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How to Add Sprinkles to Your Service
Remember the famous sales line, “I can get it for you fast, good, or cheap; pick two”? Today’s customers want all three, plus they want it unique. When entrepreneur Candace Nelson introduced a 24-hour, sprinkles cupcake ATM that delivers customers a personalized cupcake in 15 seconds, it was more than a successful novelty. It was […]
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Remember the famous sales line, “I can get it for you fast, good, or cheap; pick two”? Today’s customers want all three, plus they want it unique. When entrepreneur Candace Nelson introduced a 24-hour, sprinkles cupcake ATM that delivers customers a personalized cupcake in 15 seconds, it was more than a successful novelty.
It was a metaphor for today’s customers.
The quest for value-unique emerges at the perfect time when value-added — taking what customers expect and adding more — has gotten pricey for retailers. While there are some finite ways for generous addition, there are unlimited ways for unexpected ingenuity. Customers may come in for fast, good, and cheap; but they come back for unique. Consider this: customers do not comment or tweet about good service anymore, only service that takes their breath away. Here is a recipe for adding sprinkles to your customers’ experiences.
1. Pay attention to the people important to your customers
Miller Brothers, an upscale men’s clothing store in Atlanta, put a large colorful gumball machine on a table at the store entrance. Beside it was placed a large bowl of pennies. Guess where junior goes while dad is getting fitted for trousers. Guess which men’s store is the buzz at cocktail parties. Sales are up for the store “with the gumball machine.” Don’t make your customers have to wear an “Ask Me About My Granddaughter” button for you to affirm who matters to them.
2. Put a cherry on top of great service
Hotel Monaco is a medium-priced hotel. It seeks to enchant business-traveling guests with quirky additions. The bathrobe is not boring white; it is leopard or zebra skin print. Guests can have a goldfish in their room (taken care of by the housekeeper). And, instead of the proverbial mint on the pillow at turndown, guests find on their pillow an unexpected treat (a foreign coin, a flower, a lottery ticket, or who knows what).
3. Be the icing on your customer’s cake
Nicholson-Hardie is a nursery and garden center in Dallas known as the “garden center with the cats.” Why? Lounging on top of the large check-out, you will encounter one of two large calico cats. Beside the cats is a business card holder with their business cards: Frankie Cat and Sammie Cat. And, their job title? The Rat Pack! Ask any customer about the garden center and the cats will be a part of the reported charm.
4. Let your customers “Lick the Beaters”
Matt Garofaio, owner of the Oconee Cellar near Lake Oconee, Georgia, decided to have a well-known bourbon brewery in Kentucky create for him a signature bourbon to sell in his store. The brewery concocted five distinctive options sent to Matt, each in a clear, numbered bottle. Now, how do you think Matt chose his special brand of nectar? He invited his best customers to taste-test each of the five bourbons and register their preference. So, how many customers do you think will place orders for their “co-created” beverage? Customers will care when they share.
5. Let your customers borrow a cup of sugar
Customers love to be trusted. The manager of the Overland Park, Kansas First Watch Restaurant purchased a large supply of umbrellas for his customers who might have to cope with an unexpected rain shower after dining. Attaching his business card to each one, he put them in a large container at the front door along with a sign that read: “If you need an umbrella, please take one. If you bring it back, we’ll give you a free cup of coffee.” According to the store manager, almost every customer returns the borrowed umbrella. Look for ways to make service feel genuinely neighborly, not conveniently store-bought.
6. Always add an extra helping
A customer finished his breakfast at the restaurant of the Park Inn, west of Harrisburg, Pennsylvania. It had been peaceful and tasty with superior service from his waitress, Sandy. Folding his newspaper, he requested his check. And then, it happened. Sandy brought his check along with a complimentary go cup of coffee fixed the way he liked it. “This is great!” the customer exclaimed. “You have no idea how much I needed coffee to go today.” That is the point — “sprinkles” were added to his experience. Sandy smiled, winked, and responded, “It’s our gift to you.”
Innovative service is unexpected, off-the-beaten path service. It delights because it is distinctive, not just excellent. It creates a story because it touches customers in ways that good service can never do. Put sprinkles on your customers’ experiences and watch their loyalty grow, right along with your bottom line.
Chip Bell is a customer-service keynote speaker and author of several national bestselling books. His newest book is “Sprinkles: Creating Awesome Experiences Through Innovative Service.” Contact him at chip@chipbell.com or visit: www.chipbell.com
Who are Politicians Really Serving? Hint: It’s Not Us
What happened? Did earthquakes churn Europe into rubble? Did the Plague descend upon Britain? Did skyscrapers topple? Did the Queen scamper naked around Piccadilly Circus? Europeans are screaming at the Brits. Calling them everything but Nazis. Half the British are screaming at the other half. In fact, calling them Nazis. What cataclysmic event has brought
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What happened?
Did earthquakes churn Europe into rubble? Did the Plague descend upon Britain? Did skyscrapers topple? Did the Queen scamper naked around Piccadilly Circus?
Europeans are screaming at the Brits. Calling them everything but Nazis. Half the British are screaming at the other half. In fact, calling them Nazis. What cataclysmic event has brought about such rancor?
The people said no.
What do you mean?
Politicians asked Brits if they wanted to stay in the European Union. They voted no.
Is that all?
That’s all.
Well, over on this side of the pond, what happened with the Republicans? Leading Republicans call other party members racists and ignorant and stupid. Big-time Republicans are apoplectic. They will spurn the party’s convention. Some, like George Will, are quitting the party. Some call for Republicans to work against their presidential candidate, Donald Trump. Yes, some big Republicans actually want Hillary Clinton to win.
What on earth is going on?
The people voted.
Is that all?
That’s all.
Seventeen candidates vied for their votes in the GOP primaries and caucuses. Republican voters chose a guy the leaders did not like. The people voted for The Donald in record numbers.
So with both Britain and America, what is going on here? Presidents and prime ministers told people how to vote. World Bank leaders, top economists, party leaders, and commentators and columnists told the people how to vote. Experts and billionaires, CEOs, and astrologists, movie stars, and the elite of every stripe told the people how to vote.
But the people voted otherwise.
All this upset and name calling is nothing more than sour grapes. I take that back. It is more than sour grapes. It is more than their embarrassment. It is that an army of elite, important people think the people are peons. Anyone who disagrees with these elites are peons and morons — in their eyes they are.
George Soros knows how the world should be run. Richard Branson knows too. If we don’t vote the way they know we should vote, they assure us we are ignoramuses. They reckon the UK government should ignore that the people voted to leave the EU. President Obama also thought he knew what is best for the Brits. He went to London to tell them so.
Obama also swears he knows what is best for us in health care. Never, not once, has a majority of the American people agreed with him. They don’t know anything, he says. I know better than they do, he believes.
Barack and Hillary also say they know what is best for us when it comes to Benghazi. They concocted lies about it, because they know what we should hear. They lied. They ordered others to lie. Yes, lie to the peons.
Our leaders lie to us about how the IRS abuses taxpayers. They lie to us about how the VA abuses our veterans. They sneak regulations into force that they know the people would oppose. Doesn’t matter. We are only peons.
All of this inspires a question that just won’t go away. We are peons in the eyes of the elites. They make that clear. So, if our leaders are not beholden to us, the peons, to whom are they beholden? Who pulls their strings?
We had a Congress impose an onerous health-care system upon people who did not want it. Big majorities did not want it. So who were the legislators beholden to?
Certainly not the people.
We are regularly treated to laws a majority of us don’t want. We are battered by regulations that a majority of us don’t want.
Various European countries will not let their voters decide if they want to stay in the EU. Because polls tell them majorities want out.
In all these cases, leaders are not doing the bidding of the people. So, whose bidding are they doing?
From Tom…as in Morgan.
Tom Morgan writes about political, financial, and other subjects from his home near Oneonta. Several upstate radio stations carry his daily commentary, Tom Morgan’s Money Talk. Contact him at tomasinmorgan.com
Time to reevaluate the START-UP NY program and its future
The START-UP NY report badly missed its deadline and the program is completely missing its goals. Taxpayers have invested millions of dollars to promote a job-creation initiative that has turned out to be long on promises but woefully short on actual jobs. With only 332 jobs created in 2015, it is time to reevaluate the
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The START-UP NY report badly missed its deadline and the program is completely missing its goals. Taxpayers have invested millions of dollars to promote a job-creation initiative that has turned out to be long on promises but woefully short on actual jobs.
With only 332 jobs created in 2015, it is time to reevaluate the START-UP NY program and its future. Despite political rhetoric and false “Open for Business” claims, this program is not working for communities across the state. If START-UP NY was truly effective, New Yorkers would not have waited three months for an update and details would not have been secretly posted on a website late on a Friday afternoon.
Multi-million-dollar advertising campaigns can’t sell START-UP and can’t mask the fact that New York’s oppressive business climate — made even worse during the 2016 legislative session — prohibits true economic growth.
Job creation and economic development will never be realized through gimmicks, casinos, or grant programs that choose winners and losers. New York needs serious policy reforms that reduce onerous regulations and lessen the burden of taxes and fees that stifle success and opportunity.
Brian M. Kolb (R, I, C–Canandaigua) is the New York Assembly Minority Leader and represents the 131st Assembly District, which encompasses all of Ontario County and parts of Seneca County. Contact him at kolbb@assembly.state.ny.us. This editorial is drawn from a statement his office issued on July 1.

Dale Carnegie Training of CNY announced JULIE BILLINGS has joined as a training advisor. She will work with clients throughout the Syracuse, Binghamton, Ithaca, and Elmira areas. Billings is a strategic and creative-development consultant with 19 years’ experience. She has served on many local and regional committees and boards of directors. Billings holds an MBA
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Dale Carnegie Training of CNY announced JULIE BILLINGS has joined as a training advisor. She will work with clients throughout the Syracuse, Binghamton, Ithaca, and Elmira areas. Billings is a strategic and creative-development consultant with 19 years’ experience. She has served on many local and regional committees and boards of directors. Billings holds an MBA from Strayer University and a bachelor’s degree in international relations from Syracuse University.
Contact The Business Journal News Network at news@cnybj.com
Annese & Associates, Inc. has hired GARRETT RAYMOND to provide hands-on installation and support of its technology products and design client data center and virtualization products. He previously worked as a systems administrator II with NBT Bank. Raymond has a bachelor’s degree in history and computer science from SUNY Fredonia. MIKE FAY has joined Annese
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Annese & Associates, Inc. has hired GARRETT RAYMOND to provide hands-on installation and support of its technology products and design client data center and virtualization products. He previously worked as a systems administrator II with NBT Bank. Raymond has a bachelor’s degree in history and computer science from SUNY Fredonia.
MIKE FAY has joined Annese as a business-development director. He has spent the last 12 years working as the CTO/director for Oneida-Cortland-Madison BOCES/Central NY Regional Information Center. Fay will work closely with Annese’s education accounts on security and managed services.
MARK SMOROL has been hired as an SQL developer. He was previously a business analyst with Aspen Dental Management Inc. Smorol has a bachelor’s degree in business administration from SUNY Albany.
Contact The Business Journal News Network at news@cnybj.com

Licensed real-estate salesperson, LAURIE KUSHNER, has joined HUNT Real Estate ERA at its Manlius office. In addition to her real-estate knowledge, she is a certified personal trainer, cancer exercise specialist, and a 4th degree black belt in Tae Kwon Do. Contact The Business Journal News Network at news@cnybj.com
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Licensed real-estate salesperson, LAURIE KUSHNER, has joined HUNT Real Estate ERA at its Manlius office. In addition to her real-estate knowledge, she is a certified personal trainer, cancer exercise specialist, and a 4th degree black belt in Tae Kwon Do.
Contact The Business Journal News Network at news@cnybj.com

VELDIN MISKIC has joined Pyramid Brokerage Company after holding several retail management positions in business operations and sales. He previously worked in a variety of industries including insurance, consumer products, and advertising. Miskic graduated with a bachelor’s degree in business administration from SUNY Polytechnic Institute and also attended the Manfred Real Estate Learning Center. Contact The
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VELDIN MISKIC has joined Pyramid Brokerage Company after holding several retail management positions in business operations and sales. He previously worked in a variety of industries including insurance, consumer products, and advertising. Miskic graduated with a bachelor’s degree in business administration from SUNY Polytechnic Institute and also attended the Manfred Real Estate Learning Center.
Contact The Business Journal News Network at news@cnybj.com
KORRIE OLSZEWSKI has joined the advance local sales manager team at Syracuse Media Group as an account executive. She has a bachelor’s degree in communications from SUNY Cortland. Prior to her new role, she was a senior brand strategist at Terakeet for more than two years. SONNY GOLDBAUM has also joined the advance local sales
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KORRIE OLSZEWSKI has joined the advance local sales manager team at Syracuse Media Group as an account executive. She has a bachelor’s degree in communications from SUNY Cortland. Prior to her new role, she was a senior brand strategist at Terakeet for more than two years.
SONNY GOLDBAUM has also joined the advance local sales manager team at Syracuse Media Group as an account executive. He has a master’s degree in broadcasting and mass communications from SUNY Oswego. Prior to his new role, Goldbaum was a graduate assistant at Twentieth Television (21st Century Fox Division) from May 2015 to June 2016.
Contact The Business Journal News Network at news@cnybj.com
MELISSA MENON has joined Darco Manufacturing Inc. as talent/community engagement manager. Previously, she was the director of college and career access at On Point for College Inc. Menon brings more than 10 years of counseling know-how and experience developing and implementing programs and services in education and workforce access. Menon will continue to serve On
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MELISSA MENON has joined Darco Manufacturing Inc. as talent/community engagement manager. Previously, she was the director of college and career access at On Point for College Inc. Menon brings more than 10 years of counseling know-how and experience developing and implementing programs and services in education and workforce access. Menon will continue to serve On Point for College as a member of the Jobs Advisory Council.
Contact The Business Journal News Network at news@cnybj.com

MARTIN HARRISON has joined Preferred Mutual Insurance Company as a statistical modeler. He brings nearly seven years of data experience to Preferred, most recently serving as a statistics educator at Syracuse University. Harrison earned a bachelor’s degree in mathematics from California Polytechnic State University – San Luis Obispo and a Ph.D. in mathematics from the
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MARTIN HARRISON has joined Preferred Mutual Insurance Company as a statistical modeler. He brings nearly seven years of data experience to Preferred, most recently serving as a statistics educator at Syracuse University. Harrison earned a bachelor’s degree in mathematics from California Polytechnic State University – San Luis Obispo and a Ph.D. in mathematics from the University of California, Santa Barbara.
Contact The Business Journal News Network at news@cnybj.com
Stay up-to-date on the companies, people and issues that impact businesses in Syracuse, Central New York and beyond.