Stay up-to-date on the companies, people and issues that impact businesses in Syracuse, Central New York and beyond.

Morse Manufacturing begins new chapter in company history with move to Salina
SALINA — Nate Andrews and his father, Robert, have had “many compelling offers over the years” from other states and countries to consider relocating Morse Manufacturing. “Nowhere else can we find the quality of employee that we have standing in the back of this room right now,” Nathan (Nate) Andrews, the firm’s president, said as […]
Become a Central New York Business Journal subscriber and get immediate access to all of our subscriber-only content and much more.
Click here to purchase a paywall bypass link for this article.
SALINA — Nate Andrews and his father, Robert, have had “many compelling offers over the years” from other states and countries to consider relocating Morse Manufacturing.
“Nowhere else can we find the quality of employee that we have standing in the back of this room right now,” Nathan (Nate) Andrews, the firm’s president, said as Morse Manufacturing on July 17 formally opened the company’s new 120,000-square-foot facility at 103-105 Kuhn Road in the town of Salina.
Morse Manufacturing, which produces drum-handling equipment, had previously operated in a 35,000-square-foot building at 727 W. Manlius St. in the village of East Syracuse. It had been located there since 1953, Andrews told those gathered for the formal opening ceremony.
CBD Construction served as the construction manager and Brian Manthey was the architect on the project, Morse Manufacturing said.
The project cost $7.5 million, including renovations to the 120,000-square-foot building, site work, and landscaping, according to Onondaga County. Empire State Development is providing a $500,000 capital grant for the expansion project.
“We’re glad that we were able to provide some assistance to encourage you to grow here,” James Fayle, regional director of Empire State Development, said in his remarks at the formal-opening event.
Morse is a third-generation family business. It was founded locally in 1923.
“My grandfather, Ralph Andrews, joined the company in 1943 and eventually bought the business,” Nate Andrews said in his remarks at the event. “My grandfather had the foresight to realize there was a need in the market for industrial products that can handle drums.”
Ralph Andrews invented the product category drum-handling equipment, his grandson noted. As his remarks continued, Nate Andrews told the audience that his father, Robert, joined the firm in 1969. “He expanded the product offerings to more than 100 different variations of drum-handling equipment,” Andrews said of his father’s work with the company.
Morse Manufacturing says it has been known for decades as the “Specialist in Drum Handling.” In addition to its broad product line, the firm also offers customers a dealer support network.

Tioga Downs, FanDuel formally open sports-betting venue
NICHOLS — FanDuel Group has recently opened the company’s first retail sportsbook in New York state, located at Tioga Downs Casino Resort in Nichols in Tioga County. FanDuel’s new 2,600-square-foot, sports-betting retail location is available near the casino’s main entrance. The FanDuel Sportsbook includes eight betting windows, 27 video displays including a large video wall,
Become a Central New York Business Journal subscriber and get immediate access to all of our subscriber-only content and much more.
Click here to purchase a paywall bypass link for this article.
NICHOLS — FanDuel Group has recently opened the company’s first retail sportsbook in New York state, located at Tioga Downs Casino Resort in Nichols in Tioga County.
FanDuel’s new 2,600-square-foot, sports-betting retail location is available near the casino’s main entrance.
The FanDuel Sportsbook includes eight betting windows, 27 video displays including a large video wall, 14 self-service betting kiosks from IGTPlayDigital, three sports tickers, 12 lounge seats, seven high tables, two drink rails, and seating for more than 50 customers.
FanDuel will provide its risk and trading platform and manage the location in partnership with Tioga Downs Casino Resort. It will also use IGT PlayDigital’s retail sports-betting technology. The FanDuel Sportsbook will allow bets on all major U.S. sports, including professional baseball, soccer, football, basketball, golf, boxing, and motorsports racing.
New York Assemblywoman Donna Lupardo (D–Binghamton) made the ceremonial first bet as part of a July 19 ribbon-cutting ceremony.
The FanDuel Sportsbook at Tioga Downs Casino Resort represents FanDuel Group’s fourth retail operation. Its first sportsbook location opened at New Meadowlands Racetrack last July, followed by a location at The Greenbrier in West Virginia last fall, and most recently at the Valley Forge Casino Resort in Pennsylvania.
Jeff Gural, owner of Tioga Downs Casino Resort, in July 2018 had announced plans to bring a FanDuel Sportsbook for sports betting to the venue in Tioga County. The plan couldn’t move forward until New York State regulators agreed to allow sports wagering in the state, which happened earlier this year.

Hostory from OHA: St. Joseph’s Health Hospital-150 Years of Faithful Medical Care
The sisters had recently purchased a brick saloon and dance hall on Prospect Hill (Prospect Avenue) for $12,000 with plans to convert it into a medical facility, thereby establishing the first hospital in Onondaga County. These dedicated and ambitious women started their hospital with 15 beds and no money. One week later, on May 13,
Become a Central New York Business Journal subscriber and get immediate access to all of our subscriber-only content and much more.
Click here to purchase a paywall bypass link for this article.
The sisters had recently purchased a brick saloon and dance hall on Prospect Hill (Prospect Avenue) for $12,000 with plans to convert it into a medical facility, thereby establishing the first hospital in Onondaga County. These dedicated and ambitious women started their hospital with 15 beds and no money. One week later, on May 13, they welcomed their first patient, eventually caring for 53 additional people in their first year. The Franciscan Sisters welcomed all patients to the hospital regardless of “creed, race, or color.”
For the last 150 years, St. Joseph’s Health Hospital has significantly impacted the social, economic, and architectural composition of its Prospect Avenue neighborhood, the city of Syracuse, and Onondaga County. In the early days of the hospital, the sisters went to their local neighbors asking for monetary assistance and held an annual Donation Day to help defray their costs. Grocers supplied dried prunes and coffee, and farmers gave potatoes, eggs, and firewood. Individual citizens also donated cake, bread, ham, fish, fresh fruit and vegetables, and wine, as well as shoes, clothing, and books and magazines. Others gave towels and medical supplies, while still others repaired and reupholstered the hospital’s furniture. These donations and other acts of kindness were recorded in monthly hospital reports that were published in the Syracuse newspapers. Readers were kept apprised of the efforts put forth by generous and compassionate citizens who contributed to the welfare of their sick family, friends, and strangers, and also lightened the burden of the sisters. Fifty years ago, the then hospital administrator, Sister Wilhelmina, said that for the first 100 years, “St. Joseph’s ha[d] been the recipient of God’s bounty through the generosity of His people, the men and women of Syracuse.”

Those many modest contributions of food, firewood, and other supplies allowed the hospital to become financially solvent and to grow. Hospital administrators added a surgical wing in 1897 that put St. Joseph’s modern infrastructure, state-of-the art equipment, and patient care on par with some of the best American hospitals of the time. The new wing included telephone service and an elevator. The overall appearance of the enlarged, advanced hospital radiated a confidence in Syracuse’s medical facilities.
In October of the following year, the Franciscan sisters began a nursing school dedicated to training lay nurses who would augment the nuns’ ability to care for the community’s patients. By 1900, with the school attracting a growing number of nursing students, administrators were prompted to rent a house in the block just below the hospital to lodge them.
At the beginning of the 20th century, with the improved medical amenities, the influx of better-trained doctors and nurses, and the continued generosity of local businesses and individuals, St. Joseph’s Hospital was able to “minister to suffering humanity even to a greater degree than it ha[d] in the past.”

However, by 1923, part of the original hospital had fallen into disrepair and administrators decided to abandon it. Community leaders established a fund drive to build a new hospital. An initial $326,000 was bequeathed from local estates, and later in 1923 more than 18,000 subscribers pledged another $518,000. On Oct. 18, 1924, Reverend Daniel Curley, Bishop of Syracuse, laid the cornerstone for the new building, with assistance from some Franciscan fathers from Assumption Church. Rabbi Benjamin Friedman of Temple Concord and Syracuse University Chancellor Charles Flint addressed the assembled crowd at the dedication ceremony. Construction took about 18 months and the new 5-story hospital opened on May 25, 1926.
Other fundraising campaigns appealed to the community in December 1947 and January 1948 to raise money to build a 5-story, T-shaped, 170-bed addition, as well as replace the original surgical wing built in 1897. Among the fundraising subscribers was the New York Telephone Company, which donated $12,000 to the cause. Reverend Walter Foery, Bishop of Syracuse, broke ground on April 13, 1949. The new $2 million addition opened in November 1950 to rave reviews by hundreds of Syracusans who toured the building. Dr. Arnold Kaufman, president of the hospital staff praised the community for its financial and moral support of St. Joseph’s Hospital over many years. “You have furnished us with a flourishing structure. We will try to do our part to put in it all the resources that kindle the loyalty and affection so many of you have towards us,” Dr. Kaufman said. By this time the hospital had cared for more than 200,000 patients and positioned itself to continue caring for the sick well into the future.
Fifty years ago, in 1969, St. Joseph’s Hospital celebrated its centennial. The hospital had grown with the community and the community had supported its growth for 100 years. Centennial publications and newspaper articles cited the dedication, compassion, and care that the Franciscan Sisters and hospital staff tendered to thousands of sick and needy people in Syracuse and Onondaga County. They also recounted the physical expansions, the introductions of advanced medical equipment, the continued success of the nursing school, the quality of the physicians and nursing staff, along with the support of the St. Joseph’s Hospital Aid Society and the Women’s Auxiliary. The Sisters’ legacy of mercy given to all in need was persisting, even amid the socio-political tumult of 1969. Speaking at a centennial dinner that May, Reverend Casimir Sabol stated, “[I]t is the human spirit that never changes and makes an institution great. The needs are the same and the essential sense of duty necessary to meet those needs is unchanging.”
Fifty years hence, Reverend Sabol’s sentiments about St. Joseph’s sense of duty meeting the needs of the community still have not changed. Now known as St. Joseph’s Health Hospital, St. Joseph’s continues to provide a wide variety of community-based health care. It is now associated with the Franciscan Companies, a network providing patients with post hospital patient care, services, and medical products to ensure their complete healing. St. Joseph’s community partnerships include Hospitals Home Health Care and PACE (Program of All-Inclusive Care for the Elderly) in conjunction with Loretto CNY. Since 2007, St. Joseph’s Health Hospital has collaborated with CenterState CEO, Franciscan Collaborative Ministries, and Catholic Charities of Onondaga County on an economic-revitalization strategy for Syracuse’s northside known as Northside UP (Northside Urban Partnership). This collaboration’s mission is to “radically improve the quality of life on the Northside of Syracuse” and is “dedicated to engaging diverse groups of people and organizations in turning the Northside of Syracuse right-side up.” Through economic development and civic-improvement projects, the initiative focuses on decreasing unemployment and neighborhood blight by increasing neighborhood-owned businesses and owner-occupied houses, and enhancing the aesthetics and, ultimately, the quality of life for those living and working in Syracuse’s Northside. Northside UP brings the original 19th century Franciscan Sisters’ mission full circle by tending to needs of the whole person.
From that humble beginning in 1869, to looking ahead throughout the 21st century, St. Joseph’s Health Hospital will undoubtedly continue to search for advanced ways to treat patients while keeping its original mission of extending compassionate care to those in need.
Thomas Hunter is the curator of collections at the Onondaga Historical Association (OHA) (www.cnyhistory.org), located at 321 Montgomery St. in Syracuse.

Rome Memorial Hospital Foundation’s golf classic raises more than $27K
ROME — Rome Memorial Hospital Foundation announced that its annual golf classic, held June 24 at Teugega Country Club in Rome, raised more than $27,000 this year to support Rome Memorial Hospital. Since its start in 1999, the golf tournament has raised more than $650,000 to help fund medical-equipment purchases and programs and services provided
Become a Central New York Business Journal subscriber and get immediate access to all of our subscriber-only content and much more.
Click here to purchase a paywall bypass link for this article.
ROME — Rome Memorial Hospital Foundation announced that its annual golf classic, held June 24 at Teugega Country Club in Rome, raised more than $27,000 this year to support Rome Memorial Hospital.
Since its start in 1999, the golf tournament has raised more than $650,000 to help fund medical-equipment purchases and programs and services provided at the hospital, the foundation said.
The 2018 edition of the golf classic raised $43,000, Becky Daiuto, executive director of the Rome Hospital Foundation says in an email response to a CNYBJ inquiry. The event had its highest net proceeds in 2013, generating $51,000. Most years, the golf tournament raises about $35,000 to $45,000, with the variations due to sponsorships, which fluctuate based on tournament supporters’ changing marketing budgets, she explains.
Among the golf classic’s highlights this year: Dean Shlotzhauer, a commercial banking officer at Community Bank, N.A., shot a hole-in-one on Teugega Country Club’s 15th hole to win a 2019 Ford Edge SUV provided by Don’s Ford of the Carbone Auto Group.
The Rome Hospital Foundation says the annual golf classic is one of three “signature fundraising events” it holds each year. The Brew Ha Ha, a craft beer tasting event, will be held on Saturday, Sept. 28 from 4 to 8 pm at Woods Valley Ski Area in the town of Western. The annual gala, the Rome Hospital Foundation’s “premier event,” will take place at the Turning Stone Resort in Verona on Saturday, Nov. 9 from 6 to 11 pm. Last year’s gala raised more than $98,000 in net proceeds to support Rome Memorial Hospital, according to the foundation.
What Buying Habits Tell Marketers About Each Generation
Each generation has unique experiences, lifestyles, and demographics that influence their buying behaviors, financial experts say. And studies show these distinguishing factors often lead to different spending habits between generations. As a result, many companies are reaching out to consumers and trying to understand — and gain the attention of — these diverse buyers. This type
Become a Central New York Business Journal subscriber and get immediate access to all of our subscriber-only content and much more.
Click here to purchase a paywall bypass link for this article.
Each generation has unique experiences, lifestyles, and demographics that influence their buying behaviors, financial experts say. And studies show these distinguishing factors often lead to different spending habits between generations.
As a result, many companies are reaching out to consumers and trying to understand — and gain the attention of — these diverse buyers.
This type of multi-generational marketing is the practice of appealing to the unique needs and behaviors of individuals within different generational groups. In terms of finding and retaining buyers, companies cannot underestimate those generational differences.
The buying habits of different generations are influenced by environmental factors and businesses must focus their marketing efforts accordingly. Here is a look at each generation.
Millennials. Now comprising the highest percentage of the workforce, this generation (born roughly from 1981 to 1995) receives considerable marketing attention. Many millennials grew up immersed in the digital world — a big difference from previous generations — and they think globally. Attract this group early and earn its loyalty by appealing to their belief that they can make the future better. Traditional mass marketing approaches do not work well with younger consumers. Be sure they know that your organization’s mission speaks to a purpose greater than the bottom line — for example, globalization and climate change. Give them systematic feedback because they value positive reinforcement at accelerated rates and want more input.
Generation X. Following the baby boomers and preceding the millennials, their tastes are different from previous generations. Because they have greater financial restraints, they often shop at value-oriented retailers. On the other hand, they have a reputation of being incredibly disloyal to brands and companies. Generation Xers like initiatives that will make things more useful and practical. They demand trust to the extent that if your organization does not follow through once, then you are likely to lose them.
Baby Boomers. This demographic group, with many now in retirement or nearing it, includes those born from 1946 to 1964. Health is a major concern, and change is not something they embrace. They appreciate options and want quick fixes that require little change and instant improvement. They do not like bureaucracy — but give them a cause to fight for and they will give their all. Focus on building value and they will be less price sensitive. While this group may be aging, they’re focused on breaking the mold of what age 60 and beyond looks like.
The Silent Generation. Born between 1925 and 1945, this group represents the oldest Americans and typically is labeled with traditional values such as discipline, self-denial, hard work, conformity, and financial conservatism. It’s important to earn their trust, as they believe that a person’s word is his or her bond. Patriotism, team-building, and sacrifice for the common good are appealing to this generation. As a group, they aren’t particularly interested in the information age; however, the younger members of this generation are one of the fastest-growing groups of internet users.
Communicating with customers in different generations can be challenging. However, all generations appreciate honesty and authenticity. As environmental factors change, transparency and genuine interactions remain important to everyone.
Gui Costin (www.guicostin.com), author of “Millennials Are Not Aliens,” is an entrepreneur, and founder of Dakota, a company that sells and markets institutional investment strategies.

Become a Central New York Business Journal subscriber and get immediate access to all of our subscriber-only content and much more.
Click here to purchase a paywall bypass link for this article.



What is Your Definition of Success? 5 Tips to Find it
While building and maintaining a thriving business may not be easy, experts in entrepreneurial endeavors say that building a personal brand first is key. In fact, some studies show that today’s consumers trust big brands less and prefer buying from a person they view as authentic and relatable. But before building a personal brand, it’s important
Become a Central New York Business Journal subscriber and get immediate access to all of our subscriber-only content and much more.
Click here to purchase a paywall bypass link for this article.
While building and maintaining a thriving business may not be easy, experts in entrepreneurial endeavors say that building a personal brand first is key. In fact, some studies show that today’s consumers trust big brands less and prefer buying from a person they view as authentic and relatable.
But before building a personal brand, it’s important for entrepreneurs to define what constitutes their own brand of success.
Fulfillment and extraordinary results only come when you strive to achieve your authentic success. The key is figuring out what that is and navigating that path. The good news is that we each already have everything it takes to navigate that path. It is essential, because we each have unique gifts, passions, and talents that can create amazing impact in the world and differentiate ourselves and our businesses.
Here are five ways to define your own brand of success that can lead to running a successful business:
Get unstuck by unleashing your inner self. We feel stuck when there is a lack of clarity and the path in front of us is not aligned with our authenticity. Stagnancy and negative happenings force us to look inside ourselves at who we really are and what we really want. Detail those things, and now you’ll have the blueprint to create change and growth. Getting clear on this enables us to lead ourselves and our business to forge ahead on a new path.
Act on your new authenticity. Our full potential comes out when we are fully committed to creating a result that fully expresses who we are and what we love. Without that clarity and without acting upon our newly discovered authentic selves, there will always be a bit of reservation. And with that reservation comes lackluster results that are not a reflection of our true potential.
Keep the vision in mind. Much of our untapped potential lies in unused intelligence. Leaders who leverage their vision can effectively navigate a path to success in a competitive marketplace. Any vision that we can imagine, this infinite intelligence knows how to bring about. The question is how we go about influencing our subconscious in the right way so that it serves us. We do this by holding and keeping an image of a life we desire, and feeding it through repetition long enough that our mind goes to work to aid us in creating it.
Make your passion your fuel. The power to create extraordinary results requires this critical ingredient. Passion is contagious, ignites the heart, and motivates the team. It energizes and sparks the pull forward through all barriers, uncertainty, and challenges.
Have the will to make decisions that move toward your dream. The difference between those who make their dreams happen and those who don’t isn’t always a matter of intelligence, but often is a matter of consistent will in decision-making. You must have the intention to keep moving forward. There is an energy shift that is experienced in the decision-making process, where a desire goes from wanting to being because you’ve concluded that the dream must come true no matter what.
Most of us are not accessing our full potential. We need more people to bring their passion, humanity, wisdom, and mastery into the world, and achieving this is easier than you may think.
Ngan Nguyen (www.nganhnguyen.com) is author of “Self-Defined Success: You Have Everything It Takes,” and the founder/CEO of Cintamani Group, an executive coaching and consulting firm.

Bellamy Community Awards Committee names 2019 winners
The 2019 Bellamy Community Awards will be presented to Tim Birnie, CEO of Birnie Bus Service, Inc.; Alice Dearo, former executive director of the United Way of Rome and Western Oneida County, who passed away late last year and will be honored posthumously; and Rick Weltz of the WKAL 1450 radio station. The awards honor
Become a Central New York Business Journal subscriber and get immediate access to all of our subscriber-only content and much more.
Click here to purchase a paywall bypass link for this article.
The 2019 Bellamy Community Awards will be presented to Tim Birnie, CEO of Birnie Bus Service, Inc.; Alice Dearo, former executive director of the United Way of Rome and Western Oneida County, who passed away late last year and will be honored posthumously; and Rick Weltz of the WKAL 1450 radio station. The awards honor outstanding individuals who exemplify the ideals of Francis Bellamy.

The organization said that it will bestow the three awards at its 7th Annual Francis J. Bellamy Community Awards Breakfast to be held at 8 a.m. on Aug. 28, at Delta Lake Inn. The event falls on the 88th anniversary of Bellamy’s death. Congressman Anthony Brindisi (D)(NY-22) is the event keynote speaker and Lenny Giardino of Taberg will be emcee.
NBT Bank is the key sponsor of the breakfast for the seventh straight year.

The Francis J. Bellamy Community Awards Committee was founded in 2013. The inaugural Bellamy Community Award winners were Charles Sprock and Ava Dorfman in 2013. Father Philip Hearn and Dennis Surace were the 2014 recipients. In 2015, Community Awards were given to Charles (Chip) Roe (posthumously), Common Council President John Mazzaferro, and former Rome Mayor Carl Eilenberg, who received a Lifetime Achievement Award. In 2016, Bellamy Community Awards were given to Rev. Paul Angelicchio, Fred Normand, and Monsignor Francis Culkin (posthumously). Last year, the committee bestowed Bellamy Community Awards to Rome Fire Chief Ron Brement and Rome Elks Lodge #96, and its first Bellamy Career Achievement Award to local Winter Olympian Erin Hamlin.
Tickets for the breakfast are $25 per person and are available at the Rome Area Chamber of Commerce and other organizations. For more information, contact: bellamyawards2019@gmail.com.
B&L completes fourth purchase since April 2018 for growth outside CNY
SALINA — When Barton & Loguidice D.P.C. (B&L) closed on its acquisition of a New Jersey firm in mid-June, it was the fourth acquisition the local firm had completed since April 2018. B&L on June 14 closed on its purchase of Cummings & Smith Inc. of Fairfield, New Jersey, says John Brusa, Jr., president and
Become a Central New York Business Journal subscriber and get immediate access to all of our subscriber-only content and much more.
Click here to purchase a paywall bypass link for this article.
SALINA — When Barton & Loguidice D.P.C. (B&L) closed on its acquisition of a New Jersey firm in mid-June, it was the fourth acquisition the local firm had completed since April 2018.
B&L on June 14 closed on its purchase of Cummings & Smith Inc. of Fairfield, New Jersey, says John Brusa, Jr., president and CEO of Barton & Loguidice.
Besides that transaction, B&L also acquired Advance Land and Water Inc., a firm located near Baltimore, Maryland, in March of this year; Steinmetz Planning Group, which has offices in Rochester and Buffalo, in September 2018; and Eberlin & Eberlin, P.C., a Brewster, New York–based planning and landscape architecture company, in April 2018.
The latest deal
Cummings & Smith is a civil-engineering firm specializing in the solid-waste management sector, servicing clients in New Jersey and Pennsylvania.
“They’ve been a competitor in the same market area that we’ve worked in. They’re an established firm [having operated] for 30 years,” says Brusa, who spoke with CNYBJ on July 22.
B&L is a Salina–based engineering, planning, environmental and landscape architecture firm with more than 270 employees throughout the Northeast and Mid-Atlantic regions.
When asked about the firm’s strategy with acquisitions, Brusa noted that B&L’s regional name recognition makes it easier to grow organically with new hires and projects in Central New York. But organic growth “can be really difficult, especially in new market areas.”
“When you start branching out, especially into other states, other markets, it’s difficult to get the name out there, especially where there’s other established firms in the area,” Brusa notes.
He says some established engineering, planning, and landscape architecture firms have leaders that are working toward retirement and may not have anyone on staff who wants to assume the leadership role. That makes them potential acquisition candidates.
With the baby boomers pursuing transition possibilities, “…it makes a lot of sense to look into the acquisitions for growth,” says Brusa.
When pursuing a purchase, B&L examines a firm’s clients, its success and profitability, and if it’s “going to fit culturally.”
“If there [are] any issues where we see that the firms just don’t align from our values standpoint, it’s just not even worth pursuing,” he adds.
When asked if Barton & Loguidice has any additional acquisitions in the works during 2019, Brusa replies, “I can’t say at this point.”
Latest acquisition
B&L’s acquisition of Cummings & Smith is one that the local company believes will help grow its waste-management business. Brusa believes the two companies align well in terms of service, culture, and value.
The local firm didn’t release any terms of its acquisition agreement, but Brusa says, “It was an asset-purchase agreement.”
Cummings & Smith is now operating as Barton & Loguidice, Gary Smith, president and co-founder of Cummings & Smith, has joined B&L as a senior managing engineer in the solid waste practice area. Smith is based in the firm’s New Jersey office. Three staff members, formerly with Cummings & Smith, have also joined B&L.
17 Ways to Keep Your Sales from Running Out of Gas
Too many salespeople find themselves running on fumes when it comes to prospects. “I get up every morning and ask myself the same question: Who am I going to talk to today,” said a life-insurance salesperson who had been in the business for 30 years. He’s far from alone. Closing sales is the goal, but
Become a Central New York Business Journal subscriber and get immediate access to all of our subscriber-only content and much more.
Click here to purchase a paywall bypass link for this article.
Too many salespeople find themselves running on fumes when it comes to prospects. “I get up every morning and ask myself the same question: Who am I going to talk to today,” said a life-insurance salesperson who had been in the business for 30 years. He’s far from alone.
Closing sales is the goal, but that takes keeping the prospect tank full of gas. So, what can you do about it? If you go to the supermarket, there’s someone giving away free samples. If you watch what’s going on, some of those taking samples buy the product. It’s the same with sales. When you do something nice for prospects and customers, they want to return the favor.
Here are 17 ideas for getting a positive response from customers and prospects:
1. Send a $5 coffee gift-card. It can create a feeling of obligation. Here’s an example — Attach a note: “Sorry we couldn’t get together for coffee as planned. Will call you and arrange a time to meet.” Be sure to keep some gift-cards handy.
2. “Thanks for your complaint.” When something goes wrong (and it always does), don’t be defensive. Surprise the customer by taking ownership. It creates an opportunity for a conversation, resolving a problem, and turning an unhappy customer into an advocate.
3. “We appreciate your help.” When someone does something nice for you, say so. For example, your message might go something like this: “Thank you for thinking of us. We want you to know how much we appreciate your referrals.”
4. “Thank you for your business.” This is so basic it shouldn’t be necessary to mention it, but online retailers have raised the bar; they know the value of showing their appreciation instantly. Here’s the point: when people spend their money, they like being noticed.
5. After-the-sale gift. When consumers make a significant purchase, they’re excited and proud because it’s the result of thought and planning, sometimes for years. It may be a major home improvement, a vehicle, or a new house. Sending an appropriate gift creates enormous good will, which can result not only in future business but also in referrals.
6. Ask for help. Often, customers can have an “after-the-sale” let down. Help avoid it from happening by asking for their help. After letting them know how much you appreciate their business, ask for their advice. “I want to do my best for my customers. I would value your opinion of what I can do to improve serving them.”
7. Surprise customers. Nothing gets a more positive response like answering calls, messages, questions, and inquiries super-fast. People unconsciously judge us based on the speed with which we get back to them. It says they’re important.
8. Contribute to a customer’s favorite charity. Do it, not because you’re asked, but as a spontaneous expression of appreciation.
9. Stay in touch regularly. Call it your “continuing cultivation” program. You never know what might be coming up next so you want them to think of you. Make it helpful and friendly — no sales pitches, please.
10. Need help? We can all benefit from a helping hand now and again. Let customers know you’re an available resource for discussing a problem or offering advice.
11. Send a value reminder. Choose a good time after customers have made a purchase to remind them why they made the purchase and ask them how it’s working out for them.
12. Give customers “solve the problem insurance protection.” Let them know that you’re their advocate and you want them to contact you if they have an issue or need information.
13. Offer helpful information. Keep your eyes open for articles, blogs, and videos that customers and prospects may find useful. It’s a good way to let them know you’re thinking of them.
14. Send important reminders. Even though there may be an app for that, it’s easy to forget about expiration, renewal, and due dates. Giving customers a heads-up lets them know you’re thinking of them and that they can rely on you.
15. After-a-meeting follow-up. Whether it’s a customer or a prospect, send an, “It was great getting together with you” message. To give it more impact, include something personal that the person mentioned during the meeting.
16. Remembering life events. Anyone can do birthdays, but it takes awareness to recognize other meaningful occasions such as a new job, a promotion, a significant accomplishment, anniversary, new home, birth of a child or grandchild, graduation, wedding, or loss of a loved one.
17. Something new or different. Most of us like to know about what’s new. If you have a new product or service, or have made a change, let customers in on it. Make it friendly and let them know how it can benefit them.
To keep your sales gassed up, keep pulling customers and prospects closer to you. Some salespeople may see it as taking too much time, while others will start and give up. Ignore them and keep moving forward.
John Graham of GrahamComm is a marketing and sales strategist-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
Stay up-to-date on the companies, people and issues that impact businesses in Syracuse, Central New York and beyond.