Enterprise Fall 2023

LAUNCHING A DREAM BUSINESS P. 6 THE BUSINESS MAGA ZINE OF THE UPPER VALLEY

PERSONAL FINANCE PLANNING P. 11

ENTERPRISE

Fall 2023 FREE

CONTENTS

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Valley News, Sunday, October 8, 2023

Fall 2023 d ENTERPRISE

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MORE RIDES

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Expanded bus schedule to later on weekdays and on Saturday sees ridership increase.

FINANCIAL PL ANNING

SHOPPING INSTACART

Junction Dance Boutique owner shares what it was like to start business.

Professor shares some tips on managing your personal financials.

Personal shoppers share thoughts on tips and what makes a good customer.

BUILDING ON A DREAM

: COST OF BUSINESS

Lindsay Schueler scrapes sap from a truck window at Granite State Automotive in Charlestown, N.H. The business is one of many in the Upper Valley dealing with high credit card processing fees.

COVER PHOTOGRAPH: Pat McGovern, right, of Lebanon, N.H., pays owner Billy Beattie for her ice cream at The Baited Hook in Lebanon, N.H., on Sept. 21. The restaurant offers a 3.85% discount for customers who pay with cash.

PHOTOGRAPHS BY ALEX DRIEHAUS, VALLEY NEWS / REPORT FOR AMERICA

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Valley News, Sunday, October 8, 2023

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MORE TIMES FOR RIDES Popularity of expanded bus routes show transportation needs in Upper Valley

By TRISH PALAO

Director of Marketing and Philanthropy at Advance Transit

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Valley News, Sunday, October 8, 2023

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n Monday, Sept. 11, Advance Transit (AT), the free public transit service in the Upper Valley, expanded bus service hours to include later weekday evenings and Saturdays.

The expanded weekday evening service extended operations for four bus routes (Blue, Red, Green and Orange) by two additional hours.

The Saturday bus routes and schedules offer modified service to most areas usually covered by the four lines during the weekdays.

When news of the service expansion was shared on social media over the summer, the response was positive and reflective of transportation needs in the Upper Valley.

“Been waiting for this for YEARS,” “So exciting!” and “Can’t wait to explore the Saturday routes” were among the comments people left on social media.

This anticipation — both online and off — was not mere talk, as evidenced by the number of rides provided in the first week of service expansion. AT’s weekday evening buses had more than 350 riders in its first week of operation. The weekend proved to be even more active. On its first day of Saturday service on Sept. 16, AT provided 726 rides. The Saturday buses on average had almost twice as many people aboard than on an average weekday — and that’s with 11 more vehicles in service during the weekdays.

AT driver Chris Andreasson, who operated the Saturday Blue + Red route (one route that combines the weekday Blue and Red route service), shared that he carried more people on the Blue + Red Saturday run than he does on a typical weekday on either of these routes.

The expanded service has also helped to forge new partnerships that aim to meet both transportation and parking needs. For example, AT now offers a Saturday-only bus stop at the Norwich Farmers Market on Route 5 while it’s in operation at that location. A popular weekend spot, the Norwich Farmers Market sees high traffic, with attendance by both regional residents and visitors

VALLEY NEWS FILE — JENNIFER HAUCK

Advance Transit bus drivers Lynette Sherman and Scott Christian step outside for a moment in Lebanon, N.H., on Oct. 20, 2022. Advance Transit’s new routes later on weekdays and on Saturdays have been popular with riders. to the area. The Saturday-only stop will allow people without cars to have access to fresh foods and locally made products, while also alleviating some of the traffic congestion at the well-attended market.

AT also expanded service on its Yellow route. Its increased frequency now provides midday service on weekdays, with trips every hour from 6:30 a.m. to 6:30 p.m. The route services downtown White River Junction, Sykes Mountain Avenue and Gilman Complex on Holiday Drive in Hartford, as well as Hanover. It continues to stop at the Upper Valley Aquatic Center, but Bugbee Street has been dropped from the route.

Since the new Yellow service started, ridership on this route increased 14 times from one week to the next.

These enhancements are in response to feedback collected in the fall of 2022 as part of AT’s five-year

transit plan update. Developing this plan is a multi-phased approach that includes a review of existing services, a survey of riders and community members, and an analysis of travel patterns, which considers planned construction and development projects that may affect public transportation in the future.

A crucial part of this process is community feedback, which is critical in identifying rider preferences and learning how AT services can better meet transportation needs.

According to the U.S. Department of Transportation, rural public transportation has historically been associated with ensuring that older adults, people with disabilities, and low-income individuals have access to essential employment, goods and services. AT continues to address mobility and accessibility requirements that help to serve our community ’s needs. The agency also recognizes a shift in ridership in the

Upper Valley.

The results of AT’s Fall 2022 surveys show that in the organization’s service region, more students and people without access to a car are riding the bus, compared to previous studies.

Furthermore, as the need for buses moves beyond the work commute — particularly as remote work opportunities increase and more people opt not to purchase a vehicle — expanded service might also encourage more exploration of the Upper Valley.

“We recognize that expanded service is something that our community has been requesting for a long time,” Adams Carroll, executive director of Advance Transit, said. “We know that many of our riders rely on public transportation to access key resources, and we hope that these changes will have a positive impact on our riders and the community as a whole.”

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Valley News, Sunday, October 8, 2023

CHANGE IS CONSTANT ARE YOU PREPARED?

Valley News, Sunday, October 8, 2023 6

Junction Dance Boutique owner shares what it was like to start business.

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From left, White River Ballet Academy students Eleanor McConnell, 11, of Hanover, N.H., Arden Schlager, 13, of Bradford, Vt., Melodee Drescher, 11, of Hanover, and Charleigh Parker, 14, of Quechee, Vt., look through dance clothes before class at Junction Dance Boutique in White River Junction, Vt., on Sept. 21.

Owner Jackie Stanton said that she designed the space to make it welcoming for shoppers, including her ballet students. “I tried to make it like a boutique in Paris,” she said.

VALLEY NEWS / REPORT FOR AMERICA — ALEX DRIEHAUS

Jackie Stanton, center left, leads a class at White River Ballet Academy in White River Junction, Vt., on Sept. 21, 2023. Stanton has owned the studio for 16 years and expanded her business to include a dance boutique after On Stage Dancewear, which was located in the Powerhouse Mall in Lebanon, N.H., closed in 2019.

DREAM BECOMES A REALITY

By PATRICK O’GR ADY

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Valley News, Sunday, October 8, 2023

Valley News Correspondent

I

nterest rates are high. Inflation remains stubborn. A labor shortage has driven up wages and a housing shortage is affecting hiring.

These signals suggest now may not be a good time to buy or start a business. Or, perhaps it is the perfect time to take advantage of a new opportunity.

“Trying to time the market is never going to work. Any economist will tell you that,” said Casey Trio, of the New Hampshire Small Business Development Center at the University of New Hampshire. “It is the same with all these variables like trying to time inflation, the stock market or the next pandemic.

Trio, who lives in Hanover and

covers Grafton and Sullivan counties for the center, said working with a business adviser on an idea is an important first step.

“They will tell you, these are the things you should be thinking about,” Trio said.

New owners can also make the mistake of projecting revenues and other success metrics like sales two or three years ahead, Trio said. He advises clients to “know your numbers and know what it will cost to get the business to day one. That may not mean all of the products or services you are contemplating for the business.”

Heather Turner is a small business owner in South Sutton, N.H., and a volunteer with the Granite Region of SCORE, (Society Corp of Retired Executives), a nationwide non-

profit founded in 1964 that assists new and existing businesses with strategies, planning, financial review, and decision making. The recently named Granite Region brought together several SCORE chapters in New Hampshire, including one in the Upper Valley and today covers the entire state — except for the Seacoast — and a portion of Vermont.

Turner said in her experience, external factors that cannot be controlled are secondary to what matters most for potential new business owners.

“I think what it boils down to is not doing their research,” Turner, a SCORE mentor for five years, said about business failures. “They may have a brilliant idea, but may not have looked to see whether others

are selling that same product.”

Turner has seen a number of potential business owners who lack a full understanding of how to create a plan and all facets of a business.

“We have people who want to be their own boss, but realistically don’t have any concept of how much work goes into it,” she said.

Turner and Trio both said a business plan, whether it is one page or 50, is an indispensable tool for any business owner getting started.

Jackie Stanton learned that rule when the opportunity arose for her to open a dance boutique to complement her ballet academy, which opened in 2008 and had grown from 20 students to about 90.

Even though the effects of the pandemic were still being felt in late 2021, Stanton saw an opportunity

Valley News, Sunday, October 8, 2023

SEE BUSINESS 10

VALLEY NEWS / REPORT FOR AMERICA — ALEX DRIEHAUS

White River Ballet Academy students Eleanor McConnell, 11, of Hanover, N.H., left, and Charleigh Parker, 14, of Quechee, Vt., look through leotards at Junction Dance Boutique in White River Junction, Vt., on Sept. 21. The store is one of the only local places to buy dance clothes, and several students said without it they would have to shop online.

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when the region’s only dance store closed about three years ago.

“It had always been a dream of mine,” Stanton said about opening her own boutique selling specialized ballet items including leotards, tights and pointe shoes.

Initially, Stanton assumed obtaining a bank loan would be straightforward because she had run a successful and growing business for 14 years. She came to realize she was “naive” about the process to obtain a loan and at the time, had some reservations about opening her own store. Then, a friend recommended she contact SCORE and the assistance she received from her mentor made a big difference.

Stanton worked with her SCORE mentor, Bruce Butler, whose areas of expertise are accounting, finance and business planning. From there, Stanton’s idea began to take shape, though it was by no means easy.

“From the beginning, he was absolutely wonderful in wanting to help me pursue this dream of having a boutique,” Stanton said.

The two worked together the next four months to create a business plan, something Stanton said she had never done.

“It was extremely difficult, extremely detailed, time consuming

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Valley News, Sunday, October 8, 2023

BUSINESS FROM 9 and very challenging,” Stanton said.

“And I loved every minute of it.”

Stanton credits Butler for leaving no stone unturned when examining her idea, projections and the overall impact the store would have on the Upper Valley.

“He needed to see everything I was about; how could I prove my numbers,” Stanton said.

Stanton was able to secure a line of credit with her bank and since opening in December 2021 has seen the store thrive, meeting a demand for specialized dance items not only in the Upper Valley but beyond, including Burlington.

Trio advises anyone with an idea that they want to move off the drawing board to tap into the expert advice available through SCORE, the SBDC, Chambers of Commerce and other resources.

“You don’t have to come up with a plan and launch it yourself,” Trio said. “There are tons of resources there to help you.”

Trio said he may have five or six business ideas before him at any one time. To facilitate the process and ensure it is thorough, he will seek assistance from people who have unique insights and experience in a particular field, whether it is manufacturing, retail or a restaurant.

“They can ask the tough questions without fear of putting down your idea,” Trio said.

Turner explained that SCORE has volunteers in all its chapters willing to provide expertise.

“We can bring in mentors from any other chapter,” she said.

While concerns about the business climate and uncertainty about the economy can weigh on any potential business, Trio noted that small businesses can more easily adjust and adapt than large corporations. Trio noted that when the pandemic hit, restaurants were hit hard with forced closures but many were able to make changes with delivery, takeout and online ordering to survive.

“They re-purposed their resources,” he said.

Turner also pointed out that SCORE isn’t just there to get a business off the ground, but to shepherd it along the way as it grows.

“I currently have 42 clients,” Turner said. “Half are startups and half are already in business. The SCORE motto is: For the Life of the Business.”

Stanton maintains her contact with Butler, her mentor, and appreciates his regular examination of her business.

“He is always checking on me and wants to see my numbers,” Stanton said.

Patrick O’Grady can be reached at pogclmt@gmail.com.

VALLEY NEWS / REPORT FOR AMERICA — ALEX DRIEHAUS

Dozens of pairs of pointe shoes sit on the shelf at Junction Dance Boutique in White River Junction, Vt., on Sept.

21, 2023.

‘IT COMES DOWN TO PLANNING’ K

evin De Rosa is the vice president of Retail at Greenfield Savings Bank in Western Massachusetts. He has been teaching business and economics classes at the River Valley Community College in Claremont for 11 years. A course in corporate finance that he started teaching in 2012 led to a personal financial management course that covers a variety of topics on personal finances including budgeting, credit, debt, investing and retirement planning.

De Rosa earned an undergraduate degree in finance and an M.B.A. both from the University of New Hampshire.

Question: These days, we hear a lot about the lack of basic financial literacy in terms of some of what your course tackles. Do your students, most of whom I assume are young, have a grasp of personal financial management and in what areas are they lacking?

Answer: The students are really lacking in any kind of budgeting skills, which I think is really the key.

One of the biggest things I teach (them) is to know where their dollars are going and to plan ahead on how they are going to spend their money. So I would say budgeting is the single biggest thing they are lacking. There is also the lack of understanding on how credit works and how bank accounts work.

Q: Do you have students telling you that after they pay bills, they simply have nothing left to save or invest? What do you tell these students?

A : Yes, all the time. It comes down to planning. If you tell your dollars what they are going to do ahead of time rather than figuring it out at the end of the month you are going to be in much better shape.

Most of the time, students do make enough to survive whether they have a roommate or live at home, but they have got to be able to plan better. There is just a lot of frivolous spending.

Q: What does your course teach about investing and risks to those

Kevin De Rosa

COURTESY

who are not savvy about markets and other investment instruments?

A : It is a very introductory course. We talk about what a stock is. We talk about what a mutual fund is. We talk about the value of investing and I touch on compound interest and how that works. One thing I do talk a lot about with regard to investing is the importance of saving and trying to live below their means.

If they can live below their means and they can save something, that is the first step toward doing any kind of investing.

Q: What do you say about tax planning?

A : The only thing we cover is we discuss the type of federal taxes that we have. So we go over how the tax system works and why we have a system like that and we debate the pros and cons of that system.

Q: Do you discuss debt in your course and what do you tell students about debt, in particular high interest rate credit card debt or financing the purchase of depreciating assets such as an appliance or even vehicles?

A : We talk about that and I am a huge proponent of trying to live debt free. When something bad happens, like a job loss or pay cut or emergencies and you have debt, which are mandatory monthly payments, those are obligations you can’t get out of.

So it comes back to budgeting, it comes back to living below your means and having enough money for

three to six months of expenses. I really talk about the benefits of being debt free.

We talk about how credit works, credit score, auto financing and mortgages. Credit cards can help build your credit but they can really cause financial harm when not used appropriately.

Q: Retirement planning at a young age makes sense, but when people may be saving for a house, college, raising children and have other immediate expenses it can be difficult. How do you address that?

A : I do the math for them and show them. A lot of them claim they don’t have any money to save, but will go and spend $5 on a coffee and donut three or four times a week.

Giving that up and putting aside $50 or $100 a month when they are 20 years old and put that in a good mutual fund, by the time they retire at 55 or 60 or 65, they will be a millionaire.

It does not take a lot of money to have what you need for retirement.

What it takes is a little discipline.

The younger they start the less they need to save. It comes down to giving up their coffee a few times a week at young age they will be 100% set for retirement.

The other thing I demonstrate — which goes back to living as debt free as possible — if they buy a vehicle with a $1,200 or $1,300 a month payment that is more than half of their monthly income, I will show them if they can buy something cheaper and save even a fraction of that, they will be a multimillionaire by the time they retire. It is really easy to demonstrate. It is all about compound interest.

Q: What are the one or two most important pieces you want students to come away with in your course on personal financial management?

A : That they need to plan and budget and that they need to live below their means. This is not a hard class, but it teaches critical life skills that honestly should be taught in high school. It is probably one of the most valuable courses at River Valley. While not a degree requirement, it is very popular and generally has full enrollment.

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By PATRICK O’GR ADY

Valley News Correspondent

Valley News, Sunday, October 8, 2023

River Valley Community College professor discusses personal finance

‘GREAT FOR US

AND GREAT FOR THE CUSTOMER’ Upper Valley businesses offer cash discounts to combat credit card fees

By PATRICK O’GR ADY

S

Valley News Correspondent wipe, tap, insert. The ubiquitous message on prominently displayed point-of-sale payment terminals in stores these days could lead one to conclude that businesses anticipate that most customers prefer digital transactions now — and more will in the fu-

ture.

For years now, there have been periodic stories and predictions of moving to a cashless society. A July article on Tech.Co, a technology news website, revealed that digital payments are on the rise and the use of cash in decline. The article by Isobel O’Sullivan stated that 40% of Americans used no cash in 2022, 80% of payments in the U.S. last year were digital and nearly 65% of Americans believe that all payments will be electronic in their lifetime.

A business that is 100% digital for transactions can serve customers faster, reduce concerns of fraud, theft and burglary and even see more consumer spending, the article states.

But cash lives on and probably will for the foreseeable future.

Businesses that decide to not accept cash can alienate some customers, including older adults, those who live rural areas and people with lower incomes. People who are part of those demographics tend to rely more on cash for purchases.

Even though at some establishments in large cities and at some performance or entertainment venues the cash option is not available, it is too early to sound the death knell for cash. In fact, some states have passed legislation prohibiting cashless businesses.

Small, independent businesses in the Upper Valley, say cash-paying customers can help their bottom line and offer an option that is important to many of their customers. Often

, Sunday, October 8, 2023

VALLEY NEWS / REPORT FOR AMERICA — ALEX DRIEHAUS

From left, owner Billy Beattie takes an order from Karla Meyette, of Cornish, N.H., and Missy Dustin, of Contoocook, N.H., at The Baited Hook in Lebanon, N.H., on Thursday, Sept. 21, 2023. The Beattie family took over the business in 2020 and have worked to keep the atmosphere of the restaurant that four generations of the family have enjoyed. “I think it’s about a customer experience,” Beattie said.

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, Sunday, October 8, 2023

SEE PAYING CASH 14

Card fees cut into profit

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Valley News, Sunday, October 8, 2023

PAYING CASH FROM 12 seasonal businesses, such as ice cream shops, farm stands and farmers markets, don’t care to invest in the equipment credit or debit transactions and don’t want to pay the fees or charge customers more. For those businesses, cash is the only option.

At Free Verse Farm and Apothecary on the Common in Chelsea, coowner Misha Johnson said a few years ago they decided to advertise at their store that they take cash and checks with a notice at the register.

“A lot of customers come in and really like it that we still take checks and cash,” Johnson said. “They appreciate that and understand the value in that. We don’t need Visa or MasterCard as an intermediary in our transactions.”

There is also the obvious and immediate financial benefit to a small business that can avoid credit or debit card transactions.

“We realized when we ran the numbers at the end of the year, credit card companies are taking thousands of dollars from us for all the transactions (for fees),” Johnson said.

For businesses that operate on small margins, those fees can take a significant bite out of the bottom line.

Using cash may or may not mean a discount for customers. Individual businesses decide whether to offer a lower price for cash, add a surcharge for a credit card or keep the price the same for everyone, which is the practice of large retailers.

Merv Martin opened Granite State Automotive in Charlestown five years ago, and three years ago he instituted a surcharge for credit or debit cards that is equal to the 4% he has to pay credit card companies.

“It was mostly because of large processing fees (on credit cards),” Martin said. “Every time a card is swiped, there is a 4% charge.”

For example, a $400 repair bill would cost the customer $416 if they paid with a card. Martin does not discount the charge when cash is used; services only cost more when customers pay with a credit card.

Before he decided to add a surcharge, Martin said credit card payments could cost him up to $400 a month.

Martin said he also is seeing the downside to a surcharge as he gets complaints from customers.

SEE PAYING CASH S17

VALLEY NEWS / REPORT FOR AMERICA — ALEX DRIEHAUS

Billy Beattie talks to a customer as he scoops an ice cream at The Baited Hook in Lebanon, N.H., on Sept. 21.

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VALLEY NEWS / REPORT FOR AMERICA — ALEX DRIEHAUS PHOTOS

Above: Pat McGovern, right, of Lebanon, N.H., pays owner Billy Beattie for her ice cream at The Baited Hook in Lebanon, N.H., on Sept. 21. The restaurant offers a 3.85% discount for customers who pay with cash.

Right: A 1940 photograph of the restaurant, then called Doc’s Place, hangs on the wall of The Baited Hook in Lebanon, N.H., on Sept. 21.

Paying cash PAYING CASH FROM 14 “I understand and for customer service, I may switch back (to no surcharge),” he said. “I don’t like paying extra for a credit card.”

Martin said if he does eliminate the surcharge, he may consider raising his rates to cover the processing fees.

The decision on how to best handle payments and the various options — including either discounts for cash or surcharges for plastic — depends on the individual business and its circumstances.

Samantha Pause, chief innovation and brand officer at Mascoma Bank, said businesses need to evaluate the pros and cons of being cash-based versus alternative payment methods.

“The ultimate decision should be based on the optimal strategy for their specific circumstances and aligning with customer preferences and requirements,” Pause wrote in an email.

Pause emphasized that customer preferences should be the guiding principle when considering payment methods.

While cash and cash discounts

VALLEY NEWS / REPORT FOR AMERICA — ALEX DRIEHAUS

Owner Merv Martin talks to his son Keegan, 3, as he keeps him company along with the family dog Cheetah at Granite State Automotive in Charlestown, N.H., on Sept. 25. Martin charges a 4% surcharge on payments made with credit and debit cards to cover the processing fees.

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‘Customer preferences should be the guiding principle when considering payment methods.’

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Valley News, Sunday, October 8, 2023

PAYING CASH FROM 17 could be attractive to many customers, there is the risk of alienating those who don’t often carry cash because they like the convenience of debit and credit cards.

“Prior to committing to an allcash approach or assessing the expenses associated with alternative payments, gaining a deep understanding of customer desires and needs is essential,” Pause wrote. “By comprehending their customers’ preferences, businesses can then determine the most sensible course of action.”

Billy Beattie, owner of The Baited Hook on Mascoma Lake in Lebanon, started offering cash discounts three years ago instead of adding a surcharge on credit cards.

“A cash discount is a more pleasant customer experience,” said Beattie, who has owned the restaurant since July 2020.

Eliminating the processing fee of 3% to 4% for credit cards helped the business’ cash flow and bottom line.

Beattie is knowledgeable of the payment process for credit cards. He was in the business of selling pointof-sale payment systems and explained that most of the charge for a credit transaction goes back to the issuing bank as profit, not with the establishment.

Beattie said “in theory” the credit card fee is built into the price on the shelf by the seller so it is passed on to customers but not in the form of a surcharge. Otherwise, he said, customers will “feel the pain.”

In his experience, Beattie said cash is probably used more in the Upper Valley than the national average, which he attributes to residents tending to be “a little more thrifty.”

During the COVID-19 pandemic, when Beattie and his family bought the restaurant, he noticed more customers who paid cash. He chalks that up to customers’ understanding that during the pandemic shutdowns, it was harder for businesses to absorb the credit card fees.

For Johnson at Free Verse, which sells organically certified teas, culinary herbs, herbal remedies and body care products, taking cash can translate into better pricing for customers.

“I can use it as a way to keep prices lower,” Johnson said. “Local and organic products tend to cost more so it is a way to keep products as affordable as possible. It is great for us and great for the customer.”

Patrick O’Grady can be reached at pogclmt@gmail.com.

VALLEY NEWS / REPORT FOR AMERICA — ALEX DRIEHAUS

Owner Merv Martin works on a Mini Cooper at Granite State Automotive in Charlestown, N.H., on Monday, Sept.

25, 2023. Martin said he doesn’t like passing along extra fees to his customers paying with a card, but his only other options are to cover hundreds of dollars of processing fees himself or raise his rates.

7 saving strategies you may not have tried yet The personal savings rate for Americans has been dropping in the last few months

ith the holiday shopping season just starting and prices of many consumer goods continuing to rise, saving money can seem impossible. But those financial pressures also make doing so even more important.

“Saving is your margin,” says Eric Maldonado, a certified financial planner and owner of Aquila Wealth Advisors. “When things happen — your car breaks down or there’s a layoff, or smaller stuff like gifts for the holidays — you have something to fall back on.” Maldonado notes that saving can also allow you to have money for fun things.

The personal savings rate for Americans has been dropping in the last few months, and as of July was 3.5%, according to the U.S. Bureau of Economic Analysis.

Maldonado recommends aiming for a savings rate closer to 20% of your take-home income. “You can live off of 80% and put 20% toward deferred gratification,” he suggests.

That guidance matches the popular 50/30/20 budget, which suggests putting 50% of your take-home income toward needs, 30% toward wants, and 20% toward savings and any debt payments. “If you’re just starting out, then it can be too daunting, but you can work toward it,” Maldonado adds.

If you’re looking for ways to power up your savings, consider these strategies:

W

Pause before buying “One of the biggest mistakes people make is buying things you don’t need,” says Vivian Tu, author of the forthcoming book “Rich AF: The Winning Money Mindset That Will Change Your Life” and a TikTok influencer who posts as @YourRichBFF. To counter that tendency, she recommends “taking a beat” be-

fore making any purchase. “Really ask yourself, ‘Why do I want that thing? What makes it special?’ ” she suggests.

Tu says asking herself that question helped her scale back on material purchases so she had more money for experiences, like vacations and brunches with friends.

Spread out the impact of big expenses For big expenses that are on the horizon, Cary Carbonaro, a CFP and senior vice president at financial advisory firm ACM Wealth, recommends setting aside a small amount of money each month so the final cost doesn’t overwhelm your budget.

“If you know you’re going to spend $1,200 at Christmas, then put aside $100 a month for the whole year,” Carbonaro suggests. “Everybody overspends in December unless you budgeted for it.”

Try curbside pickup When Ryan Greiser, a CFP and founder of the financial firm Opulus, and his wife noticed their credit card bill going up with inflation, they brainstormed ways to cut back. One of their most successful ideas was relying on online grocery ordering with curbside pickup.

“We noticed that if we did curbside pickup, our bill was $50 to $100 less than if we went into the store because we only bought the things on our list. It reduced impulse buys and allowed us to easily compare prices and coupons that popped up on the screen,” Greiser says. Given their weekly shopping needs for a family with three young children, that shift allowed them to save $200 to $400 a month.

Rotate subscriptions Greiser and his family also started saving $10 to $30 a month by rotating their streaming subscriptions based on what shows they

were currently watching. “We keep one or two active subscriptions and cancel the rest or pause it when a show wraps up so we can rotate to the next one,” he says, adding that he sets a reminder on his calendar so he doesn’t forget to cancel.

Similarly, he pauses his fitness subscriptions when the weather is good enough to exercise outside.

“They are month to month, so easy to pause and restart,” he says.

Ask for discounts Speaking up for yourself is another saving strategy. “You have power as a consumer,” Tu says.

That means you can ask your bank to waive late fees or overcharge fees, or ask for a discount on shoes that have a scuff on them. “Be polite, be kind, but you can be entitled and understand that your business has value,” she adds. The answer might be “no,” but there’s no reason not to ask, and it might just save you some money.

Shop around for insurance Find discounts on the bills you don’t look at very often, too. Instead of letting your home and auto insurance auto-renew each month, consider taking time to shop around through an online comparison tool.

When Greiser did that, he ended up saving a total of $1,000 on his bundled auto and home insurance plan.

Sign up for cash-back apps Popular cash-back apps like Rakuten, Ibotta and RetailMeNot allow you to earn cash back for online shopping after you set up an account. “I highly recommend using cash-back apps,” Tu says. “I know it seems like kind of a pain to sign up, but you can save hundreds of dollars a year because it lets you get cash back on purchases you were already making.”

Sometimes making the extra effort pays off, right into your savings account.

Valley News, Sunday, October 8, 2023

NerdWallet

19

By KIMBERLY PALMER

Instacart worker Arthur Berte leaves groceries at the gate of a home in East Derry, N.H., on April 3, 2020.

How to be a conscientious, satisfied Instacart customer

By SHIRA OVIDE

20

Valley News, Sunday, October 8, 2023

The Washington Post Instacart’s app can feel like magic. But 600,000 contractors make the magic happen.

Order your groceries from Instacart’s app, and one of those workers roams the aisles at the local Kroger for your items, waits in line to pay and delivers to your door.

Instacart went public last month, putting a spotlight on the company and the contractors it calls “shoppers.”

I asked Instacart workers two basic questions: What do they wish Instacart customers or potential ones knew about their jobs? And how can customers get good service and be considerate?

Much of this advice could also apply if you use Uber Eats, Lyft, DoorDash or similar apps.

There are few established social or legal norms for the workers behind app-based convenience services. It’s up to us, perhaps unfairly, to figure out details such as how much to tip and why some orders arrive in 30 minutes and others in hours.

Here’s what Instacart workers want you to know about their jobs, and how to be a satisfied and kind customer:

A significant portion of workers’ pay comes from tips Lala Muhammad, who has worked for Instacart in the Atlanta

area since 2017, said her pay last week for Instacart work was $330 before taxes.

She said about $76 of that was from Instacart, and $253, or more than three-quarters of her pay, was from customer tips.

Three other workers said their pay was roughly a 50-50 split between Instacart and tips.

Instacart might pay as little as $4 to $10 for shopping and delivering a “batch,” or between one and three customer orders that the company bundles together.

Muhammad said when she has ordered her own groceries from Instacart, she typically tipped 20 percent of the grocery order. Another worker suggested at least 10 perSEE INSTACART S22

AP — CHARLES KRUPA

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Valley News, Sunday, October 8, 2023

West Central Behavioral Health, which has offices in Claremont, Lebanon and Newport, has recognized three mental health care practitioners with its annual awards. Dr. Peter Mason, was honored with the 2023 Lilla McLane-Bradley Award; Gillian (Jill) Bemis received The Fred Hesch Award; and Dr. Ben-

jamin Shapiro received The Matthew Stephen Terr Winer Award for Humanism and Excellence in Community Psychiatry.

21

West Central Behavioral Health gives out awards

An instacart logo and an instacart webpage are shown in this photo, in New York, on Sept. 6, 2023.

Best practices using grocery delivery app

22

Valley News, Sunday, October 8, 2023

INSTACART FROM S20 cent, or 15 to 20 percent if the order is from a warehouse club.

A third person said a $5 tip is fair on a relatively simple order.

Several Instacart workers said they believe orders from customers who tip generously tend to be paired with an order from someone who didn’t tip.

In other words, if you’re a good tipper, you’re essentially subsidizing the orders of non-tippers.

Is it better to tip in the app or in cash at the door?

In the app or both, according to some Instacart workers.

One wrinkle of Instacart is that you’re asked to tip when you place an order. You don’t know whether the Instacart shopper will do an amazing job or a terrible one. (On Reddit, even Instacart workers complain about their counterparts who do a poor job.)

Karyn Johnson-Dorsey, an Instacart worker outside of Los Angeles, understands the financial hardship and frustration at being asked to tip for seemingly everything and even for poor service.

She suggested that Instacart customers can increase the tip in the Instacart app after delivery if you’re happy. Or tip more in cash at the door.

Tipping well when you order also makes it more likely your shopping will be handled quickly.

The tip you enter when you order is among the few pieces of information that workers have to decide whether to accept each shopping task.

Instacart workers said they’re more likely to say yes quickly to orders with higher tips.

Instacart said its app prompts customers to consider increasing their tip if they’ve rated the Instacart worker highly, or to leave a tip if they initially skipped one.

The company also said workers

have complete discretion to choose or reject potential orders.

All the fees you pay don’t go to the Instacart worker What you pay Instacart as a customer is largely divorced from what Instacart pays workers.

Instacart prices are sometimes higher than what the grocery store charges. There are typically delivery and other fees, too, including if you order alcohol or heavy items such as cases of water.

Instacart workers are not paid those fees or for the markups on grocery store items.

It helps to be communicative with the Instacart worker When you order in the Instacart app, customers are sometimes nudged to select a second choice if your item isn’t available when the worker does your shopping.

Multiple Instacart workers said it

AP

Instacart worker Saori Okawa shops for produce for home delivery on July 1, 2020, in San Leandro, Calif.

Before an Instacart shopper accepts orders, they see details such as the location of the grocery store, estimated pay including tip and total miles they need to drive.

On Reddit and elsewhere online, Instacart workers puzzle over how Instacart computer algorithms determine what each job pays or direct them to stores far away.

There’s also no certainty about how much work they’ll get.

I spoke to Johnson-Dorsey at about 4 p.m. in California. She’d had one order since she logged into the Instacart app at 11 a.m. She was waiting near several grocery stores for more.

Instacart workers aren’t paid for the time they’re waiting for orders.

Johnson-Dorsey takes pride in shopping for customers’ groceries with the care she takes shopping for herself.

Muhammad spoke fondly about an Instacart customer with whom she developed a friendship over several years. They would sit and talk about their families.

And some workers for Instacart and other apps say they value the flexibility to work only when they want.

“The whole being your own boss thing – even if you’re at the whim of an algorithm - is very freeing,” said Orlando Bispo, who works for Uber Eats in New York but has worked for other app companies before.

Johnson-Dorsey said 90 percent of interactions with Instacart customers are positive. But she has a protocol to protect herself from uncommon risks.

When she makes deliveries to homes, she keeps her car door open, steps back from the doorstep and wears headphones in case she needs to escape or call for help.

Recently, Johnson-Dorsey said, an Instacart customer who was unhappy about being asked for identification for an order that included alcohol walked away from his doorstep and returned holding a handgun.

Instacart said it investigates reported violations of its guidelines and would block a customer for acts or threats of violence. The company didn’t comment about JohnsonDorsey ’s experience.

There’s a limit to what customers can do for workers Bispo said stronger legal protections are needed to ensure workers are paid and treated fairly, and advocated for a guaranteed minimum wage for people in New York working for restaurant delivery apps.

A similar provision in California, Proposition 22, applies to Instacart.

Two Instacart workers in the state said it has mostly been positive for them.

“There’s nothing that the consumer can really do,” Bispo said.

“We need for the government to step in and govern.”

Valley News, Sunday, October 8, 2023

Workers don’t know how their pay is determined

The job can be wonderful.

It can also be dangerous.

23

helps customers and them if people make those second choice selections in the app and respond quickly if they send chat messages from the store about acceptable substitutions.

Uncertainty about substitutions slows down your order.

AP FILE – BEN MARGOT

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Valley News, Sunday, October 8, 2023

We use business as a force for good. The 500 kW AC solar array pictured above is hosted by Washington County Mental Health Services in Barre and the net metered energy is assigned to Champlain Housing Trust. The town benefits form the taxes generated by the project, WCMHS gets lease payments, and CHT gets reduced energy bills!

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