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The List feature is on hold at this time
The Central New York Business Journal has temporarily put our weekly The List feature on hold for the duration of the statewide coronavirus shutdown. Pausing a popular and longstanding part of our publication was not an easy decision, but is necessary to uphold the quality, completeness, and integrity of information we provide our readers. The […]
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The Central New York Business Journal has temporarily put our weekly The List feature on hold for the duration of the statewide coronavirus shutdown.
Pausing a popular and longstanding part of our publication was not an easy decision, but is necessary to uphold the quality, completeness, and integrity of information we provide our readers.
The lockdown has disrupted our ability to compile complete lists. Data for most of our lists is collected through surveys sent via email, supplemented with telephone follow-up. With so many organizations temporarily closed, operating at reduced staff levels, or working from remote locations, we are simply unable to reach many of the contacts who normally provide us information.
The current situation also affects the representativeness of data we might be able to collect. We want the information in our lists to show an accurate picture of the organizations listed in terms of size, scope, products/services offered, etc. The results of any survey research are a snapshot in time. Taking a snapshot during this time of COVID-19-related layoffs, facility closures, projects placed on hold, and shifts in operations would provide an extremely atypical and skewed picture of most companies.
We still intend to publish every list on our 2020 editorial calendar. A firm schedule for that can’t be worked out at this uncertain moment. But as soon as the government’s workforce restrictions are lifted, we will resume surveying and produce a timetable for publishing the delayed lists in future issues.
In the meantime, CNYBJ remains committed to providing the business community of our region news and information to help navigate this challenging period.
The Only Message Customers Want from You Right Now
It only took the pandemic a couple of weeks to turn it all upside down — including marketing and sales. And along with it has come an endless tsunami of email messages flooding consumer email mailboxes. It was war with 50 percent to 80 percent off sales, “Lowest prices ever,” “Free shipping & Free returns,” “Final
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It only took the pandemic a couple of weeks to turn it all upside down — including marketing and sales. And along with it has come an endless tsunami of email messages flooding consumer email mailboxes. It was war with 50 percent to 80 percent off sales, “Lowest prices ever,” “Free shipping & Free returns,” “Final Markdown,” “Sale ends in 4 hours and 17 minutes,” and “Buy One Get One Free” offers.
We’ve seen emails to customers from well-meaning businesses streaming to smartphones and computer desktops. It seems like a domino effect. One company starts it, and everyone else follows — with its version of the same message. Most open with a comment on the COVID-19 scourge and then quickly offer assurances that “We are here for you.” Words that companies would like to think customers want to hear.
Then, in a nanosecond, attitudes changed. Customers rejected the century-long proposition that the near-sacred role of marketing and sales was getting customers to buy more stuff and doing anything and everything to get the job done. And driving it all was the arrogant (and mistaken) belief that, no matter how you dress it up, customers exist for only one reason: what they can do for us. And it worked — then it didn’t.
How has the marketing and sales world changed? Some companies are listening. They get it: It’s no longer about what customers can do for us by buying our stuff. Now, it’s all about what we can do for them.
Arrogance is out; candor is in. Opinion is out; facts matter. Lying is out; empathy is in. Telling customers what they want to hear so they will take the bait is out; understanding and transparency are in. Being conned and ignored are out; truth matters and play-it-straight are in.
Sending customers BS-filled messages isn’t just unacceptable and stupid, it’s far more than that — it’s a missed opportunity. As demanding as it is to craft meaningful messages in troubling times, customers respond to those that make a difference in their lives.
What customers want to hear
What customers are looking for is understanding and help. Not the run around, not endless delays, not a pat on the head, calling another number, not incomplete information, not being dropped like a hot potato the moment the order is placed.
Isolated, alone, stressed, and frightened by an unseen enemy, they look for those who are prepared to come to their aid, who are on their side. It’s also a message that better be clear, compelling, and positive, if we want their attention and their business.
The good news is that the growing cadre of companies that get it is growing. But it may take sales reports dripping with gloom to spur the creative juices flowing in many more businesses.
Nevertheless, it’s happening and that’s good news. Here is a sampling of companies that are looking inward to find ways to help customers cope with a relentless enemy that would harm their health and safety.
Anton’s Cleaners, New England’s largest dry-cleaning company, took the what-can-we-do-to-help question seriously and came up with an on-target message for the COVID-19 crisis:
• We care about your health.
• Sterilization is a standard part of our cleaning process
No coupons, no discounts, no “Offer expires in 2 days.” Just a simple, direct, and factual message that answers the question why someone should take their clothes to Anton’s: the company sterilizes your clothes. The message neither knocks competitors, nor is it price-driven. It highlights an existing benefit. It’s a guess that few of Anton’s customers knew their clothes were being sterilized and all of a sudden, it’s a huge deal.
Even so, there’s another side to the story. Supermarkets everywhere jumped in with early morning hours for the most vulnerable coronavirus age group, those age 60 and older. Some didn’t stop there. They limited the number of customers in a store at the same time, provided wipes, and installed see-through barriers at check-out.
Come to think of it, “Early Senior Hours” may deserve becoming permanent at least a day or two a week. Seniors tend to rise early and seem to like a slower pace when shopping, which may also please those who are in more of a hurry later in the day.
What’s it take to get your message right?
Now, here’s the point. Why does it take something like a whack on the head with a two-by-four to come up with a worthwhile idea like early morning hours for seniors? We talk “customer commitment” to death, without having a clue as to what that means. Happily, a growing number of businesses are now getting it and are coming up with helping, innovative ideas that benefit customers. Here is a snapshot of a few that are doing it right:
• Cox Communications has increased internet download speeds from 30 MPS to 50 MPS to help improve productivity for at-home workers.
• Allstate’s “Shelter-in-place payback” is returning $600 million of auto-insurance premiums to customers because fewer motorists are driving due to COVID-19, according to the Chicago Tribune.
• Best Buy offers contactless curbside service for purchases and returns.
• Constant Contact has a free Website Builder Business Plus plan to help small businesses get an e-commerce site up and running.
• The Institute of WorkComp Professionals is offering its members a free five-part webinar series on prospecting and LinkedIn positioning.
• Meero offers free large-file transfers to help remote workers, according to Forbes.
• Planet Fitness offers free online home workouts.
Sure, the cynics may scoff. Sure, these companies want more business. But, so what? Yet, these firms, along with others, are digging deep to find new and innovative ways to be of help to their customers at a painfully difficult time. All we need now is more like them and we’ll come through this energized and on our feet.
John Graham of GrahamComm is a marketing and sales strategy consultant and business writer. He is the creator of “Magnet Marketing,” and publishes a free monthly eBulletin, “No Nonsense Marketing & Sales Ideas.” Contact him at jgraham@grahamcomm.com or johnrgraham.com

Walsh outlines recommendations for business restart
SYRACUSE, N.Y. — The Syracuse and Onondaga County economic resiliency task force has developed a series of recommendations for the business community for when local
State Comptroller launches COVID-19 Financial Survival Toolkit
New York State Comptroller Thomas P. DiNapoli announced April 17 that his office has developed the “COVID-19 Financial Survival Toolkit” for New Yorkers with links and resources for residents, government entities, nonprofits, and businesses. “We are living in unprecedented times. The COVID-19 pandemic has upended our lives, as well as the state economy, and it will
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New York State Comptroller Thomas P. DiNapoli announced April 17 that his office has developed the “COVID-19 Financial Survival Toolkit” for New Yorkers with links and resources for residents, government entities, nonprofits, and businesses.
“We are living in unprecedented times. The COVID-19 pandemic has upended our lives, as well as the state economy, and it will be a long road to recovery, DiNapoli said in his weekly email. “Whether you need the latest health updates, information on unemployment, sick-leave or family sick-leave benefits; or guidance on protecting your personal finances, you will find that and more in our toolkit,” he said.
DiNapoli added that this office will continue to make updates to meet New Yorkers’ changing needs, and urged residents and companies to check back regularly.
The toolkit is available at: https://osc.state.ny.us/covid-19/financial-toolkit.htm?utm_source=weekly+news&utm_medium=email&utm_term=financial+toolkit&utm_content=20200419&utm_campaign=fiscal+oversight

M&T Bank made nearly 1,700 PPP loans in CNY in one week
SYRACUSE — M&T Bank Corp. (NYSE: MTB), the largest bank in the 16-county Central New York region by deposits, says it made more government-guaranteed loans to small businesses in the Syracuse/Utica region in one week than it did nationally in all of 2019. Buffalo–based M&T Bank approved 1,660 loans, totaling $371 million, in the Syracuse/Utica
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SYRACUSE — M&T Bank Corp. (NYSE: MTB), the largest bank in the 16-county Central New York region by deposits, says it made more government-guaranteed loans to small businesses in the Syracuse/Utica region in one week than it did nationally in all of 2019.
Buffalo–based M&T Bank approved 1,660 loans, totaling $371 million, in the Syracuse/Utica area under the Paycheck Protection Program (PPP), the emergency forgivable loan program designed to help small companies keep their employees during the coronavirus shutdown. That’s more than the 1,449 total Small Business Administration (SBA)-backed loans M&T processed under all SBA loan programs across the bank last year, according to Julia Berchou, a VP with M&T in Buffalo.
The average loan size of M&T’s PPP loans in our area was nearly $223,500.
M&T Bank approved $6.4 billion in PPP loans for 27,711 companies, employing more than 600,000 people, across its eight-state footprint plus the District of Columbia. The average loan amount was about $233,000. All the loans were to existing M&T customers.
Berchou says M&T deployed a legion of 2,000 employees (most working from home) from across the regional bank to help process the PPP loans over the April 6-13 period. Its usual SBA loan team has 25 employees.
The $349 billion Paycheck Protection Program ran out of money on April 16 after almost 1.7 million loans were made nationally in a mad dash to provide small businesses with emergency relief amid the COVID-19 pandemic that has shut down much of business and daily life in America and New York. The 1 percent loans do not have to be paid back if companies use 75 percent of the money to cover payroll costs and meet other conditions.
The SBA announced it would stop processing PPP loan applications until Congress provided more funding. The Senate on April 21 approved an additional $310 billion for a second round of PPP loans, and the House was expected to approve it on April 23.
This will likely set off a scramble to get a loan by small businesses that were left out of round one and are struggling to stay afloat during the pandemic shutdown.
“… There are still many businesses who were not able to participate. They still need funding to pay their employees and sustain their operations,” Allen Naples, M&T Bank’s Central New York regional president, told CNYBJ in a statement before the 2nd round of funding was approved. “[We are] in constant contact with the Treasury Department, SBA, members of Congress and other government officials to advocate for additional funding and ensure that our customers are not left out of the process because of funding capacity issues at the SBA.”
M&T Bank employs nearly 500 people in its Central New York region, which includes Onondaga, Cayuga, Oswego, Madison, Herkimer, Jefferson, Lewis, Oneida, and Seneca Counties. It holds the No. 1 share of deposits in the Syracuse metro area and the broader 16-county Central New York region that CNYBJ covers.
M&T Bank reported $269 million in net income in this year’s first quarter, down from $493 million in the prior quarter and $483 million in the year-ago earnings period.

The Summit FCU to install updated ATMs at all locations
The Summit Federal Credit Union plans to install updated ATMs at all its locations at various times in 2020. These new ATMs bring a “new level of convenience to users while using the latest safety features” for personal safety and account security, the Rochester–based credit union announced. “Over 2019 and 2020, The Summit Federal Credit Union
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The Summit Federal Credit Union plans to install updated ATMs at all its locations at various times in 2020.
These new ATMs bring a “new level of convenience to users while using the latest safety features” for personal safety and account security, the Rochester–based credit union announced.
“Over 2019 and 2020, The Summit Federal Credit Union is replacing all ATMs with the latest state-of-the-art systems. Our new fleet of ATMs provides members and guests improved card security, larger colored screens, an improved user interface and enhanced deposit capabilities. We are very excited to make new ATM technologies available to our members and others who may use them,” Dave Harnish, VP of information technology at the Summit Federal Credit Union, said in a statement forwarded to CNYBJ.
The machines have a 19-inch display for “easy viewing” as well as a more “intuitive” interface, with Actiview technology for secure data input and quicker navigation, the Summit said. The machines also “take advantage” of the financial industry’s “leading” data-security enhancements, including upgraded physical security technology and cameras, plus the industry’s first anti-skimming ActivEdge card reader.
No envelopes are needed to deposit cash or checks, the credit union noted.
Each machine upgrade will require “minimal downtime.”
Members of the Summit have access to more than 55,000 surcharge-free ATMs nationwide, the credit union said.
Founded in 1941, the Summit Federal Credit Union is a nonprofit, member-owned financial cooperative. With about $1 billion in assets, the Summit has more than 230 employees and provides financial products and services to more than 85,000 members in Central and Western New York. Its Central New York branches includes offices in Syracuse, Clay, Camillus, Cortland, and Seneca Falls.
The Summit’s president and CEO is Laurie Baker. She took over the credit union’s top job on Feb. 1, after having worked at the Summit for more than 25 years, including as COO since 2001. Baker replaced Mike Vadala, who retired after working at the Summit for more than 35 years, including 25 years as CEO.

UTICA, N.Y. — F.X. Matt Brewery, the Greater Utica Chamber of Commerce, and the Community Foundation of Herkimer and Oneida Counties have launched an initiative

Visions COO recognized by Tioga Chamber for board service
OWEGO — The Tioga County Chamber of Commerce recently recognized one of the top officials at Visions Federal Credit Union (Visions FCU) for his years of service on its board of directors. Edward Butler, executive VP and COO of Visions FCU, had served on the board since 2007 — mostly as treasurer on the executive
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OWEGO — The Tioga County Chamber of Commerce recently recognized one of the top officials at Visions Federal Credit Union (Visions FCU) for his years of service on its board of directors.
Edward Butler, executive VP and COO of Visions FCU, had served on the board since 2007 — mostly as treasurer on the executive board, from 2008 to 2019.
Board members gathered for the acknowledgment, thanking him for his service. Butler was “instrumental” in helping the chamber reach its goals, Gwen Kania, president and CEO of the Tioga Chamber, said in an Visions FCU news release.
“Ed worked with us for years, both with me and our former president, Martha Sauerbrey, and helped us to be fiscally stable,” Kania said. “Ed was wonderful to work with and had a great understanding of how the Tioga Chamber ran.”
“It was my pleasure to serve on the board for the Tioga Chamber,” said Butler. “Their team makes such a great difference in the lives of those in Tioga County, and it’s been a privilege to help advance their mission.”
Established in 1966, the nonprofit Visions Federal Credit Union serves more than 210,000 members throughout New York, New Jersey, and Pennsylvania.
The nonprofit Tioga County Chamber of Commerce says it works to “create a climate in which business will grow and prosper.” Chamber projects include numerous networking opportunities during the year; business counseling and referrals; “member-centric” events; seminars and workshops; a business directory; weekly e-blasts; newsletter; tourism promotion; and welcome packages.
The Tioga Chamber also offers on-the-job training funds through a grant with the New York State Department of Labor.
M&T Bank’s $150K donation to benefit COVID-19 relief funds
The effort to support coronavirus relief for nonprofits in Central New York and the Mohawk Valley is getting a boost. M&T Bank (NYSE: MTB) is donating a total of $150,000 to both the Mohawk Valley COVID-19 Response Fund and the Central New York COVID-19 Community Support Fund. The charitable investments will “bolster” the two regional
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The effort to support coronavirus relief for nonprofits in Central New York and the Mohawk Valley is getting a boost.
M&T Bank (NYSE: MTB) is donating a total of $150,000 to both the Mohawk Valley COVID-19 Response Fund and the Central New York COVID-19 Community Support Fund.
The charitable investments will “bolster” the two regional funds, which were launched to address the local impact of the global outbreak. Both funds are designed to “rapidly deploy resources” to nonprofit organizations that are addressing human-services needs in communities “significantly” impacted by the pandemic.
The regional organizations overseeing the funds are encouraging community members with the ability to give to consider making a donation online. To help in the Mohawk Valley, visit mvcovidfund.com. To help in Central New York, visit cnycf.org/covid19.
Mohawk Valley
Through the M&T Bank/Partners Trust Charitable Fund (MTPT), M&T will provide $100,000 to the Mohawk Valley COVID-19 Response Fund. The Community Foundation of Herkimer and Oneida Counties and the United Way of the Valley and Greater Utica Area launched the fund.
M&T established the MTPT Fund — a donor-advised fund of the Community Foundation — to provide “sustained support” for Mohawk Valley causes and organizations after it acquired Partners Trust in 2007. As one of the “most active” funds of the Community Foundation of Herkimer & Oneida Counties, the MTPT has granted more than $3.2 million to organizations in the two counties addressing a wide range of community needs since the fund was established in 2007.
“When we launched the M&T Bank/Partners Trust Charitable Fund, we envisioned it being there to help our community quickly respond to moments of great need,” David Manzelmann, M&T Bank Utica market president, said. “Never could we foresee the public-health crisis we’re experiencing now, but we’re grateful this funding is available to help our neighbors in need.”
Central New York
Additionally, M&T will donate $50,000 through the M&T Bank Charitable Foundation to support the Central New York COVID-19 Community Support Fund. The Central New York Community Foundation — in partnership with the City of Syracuse, Onondaga County, Allyn Family Foundation, and United Way of Central New York — started the fund.
“Nonprofits are going above and beyond to serve the physical health, mental health and economic needs of people in our community. However, they’re not immune to this crisis — they are facing their own challenges. M&T Bank understands the needs in our community, and we’re grateful they have stepped up to help,” Peter Dunn, president and CEO of the Central New York Community Foundation, said.

Solvay Bank says shareholders can’t attend April 28 annual meeting in person
SOLVAY — Solvay Bank Corp. announced April 21 that shareholders will not be permitted to attend its shareholders annual meeting in person on April 28. The bank cited the ongoing coronavirus pandemic and public-health guidelines issued by New York State and the Centers for Disease Control and Prevention. Only directors and a select number of
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SOLVAY — Solvay Bank Corp. announced April 21 that shareholders will not be permitted to attend its shareholders annual meeting in person on April 28.
The bank cited the ongoing coronavirus pandemic and public-health guidelines issued by New York State and the Centers for Disease Control and Prevention.
Only directors and a select number of Solvay Bank employees will be present at the shareholders annual meeting, the bank said. All items of business for the meeting will be voted on by proxy votes. The bank encouraged shareholders to return their completed proxy cards as soon as possible.
Solvay Bank, founded in 1917, has 10 branches in the greater Syracuse area.
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