Your Business - Summer 2016 Issue

business

YOUR

SUMMER 2016 ISSUE

BROUGHT TO YOU BY THE NEWMARKET CHAMBER OF COMMERCE

LEASING A COMMERCIAL SPACE

BETTER SERVICE TODAY

6 Golden Rules For Dealing With Customer Complaints

NEWMAKEIT NEWMARKET’S FIRST MAKERSPACE YOUR BUSINESS | Summer 2016

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EMPLOYMENT SERVICES Seneca’s Employment Consultants are available to assist you in finding employment and training opportunities – at no cost • Job Search Assistance and Workshops • Career Planning • Job Development Services • Second Career Program • Self-Employment Information • Apprenticeship Links and Resources

EMPLOYER SERVICES Seneca supports employers with hiring; connecting employers with qualified individuals who are eager and ready for work, accessing hiring incentives, support with job postings and hiring events - at no cost.

• Job Posting Board and Website • Job Matching, Screening and Interview Support • Hiring Incentives • Organizing, Promoting and Hosting Job Fairs • Essential Skills Tools and Resources • Canada Ontario Job Grant www.workforceready.ca

EMPLOYMENT SERVICES / NEWMARKET 16655 Yonge Street, Unit 3 NEWMARKET, ON, L3X1V6 905-898-6199

CONTENTS

YOUR

business

Features 17

Better Service Today

19

Creative Collaboration: An Interview with Derrol Salmon of NewMakeIt

Board of Directors

Chair Veronica Williams

In Every Issue 4

From Debra’s Desk

5

Calendar of Events

7

9

Learn News, Knowledge & Insights

13

Thrive Tips, Trends & Intel Economic Development Update

22

Members

Connect Bridging Business & Community

Cover Photo by Jennifer Brien.

On the Cover: NewMakeIt partners (left to right) Bob Wickson, Derrol Salmon and Ryan Dibisch.

snapd Newmarket

1st Vice Chair Dave Peters Distinctive Alternative Investments Inc.

Past Chair Kevin Murdoch The Murdoch Group Private Wealth Management

Joshua Campbell Coldwell Banker The Real Estate Centre Brokerage

Lorne Cooper Century 21 Heritage Group Ltd. Brokerage

Ron Pickett RDM Management Group

Sabine Schleese Schleese Saddlery Service Ltd.

Leslie Yeates Collins Barrow Durham Consultants Inc.

Your Business is published quarterly by the Newmarket Chamber of Commerce. To Advertise: advertising@newmarketchamber.ca Magazine layout and design provided by Metroland Media Group Ltd.

Newmarket Chamber of Commerce Staff President & CEO: Debra Scott Business Development Manager: Tracy Walter Office Manager: Lori Clayton Event Manager: Rosanne Antunes Member Services: Lauren Davie Program Coordinator: Tyler Nakeff Auditor: BDO Canada LLP Editor: Leslee Mason

470 Davis Drive (The Old Railway Station) Newmarket, ON L3Y 2P3 T: 905.898.5900 F: 905.853.7271 W: newmarketchamber.ca E: info@newmarketchamber.ca

Smart Commute Central York Staff Program Manager: Pat Lusink Program Services Coordinator: Jennifer Brien Program Services Coordinator: Andrea Stephenson YOUR BUSINESS | Summer 2016

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FROM DEBRA'S DESK

STAYING NORTH It used to be that if you wanted of employed to do pretty Newmarket much anything, residents be it business or work in the personal, you community had to head south—specifically to Toronto. That’s changing. Check out the 404 or the 400 during rush hour and you’ll see a steady stream of cars travelling in either direction. South is no longer the only option. Where we work and the way we work is evolving. That’s a good thing. After all, who wants to spend two-plus hours a day commuting if there are other available choices?

Building communities where people both live and work isn’t a new concept. What is new are the approaches being taken to achieve this balance. Newmarket is a great example of this. Yes, the Town is a great place to call home. We are surrounded by a beautiful trail

system, our historic district is steeped in charm and the people are welcoming and friendly.

But our Town is so much more than that.

Whenever I speak with people unfamiliar with Newmarket, they are usually surprised to hear about the many exciting initiatives to be found here. For example, the Town’s proposed ultra-high-speed Internet corridor, Awesome Foundation Newmarket, or CreateIT Now at Southlake, a health-care focused innovation centre. What these, and many other forwardthinking initiatives, have in common is that they are the result of collaboration.

It might be business members working together, or maybe government and the private sector or the community. Whatever the variation, the sharing of information, ideas and resources often leads to a more progressive end result.

Collaboration is playing an increasing role in business. For NewMakeIt, a newlyopened makerspace in Newmarket, it’s at the core of what they do. Makerspaces have

Is your business bike friendly? Page 9

Home Show pics and more. Find them on page 11.

46%

gotten a lot of buzz in recent years. That’s because they give entrepreneurs, innovators and creators access to the space and tools they need to develop and further ideas, projects and products. For many makers, this access reduces the biggest barriers they face; tools, particularly high-tech ones such as 3D printers and CNC routers, are both large and pricey.

Your Business magazine recently visited NewMakeIt to check out the space and discover more about the maker movement.

You’ll find a terrific interview with Derrol Salmon, one of its founders, on page 19.

As always, I invite you to share your business news, your successes or even your challenges.

Drop me a line at debra@newmarketchamber.ca.

Debra Scott President and CEO

Why customer complaints can be good for business. Page 17.

A b i g t h a n k y o u t o o u r C o r p o r at e a n d C o m m u n i t y Pa r t n e r s 2016 CORPORATE PARTNERS

2016 COMMUNITY PARTNERS

Newmarket

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newmarketchamber.ca

EVENTS For a list of all events, information and registration, visit newmarketchamber.ca/events

JUNE JUNE 14 Breakfast Networking 7:00-9:00 am | St. Andrew’s Valley Golf Club JUNE 14 Social Media Surgery Clinic 12:30-1:30 pm | Newmarket Chamber of Commerce JUNE 14 Colossal York Region Chamber Connect 5:30-7:30 pm | The Manor, Event Venue JUNE 21 Aurora Chamber Golf Classic 7:30 am registration | St. Andrew’s Valley Golf Club JUNE 22 Chamber Members’ Annual Open House & BBQ 12:00–2:00 pm | Newmarket Seniors’ Meeting Place JUNE 22 Young Professionals After Hours 6:00–8:00 pm | Treefrog Inc. JUNE 23 LEARN Seminar Series: Social Media Time Savers 9:00–11:00 am | Newmarket Public Library JUNE-AUGUST Summer Bike Challenge smartcommutecy.ca

AUGUST AUGUST 9 Breakfast Networking 7:00–9:00 am | Pickering College

SEPTEMBER SEPTEMBER 8 LEARN Seminar: Content Marketing, What To Say And How To Say It 9:00–11:00 am | Newmarket Public Library SEPTEMBER 13 Breakfast Networking 7:00–9:00 am | Silver Lakes Golf & Conference Centre SEPTEMBER 19–25 Smart Commute Week Smartcommutecy.ca

OCTOBER OCTOBER 6 LEARN Seminar: Measuring Your Marketing—How To Use Reports And Analytics To Evaluate Your Marketing Campaigns 9:00–11:00 am | Newmarket Public Library OCTOBER 11 Breakfast Networking 7:00–9:00 am | Pheasant Run Golf Club OCTOBER 13 Business Excellence Awards 5:30 pm–10:00 pm | The Manor, Event Venue

ONGOING JUNE 30, JULY 28, AUGUST 25 Member Orientation GRANT APPLICATION DEADLINES, 15TH OF EVERY MONTH Awesome Foundation Newmarket EVERY FRIDAY Entrepreneurs In Motion Networking Group THIRD TUESDAY OF THE MONTH Small Business PeerGroup

FEATURED EVENTS OCTOBER 13 November 22 Business Excellence Awards Newmarket has no shortage of exceptional businesses and every year the Chamber pays tribute to a group of them at our Business Excellence Awards. Join us on October 13th when we recognize businesses whose achievements or community involvement have made significant contributions to the economic and social wellbeing of the Town of Newmarket.

Early bird pricing of $150 per person for Chamber members, available until September 13th, 2016.

Register: newmarketchamber.ca/Business-Awards

Business Thrives Conference The Business Thrives Conference returns November 22nd. This resource-packed all-day event is designed with your success in mind. Get high-impact tips, tools and takeaways to help your business thrive in today’s evolving landscape. You’ll find additional info on page 8. Look for expanded details in the next issue of Your Business.

Early bird price of $75 per person available for Chamber members until October 31, 2016 Register: newmarketchamber.ca/bizexpo YOUR BUSINESS | Summer 2016

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what

makes us the most trusted source of community news and information?

Our readers provide feedback and participation to help

shape our strategies in content, editing, and design.

Our readers are our partners.

Our histOry began in 1852, and over many decades we’ve

compiled a written record of the key people, places and events that have shaped Newmarket and surrounding communities. Then, as now, we proudly serve local residents as their newspaper of record.

Our advertisers

carefully invest in the Newmarket era -They know we we deliver results. Well-crafted local advertising is vital in keeping our readers informed.

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are our most valuable asset. They are local residents like you, and are active in our community. Their dedication and experience continues to win media awards, both nationally and internationally.

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THE ERA

to We are theConnected community 905-853-8888 • www.yorkregion.com

LEARN

NEWS, KNOWLEDGE & INSIGHTS

Keep Your Eye

ON SCREEN STRAIN Digital eye strain is on the rise. Help to reduce your risk with a few tips from the Canadian Association of Optometrists: 1 Check your set up: Your screen should be positioned about an arm’s length away and a little lower than eye level. Minimize reflected glare and keep your screen clean. # 2 Remember “20-20-20”: Every 20 minutes look away for a 20-second screen break, focusing on something at least 20 feet away. # 3 Think “blink”: Got dry eyes? Make a point to blink more often. It turns out people tend to blink less when they’re working on a screen (from an average of 12 times a minute to just five). #

LEASING A

COMMERCIAL SPACE Ready to take the plunge and open up your own office or storefront? We turned to Lisa Poirier, Commercial Sales and Leasing Sales Representative with Cushman & Wakefield Ltd., for a few pointers: 1. Before looking at spaces, prepare a budget, secure loans if required and do any needed research such as demographics and location of competition.

2. Understand the full cost of renting. “For leasing, typically it’s a per-square-foot net basis so that’s net to the landlord,” she says. Along with utilities which are usually paid by the tenant, there’s also taxes, maintenance and insurance (TMI) to factor in. For office spaces, which typically include utilities, there are taxes and operating expenses (T&O). “Those are additional costs the landlord incurs to operate a property and they get passed on to

the tenant,” says Poirier, adding the numbers are separated because the TMI fluctuates from year to year. HST is also charged on top of both the net rent and TMI. Keep in mind, asking for a free rent period or changes to the space such as paint, new carpeting or putting up walls may also affect your lease rate.

3. Looking to negotiate on costs? Your best bet is the net rent. “That may be negotiable depending on the length of the term you’re offering,” says Poirier. “If you’re going to rent a commercial space for a one-year-term there’s not going to be much room for negotiation.”

F.LUX: Tech tool

for computer brightness

Your computer screen is optimized for daytime use which is why when working at night or early morning it can feel like you’re staring at the sun. The f.lux app works by warming up your screen’s colour come sunset. You’ll find it at justgetflux.com.

SURVIVING A BAD REVIEW Even with the best business effort, complaints sometimes happen. But what do you do when an unhappy customer heads to social media to share their displeasure? That’s the issue J&S Plumbing, Heating & Air faced a couple of years back when someone posted a negative comment on a local online group. Rather than wait for the dust to settle, the company took a proactive approach. Here’s what they had to say about handling complaints online: Chime in online: “I immediately requested they message me privately so that we could get to the bottom of the issue. I also introduced myself,” says Nicole Barager, Office Manager. ... But handle it offline: Behind the scenes, Barager reviewed the files so she could better speak to the issues raised. She noted the type and level of service regularly provided to the

customer, and the owner of the company wrote a letter to explain pricing. The outcome?

The person with the complaint updated the original post and included an apology.

Respond quickly, empathetically and calmly: “With social media and how quickly people can make a good or negative comment we need to have a quick and personal reply,”

says Barager, adding she received positive feedback from people who appreciated her personal replies and empathy when responding to the post. “There is nothing worse than a customer receiving a standard or automated reply when they are upset.”

Read more: Turn to page 17 for six golden rules for dealing with customer complaints.

YOUR BUSINESS | Summer 2016

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LEARN

NEWS, KNOWLEDGE & INSIGHTS

HAVE YOU USED YOUR M2M CARD LATELY? Are you a Chamber member? We recently mailed out new Member to Member (M2M) Discount Cards for you and your team. Use the card to access more than 200 local deals and discounts, including: CDA Dance Academy Inc.: Save 10%, plus no registration fee Col. Mustard’s Bar & Grill: 10% off discount

on regular food items (excludes all beverages) Mister Transmission: 10% off, excluding specials Oxford Learning Newmarket: All children of Members receive a free two-hour Dynamic Diagnostic Assessment ($175 value).

Yoga Source & Therapy Studio: First two weeks are free, first month unlimited yoga is half price, and then $10 per class if purchasing more than

five classes at one time.

For more terrific deals check out the full list at newmarketchamber.ca/member-to-member-discounts

SAVE THE DATE! Join us Tuesday, November 22, 2016 at Cardinal Golf Club for the second annual Business Thrives Conference. Regardless of company size, the success and growth of your business requires forward-thinking leadership skills. In this time of continual cultural and market shifts and disruptions, it requires insightful, practical leadership to recognize what is happening and to capitalize

on the opportunities. Join us as we explore: >>The influence of millennials on marketing, purchase decisions and on the workplace What’s changing and what it means to business >>The Sharing Economy What is it, how can you benefit from it and how it is impacting the way consumers buy >>The Continual Rise of Technology and the Web How this is changing marketing,

communications and customer service and how your business can attract, engage and keep customers and employees in this dynamic era of continuous change. >> The critical role of leadership and culture and how to lead your organization to success Whether you are a start-up, scale-up or established business, you won’t want to miss the 2016 Business Thrives Conference.

Register at newmarketchamber.ca/bizexpo.

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IS YOUR BUSINESS BIKE FRIENDLY?

S

ummer is upon us and many people are heading to work on two wheels instead of four. How bike friendly is your workplace and why should you care? A bike-friendly workplace shows that you value the health and wellness of your employees, customers and the environment. Employees will be more active, making them healthier and more productive. Creating an environment that encourages cycling can be relatively inexpensive and lead to big rewards. Here are some ways to get started.

Survey Says! Take an office poll to discover what would motivate people to bike to work.

Use the results to come up with an action plan to increase cycling. Involve staff in the brainstorming, implementation and execution of sustainable initiatives to encourage buy-in.

Build It And They Will Ride. Showers, lockers and on-site bike parking are surefire ways to encourage employees to leave their cars at home. Consider secure indoor bike parking and provide bike repair tools for further peace of mind.

Find Champions. Ask those who already bike to work to help show their co-workers the ropes and find safe cycling routes. Post cycling maps, resources and tips on your company’s intranet and bulletin boards.

Share. Create a bike share program by purchasing one or two bikes that employees can use for work-related travel or for personal

use at lunch time. If team members know that they can bike to meetings or for daily errands they may choose a sustainable way of commuting instead of driving alone.

Create Incentives. Pay mileage for work-related trips made by bike and find ways to reward those who leave parking spaces empty for customers.

Foster A Cycling Culture. Share employees’ cycling stories to inspire others. Organize a group ride on Bike to Work Day and encourage staff to participate in other cycling events.

Employees can “test drive” cycling to work while giving them chances to win some great prizes!

Invite York Region Transit to your workplace so employees can try out the bus bike racks to encourage combining cycling and transit.

For more information about Smart Commute Central York, visit sccy.ca or email info@sccy.ca

A Southlake Regional Health Centre physician swipes his card to obtain access to the employee bike cage. The cage is locked at all times and has video surveillance.

TAKE THE SUMMER BIKE CHALLENGE! Cycle through June, July and August for a chance to WIN an $800 Spoke O’Motion gift card plus weekly prizes.

Visit sccy.ca/summerbikechallenge

MEMBER NEWS ALLIED GLOBAL REBRANDS COMPANY AS BILL GOSLING OUTSOURCING What do geese have to do with one of Newmarket’s largest companies? They’re behind a big name change for Allied Global Holdings Inc., now Bill Gosling Outsourcing.

An explanation can be found on the company’s new website, billgosling.com which notes “Some

time ago we realized that the ‘Allied’ name didn’t say much about who we were.” Nor did it differentiate them from competitors or similarly-named companies. Enter Bill Gosling, a fictitious character built around a company culture statement to celebrate and

appreciate its team. Those people, explains its website, are the wings that let the company fly. It’s a fun explanation and worth a trip to the company’s website to read more.

For more member news, turn to page 22.

YOUR BUSINESS | Summer 2016

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SUPPORTING AWESOME IDEAS IN NEWMARKET Got a great idea that will benefit youth in Newmarket? Share it with the Awesome Foundation Newmarket and they just may award you $1,000 to implement it! A program of the Newmarket Chamber, each month the foundation makes one hassle-free grant available. Rather than a charity, the foundation is an informal group made up of 10 trustees who donate $100 of their own money to each grant. Learn more at newmarketchamber.ca/awesome

AWESOME UPDATE: ASTRONUTS KIDS SPACE CLUB Awesome grant recipient, December 2013

the family’s basement which is fitted with a Skype area, activity tables and a “spaceship” made from recycled parts. The grant, he says, provided a lot of resources they couldn’t have otherwise purchased, including three laptops and model rocket kits. Each month, Bielecki runs a three-hour “mission” which includes visits from space educators—astronomers, Ray Bielecki (middle) with Awesome trustees Neil rocket scientists, astronauts—sometimes via Stratton and Debra Scott.

Skype. “It’s a huge volunteer effort,” says Bielecki, an Assistant Director at the CBC. Ray Bielecki and his son Brett, 13 have been Though the basement footprint is maxed, running AstroNuts Kids Space Club since Postcard 6”x4” with bleed, full-colour I Feelgood Offer Bielecki extended the AstroNuts concept 2010. Though the approximately 17Postcard AstroNuts 6”x4” Postcard with bleed, full-colour I has Feelgood Offer 6”x4” with bleed, full-colour I Feelgood Offer Postcard 6”x4” with bleed, full-colour I Feelgood Offer throughPostcard the 6”x4” “What’s Up in Space” Camp and are focused on the skies, the club is held in with bleed, full-colour I Feelgood Offer

STEM Contest which allows hundreds of kids to come together and learn. Now in its fifth year, the most recent event took place this past May at the David Dunlop Conservatory in Richmond Hill. Bielecki says he also wants to extend the Club’s space education outreach.

It’s a huge undertaking, he admits. “We have no funding. We’re not a business, we’re not a charity—I knock on a lot of doors to make it work,” says Bielecki. “But I see the smiles on the kids’ faces, I see the smile on my son’s face and it’s just a lot of fun.”

With that fun, he says, comes passion. “It ignites the curiosity of all these children.”

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EVENTS From the Economic Luncheon to the Newmarket Home & Lifestyle Show, the last several months have seen some terrific Chamber events. Here’s a look back.

vEconomic Luncheon

vFrom L to R: Heather Garriock, Bob Minhas and Chelsea Dell.

vChris Emanuel, Joseph Fanutti and Ted Kurello.

vThe Economic Luncheon was sponsored by TD Bank Group.

celebrating 20 years of home shows The Newmarket Home & Lifestyle Show marked its 20th anniversary in style. Special activities included a photo booth, prize wheel and extra fun for the pint-sized set. This year more than 5,500 people attended the event which featured nearly 170 exhibitors.

Along with plenty of business leads, four exhibitors also walked away with the following booth awards: Best Original Exhibitor, GBK Financial

Best New Exhibitor, Greenstone Living

Best Exhibitor Spirit, Dawson Dental Centres

Kicking off the 20th annual Newmarket Home & Lifestyle Show with Mayor Tony Van Bynen and Members of Council, MP Kyle Peterson, MPP Chris Ballard and members of the Newmarket Chamber Board of Directors.

▲

Best Overall Exhibitor, Atlas Landscape

YOUR BUSINESS | Summer 2016

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EVENTS vWomen in Business

vAt the Women in Business event.

vMayor’s Luncheon

vAt the Mayor’s Luncheon in April.

vL to R: Jane Henderson, speaker Rose A. Weinberg and Debra Scott.

vEveryone enjoyed the gift bags provided by Nature’s Emporium.

vThe annual event is a popular one.

vMP Kyle Peterson, Debra Scott, Dave Peters, Mayor Tony Van Bynen, Nelia Poscente and Dr. Dave Williams.

vThe February Breakfast at Cardinal Golf Club.

vApril’s Breakfast with (L to R) Wasim Jarrah, Debra Scott and Ranji Singh

vBreakfasts

vThe January weather didn’t stop the great turn out.

vNewmarket Young Professionals Group

vAt Bullseye Axe Throwing with the NYPG.

vTaking aim.

Be sure to check out our event photo galleries.

F i n d t h e m e a s i ly b y v i s i t i n g n e w m a r k e t c h a m b e r . c a and clicking thE FLICKR ICON at the top right side.

12 newmarketchamber.ca

THRIVE

TIPS, TRENDS & INTEL

NewMakeIt makerspace: THE LATEST IN GRASSROOTS INNOVATION IN NEWMARKET In each issue of Your Business magazine, the Town of Newmarket provides an overview of accomplishments, initiatives and projects that are impacting business and the community.

Here, Chris Kallio, Economic Development Officer with the Town, discusses how incubators are driving innovation.

NewMakeIt, Newmarket’s first makerspace.

O

ver the past year, I’ve used this platform to reflect on the tremendous growth and transformations we’ve seen in our community from an economic development and employment standpoint, and share some of the exciting and innovative initiatives that are being built from the ground up, right here in Newmarket.

We’ve dispelled the myth that Newmarket is a bedroom community, and discussed the shift in our employment landscape from being predominantly led by the retail industry to a heavier focus on health and business services. We’ve also spotlighted the great work taking place at CreateIT Now–an innovation centre of excellence headquartered at Southlake Regional Health Centre.

So what’s next? The Town is thrilled to have recently partnered with the Government of Ontario and the Regional Municipality of York to help

Derrol Salmon, Ryan Dibisch and Bob Wickson bring their idea of NewMakeIt—the Region’s first makerspace–to fruition.

With more than 40 members, NewMakeIt is providing entrepreneurs and do-it-yourself creators with a physical environment where their ideas can flourish through mentorship, collaboration and access to state-of-thearts tools such as 3D printing, laser cutters, computer numerical control tools, electronics and robotics. More traditional industrial equipment such as metalworking and woodworking tools are also available for use.

Experts are available to offer guidance, mentorship and business workshops to help inexperienced innovators bring their ideas, experiments and hobbies to life.

For example, one business is operating out of the space prototyping an evolutionary tattoo machine. Unable to find a space like NewMakeIt in Toronto that promoted

commercial projects, the company looked north to NewMakeIt to find a home for their venture.

The decision has enabled the company to save on costs by not having to invest a good deal of its startup funds into overhead such as equipment and an office lease. Instead, by working out of the NewMakeIt co-worker space, they are able to focus their energies on product development and bringing that product to market.

Through the Town’s involvement in the development and operational activities of CreateIT Now, we’ve seen firsthand the potential economic benefits of the maker movement. We’re looking forward to what’s next for the makerspace, and how incubators like CreateIT Now and NewMakeIt can become key contributors in our innovation ecosystem in Newmarket.

Editor’s Note: Turn to page 19 to read an interview with NewMakeIt co-founder Derrol Salmon.

Chris Kallio is the Economic Development Officer with the Town of Newmarket. He welcomes questions and comments on this article or overall economic development within Newmarket. He may be reached at 905.953.5131, ext. 2 or ckallio@newmarket.ca.

YOUR BUSINESS | Summer 2016

13

THRIVE

TIPS, TRENDS & INTEL

5 Tips TO BOOST YOUR MARKETING CAMPAIGNS ON MOBILE DEVICES

1. Avoid too much text Think about it—do you want to read long and complex messages on your phone? No? Chances are your customers or supporters don’t either. Long-form content (think newsletters that have more than a couple of short, to-thepoint paragraphs) doesn’t typically appeal to most mobile readers. So look at the content you’re building and start to re-think it: can it be condensed?

2. Keep it to one column Prior to the rise of mobile communication, email marketing campaigns had started to take on an almost website-like feel with multiple columns and navigation elements. But with mobile communications driving content to

be more focused, and also just to fit a more physically-condensed space, multiple columns cause problems.

3. Create clear and easy calls to action Whether you give readers large text links (with clear separation from surrounding text) or easy to tap buttons, make sure that there is no confusion about what action you want them to take: Learn more? Make a donation? Register for an event? Make it incredibly easy. You should also be thinking about where that button or link takes them—will they be dumped onto a screen that is hard to see on a mobile device? That could derail the entire experience for them.

4. Make it easy to read At a minimum, use a 14-point font for body text

and go larger for headlines (22 points is good).

For readability, choose a strong color contrast (dark text on a light background).

5. Use images carefully Some mobile email providers may not display images by default so be sure to use what is called “Alt Text”. This is the text that appears if the image doesn’t show and lets people know what’s there. Keep in mind that readers often see this text so keep it short and descriptive.

Before you send any message out always test the content first by sending the email to yourself and viewing it on your phone or tablet along with a regular computer.

Take a look at it with your readers in mind and make changes accordingly.

Javed S. Khan is the President of EMpression: A Marketing Service Company that helps small- to medium-sized businesses learn about the power of online marketing. An Accredited Local Expert with Constant Contact, Javed is a popular speaker at conferences, workshops and chamber events across Ontario. Subscribe to EMpression’s new YouTube channel for great tips on boosting your online marketing campaigns. Search EMpression: A Marketing Services Company, watch, comment and share.

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Jenifer Benakis is a Small Business Consultant with the York Small Business Enterprise Centre (YSBEC). She specializes in providing entrepreneurs and small business owners with savvy start-up and marketing strategies to help them grow their businesses. Created to assist with all stages of your business development, YSBEC offers a number of resources and templates that can assist you with getting your business up and running. Visit yorksmallbusiness.ca for more info.

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F E AT U R E

BETTER SERVICE TODAY

Bill Hogg shares six golden rules for handling customer service complaints

Most employees hate complaints. They don’t like having to deal with customers who call or visit their store or office with complaints. What many don’t understand is that a complaint is actually a positive thing. Customers who don’t complain and simply never return are the ones to worry about. When someone takes the time to complain it usually means they care enough to use your business again if their immediate concern can be resolved.

Here are six golden rules for handling customer service complaints: 1. Offer A Sincere Apology And Thanks An apology demonstrates to the customer that you are empathetic to their concern and are willing to try and help resolve whatever complaint they have. It doesn’t matter whether it’s you or someone else at fault or if nobody

plays in the complaint resolution process. Too often people jump to conclusions and simply wait for their turn to speak. Demonstrate your company is different from the rest and pay attention to what’s said. Start by asking the simple question: “Would you please tell me exactly what the concern is and then I will see if I can do something about it?”

Regardless of whether it’s a face-to-face business or a phone call, close your mouth, open is to blame—simply express concern and your ears and listen. The customer may be apologize for what they have experienced. You’re angry and need to vent but remember that it’s a representative of the company you work for not personal. Ask for permission to When someone takes the time to complain make notes if that it usually means they care enough to use will help, but don’t do anything else your business again if their immediate except focus solely on the customer concern can be resolved. and their issue.

Once they have shared their concern, follow up with any and that’s all the customer sees at that moment questions to ensure you fully understand the in time, so be sure to express thanks they have problem. It’s often a good idea to repeat the given you the opportunity to make things right. issue back to confirm your understanding.

This lets the customer know that you have 2. Ask And Then Listen truly listened to understand their concern and The best recoveries begin with listening but many people fail to understand the critical role it provides the foundation for a strong recovery.

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YOUR BUSINESS | Summer 2016

17

F E AT U R E 3. Ask What Outcome They Expect As A Result Of Their Complaint Always ask the customer what solution would make them happy. Some customers have specific demands related to their complaint; others won’t know exactly what they want but know that something has to be done.

Some simply want to vent. Once you have this information, advise them if it’s something you can do for them right now or if they will have to wait while you look into the situation.

Often customers are looking for much less than you might be willing to offer—so ask first.

4. Verify Your Proposed Solution Will Address Their Needs Share your proposed solution and check with the customer to ensure it will address their needs. Do not move to resolve a situation until the customer has agreed. If there is no verification, return to step two or three.

5. Take Ownership Of Resolving The Problem If you’re in a retail shop or office, the customer may have to wait on-site while you work to find a resolution. If it’s a phone complaint, ask if you can call them back once you have a solution so they don’t have to wait on the phone for an undetermined amount of time. Let them know when you will call them back and make sure you honour that commitment. This may involve speaking to another team member if they were responsible or have more details. You may need to seek help from a manager if you don’t have the answers and don’t know how to find them yourself. Generally, there are company guidelines for solving complaints and so you should be able to follow standard procedures.

6. Get Back To The Customer Regardless of what you discover as a result of your investigation, get back to the customer in

the timeframe you promised. The resolution may be that a product is repaired or replaced.

A service may have to be changed or perhaps a discount or refund is required. No matter what the situation is, communicating with the customer and telling them what will be done is a vital part of the process.

My Perspective: There are times when a problem is beyond anyone’s scope to rectify. You may not be to blame but the customer may still see it that way. The key is that you respond and give them whatever information you can.

Customer service complaints are learning experiences that offer the opportunity to rectify problems and ensure they don’t happen again. If handled properly not only will you retain the customer but a great recovery has the potential to build a more loyal customer than the one that was simply satisfied. YB

Bill Hogg works with senior leaders to stimulate change and drive organizational performance—to improve passion, productivity and performance with people—and bottom line results. Bill takes no prisoners and his clients love him for it. For over 30 years, Bill has worked with some of the world’s most recognized brands, including Adecco, Ontario Teachers’ Pension Plan, Pita Pit, Thompson Ahern, Toronto International Film Festival and ServiceOntario.

For additional articles and information visit billhogg.ca or contact bill@billhogg.ca. © Copyright BH&A – All Rights Reserved.

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F E AT U R E

CREATIVE COLLABORATION S

omewhere there’s a 14-year-old or maybe an 84-year-old who has the next big thing in their head, says Derrol Salmon. He’s hoping NewMakeIt is a game changer for them.

Salmon and partners Ryan Dibisch and Bob Wickson are the driving force behind Newmarket’s new makerspace. The 7,150-square-foot space opened this past February and offers creators, innovators and inventors access to the equipment and space they need to bring their ideas to life.

Part of the co-working space at NewMakeIt. YOUR BUSINESS | Summer 2016

19

F E AT U R E An offshoot of the not-for-profit organization York Region Makers, NewMakeIt is an initiative that has been a year in the making. A grant from the Province of Ontario, the Regional Municipality of York and the Town of Newmarket finally got the wheels off the ground last winter and Salmon is excited for what the future holds.

The membership-based space allows people to be more productive in an environment designed to lower the cost of entrepreneurs starting ventures and fuel creativity, learning and sharing. “Some people call it an innovation hub or innovation centre—I like collaborative space because that’s really at the core of what we try to do here,” explains Salmon. “It’s really getting people together to figure things out.”

Located on the second floor of a building off Kerrisdale Boulevard, the main door of NewMakeIt opens to reveal a small foyer featuring a striking pallet wood wall created by the partners. Beyond that is the first part of the NewMakeIt space which houses a number

you see in coffee shops all the time, laptops open working away,” says Salmon. Quieter than a crowded shop, the opportunities to network and connect with peers can’t be beat.

“It can be a long lonely journey so if you have people you can associate with, network with and perform business connections with—what better place than a co-working environment like this,” says Salmon.

The bulk of the facility’s footprint Some people call it an innovation hub or is taken up by the makerspace innovation centre—I like collaborative which includes space because that’s really at the core of digital fabrication and traditional what we try to do here. woodworking and metalworking tools and equipment. Access to these types of co-working space. The latter is where tools and equipment is often a huge barrier entrepreneurs, solopreneurs, freelancers and for makers, especially some of the higherthe like can leave the distractions of a home end expensive tools, says Salmon, adding office behind them, rent a desk and get busy.

NewMakeIt’s digital fab equipment consists of “The folks that would use this are the folks that of work stations and a small kitchenette set against a backdrop of brightly-coloured walls.

It’s a large space with connecting rooms perfect for meetings, workshops and classes.

A trip down a flight of stairs at the back of the building takes visitors to the primary makerspace portion of the facilities.

Three services make up NewMakeIt: a makerspace, workshops and classes and a

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F E AT U R E 3D printers, a laser cutter and CNC router. At some point, the partners want to add a CNC mill as well. “But with those three pieces—those are kind of the dream pieces for makers when they want to do something,” says Salmon.

It’s a sweet combo ideal for the wide range of makers out there. “Makers come in all sorts,” says Salmon. “The makers really go from the casual person who wants to do a little woodworking stuff and just play around with metal stuff to what we call the ‘maker pro’.”

These types, he explains, are either running or looking to open a business and are doing things such as prototyping ideas. “We have folks doing RC stuff. We have members doing stuff like building their own quadcopters and drones,” says Salmon. Other members include a company that creates robotic kits aimed at kids for STEM education.

As with the types of makers, the range of skills also varies. “It’s great to have tools and an environment to work in but you also need the education and training behind that,” says

Salmon. Workshops and classes are offered in different streams, including STEM and business entrepreneurship. “We really want to provide entrepreneurs with knowledge to improve their businesses and to add to that tips and tricks to improve what they’re doing to be more productive and prosperous at the end of the day.” People, he says, can also learn to use the equipment in the space.

Rather than just offerings, its people that are the core of NewMakeIt. “It’s not just having the desk, it’s not just having the equipment—it’s the people; because if you don’t have the community behind it, it won’t be successful,” says Salmon, stressing that’s what adds value.

“It’s the fact that you can come here, you can get help, and you can start something.” The desire, he says, is to eventually see businesses come out of makerspaces, NewMakeIt specifically.

It’s about creating jobs and companies, and adding to the innovation ecosystem in this area, says Salmon. “It’d be nice to think that folks can come north to actually work and

NewMakeIt partners, Ryan Dibisch, Bob Wickson and Derrol Salmon.

not feel they have to leave Newmarket and go downtown.” Salmon is confident there are people in the area that, like him, want to use the space for delving into ideas. “We want to be a destination so people can point and say ‘You know, there’s some awesome stuff happening at NewMakeIt—you should check it out.’”

To discover more about NewMakeIt, including membership info and rates, visit newmakeit.com. YB

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YOUR BUSINESS | Summer 2016

21

M EM B ERS

MEMBERSHIP

ANNIVERSARIES

The following companies have reached milestones as members of the Newmarket Chamber. Thanks for being members!

15 YEARS Bell Canada CENTUM One Financial Group CPG Aerospace George Puccia, Chartered Professional Accountant Green Storage Inc. Homeguard Funding Ltd. Investors Group Financial Services Inc. King Capon Ltd. Newmarket Office Furniture The Piano Studio Upper Canada Signs & Graphics

10 YEARS A-D Engineering Group Ltd. Agave Business Solutions Inc. Armitage (Ontario) Construction Co. Limited Armtec Brooklin BDO Canada Limited C. Anna E. Metcalfe Accounting Cardinal Golf Club Centre for Character Leadership Charles E. Boyd Ltd. Chartwell Alexander Muir Retirement Residence Clifford E. Dresner, Law Firm Community Living Newmarket/ Aurora District Conner & Connor Professional Corporation Cover Your Windows (1991) Ltd. Cynthia’s Chinese Restaurant D&L Fire Protection Limited DJGS Investments Ltd. Doane House Hospice Feherty and Associates

wines either in store or via home kits. In 2015, the company was honoured with a Reader’s Choice Award from the Era.

Congrats to Brad Jones Karate Martial Arts & Fitness for an impressive 40 years in business. Located on Main Street, it offers traditional JKA Shotokan karate as well as aikido, fitness kickboxing, jiu-jitsu, Tai Chi, judo, yoga and zen meditation classes.

10 YEARS CONT’D Glenwood Business Systems Hair Dynasty Heartlight Carpentry

MEMBER SPOTLIGHT

Heart-Strings HollisWealth K&P Auto & Marine Electric Inc. A&B Courier D&R Mechanical First Link Safety Services Heart and Stroke, York Region Office Lasertek Lazer Laraoke Newmarket Optical Oxford Learning Centre PalCare Network Rockets Candy Company ShowTech Power& Lighting Smith-Rogers Financial St. Andrew’s Valley Golf Course The Edge Benefits Inc. The Era TILTCO, Division of Windoworld Industries Inc. Tom and Diane Mitchell, Keller Williams Realty Centres We Care Home Health Service York Region Superfeet Orthotic Centre Yuh-Dak North America Inc.

5 YEARS

The team at Smith, Sykes, Leeper & Tunstall.

Smith, Sykes, Leeper & Tunstall LLP Chartered Professional Accountants has been part of the Newmarket Chamber for the past 31 years. Serving Newmarket, Barrie and surrounding areas, the company offers a number of services, including assurance, accounting, taxation and business advisory. We asked George Smith, Partner and CPA, CA, Licensed Public Accountant, to share a bit about the company with us.

Years in business: 40 years Number of employees: 19 (six partners and 13 professional and support staff) Company philosophy: “To enable people to make wise financial decisions.”

What’s one thing that makes the company special? “We have provided a workplace for CPA students to work and study and have had 14 students graduate with their professional degrees over the years.”

Brinkley Landscaping & Maintenance CiiSTM INC. Daylyn Local and Global Healing D&D Landscaping and Snow Removal Inc.

Ferraro Orthodontic Lab

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Gillespie, Adams & Associates

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A TOAST to Winexpert Newmarket celebrating its 20th anniversary this year. Winexpert allows people to make their own

Stay up-to-date on new members—and M2M discounts—at newmarketchamber.ca.

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