onnections June 2011
2011 Tourism Conference Focuses on Customer Experience Ontario Ministry of Agriculture, Food and Rural Affairs teamed up to deliver the second annual Orangeville & Area Tourism Conference on Wednesday, June 8th. The day-long event celebrated tourism in our region with attendees participating in workshops and information sessions geared to the tourism industry. The conference featured Theresa Syer, a well-known customer experience management expert. Theresa spoke about the importance of providing a superior customer experience in order to retain customers, drive sales and prompt return visits. In an increasingly competitive environment, customer service is often the only differentiator between competing businesses. With 79 percent of companies delivering average service at best, it is easy to see why those who go above and beyond also reap the benefits.
COMPANY PROFILE Best Western PLUS Orangeville Inn & Suites This year, the multi award-winning Best Western PLUS Orangeville Inn & Suites celebrates five years of operation in Orangeville. Opened officially in December 2006 after an extensive search for a hotel by the Town of Orangeville, this beautifullyappointed 84-suite facility is centrally located in Orangeville with quick downtown and highway access and is the perfect choice for both corporate and vacationing visitors. The facility features a heated indoor saltwater pool, steam room and hot tub, a fitness room and a full service spa. The tastefully appointed guest suites include outstanding in-room amenities. Ideal for family vacationers, extended corporate stays, conferences and special events, Best Western PLUS Orangeville has become an important component of the community’s offerings.
Theresa Syer fields questions at the 2011 Orangeville & Area Tourism Conference.
According to Ms. Syer, the customer experience encompasses every moment of interaction that customers have with a company – from the moment they connect with the business through a website, phone call or visit to the moment they are finished dealing with the company. The customer experience is comprised of six components: operational, technical, functional, setting, physical and experiential, with the experiential component equating to approximately 50 percent of the overall customer impression. The experiential component is all about how the business makes the customer feel. Although customers may not remember the colour of the room they stayed in, they will remember the human interactions that occurred during their dealings with the company. Creating these lasting impressions doesn’t mean that businesses need to spend a fortune on giveaways and complimentary services; it simply means paying attention to details, being sincere, and going that extra step to exceed their expectations. Giving clients superior customer service comes down to looking at every interaction as an opportunity to personalize their experience and create a memorable impression.
In fact, efforts to bring the world’s largest hotel family to Orangeville goes back nearly a decade. According to Stacey Coupland, General Manager for Best Western PLUS Orangeville, in addition to identifying a need for more corporate guest services in the community, there was also recognition of Orangeville’s potential as a destination. “Area attractions such as Theatre Orangeville, the Orangeville Blues & Jazz Festival and the Credit Valley Explorer help make Orangeville a wonderful vacation destination and appeal to both corporate and leisure markets,” she says. “These attractions, along with other nearby recreational opportunities and cultural activities, create a variety of options for the visiting public.” Boasting excellent customer service, outstanding amenities, and a strong sense of community involvement, Best Western PLUS Orangeville is a great asset for Orangeville and the business is proud to be a part of the community. To discover more reasons to visit Best Western PLUS Orangeville Inn & Suites, visit their website at www.bestwesternorangeville.com.
Tourism Week in Orangeville In celebration of the social and economic value of tourism to our local community, Councillor Sylvia Bradley declared the week of June 6 to 12, 2011 as “Tourism Week in Orangeville.” The proclamation kicks off the summer vacation season with an acknowledgement of the fine recreational opportunities, unique festivals and events and culinary and cultural attractions that are available in Orangeville and the surrounding Hills of Headwaters region. Town of Orangeville Economic Development Manager Nancy Huether (left) and Michele Harris of the Hills of Headwaters Tourism Association (right) join Councillor Sylvia Bradley as she proclaimed Tourism Week in Orangeville.
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IN THE NEWS
Market on Broadway • May 7 to October 22 (every Saturday), 8 a.m. to 1 p.m. Located on Second Street just behind Town Hall, the Market on Broadway is open every Saturday and features fresh produce, fruits, locally raised meats, flowers, home baked goods, crafts and live music to enhance your shopping experience. Operates rain or shine.
Canada Day • July 1 Organized by the Rotary Club of Orangeville Highlands, Canada Day celebrations will be held at the Orangeville Fairgrounds (5 Sideroad, Mono) and will feature performances by local talent leading up to a fireworks display.
Orangeville’s Annual Founders’ Fair • July 8 & 9 This fair, operated by the Orangeville BIA, includes buskers, art and craft kiosks, sidewalk sales, food and free attractions for the entire family. Orangeville’s main street (Broadway) is the focal point for the celebration.
Rotary Club Ribfest • July 22 to 24 Located at the Alder Street Recreation Centre (275 Alder St.), the Orangeville Rotary Ribfest features international ribbers competing for prizes and your taste buds. With a variety of food and beverage vendors, continuous entertainment, a midway, face painting and other fun stuff, there’s something for everyone.
Visit www.orangevillebusiness.ca to learn about upcoming special events in Orangeville.
THINGS TO KNOW Town/BIA Collaboration Wins Recognition The Town of Orangeville and the Orangeville BIA received an honourable mention award at the recent Ontario Economic Development Awards (EDCO) for their collaboration on the creation of a new tourism guide - Orangeville, The Heart of the Hills. The 16-page, full-colour brochure highlights experiences available within the Town – including the unique shopping and dining available in the downtown area, the attractions throughout Orangeville, and the numerous events and festivals that are held each year. The guide is available in electronic and print formats, to patrons of the Credit Valley Explorer train and Theatre Orangeville, as well as to sports tournament and conference organizers. It is also available at Orangeville Town Hall (87 Broadway), on the Town website or through the Town’s tourism partners – the BIA, Hills of Headwaters Tourism Association, Theatre Orangeville, Credit Valley Explorer, the recreation centres and libraries in Orangeville, and other key locations such as accommodation facilities.
Retail Business Holidays Act Exemptions in Orangeville Retail businesses in Orangeville that provide goods and services geared to the development or maintenance of tourism became exempt from the Retail Business Holidays Act and are able to open their businesses on five of the nine statutory holidays as of May 5, 2011. Businesses that meet the tourism criteria now have the option of remaining open on Family Day, Victoria Day, Canada Day, Labour Day and Thanksgiving Day. The by-law stipulates that all businesses remain closed on Christmas Day, New Year’s Day, Good Friday and Easter Sunday.
Another Successful Blues & Jazz Festival in Orangeville Fiery guitar licks and soulful lyrics could be heard throughout Orangeville during the weekend of June 3. Enthusiastic music fans came out by the thousands, rain and shine, to hear some of the best Blues and Jazz music in the country during the ninth annual Orangeville Blues and Jazz Festival. Started in 2003 as the vision of local musician and business owner Larry Kurtz, the Orangeville Blues and Jazz Festival began as a half-day festival that attracted 2,000 attendees. Since then, the Blues and Jazz Festival has grown into a three-day event with a variety of musical talent featured in over 25 venues, a popular vintage car show – the Blues Cruise, numerous workshops, and the Blues and Bikes show. The Festival owes its success to more than 160 dedicated and enthusiastic volunteers who work tirelessly to ensure the three-day festival is pulled off seamlessly. In fact, the festival is so successful it holds numerous awards and distinctions, and this year was given the honour of being named one of the Top 100 Festivals by Festival and Events Ontario. According to Gary Brown, Treasurer of the Festival, “the festival’s success is a statement of what a community can achieve by drawing on the talents of its people. The strong support of business and various levels of government and the BIA, business sponsorships, in-kind donations of businesses, government, individuals, and especially the work of our volunteers all contribute to the success. Orangeville and Dufferin County should be justly proud of the efforts of the community in coming together to present this event.” As the Blues and Jazz Festival continues to grow, it creates benefits for the local community as well. This year’s festival drew a record attendance of 32,500 – an increase of seven percent over the previous year. The Festival draws tourists from throughout Dufferin County and beyond and with over 40 percent of attendees coming from outside Dufferin, the festival is an important tourism draw for the area. Mr. Brown advises that preliminary results indicate that the Festival provided an economic impact to the local economy of over $1.3 million. This year’s festival featured incredible talent with world-renowned headlining acts such as Downchild Blues Band, Sab & The Family Band, and David Gogo. There was also an increased emphasis on local talent with incredible performances by Trouble and Strife, the ODSS Jazz Band and The Houseplants, to name a few. The Festival also focused on extending its outreach through digital marketing and social media this year in order to attract new attendees. Other highlights of this year’s festival included an expanded “Bikes on Broadway” event as well as fan favourites of past Blues and Jazz Festivals. Held annually during the first weekend in June, you’ll want to mark your calendar now for next year’s event.
REAL ESTATE - FEATURED LISTING Northwest Corner C Line and Centennial Rd. More than six acres of shovel-ready industrial land available for sale. Located at the northwest corner of Centennial Road and C Line, the land is close to the Orangeville bypass and can gain access to a rail spur of the Orangeville-Brampton Railway. The land is zoned M-1 for general industrial uses. The lot size is 2.523 ha (6.234 ac) and can be severed into two or three smaller parcels of 0.871 ha (2.152 ac), 0.848 ha (2.095 ac) and 0.804 ha (1.986 ac). The current asking price for the land is $215,000.00 per acre. Interested buyers should contact Nancy Huether, Manager of Economic Development, Town of Orangeville at 519-941-0440 Ext. 2270 or by email at firstname.lastname@example.org.
87 Broadway, Orangeville, Ontario L9W 1K1 Phone: 519-941-0440 Toll Free: 1-866-941-0440 Fax: 519-941-9033 E-mail: email@example.com