jodi Owczarski 20:25
Absolutely. There’s a book called Traction by Gino Wickman. That’s the cookbook. So yeah, it’s a pretty easy, a pretty easy read. But once you kind of work your way through that, it’s like, Ah, this makes sense. Yeah.

Brandon Burton 20:43
So for those who are listening with the smaller staff, and I feel like every chamber out there can really, you know, hone in on this, because I feel like every chamber is always understaffed for everything that’s going on. Once they, you know, kind of focus in on their their areas of work their their areas of focus of purpose, I guess, clarifying the work and who’s going to do the work? What next steps would you suggest or what, what’s the next thing to try to really maximize the impact that they have with their limited staff?

Jodi Owczarski 21:17
You’re exactly right, you gotta have clarity and your purpose and your needs, you’ve got to find the right people, right, that can do that work. And then you’ve got to build the culture that are keen to keep your all stars in place. So it’s really easy, especially for chambers to just burn out, right? Chamber work is that eight to five, Monday through Friday. Chamber work is all encompassing 24/7, if I go to a wedding, I feel like I’m still representing the chamber, right, and so it never ends. So it’s also creating those boundaries for yourself to make sure that you continue to have gas in the tank, to be able to do the work that is so incredibly important for our community. For us, I sound like an EOS evangelist, I swear they’re not paying me to say these things. But a game changer for us this year, is we read another book called The EOS life. And essentially, it boils down to five questions and whether you do EOS or not. I love this self reflection to make sure you stay on track. One is you have to say yes to all five of these questions. Are you doing what you love? Are you doing it with people that you love? Are you making a huge difference? Are you compensated appropriately? And do you have time for other passions? We hold ourselves accountable to those five questions. Because if any of those answers are no, our time here at the Chamber is likely going to be short, right? If we’re not loving the work that we do, we’re going to end up finding our way out. The biggest issue we’ve had, frankly, is time for other passions. And so we continue to put guardrails and bumpers in place to make sure that our team is getting out. And they’ve got time for other things. And I’m asking them, what what makes you happy? What brings you joy? And we’re actually tracking on a scorecard. Are you doing those things? Are you filling that part of yourself so that you can continue to feel vibrant, joyful and prepared to do the work?

Brandon Burton 23:26
Right? Now, that’s so important to avoid that burnout and make sure in developing that culture, make sure people are enjoying life, make sure they enjoy coming to work, that they enjoy the work they’re involved with. And if not, you know, let’s make some adjustments. Let’s see, you know, what does bring them passion, let’s encourage them to take some vacation days, let’s encourage you know, those things that are going to help to sustain you know, a good, a good healthy balance, if there is such a thing.

Jodi Owczarski 23:56
And you know, and there is and I think if you’re a staff of one, you might think that’s almost impossible to do. But I would challenge and say it’s more important than ever, that you can say yes to all five of those things, right? Because it all does boil down to you. So if you can’t say yes to all those things, if it’s if it’s a time issue, then figure out what what has to come off your plate, you can’t do everything. Right. So goes back to knowing what your purpose is, and and making sure that all of your time is spent on those things. And kind of peeling away the rest.

Brandon Burton 24:33
And if you’re a staff of one, just feeling totally overwhelmed, you know, utilize your board, utilize your volunteers, you know, do you guys how do you utilize volunteers in your board there at the West Coast chamber?

Jodi Owczarski 24:46
Great, great question. We’ve really changed the expectations that we have for our volunteers. We had a huge ambassador program we had I think over 100 ambassadors. They were ineffective. It was cliquey. Anybody who wanted to be an ambassador could just be an ambassador. It was more of a social club than anything else. And a couple of years ago, we decided that that just wasn’t representing who we were as an organization. So we pushed pause, and completely flipped that program, we took what we do for our organization, from an EOS clarity standpoint, and put that same principles into place for our ambassadors. And so they had to know who we were and what their purpose was. And we had expectations for them. We’ve started an application process and an interview process for them to be a part of this important team for us. We’re down to I think, 40. Now ambassadors, and they are doing such incredible meaningful work for us that I can’t imagine not having them as a resource, and an extension for our team, we have a very robust member engagement process, we call them journeys. Here, it’s a defined track of what a member can experience, the touch points they’re going to have with our organization. We don’t want them just hearing from us once a year when it’s time for them to write another check, right. And so we’ve got the structure journey, that would happen throughout the year, we can’t do all of those touch points for 1200 members, with a staff of six or seven, not in that do it well. And so we engage our ambassadors to do a lot of that outreach and engagement. And it’s a great opportunity for them, right? It grows their connections for their own job outside of the chamber. But it also provides the that meaningful contact from the Chamber’s perspective, and gives us the insight that we need so that if a membership is at risk, we know about that before, it’s just a lack of payment for an invoice. And so we can get on that issue earlier.

Brandon Burton 27:00
Right now, I love the way you guys are have changed that Ambassador program and really creating that that honed in focus. Do you know how did that transition go go from going from 100? down to four? Because I can just see, listeners be like, yes, that’s our ambassador programs, clicky. It’s way too big and effective. But you don’t want to, you know, push people away. So how do you do that transition?

Jodi Owczarski 27:27
Great question. So the first year, we allowed, we provided clarity on what the new expectations were going to be. And we allowed everyone who was currently an ambassador to reapply, or to apply and be accepted in that first year. But they did have to apply. But we weren’t going to turn any of them away. Some of them with the new expectations in place. They’re kind of like, yeah, that sounds a lot like work to me. And I think I’m out. And so that was great, right? They self selected out. Yes. Others kind of came through that first year and thought, whatever, you know, they they knew how it was going to be. And after that year of clarity and expectations. They’re like, yeah, that felt a lot more like work. I’m out this year. And so it wasn’t an abrupt change. Others, we had to have some direct conversations like, it might be time, you know, you’ve served us well, we’re so appreciative of the number of years of service you’ve had. But it might be time to let somebody else have this opportunity. And that really had gone over pretty well. But you know, it probably took three, three years or so to really get it down now to this just all star all star team of ambassadors.

Brandon Burton 28:45
Yeah. I’ve been intrigued with all these different Ambassador programs that different chambers do and from applications and interviews to I’ve heard of some that, you know, the ambassadors pay to be part of the program. And it really helps to kind of not weed out but really qualify those who are really there to show up and do the work.

Jodi Owczarski 29:07
Absolutely. We’re turning them away now. Right. I mean, I saw the list of I’m thankful I don’t have to make the decisions, because I was like, Oh, are you kidding? This person doesn’t get to be an ambassador. But it’s it’s the right thing. Right. And so now you’re raising the bar and creating it to be something that people aspire to. What a mind shift,

Brandon Burton 29:26
right? Absolutely. And really, if you’re not qualifying those ambassadors as volunteers, somehow it really ends up just creating more work for you either damage control or hands on with each of those volunteers. And so help yourself by by helping to qualify those who are volunteering.

Jodi Owczarski 29:48
100%. You know, that makes me think of something else. Brandon, I think that so often in the chamber industry, we think about we’ll just we’re just grateful for anybody that will help or any members that will join. And we’ve kind of changed that mindset here. So even from a membership perspective, we raid our members a, b, c, d, if we’re clear on who our ideal members are, we spend more time going after those ideal. And we’d spend more time trying to retain those ideal, because we found that we spent so much of our time and energy chasing and dealing with these problematic members that were paying the very lowest tier membership dues, and really weren’t well aligned with chamber membership. Well, we take their money for a membership, absolutely, well, we support them 100%. But we’re not going to spend the same energy chasing after them. And once we gave ourselves that permission, we were so much more impactful. So I mean, we’ve been retained last year, we retained our membership at over 92%. Right, you find the right the right recipe, and it works. The same thing is true. From the volunteer standpoint, I kind of identify and define what’s your ideal Ambassador look like? And go after those people and raise the bar, don’t just be like, oh, we’ll take whatever we can get. Because those problematic ambassadors that don’t align with those expectations. Oh, they are soul sucking, right? It takes all of your time, all of your energy, and they don’t. And you don’t get anything for it. It’s just a double negative.

Brandon Burton 31:33
Yeah, well, and you can go another step with recruiting your board, right? It’s it across the board, whether it’s a member of volunteer board member, and the example he gave with the members, it’s kind of the membership paradox, right, like those that need the most help that need the most attention, can’t afford to pay more than just the basic entry level membership. So being being clear on that is very helpful. Absolutely. So Jody, as we start to wrap things up here, I wanted to ask you, if you have any tip or action items that you might suggest for listeners who want to take their chamber up to the next level, what would you offer them?

Jodi Owczarski 32:14
You know, I think one thing that is often a struggle for people is kind of making decisions based on data. And so I think don’t let data be something that is carrying you use that to inform your decisions, and your work, whether it’s to go to the board and say, I need another person, or if it’s to define new opportunities for you, or if it’s to kill the sacred cow, right? It’s that program that you’ve done forever, use data to help drive those decisions. We have a very robust scorecard system, that we go over once a week as a staff, with those key metrics that show us whether we’re on track or off track. And we use that really to drive the decisions forward, what are we going to continue to do? What do we need to stop doing? Or what additional resources we need to take things to the next level? So don’t be afraid of data really can be your friend?

Brandon Burton 33:14
Yeah. Especially as you go to your board and say, I feel like we need to get rid of the sacred cow versus we need to get rid of the sacred cow look at you know, what it was five years ago? This is what we’re getting now. The engagements not there. The money’s not there, whatever it is, it’s not aligned with our mission anymore, basically.

Jodi Owczarski 33:33
Yeah, yeah, absolutely. You know, sometimes killing those sacred cows are the best things that you can ever do. Because it gives you opportunity, space capacity to do something new that might be more meaningful for your organization, for your community for your members. Don’t be afraid to try something new.

Brandon Burton 33:52
Right? So 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?

Jodi Owczarski 34:03
Now, that’s such a great question. I was talking to somebody about that. Yesterday, I talked before about the fact that we’ve got a 10 year target, right? Where are we going to be 10 years from now. And our 10 year target does not include the words Chamber of Commerce, we say that we’re going to be an organization that, right, because I don’t know what this is going to look like. And I don’t want to restrict myself so far to say that I do know what that is. Maybe it’s a chamber of commerce. But we know that we want to be the essential business resource and leading connector in the middle of a thriving and prosperous community, whatever that might look like. I think that that the needs from our business community are evolving so quickly, that we’re going to have to continue to change to be relevant and important for the community to continue to lean out in that way.

Brandon Burton 35:01
Yeah, I like that. I had a thought just as you’re given that response that has never really crossed my mind before. But when you talk about not necessarily being married to the term Chamber of Commerce, I’ve seen a lot of chambers make that shift already, right, where they’re, they’ve changed, they’ve taken chamber out of their name. But, you know, in today’s world of digital, you know, keyword research and you know, as people look at terms they’re find found on search engines. Chamber has multiple definitions, right? If you do a search for chamber, I mean, who knows? What’s going to come up? Right? Is there a more defining word or term that can be coined to really encompass what a Chamber of Commerce does? Right? So more clarity and more focus on allowing the community to understand you know, what this organization does,

Jodi Owczarski 36:05
right? I don’t know what the answer is to that, frankly, and maybe we’ll still be a chamber. But we want to be open enough to the fact that that might not be the same label that we have. But we’ll continue to evaluate that year over year. Regardless of what we’re called, I think that there’s a need for an organization, like a chamber of commerce, to be at the core of, of any community to really help it thrive, and to be the best that it can be,

Brandon Burton 36:37
for sure. But God, this has been a fun conversation. I’m sure people have been jotting notes as they’ve been hearing your talk. But for the listeners who might want to reach out and connect with you maybe learn more about the EOS system, or just in general how you guys are doing things Sarah at the Michigan West Coast chamber, what would be the best way for someone to reach out and connect?

Jodi Owczarski 36:58
Absolutely, I we love that. I love it. Personally, our whole staff does. So I would encourage you to visit our website, WestCoastChamber.org. And take a look, feel free. All of our contact information is on the website on our staff page. So if you’re a membership person and want to connect with Jess or Britt, reach out, they’d be happy to hear from you. If you want to talk to me about chamber in general, or anything about EOS forward thinking, click right there on the LinkedIn, contact me directly there as well. We truly are passionate about the work that we do, and are always honored to have the opportunity to talk with other chamber professionals to help support the work that you’re each doing in your own individual communities.

Brandon Burton 37:45
That’s perfect. We’ll have of course links to your website and staff page and everything in our show notes for this episode. So anybody can can find you there as well. But Jodi, thank you so much for being with us today on chamber chat podcast for sharing your experience and how you guys are doing things there at the West Coast chamber. I really do appreciate it.

Jodi Owczarski 38:05
Appreciate it. Thanks so much, Brandon.

Brandon Burton 38:07
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Empowering Volunteers with Nick Kieffer

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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.

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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.

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Our guest for this episode is Nick Keefer. Nick joined the Goshen Chamber in 2007. As Vice President for Business Development, Nick became the president and CEO of the Goshen chamber in July 2017. He graduated the US chambers IOM program in 2011. Nick joined the Board of Regents for the winter Institute site for the IOM program in 2012. In 2013, he received the designation from the Indiana chamber executive Association as certified professional in the chamber industry. And October 2019, Nick was named to the National Board of Trustees for the US Chamber Foundation’s Institute for organization management. Nick is a past board president for the Indiana chamber executive Association. In 2022. He received his accreditation his accredited executive distinction from the Indiana chamber executive Association. Prior to working at the Goshen chamber, Nick ran a construction company with his father in Fort Wayne, Indiana. He received his bachelor’s degree in business from Indiana University and a master’s degree in communications from Purdue University. When he’s not working, he enjoys spending time with his his wife Molly and son Maxwell and daughter Caroline and and that they enjoy spending time outside and stay active chasing their kids around the family farm. But Nick, I’m excited to have you with us today on the podcast I’d love for you to take a moment to say hello to all the chamber champions who are out there listening and share something interesting about yourself so you can get to know

Nick Kieffer 3:43
them better in this Brandon Thank you for having me. I think what you do for the chamber industry is great anytime we can hear from from other people and you being that source just greatly appreciate what you do something interesting about me oh my goodness.

I have two food trucks that I do on the side so with our family farm we have a couple food trucks we do around so when I’m not at chamber work I’m doing some food truck work all right, so tell me more what type of food are you serving? Yes. So so we we make apple cider mini doughnuts so my my wife’s family has an apple orchard here in Goshen and so we have what we call the cider shack. So we do cups of cider and mini donuts. And in our new latest food truck will be a sweet corn roaster so we’ll be roasted sweet corn with some different toppings and stuff like that. So keeps me busy. My wife doesn’t like me sitting sitting around home. Nice.

Brandon Burton 4:43
Now that sounds fun. The Cider donut sounds good. Yeah,

Nick Kieffer 4:49
I learned. I believe one every time I work I check the first one for quality. And then I stay away from them. But

Brandon Burton 4:56
yeah, I have to right. Yeah, like any good dealer knows you don’t use the product, right? Yeah. No, that’s great. Well, tell us a little bit about the Goshen chamber just give us an idea of you know size of the chamber staff budget scope of work just to kind of set the table for our discussion.

Nick Kieffer 5:15
Sure. Goshen is the county seat of Elkhart County, we are the RV capital of the world. So any PRVC going down the street, there’s a good chance that was made in my neck of the woods. The Goshen chamber, been around since 1954. We represent 448 businesses, and about 20,000 employees in the Goshen area. Goodness, I have a staff of I say two and a half. He’s really a full time third person but we two full time staff and a part time staff here at the chamber. And we’re on a budget of about 400,000 a year been pretty consistent in that room for the last couple of years.

Brandon Burton 5:59
Good deal. So I like getting that perspective. So as we go into the whatever topic we’re covering on an individual podcast episode, it really helps listeners be able to see how to scale Yeah, compared to their chamber. And you know, if if Nick and that Goshen chamber are able to do these things that three staff or two and a half staff, and a budget of 400,000. See what you can do is your chamber, whether it’s bigger or smaller, and just, you know, scale it, scale it to your size. But I appreciate you sharing that. And as we get into our topic for our conversation today we’ll focus the majority of our conversation around empowering volunteers. And I know chambers across the country utilize their volunteers a little differently and have different types of relationships with them. So I’m excited to dive into this conversation with you as soon as we get back from this quick break.

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Brandon Burton 10:01
All right, Nick, we’re back. So as I mentioned before the break, we’ll focus our conversation today around what we can do to empower volunteers. And to know, volunteers are key to the success of pretty much any chamber. We need those people that understand the vision and mission of the chamber and who are on board and are really great community champions. So they’re in Goshen? How do you guys go about working with your volunteers? And I guess we’ll start there just in what aspects are utilizing the volunteers?

Nick Kieffer 10:36
Sure. So, you know, like I mentioned, a staff of three, we couldn’t do what we do without help, right? That’s, that’s the most important part. So you know, relying on our board and our ambassador group to really be the extra eyes and ears out in the community to really help us with what we do is imperative to how we operate. So, you know, we can utilize our ambassador group for, you know, retention for membership growth, or kind of that first year, handholding with a member of, you know, really engaging them and bringing them into the chamber. So a lot of different ways there to try to do that. But you hit the nail on the head with cultivating that volunteer aspect and how we do that it’s just, it’s so important to I think, for any chamber, no matter the size, to really have a group or a core group that you can rely on.

Brandon Burton 11:37
Absolutely. That reliability is key. So volunteers, they could take the the attitude of, I’m not getting paid for this, I’m not taking this serious, right. So getting those right people and we often talk about getting the right people on the bus in the right seats. And, and it’s, it’s true with volunteers to make sure that

Nick Kieffer 12:00
the time, yeah, it takes time to to do that you really have to, you know, it’s not something where, hey, next month, I’m going to have you know, a group of 20 people that I can go out and do this, this is something where you have to constantly work on it work on the relationships, get to know people find out who’s, you know, kind of invested in what they want from the chamber, right? So it’s that give and take of what we have to offer what we can help them with? And then how, how can you use that in a volunteer capacity?

Brandon Burton 12:26
That’s right. You know, it’s often said, you get out of the chamber, what you put into it? And yeah, that there’s a level of truth to that. Especially if you get involved with the committee or volunteering or different things like that. But what are what are some ways that you guys go about in, you know, empowering your volunteers, so giving them some control? And some, some say in everything, right,

Nick Kieffer 12:54
you’re right, you’re, you’re you’re trying to lead the organization and grow it, but but at the same time, you have to be okay with the fact that there’s a group that’s doing some work that you’re not, you know, you might not be able to make it so I can’t make every committee or group meeting that we have, it’s just not possible. And so finding, like you said, again, the key point, finding those right people that you can say, hey, I need notes, you know, where the chamber stands on these things, or, you know, kind of what to expect from the chamber as far as how we operate. And so our meeting should go this way, we try to get staff or myself at different ones, but sometimes it just doesn’t happen. Our young professional groups, probably my best example of, I’m not there all the time. And they really have kind of taken on that leadership role, and from a volunteer side that has really helped grow our wipey group.

Brandon Burton 13:49
And that’s great. So maybe just pulling the thread a little bit on the young professional group, what is it about that with, it’s really helped drive the leadership and that that group forward, as far as the volunteer base goes,

Nick Kieffer 14:05
I think, again, it gets back to that you have to, you know, give them give them room to feel that it’s their, their meeting their, their group, their identity. So, you know, they formed their kind of executive committee for the group. And, you know, I kind of gave an overall hey, here’s what the chamber kind of wants or expects, and how do you, how do you get there and then just kind of taken a step back and let them work through the process. And I was in the room on those early meetings and, you know, chime in when I’d be like, Okay, maybe not this way, we need to kind of shift over here, but not not to be too micromanaging of what they wanted out of the group. So they really bought into the overall idea of what we were doing because they were the ones driving it and so it just kind of stemmed from They’re, you know, they nicknamed me, they call me the DC the dream Crusher. So every time they come with an idea that is out of my budget, I say no. Or, hey, let’s figure out a different way we might be able to do it. But, you know, so just allowing that process it, allowing them to really take the reins and feel like, hey, you know, Nick’s not sitting over top of us, you know, telling us what to do, it’s really our group, that’s that they kind of elevated that program and really taken it on. So they like

Brandon Burton 15:34
it when when the dream crusher is not there, right. Now, so I mean, joking aside, I see, you know, a good feeling that comes out of it, when you can see the different committees, different organizations are able to continue on, even if you are a staff member is not there to help guide or, or even micromanage the whole outcome, but being able to see that they have a good trajectory and moving in the right direction, even without that, you know, staff involvement and every step of the way.

Nick Kieffer 16:11
Yeah, again, it gets to, you know, kind of recruiting those volunteers that understand chamber, the kind of the chamber talk and what we’re here for, and how we can, you know, really make an impact or a difference in what’s going on. And so you cultivate them, and then they you put them in positions to succeed. And then it’s, it just kind of perpetuates through through a program.

Brandon Burton 16:34
So I’m always curious to hear how people go about recruiting volunteer, whether it’s a volunteer for a different organization, a different committee or board member? How do you see, you know, the process of going about recruiting volunteers? Yeah, it’s,

Nick Kieffer 16:54
it’s listening right? There, there are so many conversations we have in chamber work, where somebody will slip it in or talk about, you know, I’m looking for an opportunity, or I need a connection to or I’m looking to connect with and so when you hear those, those things, you know, somebody’s wanting to put themselves out there and really get involved. And so when you, when I hear that, right, and then it’s like, okay, then you got to gauge how much and in their, their own personal traits, right, so you kind of have to do a little, you know, reading on their, how, in how much they want to be out in front of something, or if they just want to be kind of behind the scenes. But it’s really listening to, you know, at our after hours, or at our some of our programs, as you get introduced to more of the membership and, and who they bring from their organizations to kind of see, okay, hey, we can play somebody here, or where would this interest you, we have this program, you said you wanted, you know, more information on this in the community, I have a great program over here, and then you kind of start building it from from there. So it’s just throughout the year staff, my staff and I, you know, we kind of keep a little list of, hey, you know, have you talked to Joe Smith, or to Jane or whoever it may be, and then just kind of work them in. So it’s an ongoing process for us.

Brandon Burton 18:24
Yeah. And I’ve seen, it’s often a good idea to have those people that are engaged in the community to hopefully be in stepping up as volunteers and being engaged in a different level of the chamber.

Nick Kieffer 18:36
Right. And if you’re, you know, for us, we run our own leadership academy. And so, you know, we try to cultivate leadership and employees from organizations that want to be connected to so that’s a great pipeline for us. Our ambassador group, again, is a great pipeline for us. You know, so look around your community, there’s different pockets, and there’s different nonprofits that you can be like, Oh, hey, you know, they’re super involved in this this might be a really good fit for them over here and then you kind of start connecting the dots with with volunteers.

Brandon Burton 19:06
Absolutely. I think that makes a lot of sense it you know, I was joke about you don’t you want busy people? Busy people know how to get things done, right. You don’t want the person who’s sitting at home looking for something to do Oh, certainly.

Nick Kieffer 19:23
I mean, from from my my perspective, that is probably one of the most things for for volunteerism at all don’t waste their time, right? Like they, they have a lot of things to do. They’re not like they’re not my employees, right? It’s not their full time job to help the chamber out. So if, if you don’t have enough for a meeting, canceling, give them their time back because they will work harder for you knowing that, hey, they’re not going to waste our time. I mean, even even on a board level, right? If you’re if you’re, if your agenda for your board meeting isn’t jam packed or you don’t have a whole lot of things If you can afford to say, hey, you know what, this month we’re okay. And your exec team is okay with it, man, give those volunteers that time back. And it just, it makes a difference as you you’re building your relationship with your volunteers. Right.

Brandon Burton 20:12
And, and I think there’s ways of communicating that to where it is still keeps the weight of the importance of it. Without, you know, taking off that pressure of No, we’re not doing this. Like, it’s not important. Like, it’s still as important, but we also value your time. So we’re trying to prioritize things. And then given the circumstances right now that take Enjoy your evening,

Nick Kieffer 20:37
you know, I just had that situation where, you know, I took a took a vacation was gone, right. And I was gone during a week where you have your typical committee monthly meetings, and I told, you know, the three of them the bigger meetings and like, Look, I’m not going to be here, you know, it’s okay, we can move it back, or we can, you know, pick it up next month. And every one of them said, No, we got it, we got, you know, just give us a couple things that that we need, we’ll we’ll have the meeting, I’ll get your notes. And so that’s when you sit back and you’re like, Ah, I got a good group, right. This is your, you know, good group of volunteers that really see the long term, you know, mission to the chamber and really help out in that way. Right.

Brandon Burton 21:15
That’s one of the best feelings is to know that the organization doesn’t sink without you there,

Nick Kieffer 21:20
right? Like, from an ego thing, like, you know, that’s not true. But that’s, it’s just to be like, Okay, I don’t have to be there as an executive, you can kind of take that breath of like, it’s still gonna go on,

Brandon Burton 21:30
right? Yeah, I think sometimes we, we make ourselves feel more important than we already. Know, that’s good. So I’d like to try to get maybe, you know, for those who are listening, any kind of tip or action item as they are looking to take their chambers up to the next level? What would you suggest for them may have to do with volunteers, maybe something totally different. But what what comes to mind for you?

Nick Kieffer 22:00
I, I can’t. Huh, listening, I think I mentioned that a couple times, but just listen to your membership, they will tell you, the good, the bad, the ugly, everything in between, in a lot of different ways. But if you’re in your staff are listening to what’s going on, it’ll help cultivate your membership, it’ll help cultivate your volunteers, and it’ll strengthen your chamber. You know, it’s been, it’s been a roller coaster, last couple of years of volunteerism coming back out of it is kind of up and down, where things out, but it’s just, if you understand the needs of of your members and those that are looking to be involved, it’s easy to make decisions to help them and that’s, that’s our ultimate goal, I think as a chamber is to be a resource for the business community. And so anyway, you can do that that’s a you know, to me, that’s that else that’ll strengthen your chamber in the future. You know, as far as you know, growing yourself or, or getting more information. I’m a huge proponent of the IOM program and be involved in ACC. I think those are two phenomenal organizations that chambers, and chamber execs can pull a lot of information out, you know, whether it’s going through IOM or attending ACC, those are great. Listen to your podcast more, I think, you know, the more you talk with people, like we’ve all been through it, no matter the size of the chamber, you’re running, we’ve all been through it. And so there’s, there’s things you can learn from from anybody and, and, you know, just, I was just at a function where, who was the chamber directors third day on the job? Oh, you know, right. So just all excited about it. And she was telling me a couple of things. And I was like, Man, I didn’t think about it like that, like just three days on the job. But it was a nugget that I could take back and bring back to my chamber. So always be open to listen and to learn from from everybody. I love

Brandon Burton 23:56
that perspective that people bring from different experience, whether it’s, you know, three days on the job, so they’ve got a very green, you know, perspective

Nick Kieffer 24:05
to the 17 years where you’re, you know, you’ve kind of been through a lot of different different scenarios.

Brandon Burton 24:11
17 years or even prior prior employment before Yeah, whatever your career path was before the chamber brings a perspective to so absolutely being able to learn from others and just listening and in, like I said, at the beginning of Episode scaling, so you can’t necessarily do everything the same as other chambers and you shouldn’t content, yes, get the concepts, listen to the needs of your community, and then scale it to the size that makes the most sense. But Nick, 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?

Nick Kieffer 24:55
I’m my kind of mantra here is a resource center is That means you adapt and change. You know, technology’s going to throw wrinkles into our business world and business community and, and so being that constant resource that people can rely on and businesses can rely on for solid good information, I think is so important for chambers to to be at the forefront moving forward.

Brandon Burton 25:24
Absolutely. As you say that I’m thinking, we are recording this in March of 2023. And right now, all of the buzz is Chat GPT and artificial intelligence and all these different ways that it’s going to change workforce and change content and change our workforce and chamber work absolutely, exactly. So as a Chamber of Commerce to be able to be on the forefront of that, learning about the technology, helping to distill this down to the members that say, here’s what it means for you. Here’s how you can apply some of these technologies to better your business. And here are some pitfalls to look out for and to be aware of. And again,

Nick Kieffer 26:05
when you when you look back over the many years of what chambers have done that’s that’s the root of it. That’s the it’s the always saying okay, hey businesses, here’s what’s next here’s the next thing and so being at the the forefront of that and you know, kind of helping businesses navigate through it is is where I think we we need to focus on absolutely,

Brandon Burton 26:27
I couldn’t agree more. I appreciate that.Nick, I wanted to give you an opportunity to share any contact information for listeners who might want to reach out and connect with you learn more about how you go about approaching volunteer working with volunteers in your chamber, what would be the best way for someone to reach out and connect?

Nick Kieffer 26:46
Yeah, goshen.org would have my contact information, email address, and keefer@goshen.org is my email. But I’m more than happy to help. Like I said, I’ve been in chamber work almost 17 years now. And it’s it’s fun. It’s fun work, but it’s more rewarding when when we’re sharing with each other. And I’m learning from from you and and hopefully I have a nugget or two that you find valuable as well.

Brandon Burton 27:14
Absolutely. And we’ll, we’ll get your contact info and that should be in the show notes for this episode so people can find you there. But I appreciate you setting aside some time to be with us today on chamber chat podcast and sharing your experience and insights is working with volunteers and really creating a culture that that helps them want to work towards the success of your chamber.

Nick Kieffer 27:39
Brandon, thank you again for all you do and having me on your show.

Brandon Burton 27:43
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Talent Attraction with Sarah Davasher-Wisdom

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 the Chamber Chat Podcast. I’m your host, Brandon Burton. And it’s my goal to introduce you to people and ideas to better help you serve your Chamber members and your community.

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 Sarah Davasher-Wisdom. Sarah has served as President and CEO of Greater Louisville Inc since January 2020. Sarah has been with goI since 2014. Rising from leading July’s government affairs activities as Vice President of Government Affairs, to now as president CEO. GeoEye was named National chamber of the year in 2019. Personally, Sarah’s also been the recipient of several notable awards at the local, regional and national levels. Sarah has held previous roles in government and public policy including manager of Government Affairs for Tennessee Valley Authority, Strategic Communications Officer for the US Army Corps of Engineers, and Community Development Coordinator for Congressman Lewis. She serves on the boards of several local organizations as well as on the US chambers committee of 100. Sarah is the first woman and youngest person to serve as president and CEO of GLA. Sarah, 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 you can get to know you a little better.

Sarah Davasher-Wisdom 3:13
Oh, hello, Brandon. I’m excited to be on the chamber podcast as well. Then looking forward to this conversation. I think that that bio certainly said a lot about me. So thank you for reading that so eloquently. But the real story goes beyond that. And you know, a lot of people will say what’s something that people don’t know about you or what something that tells more about you personally, and I always like to share that my husband and I are serious ballroom dancers. Between the two of us. We have 50 years of dance experience. And it’s how we met. So we’ve been dancing together for 10 years of which will actually 11 years we’ve been married for 10. And that’s something that not a lot of people do. And not a lot of people know. And it’s something that we’ve continued. Despite any sort of changes in career or relocations, or anything else that we have done, we’ve always remained committed to our dancing.

Brandon Burton 4:09
Awesome. That is, it’s great that you guys have been able to keep that up and have that common bond together. And that that interests. So thank you. I like learning these tidbits about people as we have them on the show and learn those facts that so I had mentioned to you before we started recording, but this is a first for me to have. Three, you’re the third person from Greater Louisville Inc. to be on Chamber Chat Podcast. First time, I’ve had three of any organization on the podcast, which speaks volumes to the great work and impact you guys are having that you keep rising to the top to have different members of the organization on the on the show. But for those that are Thank you, yeah, yeah, for sure. So Those who’ve been listening to the podcast since the beginning. may remember at Kent Oyler on back in 2019. When you guys were Chamber the Year finalists and won Chamber the Year and more recently had Jordan Clemons on talking about using LinkedIn to grow membership and they both are fantastic episodes so encourage anybody to go back and listen but I just I mentioned that because those longtime listeners may be a little bit familiar with with GLI, but for those who may not be just give us a little synopsis, I guess about what GLI is all about, you know size, the Chamber staff budget, scope of work, that sort of thing, just to set the table for our discussion.

Sarah Davasher-Wisdom 5:43
Sure, well, Greater Louisville Inc. We have a staff of about 30 people. And we serve about 1800 members. We are also the Regional Chamber and we are by state so we cover 15 counties, five in Indiana and 10 in Kentucky. We’ve got everything from Fortune 500 companies located here to small retailers and suppliers. We are the home of Humana, and UPS Airlines. And those are two of our biggest companies here. Our main goal was to grow the regional economy. And we do that in several ways through traditional economic development, talent attraction, advocacy and DNI. So our goal is to do all of those things in the best way possible to make our region the strongest for growth. So that’s a little bit about GLI we have a great team, our budget is 5.7 million.

Brandon Burton 6:38
Very good. So you touched on one of the things that we’ll focus our conversation on today. And as you mentioned, those focuses of your work, one being talent attraction. And I’m excited to dive in a little bit deeper and learn about how GLI goes about talent attraction. I know that’s a hot topic for chambers across the country. And you’re so kind to share some of the tips and strategies you guys are using there in Louisville. So we will dive into that conversation much deeper since we 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  9:21  

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  9:50  

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 10:01
All right, Sarah, we’re back. As I mentioned before the break, we’re focusing our discussion today about how you guys are focusing your work around talent attraction. And I know there’s different approaches, you know, chambers go about this work in different ways. But I’d like to learn a little bit more and have you share how how you guys are GLI are going about talent, attraction, and really making your economy there is something that’s really thriving. And I know you’ve mentioned the DE&I efforts as well. And it is a very diverse community as well. And I think that plays into talent attraction. So I anticipate that those two will overlap a little bit. But I don’t want to steal your thunder. So I’ll hand it over to you to to share how you guys are going about this work?

Sarah Davasher-Wisdom 10:47
Sure, well, I’m really excited about our talent attraction programming, because we’ve had a lot of cities come to learn more about it, because they want to replicate it. So it really has been one of those. One of those things that we are known for in Louisville, our program is called Live in Lou and we developed it in 2016, to really show what it was like to live work and play in the greater Louisville region. And the platform itself showcases all of the assets that really differentiate us as a community, we highlight the availability of good jobs and career opportunities, the quality of life and the sustainability, to raise a family and the suitability to raise a family I should say. And then the ability to make a difference. And the reason that we highlight those three things is because in 2016, we did a lot of data, a lot of research into why people want to live in our community. And those were the three reasons. So we target our marketing around those three reasons. And one of the places that people go to learn about a community is on social media. So we use our website and our social media channels to promote feel good stories about the community, new businesses, opening up favorite restaurants. Because we have a fantastic culinary scene here. It’s one of the things that people love to visit for. We also showcase restaurants and festivals. So those are some of the things we really try to highlight. We have also been doing private label campaigns for companies under our live in loop programming. And we basically will look at where there isn’t what jobs are needed for that company. And then where there is an area in the country or even internationally, where that skill set exists and may not be paid as well there as it is here in Louisville. And so then we can geofence and do some targeted marketing, highlighting those things I mentioned earlier, and really go out and connect the the job seeker or the potential low avillion to the job opportunity. And we can use the marketing from the company itself. So it’s a really innovative way for us to recruit individuals to move here to work for a specific company. So it helps our community because we’ve got residents moving in, and it also helps our companies. I love

Brandon Burton 13:10
that name that Lou avillion that just that flows. So well. I love it. Can you share with us some more about the geofencing? So how do you go about that and targeting the right people like the parameters you set on it? Certain radiuses maybe some people aren’t familiar with what geofencing is just give us a little bit of background on that.

Sarah Davasher-Wisdom 13:33
It’s really a technology that we pay for. So we identify what geography we would we would want to highlight usually by ZIP codes, and then the firm actually does the geofencing. But it’s basically a way that you can put information on phone like you’re capturing phone data so that then you can advertise. Because when people are moving in and out of that zip code, you’re capturing that data out that makes sense.

Brandon Burton 14:01
Yeah, it does. Are you guys identifying specifically people that don’t live in Louisville currently that based on the phone data, so when they come and visit or pass by or how does that? How does that

Sarah Davasher-Wisdom 14:15
yes, we definitely are targeting out of town people so that we can get them to move here and and maybe because our goal was talent attraction, we don’t have enough people here in Louisville to fill the open jobs. And so that’s why we’re trying to really focus on talent attraction. We’ve grown the social media channels from 200 followers to 53,000 followers in five years. So there really is a lot of momentum to live in Lou. And then we also have a group of volunteers that we call city champs. It’s kind of a human Welcome Wagon to help people get connected to the interest that they have in the region. The volunteers are incredibly passionate. Excuse me, and If they really want to showcase the best parts of our community and make connections, so the new residents kind of have a friend immediately, when they when they move here. So we train the city champs on all of the things in the community, it’s about a four hour training. And then they identify what interests they have. So we can put on our website that this person is a trained city champ, and this person is interested in interested in parks or ballet, or whatever the situation may be, so that when we have prospective residents interested in those same, those same things, then we can make that connection. And there’s automatically an interest in sharing information so that the person is more likely to relocate to

Brandon Burton 15:42
a level like that it kind of creates a friend, right? They come into the community. And as they’re saying, this reminds me when I was in high school, I moved across the country. And it was a kind of a traumatic thing as a junior in high school, across the country. But the new high school I went to, they had a program at the school where they would match another student up with new students to kind of show you around, and it made all the difference. So I see these these community are the city champs, these volunteers, really being able to be that tour guide of the city, you know, sharing some common interests, really helping to help these new people feel at home, I see that as being a key attribute to being able to really attract and retain these these new people to the community. You had mentioned I mean, the social media following is great. I mean, 253,000 followers is in that short amount of time is amazing. You had mentioned a few examples of some of the things that you’re doing on social media to leverage that and tell the stories of the little bill. Are there some examples that have really taken off that you’re aware of that, you know, I guess you could say have gone viral that they got more traction than other things on your social media stories.

Sarah Davasher-Wisdom 17:03
I think the real life stories of people that have followed live in lieu and actually move to the city have been the most powerful. And that, you know, those are like, really kind of rare, but also that doesn’t negate the success of the platform, it’s just that we don’t always have somebody love it so much that they post about it, you know, I think people often will look at it. And I think, oh, my gosh, this is amazing. But they don’t necessarily write a big story about it, we actually had a couple write a big magazine article about it. And that was that was really a thing that went crazy on social media, particularly locally, people were talking about it. Another thing that has really gotten a lot of media interest on our live and live platform is our newly launched workforce ecosystem hub. And it’s a compilation of all of the workforce development resources. So we have our talent attraction, part of living, Lou, but we also are trying to get people that aren’t working now into the workforce, or people helping them to upskill. And since 2014, when I first moved here, I was hearing about all of these different workforce development programs in the community. And I kept saying, Where is the one stop shop, like work, and I read about all of these in one place, and that that resource just didn’t exist. So there were a lot of programs that were going on utilized and not not utilized to their maximum potential, I should say. So we, for two years, we work to compile all of those resources. And we launched this ecosystem hub on the live and lose site. It’s liveinlou.com/work. And it has 245 organizations and their programs listed. We’ve got a portal for job seekers and a portal for employers, the employers can go on the site and identify any sort of training programs, some of which are free, and funded by the state actually funding from the state available that you can apply for on the site. And that that funding and those training programs are for their employees. So we have a manufacturer, they may be able to get funding to do a certain certain upskilling initiative, and all of that is listed on the site. It also includes different organizations that are helping to remove barriers to work so the employer can help identify those for the employee. A lot of HR offices will use it if they have an employee that’s having difficulty with transportation and or childcare availability. I mean, it’s childcare, transportation, all sorts of barriers that exist out there. And we have all these organizations in our community that are working to overcome them. And now there is one place that you can go and access that on the job seeker platform, you can still you can still see the barriers to work resources and because a lot of job seekers are, you know, trying to figure out ways to manage that themselves, but they also can apply for jobs on there and see what financial assistance may be available to do certifications or apprenticeships or going back to to get a college degree even. So, we’ve really taken a collaborative approach to all of this and worked with the organizations to make sure that the right information is being shared. And we’ve had a lot of hits on it. And the media has been going crazy about it locally, they’re calling it Google’s version of LinkedIn. So we’re excited about it. That is

Brandon Burton 20:36
great. As you’re given that explanation about how live in lieu works, and the job seekers and employers portals, the thought hit me why why do communities, you know, outsource to these big job seeking websites, when they have a chamber of commerce, who’s connected with employers know the needs know that those barriers, they really can give a kind of a white glove service to help match future employees with employers. So I love that how you guys have set this up and strategically having those are calling out what some of those barriers are, and approaches of how you guys are working to overcome those things. And community partners to help overcome those things. As a going about the job seekers, the employers on there, I imagine that you have a wide range of different employment opportunities. It’s not any one type of industry, obviously, but what are what’s kind of the the range of employment opportunities that you see happening through the live in lieu website,

Sarah Davasher-Wisdom 21:48
we’ve got everything from, you know, clerk position, to a nurse position, I mean, every sort of job imaginable is on there. We also with some of the jobs that we learn about some of the jobs that our employers post are also very skill specific, highly technical. And we do have a partnership where we can seek out those highly specific skills, because there are some jobs where you may only have a handful of people in the country that have the ability to do the job. And through a partnership with LinkedIn talent insights, we can seek out those individuals. And that’s more of a specific employer request. It’s not, I mean, they’re usually posted on live in lieu as well. But in those instances, it’s less likely that somebody with that skill set is going to be posting for a job, they probably they’re gonna wait for recruiters to call them. So we find them and call them.

Brandon Burton 22:45
Yeah, that was gonna be my next question. Because there’s those highly skilled labor that you need to kind of seek them out and, and maybe even try to take them from another company. And we won’t say that too loud. But that happens, right?

Sarah Davasher-Wisdom 23:02
Well, we don’t do that from local companies only when we’re trying to get people to move here.

Brandon Burton 23:07
That’s right. That’s right. Now just say this program, it seems like a real game changer, especially in the talent and workforce development space. Is there anything that we’re missing from the live in loop program that we haven’t touched on?

Sarah Davasher-Wisdom 23:23
Um, I would say that, you know, we do overcome objections to moving to Louisville sometimes. And this is where the DNI aspect of this comes in that you mentioned earlier. We in in 2020, we were the epicenter of the Breonna, Taylor, killing and the protests that followed that really showed us that we needed to expand our scope of work. So recruiting diverse talent has been a little bit more difficult. But since 2020, I have been saying all this time, this is also an opportunity for us to show that this time, it’s different and it should have been different every time before but we have to show that the business community is committed to creating an inclusive economy. So we have really expanded our work in the DNI space. And that helps our talent attraction initiatives. So some of the work that we do, and includes a minority business accelerator called power to prosper. We’re getting ready. We’re taking applications for our third cohort right now. And it provides small businesses with knowledge and resources and networks that will help their businesses scale. We also have during 2020 launch a racial equity pledge that identifies five different ways that companies can can make their business more inclusive. And that includes things like diversifying their vendor spend, creating a safe space for conversation ones that are about inclusion. It also includes hiring diverse talent. I mean, and we then with that pledge, we launched a toolkit. And I was, I was excited about the number of companies that signed the pledge, it was over 200 companies. But then I was also excited about the toolkit because the toolkit gave businesses, the tools, they needed to do that. So we didn’t just say, Hey, we’re signing this pledge, we also said, Now, here’s how you go and do these things that are in the pledge. And as our as an organization, we have diversified our own vendor spend in ways that we never thought possible, because we’ve been so intentional about it. And my hope is that every company that sign that pledge has been equally intentional, and that we’re seeing a lot more things have, or a lot of great things happen as a result. Another thing that we do, and then we started doing it 2020 is a procurement matchup event called power to prosper. I’m sorry, I’m forgetting the name of it. It’s not that’s the minority business accelerator. Progress through procurement is our procurement event. And we identify what needs companies have in our community. And then we bring in diverse vendors to and match them up. And then sometimes there’s still a contracting process involved, but it is helping both the employer that has this, this need for a vendor and then they they’ve been having trouble finding a diverse vendor. So then we’re connecting them to a diverse vendor, and hopefully good things come from that. So those are some of the things that we’ve done in the DNI space. And like I said, that also helps our talent attraction and helps our economy grow. And all of the things in a chamber seem to work together cohesively. And I like that about chamber work.

Brandon Burton 26:48
Absolutely. So one of the things that stood out to me is you mentioned that you guys are often involved with overcoming object objections. And occasionally certain objections will rise to prominence. But, and oftentimes, we don’t even hear about some of the objections. So how do you guys go about soliciting feedback of people that may be hesitant of moving to Louisville to understand what their objections might be? So you can address that and learn how to better maybe fine tune this program?

Sarah Davasher-Wisdom 27:18
Well, most of the time, the HR recruiters at our companies will tell us what the objections are. And that’s, that’s really our source of information. There are times that we’re talking with individuals directly, particularly when they’re those highly skilled individuals that we’re seeking out for employers. But most of the time, the HR managers will tell us what stories they’re hearing and a lot of it relates to Louisville, being in Kentucky, and people here, Kentucky and they think that we are not as sophisticated as a place they would like to live. And Louisville is actually very sophisticated. I mentioned earlier, we’ve got a great culinary scene. We’ve got all five types of art organizations. I mean, we really do have a fantastic city is a great place to live and not just a great place to raise a family. I mean, it certainly is that but I mean you can be single here and you can really have a fantastic life. It’s a fun place to be. So but Louisville often gets branded with Kentucky and the demographic and the psychographic of talent looking to relocate is looking for, you know, a city that’s fun and exciting. And Kentucky doesn’t have that brand nationally. Yeah.

Brandon Burton 28:33
Kentucky is a great state though. Okay, yeah. Is it beautiful? Yeah. Well, Sara, you’ve hit on some great points here. As far as talent attraction goes, and I’m sure people listening or are taking notes and seeing how they can make some tweaks to their own talent attraction programs. I’d like to ask if there maybe is any tip or action item that you’d like to share for listeners who are looking to take their chamber up to the next level? What might you suggest?

Sarah Davasher-Wisdom 29:05
Well, I would suggest getting your CCE I’m a big believer in the certified chamber executive program for several reasons. Number one, there is an application process that requires you to really get out there and give speeches and also sometimes like IOM counts. So that’s a training program where you’re networking with other chamber professionals. And through IOM and through CCE which came later for me, I’ve met so many incredibly smart people. And being able to reach out to those individuals being able to hear about their programming as I went through IOM and CCE really, really helped me to know different ideas and different ways to navigate community issues and different ways I could take Our chamber to the next level. And so as a result of my experience being so positive, I have said, anybody that goes through IOM has to commit to doing CCE as well. The CCE process, what I liked about that was beyond the application process that I just described with you, you get to meet so many people, you learn about their programs. There are there’s a body of literature that one has to read that really focuses on governance and finance and making sure the chamber is in good operational order. And I believe that’s incredibly important, because all of the programs that we talk about that are exciting. We can’t do if our chamber isn’t in good operational order. If we don’t have the money, we don’t have the right money in reserves for a catastrophe. I mean, there are all of these things that seem boring to a lot of chamber people, but they’re incredibly important to enabling that programmatic aspect that can be very exciting, and fun to be part of. So that would be the thing I would say, to take your chamber to the next level, because you’ll learn so much as you go through that process.

Brandon Burton 31:06
Absolutely. Anybody who’s been sitting on the fence debating whether or not to get over that hurdle, go go do it, go after your CCE apply, go through the process. And like Sarah said, there’s so much development that comes out of that to benefit your chamber, but also you professionally as you move on through your career. So Sarah, 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?

Sarah Davasher-Wisdom 31:37
Well, I see the purpose of Chambers as being incredibly important. And you know, I’ve heard speculation about this, but I believe in chambers very, very much. I think there is a role for chambers and the big community issues of the day. And we’re really starting to see that more and more. I mean, there is no other organization where you can go to and and say that they represent the voice of the business community chambers do that chambers, or that one stop shop you can go to and the people who enjoy being in the chamber world are just ready to help. And to say yes, attitude, and all of the big community issues that we’re so interested in. I mean, everybody wants to figure out how. And so I think that chambers are so so incredibly important. And I think that the people who work in chambers have a real passion for community growth. And it’s becoming a lifelong career for a lot of people. You see that more and more particularly at the CEO level of the chamber world. And I like to see that. I think that there are some incredibly smart chamber leaders out there and I enjoy talking to them frequently. I think chambers are really important to making sure community issues get solved.

Brandon Burton 32:55
Absolutely. I couldn’t agree more. And I I also agree with the scene, people who are making the chamber industry a profession, you know, it’s a career choice for people now, especially at the executive level. But we’re it’s not just a job in their community that gets filled because somebody needed a warm body, but it becomes something that they go after these trainings are IOM, they’re CCE and really develop and help take their community to the next level, which is what it’s all about. But Sarah wanted to give you an opportunity to share any contact information for listeners who might want to reach out and learn more about the living loop program and how you guys are doing things there at TLI. What would be the best way for people to reach out and connect with you?

Sarah Davasher-Wisdom 33:40
Sure, well, I’m happy to provide my email. It’s sdavasher@greaterlouisville.com. And my phone number is 502-625-0073 happy to talk with any chamber leaders about these programs or anything else bounce ideas off of each other. I’m always happy to connect.

Brandon Burton 34:02
Very good we’ll get that in our show notes for this episode as well so people can access that to connect with you. But Sarah, I want to thank you for spending time with us today here at chamber chat podcast provided a lot of value and some great things for listeners to think about and and see what how they can implement and take their chamber up to the next level and provide a new level of competition on the talent attraction front. I appreciate that.

Sarah Davasher-Wisdom 34:30
Happy to do it. Thank you.

Brandon Burton 34:32
If you are a chamber professional, please subscribe to Chamber Chat Podcast in Apple podcast, Google podcasts or Spotify. When you subscribe to Chamber Chat Podcast new episodes will show up in your podcast app each week as they are released. If you’re finding value in this podcast, please leave us a rating and a review in iTunes. But most importantly, please share Chamber Chat Podcast with your colleagues that are in the industry.

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Volunteer Management with Whitney Diver McEvoy

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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.

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 the Chamber Chat Podcast. I’m your host, Brandon Burton. And it’s my goal to introduce you to people and ideas to better help you serve your Chamber members and your community.

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 Whitney Diver McEvoy. Whitney has served as president and CEO of the Yountville Chamber of Commerce in California since July 2016. Previously, Whitney served as vice president of sponsorships programs and events at the San Jose Silicon Valley Chamber of Commerce. She currently serves as chair elect of the WAC II, and on the board of directors for visit Napa Valley. When he graduated from Sonoma State University with a degree in political science, she lives in Napa with her husband, Matt, and their two cats, Tiger and Chateau I think those are awesome names. But Whitney, welcome to Chamber Chat Podcast, I’m excited to have you with us today. Love to give you an opportunity to say hello to all the Chamber Champions that are out there listening and share something interesting about yourself so you can get to know you a little better.

Whitney Diver McEvoy 2:51
Well, thank you, Brandon, so much for having me today. It’s it’s an honor to be here. And I appreciate the opportunity. Something interesting about me, you know, I regularly practice yoga and meditate has been a game changer for me and managing the stress level that comes with being in a leadership role at a Chamber of Commerce. So highly recommend for those folks out there.

Brandon Burton 3:15
Everybody’s shutting down right now yoga and meditation. I would recommend that that’s great. So thank you. So before we just jumped into our conversation today, I wanted to hear a little bit about the young field chamber, just give us some idea of perspective that you’re coming from as we talk about our topic today. So we know about the size of your chamber staff budget, scope of work, that sort of thing, and then we’ll we’ll dive into it.

Whitney Diver McEvoy 3:42
Yeah, absolutely. So the local Chamber of Commerce, we’re located in the heart of the Napa Valley. Our town is about 3000 people, which includes the largest and oldest veterans home in the United States. We have about 600 veteran residents there are chambers relatively small, we have a staff of three people full time, including myself. And we serve as both traditional Chamber of Commerce and the destination marketing organization for the town of Yorkville. So both that chamber and DMO side together. Right now we have about 325 business members and we have about 125 Associate members and associate members or our residents who live here in Yountville. It’s an opportunity for them to stay engaged with the work that the Chamber does in the community. It’s pretty popular program I’m in right now we have a budget of around $800,000 for the work

Brandon Burton 4:34
that we do. Very good. And I think for a lot of chambers listening, I think your demographics kind of fit in very well with them. As far as you know, a staff of three, the chamber size budget, I think fits with probably more of the majority of chambers throughout the country. So I find it to be very relevant. And that’s helpful before we get into our discussion today which will focus our thoughts and conversation addition around volunteer management. And that can mean a lot, right? There’s a lot of different volunteers that get involved at the Chamber, from your board to ambassadors to people that just volunteer to add events and different things you have going on. So we’ll dive into all of that and more as soon as we get back from this quick break.

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Donna Novitsky 7:31
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 8:28
All right, Whitney, we are back. As I mentioned before the break, we’re talking about volunteer management today. And I would like to just get an idea from you as far as how you approach managing volunteers, because they’re not paid staff. You know, they’re they’re not in it for all the perks of being the chamber staffer. But how do you go about managing volunteers at your chamber?

Whitney Diver McEvoy 8:54
Yeah, well, like I said, we’re a staff of three. So we rely heavily on volunteers, we run the Yampa Welcome Center. And that’s fully staffed by 34 Different volunteers, and we’re open seven days a week, we couldn’t do that without our volunteers. So we’ve gotten really good at managing them. And it’s really important for our scope of work, you know, I have a number of things that I’d like to share with the group today. But you know, one of the things that I think kind of comes to the top is treating our volunteers like adults, and making sure that we’re empowering them to have the resources they need to be successful. So that’s at the top of my list, but the I have a couple of things that I’d like to share with the group today. So first of all is kind of building meaningful relationships with your volunteers, make sure you know them and they know you be flexible and accommodating. You know not everybody can volunteer at the same way at the same for the same length of time. So really kind of meeting people where they are. Be sensitive to differences. You know, everybody’s different kind of acknowledge that. And then I think another important thing is clearly outlined the purpose of volunteering, when somebody is volunteering with you, as an ambassador, board of directors or helping you operate the Welcome Center, like Brandon said, helping out and event be really clear on what that purpose is and what their role is, you know, as you, you manage them, you want to make sure that they have clear expectations so that they can either meet those expectations or miss on those expectations. But if they don’t know what those expectations are, it’s hard for them to succeed. And then one of my favorite things is communicate early and often. So make sure that you’re, you’re emailing them, you’re speaking to them, they know what’s going on, so that you know they can succeed in their volunteer role. And then a cautionary tale, as I learned very, very early on in my chamber. Career is never meet one on one with an angry volunteer, just avoid that altogether, bring a board member and other staff member into that conversation. So that you’re not meeting with them one on one. But those are kind of my high level keys to success for good volunteer management.

Brandon Burton 11:09
Yes, those are a lot of value packed in those couple minutes. Right there. So as you were given that response, I, I was thinking as far as expectation, because as people volunteer, you had mentioned being flexible, sensitive to differences. So that does come into expectations as to what you expect from the volunteer and what they can expect to actually give as a volunteer. So can you talk to us a little bit more about how you go about managing expectations on both ends from the chamber? And from the volunteer side?

Whitney Diver McEvoy 11:42
Yeah, absolutely. So I kind of grouped this into different buckets. So in terms of kind of expectations, what’s the time commitment look like? What are their duties and responsibilities? As a volunteer? Do you have any qualifications for volunteers that are going to be working with you? And of course, that looks different for the different areas in which people volunteer, as an ambassador or board member or helping set up as an event? And what’s the purpose? How do they fit into the big picture of the work of the chamber? And what does it mean when they’re volunteering with you. And then a job description, this is super critical for your board of directors or your ambassadors, or even those that are volunteering at your welcome center, we have a full packet for our welcome center volunteers that includes job description for them. And then I think kind of the the last piece of maybe the most important piece is, is it a good cultural fit for your organization? You know, do are they a good addition? Do they shake things up? And did they respect staff and other volunteers? So I think that’s super important. I always suggest an interview process, we interview all of our volunteers that come to work with us, doesn’t matter how they’re volunteering with us, but we do an interview process with them, we’re really upfront with them, that we want to make sure that it’s a good fit for them. But also, it’s a good fit for us.

Brandon Burton 13:05
Yeah, so on the interview process, like I can see, you know, a, somebody who maybe gets turned away from a volunteer opportunity and like, wasn’t good enough to volunteer at the chamber. So how does an interview process work? Do you try to find a place for them somewhere? If they’re willing to volunteer? Or what’s your thought process going into that?

Whitney Diver McEvoy 13:27
Yeah, that can be a tricky one. That’s definitely happened with us before. And I think it goes back to those clear expectations of you know, these are the expectations we have for our volunteers. You know, this is what we’re looking for in a volunteer. And if that’s all spelled out ahead of time, and they’re able to review those expectations and those guidelines, then you really have kind of a backup for your decision making. So you can really kind of point to that information and say, you know, this probably isn’t a good fit for you or for us, and that’s okay. You know, I always say clear, is kind if you’re, you know, clear with somebody that’s kinder than being not clear, and then not knowing where you stand. So I think if you’re coming from, you know, an open heart and being, you know, clear with them, you know, hopefully they’ll understand where you’re coming from.

Brandon Burton 14:17
Right. So I was kind of blown away when he said you have 34 volunteers that you’re welcome center that’s open full time. How do you go about attracting or recruiting volunteers, especially in a, an atmosphere like that at a welcome center?

Whitney Diver McEvoy 14:33
Yeah, that’s a really good question. And we’ve been very fortunate to kind of tap into some folks that are very well connected in the community. But I think when you’re starting out from zero, I’ll kind of touch on that, you know, as a place to start, you know, kind of look towards those different groups within your community. You know, quanis club, foundations or associations or even leadership programs that you can tap into folks. And then of course, looking at your general membership for volunteers, we’re very fortunate that we have a lot of retired folks here in town that are looking for volunteer opportunities. And so we’re able to tap into, you know, that group of people. But I think it really starts with kind of looking at those different groups that exist within your community, and then find somebody that can be a champion for you. In terms of your volunteer program, we have several champions within our volunteer corps at the Welcome Center, that are really our key recruiters for recruiting new volunteers. They know what we’re looking for, they understand the roles and responsibilities, so they’re able to almost vet folks before they even come to us to volunteer and, and that’s been a really, really successful strategy for us.

Brandon Burton 15:48
So in what areas besides the Welcome Center, are you utilizing volunteers.

Whitney Diver McEvoy 15:55
So we have a really strong ambassador program. And that’s been really successful for us. We also have what we call our associate member committee. And so again, that’s that associate number membership for the unfilled residents. So those volunteers are kind of like ambassadors, they welcome our new associate members to the chamber, they also help us set up that events, check people in in events, stuff like that. And then those are kind of the key pieces that we have. And then of course, our board of directors as well.

Brandon Burton 16:29
So and I think that’s really smart, having associated members, because that’s kind of a built in pool as you’re with your membership that you can go to for volunteers and, and they’re hopefully catching a better idea of the mission and vision of your chamber, to kind of get behind that and be that champion that you’re talking about.

Whitney Diver McEvoy 16:48
Absolutely. The Associate Member program. When I started here, seven years ago, we had I think, I don’t even know, like 10 people that were a part of that program. And we’ve grown it slowly over the years on purpose, because we want to make sure that, you know, we could handle that growth. And you know, we’re a business organization, but we also are, you know, a community benefit organization as well. But you’re exactly right, Brandon, they have been huge champions for us, we use them for, you know, coming before Town Council and advocating for us, we tap into them regarding public policy issues. It’s a it’s a huge resource for us. And I’m happy to share if anybody wants to get a hold of me more details about that program.

Brandon Burton 17:28
Yeah, I’m sure you’ll have people reach out and want to know more about that. So as far as managing volunteers, it’s one thing to manage staff where you can give, you know, honest feedback, there’s no salary, there’s rewards compensation. You know, as you work with volunteers, how do you go about expressing gratitude appreciation? Job well done? Or at times needing to, you know, redirect course?

Whitney Diver McEvoy 17:57
Yeah, that’s, that’s a great question. So we do a couple of ways, a couple of things to thank our volunteers, we do our annual holiday party, which anyone that volunteers chamber is included in that. And we actually do it in January now. So we have something to look forward to after the holidays. And that’s been a really big hit moving into January, we still dress up in holiday attire, but it’s just, it’s more fun in January, something to look forward to. So we have that. And then in the summer, we do another volunteer appreciation lunch. That is also we kind of bookend, you know, the year with those two things. And then we also have kind of a yearly survey that we send out to our volunteers for them to give us feedback, and then kind of based on those responses, you know, we’ll, you know, chat with our volunteers, if there’s anything that comes up, but you know, I’m a really big believer in kind of managing in the moment in terms of if there’s a teachable moment or something that like that, that needs to occur, you know, address that stuff right away, and don’t kind of leave that to, you know, an annual review or something like that with your volunteers. And, you know, I think it comes back to treating them like adults and kind of making sure that they have the information that they need to succeed. And then one other thing is that, you know, we see our volunteers all the time, but we do a monthly volunteer meeting. So we’re able to kind of celebrate them and express those, celebrate those wins with them on a monthly basis or address any type of concerns that we have at that meeting as well.

Brandon Burton 19:27
All right. So the thought hit me Are you using volunteers to put on your volunteer appreciation lunch. Just at that, it’s great.

Whitney Diver McEvoy 19:38
I love it. No, we stopped takes care of that one all by ourselves.

Brandon Burton 19:45
So you had mentioned a good key point, early on as you went through some of these points, managing volunteers and that was to never meet one on one with an upset volunteer. So I think that goes along with that kind of course correction being provide some of that feedback that, can you talk to us a little bit more about having that buffer or having another witness there with the conversation to kind of navigate some of those harder conversations?

Whitney Diver McEvoy 20:10
Yeah, I got two good stories for you on that. So my predecessor who was wonderful retired, you know, before I took this position, and she met one on one with an angry volunteer and had to fire this volunteer, and it made the front page of our newspaper, the next few days later, big headline, chamber fires volunteer, and it was all this volunteer story. And, you know, it was her word against, you know, my predecessors word, and it wasn’t good. So cautionary tale, you know, and I, I heard that firsthand from my predecessor on that. So that was always kind of in the back of my mind. And then I had a, you know, when I first started, there was a big cultural shift between the chamber before and what we are today. And I had a couple of volunteers who thought I should be at my desk all the time, and didn’t like that I wasn’t answering the phone every time it rang, because I was at a meeting, etc. So I brought in my board chair, and we had to sit down with a number of folks and kind of explain to them, you know, the business world has changed since you were in it. And, you know, we, you know, business looks different now. But that was a heated conversation. And, you know, I was thankful that my board chair was with me for that conversation. And it allowed us, I think, to get to a better resolution, because that third party was there to kind of neutralize the space. So, you know, sometimes it’s not necessarily about, you know, anything more than just kind of, you know, calming down the situation. So, you know, that’s my, those are my two examples on that, and my horror stories.

Brandon Burton 21:45
Yeah. And I think they provide great reasons as to why to have that that other person or that buffer, mediator, if you will, to kind of work through that. So I appreciate you being willing to share those as well. You had mentioned about building meaningful relationships. So I can see for sure somebody is in the in the trenches and volunteering, it’s easy to have a focus and a desire to build those meaningful relationships. Are you doing some of that before somebody formally, you know, becomes a volunteer to try to help with the recruiting, recruiting and onboarding?

Whitney Diver McEvoy 22:24
Yeah, definitely, sometimes, absolutely. So, you know, if somebody has come to our different events and programs, you know, maybe over the last year, we’ve gotten to know them a little bit. And so we know if there’ll be a good fit. And, you know, we’ll recruit them into volunteering. You know, that’s certainly the case. And I was thinking more of existing volunteers, you know, just, you know, knowing their spouse’s name, you know, did they go on a trip recently, you know, making sure that you have some sort of small connection with them, and they have a small connection with you, right, like, that’s really important, you know, so that they can, you know, be a champion for you and the work that you’re doing, you know, building that kind of mutual respect or mutual trust between, you know, individuals, I think, is really important for folks to understand kind of the work that we do and how they fit into it.

Brandon Burton 23:13
Yeah, I would say that goes a long way, just having that that little bit of a connection, just so the volunteer feels like you get me you understand that you care about me. And that goes a long ways into building that relationship and having them again, be a champion for your organization, and you personally,

Whitney Diver McEvoy 23:31
so, absolutely.

Brandon Burton 23:33
So I always like asking people that I have on the show, for a listener is out there, what tip or action item that you have, I mean, you’ve offered a lot, but for that organizations trying to maybe step up to the next level, what would you suggest for them?

Whitney Diver McEvoy 23:50
I think in terms of volunteer recruitment, I think my number one tip would be to have clear expectations, and kind of what you’re looking for in a volunteer. And that can be different for a board member and Ambassador, welcome center, event, volunteer, whatnot, but have that written down. I think that’s really important so that you can reference that. But also, you can reference that with your volunteer. And I think the second biggest tip is have volunteer job descriptions. And all of this stuff, you know, we have available in the WAC library too. So you can, you know, check that out as well. But I think those would be my top two tips for anybody that’s looking to take their volunteer programs to the next level,

Brandon Burton 24:34
like that. And hopefully everybody took a quick note of that says they can do and dive in deeper thinking about how to involve volunteers have those clear expectations and job descriptions for the volunteers? It’s awesome. So Whitney, as we look to the future of chambers of commerce, how do you see the future of chambers and their purpose going forward?

Whitney Diver McEvoy 24:57
Yeah, thank you for this question. I I think it’s really important. And, you know, I think I kind of lean into kind of this this wise adage that has been going around the industry for a little bit of time here. And, and that’s, you know, chambers are really at the intersection of helping businesses succeed and our communities thrive. And if you know, we’re doing the programmatic work of leading on issues that are critical in our community, there will always be a place for Chambers of Commerce. So for example, you know, if homelessness is a large issue in your community, how is your chamber at the table helping to solve this? You know, is tourism, your largest economic driver in your community? How is your chamber supporting your tourist facing businesses? So how is your chamber you know, really helping to promote responsible tourism, that that’s something that’s in your community. So really find what is important in your town, your city, and get yourself a seat at the table, or better get, convene the leaders around the issues and champion a solution for those issues. And I think if we’re doing that there’s always a place for a Chamber of Commerce in our communities.

Brandon Burton 26:07
I love that I love the idea of champion, championing the solution in your community. That’s a huge one right there. Well, I feel like volunteer management is extremely important, especially as a smaller size chamber three staff that you guys have there, it definitely allows you to punch well above your weight belt or your your weight class, I guess, by being able to have that. You know that that crew out there, who’s out there championing your chamber, your mission, your vision, and you’ve shared some incredible tips today. So hopefully, everybody’s taking good notes, or go back and rewind and listen again, and take those notes down. But, Whitney, is there any anything that we missed as far as volunteer management that you want to touch on before we let you go?

Whitney Diver McEvoy 26:58
I don’t think so. I think that’s I think there was a lot in there. So that was, I won’t overload you guys.

Brandon Burton 27:07
No, that’s great. If a listener wanted to reach out and connect with you to learn more about how you’re managing volunteers, they don’t feel chamber what would be the best way for them to reach out and connect with you?

Whitney Diver McEvoy 27:18
Yeah, you can find us on our website at yountvillechamber.com. Or you can reach out directly to me at whitney@yountville.com. And that’s Y-o-u-n-t-v-i-l-l-e. And my phone number and stuff is on the website, too. And that’s 707-944-8008.

Brandon Burton 27:38
Very good. And I will get those in their show notes for today to says people go back and re listen to those key points he hit on they can go back and jot down or look up in the show notes, your contact information. But when he this is great, you you touched on some very key information and an ability for chambers listening to really, really elevate to the next level by utilizing volunteers at the next level. So thank you for sharing this with us and for being with us today on Chamber Chat Podcast.

Whitney Diver McEvoy 28:09
Yeah, Brandon, thank you so much for having me. It’s been truly a pleasure. I really appreciate it.

Brandon Burton 28:14
If you are a chamber professional, please subscribe to Chamber Chat Podcast in Apple podcast, Google podcasts or Spotify. When you subscribe to Chamber Chat Podcast new episodes will show up in your podcast app each week as they are released. If you’re finding value in this podcast, please leave us a rating and a review in iTunes. But most importantly, please share Chamber Chat Podcast with your colleagues that are in the industry.

Have you ever thought about creating a podcast for your chamber? We always hear about how chambers need to be storytellers. What better way is there to tell the stories of your members and the work of your chamber than through a podcast?

Your audience is waiting to hear from you as a convener of leaders and influencers champion for business and catalyst for change within your community.

I just launched a Chamber Podcast Course with the goal to get your very own podcast started within 30 days. Visit chamberchatpodcast.com/pivot. To learn more and to enroll in the chamber podcast course today.

Get started with your own Chamber Podcast and shortcut your learning curve with the Chamber Podcast Course offered by Chamber Chat Podcast.
Have you considered the many benefits of hosting a podcast for your Chamber? The options, leverage, and possibilities that a podcast offers are virtually endless. Download my FREE Chamber Podcasting Guide to learn how to start your own Chamber podcast!

Essential Ingredients for a Successful Chamber with Dave Kilby

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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 the Chamber Chat Podcast. I’m your host, 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.

Our title sponsor is Holman Brothers Membership Sales Solutions. Let’s hear from Matt Morrow President and CEO of the Springfield Area Chamber in Missouri to learn how the Holman Brothers provided value to his chamber.

Matt Morrow 0:40
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Brandon Burton 1:02
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Our guest for this episode is Dave Kilby. For those of you not familiar, Dave is the President CEO of the Western Association of Chamber Executives or WACE. He’s also the Executive Vice President of Corporate Affairs for the California Chamber. He’s the author of the book Chamber Champions Wisdom for the Ages, which was released in April of 2019. And for 11 years, he served as a California chambers lobbyist on small business economic development, housing and land use issues. Prior to joining the California Chamber he had a successful career in local chamber management as CEO of the Modesto Chamber in California. He’s a former chair of the US Chamber Western Institute and member of the US chambers committee of 100. And their political advocacy committee, is a self described movie Disney and trivia net and has a poly Holic, which is new word for me. Meaning he actually likes politics. Dave and his wife Kim are on a never ending search for the perfect India Pale Ale IPA.

Dave, I’m excited to finally have you with us today on chamber tap podcast, I’d love for you to take a moment to say hello to all the chamber champions that are out there listening and go ahead and share something else interesting about yourself so you can get to know you a little better.

Dave Kilby 2:27
Okay, well, thanks for having me. I’m looking forward to our discussion or conversation. You know, you you I didn’t know you were going to do the whole bio. So you’ve already covered the the IPA angle and the Disney angle and some of those things.

Brandon Burton 2:44
But I try to get deep into the really interesting stuff. Yeah,

Dave Kilby 2:48
but you know, I’m a lifer. I basically walked off the college campus and got involved in a chamber. And it was all because of my senior project in the Journalism Department at Fresno State, which was who promotes Fresno. And that led me down to what a convention bureaus do, what do chambers do? What do cities do? And when an opening came up in Modesto to join their chamber as the number two person, my professor in the Journalism Department said, you know, more about chambers than anybody out there, go get this job. And the rest, the rest is history,

Brandon Burton 3:28
I might need to change that question. And to it says something interesting of how did you find your way into the chamber world? Because everybody’s got such an interesting path. But that’s a neat one.

Dave Kilby 3:39
Well, there isn’t anybody that’s that’s born to get into chamber. That’s their that’s their lifelong dream, but it kind of worked out for me.

Brandon Burton 3:46
That’s right, it tends to find the right people, that’s for sure. So at this point, I usually will have a chamber Tell me a little bit more details about their chamber size, staff budget and that sort of thing. But why don’t you just tell us a little bit more detail about WACE for maybe those who are east of the Mississippi or maybe not as familiar with the organization. Just tell us what it’s all about. And you kind of set the stage for our discussion.

Dave Kilby 4:11
In most states, there’s a statewide group association for Chamber of Commerce Executives. And a couple of decades or more ago, the California group was asked to become a boundary less association for chambers everywhere. And as a result, we now have chamber member members from chambers in I think it’s 21 states and a handful up in three different provinces up in Canada. And it’s it’s kind of, you know, our job we say is to help chamber executives and their staff succeed at their job. Right. So, you know, that that’s really what we’re all about. We don’t do lobbying. We don’t we’re not like you know, us State Chamber per se. We’re all in this for the the chamber execs and the staff professionals to help them succeed.

Brandon Burton 5:07
Very good. So for our focus on our discussion today, we’ve kind of settled on a topic of, you know, looking at it through Dave’s career, he’s seen some, some real chambers that are are really, you know, doing things right, you know, taking a lot of good notes about the things that these chambers are doing. And he’s been able to, you know, establish some good notes as to what are some of those essential ingredients for a successful chamber. So we will dive into this discussion and some of those findings that Dave has seen throughout his career as soon as we get back from this quick break.

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All right, Dave, we’re back. So I’m excited to dive into this exploration, we’ll say these essential ingredients that you’ve come across throughout your career, these successful chambers, what are some of the things that that have stood out to you as you’ve worked with chambers throughout your career?

Dave Kilby 8:43
Well, you know, I think there is a recipe for success in chambers. And I think five of the essential ingredients would be I’m going to I’m going to list them and then I’ll get into a little more detail about them. And that’s perfect. The first ingredient I think is do you have the right people on your board is the WHO who’s on your board and their mindset. The next ingredient is the staff. I mean do you have the best staff you can afford? And And do they have the talents to to run a successful organization? And the third ingredient is are you doing the right stuff? Does your program meet the needs of your members and I should emphasize meet the needs of your members today. Rebuilt i I’ll talk about tradition and some of the things that I’ve seen that have dominated chambers then it doesn’t matter if you have great board and a great staff and you’re doing all the right stuff if nobody knows about it. So are you communicating your value? You know and and and that appeals to everyone out there and not all of your members want the same thing. You know, Mom and Pop wants you to help them with their cash credit and make their cash register ring. And there are businesses out there that are international and their needs are cut pletely different. So are you doing the right stuff? Does anybody know about it? And then last but not least, and I think just, I mean, I, I would say, pre pandemic, but certainly during pandemic, and now is do you have a willingness to risk and change? So those would be my five ingredients. And I’d be happy to comment a little further on all of them if you’d like, Brandon.

Brandon Burton 10:24
Absolutely. So let’s talk about the two, the who I guess in the first two ingredients are the right people on the board and the right staff.

Dave Kilby 10:33
Right. Yeah. And you know, do you have the right people on the bus? And are they in the right seats? Right, so to speak? And, and I think that’s really important. Does your chamber have term limits? Does your chamber board look like the membership? Or does your chamber board look like a bunch of old baby boomers? I mean, are they representative of your membership? And Representative? I mean, that in all ways of diversity, size of business type of business location in the community, age ethnicity, going through it all? Or do they look like a cookie cutter have one type of person? And so I think that’s a big deal. The chambers that have a more representative Board, who are, who can commit resources, time and talent, are more successful than folks that have chamber board members that have to check in with the boss, before the chamber can take a position on a controversial issue before the city council. Right. I think the right people in the right seats is a real important thing for chambers.

Brandon Burton 11:44
Can you touch on on a chamber recruiting board members, and sometimes there’s a feeling of, you know, I can’t recruit are not sure how to approach that. But how do they go about finding the right people for the right seats,

Dave Kilby 11:56
we’ll see, I think one of the essential ingredients that chambers have is that everybody is, is thinking about who’s going to take my place on the board. And so constantly looking for the future board members, and actually going in and recruiting them, I’m a huge fan of that. Because that gets you if you just wait for people to volunteer, you’re never going to get the best and the brightest and the busiest in your town, you’re gonna get people that maybe don’t have anything else to do. And I think when you go recruit somebody, you know, if you and I were to walk into somebody’s office and say, Sally, we’d like to talk to you about the chamber board, you have the talents that we need. And you will have the the experience and the information about the major issues facing businesses in our community. And we need you on our board to help take the chamber to the next level to serve our membership, and the community make the community better? That’s a much difficult thing, much more difficult thing to say no to than if you just email somebody and say, Hey, are you interested to be on the board, or you put something in their newsletter or on a podcast or whatever, you know, please send it, you know, notify rested? Yeah, the busy people aren’t going to do it, you got to go recruit, you got to go get the right people to be on your board. The partnership with staff is really, really important. And knowing knowing that, you have this partnership, and everybody knows their role, they the board knows what their job is. And the staff led by the CEO knows what his or her job is, also, the board is into governance and the CEO is into you give me direction, I’m going to manage this business called the chamber. Right.

Brandon Burton 13:51
So as we talk about the staff side of things, oftentimes, you know, chambers tend to be great incubators, right. They find people may be new in a career, you build them up, you showcase these great talents they have and then you know, they go work for a member business. So talk a bit about, you know, finding the right staff, having them, you know, fit in with the organization be trained, but maybe there’s some things we can do to entice people to stay and it’s not always a bad thing to see him leave either for for good opportunities.

Dave Kilby 14:25
Well, you know, I, when I get in front of chamber boards, I emphasize the importance of running the chamber like a business, a successful business, and a successful business. They have good benefits in a successful business. The CEO may have a contract. In a successful business, there’s a bonus program. And so all of those things are really important. For chambers if the chamber makes $100,000 This year, why isn’t there a bonus program for the people on the chamber staff To reap some of the benefits of that, let’s run the chamber like a business. And, and again, fortunately, in our membership in WAC II, contracts are way up, benefits are getting better every year. And the bonuses, it’s almost 50% of the chamber. execs in WAC II got a bonus last year. Yeah, that’s awesome. And that I think is really important. That didn’t used to be the way it was. So because of that you have people stayin and making this a career more than just making it at their next job. So and that’s obviously one of our goals is to, is to make sure that that happens.

Brandon Burton 15:40
And that’s a that’s a big difference maker, right? They’re making it a career versus a job and something they can see themselves doing long term because there is a future there. So I appreciate that. The infographics he put out every now and then from the survey results you guys do, I think it’s very insightful. And anybody who’s not following Dave on the social media and whatnot to see those things, there’s a good key information in those infographics. So thank you for sharing that. So let’s say let’s touch on the right stuff, are you? Are you covering the right stuff and addressing the right stuff in your chamber? And I know that’s a topic a lot of chambers might need to take a closer look at when you have mission creep and maybe lose focus of, of your purpose and mission. So talk to us a little bit about that.

Dave Kilby 16:29
Well, you know, about four or five years ago, we were really, basically concerned about the future of chambers, and is our brand and in a sense, will chambers go away when the baby boomers retire? We were trying to find out the answers to that. And what we, what we came up with, with all of our focus groups and surveys and everything else is we came up with chambers today need to be what we call three C chambers, not three P chambers. Three C’s are to be a catalyst, a convener and a champion, which people can tend to remember that. And that’s a catalyst for business growth. That’s a convener of leaders and influencers to get things done. And that’s a champion for a thriving community. Now, contrasting that, with our research showed that folks don’t want their chamber to necessarily be what we call a three P chamber parties, parades and pageants. And around Fourth of July pyrotechnics, I mean, if that’s what I like to ask the question, what do you want your chamber to be known for. And if it’s known for ribbon cuttings, and mixers, and fireworks, that may not have value to a lot of people in the community. If the chamber is known as a problem solver, making it better to live, work and raise families in this community, they’re going to be a lot more successful. And frankly, people are going to be willing to write them bigger checks,

Brandon Burton 18:09
right? Have you seen maybe some key traits or characteristics from chambers that make that shift from being a three P chamber three C chamber and how they do it? Because they don’t imagine a lot of it is just, you know, cold turkey, where you just stop doing the Fourth of July parade? And, you know, there’s still things important to the community, but you’re also making a shift into more of that meaningful work?

Dave Kilby 18:32
Right? Well, I think, again, they’re kind of five buckets that that our research shows that folks want their chamber to do business people, the surveys that we do, we’ve surveyed, we have survey results from over 25,000 business people for that are involved in chambers. And we asked them the question, how important is it for your chamber to do these things? And so five things that popped out of that. And it doesn’t mean you still don’t do events, but you might have to spin them slightly different of why you do events. So the five things are, are you doing things to strengthen the local economy? Are you doing things to represent the interest of business with government? Some people would call that government affairs. Are you doing things to promote community? Now, that’s a little bit more than convention Bureau staff and tourism that’s making this a good place to live, promote our community way of life? And are you doing things to build business relationships? So see, you still do events, but you shouldn’t be doing that shouldn’t be the only thing you’re known for. And then the last bucket involves political action. It’s the it’s the most sensitive, it’s the most controversial, but the question that we ask, how important is it for the chamber to help elect business friendly candidates? It’s the office. Well, the current number is 72% of business people rate that as very important. Now, when we started doing this survey 20 years ago, it was 51%. Wow, today, today’s business person thinks there needs to be more business friendly folks elected office and how can the chamber help them? Yeah. So the fact that they want it, we don’t get into how you should do it, because it could be a spectrum, a continuum of things, from a candidates forum to endorsing candidates and writing checks from your political action committee. But all of these, so let’s, let’s just put political action aside, all of the others, the building business relationship, promoting community, representing the interest of business with government and strengthening the local economy, all of those are in that mid 80s, or 90%. of business, people say, I want my chamber to do those things, this is very important. So again, back to one of the essential ingredients of communicating value, you may be doing it. But the only thing that gets headlines are the only thing that you keep talking about is the next event. Right? This other stuff, which is a little more heavy lifting stuff tends to get put in the background, often by a lot of chambers,

Brandon Burton 21:23
right. So the communicating value, I see chambers are probably becoming more and more effective at that, with that data feedback you just gave 71% want their chambers to be involved with political action. And that that, to me, that goes back, it ties back into communicating the value because nobody is telling these business owners that hey, this is what your chamber should be doing. It’s what do you expect from your chamber and to see that growth? That means that that communication is happening there. But I also see some chambers still struggle a little bit to communicate that value. So yeah, talk a little bit about that.

Dave Kilby 22:03
Well, part of part of it is also I’m back to the board. Again, there are there are chambers out there that their board kind of has the perspective of we need to be everybody’s friend. And there are other chambers out there, the most successful chambers out there, by the way, have an attitude of we want to be respected, and maybe even feared, if we ever flexed our muscle look out. Because, you know, we can do a lot of things if we ever really went all in on something. So that communicating what you’re doing. Again, I’d like to ask people to do this, I said, take a look at your first screenshot of your E newsletter. I get about 150 180 of them every month, from different chambers. And the first screenshot to me tells the story. I’m too busy. I’m just like your members. I’m too busy. I’m not going to scroll, I’m not going to spend a ton of time. So what’s on the first screenshot, what are you communicating in the headlines? Assuming I’m not going to read? So what’s in the headlines? Are you doing a lot for what’s in it for me? The member? are you explaining the value of that I an example I use all the time is there’s a chamber there were two chambers out there. And within days of each other, I got their E newsletter. And the subject line on one was business expo November 13. The subject line on the other one was opportunity to meet 1000 potential business clients at the Chamber’s business expert. Now, that was just the subject line. But I think I know which one most businesses would click on To find out more information. I think it’s the second 1000 business contacts,

Brandon Burton 23:51
right? Yeah, so the other one you don’t need to open right? You get the information you need, right and the subject line which which made the that’s all you need is and mission accomplished. But there’s usually more information you’re trying to portray. You’re more details.

Dave Kilby 24:04
Yeah, it also doesn’t give you a rationale to be interested in it. Right? When you put what’s in it for the member, you know, then they’re more inclined to attend and click on it and go sign up, do whatever,

Brandon Burton 24:19
right. It probably wouldn’t be a bad idea for chambers to dive into some copywriting classes and courses and whatnot, just to see what these marketing companies are doing. What are they doing to grab your attention through emails, little teasers you get through social media posts. They know what they’re doing. They’re following the science, you know, of how your brain works and what gets your attention. So if nothing else, if you’re not going to sit down and actually do a course on copywriting, just be aware and pay attention to what you see on emails that come across to you and what you see on social media. Again, not

Dave Kilby 24:53
everybody has somebody on their staff with a journalism degree or a marketing degree or whatever. So you know, maybe getting a little X For a knowledge in that area would be helpful. Instead of it’s oh, gosh, we got to do the newsletter again.

Brandon Burton 25:06
Yep. In the panic do an hour before to throw something together. Right. So let’s talk about the the number five ingredient the willingness to take risks, what do you see there?

Dave Kilby 25:20
Yeah, you know, this is one of those that you know it again, to take the chamber to the next level, in this day and age, we have to be willing to change and risk, we have to be willing to do things different. You know, I, I’m a, I like to ask this question again, of chamber professionals, and I asked it to your audience, bring it in, you know, do you know who the protectors of the past are at your chamber? And, and frankly, hopefully, it’s not you, you know, hopefully, you know, if you’re the person that says, Oh, we’re gonna go back and keep doing the stuff we did in 2017. I don’t think that’s going to cut it anymore. There’s a quote out there, I’m not sure who said it. But I, I remember, I remembered it and wrote it down in my typical note taking that I do. And the quote goes like this, the pandemic caused us to do the things we should have been doing all along. Right. We should have been the key resource for businesses and dealing with government, whether it in the pandemic, whether it was PPE, or PPP or Cares Act money, or on and on and on, we became the trusted resource that they turned to, not just members, but the entire business community often saw the chamber completely different during 20 and 21. And in frankly, I think it’s it carried over into 2022. But the shelf life of that if you don’t keep doing things like that, now, we’re on to something else here in 2023. And how’s your chamber viewed?

Brandon Burton 26:56
Right. So, to me, that goes right back to that number four ingredient of communicating value, because a lot of these chambers were doing that, but their members had no idea until the stress hit till the pandemic hit, like, Who do I turn to? What do I do? And it’s like a moment of desperation, let me check with the chamber. The chamber is like, yeah, we can help you. We’ve been here all along. But that value had not been properly communicated. And or maybe they weren’t doing the right stuff. Today, going back to ingredient number three. So these are these are all supportive of each other, as I see.

Dave Kilby 27:31
Well, I see it also it gives me, it gives me an opportunity to spin it all slightly different. And emphasize the points,

Brandon Burton 27:39
right, for sure. So I hope everybody was taking notes, or maybe go back and give it another relisten as they go through those those key ingredients. And I think some of these are things that they’ve heard before and maybe in passing, but maybe hear in the way that you presented it today puts it in an order that makes a lot more sense to prioritize where they put their focus right now. Dave, as we start to wrap up here, you’ve shared some great tips. But I always like to ask for a tip or an action item for a listener who is trying to take their chamber up to the next level. What might you suggest for them?

Dave Kilby 28:15
Well, you mentioned this word, I have two things, frankly, and I’ll try to be brief on this, but

Brandon Burton 28:21
like bonuses, so Well, yeah.

Dave Kilby 28:24
I’m not gonna go there. I think one of the word focus. Yeah, I think I think a lot of chambers would be better off if they did less, and did what did those things better than trying to be all things to all people? So is it time for your chamber to focus? That would be my question there. And one of the ways to focus is I’m I’m a, I’m an absolute firm believer, I don’t care whether you’re a longtime chamber person, or brand new, of developing relationships with a handful of other chambers, and kind of a sister chamber relationship, if you will share everything, but but not necessarily pick the chambers next door to you pick chambers larger, that that you want to be more like, you think they’re doing a great job, how can I do that in our community? So I think that that, that tribe, if you want to call it that, have five go to people that you could turn to and ask them almost anything is really important. And it’s been one of those things that through social media and such, it’s, it’s probably a lot more common today than it used to be. But I think you got to choose wisely. Who’s in your tribe, right? You’re choosing people, the people in your tribe are all traditionalist. Instead of innovators and risk takers. You you’re gonna have a completely different experience. So choose wisely.

Brandon Burton 29:51
Yeah, I like that. I like that advice. And that’s a hope that I have through the podcast too, is as I have guests on and if people do splay, what they’re doing at their chamber, as a listener, if there’s a chamber that saying something that really resonates with you reach out and connect with that person, and see if if you can, you know, be a part of their tribe or bring them into yours, and learn and share information with each other and build that relationship outside of the earbuds you’re listening to the podcast through

Dave Kilby 30:20
this is this is a hugely a willingness to share industry, and to call up a chamber exec Atul, even out of the blue, and you don’t even know him and say, Hey, I saw this on on your website, or I heard about this on Brandon’s podcast or whatever. And I’d like more information, the person on the receiving end of that takes it as a huge compliment. Yes, not not a, you know, not a waste of time at all. So there it as you know, it’s a sharing industry, you know, you raise the tide and all the boats go up. So

Brandon Burton 30:57
that’s right, for sure. David, I like asking everyone I have on the show, how do you see the future of chambers and their purpose going forward?

Dave Kilby 31:10
Well, I think it’s, I think it’s full of opportunity. I, I, my numbers say that about 40% of the chambers have never been stronger ever, in the history of their organization. There’s another 40% that are kind of struggling, I mean, and many of them have been very honest with me calling me up and saying, man, we’re in trouble. We, you know, we need some help. And then there’s 20% that are kind of somewhere in the middle. So I think the opportunity for people to move up is definitely there. And if especially if they embrace the five essential ingredients that we talked about earlier in the in the podcast, nowhere to go. But up, I think it’s a great time to be in this business, and a great career for people in the years going forward.

Brandon Burton 32:01
Yeah, if nothing else, it’s easier now than ever to communicate the value to your staff of this is what we do. And then you got the mission of going and communicating that value to your membership and the business community at large. Oh, this has been a great conversation. I’m so glad to have you on the podcast and to have you go through these five essential ingredients for a successful chamber. If if someone wanted to reach out and connect with you and learn more about, you know, these observations you’ve had throughout your career, what would be the best way for someone to reach out and connect

Dave Kilby 32:38
my email address and I’m, you know, when I do hang it up, I’ll, you know, it’ll, it’ll forward you to a personal email, but my, my current email address is dave.kilby@calchamber.com. That’d be the best way.

Brandon Burton 33:01
Very good. We’ll get that in our show notes too. So people can pull that up and reach out and connect with you that way. But I will say I’ve had several listeners or several past guests, you know, reach out to me after the fact and say, you know, they were surprised to how many people reached out to them afterwards, because of the things that they shared, wanting to learn more and, and really building that tribe. So as we wrap up, I want to encourage everybody to continue building your tribe and take that tip that they’ve shared and, and do something with it. Don’t just listen, but take some action on it. But Dave, thank you so much for joining us today and sharing these key insights. And it’s been a pleasure to have you with us today on chamber chat podcast.

Dave Kilby 33:44
Thanks for having me. I appreciate it.

Brandon Burton 38:24
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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 the Chamber Chat Podcast. I’m your host, 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.

Our title sponsor is Holman Brothers Membership Sales Solutions. Let’s hear from Diane Rogers, President and CEO of the Rancho Cordova Area Chamber to learn how the Holman Brothers have provided value for her.

Diann Rogers 0:39
As a medium sized chamber, we recognize that it’s absolutely critical to have a well qualified and well trained membership development person. Holman Brothers trained that person, recruited that person then they even trained me on how to manage that person. We’re grateful for the support we got.

Brandon Burton 0:54
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Our guest for this episode is John Brewer. John is the president and CEO at the Billings Chamber of Commerce in Montana, which is a five star credited chamber through the US Chamber of Commerce. The Billings chamber developed and manages the Billings tourism improvement district visit southeast Montana and the billings chamber foundation. John currently serves on the WAC board of directors. His past chair of the Montana association of Chamber of Commerce executives, serves on the ACCE board served as their emerging cities chair and serves in the US chambers committee at 100 advisors. Before moving to Billings, John was president and CEO of the Spokane regional convention and visitors bureau in Washington, of course, he has a BA in Communication Arts from the University of West Florida, and he and his wife Carrie have four children and two grandkids. But John, 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 they can get to know you a little

John Brewer 2:10
better. Hey, Brandon, well, thank you. It’s, it’s good to see ya. It’s always the most difficult question I think is sharing something interesting about yourself, right? Because golf that I find interesting other than I do it a bore. But you know, my wife and I, I guess if I were to say one thing that we’re passionate about, and it’s been kind of unique is that for the 20, some years, 25 years, we’ve been together, we’ve been fostering dogs and my wife has a heart for people in need and animals in need. So we’ve had everything from 12 Puppies running around the house to a dog in a wheelchair to other special needs type dogs to try to help find them a home. So for us, it’s been fun as well as it’s been rewarding to to help connect the animals to their lifelong homes.

Brandon Burton 2:57
That’s awesome. So if you had to, if you had to guess over the last 25 years or so about how many dogs have been through your house, the Bowl number

John Brewer 3:08

  1. We were much more active when the kids were at a different age and things that now we kind of go one at a time, I think more more because of our age than any grant. But it’s great. He’s working with debt dog adoption agencies around the country. And when they need a home. He’s kind of opening the doors for him. So I love being part of that.

Brandon Burton 3:30
That is awesome. As dogs need that. Yeah. Well tell us a little bit about the Billings chamber just to give us some perspective. Before we get into our conversation. Obviously every chamber is different. But give us an idea of size staff budget scope of work that sort

John Brewer 3:47
of bragging about Yeah, first. Yeah. You mentioned your that five star credited chamber several years ago, we were chamber of the year through atpe. So we’re proud of the work that we’re doing. We’ve got an incredible board of directors that kind of let us be unchained to go and figure out what needs to be solved in our chambers really focused on being one of those kick butt chambers, if you will, and problem solver and as far as tackling big community issues, as well as those core things that most chambers are involved in. For us. It’s business growth, business advocacy, community development. And then we are also as you mentioned in the intro there, the managing organization for our tourism entities both visit Billings and visit southeast Montana 13 counties and two Indian Reservation within our region here. So, you know, having that balance of connecting business to the you know, millions of visitors that come through here on their way to Yellowstone National Park or Little Bighorn battlefield sight of customers last stand or along the Lewis and Clark Trail. Were in a great spot to not only be a business hub as the largest city in Montana, and A tourism area where people start their journey by flying in and got the largest airport and great internet interstate connectivity. But our chamber has right now just over 1100 members, they employ just under 15,000 people. And we are hovering around 90% retention and we love that number. It’s solid. And we’re just we’ve been on a growth cycle, both from a revenue perspective, as well as the membership perspective. So our staff has grown by four FTE in the last 12 month and we’re brought people on who are focused in in the finance world, we need to do some things you’d mentioned that we just launched our foundation at the chamber. And we’re also bringing people on to help take care of the workforce issue that every community I think in the country is facing.

Brandon Burton 5:54
Now that you guys definitely have your work cut out for you, that’s for sure. It’s curious, have you guys seen an influx in tourism since the TV show Yellowstone came out a couple years ago?

John Brewer 6:05
It’s funny how many times we’re asked that question, right? Yeah, we, you know, Yellowstone, in where that shot is probably about a four and a half, five hour drive from us. But you know, Yellowstone Park has seen a bump, we hear lots of people on their way and talking about it, the detrimental side to that is now the state legislature feels like we’re getting all this free advertising that we should just pull that we get about $2 million annually for tourism funding. So they’re like, we don’t really need that anymore. Let’s reinvest that in affordable housing and other needs in our communities like public safety. So we’re in the middle of our legislative session that meets every two years, and kind of all hands on deck for those battles. And they are they are plentiful. We’ve got 4000 bills that have been introduced. And so yeah, it’s exciting. Yeah, it poses some challenges.

Brandon Burton 6:54
Right. Now. We were one of those families. Last summer, we were gonna go there and about I think two weeks before we went the, I think was the North Loop got closed down with the mudslides and stuff. And so we ended up kind of rerouting what our vacation was going to be because they were only letting in you know, every other day, depending on your your license plate numbers. They’re like, that’s a long hike.

John Brewer 7:19
And interestingly enough, our visitors director at the Chamber, her brother is the superintendent at Yellowstone Park. So when they were going through that kind of a lottery of license plates, you know, we were hearing about some of that, and that was an interesting process. But yeah, they were hit very hard, still not fully recovered, hit the egg industry in our region. But you know, that’s another thing that chambers are always geared up to, to try to do is, you know, be prepared to help whether it’s, you know, all the rains in California flooding hurricane. So another exciting role, though, per chamber and pillar solving those community problems that they hit.

Brandon Burton 7:54
That’s right. So getting back to, I guess the topic for our conversation today. As great as billings is, and you know, we want to get get honed in on a certain topic here. So, what we decided to cover today is, you know, every, every chamber, every community is vastly different. And as we get into the topic of diversity, equity inclusion over the last few years that looks different in each community. And as we talk with John today, we wanted to kind of focus on the why for Thayer Dei, what did they you know, hone in on and focusing on as they worked on diversity, equity inclusion, and we will dive into that much deeper as we get back from this quick break.

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All right, John, we’re back. As I mentioned before the break diving into what was the why for the your diversity equity inclusion efforts there the Billings chamber and how did things kind of evolve into what it is now.

John Brewer 11:43
And I think that word evolve and evolution is so important because I think so many of us in the chamber world and maybe as just citizens of the world, you know, we hear a lot about D E I and it strikes us all differently because words do matter. And as we were developing the name of the work even it was a lengthy discussion for many diversity, equity and inclusion or triggering words or they have a stigma to them. And and I think this evolution of white white chambers are involved in Dei. Now, is it an important context to understand I mean, for us, everything that we do these days is revolving around workforce, workforce development, workforce retention, Workforce Education. And this is one of those areas that I think we just push aside or think that we’re doing okay in and ignore. And I feel that chambers are masters, developing these type of networks, to include people so that they have a voice and to include opportunities for individuals to grow. You know, we convene people as chambers to solve problems, whether it’s public safety, or wetek. We talked about a minute ago, floods and community disasters, we bring people together for their expertise. But we also as chambers convene people to help educate them to help them grow. We have small business networks, which is a diverse individual group, we have young professionals and women’s networks and veterans groups. All of those address diversity by a DDI program just brings it all together. And understanding you know, because I think when I when I first got into this, and it’s only been a couple of years from the Billings chamber, so we’re in our infancy. But diversity doesn’t mean a person’s skin color alone. And I think that’s where we often go, you know, I’ve never personally been a female, I’ve never been in a wheelchair, I’ve never been a person of color. I’m not gay. I am, who I am. And I’ve got my political leanings and my religious beliefs. And we’re all so unique that for us and for our organization, what it means for us as the why and what we need to accomplish is to have a better understanding of others to meet them where they are, to help them feel a sense of belonging so people can bring their authentic and best selves to work. And so that companies can have the tool that they need to build a strong workforce. As I mentioned, your retention and recruitment is just so important. And I think many of the chambers that will be listening, but also the tourism economy. For us, we have about $625 million in visitor spending and direct visitor spending over 625 million. And over the last several years, our call center started getting questions in regards to I’m a person of color, am I safe? I’m a person in the LGBTQ plus community do I belong? And so between the visitor economy and just working with our members to help build that, that sense of belonging in a workforce so that the companies can, you know, tout themselves legitimately as being a Quality place to work and help employees grow?

Brandon Burton 15:03
Absolutely, I think that’s so important, it just creating that that place of belonging no matter what the diversity is of the population, and like you said, you’ve never been a woman. But yeah, that sometimes that gets overlooked, you know that, you know, there are different segments of the population, whether it is gender, or I think race is where a lot of people go to and you think the bet, are you a veteran? Are you disabled? Are you you know, what are the different things and and more and more, it feels like there’s new labels being put upon people or that are people that are associated with with new labels and and groups that they need special attention, they need to be considered, especially as they enter

John Brewer 15:50
the workforce. And I want you know, everybody who works, you know, bringing it down to the micro level people that work at the Chamber, I want them to feel that regardless of their backstory, where they come from, challenges that they’ve had in their life, that they feel that we are a place where they can grow, and they are important and their voices heard. And, again, whether it’s a person of color, and in Billings, we are about 88%, white, we have a strong Native American population, we’re close to the Crow Reservation, as well as the Northern Cheyenne. And you know, their workforce right now. They’re at about 50% unemployment there. And they’ve got workforce and a college and we want to find ways to be better in billing, to help bridge that workforce gap to help grow, but they have a unique culture that, you know, some from I think that the white heritage might just see the native culture and say, you know, what, they don’t show up on time, they’re don’t work as hard. The work ethic is different. And it’s these issues where it is just different. And once you learn how to address those, boy, we’re missing out on some big opportunities. If we don’t and, you know, for us, it was to better understand what we didn’t know at the time, we surveyed our membership a lot and asked a lot of questions to help even determine whether this was something that we should be getting into. And we had about 78% of our members say, we have needs and there’s nobody leading in this space in Billings in a space, I mean, connecting business to Dei, and 78% of our members said we need to do this. Billings is friendly, you know, we’re a great community, we’re welcoming, but we’re not diverse, and simply not knowing how to address diversity. And like we just talked about the breadth of diversity. I was surprised kind of how hungry some of our members were for tools that could help them grow. Absolutely.

Brandon Burton 17:51
And, yeah, I feel like that’s one of the biggest challenges we have in our day is being able to be inclusive of all the diverse segments of the population and diversity, you know, division has that same root word of division, right? So in different segments of diversity, there comes a lot of strength, you know, as you can come together with, you know, whether it’s a women’s group or, you know, different races gather together, or its sexual orientations, there’s some strength coming together for that. But as society is as a whole, and as the workforce as a whole, it becomes very divisive, or it can be as we have all these different segments. So how do we incorporate everybody give them a place of belonging, make sure that they understand that it doesn’t matter, any of the subsets of the population you belong here, we want you to hear that. Yeah, say how have you have you guys approached that?

John Brewer 18:51
Well, we spent a lot of time again on the name when we talked about belonging, and we had all these nice acronyms and flowery words that we just decided that you know what we’re going to hit this head on, we’re going to have difficult conversations, and we’re going to be that place where people will feel comfortable coming with their tough questions, because like you say, dei and woke and all of these over politicized word, you know, it all boils down to, how are we helping our members and our employees feel like they belong. And we’ve developed a four part strategy for our dei work, and most recently launched a program called you belong and billing. With the end we launched at our annual meeting just a couple of months ago. The idea being that Montana and billing was ranked in the top three states and communities in the United States where people were moving to over the past couple of years. And we knew that brought a diversity of thought and diversity of political backgrounds, the diversity of color and so on. And we set out with this initiative to help an employer once they bring somebody in from another community, help them to onboard them to the community. So as an employer, we all have our onboarding programs, you hire somebody, you give them the one on one in the organization, they immerse in your culture at your organization. But we’ve found in our hearing, over time, so many of our large employers were losing people, because they couldn’t find their footing in our community. And for a variety of reasons. So as new people move here, we’ve got this community onboarding program, if you live at old Welcome Wagon feel you’ve just moved here? What should I see? And do where’s my theme, you know, where can I connect with things that interests me, whether it’s, you know, brew, trail walk, or arts and entertainment, the music scene. But more importantly, we felt it was a one on one human connection, so connecting them to other newbies that have just arrived in Billings, as well as community leader. So that this, you know, couple year ramp up time, I’m learning a new job and learning a lot of other stuff, buying a house, getting my cable connected all that stuff, we’re now going to deliberately help you find ways to get involved in the community getting involved in the chamber. And we think over time, we’re gonna be tracking that, and seeing what kind of retention rates employers are going to have, because there’ll be doing this onboarding, and then connecting to our leadership programs and connecting to elected official, and finding a way to get involved in our dei work if they choose. So that’s one very significant initiative that in its early phases, and we’re excited to see how it progresses.

Brandon Burton 21:34
Yeah. So and I like how you surveyed your members. And you said that you’re going about this, you know, when it boils down to what’s good for buildings, what’s good for your members. But really, there’s a huge outreach component of this to saying that you belong here, and you’re talking to people that are not Chamber members, that you’re talking to people that are not yet part of the community in some instances, but being inclusive and saying you belong, we have a place for you. But really focusing with your membership to create those places where they can belong and, and make them feel part of the community. So I’d like to, the focus is on billings in the members, they’re really that outreach component. I think this is so important.

John Brewer 22:17
In the outreach piece, one of our four core goals for dei mission was not only outreach so this one is relatively new, the outreach to outside of our borders. But within our membership, that continual dedication of space in our E News and other communications to dei content, celebrating Black History Month, and Martin Luther King Day, for example, and making sure that we’re able to provide kind of an upcoming calendar of here’s where we used to be set aside and set aside some dedicated time to to celebrate different populations. We launched a dei website, billing dei.com, and it has videos and to get books to read, and a downloadable toolkit that we actually partnered with it. Since they partnered we borrowed from the Phoenix Chamber of Commerce, they developed this amazing resource. We worked with them to tweak a little bit to be billing centric, redeveloped it launched it and provided contacts and information on this website that helps businesses with their onroad or their onramp. You know, I want to start with I don’t know where to begin. What step one, I’m just in the early phases of wanting to introduce belonging into our organization, or we’ve been doing this for years, and what’s next for that company. And so some of our early adopters that really helped get the brand and part of a successful initiative, like takes funding. And some of our early adopters that stepped up, were some of the names you heard of, you know, corporate, large, major corporations such as Exxon and Keio International, based here and billing. A number of financial institution came to us with significant financial support to help us develop the structure, build a website, hire an individual to spearhead this work. And that’s meeting that goal for us. But making this sustainable, this could not be a fad. That, you know, it’s the talk of the day, let’s get behind this because it’s new, and then it disappears. It has to be sustained. So we built this into the fabric of our organization, found the funding and are really happy with with that continued growth and the continued support partnership from our members. Yeah.

Brandon Burton 24:36
So is the majority of the, I guess information and training for members? Is it digitally based on the Billings to ei.com? Or do you have any in person kind of stuff? I know you had mentioned the community, you know, the community onboarding has a personal touch that as far as getting the members position Well to be inclusive and welcoming for everybody. And what does that look like?

John Brewer 25:05
Yeah, so one of the very first things we did, this is out of my comfort zone. And we started. So we brought together a steering committee that has now evolved to an advisory board of 15 individuals that bring different perspective. And we decided early on, we needed to launch that personal touch. So for four sessions, now, we’ve had a diversity, equity inclusion, and an implementation dei class that’s consisted of four workshops. And those go over a four month period. And they’re followed by four community roundtable discussions, and then network opportunity. So after those four months, people will go through that they go through a graduation ceremony, we celebrate them. And then they become kind of part of our alumni email chain now of keeping them communicated with on a high level. But that step was big. And then once a company has graduated, so many people through that program, they’re then designated as a Workplace of Choice, and they get some language, we’re working on another piece to that that would be more of an identity for them. But they’re able to utilize those resources and promoting their organization as a quality place to work. So that has meant over the last two years for us 150 graduate full classes almost every time, those 140 50 graduates represent just over 30 businesses that employ 16,000 people. And that was our goal was to reach the major employees to begin with employers to begin with, knowing that they would cast their net out to their employees. And our goal, starting last April, and moving forward now is to engage many more small businesses. And part of the funding that’s come in, through our sponsors has been dedicated to scholarships for those that can’t afford it.

Brandon Burton 27:03
And it’s great. That was one of the questions that we’re going to have is there’s some kind of certification they get afterwards as a company, and you got into the depth of that with those workshops and the ability to kind of workshop together and around table and stay as part of that alumni group, and build that strength throughout the community. And then thinking with these major employers, 16,000 people being affected, they’re not all going to stay at the same player forever. So they’re going to move around that training is going to go with them as well. So casting that net, you know, wide within these major employers, I think is so key. And it’s such a smart move. I wanted to see as we start wrapping up here for I know a lot of chambers have some sort of a D and AI initiative, but it’s gonna see if you have any tips or action items for chambers listening, who want to take their organization up to the next level, what what would you suggest for them?

John Brewer 28:04
Yeah, that’s a great question. And you know, whether it’s dei specific or otherwise, one of the things that after our one of our first dei workshops, the presenter, who we’ve engaged as our contracts service provider to lead these workshops, gave me a bottle of wine, and encouraged me to enjoy it with somebody who I don’t know who doesn’t look like me, think like me is different. And I just that stuck with me. And I’ve got that here on my desk as a constant reminder of, you know, we’re engaged with a lot of people as chambers, we have strong networks, but there’s so many groups and individuals out there that we don’t know. So I’ve carried that on. And we do gift cards for staff and gift cards for others in the past, and have handed them out and said, You know what, here’s here’s a card for your favorite brewery or a card for a coffee shop. only caveat is you got to go find somebody to enjoy it with who you don’t know. And that really helped us as we were, again, evolving our advisory board and bringing those unique places around the table. Because we just have such a propensity to go back to that comfort zone and say, Hey, I’m gonna go grab this person and that person because I know they get stuff done. And I have a comfort there. That really helps, I think, just think differently and put you in that uncomfortable zone of of growth.

Brandon Burton 29:28
Yeah, yeah, I love that tip. That’s a hopefully everybody’s making a quick note of that. To get out of your comfort zone. Go enjoy time and conversation and a beverage or some food, you know, with somebody who’s different than you. And there’s a lot to be learned by doing that. John, I’d 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?

John Brewer 29:59
Yeah, I think there’s, you know, wide open plate for us to be successful and incredibly impactful in our community. But it boils down to leadership. It involves, you know, the makeup of our boards of directors and the professional staff that we have membership leadership and engagement. But there are there are some incredible roadmaps out there and somewhat crystal ball that we all need to be paying attention to and, and watching as they are updated. And, and, you know, I look often towards work that was done several years ago to ACCE and the horizons initiative gave us great perspective on emerging demographics and political polarization. WAC II is an incredible resource for their three C’s evolution of chambers becoming catalysts, and champions and conveners. And, you know, if we look to those roadmap, but he said at the very beginning, all chambers are different. But there’s a certain kind of structure a solid foundation that makes us unique, and I think will continue to provide value and make us relevant and not only relevant but essential as we go forward in such a digital age that we still have that ability to bring people together, that can really impact our communities in substantive ways.

Brandon Burton 31:23
I love that answer. And you know, how spot on was the horizons report? Right? Yeah. Oh, my goodness. Yeah. So I’m glad you brought that up. And in going from relevant to essential, I gotta upload Casey Steinbacher book, you know, that same title, great book, and any, any chamber pros out there, I haven’t read it. It’s a Kindle version. So you got to download it, but it’s a great read. John, I wanted to give you an opportunity to share any contact information. So anyone listening who’d like to learn more about how you guys are doing things there and billings, specifically about you know, creating a place of belonging with the your business growth there. What would be the best ways to reach out and connect with you

John Brewer 32:10
always best to reach me via email and that’s john@billingschamber.com. Again, just perusing our website with our BillingsDEI.com. There’s some great resources and a wider breadth of contact information and then then our website at Billingschamber.com as well.

Brandon Burton 32:30
Right? Well, we’ll get all of that in our show notes for this episode. So if anybody is driving and couldn’t get in, jot those down, just check out the show notes and scroll all the way to the bottom, you’ll have all of John’s contact information there. But John, thank you for spending time with us today and sharing how you guys are creating that that place of belonging through business growth there and Billings and the example you guys are sending. I really appreciate it. Thank

John Brewer 32:55
you, Brandon means a lot. I appreciate that.

Brandon Burton 38:24
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Culture with Miles Burdine

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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 the Chamber Chat Podcast. I’m your host, 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.

Our title sponsor is Holman Brothers Membership Sales Solutions. Let’s hear from Kris Johnson, President and CEO of the Association of Washington Business in Washington State to learn how Holman Brothers has provided value for him. 

Kris Johnson 0:41
Well, Doug and Bill at the Holman Brothers have been a key ally in growth for my professional career working at three different chambers, a local chamber, a regional chamber, now a statewide chamber. And they’ve been the ideal solution, whether it’s a comprehensive training program, whether it’s working on individual sales growth, quarterly check-ins with the team, the ability to grow members has meaning more assets for the organization, more assets means we can do more things to serve our members. They’ve really been the perfect solution for us, a trusted resource partner and a growth partner for us all along the way. So hats off to Doug and Bill for their great success. They’ll be a great partner for you as they are for us.

You can learn more about Holman Brothers Membership Sales Solutions by visiting holmanbros.com.

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Our guest for this episode is Mile Burdine. Miles is a native of Kingsport, Tennessee, and he’s been with the Kingsport Tennessee Area Chamber since 1994 and was promoted to his present position of president and CEO in 1999 Miles other career was with the United States Marine Corps. After graduating from University of Tennessee with a degree in business administration, he served on active duty for seven years before resigning and his commission and joining the Marine Reserves after having served 30 years and now retired at the rank of colonel Miles has extensive training and experience in war fighting tactics, terrorism, security, civil affairs, and the challenges faced in the Middle East. Three of his deployments have been to combat environments in Beirut, Lebanon and 1883, Operation Desert Storm in Saudi Arabia and 91. And Operation Iraqi Freedom in Iraq in 2005. And 2006. Miles and his wife, Denise have three daughters and three granddaughters. Myles, thank you for your service, first of all, and welcome to Chamber Chat Podcast. We’re excited to have you with us today. And we’d love for you to say hello to all the Chamber Champions and share something interesting about yourself so you can get to know you a little better.

Miles Burdine 2:51
Well, I’m Brandon, thanks for the opportunity first and yes, good morning to all the chamber staffers out there and chamber world and has really don’t really have much interesting about me, except perhaps of all three of my daughters named Laura and I’ve got two tattoos and locations that only people I want to see them can see them.

That’s about the only interesting thing about me. I’m not sure that’s even interesting.

Brandon Burton 3:17
Yeah, that’s good. That’s good. Well, tell us a little bit about the Kingsport area Chamber just to give us some perspective, maybe the size of the chamber type of work, you’re involved with staff budget, that sort of thing. Just to give some perspective, before we get into our conference.

Miles Burdine 3:34
We’re we’re relatively small community, there’s only about 55,000 in our community, but you go outside the city limits, of course, it grows significantly, but our chamber represents probably around 900 Different businesses or organizations. We’ve got a staff of 30 budget of 4.7 million and but I’ll add to that there’s about 31 million that actually managed by our, our accounting department, when you had other programs and projects and things that were involved in it within the community. And our list of programs, projects, events, things going on this building is quite long. We’re involved in the typical things that you might expect to chamber be involved in membership, of course, workforce development, government relations, or visit Kingsport program, small business development, sustainability, a healthy Kingscourt program list goes on and on and on. Things that go on inside the walls of this, this building.

Brandon Burton 4:41
Yeah, you’ve got your work cut out for you, you and your staff.

Miles Burdine 4:46
Pretty much. But you know, I look forward to coming to work every day. 28 years, I still look forward to coming in every day. Good.

Brandon Burton 4:53
And I think a lot of that will have to do with our topic for discussion today around the culture that you guys have built They’re at the Kingsport area Chamber and we’ll we’ll dive into that discussion a little bit deeper since we get back from this quick break.

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So Miles we’re back. And as we get into our topic for discussion today, culture is it’s an important thing at any company and especially at a chamber where maybe we don’t always have the you know, all the resources to be you know, super competitive on pay or, you know, things like that. So getting a little bit creative with the with how the office works, how the culture, the teamwork, how that all fits in and being able to attract and keep the right talent in your organization. We’d love to learn more about what you guys are doing there in Kingsport to develop the culture at your chamber.

Miles Burdine 8:33
Well, very well said, Brandon, we’re very proud of the culture we’ve created here. No, it’s been said the culture culture, Trump’s strategy, but part of our strategy is our culture. And I went back and look to see how many employees we’ve had. We have our 30 employees. About a third of them have been here over 15 years. Wow. I’m very proud of that. Now, along with that, however, some of the younger ones that we hire, we know that in fact, this morning, I did an exit interview for 28 year old, it’s found a better opportunity where he can make a lot more money and he has met not that he need my blessing, but he has my blessing. So I’m excited for him. But you know that the younger ones we are unable to keep as long as we’d like. And that’s just simply because We can’t pay them as much as they can make out in the private sector. But they they always come to me Xander view and we talked about why they’re leaving. And they’re always very, very favorable comments about working here. And that goes back when when we get ready to hire someone. They’ve already already been through an interview process with whoever is going to be their supervisor, but by the time they get to me they’ve already learned the things I’m I’m gonna tell you right now and that is you get a free job interview every day and this is this business because you’re around volunteers that can possibly offer you a better option. Anybody and encourage them to seek those opportunities to. And if you decide to pursue them, I’ll help you find another job a better paying job. But our culture is one of when I’m when I meet with them, and they’ve already learned this, but I’m looking for someone who they are I know they already have the skills, but I’m looking for someone who has the attitude. As someone who doesn’t step over piece by piece of trash, they pick up the piece of trash, and they show up to meetings early. So they can help set up and then they leave the meeting later so they can help put the room back to where it was. I’m looking for positive attitudes, as my father used to say, I’m an optimist, because I choose to be. And I tell them, what’s your dash to make a difference? Have you ever read the book the dash? Yeah, so you know exactly what to study. Right. Exactly. Right. So

Brandon Burton 10:54
and they usually don’t know birth and death for those listening, right?

Miles Burdine 10:58
Yeah, that’s correct. That’s correct. Yeah. And so but the dash is what’s most important part of its of your tombstone, if you will. And I’ll always give them the military analogy is the Marine Corps approach was and approach still here is, I want you to take that hill. And we’ll give you all the weapons ammunition and Chow you need in order to do so to get halfway up and you run out of bullets, let me know I’ll bring them to you. But I’ll leave you alone when you get to the top of the hill, holler. And we’ll drink a bill beer and celebrate. So giving them what they need in order to be successful, but holding them accountable to being successful as well. Okay, thank you. And, you know, a couple of the things that I’m really proud of our titles here. We always believe that people don’t follow titles, they follow courage. In fact, that’s my, my challenge coin those very words. But we don’t use administrative assistants, we only have the word assistants and they have our titles we use ministry professionals, the lady at the front desk is not a receptionist, she’s director of first impressions. We’d like to say we work with we don’t work for we all work for each other. And we don’t care who gets the credit. We do expect supervisors to take the blame for things that go wrong. And our our motto here is never above you, never below you always beside you. And it’s worked well. For us. It’s worked well for us. We’ve also got some staff committees that are set up and they’re led, usually by a younger staff members give them opportunity to lead when called fluff and puff. And that’s all they do is put on parties, gatherings, showers and puff I like lots of puff, I don’t know who came up with that. It’s certainly not something I came up with. But, you know, things that we can do that to get the staff together to have fun fact our Christmas party was supposed to be today, we had to postpone it to next week, because we’ve got so many people out sick this week that we have professional development committee and various other internal committees that give opportunities for everybody to participate in leading this organization. We encourage everybody to volunteer, I mean, we expect our volunteers to be here to volunteer for us. So we expect our staff to volunteer as well. And they, they certainly enjoy it. We have a policy here called Bring Your Baby to Work. We actually had some research done on it. And obviously it was done by someone who was about to have a baby, right? And came back and said, Here’s how we can do this. So we allow new mothers to bring the baby into work. And we’ve even got a room set up where they can breastfeed it, the only problem we ever have is people arguing about who gets to hold the baby. Right?

Brandon Burton 13:59
They can become distractions at times but good team building too. So that’s good.

Miles Burdine 14:04
We’ve also got a policy here called leave loudly. My My office is actually in the back corner next to the employee interests. And so we encourage employees not to try to sneak off to go to a soccer match or go watch a Christmas show or whatever with the kids. So they’ll stand outside my door here holler. I’m leaving, because I’m gonna go watch my son, practice basketball. And we celebrate love it. I know they’ll get the job done and I don’t care when they get the job done. So, yeah.

Brandon Burton 14:40
So you’re hitting on a ton of great points here. And yeah, I think some of these are definitely worth circling back to so one of the the thoughts that came to me as you were talking about as you hire people, that, you know, how do you hire culture versus developing culture? Then any thoughts on that?

Miles Burdine 15:03
Hiring culture. You know, finding the right people is finding people with the skills is not difficult. But finding people who match your culture sometimes can do. But typically, we as a as an organization, and me individually, I keep a list of people I see out in our community, whether it’s a server, who’s done a great job has, in fact, we hired a server like that one time and one of our community, our staff parties, and I just liked the way that person handled themselves and how hard they worked and ended up eventually calling them in and gave him an interview and hired. Um, so I guess the moral to that is you just never know who’s watching. That’s right. And who, you know, one of the things we like to be proud of here, too, is like to tell her what to do you know what the custodians name is? And they wonder what I vote yes, that is the colder you are no unimportant people. No unimportant task. In fact, I give a leadership presentation. It’s called scrubbing toilets with enthusiasm. It’s, it’s about learning how to follow from people you’re supposed to be leading and speak about. Daughter, I’m supposed to be leading her. But she taught me some great lessons in life and Lance Corporal in the Marine Corps, third Lord, third, lowest rank in the Marine Corps, my dog, people you’re supposed to be leading, influencing and teaching and so they do the same to you. And often, I get asked, you know, what did you learn in the Marine Corps, and it’s helped you in your job, and it certainly wasn’t learning how to say an Arabic Stop, or I’ll shoot that hasn’t helped me at all. But you know, the Marine Corps taught me some very, very valuable lessons most one of which is learning how to follow before you learn how to lead that first one, and first one out. Last one to eat, you don’t get to eat if there’s not enough, and probably the most important that wasn’t absolutely successful. And this is bringing everyone home safe. But all of those things are important lessons to be learned that have helped me in my career as Kingsport chamber.

Brandon Burton 17:27
Now, those are, again, you’ve got, you’ve got a lot of these great one liners that you can really dive deep on and it really digest more meaning in that so you know, the idea of having no one important people, I’d love to learn to follow before leading and never above or below, but always beside you. So these are are things that are obviously are being taught there at your chamber. So through the onboarding, are you introducing some of this culture? Is it just being engrossed with the the nature there in the office? Or how are you helping to teach and develop the culture?

Miles Burdine 18:11
It’s a little bit of both, but typically, it’s someone who’s already aware of us. And they want to be a part of us. Not always, but often. And so they they know our culture, and they know what they’re getting into when they get here. And so they know what the expectations are. And, frankly, they want to be a part of it. So we don’t have to actually make them do it. I mean, it’s, it’s kind of, you know, just like in the Marine Corps here. If I tell someone to do it, they’re gonna do it. But I don’t want them to do it, because they want to do it. Because I told him to do it. And there’s a big difference.

Brandon Burton 18:49
So you know, the idea of like, the the titles and never having a job that’s above or below you, always beside it. Have you ever had as a staff member, that you had to have a conversation with a heart to heart, so to speak and say, Look, we’re all one team together, and we all have an important role to play, but you’re no important, no more important than anyone else. And

Miles Burdine 19:13
I need to step we know that yes. And actually did not follow my own advice, one particular occasion and that was when someone came to me and said, Why did not get why did I not get that promotion? And I said, I owe you an apology. And the reaction was, oh, yeah, you do owe me an apology. But I said, I’m not gonna apologize to you for not giving you the job, not apologize to you for not telling you what you need to do get to get the job. And it was one of those things I’d avoided and did not pull the person aside and tell them what they were doing wrong. Tell them to adjust their attitude. Tell them to quit being an eight to five or tell them to quit using all their sick days when I knew they weren’t sick. Tell them to help pick up trash. Tell them to show up from eight meetings early. I didn’t do any of that. And so therefore, all those things I just said they were doing. And so I apologize them for not leading them not teaching them what they needed to do is my fault. And I didn’t do it until they came to talk to me now to that person’s credit. They’re still in our community. And when I see them, they always come up and say, hey, yeah, I got to the meeting 10 minutes earlier today, or help pick up trash or I know the custodians name, whatever. So they learned, yeah, just unfortunately, that had not led them before.

Brandon Burton 20:37
So it’s never too late to learn those lessons, I guess. But I also I think the way that you went about owning that and saying I owe you the apology, and, and really reinforcing what that culture is, the things that you’re looking for, that are important to growing and developing, or developing a team that has that cohesiveness and ability to work well together. Thank you a great example. So I like to think of the the chambers out there who were, you know, wanting to take their chamber up to the next level, what maybe tips or action items might you have for them that are maybe looking to instill more culture or more of a defined culture into their organization?

Miles Burdine 21:27
I thought a lot about that when he asked me earlier, and really the only thing I could come up with is very simple. Put your employees first makes you looking at a book saying okay, this pile of books, some have read some, some I haven’t it’s the title is put your employees first, your employees or work harder for you. There’ll be more loyal. They’ll do things you want them to do if you put them first. And really rather simple. And the other thing I thought about sometimes we as chamber, employees, chamber execs, especially wonder whether or not we’re making a difference, whether or not we’re in the right industry, whether or not we’re improving our community, providing better live better lives for our citizens or developing our businesses. And, you know, I’ve had that feeling before too. And what I will usually do is go find someone who’s recently moved to our community, and asked him, Why did you move here. And boy, it just makes me feel so good. Because they tell you the things that we’ve all taken for granted. While this is a wonderful place to live, and it’s there in every community, so I feel better once I talk to them.

Brandon Burton 22:38
And that’s a yeah, you can feel better, especially if they mentioned things that you’ve been working on focusing on to further develop your community. But I think that also gives you some great material to go forward with whether, you know, I’ve heard that some of the best marketing material for a company or say, even for a chamber to help spread the message of what the work that you’re doing, is to use the language of the people that you’re trying to serve. So as you go to those new people and ask them what made you move to our community, and you can take that language, you know, what is it that that drove them to come to Kingsport and then to be able to repurpose that put that back out in the community. So you’re you’re speaking that same language to other people who may be looking for that fit to you know, in a future move or whatnot. So

Miles Burdine 23:30
well said we actually, you know, one of our networking breakfast called fourth Friday breakfast, which we copied off the Bristol chamber, which is the first Friday breakfast. Okay, we’re good at stealing from each other anyway. We started a part of the the event, it’s a networking event, but we also have a presentation that will have little segments and we have one on there called fresh set of eyes. And it’s a newcomer to the community who stands up and talks for three minutes why they chose to live in Kingsport, Tennessee. And you can see the people in the audience who’ve been here forever. Look it up going, Man, I forgot about that. I feel good about where I live.

Brandon Burton 24:12
That is awesome, fresh set of eyes. So it’s anyone listening doing your r&d right now? That’s a good one right there a fresh set of eyes, you know, it’s at a luncheon or whatever it may be set aside a few minutes and have a newcomer to the community share what they love about the community went through them there. That is a that is awesome. I love that one.

Miles Burdine 24:34
I guess Brandon, the only other thing I might suggest is, you know, no community is perfect. We certainly are not. But one of our attitudes here is we we seek the problems to help solve them. We may not be leading the solution, but we’ll always be at the table. You know that old saying around chamber world if you’re not at the table, you might be on the menu. There’s a lot of truth to that. We’d like to be at the table because we feel like that chamber, that chamber brand helps us to get people around the table who can solve community problems. And we want to be at the table, we may not be the only solution, but we can certainly help to solve community problems. So don’t run from them seek them out.

Brandon Burton 25:22
Absolutely. In the chamber world is one of the few examples I can think of seek out problems to solve. So that’s awesome. Well, Miles as we look to the future, how do you see the future of chambers of commerce and their purpose going forward?

Miles Burdine 25:42
I think it depends on the community, but our brand, that word Chamber of those words Chamber of Commerce, it carries a lot of weight, cares, a lot of Worcester, last is Arabic for influence. So it’s up to us to as chamber execs to just how much influence we can have. And that’s dependent depends on the individuals who are within the organization itself. You know, volunteers come and go. And we obviously we need to support them and promote them and give them all the credit. But the important work most important works done by the staff. And it’s up to us to, to keep carrying that water forward. I think our brand is one that that gives us the opportunity to help improve the lives of others and businesses and community in general.

Brandon Burton 26:43
I love that. And when you talk about influence, I thought of a Casey Steinbacher is ebook from relevant to essential and she talks all about the importance of chambers, understanding their role in their community to be influencers. Then she talks about the you know, the 16 year old with the cell phone in their bedroom that has a social media following of millions of people and making a very healthy income by being an influencer. And she really talks about that that’s, that’s what Chambers of Commerce needs to be as a force for influence within the community. Identifying those needs, solving those problems and, and being influential. And I thought I had an idea when you were talking about that, talking about fresh set of eyes, this would be a great idea for a chamber to do a podcast, where they focus and you can call it fresh set of eyes and bring on those those newcomers to the community and tell why they came in and can be a short three to five minutes segment. And boom, you’ve got a way to influence your community and share those stories

Miles Burdine 27:51
is a great idea. I’m gonna go talk to Vanessa Bennett. She runs our leadership programs. And she does a podcast every week. But it’s usually focused on just people in general, talking about the things that they’re working on. But I hadn’t thought about doing what you just described, is a great idea.

Brandon Burton 28:09
Yeah. When she puts it out there, I’ll help share. So. Yeah. So Miles, this has been a fantastic conversation. I think it’s so important for chambers to be mindful and be intentional about the culture that they’re creating in their organization to be able to attract the right people as they hire, but also to retain those people. You know, like, as he said, about a third of them, would you say a third of your staff had been there? 15 years? Is that right? Yes. Yeah, that is awesome. I mean, you just don’t see that in companies anymore, let alone in the chamber world. So

Miles Burdine 28:47
no one’s been here. 36 years. Another one just retired this past summer, after 34 years.

Brandon Burton 28:54
That’s awesome. Yeah. And of course, you know, there’s going to be those times that makes sense where a staff member finds it another opportunity that helps to develop their career and you celebrate those and you hate to see him leave, you know, for selfish reasons. But you are glad to see them move on and continue to develop especially as they are able to serve others in the community hopefully, so

Miles Burdine 29:16
Well, the way I look at it, too is they had a favorable experience here. They’re out in the out wherever they are, and they’re one of our advocates now. That’s right.

Brandon Burton 29:24
Yeah. And oftentimes they end up being members to whatever business they go to. So well, Miles. I’d like to give you an opportunity to share any contact information for listeners who might want to reach out and connect and learn more about how you’re establishing culture at the Kingsport area Chamber what would be the best way for someone to reach out and connect with you?

Miles Burdine 29:45
Yes, sir. My direct line at work is 423-392-8807. My cell phone is 423-956-1988 everybody in Kingsports got it so you’re welcome to it as well. My email address is mburdine@kingsportchamber.org.

Brandon Burton 30:12
Very good and I’ll get all that in our show notes for this episode so people can click on click through those and scroll to the bottom of the shownotes for Miles contact information to reach out and maybe learn more about what what they’re doing there in Kingsport to be intentional about building a good strong culture but Miles is you’ve delivered a lot of great value today. I know this is going to be very helpful for a lot of chambers out there listening. So thank you for that. Thank you for sharing some time with us today on Chamber Chat Podcast and wish you the best as you continue to develop your team and establish that culture there in Kingsport.

Miles Burdine 30:51
Thanks for the opportunity Brandon.

Brandon Burton 30:53
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Have you ever thought about creating a podcast for your chamber we always hear about how chambers need to be storytellers. What better way is there to tell the stories of your members and the work of your chamber than through a podcast? Your audience is waiting to hear from you as a convener of leaders and influencers champion for business and catalysts for change within your community. I just launched a chamber podcasts course with the goal to get your very own podcast started within 30 days. Visit chamberchatpodcast.com/pivot to learn more and to enroll in the chamber podcast course today.

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Staffing with Susan Williams

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Below is an auto-generated transcription of my conversation with Susan Williams. 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 the Chamber Chat Podcast. I’m your host, 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.

Our title sponsor is Holman Brothers Membership Sales Solutions. Let’s hear from Diane Rogers, President and CEO of the Rancho Cordova Area Chamber to learn how the Holman Brothers have provided value for her.

Diann Rogers 0:39
As a medium sized chamber, we recognize that it’s absolutely critical to have a well qualified and well trained membership development person. Holman Brothers trained that person, recruited that person then they even trained me on how to manage that person. We’re grateful for the support we got.

Brandon Burton 0:54
You can learn more about Holman Brothers Membership Sales Solutions by visiting holmanbros.com

Doug & Bill Holman know how to diagnose and solve
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Our guest for this episode is Susan Williams, Susan has served as the president and CEO of the Venango Area Chamber of Commerce in Pennsylvania since 2007. Following 21 years in a banking support position. Her volunteer work led her to seek a job where she could impact the community through leadership, business and relationship building. She shares that her leadership journey continues, especially as she strives to engage others, in many of the programs that the Naga chamber has in recent years, much of that focus has been on education, young professional development and business advocacy. So it isn’t 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 listening and to share something interesting about yourself so you can get to know you a little better.

Susan Williams 1:50
Thank you. It’s such a pleasure to be here. And anyone that knows me knows that I love being with my chamber people, I have really relied on a strong network to get me to the position I’m in where I’m very happy in a growing chamber. And so it’s it’s really a pleasure to be here. So I think one of the interesting things about me is that I’ve been fortunate enough to have really wonderful, you know, areas to work in my 22 years in banking, were a pleasure. And I often was told you’ll you’ll never find a job that you’re as happy. And that affords you as much opportunity to do what you love. And I don’t know that I thought that but I definitely got there. I knew the moment I arrived in a seat at the chamber that that it was where I belonged. And that was 18 years ago. So and that experience with both the bank and the Chamber has led me to be able to do really fun things in the rest of my life. So

Brandon Burton 2:49
very good. Now, I’m glad you found the right fit, you found that chair that’s nice and comfortable in that position that fits your personality and your your character traits. Well, so Well tell us a little bit about the Venango chamber area Chamber just to give us an idea of you know, size scope of work staff, as we’ll be discussing today, budget, things like that, just to kind of give us a perspective. Well, like many

Susan Williams 3:16
small world chambers, we were a City Chamber, we were formed in 1912. So we’re well over 100 years old. But we went through a merger in 2008. To become a Regional Chamber, we had leadership that believed that as they looked across our membership, we served a greater area. So that gave us a really great opportunity to grow. And we have done that since 2002 1005 was when that merger was completed with a small business organization. So we are about 450 members, but we are growing and growing as much. And in attracting the right members as growing in numbers. Our budget is around $250,000 a year. And our staff size is at full tilt six. We in fact last summer we had seven but we take every opportunity we can to engage summer interns. So that often gives us a chance to add some capacity during some of our busier times.

Brandon Burton 4:18
Very good now that that helps for sure. And I’m excited to to get into our topic for today. As I mentioned before, we’ll be talking about staffing. And as we look across the chamber spectrum, you know, there’s chambers of all sizes, whether they’re a volunteer only organization, or maybe they have a part time leadership or maybe one staff or two or three versus you know, some that have, you know, 30 or 50 staff and some of these huge chambers. But I think having a focus discussion on staffing is helpful for any level chamber just to kind of get some of those ideas around. You know what to look for what develops a good team what develops a good I’ll say culture even amongst your your office and your staff. So we’ll dive into that discussion around staffing as soon as they get back from this quick break.

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All right, Susan, we’re back. As I mentioned before the break, we’re we’re talking about staffing today. So I’d love for you to maybe just tell a little bit about your story there at the Chamber start where you want to start as far as you know what, what stands out to you with, you know, those important things and you look at staff in your chamber, right what I

Susan Williams 7:37
think of my approach to staffing, it’s important to start at the beginning when I was hired by a gentleman who was a mentor. He was my eighth grade geography geometry teacher. And years later, we’ve gotten involved as community volunteers. So when I had a break in my employment from my banking career, and talked to him about where I might land, he suggested that the Chamber might be the place but there wasn’t an open position. Well, as luck would have it, about a year later, there was an opening at the chamber. And I approached him and said, Is this something that where I might be a fit for an administrative assistant, and a very quick conversation led us to believe that it might not be right at that time. But that evening, I got a call from his staff. These were young women who were part time employees. And they said, We saw you come in, we’d like to interview you for the position here at the chamber. And that was my first introduction to really involving the people right, right on the ground, the staff in that process of interviewing, of course, Ron had welcomed them and doing so. And while I said, Well, I’m not sure if you’ve, if I was a great fit, they said, we definitely want you to come in. And again, once I got in there, I knew I was at the right place. So the full time staff was just me and the executive director at the time. But I had the opportunity to work with these young women who I’ve watched him develop and take their best skills and use them to accomplish things in the community and for the chamber, and really show me in the next two years, how to do that. He had a heart for young people. So while a lot of times I see people in all industries, look for staff that can kind of prove what they can do. He taught me how to look for people’s strengths and build on those. So that that was my first step into really hiring myself and developing a staff that would serve our community in our chamber.

Brandon Burton 9:43
Yeah, I love I love that that origin story. I like hearing how people find their way into the chamber industry. And one of the things he said it’s kind of stood out to me is how he taught you how to look for those strengths, those things that you need at your organization and and hire for those strengths. I know a lot of times as you’re looking to fill a position at your organization, you, you probably get people applying that aren’t really sure what the chamber does. Yeah, it’s a lot.

Susan Williams 10:15
Yeah, well, and to be perfectly honest, I didn’t know what the chamber did. Yeah. In my, in a position I served briefly before coming to the chamber, I watched that organization join the chamber, went to a chamber mixer. So I got a little tiny taste of what that was like. But there’s so much to learn. And I think, as we’re hiring staff at the Chamber, we need to be ready to really, you know, take the opportunity to teach people even that have lived in the community for a long, long time about how to approach the community in a different way. We have an employee now that’s just been here over a month. And she’s she’s very well connected in the community. But she’s astonished at what she didn’t know, our favorite things to teach people is, is to introduce them to people they don’t know and teach them about things in the community that they might not be familiar with.

Brandon Burton 11:08
Yeah, I love that. So as you look to hire for strengths, those needs, I’ll say, your organization, how do you go go about the onboarding of helping maybe it’s in the interview process, maybe it’s once they’re hired, that you really give them a deep dive on, here’s the type of work that we’re involved with here at the chamber?

Susan Williams 11:28
Well, maybe starting with the fact that we really have taken a very different approach. Now, first of all, I really love the internship model. So we’ve been fortunate enough to be able to have at least one intern every summer since I’ve been here at the chamber. And several of those interns have gone on to come to work for us after graduation. None of them expected that to happen. When they enter on their first year, too. It was just a summer job. But in allowing them to grow and learn the community and really give them an opportunity to shine. Most of our interns are excited about an opportunity to come work here if if you know it, if it feels itself. Yes, yes. So that has been a strategy that we’ve really liked. But also, you know, I’ve had a couple times in my 18 years where a position opened up. And so we actually had to invite resumes and applications and had to go through the traditional process. But we learned as we watch the rest of the community, and got to meet people who are looking for changes, that a better strategy was to watch for the right people, and then see if you can create a position. And that’s where we’ve really had some success. And the first time I couldn’t imagine how that could happen. Because we all go right to our budgets, say well, if we could hire more people, we would we just don’t have the money. But I have found that when I find the right people, I can find the money. Finding the right people has given me the opportunity to go and talk to stakeholders, including my board of directors, and tell them what we could do if we had the right people. So in it, my first and most successful case of that we had an opportunity to to get some grant money to to get something to happen. It’s and I can give you a little bit more information for the listeners that want to dig in. It’s a program I’m really proud of called be here. venango.org. But when we saw that we had the right person, then we could go to the grantor and say, We know you have something you want done in the community. We didn’t know we could do it before now we can we have the right person, and we can make this happen will you give us a chance. And since then, we’ve gone on to do that with at least a couple of other areas that our chamber serves in.

Brandon Burton 14:01
I love that idea of looking for the right people and then creating the position. And I can’t tell you how many times I’ve heard somebody who’s the president CEO now at their chamber that when they came into the chamber work, that there wasn’t a position at the time that a position was created for them because the strengths and the skills are recognized and the love for the community or connections or whatever it may be. They were the right person so position was created and then you know a careers developed. I was going to ask you, when do you how do you judge when it’s time to bring on you know, a new staff member? What are those things you consider and you kind of answered it with that last question was looking for the right people in creating the position but I know sometimes that happens from the the other side as well. So

Susan Williams 14:52
there are any number of different things that can happen with the be here position. That program manager was hired around the opportunity for money. Now I do not normally let money drive my decisions. So it was it was something that I had known for a long time that a good partner and a community wanted to get done. It just happened to have money with it. So I don’t generally look for money first. But if I can know who’s out there in the community, then as those opportunities for programs we want to develop or openings come that that’s when we say, Oh, who do we have our eyes on. And that’s happened very successfully with our last two openings. So the last catalyst for growing our staff was the pandemic. So during the COVID pandemic, we had managed to stay afloat and actually thrive. So I did do a layoff of my full time employees, but only a small layoff. And during that time, we strategized very carefully and a few hours a week, how we could continue to serve our members that worked so well, that as we came back, we realized we couldn’t continue that pace full time without more help. And of course, we also had some changes in how people wanted to work, we still come to the office, but there’s more need for flexibility for we had growing families and things like that. So as we look to start to make sure that the employees we had had everything they needed, which is should be another part of our conversation, we also knew that we needed to add more staff. And my staff quickly told me who I needed to hire. And they knew who had stepped into our path who was showing up and everything we would do, who really understood our mission. And I said she’s not going to work for us. Great job. And they said, We think you should check. And so an afternoon walk within the next couple of days revealed that we had someone that wanted to come to work for us was a perfect fit. And then it was just a matter of, you know, working with my board and re examining my budget and, and seeing that we had room for for our, you know, our last person.

Brandon Burton 17:04
So that leads into the next question I was going to ask is, as you find the right person, typically the right person, because they have great skill set or connections or whatever it may be. But typically, that means that they already have a job. So how do you go about attracting them, convincing them that the chamber is really the place they need to be? And if you’re doing that, and taking them from a member business, how do you work that that exchange that transition, it’s really

Susan Williams 17:35
hard in a small community not to take someone from a member. But that is, that’s the advantage of the intern hiring, hiring your own employee. But you know, our, our best way to bring someone from somewhere else, when we are I think most of it admittedly not paying as well as we’d like to, is to make sure that you have a culture that’s attractive. So that’s always been our draw. I believe in lifelong learning for myself and for my staff. So it’s been really important for us to communicate to everyone in our membership, that we want an opportunity to grow our staff to grow them here, to help them take those strengths that they they want to do more of take the things they don’t like to do and do less of when possible. And all the while preparing them for the job they want to have at the chamber or somewhere else. So we have had a couple of move on from us over the years. But they’re often the ones crying as they tell me that they’re going to something that they know they need to do. And I’m smiling because I know that was the plan all along, that we want to develop good people to do what they what they want to do what they need to do what’s best for them. And when possible, we tell them, hey, we’ll bring you back. And if it doesn’t work out, you know, we will do everything we can to welcome anyone back.

Brandon Burton 18:58
Yeah, you’re leading this discussion, right where I want to go, that was my next thing. So we often will bring on staff, they get developed, they’re a great part of the team. And then usually it’s one of your Chamber members that see what a great asset this staff member is. And whether it’s a skill set and sales or community development, whatever it may be, but they they reach out and and track them and bring them on to their business. And and you’re right, you know, internally you’re excited for this for your staff member who’s going to move on develop new skill sets and continue on in their career. But I can I also see chambers where the turnover is it seems to be constant. You know, every year they’ve got new staff, a new team. So it’s constantly training and getting new people up to speed and I guess I’m not really sure what the question is here that I’m trying to add. I see

Susan Williams 19:52
that as well. So I think you have to examine why are you having that turnover? So if you’re having the turnover really frequently? Are you really developing people that well that they’re moving on to a better position? Or perhaps is there something you’re missing about what they’re looking for? Because I don’t think I’ve had anyone move on for the money. Right? You know, so people don’t tend to leave jobs to make more money. Occasionally they do. But But you, and I always invite them to have that conversation. So we can examine that. But it’s usually something that just has them not quite satisfied in the job. So we work very carefully to be having those conversations all the time to make sure that our culture is good to make sure that they have what they need. So most of our employees have stayed quite quite a while. So we don’t have much turnover. So I would really want to examine that if I’ve got people leaving frequently to make sure that there isn’t something that you need adjusted.

Brandon Burton 20:56
Yeah, that’s a that’s good to take that that check inside and just know, look at the culture, see, what are the real reasons versus the stated reasons why people are leaving, and see if you can do something to help keep them there a little longer? Or maybe you are just fantastic at building and developing the talents and they are able to move on and continue growing and and maybe they’ve outgrown their position at the chamber. So in and even at that, I would say there’s there may be opportunities. If somebody is developing those skills and outgrowing their current position, what can you do to keep them at your organization develop new responsibilities, or new positions or titles or whatever it may be to help them continue to progress within their career. Have you had any any experience with that with you know, as you see somebody developing to a certain point is being able to create those opportunities within your team

Susan Williams 21:57
that they might leave? Yeah. Well, when I think about it, but because most of ours have left, because there’s something quite different there, they’re going to do, they’re looking for a different experience. So it’s, it’s probably been more of that for us, our last employee that left we’re really excited about she had started her own business. So she had done that while at the Chamber, we were really excited to watch her grow there. And it became evident that that’s where her attention needed to be, she needed to be fully immersed in her own business. So she’s a chamber member. So that’s great, we zero all the time she’s close by. So I think if your turnover is a lot, you would want to be looking at making those changes. For us, we consider it we have an exit interview, we talked to our staff, about what what they liked, and what they didn’t like, what they’re excited about that they’re going to. But I think you have to get comfortable with the fact that that some of that change comes I mean, after 18 years, I’m starting to have the conversation in my community about what things look like, at some point when I go ahead and move on. And people get really anxious about that. But but the reality is part of that moving on allows room for someone else to to develop, there’s there will always be things, things to do, there’s room for all of us. But certain positions you do, you do need to make room for others to

Brandon Burton 23:21
run if you can have that discussion far enough ahead of time, and you can help develop the successor and be able to have a smooth transition, there’s so much value to that for the organization for the members, for you, you know at the exiting CEO to be able to have that peace of mind that you’re leaving it in good hands.

Susan Williams 23:39
And speaking of that, you know, there’s the idea of the successor within those positions being opened up. So we’re believers on great onboarding, too. So that’s a really important part of bringing people on. And getting them as part of your team and keeping them we’ve we have some members, even in manufacturing that are just doing phenomenal things on onboarding. And so we’ve taken some note from them, but we’ve developed some things for ourself over time. So we see that as a as a long process. So we we work together as a team, everybody takes pieces of it. And we onboard, you know, over a week over a month over a year. So that you know that we definitely have a cycle like most chambers, we have a cycle of activities that happen. So you live through your first festival, your first annual dinner, all of those things and then you have you know, you have the things that change one from year to year. Like like a pandemic. But I think the onboarding is really, really important and something that you should be thinking about if you’ve got employees that aren’t quite settled in or are are leaving you sooner than you thought you might not be bringing them on as strong as you could.

Brandon Burton 24:49
Right. So maybe let’s circle back for a minute on the your internship program. So are you working with the school district are you work how are you of attracting you’re the intern, typically one per year,

Susan Williams 25:05
typically, one we’ve had a few years where there was the some nice funding to help us weep, we have always in all of my 18 years here, we’ve been able to find a funding partner. So whether that’s our state program at a percentage or some of our career services, because they believe in that have most recently been almost fully funding, that a reimbursement of our intern, so we are always out there making sure that we have that. And some cases, again, we’ve been able to have more than one. For the summer term, we have always been able to identify a network from or we have always been able to identify an intern from our network. So because we have a long history of having interns, more often than not, they come to us and ask for an internship. And it’s often you know, the child of one of our members, or if we’ve, if we’ve needed to go looking, we go to our schools, we have a great relationship with our schools, we have some contacts, we trust a lot. And we always give them a little bit of an idea of the strengths we’re looking for. So we’re usually looking for someone that’s either in business, communications, hospitality, kind of things that align with with what we do, yeah. But we’re also looking for a great personality, that is a problem solver that’s not afraid to pick up the phone and asked for something. So having a really good vision of what the intern looks like, and what kind of experience they’ll have is a is a great start. And typically, our interns aren’t really, really concerned about what that we paid, we’ve been able to do, you know, a fair wage, you know, above minimum wage, but that’s usually not their question. They’re usually looking for an experience. We have not had interns that use their internship for their credits. So I know, in you know, some schools give them that opportunity, we always ask them if it’s something they need, if it’s something that we can help them with. But they’ve all come here for the just the experience of working in a community organization with a good reputation. And we tell them, you know, the benefit is they’ll leave with more context than they could imagine.

Brandon Burton 27:17
Right? So it sounds like you actively look for an intern like sometimes they they show up and the right person is there. But have you seen a change at all over the last 18 years? He talked about having somebody willing to pick up the phone and be social be personable? Has there been a change with these, you know, young people getting ready to enter the workforce? Has there been a shift? And how do you focus on training them? Are you just looking for the right person that already has that skill set?

Susan Williams 27:47
Yeah, well, there’s a change year to year, because just because of different personalities, we’ve had some very outgoing interns and some very quiet ones. In our case, they’ve all been young women, we would welcome a man in our office, they just haven’t come and ask for the opportunity. We have, of course, lots of volunteers. And we have a very, very active young, professional group. So a lot of young men that we interact with there. But the personalities of the young women are different, but our expectations are the same. So again, that kind of onboarding and orientation helps them understand what the expectations are. So even our more introverted interns, the ones that maybe find it a little more uncomfortable to pick up the phone or do some of those things. We prepare them we model the behavior. We help them with some tactics that make it more comfortable, you know, start with a when we know who they can call that will say yes and no, start there. Don’t throw them right into the, you know, into the lions pit and good luck. You know, we really try to set them up to be successful very quickly, like we do all employees so that they’re, you know, they’re they’re ready when the tough days come we can we can manage through those. Right there always are.

Brandon Burton 29:01
I like that I like setting them up with the wind helped build that confidence early on, because really, a summer goes by quickly. So you got to kind of front load those winds get get that confidence. And then But then no. Yeah.

Susan Williams 29:14
And we have had the good fortune many times to have interns that we’ve identified in advance enough that we can bring them into the office over the holiday season for even a week or two. And that gives us a chance to familiarize them with just our the layout of the office. Some of our systems are you know how to use the copier how to use the phones. So our summer intern is here now she just arrived in the last couple of days and she’ll work with us over the holidays to take us into the end of the year and and get us kicked off. You know we can is one of the things we’ll have her do early in the year is just update those kinds of documents that we use year to year and they just need new dates and things like that. But we try to give them things to do that are also really interesting and fun and challenging. Yeah, then invite them to give us input every day on what we’re doing.

Brandon Burton 30:03
I like that. And that’s a great tip to bring them in during, you know, that holiday, that winter break that they have from school and help get them familiar with the, with the office and some of the procedures and just kind of the layout. So When summer comes, you’re kind of speeding up that process.

Susan Williams 30:19
And the cost is nominal, you know, it’s, it’s really, you know, you can bring them in for a few hours a day or a few days a week. So it’s a really nice, nice time to bring them in. I shouldn’t say too, that one of the great advantages of our interns over the year is years is they have also been a really good connection to our young professionals. So we have a very active young professionals group, who also have been a feeder to some of our, our employees here. Some of them were active with their young professionals, some weren’t, but they knew of the active young professionals. So it gave them an opportunity to know and understand what the culture of the organization was like. But our interns are often that connection, because I was 18 years ago. But gradually I realized that Well, I love going into their things and grabbing their energy. It’s sometimes better to have one of our younger staff members actually doing the routine correspondence.

Brandon Burton 31:13
Yeah, no, that makes a lot of sense. So that’s a good point. As we start to wrap up, I wanted to ask you, if you might have any tip or action item for listeners who are looking to take their chamber up to the next level, what would you suggest for them?

Susan Williams 31:29
Well, if you’re looking particularly to grow your staff, or or maybe if not grow in numbers, strengthen your staff, I think it’s all about having good conversations and continuing to learn. The culture of work has certainly changed in the 40 years that I’ve been working. But people don’t change that much. We all want the same things. We all really value, being safe and having time with our families and feeling like we’re part of the community, just how those things change how how those things change is different over the years. So make time in every day to talk with the staff that you have to talk with your board and talk to your community about the kind of place you want to work and the kind of place you want others to work with you. And I think if you start there, you’re you’re bound to find people that have things in common with you. And you can set common goals and take your chamber wherever it’s meant to go. But you should do that as a team. So build your team with you know, starting with a really great conversation

Brandon Burton 32:34
like that. Thank you. So I like asking this question everyone that I have on the show, and you probably know it’s coming. But as we look to the future, how do you see the future of chambers and their purpose going forward?

Susan Williams 32:47
Well, I think the opportunities are great. There are there are so many different people doing so many different things in the community that we sometimes think we’re saturated, but I think as chambers, we know we’re not that the chambers play an important role in connecting all of those other things. So in your community, who can you connect with one another, that need is never going to go away? So make yourself valuable as the best connector there is in the community? And I don’t think there’s any chance that communities will think be a thing of the past, I think we can be really excited about the future of chambers.

Brandon Burton 33:27
Yeah, I like that. And I like to think of the constant, you know, evolution of what community means to so how are you making those connections and an ever changing definition of community?

Susan Williams 33:39
Oh, it does. You know, certainly, again, that having been a small city chamber and now Regional Chamber, we’ve seen that. But over the last couple of years, you know, I see myself in Zoom Zooms and calls with people from all over the world. And we have so much in common and we we care about the same thing. So I think your opportunity to grow your chamber in thought leadership is just, it’s limitless.

Brandon Burton 34:05
Absolutely. So, Susan, I’d like to give you an opportunity to share any contact information for listeners who might want to reach out and connect with you and learn more about how you work through interns or staffing in general, what would be the best way for for someone to reach out and connect with you?

Susan Williams 34:22
Well, anyone’s welcome to call me here at the office at 814-676-8521. to email me at s Williams at Venango chamber.org. I’m going to spell Vinay NGO, v n a n g o and we have a great website that complements our website that is be here for the ngo.org BE He REVN a ngo.org and I think everyone would enjoy taking a look With that, and seeing how we’re inviting people to really enjoy their experience here in our community,

Brandon Burton 35:05
I love that and and, you know, I’m tempted to go down the rabbit hole of tell us more about what be here if an NGO is that let’s just let people go check it out themselves and see, see what it’s all about

Susan Williams 35:17
might be a good reason for another episode someday.

Brandon Burton 35:20
That’s right. And well, we’ll have your your contact information in the show notes for this episode as well. So people can go on there and hit those links or shoot us an email and give me a call. But, Susan, I really appreciate you being with us today on Chamber Chat Podcast for sharing your experience and, and specifically around staffing. And I think you shared some some neat insights. And for some of those chambers that maybe you’re feeling a little bit alone, because they’re a staff of one or maybe staff of two, this might give them some encouragement to be able to reach out, explore some new opportunities and find the right person and then create the position. So I love that takeaway. So thank you for that.

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