The Oswego Chamber of Commerce Board of Directors welcomes Cory Poris-Warren as the new Executive Director. Poris-Warren has worked for the City of DeKalb for the last 5 years, most recently as Deputy Liquor Commissioner. She has worked closely with area businesses in that role, guiding new business through the licensing process and updating the liquor code to better reflect the needs of restaurants and other liquor licensed establishments. She encouraged the creation of new licenses to attract businesses to downtown DeKalb, resulting in a significant increase in license applications in that area.

A graduate of Northern Illinois University, Poris-Warren and her husband have lived in Hinckley for 12 years with their two sons and two daughters. They are active in several adoption groups and enjoy hiking, fishing, and camping.

Dear Chamber Members,

Oswego has a strong business community, and I am excited to join you as the Executive Director of the Oswego Chamber of Commerce.  I have had the opportunity to watch Oswego transform into a business and shopping destination for my friends and neighbors, and I am looking forward to contributing to this thriving business environment. 

As I learn more about the businesses involved in the Oswego Chamber of Commerce in the next few weeks, I would appreciate your assistance in a few areas.  First, I look forward to meeting each of the member businesses. Please call or stop by the Chamber office if you are in the area so I can get to know you and find out about your business.  Second, please let me know if you are available to volunteer with any of our events or programs.  I have already heard from several people that are interested in becoming more involved, but are unsure where they might fit.  I would enjoy working with you to find the place in OCC where you can best use your talent and skills.

Lastly, I would ask you to consider three key questions as we move forward:

• What are the current strengths of the Oswego Chamber of Commerce?
• In what areas could the Oswego Chamber of Commerce improve?
• Where should we put our efforts as we move forward? What events or programs could we provide that would benefit our members?

I look forward to hearing your thoughts.  My email is cory@oswegochamber.org, or you could call me at 630-554-3505, or stop by the office at 22 W. Van Buren in downtown Oswego.

I also want to take the opportunity to thank you.  I have received a very warm welcome from so many of you, and I already feel very much at home in Oswego.

Cory Poris-Warren

Customer Service

Pillar Heating and Air Conditioning understands the value of customer service. A full-service heating and cooling company in Oswego, even the company name is based on a commitment to reliable, honest and professional service at a fair price.

While most of Pillar’s clients are residential, they do work with some light commercial accounts. As Pillar’s website (pillarair.com) states, they value customers above all. Ask any of Pillar’s clients, and they will invariably talk about excellent service.

So, what is Pillar’s secret to fulfilling on this commitment to its customers? We talked with the owner, Travis Kinley, about his customer service philosophy.

Oswego Chamber: How would you describe exceptional customer service?

Travis Kinley: Treat every customer like it’s your mother: with honesty and respect. If you say you will do something, do it. Make sure every customer gets the same treatment, including fair pricing and education. Go the extra mile to satisfy customers.

OC: You mention education. How is that important?

TK: You have to know your business and relate it to customers in terms that they can

understand. Educate your customers about the service and equipment you provide compared to what they have so your customers can make decisions based on all of the information. For example, if one of my customers has issues with airflow, I can educate them on different products, or ways they can use their existing system to make it work for them.

OC: What do you think distinguishes your approach to customer service?

TK: I bring a personal touch to each job. It’s important to give your customers the attention they need and deserve.

OC: Okay, so how do you recommend handling dissatisfied customers?

TK: Well, the goal is not to have any. But, if a customer is not happy, you need to find the problem, fix it and learn from it.

OC: How would you fix it?

TK: I would talk with the customer about our differences in opinion and come to an agreement on how to resolve the issue. Really, it should be that way with any relationship. You need to have a win-win.

To learn more about Pillar Heating and Air Conditioning, call 630.336.9129 or visit them on the web at www.pillarair.com.

In their book, A Complaint Is A Gift  (Berrett-Koehler Publishers), Janelle Barlow and Claus Moller offer the concept that when customers complain, they are really telling companies exactly what they want. Here are a few tips to consider:

• Give your customers the opportunity to complain. Whether it is through a web-based forum, person-to-person contact or even a good old-fashioned complaint form, your customers can help you satisfy them by telling you what they want.
• Thank customers who complain, and then follow up. The biggest mistake a company can make is ignoring a customer complaint. Once a complaint is received, acknowledge it, get more information and take the opportunity to win that customer back by following up.

Think of complaining customers as “long-term” investors. Studies have shown that customers who are more likely to complain are also more likely to become loyal customers. Look at it this way: customers who complain care enough about the success of your business to give you feedback for improvement.

Just How Much Good Service Means to Your Business?

Speak to any business owner or manager, and almost without variation, he or she will tell you that great service ranks among the most compelling reasons to choose their business over others. Who doesn’t (or wouldn’t) make that claim?

Yet despite universal boasts of excellent service, customer complaints and dissatisfaction remain a major problem – and an expensive one. According to one resource that the U.S. Navy’s Family Fleet and Readiness Training program offers to HR professionals for teaching customer-service skills to new employees,

• a typical business hears from only about 4% of its dissatisfied customers; 96% of those customers just go away, and 91% will never come back;

• of the customers who quit a business, 68% do so because of an attitude of indifference by the company or a specific individual;
• a dissatisfied customer will tell 9–15 people about it, and about 13% of dissatisfied customers will tell more than 20 people (happy customers will tell 4–6 people about their satisfaction);
• it costs up to 6X as much to get a new (first-time) customer as it does to keep a current one;
• 56–70% of the customers who complain to you will do business with you again if you solve their problem; up to 96% will return if they feel you responded quickly and eagerly.

The next time you evaluate the customer service at your business, be boldly honest about both its strengths and its room for improvement. Even the slightest adjustments can produce highly profitable rewards – while keeping customers who would much rather stay with you.

The Impact of Stress and Depression on Production and Customer Service

Most businesses are driven to excel, to compete and to grow their enterprise. However, this same focus can often lead to long, tedious hours; exhausted, overworked employees; and an unbalanced, unhealthy working environment.

Workplace stress–induced depression is one of the most common illnesses affecting working adults, who often go undiagnosed or untreated. It is also a bane to the U.S. economy, costing it $300 billion per year in expenses related to poor performance, absenteeism and healthcare.

More married and co-habiting couples are working than ever before; the work year for prime-age working couples has increased by 700 hours during the last two decades. Moreover, 26% of dual-income couples take no vacation, and they converse an average of 12 minutes per day!

Beyond hurting production and general quality of life, work-related stress can impact the quality of a business’s customer service. Overstressed, overworked people make unhappy employees who feel less incentive to make customers happy and satisfied.

The following action steps can help ensure that your business helps lower bad stress while raising positive energy:

1. Sit down one-on-one with employees and ask them how they’re feeling about their jobs. Mark down anything they say they need (within reason) to remove excessive pressures and be more productive. Be ready to consider requests that may differ from your ideals.
2. Ensure your company is organized and that work responsibilities are reasonable and clearly defined. Disorganization, multi-tasking and excessive demands are main causes of stress that leads to depression-based absenteeism and lost production.
3. Institute non-work events and family-friendly policies that show the business cares about employees beyond their contribution to the company. This personal investment will reward the business even more.
4. If necessary, offer employees access to confidential counseling or assistance programs.
5. Evaluate the impact of the company’s efforts by interviewing employees periodically.

While workplace stress cannot be eliminated, it can be managed. When employees feel fulfilled between their personal and professional lives, the quality of your company’s production and customer service will remain high.

Village of Oswego

• Heard a presentation for the 400-acre mixed-use Hummel Trails development.  This will consist of single-family homes, multi-family homes, and commercial uses.
• Discussed revoking or modifying the overnight parking restrictions within the Village.  Look for a resolution of this issue in March.

• Discussed establishing watering restriction hours for the summer months.
• Approved 2/19/08: 
• Acceptance of two bids for appraisals of Village property to be sold when the new Village Hall is completed.
• Approved business sponsorship of Village events.  Look for a policy to be adopted in the coming months.

Submitted by: James F. White, Attorney sugargrovelawyer@msn.com

Kendall County

• Bids for the Kendall County Courthouse Expansion are due by 2pm on Tuesday, March 18th at the County Administrator's office:  111 Fox Street, Yorkville.  A required pre-bid meeting will take place at 11am on Friday, March 7th at the Kendall County Courthouse:  807 John Street, Yorkville.  Please contact Bruce Manson at Gilbane (Construction Manager) 773-695- 3500 for pre-qualifications.
• Remember to vote on March 8th for your Congressional Representative of the 14th District!

Submitted by: John Purcell, Kendall County Board & ACE Hardware-Oswego/Yorkville

Thursday, March 13, 2008 5:30 – 7:30 p.m.
Oswego Community Bank
10 S. Madison St., Oswego
Hosted by:

• Oswego Community Bank
• Rush-Copley Medical Center
• Premier Electrical Services
• Weblinx, Inc.
• The Irish Press
• Illinois Small Business Development Center at Waubonsee Community College

Citbank
Wednesday, March 5, 2008
5:00-7:00pm
2450 Route 34, Oswego
R.S.V.P. to 630-554-7262

277 Leads were passed in our Chamber in February. Keep promoting our Chamber businesses so that all of our businesses profit!

POW! – Professional Oswego Women!

Business and Consumer Expo –Exhibitor Pre-Show Event

Business and Consumer Expo

Annual Dinner

Dairy Hut on Main
Jeff Smykal
Ice cream with a grill
121 S. Main Street
Oswego, Illinois 60543
jpsmyk@prodigy.net

National Cine Media
Andy Meyer
Advertising – cinema advertising (digital) in AMC, Regal, Cinemark, Goodrich & Kerasotes
160 Eisenhower Drive
Oswego, Illinois 60543
Phone: 630-554-5232
Fax: 630-554-5233
andy.meyer@ncm.com
www.ncm.com

Big Idea Publications
Shannon Reinighaus
Publication highlighting the best in the area and keeping residents connected.
12911 Grande Pines Blvd.
Plainfield, Illinois 60585
Phone: 815-230-5768
editor@connectedmonthly.com
www.connectedmonthly.com
Referred by: Melissa Kiest

Green View Companies
Robyn Meek
Landscape design/build, garden center & gift shop
1501 Ogden Avenue
Oswego, Illinois 60543
Phone: 630-898-0200
Fax: 630-898-7644
rmeek@greenview.net
www.greenview.com

Phil Solecki
President
Premier Electrical Services, Inc.
premierelectric1@aol.com

Rebecca Oliver
Vice President
HRM Properties & Development, LLC
Masoncorp, Inc.
roliver@masoncorpinc.com

Jennifer Bartels
Secretary
Heritage YMCA Group - Oswego
jbartels@heritageymca.org

Tom Tripp
Director
Tripp Insurance Agency
ttrip@trippins.net

Andy Clements
Director
Weblinx, Inc.
andy@weblinxinc.com

Joe Conforti
Director
Oswego Community Bank
joec@oswegobank.com

Ken McLaughlin
Director
Esp, Kreuzer, Cores & McLaughlin, LLC
kmclaughlin@mkec-law.com

John Cody
Director
The Irish Press
theirishpress@aol.com

Kristen Sanders
Director
Castle Bank
ksanders@castlebank.com

Colleen Dermody
Director
Washington River LLC
colleen@washingtonriverllc.com