Home 2013 December (Page 2)
Bankruptcies Departments

The following bankruptcy petitions were recently filed in U.S. Bankruptcy Court. Readers should confirm all information with the court.

ACS, Inc.
Architectural Construction
Tavernia, Lee Francis
PO Box 254
East Otis, MA 01029
Chapter: 7
Filing Date: 11/13/13

Arruda, Edmund S.
Arruda, Laura B.
572 Old Stage Road
Ashfield, MA 01330
Chapter: 7
Filing Date: 10/23/13

Asante, Lana
6 Acton St.
Wilbraham, MA 01095
Chapter: 7
Filing Date: 11/06/13

Barnett, Mychael
14 Berkeley St.
Springfield, MA 01109
Chapter: 13
Filing Date: 10/22/13

Baum, Alan L.
30 Miller Road
Southwick, MA 01077
Chapter: 7
Filing Date: 10/31/13

Bedore, John P.
262 Amostown Road
West Springfield, MA 01089
Chapter: 13
Filing Date: 10/31/13

Bielunis, Alexander John
8 Sequoia Dr.
Holyoke, MA 01040
Chapter: 7
Filing Date: 11/12/13

Bixby, Jane C.
372 Page Blvd.
Springfield, MA 01104
Chapter: 7
Filing Date: 10/25/13

Boucher, Robin M.
245 Sand Springs Road
Williamstown, MA 01267
Chapter: 7
Filing Date: 11/01/13

Bresnahan, Alyssa M.
P.O. Box 464
Holyoke, MA 01041
Chapter: 7
Filing Date: 10/31/13

Brooks, Tara M.
999 Hampden St.
Holyoke, MA 01040
Chapter: 7
Filing Date: 11/14/13

Brown, Donna M.
16 Lawndale St.
Springfield, MA 01108
Chapter: 7
Filing Date: 11/11/13

Butler, George W.
Butler, Esther A.
PO Box 25
Oakham, MA 01068
Chapter: 7
Filing Date: 10/30/13

Campbell, Lori A.
44 May Hill Road
Monson, MA 01057
Chapter: 13
Filing Date: 10/22/13

Caney, Verna M.
269 Stony Hill Road
Apt. G3-108
Wilbraham, MA 01095
Chapter: 7
Filing Date: 10/28/13

Cassidy, Mary Catherine
44 Maple St. #1
Florence, MA 01062
Chapter: 7
Filing Date: 10/29/13

Collins, Todd W.
653 Russell Road
Westfield, MA 01085
Chapter: 7
Filing Date: 11/05/13

Core Fitness
St. Sauveur, John
27 Chapin Circle
Ludlow, MA 01056
Chapter: 7
Filing Date: 10/22/13

Crespo Negron, Carlos Alverto
Baez Alvarado, Maritza
134 Union St. Apt 35
Westfield, MA 01085
Chapter: 7
Filing Date: 10/21/13

Crow, Karen A.
a/k/a Moorhouse, Karen
394 Chapin St.
Apartment 12
Ludlow, MA 01056
Chapter: 7
Filing Date: 11/06/13

DAS Construction
Stein, Yanir
a/k/a Stein Schabes, Yanir
Ban Stein, Rachel Ina
Stein, Rachel
18 Fort Hill Road
Haydenville, MA 01039
Chapter: 7
Filing Date: 10/25/13

Daviau, David E.
111 Adelaide Ave.
Pittsfield, MA 01201
Chapter: 7
Filing Date: 10/18/13

DeJesus, Erica Ann-Marie
a/k/a Williamsen, Erica Ann-Marie
74 Newhall St.
Springfield, MA 01109
Chapter: 7
Filing Date: 10/29/13

Dembinske, Paula
53 Beacon St.
Greenfield, MA 01301
Chapter: 7
Filing Date: 10/25/13

Depalma, Brooke N.
56 Elm St.
Hatfield, MA 01038
Chapter: 7
Filing Date: 10/31/13

Drinkwine, Kathy A.
118 Kensington Ave.
Springfield, MA 01119
Chapter: 7
Filing Date: 11/11/13

Dufraine, Tammy J.
77 Skyridge Dr.
Springfield, MA 01102
Chapter: 7
Filing Date: 10/31/13

Faulkner, Donald W.
4 Marshall St.
Turners Falls, MA 01376
Chapter: 13
Filing Date: 11/09/13

Fehily, Thomas G.
Fehily, Kathryn M.
23 Tom St.
Feeding Hills, MA 01030
Chapter: 7
Filing Date: 10/21/13

Fila, Christopher E.
1331 East Columbus Ave.
Springfield, MA 01105
Chapter: 7
Filing Date: 11/08/13

Flahive, Ted M.
105 Amherst Road
South Hadley, MA 01075
Chapter: 7
Filing Date: 10/24/13

Flis, John M.
Flis, Helen E.
670 Pendleton Ave.
Chicopee, MA 01020
Chapter: 7
Filing Date: 10/31/13

Fortier, Jean R.
76 Mitchell Dr.
Chicopee, MA 01022
Chapter: 7
Filing Date: 11/13/13

Francisco, Pascual M.
P.O. Box 1089
Great Barrington, MA 01230
Chapter: 13
Filing Date: 11/01/13

Gentile, Dominick Joseph
Gentile, Lori Jean
359 South Branch Parkway
Springfield, MA 01118
Chapter: 7
Filing Date: 10/28/13

Germain, Jeffery L.
29 Agnes St.
Springfield, MA 01118
Chapter: 7
Filing Date: 10/22/13

Gibbons, Matthew S.
159 Pleasant St.
Uxbridge, MA 01569
Chapter: 7
Filing Date: 10/17/13

Gilliam, Thomas F.
Gilliam, Jessica R.
a/k/a Shaw, Jessica
a/k/a Tower, Jessica
P.O. Box 87
Lee, MA 01260
Chapter: 7
Filing Date: 11/08/13

Girly’s Grill Inc.
Lind, Loribeth
11 Valley View Heights
Monson, MA 01057
Chapter: 7
Filing Date: 10/21/13

Glace, Andrew J.
97 Van Meter Dr.
Amherst, MA 01002
Chapter: 13
Filing Date: 10/20/13

Gomes, Victor G.
Gomes, Jennifer J.
42 Kittredge Dr.
Westfield, MA 01085
Chapter: 13
Filing Date: 10/31/13

Gornall, Justin M.
Gornall, Theresa A.
5 Ingersoll Dr.
Westfield, MA 01085
Chapter: 7
Filing Date: 10/17/13

Green, Gordon C.
7 Nelson St.
North Adams, MA 01247
Chapter: 7
Filing Date: 11/14/13

Griffin, Brian Patrick
7 Evangeline Dr.
Wilbraham, MA 01095
Chapter: 7
Filing Date: 11/12/13

Hampshire Computer Service
Brosseau, Daryl W.
6 Parc Place Apt. 7
Southampton, MA 01073
Chapter: 7
Filing Date: 10/24/13

Hanson, Deanna H.
8 Acorn St.
East Longmeadow, MA 01028
Chapter: 7
Filing Date: 10/25/13

Harrington, Brian K.
10 Lakewood Dr.
Pittsfield, MA 01201
Chapter: 7
Filing Date: 11/15/13

Heston, Cheryl A.
35 Hadely Road, Apt. 222
Sunderland, MA 01375
Chapter: 7
Filing Date: 10/25/13

Heywood, David
PO Box 675
Hadley, MA 01035
Chapter: 7
Filing Date: 10/29/13

Hill, Stephen T.
4 Warren Road
Wilbraham, MA 01095
Chapter: 7
Filing Date: 11/08/13

Jarvis, Richard T.
62 Thornton St.
Springfield, MA 01104
Chapter: 7
Filing Date: 11/01/13

Jones, Jacque L.
P.O. Box 63
Great Barrington, MA 01230
Chapter: 7
Filing Date: 10/17/13

Jose, Ramon E.
25 Talcott Ave.
Springfield, MA 01107
Chapter: 7
Filing Date: 10/24/13

Jozefowicz, Lynn A.
120 Acrebrook Dr.
Chicopee, MA 01020
Chapter: 7
Filing Date: 10/24/13

Jurczyk, Thomas J.
97 Simonich Circle
Chicopee, MA 01013
Chapter: 7
Filing Date: 11/04/13

Kelleher, Timothy G.
Kelleher, Louise D.
33 Pleasantview Ave.
Longmeadow, MA 01106
Chapter: 7
Filing Date: 10/17/13

Kenyon, Mary-Lou J.
a/k/a Dronzek, Marylou J.
a/k/a Kenyon, Marylou
a/k/a Dronzek, Marylou
2038 Oak St.
Three Rivers, MA 01080
Chapter: 7
Filing Date: 10/28/13

Kingsbury, James R.
7 Sefton Dr.
Southwick, MA 01077-9746
Chapter: 13
Filing Date: 10/30/13

Kokoski, Christine Lucia
358 River Dr.
Hadley, MA 01035
Chapter: 7
Filing Date: 10/29/13

Kumiega, Amber R.
51A Oak St.
Ludlow, MA 01056
Chapter: 7
Filing Date: 10/25/13

LaFountain, Donna J.
439 Crane Ave., Apt. #4
Pittsfield, MA 01201
Chapter: 7
Filing Date: 11/06/13

Lane, Allison T.
47 Emmet St.
Chicopee, MA 01020
Chapter: 7
Filing Date: 10/24/13

Lasorsa, Anthony J.
Lasorsa, Laura M.
10 Gary Place
Feeding Hills, MA 01030
Chapter: 7
Filing Date: 10/29/13

Lavelle, Sandra G.
28 Russell St.
Greenfield, MA 01301
Chapter: 7
Filing Date: 11/13/13

Lenkowski, Farilyn E.
25 Strong St.
Easthampton, MA 01027
Chapter: 7
Filing Date: 10/19/13

Leonard, Joseph Robert
8C Elm St.
South Deerfield, MA 01373
Chapter: 7
Filing Date: 10/21/13

Lockwood, Lydia E.
148 Riviera Dr.
Agawam, MA 01001
Chapter: 7
Filing Date: 10/29/13

Manzi, Philip
100 Beech St.
Holyoke, MA 01040
Chapter: 7
Filing Date: 11/15/13

Manzi, Diane M.
11 Buckingham Drive
Southwick, MA 01077
Chapter: 7
Filing Date: 11/15/13

Marie, Leticia
99 Lawrence St.
Palmer, MA 01069
Chapter: 7
Filing Date: 11/14/13

Martinez, Margarita
116 Barre St.
Springfield, MA 01119
Chapter: 7
Filing Date: 10/29/13

Marusarz, Laurie J.
240 Lenox Ave.
Pittsfield, MA 01201
Chapter: 7
Filing Date: 11/15/13

Masterjohn, Nicholas
Masterjohn, Ligia
10 Burbank Ave.
Warren, MA 01083
Chapter: 7
Filing Date: 10/24/13

McLean, Bruce T.
McLean, Dawn L.
111 Stevenson St.
Springfield, MA 01119
Chapter: 7
Filing Date: 10/29/13

Mieltowski, John S.
PO Box 686
Palmer, MA 01069
Chapter: 7
Filing Date: 10/17/13

Miner, Bradford L.
Miner, Virginia P.
a/k/a Perrier, Virginia L.
PO Box 1176
Warren, MA 01083
Chapter: 7
Filing Date: 11/01/13

Molina, Marisol
a/k/a Molina, Marie D.
18 Littleton St.
Springfield, MA 01104
Chapter: 7
Filing Date: 11/13/13

Morrow, James M.
34 Cross Road
Hampden, MA 01036
Chapter: 7
Filing Date: 10/21/13

Murray, Velikia V.
33 Massachusetts Ave.
Springfield, MA 01109
Chapter: 13
Filing Date: 10/30/13

Nolin, Jennifer
P.O. Box 39
Warren, MA 01083
Chapter: 7
Filing Date: 10/23/13

O’Neil, Todd M.
34 Nantasket St.
Springfield, MA 01129
Chapter: 7
Filing Date: 11/07/13

Opalenik, Stephen
5 Bach Lane
South Hadley, MA 01075
Chapter: 13
Filing Date: 11/03/13

Orr, Sterling W.
146 Sawmill Road
Springfield, MA 01118
Chapter: 13
Filing Date: 11/01/13

Parker, Roger
29 Cambridge St.
Springfield, MA 01109
Chapter: 7
Filing Date: 10/31/13

Pelletier, Lori A.
34 Cross Road
Hampden, MA 01036
Chapter: 7
Filing Date: 10/21/13

Pennell, Daisy C.
2 Carver St.
Granby, MA 01033
Chapter: 7
Filing Date: 10/25/13

Perez, Evelyn E.
5 Belli Dr.
Wilbraham, MA 01095
Chapter: 7
Filing Date: 11/14/13

Rafferty, Maureen
139 New Ludlow Road
Granby, MA 01033
Chapter: 7
Filing Date: 10/26/13

Roberts, Darryll T.
152 Casey Dr.
Chicopee, MA 01020
Chapter: 7
Filing Date: 10/31/13

Rodriguez, Cesar Guillermo
124 Kirkland Ave.
Ludlow, MA 01056
Chapter: 7
Filing Date: 11/06/13

Rose, Kathleen P.
16B Hampshire Heights
Northampton, MA 01060
Chapter: 7
Filing Date: 11/13/13

Rouillard, Roger J.
Rouillard, Shannon A.
a/k/a Zachary, Shannon
20 Ward St.
Chicopee, MA 01020
Chapter: 7
Filing Date: 10/31/13

Rovatti-Leonard, Angela Eileen
8C Elm St.
South Deerfield, MA 01373
Chapter: 7
Filing Date: 10/21/13

Ruddeforth, Thomas H.
Ruddeforth, Debra J.
468 Amostown Road
West Springfield, MA 01089
Chapter: 7
Filing Date: 11/12/13

Russell, Sharon L.
298 School St.
Athol, MA 01331
Chapter: 7
Filing Date: 11/10/13

Russo, Gasparino M.
Russo, Christine M.
214 Lawton St
Ludlow, MA 01056
Chapter: 7
Filing Date: 10/22/13

Salem, Joseph G.
65 Westfield Road
Holyoke, MA 01040
Chapter: 7
Filing Date: 11/04/13

Salgado-Agosto, William
372 Linden St.
Holyoke, MA 01040
Chapter: 7
Filing Date: 10/21/13

Santaniello, Catherine V.
7 Plumtree Circle
Springfield, MA 01118
Chapter: 7
Filing Date: 10/24/13

Santiago, Joanne
70 Broadway St., Apt 1
Chicopee, MA 01020
Chapter: 7
Filing Date: 11/06/13

Sayles, Kimberly A.
a/k/a Childs, Kimberly A.
139 Elm St.
Hatfield, MA 01038
Chapter: 7
Filing Date: 10/29/13

Serrato, Joseph V.
Serrato, Kathleen S.
10 Town Farm Road
Monson, MA 01057
Chapter: 7
Filing Date: 11/05/13

Sivard, Michelle F.
264 Huntington Road
Chester, MA 01011
Chapter: 7
Filing Date: 10/28/13

Smith, Dakota L. Cotton
PO Box 60311
Longmeadow, MA 01116-0311
Chapter: 13
Filing Date: 10/18/13

Smith, Vincent Matthew
53 Sanford St.
Chicopee, MA 01013
Chapter: 7
Filing Date: 10/22/13

Snow, Brian J.
102 South Main Road
Otis, MA 01253
Chapter: 7
Filing Date: 11/08/13

St. Sauveur, Susan
319 West Ave
Ludlow, MA 01056
Chapter: 7
Filing Date: 10/22/13

Stanton, Leslea L.
906 George Carter Road
Becket, MA 01223
Chapter: 7
Filing Date: 11/01/13

Stone, Cindy C.
36 South St.
South Hadley, MA 01075
Chapter: 7
Filing Date: 11/14/13

Storer, Michael L.
Lafountain, Nancy R.
12 George St.
Greenfield, MA 01301
Chapter: 7
Filing Date: 11/06/13

Tatro, Timothy F.
20 Biltmore Ave.
North Adams, MA 01247
Chapter: 7
Filing Date: 11/07/13

Thayer, Virginia E.
786 Pleasant St.
Athol, MA 01331
Chapter: 7
Filing Date: 11/04/13

Thibault, Yvette
P.O. Box 1242
West Springfield, MA 01089
Chapter: 7
Filing Date: 10/30/13

Thomas, Jermey L.
64 West St.
Greenfield, MA 01301
Chapter: 7
Filing Date: 10/28/13

Thompson, Ronald W.
Thompson, Kim A.
117 Athol Road
Royalston, MA 01368
Chapter: 7
Filing Date: 11/04/13

Torres, Wilson
70 Walnut St., Apt. 70
Holyoke, MA 01040
Chapter: 7
Filing Date: 10/31/13

Trinidad, Felix R.
43 Bristol St.
Springfield, MA 01109
Chapter: 7
Filing Date: 10/31/13

Vallecillo, Jessica P.
84 Fuller St., Unit 12
Ludlow, MA 01056-2310
Chapter: 7
Filing Date: 10/24/13

Vancini, Mona A.
146 Kathleen St.
Springfield, MA 01119
Chapter: 13
Filing Date: 11/05/13

Vazquez, Angel J.
764 Allen St.
Springfield, MA 01118
Chapter: 7
Filing Date: 10/21/13

Watson, Richard W.
Watson, Ann E.
40 East Myrtle St.
Orange, MA 01364
Chapter: 7
Filing Date: 10/31/13

Wood, Brian C.
Wood, Amy
74 River St.
Bernardston, MA 01337
Chapter: 7
Filing Date: 10/23/13

Zina, Jovita B.
P.O. Box 148
Ludlow, MA 01056
Chapter: 7
Filing Date: 11/07/13

Departments Real Estate

The following real estate transactions (latest avail­able) were compiled by Banker & Tradesman and are published as they were received. Only transactions exceeding $115,000 are listed. Buyer and seller fields contain only the first name listed on the deed.

FRANKLIN COUNTY

ASHFIELD

81 Baptist Corner Road
Ashfield, MA 01330
Amount: $165,000
Buyer: Hoff FT
Seller: Scott G. Lesure
Date: 11/08/13

50 Whitney Acres
Ashfield, MA 01330
Amount: $180,000
Buyer: Scott G. Lesure
Seller: Whitney, Walter A. Jr., (Estate)
Date: 11/08/13

BERNARDSTON

78 Church St.
Bernardston, MA 01337
Amount: $265,000
Buyer: Celt C. Grant
Seller: Jacques A. Lamuniere
Date: 11/08/13

51 West Mountain Road
Bernardston, MA 01337
Amount: $120,000
Buyer: Keir IRT
Seller: Elizabeth L. Thurston
Date: 11/07/13

COLRAIN

340 Wilson Hill Road
Colrain, MA 01340
Amount: $300,000
Buyer: Jill Horton-Lyons
Seller: Priscilla A. Merritt
Date: 11/08/13

GILL

33 Atherton Road
Gill, MA 01354
Amount: $176,000
Buyer: Raymond E. Purington
Seller: Scott R. Miller
Date: 11/06/13

GREENFIELD

33 Birch St.
Greenfield, MA 01301
Amount: $145,000
Buyer: Susan K. Farber
Seller: Janet E. Robert
Date: 11/08/13

37 Congress St.
Greenfield, MA 01301
Amount: $170,000
Buyer: MBM Congress Street LLC
Seller: Paul E. Conway
Date: 11/06/13

77 Congress St.
Greenfield, MA 01301
Amount: $145,000
Buyer: MBM Congress Street LLC
Seller: Paul E. Conway
Date: 11/06/13

102 Thayer Road
Greenfield, MA 01301
Amount: $150,000
Buyer: David M. Hyde
Seller: Andre I. Melcuk
Date: 11/06/13

MONTAGUE

166 Avenue A
Montague, MA 01376
Amount: $135,000
Buyer: Stage 2 Enterprises Inc.
Seller: Dot & Dip LLC
Date: 11/07/13

40 Main St.
Montague, MA 01351
Amount: $135,000
Buyer: Eric J. Wapner
Seller: Donald R. Loveland
Date: 11/04/13

NORTHFIELD

34 East St.
Northfield, MA 01360
Amount: $173,000
Buyer: Christina A. Pike
Seller: Marian A. Holbrook RET
Date: 11/07/13

302 Warwick Road
Northfield, MA 01360
Amount: $182,000
Buyer: Jonathan T. Heydenreich
Seller: Corinne Burnham
Date: 11/08/13

SHUTESBURY

24 Lake Dr.
Shutesbury, MA 01072
Amount: $173,000
Buyer: Kent A. Whitney
Seller: David Mitchell
Date: 11/07/13

HAMPDEN COUNTY

AGAWAM

533 Mill St.
Agawam, MA 01030
Amount: $185,000
Buyer: Mikhail Ashlaban
Seller: Mercadante, Gaetano L., (Estate)
Date: 11/07/13

188 South Westfield St.
Agawam, MA 01030
Amount: $196,000
Buyer: Ilya Shamir
Seller: Christopher Petropoulos
Date: 11/08/13

24 Zacks Way
Agawam, MA 01001
Amount: $389,300
Buyer: George F. Hagan
Seller: T. Russo Construction Corp.
Date: 11/08/13

CHICOPEE

24 Beesley Ave.
Chicopee, MA 01013
Amount: $154,000
Buyer: Meghan K. Sullivan
Seller: Robert Nowicki
Date: 11/06/13

461 East St.
Chicopee, MA 01020
Amount: $145,000
Buyer: Vincent Moreira
Seller: Robert E. Dupuis
Date: 11/08/13

EAST LONGMEADOW

45 Deer Park Dr.
East Longmeadow, MA 01028
Amount: $375,000
Buyer: GB Real Estate LLC
Seller: Raymond C. Legary
Date: 11/07/13

41 Evergreen Dr.
East Longmeadow, MA 01028
Amount: $475,000
Buyer: Corey R. Lucier
Seller: John C. Tranghese
Date: 11/04/13

42 Gates Ave.
East Longmeadow, MA 01028
Amount: $138,087
Buyer: FNMA
Seller: Jason G. Peskurich
Date: 11/04/13

Industrial Dr.
East Longmeadow, MA 01028
Amount: $260,000
Buyer: East Longmeadow Self Storage
Seller: Rugby Properties LLC
Date: 11/05/13

17 Maynard St.
East Longmeadow, MA 01028
Amount: $181,000
Buyer: Ming Chen
Seller: Richard M. Quackenbush
Date: 11/04/13

25 Parker St.
East Longmeadow, MA 01028
Amount: $240,000
Buyer: Bruce B. Bouchard
Seller: Bernadette Haskins
Date: 11/08/13

162 Pease Road
East Longmeadow, MA 01028
Amount: $407,000
Buyer: Gary S. Allen
Seller: Favorita Realty LLC
Date: 11/08/13

178 Vineland Ave.
East Longmeadow, MA 01028
Amount: $175,510
Buyer: FNMA
Seller: Barbara L. Punis
Date: 11/08/13

HOLYOKE

23 Gary Dr.
Holyoke, MA 01040
Amount: $235,000
Buyer: Peter J. Higgins
Seller: Helen T. Shea
Date: 11/07/13

67 Lynch Dr.
Holyoke, MA 01040
Amount: $175,000
Buyer: Martin J. Bryant
Seller: Patrick T. McKenna
Date: 11/08/13

24 Thomas Ave.
Holyoke, MA 01040
Amount: $173,697
Buyer: FNMA
Seller: Amanda K. Ezold
Date: 11/07/13

21 Vadnais St.
Holyoke, MA 01040
Amount: $277,000
Buyer: Patrick McKenna
Seller: Mary A. McDonough
Date: 11/08/13

LONGMEADOW

53 Bel Air Dr.
Longmeadow, MA 01106
Amount: $225,000
Buyer: James J. Fitzgerald
Seller: Mary Kelleher
Date: 11/08/13

93 Green Willow Dr.
Longmeadow, MA 01106
Amount: $305,000
Buyer: Marc J. Zerbe
Seller: Glazier, Ruth E., (Estate)

158 Wenonah Road
Longmeadow, MA 01106
Amount: $296,000
Buyer: Stewart E. Creelman
Seller: Barbara H. Armstrong
Date: 11/04/13

41 Woolworth St.
Longmeadow, MA 01106
Amount: $220,000
Buyer: Matthew J. Miranda
Seller: Joseph E. Pelletier
Date: 11/04/13

LUDLOW

209 Alden St.
Ludlow, MA 01056
Amount: $235,000
Buyer: Cheryl A. Misterka
Seller: Susan M. Moffett
Date: 11/07/13

Rosewood Dr. #2
Ludlow, MA 01056
Amount: $118,000
Buyer: George D. Rosa
Seller: Rosewood Meadows Inc.
Date: 11/05/13

385 West St.
Ludlow, MA 01056
Amount: $145,000
Buyer: Jessica Bashaw
Seller: RRR Homes LLC
Date: 11/06/13

128 Williams St.
Ludlow, MA 01056
Amount: $225,000
Buyer: Sally A. Zielinski
Seller: Maria Carvalho
Date: 11/05/13

MONSON

147 Bumstead Road
Monson, MA 01057
Amount: $200,000
Buyer: Rahkonen IRT
Seller: John N Rahkonen
Date: 11/06/13

Macomber Road #MULTI
Monson, MA 01057
Amount: $1,881,000
Buyer: Sune Monson 1 LLC
Seller: John M. Arooth
Date: 11/04/13

73 Woodhill Road
Monson, MA 01057
Amount: $273,000
Buyer: Katherine Silver
Seller: Costello, John D. Sr., (Estate)
Date: 11/08/13

PALMER

3013 Pleasant St.
Palmer, MA 01069
Amount: $182,500
Buyer: David R. O’Keefe
Seller: John Sullivan
Date: 11/08/13

SPRINGFIELD

48 Bevier St.
Springfield, MA 01107
Amount: $146,714
Buyer: Timothy V. Flouton
Seller: Stanley S. Wiater
Date: 11/08/13

343 Evergreen Road
Springfield, MA 01119
Amount: $127,000
Buyer: Thomas Belliveau
Seller: Noreen P. Collett
Date: 11/04/13

5 Fayette St.
Springfield, MA 01118
Amount: $150,000
Buyer: Jean E. Frazier
Seller: Thomas P. Libiszewski
Date: 11/07/13

100 Garvey Dr.
Springfield, MA 01109
Amount: $130,000
Buyer: Anibal C. Rivera
Seller: Charles R. Calabrese
Date: 11/05/13

72 Melville St.
Springfield, MA 01104
Amount: $129,500
Buyer: Maria D. Ramos
Seller: Richard Harty
Date: 11/08/13

86 Paulk Ter.
Springfield, MA 01128
Amount: $206,369
Buyer: FNMA
Seller: Celia E. Lacroix
Date: 11/08/13

1570 Plumtree Road
Springfield, MA 01119
Amount: $150,360
Buyer: FNMA
Seller: Esther Fletcher-Cruz
Date: 11/08/13

204 Roosevelt Ave.
Springfield, MA 01118
Amount: $145,400
Buyer: Laurie J. Thomas
Seller: Gilmore, Diana M., (Estate)
Date: 11/08/13

85 Shady Brook Lane
Springfield, MA 01118
Amount: $122,000
Buyer: Justin D. Roberts
Seller: Clifford W. Zimmer
Date: 11/05/13

254 Shawmut St.
Springfield, MA 01108
Amount: $125,500
Buyer: Daniel C. Hankins
Seller: Lakeisha Norris
Date: 11/05/13

95 Upton St.
Springfield, MA 01104
Amount: $167,505
Buyer: Citimortgage Inc.
Seller: Elizabeth A. Focosi
Date: 11/05/13

SOUTHWICK

111 Feeding Hills Road
Southwick, MA 01077
Amount: $168,500
Buyer: Michael Abelin
Seller: Joseph T. Legein
Date: 11/07/13

13 Hunters Ridge Circle
Southwick, MA 01077
Amount: $340,000
Buyer: Eric A. Ellison
Seller: Cheryl C. Clapprood
Date: 11/07/13

7 Tammy Lane
Southwick, MA 01077
Amount: $213,000
Buyer: William J. Chapman
Seller: Keith J. Mead
Date: 11/07/13

WALES

37 Shore Dr.
Wales, MA 01081
Amount: $189,000
Buyer: Matthew J. Meldrim
Seller: Walter Wallace
Date: 11/05/13

WESTFIELD

11 Carole Ave.
Westfield, MA 01085
Amount: $158,000
Buyer: Ryan A. Schnopp
Seller: Margaret P. Schnopp
Date: 11/08/13

31 Crown St.
Westfield, MA 01085
Amount: $157,500
Buyer: William Foxe
Seller: Dawn Blanchette-Labarre
Date: 11/04/13

273 Paper Mill Road
Westfield, MA 01085
Amount: $232,000
Buyer: Benjamin L. Quackenbush
Seller: Donald S. Bozek
Date: 11/07/13

480 Southampton Road
Westfield, MA 01085
Amount: $200,000
Buyer: Rui M. Baltazar
Seller: Kelemen, Renate H., (Estate)
Date: 11/07/13

422 Southwick Road
Westfield, MA 01085
Amount: $152,500
Buyer: Matthew E. Fontanilles
Seller: Richard J. Armstrong
Date: 11/08/13

99 Springfield Road
Westfield, MA 01085
Buyer: N&J LLC
Seller: Balise Automotive Realty LP
Date: 11/08/13

48 Yankee Circle
Westfield, MA 01085
Amount: $245,807
Buyer: FNMA
Seller: Katherine A. Godbout
Date: 11/07/13

WILBRAHAM

14 Oldwood Road
Wilbraham, MA 01095
Amount: $339,000
Buyer: Kyle B. Laflamme
Seller: Dominic D. Maloni
Date: 11/08/13

21 Shady Lane
Wilbraham, MA 01095
Amount: $160,000
Buyer: Toyoko Yoshida
Seller: Rebecca Zorin
Date: 11/05/13

HAMPSHIRE COUNTY

AMHERST

211 Grantwood Dr.
Amherst, MA 01002
Amount: $140,000
Buyer: Dmitri Robbins
Seller: Ephraim Robbins
Date: 11/04/13

263 Grantwood Dr.
Amherst, MA 01002
Amount: $210,070
Buyer: FNMA
Seller: Esworth M. James
Date: 11/06/13

BELCHERTOWN

9 Dogwood Dr.
Belchertown, MA 01007
Amount: $364,900
Buyer: Christopher S. Sweeney
Seller: J. N Duquette & Son Construction
Date: 11/04/13

50 North Liberty St.
Belchertown, MA 01007
Amount: $225,000
Buyer: Jonathan M. Pitoniak
Seller: Moore Contractors Inc.
Date: 11/07/13

EASTHAMPTON

311 East St.
Easthampton, MA 01027
Amount: $226,000
Buyer: Joan M. Cinner
Seller: Thomas Kierzek
Date: 11/05/13

Hendrick St.
Easthampton, MA 01027
Amount: $115,000
Buyer: David M. Lepine
Seller: E.T. & S.A. Zachazewski IRT
Date: 11/08/13

211 Park St.
Easthampton, MA 01027
Amount: $235,000
Buyer: Anna Paskausky
Seller: Peter Vogel
Date: 11/07/13

36 Treehouse Circle
Easthampton, MA 01027
Amount: $270,000
Buyer: Robert K. Eckert
Seller: EH Homeownership LLC
Date: 11/05/13

GRANBY

33 Pleasant St.
Granby, MA 01033
Amount: $207,500
Buyer: James D. Damours
Seller: Stephen F. Marion
Date: 11/04/13

HADLEY

379 Russell St.
Hadley, MA 01035
Amount: $750,000
Buyer: Hadley Mall Outparcel LLC
Seller: ZEE Realty LLC
Date: 11/08/13

HUNTINGTON

4 Rockybrook Dr.
Huntington, MA 01050
Amount: $180,000
Buyer: Brian A. Wagner
Seller: Sharon A. Lamoureux
Date: 11/08/13

MIDDLEFIELD

25 Reservoir Road
Middlefield, MA 01243
Amount: $240,000
Buyer: FNMA
Seller: Mary D. Doyle
Date: 11/06/13

NORTHAMPTON

392 Bridge St.
Northampton, MA 01060
Amount: $185,000
Buyer: Ronald T. Blechner
Seller: Ann M. Hall
Date: 11/08/13

198 Nonotuck St.
Northampton, MA 01062
Amount: $214,000
Buyer: Louise M. Martindell
Seller: Jesse C. Montgomery
Date: 11/04/13

239 Ryan Road
Northampton, MA 01062
Amount: $235,000
Buyer: Shonna M. Hatoum
Seller: James A. North
Date: 11/08/13

298 Ryan Road
Northampton, MA 01062
Amount: $175,000
Buyer: Irven A. Gammon
Seller: Theodore J. Farrie
Date: 11/04/13

721 Westhampton Road
Northampton, MA 01062
Amount: $173,726
Buyer: FNMA
Seller: Tara M. Dennis
Date: 11/06/13

PELHAM

14 King St.
Pelham, MA 01002
Amount: $255,000
Buyer: Tristan D. Boscardin
Seller: Donald A. Weaver
Date: 11/08/13

SOUTH HADLEY

3 Edison Dr.
South Hadley, MA 01075
Amount: $220,080
Buyer: Mark S. Kendall
Seller: Stanley M. Jordan
Date: 11/06/13

37 Haig Ave.
South Hadley, MA 01075
Amount: $235,000
Buyer: ZCG Properties LLC
Seller: Gerald E. Price
Date: 11/06/13

660 Newton St.
South Hadley, MA 01075
Amount: $400,000
Buyer: Jorge B. Gomez
Seller: Philip J. Sheridan
Date: 11/08/13
23 Park Ave.
South Hadley, MA 01075
Amount: $329,000
Buyer: Lisa M. Dame
Seller: Sean M. Dean
Date: 11/06/13

34 Woodbridge Terrace
South Hadley, MA 01075
Amount: $267,500
Buyer: Joseph E. Lynch
Seller: First Cong Church
Date: 11/08/13

SOUTHAMPTON

195 Brickyard Road
Southampton, MA 01073
Amount: $275,000
Buyer: Patrick J. Cadigan
Seller: Thomas M. Bacis
Date: 11/08/13

96 Valley Road
Southampton, MA 01073
Amount: $135,000
Buyer: William T. Labrie
Seller: John & Alice Slabinski LT
Date: 11/08/13

WARE

20 Beaver Road
Ware, MA 01082
Amount: $186,000
Buyer: Melissa A. Whitham
Seller: Tomothy C. Norwood
Date: 11/06/13

9 Skyview Dr.
Ware, MA 01082
Amount: $174,900
Buyer: Jane E. Quimby
Seller: Lori A. Cebula
Date: 11/04/13

WESTHAMPTON

15 North Road
Westhampton, MA 01027
Amount: $119,000
Buyer: Mathew W. Clement
Seller: Nationstar Mortgage LLC
Date: 11/06/13

Building Permits Departments

The following building permits were issued during the month of December 2013.

CHICOPEE

D & D Chicopee Realty
49 Highland Ave.
$10,500 — Remodel second floor

Default Service Inc.
46 McKinstry Ave.
$8,000 — Strip and re-roof

Pioneer Valley Condo Association
63 Colonial Circle
$25,000 — New roof

Primo Electric
711 East Main St.
$25,000 — Create office space
PALMER

Development Associates
21 Third St.
$10,000 — Foundation only for addition to manufacturing plant

SOUTH HADLEY

Cumberland Farms
507 Newton St.
$2,000 — Exterior renovations

SPRINGFIELD

3640 Main St., LLC
3640 Main St.
$63,000 — Build out for new office

Baystate Medical
298 Carew St.
$274,000 — Fit out space for pharmacy

Pearson Development Co.
1322 Liberty St.
$35,000 — New roof

Performing Arts Center
1000 State St.
$93,000 — Interior renovations

Smith and Wesson
2100 Roosevelt Ave.
$318,000 — Create a new testing room

WEST SPRINGFIELD

Church of the Good Shepard
214 Elm St.
$15,000 — New roof

Clarion Hotel and Conference Center
1080 Riverdale St.
$5,000 — Interior renovations

Dominic and Christine Pompi
1272 Memorial Ave.
$55,000 — Strip and re-roof

Hayden Corporation
333 River St.
$10,000 — Extend access drive behind building and exterior renovations

Joe Stevens
1501 Elm St.
$68,000 — Interior repairs

Columns Sections
Here’s a Helpful Estate-planning Year-end Checklist

Lisa L. Halbert

Lisa L. Halbert

As the end of the year approaches, this is a good time to take stock and review where you have been and where you want to head. Financial planners encourage annual reviews, employers start to consider year-end evaluations, and life coaches ask clients to reflect on steps taken and plans for professional growth. And estate planners encourage clients to periodically review elder and estate plans in order to confirm (or re-confirm) that all is in place.
Estate planning is not a static project to be finalized and then put on a shelf, never to be reviewed again. In truth, it is a never-ending process, one which requires periodic review in order to remain pertinent. At least every five years and upon major life events, pull out the documents and make sure they continue to be relevant. Further, periodic statutory changes dictate that your intentions will be best attained if documents are reviewed.
Among the action steps or paperwork to consider are the following:

List Your Assets
At the core of any good estate plan is a list of all of your assets, with estimated values. Generally this will include bank accounts, securities, real estate, retirement funds, insurances (life or disability), annuities, business valuations, and tangible personal property, just to name a few. Identify whether each asset is owned in your name alone (and with or without a beneficiary designation) or jointly with another, and whether it carries a beneficiary designation or is held in trust. This information informs an estate-planning attorney as a beginning point. After your estate plan is fully developed, do not be surprised if assets are re-titled or change columns.

Last Will and Testament
A last will and testament controls assets that are held in your name alone and without a designated beneficiary at your time of death. These are the only assets that go through the probate process. Your will provides a road map as to who you would like to receive your probate assets. It can also provide for forgiveness of debt or allow someone temporary use of an asset (such as living in a home until a certain age, or a certain event occurs).
Generally, a will allows you to control and determine who inherits your estate at your death. (Exceptions to this statement are that a surviving spouse and minor children have certain statutory rights that take priority over the terms of the will, even if you intended to disinherit the spouse and/or child.)
Under the Massachusetts Uniform Probate Code (MUPC), which went into effect March 31, 2012, the probate process has now been expedited and no longer requires as much court intervention or oversight, although court supervision is available where appropriate.
If you pass away without a will (referred to as dying ‘intestate’), state law dictates how your assets get distributed. Historically, if you die intestate, survived by a spouse and children, your assets are allocated among them. Under the MUPC, if you die intestate and are survived by your spouse and children of both you and your spouse (whether biological or adopted), then your spouse will receive your entire net estate, without any portion specifically allocated to the children of both you and your spouse.
The MUPC also changes the title of the person appointed to oversee the administration of an estate to a personal representative (PR). Further, the MUPC provides a list of individuals who have priority to serve as your PR. At the top of the list is your spouse, and then a child (over the age of 18), etc. However, if you die intestate and the spouse does not want to serve as the PR, the MUPC allows the spouse to designate someone else to act as the PR, even if an adult child wants to serve. And while the statute is a bit more complex, the point is that you should consider whether it is more thoughtful and prudent to effectuate your intentions by dying with or without a will.
If you want to know that all of those you love will receive certain assets, then have a will or other estate-planning document prepared. Particularly for those who might not have a spouse, but do have good friends or charitable inclinations, a will is likely a solid start to accomplish those same distributions.
A will might also have some significance prior to your death. During your lifetime, if you become incapacitated and another is put in charge of your assets and financial management, there may be occasions where gifts are appropriate and the fiduciary could look to your will in order to figure out who or what entities are most dear to you. The will, therefore, may offer some direction even during your lifetime.

Trust-based Planning
Depending upon your assets, intended beneficiaries, and other information, a trust might be a better option to accomplish your preferred distributions than a will. A trust is a document with three major players: the person who creates it (you, also known as the grantor), the trustee (who could be you and/or others and is the one who actually administers or manages the assets), and the beneficiaries (who could be you and/or others who receive a benefit under the trust). It provides an instruction manual or road map as to how you want your assets (and debt) managed and invested, as well as distributed. It is especially useful if there are minor beneficiaries and you want to know that instructions are followed long-term, or where another needs some long-term financial assistance or management (such as a special or supplementary-needs trust).

Beneficiary Designations
Confirm that beneficiary designations on your various accounts remain current and in line with your overall estate plan. Types of assets that frequently carry opportunities for beneficiary designations include insurance, annuity, retirement accounts, and/or some brokerage accounts (accounts that hold securities and other investments). Beneficiary designations (other than to your estate) completely avoid the asset going through probate, and there may be some income-tax advantages to naming a beneficiary directly, rather than your estate or trust.
Keep in mind that the individuals or entities named on the beneficiary designation are the recipients to whom the assets will be paid. If your estate plan is premised on having assets go through your probate estate, and therefore directed to be distributed through your will, but the beneficiary designation is not changed to be consistent with that approach, your plan will be defeated.
An estate plan, once completed, may use a blend of assets that are directed to specific beneficiaries via designation, as well as assets that go through probate or a trust. Retirement assets may have a better income-tax benefit if directed to specific individuals or charities (especially if you are looking to save an income-tax bite to the estate), while life insurances might be more appropriate to go through probate. Each client situation is different.
If you are divorced and intend for your ex-spouse to receive assets via a beneficiary designation that has not been changed since the divorce, revisit the designation. Under the MUPC, divorce effectively revokes certain beneficiary designations to a prior spouse. You may need to take affirmative steps to insure that the designation will be upheld by renewing it post-divorce.

Same-sex Spouses
On June 26, 2013 the Supreme Court of the United States issued a decision that addressed the legality of the Defense of Marriage Act (DOMA). The court determined that, although each state may regulate marriage for its citizens, once married, all spouses are to be treated equally under federal law. For planning purposes, this impacts not only your federal income taxes, but Social Security benefits, FMLA, and health-insurance coverage.
Retirement benefits from a qualified retirement plan will be required to allow the surviving spouse of a married couple, whether same-sex or heterosexual, to withdraw the funds over the surviving spouse’s lifetime. IRAs that allow a spouse to roll over inherited assets into his or her own IRA are now allowed. There are more than 1,000 federal benefits that may be impacted by this ruling. Check beneficiary designations as well as federal tax withholding (IRS Form W-4).
Same-sex married residents no longer need to file separate federal tax returns for each spouse. Married filing jointly or married filing separately is the same for all married couples. In fact, you might want to consider amending your returns for 2011 and 2012. While an amended return is not guaranteed to benefit you, if you do not look into it, you will never know.
For estate planners, another significant change is that same-sex couples now are able to take advantage of the unlimited marital exemption to transfer assets between spouses during life, as well as at death. For high-wealth couples, portability of the estate-tax exemption at the death of the first spouse to a surviving spouse is now allowed. With an estate-tax exemption currently at $5.25 million per spouse, this allows a same-sex married couple to have a combined $10.5 million estate-tax exemption. While you might not think it impacts you, if the surviving spouse wins a large lottery ticket or comes into money for any other reason, even after the first spouse’s death, having elected portability may result in a significant estate-tax savings.

Healthcare Proxy (HCP)
Review your HCP to confirm that it identifies current designations of those whom you want making healthcare decisions for you if and when you can no longer make or communicate them on your own. It can only benefit you to list appointees to serve in consecutive order. Ask your attorney whether additional provisions to your document would be prudent.
For example, do you have a religious belief that needs to be articulated? Would you allow certain drugs to be administered that might otherwise require court approval? Do you want your healthcare agent to choose a nursing home for you if it becomes necessary? Once signed, provide your HCP to your healthcare providers and other physicians and hospitals. Some peoplekeep a copy on the refrigerator, in the car, or with other important papers. And, of course, provide a copy of your HCP to those you have appointed as decision makers.
Even though you may have already signed a HCP at your attorney’s office, did you more recently have a medical procedure where you signed a “new” HCP in the physician’s office or hospital? Understand that by signing the new form you revoked the prior one. Though it might not have been your intention, reconvene with your attorney to discuss whether to re-sign the old document. It was likely more comprehensive and the product of greater deliberation.
Without an HCP, if healthcare decisions need to be made for you, a court will appoint a guardian to make sure they are made. Your spouse does not automatically have that right. The benefit of an HCP is that you get to choose those individuals who you trust to make decisions for you, as opposed to having a court choose.

Do-not-resuscitate Order
The DNR is not prepared by your attorney. It is available to be signed in your physician’s office, and it states that, if your heart stops, you do not want extraordinary measures taken to restart it. A DNR is not interpreted to mean that you want to be taken off of medical machinery (and be allowed to die) if you are being kept alive only by such mechanical devices.

Durable Power of Attorney
The DPA allows you to appoint people to assist with financial management of assets in your name (and not in trust) while you are alive. It terminates at the moment of death. A DPA can be very broad or narrow in the actions which the appointee (the attorney-in-fact) is authorized to take. The benefit of a DPA is that you, not a court, choose who can have access to your financial information. A DPA can allow the attorney-in-fact to have access to your assets even though you are fully capable of thinking and acting for yourself (for example, while away on vacation), or it can be written to allow access only if and when you start to fail mentally.
A DPA does not change the underlying ownership of the asset. It merely allows another to act as your fiduciary, step into your shoes, and make decisions as your agent. If an asset is owned by you and you alone, then at your death, the authority of the attorney-in-fact terminates, and the asset then goes through your will, unless there is a beneficiary designation attached to it.
Provide the DPA to your appointee(s), or advise the appointee of your attorney’s name so that the document can be located if needed. Remember, if no one knows about it, or you fall ill and cannot communicate where the document is located, court action might still result.

Passwords
While not directly related to estate planning, a more controversial issue arises regarding passwords. While any IT person will advise against making a comprehensive list of your accounts and associated passwords, those same individuals might not regularly work with a segment of the population that may become ill or lose their memory.
There is no perfect solution in this electronic world. Perhaps you prefer to prepare the list of passwords and save it on paper, publish it to your attorney-in-fact under a DPA, or provide a copy to your legal counsel.
Others recommend putting the passwords into a paper file and filing it at the back of your filing cabinet, backwards. The list should be comprehensive and cover whatever assets you access (such as an ATM card) and electronic accounts, whether for bank, brokerage, credit card, loan, and even health-related information. It also helps to print out the most recent security questions and answers, too.

Important Papers
Organize a filing system for important papers. If an alphabetical system is not your style, consider putting all important papers in one place. Documents to be retained include Social Security card, copy of birth certificate, and legal documents (will, trust, HCP, DPA, marriage license or divorce decree, and funeral-related paperwork). Include on this list your children or next of kin and their addresses. If you should die, and a non-family member is involved, it makes locating family much easier.

Health Insurance and the Affordable Care Act (ACA)
This checklist would be incomplete if you are not reminded about open enrollment for many health-insurance plans in general, and the ACA in particular (open enrollment has been extended through March 2014). Even if you currently have health insurance, there may be financial advantages to reviewing the costs associated with the ACA. This is particularly true for blended families, those where an ex-spouse continues to be covered, or where you are straddling being on Medicare yourself, but have children to cover.

Conclusion
This checklist provides a starting point. For more information, contact an estate-planning professional for a comprehensive review of your plans. n

Lisa L. Halbert, Esq. is an associate in the Northampton office of Bacon & Wilson, P.C. A member of the estate planning, elder, and real estate departments, she is especially focused on legal matters relating to elder and estate planning, and asset protection; (413) 584-1287; baconwilson.com/attorneys/halbert

Giving Guide Sections
Regional Philanthropic Opportunities

GivingGuideArtWhile philanthropy is a year-round activity, the holidays are a time when many think about those who are in need, and how, in general, they can help make Western Mass. a better community for all who call this region home. To help individuals, groups, and businesses make effective decisions when it comes to philanthropy, BusinessWest presents its annual Giving Guide. On the pages that follow are profiles of 13 area nonprofit organizations, a sampling of this region’s thousands of nonprofits, including groups dedicated to everything from providing early-childhood education to finding homes for stray or unwanted animals; from filling the shelves of area school libraries to creating needed services for area senior citizens. These profiles are intended to educate readers about what these groups are doing, and also to inspire them to provide the support (which comes in many different forms) that these organizations and so many others desperately need.

George O’Brien, Editor
John Gormally, Publisher
Kate Campiti, Associate Publisher

To download a flip book of the 2013 Giving Guide click here

Features
WNEU Polling Institute Is Making a Name for Itself

Tim Vercellotti

Tim Vercellotti says the Scott Brown-Elizabeth Warren Senate race in 2012 gave the polling institute some national exposure that helped put it on the map.

The high-profile 2012 U.S. Senate race between incumbent Scott Brown and challenger Elizabeth Warren was memorable for a number of reasons.
Start with the amount of money spent — $68 million, making it one of the most expensive Senate contests of all time. There was also the heated rhetoric, epic debates, and, perhaps most importantly, the stakes — most analysts said this race was about nothing less than control of the Senate.
But Tim Vercellotti will also remember it for something else.
He considers that race the moment when the Western New England University Polling Institute, which he has directed since 2008, came into the national spotlight — and essentially came of age.
Launched in 2005, the institute included questions concerning that Senate contest in more than a half-dozen polls between the spring of 2011 and the days just before the election in November 2012. The headlines on the press releases announcing the polls’ results essentially mirrored what was happening in that pitched battle, as Warren, well behind when the contest began, gathered steam and, with the support of those also backing President Barack Obama, triumphed on election day:
• “Brown Holds 8-point Lead in Massachusetts Senate Race” (March 4, 2012);
• “Senate Race a Toss-up as Warren Closes Gap on Brown” (June 2);
• “New Poll Shows Warren Leading Brown in Senate Race” (Sept. 16);
• “Warren Leads Brown by Five Points in Latest Senate Survey” (Oct.7);
• “Poll: Warren Maintains Four-point Lead in Senate Race” (Nov. 4)
She would eventually win by eight points, said Vercellotti, noting that 4% of those polled near the end were still undecided, and the poll had a margin of sampling error of plus or minus four percentage points.
“So we were right there; our polls were correctly indicating what was happening,” said Vercellotti, noting that, beyond the level of accuracy and its impact on overall credibility, the institute’s work during the closely watched race gained considerable national exposure, with mentions in the New York Times, the Wall Street Journal, the Washington Post, MSNBC, CNN, and other news outlets. “That was our high-water mark … I’m not sure when that kind of clash of the titans will happen again.”
In the meantime, the institute has been garnering public opinion on everything from economic confidence and expectations for holiday shopping (two subjects in the most recent poll, undertaken in early November); from casino gambling to the recent government shutdown and which party was more responsible for it; from the ‘death with dignity’ poll question on last year’s ballot to healthcare reform.
And, while doing so, it is making strides in the all-important work to establish a reputation for accuracy and transparency, a process that can take years and perhaps decades, he said, but one in which he believes the WNEU facility is making solid progress.
“The longer you’re in the field and the more successful you are at building a record of accuracy, the better off you are,” he said, adding that the Brown-Warren race certainly enhanced the institute’s scorecard. “But it only takes a couple of bad polls to undo all of that, and that’s why I take this very seriously and think long and hard about the surveys and how they’re written.
“One of the challenges is that, in politics today, people want answers, they want absolutes, and surveys are merely exercises in probability — that’s why there’s a margin of error,” he went on. “What you’re saying is that, ‘19 times out of 20, we think the answer in the population is within this margin of error. But one time out of 20, it’s not, and that’s life; that’s just how it works.’ But if that one time in 20 is your final pre-election poll in a major, high-profile race, you can talk about probability all you want, but the audience can be very unforgiving.”
For this issue, BusinessWest takes an in-depth look at the work being conducted at the institute and the intricacies involved with the often-misunderstood world of polling.

Questions and Answers
While effective polling is both an art and a science, Vercellotti told BusinessWest, it is mostly the latter.
Elaborating, he said that strict attention must be paid to everything from how the questions are phrased to the order in which they are asked; from how political candidates are identified to how their names are pronounced, in order to ensure that the results are reliable and accurately reflect the thoughts of those being asked the questions.
As one example, he pointed to the most recent statewide survey, which polled respondents on the economy, holiday spending, casino gambling, medical marijuana, and other topics.
There were several questions about the health of the national economy, respondents’ personal financial position, and when and if improvement was forthcoming, he said, adding that he was careful to ask them after the queries on holiday shopping so as not to influence replies to that specific line of questioning.
“There was concern that if the shopping question came after the questions about the economy and people were gloomy about the economy, that would shape how they would answer those holiday questions,” he explained, adding that such nuances are shaped by experience and large amounts of pre-testing with surveys.
As another example, he cited polls on specific political races. Those asking the questions don’t have to go in alphabetical order with the candidates, said Vercellotti, but they should change the order of the names on a systematic basis, because a percentage of respondents to such queries will simply favor the first name they hear. Likewise, party affiliation must be mentioned with each candidate (when applicable) because some respondents are inclined to favor candidates by party affiliation.
“You have to rotate the order of those names so that each name appears first half the time,” he explained. “And it’s important to put party label with the name, because we know from political-science research that the less-engaged voters will often default to that label; they won’t know much about the candidates, so they’re just going to go with the party.”
These are just some of the things Vercellotti has learned during a career that has blended graduate-school training in survey research and questionnaire design, work at another college-affiliated polling institute (this one at Elon University in North Carolina), teaching, and his current post. He came to WNEU in the 1990s and became director of the institute in 2008.
He said there was a lot of learning while doing at Elon, and the education process essentially continues with each polling assignment.
“Survey researchers write some clunkers of questions,” he noted. “And with almost every survey, I get to the end and say, ‘I should have asked this.’ You file that away and try to do that the next time.”
Tracing the history of the WNEU program, polling institutes at colleges and universities, and polling in general, Vercellotti said the practice of gauging public opinion dates back to the 1930s, when firms such as the one started by George Gallup would go door to door seeking answers to specific questions.
The telephone became the preferred polling method in the ’60s — when the percentage of households with one reached a critical level —  and it remains the best option today, he went on, although Internet polling, considered less reliable by many, is gaining some traction.
In recent decades, several colleges and universities have created polling institutes, he told BusinessWest, with the twin goals of raising the profile of the institution and generating data for a society that has developed an appetite for ever-increasing amounts of it.
The Eagleton Center for Public Interest Polling at Rutgers is one of the best-known of these facilities, but there are many others, including some in the Bay State at Suffolk University, UMass Lowell, and UMass Boston, said Vercelloti, adding that the WNEU model is based loosely on programs at other, smaller colleges, and especially Quinnipiac in New Haven, Conn.
WNEU started small, with 12 calling stations in a computer lab in the College of Business, said Vercellotti, adding that it has since grown to 23 stations, all staffed by thoroughly coached students.
Over the past several years, the institute has conducted two or three polls each semester funded by the university itself, he went on, adding that there have also been several projects — including many of those aforementioned Warren-Brown polls — undertaken in conjunction with the Republican and masslive.com.
There have also been a few contract assignments, including one commissioned by the West of the River Chamber of Commerce, which aimed to gauge the thoughts of Agawam residents on potential development of a large parcel on Tennis Road.
There is the potential for more of that kind of work, he explained, but the price tag — roughly $10,000 for an eight-minute, 24-question survey with 500 respondents — is higher than most inquirers expect and often beyond their means.

Numbers Game
As he talked about the polling institute and its work, Vercellotti made early and frequent use of the word transparency.
Such a facility simply must have it in order for the results it generates and then publicizes to have credibility, he said, adding that objectivity is another trait that a successful polling institute must possess, and this explains why he’s turned down a number of potential contract assignments.
“We have been approached for contract work on the casino issue, and from people on both sides — opponents of gaming and advocates for casinos — and I’ve turned down the work,” he explained. “It’s critical that we’re objective; we’re not going to take sides with an election issue. Candidates will sometimes approach us, including some who are alumni of this university, and I make the same point: we’re not here to be engaged in partisan politics or take one side of an issue.
“We’re extremely transparent about who hires us and the methodology we use,” he went on, adding that he’s a member of AAPOR (the American Assoc. for Public Opinion Research), has signed its code of ethics, and is part of an endeavor known as the Transparency Initiative. “The only way the audience can make an informed judgment about the credibility of polling material is to know how it was gathered.”
Overall, the process of reputation building, which affects both credibility and accuracy, takes years and is certainly ongoing, he said, adding that it takes multiple election cycles to establish that a program is reliable.
To date, the institute has amassed a fairly solid track record, or scorecard, said Vercellotti, adding that he does maintain a record of how well the surveys project what is to come. It has not projected the wrong winner in any political race or referendum question, at least when one takes into account the margin for error that accompanies each polling assignment.
That caveat is necessary with the ‘death with dignity’ question on the 2012 state ballot, he explained, relating the story of how public opinion on that measure changed dramatically between the institute’s first polling exercise on the subject and the last one just before the election.
“When we polled on it in the spring of 2012, it was way ahead, a slam dunk,” he recalled. “But I think that, in some ways, opinion on that question was very wide, but not very deep. And by the fall, opponents of that proposal had gotten organized, they started running some advertising, the Kennedys came out against it, the Catholic bishops came out against it.
“Our final pre-election poll, just five days before the election, had it passing by a two-point margin,” he recalled. “Therefore, I said it was too close to call, and it failed by two percentage points, but that’s within the margin of error.”
While the institute is still in its relative youth at only eight years old, it is, Vercellotti believes, gaining the respect from the many constituencies that are seeing and judging its work — from the general public to the press; from campaign operatives to special-interest groups, such as those on both sides of the casino issue.
And then, there are the growing numbers of bloggers, he said, who take polling data and analyze it — and usually aren’t shy about voicing opinions on the sources of that data.
“They’re the toughest audience of all, because they’ll take the time and go through the methodology and raise questions,” he said, adding that the emergence of this audience is a relatively recent phenomenon. “When I got into the business in 2001, there wasn’t that kind of audience, but now there is, and they’ve developed a level of expertise.”
Therefore, he pays attention to what the bloggers are writing. Summing up the reviews to date, he noted that many are positive, but some are what he called “dismissive,” a tone he attributes to the small size of the school and the youthfulness of the polling program.
Looking ahead, Vercelotti said that 2014 could be an intriguing and busy year for the institute. Indeed, the Deval Patrick era is ending — WNEU’s facility conducted its first poll on the coming contest earlier in the fall, headlining the release “Democrats Out in Front Early in Governor’s Race” — and there will be a race for the Senate seat captured in a special election earlier this year by Ed Markey after John Kerry became secretary of State. Meanwhile, there may also be some interesting ballot questions, including the possibility of another referendum on casino gambling.
But after that, things will likely get quieter, he said, noting that, while there is a presidential race in 2016, there won’t be another governor’s race or Senate race (unless someone else leaves office before their term expires) until 2018.
There may be some local, state, or regional issues to fill the void, he went on, adding quickly that, in an age when the public’s thirst for information only grows, there is unlikely to be a shortage of issues on which to conduct polls.

Making the Call
Referring back to all the science involved in polling, Vercellotti said it extends even to what time individuals are called — or should be.
He said the recent World Series, won by the Red Sox, posed some challenges; many were not happy about their viewing being interrupted by a pollster. Likewise, Patriots games add a layer of intrigue to Sunday afternoons, one of the times when those staffing the phones at the institute are most busy.
“I try to make the most of halftime — I make sure the callers are active then,” said Vercellotti, adding that mastering such nuances is all part of the process of making the institute successful — and respected.
Nearly nine years after it started soliciting opinions, this facility is well on its way to achieving those goals.

George O’Brien can be reached at [email protected]

Community Profile Features
Hampden Thrives on Community Partnerships

CommunityProfilesMAPhampdenRebecca Moriarty, executive director of the Hampden Senior Center for the past 11 years, equates this small, rural community to the TV show Cheers: a place where everybody knows your name.
“Everybody just knows everybody, and everybody pulls together,” she told BusinessWest. “If somebody gets sick, it’s phone calls, letters, cards; everybody is asking what they can do to help. It’s just a great community.”
That last phrase is one heard often in this town, which borders Connecticut, East Longmeadow, and Monson, but is most closely associated with the community just to the north. If fact, the town was originally known as South Wilbraham when settled in 1878; it would eventually take its own name, but the history — and the links — to Wilbraham run deep.
Even after Hampden became its own entity, separate from Wilbraham, “we’ve always been joined at the hip,” said John Flynn, chairman of the Hampden select board and co-owner of Hampden Engineering Corp. in East Longmeadow. “And we enjoy a terrific relationship with Wilbraham. In fact, we were invited to be a part of their recent 250th celebration because, for a number of those years, we were part of them.”
The towns, through the Hampden-Wilbraham Regional School District, share grades K through 12 (Hampden funds approximately 25%, while Wilbraham funds 75%), including the new Minnechaug Regional High School, which opened its doors in 2012.
Hampden currently has a three-member select board, planning board, and other boards that, in addition to paid department heads, run the town through elected and appointed volunteer roles. The selectmen oversee a $10 million budget, a single tax rate, and a recent bond to cover road improvements. The population, roughly 5,000, has remained steady for the past few decades, following a surge in the mid- and late ’80s with the construction of several new subdivisions.

Gary Mayotte

Gary Mayotte has seen his small grocery store and popular meat department grow due to assistance from IGA and a loyal customer base.

Steady is a word that also applies to the business community, which boasts few large players — the town itself is the largest employer, and Rediker Software Inc., a school-administration software company, is a close second — but a number of service businesses that thrive by meeting specific needs.
One such enterprise — the currently shuttered Hampden Country Club — has become a source of speculation and anticipation. The club has been closed for nearly two years now as new ownership undertakes a broad renovation and new-building project, with all eyes focused on the spring of 2015 and the start of a new era for one of the town’s landmark businesses.
For this installment of its Community Profile series, BusinessWest turns the spotlight on a quiet town that is a community in every sense of that word.

Room with a View
One of the most visible business ventures — literally, because it sits high on a mountain, and figuratively, because everyone’s watching it — is the 295-acre Hampden Country Club purchased at auction for $1.4 million in early 2012 by the Antonacci family, owners of USA Hauling & Recycling Inc. of Enfield, Conn.
Guy Antonacci, a golf pro and now owner and general manager of the 18-hole course, told BusinessWest that what first caught his attention, and that of this father, were the stunning views from the clubhouse. But what they could also see was vast potential in a club that had been struggling in the years prior to this acquisition, and thus what had been an eight-year search for a golf operation to add to the family’s business portfolio came to an end.
The process of writing the next chapter in the club’s history has been long and sometimes challenging, said Antonacci, but Hampden officials have been instrumental in moving the plans forward.
“The town has been awesome, very open about it, and it seems they can’t wait for it to go up,” he said, adding, with a laugh, that “it seems that everybody I talk to was married here.”

Guy Antonacci

Guy Antonacci says the millions of dollars of improvements to the Hampden Country Club hold the potential for a private world-class golf destination.

The course is undergoing millions of dollars in improvements to all 18 holes and accompanying facilities, including construction of a new, 6,500-square-foot post-and-beam banquet facility that will entertain up to 200 guests, and a 24,000-square-foot clubhouse with a private restaurant and lounge, slated to open to private membership in the spring of 2015.
“So far we have 100% of 12 holes completed, two are partially done, and the other four will be finished next year,” said Antonacci, adding that other amenities will include a pool, tennis courts, paddle tennis, and a driving range.
“The golf course has the potential to become something very special,” he told BusinessWest. “In my mind, it can be one of the top golf clubs in the state, maybe even better.”
As the course construction continues, the mild-mannered Gary Mayotte, owner of Village Food Mart in the center of Hampden, is content to provide what he calls the freshest and most competitively priced meats and deli products in his small grocery store. He is a member of the Independent Grocers Alliance (IGA), an organization of independent grocers across the U.S. dedicated to helping local, family-owned grocery stores remain strong in the face of growing chain competition.
Mayotte, who has owned and managed the 4,500-square-foot store for the past 27 years, describes the IGA as a “company with a conscience.” And a loyal clientele eases his concerns about big-box competition.
“I can’t stress enough how much they’ve helped a small guy like me,” he said, referring to town residents, adding that he really has little competition with larger grocery stores, with none within a six-mile radius. He employs 25, including three full-time butchers for his popular meat department, and purchases as much locally produced and in-season food as possible.
Mayotte gives back in a variety of ways, but the most popular vehicle has been the Minnechaug Booster Club card, which sells for $10 (with all of that going to the school) and entitles holders to discounts with a number of participating businesses.
The 5% discount that the card brings at the Village Food Mart amounts to hundreds of dollars in savings a year for the store’s regular customers, said Mayotte, who said his participation allows him to reward those patrons and help the town at the same time.
“It allows me to offer a customer-appreciation card and still support the school,” he noted. “And I think it’s important to reward our loyal customers.”
What Mayotte is far less willing to talk about are his Good Samaritan efforts that get less press or attention, but that many in town have personally witnessed.
“He’s one of those businesses that goes above and beyond,” Moriarty told BusinessWest. “He has a schedule for deliveries on a certain day of the week, but if someone calls and they’ve been sick or broken their leg, he’ll say, ‘no problem’ and pick what they need off the shelf and deliver it to them. His last-minute help is really personal.”
Moriarty offered another example of good-neighbor relations. She’s received a few calls over the years from the Village Food Mart about seniors who are in need for someone to help get them home. “It’s this community partnership in which we all work together that makes Hampden what it is.”
She also described Hampden as a small community with a very vibrant older adult population. “We keep the senior center in a ‘home-away-from-home’ feel with the fireplace and the library, and we have people come in and have their coffee and read the morning paper. It’s a place to have a routine.”
Moriarty said there is not much she’d change about Hampden, but admits that, due to its almost 20 square miles of rural territory, getting around can be challenging for those seniors who can no longer drive.
Without a PVTA bus route, she explained, many of those older adults have to rely on volunteers or the generosity of residents to help. However, the town has partnered with the East Longmeadow Senior Center for a regionalized transportation program called the Two Town Trolley. That does help a bit, but funding is always an issue.

All for One
Flynn, who could be called a third-generation selectman — his grandfather served on the board for 22 years, and his father for 33 — said the ongoing challenge for Hampden, and most all communities like it, is balancing needs with available tax revenue and keeping the community both affordable and livable.
“Our biggest challenge is balancing our needs versus the revenue. Everybody has a need, which is valid, but the reality is, we also have taxpayers who are just coming out of the biggest recession in 70 years, so we cannot be increasing the bill on them,” he told BusinessWest. “Everybody wants more services, but you have to be pragmatic and run the town like you do your home.”
Elaborating, he said this is possible with the town-meeting format of governance, a system he called the “purest form of democracy,” and one that has served the town well for nearly 140 years.
“It’s their [residents] choice of how they want to spend the money,” said Flynn. “We tell them, ‘here’s our plan,’ and they can accept it or amend it, but we back it 100%.”
During those important discussions — some more difficult than others — good neighbors reach for the same goals, he said. And it certainly helps that everybody knows your name.

Elizabeth Taras can be reached at [email protected]

Opinion
Maybe 2014 Will Be the Year

EditorialPenWSJThe recession of the late ’80s and early ’90s was memorable for many reasons.
For starters, there was the swiftness with which it brought an end to the go-go ’80s and the real-estate boom that changed this region in so many ways. The building stopped, the for-sale signs went up (and stayed up), and the properties eventually went to foreclosure and back to the banks and their OREO (other real estate owned) portfolios to wait for a better day.
As for those banks, some of them disappeared from the landscape entirely, while others were absorbed by larger institutions, with their names lost to history. For those that survived, it was a difficult time of intense scrutiny and tighter regulation that made day-to-day life exponentially more difficult.
There was also the collapse of the minicomputer and the end of the so-called Massachusetts Miracle, and a prolonged residential real-estate slump.
But for most who were in business then, the recession will be remembered for the recovery — if one could call it that — that followed and how painfully slow and meager it was. The common refrains were, alternately, ‘when are things going to get better?’ and ‘are things ever going to get better?’
The current recovery hasn’t been quite that bad, although we would say it comes close. Things are certainly better than they were in 2008 and early 2009, and conditions have improved from just a few years ago — they just haven’t improved as much as business owners would like.
There are many reasons why, but it boils down to two things. First, there’s general uncertainty about what will come next, which is still causing hesitation on the part of many when it comes to expansion, new initiatives, and projects that can absorb space in the region’s many industrial parks. Second, there has been only marginal improvement in the employment picture, especially in many of the larger communities in this region, such as Springfield and Holyoke.
We all know from our history, especially as it pertains to the Great Depression, that when people are not employed, they are not spending money. When they are employed, well, they’re more inclined to spend, which helps companies grow, which prompts investments and expansion, which puts more people to work, which prompts more spending … you know the cycle, and you watched it happen in the mid-’80s and again in the late ’90s.
As 2013 draws to a close, it appears that we’re perhaps, and finally, on the cusp of recovery that might prompt people to bring out the word ‘real.’ The economists we spoke with (see story, page 15) were careful to hedge their bets and offer caveats, especially those related to the dysfunctional government in Washington and a still-shaky global economy.
But there are ample signs, including an improved housing market, a solid November jobs report, and modest payroll growth in the Bay State, to indicate that the economy is in fact getting healthier, and this trend will continue and likely accelerate in the year to come.
Let’s hope the projections are right. This recovery hasn’t been quite as bad as the one in the early ’90s, but it has been long, slow, and for the most part unremarkable.
The year ahead will likely see the start of construction of an $800 million casino in the South End of Springfield, creation of a UMass satellite facility in Springfield, real progress on Union Station, and other initiatives. It would be helpful if all that was accompanied by an economic expansion that touched all sectors.
There’s still a great deal of uncertainty and turmoil to deal with, but it looks like it’s time to change the music to something a little more upbeat.
Let’s hope so.

Opinion
Deliberation Needed on Minimum Wage

In 2006, the state Legislature enacted a two-step increase in the minimum wage, raising it to $8 per hour by January 2008. At the time, that rate was the second-highest in the country, behind Washington state and tied with California. Just about each year since then, the issue of increasing the minimum wage comes up for debate on Beacon Hill, and this year was no different.
On the second-to-last day of the 2013 legislative session, the Senate passed a bill increasing the rate in three steps to $11 per hour while tying additional increases to inflation. The Affiliated Chambers of Commerce of Greater Springfield (ACCGS) advocated that the Senate move its vote until the new year for several reasons, not the least of which was the timing of the vote so late in the session, giving amendments to the bill very little attention and time for debate, and the House virtually no chance to debate either the bill or its amendments until the new year.
The ACCGS expects the issue to come to a head early in the coming year. We suspect the rate will be increased, as the debate seems more focused on what the rate will be rather than if the rate will be higher and whether or not it will be tied to an inflation-linked index, and how this acknowledged increase in the cost of doing business will be offset by decreases in other business costs.
Even the term ‘minimum wage’ is being debated. There are some in the Legislature who would prefer the rate be increased even higher than the Senate’s suggested $11 per hour, noting that it would be a ‘living wage,’ and there are those who would like to see a more moderate and reasoned approach for a ‘starting wage.’
Whatever the term, a wage is a wage, and wages constitute one of a company’s largest operating costs. As such, the ACCGS believes more debate and deliberation is needed on this issue, and is calling for a very careful and detailed look at any request for an increase.
A recent survey of chamber members showed that more than 80% of the respondents already pay above the state and federal minimum wage, with more than half paying an hourly rate of $10 or more. More than 80% said an increase in the minimum wage was somewhat or very important to them, noting their very real concern that a large increase would cause upward pressure on all wages. Many of the businesses went so far as to acknowledge that other steps would need to be taken in their individual businesses to offset that pressure.
The ACCGS recognizes that more than 10 other states have increased their minimum wage rate this year, but believes that none have taken it to the levels the Massachusetts Senate did. We know there are studies as to the pros and cons of an increase and the impact it has on the economy and on jobs, and our own survey results show there will be an impact. With an unemployment rate in our region that is almost 50% higher than the state in general, actions that could inhibit job creation must be scrutinized.
As the House moves its debate forward, the chamber will advocate with representatives for moderation in any increase in the minimum wage, recognizing what negative impacts could occur, while at the same time, the chamber will call for a linked action to reductions in other costs of doing business, such as the unemployment-insurance tax. Like the minimum wage, where this state ranks among the highest in the U.S., the same holds true for the cost of unemployment insurance. The chamber firmly believes we should all work collectively and collaboratively at reducing the costs of owning and operating a business in the Commonwealth to enable job creation, reduce unemployment, and improve the overall economy of the region.

Jeffrey S. Ciuffreda is president of the Affiliated Chambers of Commerce of Greater Springfield.

Features
Deadline Approaches for Finalizing the Class of 2014

BizDiffMakrsLOGO2011
The clock is ticking, but there is still time to nominate an individual or group for BusinessWest’s Difference Makers class of 2014.
Nominations, which can be completed online here will be accepted until the close of the business day (5 p.m.) on Dec. 20.
Difference Makers is the program BusinessWest launched in 2007 to recognize those who are, as the name suggests, making a difference in the region called Western Mass. Over the years, winners have come from a number of fields and been involved in a host of endeavors — from filling shelves in school libraries to creating a hugely successful fund-raiser to battle breast cancer; from fighting crime in Holyoke to making a community college more of a force in efforts to build a quality workforce in the region.
And in recent weeks, a number of nominations have been received that reinforce the notion that there are, indeed, many ways in which a group or individual can make a difference, said Kate Campiti, associate publisher of BusinessWest.
She noted that individuals and organizations representing several sectors, from healthcare to education to the nonprofit realm, have been nominated.
“Each year, we’re reminded that there are many ways to make a difference, and people and groups that are making a positive impact on overall quality of life in this region,” she said. “In recent years, we’ve had some hard decisions to make about who will be honored at our annual event in March, and this year is no exception.”
The class of 2014 will be selected by the editors and publishers of BusinessWest, and their stories will be told in a special section that will appear in the Feb. 10 edition of the magazine.
The annual Difference Makers awards event will be staged March 20 at the Log Cabin Banquet & Meeting House in Holyoke. For more information on the Difference Makers program, call the magazine’s editor, George O’Brien, at (413) 781-8600, ext. 102.


Previous Difference Makers:


2009

• Doug Bowen, president and CEO of PeoplesBank;
• Kate Kane, managing director of the Springfield office of Northwestern Mutual Financial/the Zuzolo Group;
• Susan Jaye-Kaplan, founder of GoFIT and co-founder of Link to Libraries;
• William Ward, executive director of the Regional Employment Board of Hampden County; and
• The Young Professional Society of Greater Springfield

2010

• The Irene E. and George A. Davis Foundation;
• Ellen Freyman, attorney and shareholder at Shatz, Schwartz and Fentin, P.C.;
• James Goodwin, president and CEO of the Center for Human Development;
• Carol Katz, CEO of the Loomis Communities; and
• UMass Amherst and its chancellor, Robert Holub.

2011
• Tim Brennan, executive director of the Pioneer Valley Planning Commission;
• Lucia Giuggio Carlvalho, founder of Rays of Hope;
• Don Kozera, president of Human Resources Unlimited;
• Robert Perry, retired partner/consultant with Meyers Brothers Kalicka; and
• Anthony Scott, Holyoke police chief.

2012
• Charlie and Donald D’Amour, president/COO and chairman/CEO, respectively, of Big Y Foods;
• William Messner, president of Holyoke Community College;
• Majors Tom and Linda-Jo Perks, officers of the Springfield Corps of the Salvation Army;
• Bob Schwarz, executive vice president of Peter Pan Bus Lines; and
• The Women’s Fund of Western Massachusetts.

2013
• Michael Cutone, John Barbieri, and Thomas Sarrouf, organizers of Springfield’s C3 Policing program;
• John Downing, president of Soldier On;
• Bruce Landon, president and general manager of the Springfield Falcons;
• The Sisters of Providence; and
• Jim Vinick, senior vice president of Investments at Moors & Cabot Inc.

Cover Story Economic Outlook Sections
Economy Gains Momentum, but There Are Still Some Hills to Climb

COVER1213b3As the director of Economic and Public Policy Research for the Donohue Institute at UMass, Dan Hodge has been involved in a number of initiatives in — and involving — Springfield.
He had a role in the post-tornado initiative called Rebuild Springfield, for example, and has been both a close observer and color commentator of sorts with regard to the many different types of development that have emerged over the past several years.
Summing up the mood, or attitude, he believes is taking shape in the City of Homes, he said, “people are asking, ‘when are things going to happen here?’”
The answer, he went on, is now, or very soon.
Indeed, 2014 could be a watershed year, especially for Springfield, but also for the surrounding region, he said, noting such initiatives as the long-awaited redevelopment of Union Station and the recent announcement that UMass Amherst will proceed aggressively with establishment of a so-called satellite center at Tower Square, a $25 million undertaking.
And then, there’s that casino project that MGM Resorts International wants to build in the city’s South End. It is, at the moment, the only bidder for the coveted Western Mass. casino license still on the table. If MGM’s plan wins the favor of the Mass. Gaming Commission, and if the entire gaming initiative isn’t delayed — or waylaid — by a statewide referendum question now picking up speed (two big ‘ifs’), then cranes could start appearing on Main Street by next fall.

Dan Hodge

Dan Hodge says 2014 could be a year when things start to pick up, not only in Springfield, where many projects are expected to get underway, but with the economy in general.

“I think we could move from hearing people say, ‘it’s never going to happen,’ to ‘I think it’s going to happen,’ to ‘hey, it’s really happening,’” he noted, referring specifically to long-discussed projects like Union Station, but also to the city’s recovery in general.
And in some ways, the same can be said for the economy itself, said Hodge, noting that after four and a half years of tepid — at best — recovery, this region, and the state as a whole, is poised for something more substantial.
In fact, things started to improve late this year, said Alan Clayton-Matthews, senior contributing editor for MassBenchmarks and an associate professor of Economics and Public Policy at Northeastern University.
Massachusetts gross domestic product (GDP) grew at an annual rate of 3.5% in the third quarter of 2013, nearly a percentage point higher than the country as a whole, he noted, adding that this improvement (the state grew at only 1.7% in the second quarter) was due to slow but better job growth, rising wages and salary incomes, and a higher rate of spending on items subject to sales taxes. A recovering housing market and more robust consumer and business spending are driving economic growth and providing much-needed relief from what he called “considerable fiscal drag” in the form of mandated sequestration spending cuts and higher payroll taxes than last year.
Fourth-quarter numbers won’t be out for a few weeks, but Clayton-Matthews expects those trends to continue into next year, for which he projects further improvement to the employment picture, which is the real driver of additional spending.
“There are positive signs that private demand is picking up, and there is some backlog in demand that is now being felt in the market because of improving employment and household incomes, and improving wealth in households thanks to rising home prices and rising stock markets,” he said. “The net effect is that the economy is growing, and that will probably continue.”
However, discussion of the state and national economy and projections for brightening skies have come with a host of caveats in recent years, and 2014 will be no exception, said Michael Goodman, co-editor of MassBenchmarks and associate professor of Public Policy and chair of the Department of Public Policy at UMass Dartmouth.
Such caveats include the global economy, which continues to be weak, with several European countries still struggling with massive debt issues, and especially that aforementioned ‘drag,’ which has the potential to become significant and slow the pace of progress, he said, before using some terms more suited for driving to effectively get his points across.
Michael Goodman

Michael Goodman says the ecomic skies seem to be brightening, but several forces — some of them well out of the state’s control — could impede progress.

“When it comes to monetary policy, we have the pedal to the metal,” he told BusinessWest, referring to Federal Reserve policies intended to fuel confidence, bolster the markets, and generate growth. “But with fiscal policy, we have the emergency brake on.”
Indeed, while a year that gave us the dreaded fiscal cliff, sequestration, and a government shutdown is drawing to a close, he noted, the turmoil, partisan politics, and what he called “brinksmanship” on Capitol Hill remain, and there will be more recovery-threatening decisions to be made in the weeks and months to come.
“So how far is that car going to go?” he asked, returning to his analogy. “Given the recent track record, which isn’t incredibly encouraging, I think more of the same is the most sensible outlook.”
For this issue, BusinessWest takes its annual year-end look at the economy and the prospects for the future. The consensus is that, while this region appears to be picking up steam, there are still some big hills to climb.

On-the-money Analysis
As he talked with BusinessWest about the economy, the ongoing but limited recovery, and the forces that will shape the foreseeable future, Goodman summoned that old Chinese proverb (some would call it a curse): ‘may you live in interesting times.’
Some would use a different adjective to describe this period, but that term works, he said, adding that this has certainly been an intriguing time in which to watch the economy, discuss developments in the classroom, and attempt to make projections about what will happen next.
Clayton-Matthews agreed, and set the tone for his analysis by saying, “this has been a nightmare of a recession.”
And by that, he meant both the actual downturn, the so-called Great Recession, which officially ended toward the middle of 2009, and the often-painfully slow recovery that followed.
In many respects, it has been like the recession of the late ’80s and early ’90s — noted in Massachusetts for the loss of an entire industry (minicomputers), multiple bank failures, a 12% reduction in GDP, and an equally long and slow recovery period — but in some ways, especially the force of the turbulence confronting progress, it’s been worse.
But is the nightmare over?
That’s the $64,000 question, said Clayton-Matthews, adding that there are definitely signs that it might be.
These include three consecutive months of payroll growth registered in August, September, and October, he said, adding that, while the gains were outwardly not significant (perhaps 1.5%), they are made more impressive by the “significant headwinds coming from the federal government,” as he called them, referring to everything from sequestration to the shutdown.
“Considering all that, it’s nice that we’re having any payroll growth,” he said. “This is much faster growth than I was expecting.”
Clayton-Matthews said the payroll figures contradict, to some extent, household-survey results, which indicate that that there are fewer Massachusetts residents working now than at this time last year, but overall, he considers the payroll numbers more reliable, and he believes they translate into improving confidence and increased spending.
“It appears that both the national and state economies have been growing — not at a rapid rate, but they’ve been growing,” he said. “And that has been resulting in higher levels of employment and, therefore, household income, and the ability to spend and the willingness to spend.”
Cliff Noreen, president of Babson Capital, which has more than $188 billion in assets under management, agreed, offering this broad summation: “the U.S. economy continues to heal, but is not yet healthy.”
Elaborating, he said he has a host of numbers he can summon that would seem to justify optimism about the economy and where it’s heading, but also give credence to his belief that the healing process is far from over.

Cliff Noreen

Cliff Noreen says the economy is healing, but is not yet healthy, although it is likely to get healthier in 2014.

Start with those concerning corporate profits, which have reached record levels — $1.83 trillion — and are outperforming a stock market that is up more than 25% for the year, although this growth is attributable far more to cost-cutting and other efficiencies rather than climbing revenues.
Meanwhile, government debt, which exceeded more than $1 trillion a year ago, is now down to $650 billion, he noted, adding that, while this number is still historically high, the drop is encouraging. Meanwhile, there was more good news in the November jobs report, which revealed that the economy is up 2.1 million jobs this year and unemployment fell to 7% for the first time in five years.
“It does seem like the economy is finally getting stronger,” he told BusinessWest. Every year, we sit here and we hear that the economy will be stronger next year, and it doesn’t get stronger. But this year, it appears the economy is actually strengthening, and we should be into a better economic environment in 2014.”
Looking ahead, based on data in the New England Economic Partnership forecast for Massachusetts, Clayton-Matthews expects employment growth to continue and accelerate through 2014 into 2015, largely because of those rising numbers for employment and income and the resulting trickle-down effect, and expectations that the drag from the federal government, while still a factor, will be less impactful.
By 2015, payroll growth in the Bay State is expected to hit 2%, he went on, adding that the growth will come across many sectors of the economy, but especially construction (especially as the housing market improves), professional and business services, leisure and hospitality, education, healthcare, and the ‘information,’ or technology, sector.
After 2015, payroll growth is expected to taper off, due mostly to the escalating number of retiring Baby Boomers (a phenomenon that presents another challenge for the Commonwealth and its employers), but the immediate future is looking more promising.

Work in Progress
But while the economic skies would seem to be brightening, there are many forces that could impede progress, said Goodman, adding quickly that many of these forces originate outside the borders of this state, and the country, for that matter.
And with that, he returned to what he called “ongoing political shenanigans” on Capitol Hill, and his analogy to hitting the gas at the same time the emergency brake is on.
“The Fed is doing everything in its power to encourage growth,” he said. “It’s keeping interest rates low, it’s making it more attractive to borrow, it’s increasing the monetary supply through quantitative easing … the Fed is just trying to snap us out of this by encouraging investment and sparking economic growth.
“But at the same time, we’ve been engaging in these austerity-related budget policies,” he went on. “We have sequestration, the inability of the federal government to even pass a budget, moving from continuing resolution to continuing resolution, which injects all kinds of uncertainty into important parts of the economy, and the periodic brinksmanship, which has had such a demonstrably negative impact on economic activity in the periods leading up to those moments of truth.”
Although the Senate eventually passed a budget last week, other challenges loom. In another eight to 10 weeks, the latest continuing resolution that allows the federal government to continue operating will come to an end, said Goodman, adding that the debt ceiling is also nearing its limit. Which means there are more moments of truth to come, and they make it extremely difficult to project what will happen nationally and regionally.
Meanwhile, the same is true for what’s happening — or not happening — overseas, he said, adding that the international economy remains weak, and its overall health is certainly something well beyond the control of state and national leaders.
But it bears watching because of the Bay State’s strong export economy and its vulnerability to adverse conditions in Asia and especially Europe, where more than 40% of the state’s exports wind up.
“That’s been a growth driver for the entire state, and it has allowed us to do, until quite recently, a bit better that the country as a whole,” he said, referring to what’s generally referred to as the ‘innovation economy.’ “We’ve grown a bit faster until very recently, and we’ve had quite a difficult time with employment, housing, and other areas, even though we’ve certainly had challenges.
“All of that is driven by businesses and consumer markets around the world purchasing our products and services,” he continued, listing everything from healthcare to computer technology. “All of these things have been driven by demand from around the world, and we don’t know what’s going to happen with that demand.”
Compounding this vulnerability is the general uncertainty, not to mention actual cutbacks, in federal spending resulting from sequestration and other austerity measures, he went on.
“The fuel for the innovation economy has been not just that international and national private demand, but also federal funds in the form of research dollars, government contracts, and government expenditures,” Goodman explained. “When we think about the Pioneer Valley and its precision-manufacturing base and its reliance on government funding, the changes that are taking place, with many of them resulting from government policy choices, are putting some downward pressure on demand and creating a lot of uncertainty.”
At the same time, there are some other forces at play with regard to the economy, he went on, noting, for example, that many of those aforementioned products and services being exported but also sold in this country are enabling businesses to effectively do more with less, meaning fewer employees, which is certainly contributing to tepid gains in employment.
Also, noted Hodge, Massachusetts is facing the difficult challenge of creating employment opportunities for those without a college education, who increasingly face the prospect of being left behind in this innovation economy.
Elaborating, he said the state’s unemployment rate is at essentially the same level as the rest of the country — 7%. But because this state has a higher percentage of people with college degrees than other states, its unemployment numbers are skewed toward those who are less educated.
“This is a big challenge for the state,” he said, adding that there are several initiatives being undertaken, and a workforce study involving the Donahue Institute and the Pioneer Valley Planning Commission has been launched in an effort to identify strategies for enabling more members of this demographic to enter the workforce and stay in it. “One of the things we keep hearing is that there are some good programs out there, but they’re just not reaching enough people.
“The unemployment rate in Springfield is still over 10%, and it’s the same in Holyoke,” Hodge went on. “And the longer people are detached from the workforce, the less they see a future, and the harder it’s going to be for them. This is a big segment of the population, and it’s a largely untapped resource.”

The Bottom Line
When asked if it’s difficult to make a projection for the future of the regional and state economies, Clayton-Matthews laughed.
“It’s not difficult to make a projection,” he said, responding to the specific wording of the question. “But it is difficult to make an accurate projection.”
That’s because, while many arrows are pointing up, there are those headwinds to consider, as has been the case since the recession officially ended and the recovery, such as it is, began.
If all goes well — or at least better than it has — then that emergency brake Goodman mentioned may finally be taken off, and if it does, then the economy might actually be able to pick up some speed.

George O’Brien can be reached at [email protected]

Autos Sections
Fathers & Sons to Expand, Reshape Facilities on Memorial Avenue

Damon Cartelli

Damon Cartelli is set to create the so-called terminal concept on Memorial Avenue.

It’s called the ‘terminal concept.’
That’s the phrase Audi has attached to a relatively new design it is now requiring for the showrooms that will display its growing roster of models. In literature intended for dealers, the look — which, as the name implies, educes an airport terminal — is explained this way: “designed to evoke the racing history of the brand, support the operational needs of dealers, and represent Audi through innovative design and materials, the Audi terminal concept is another physical manifestation of the ethos ‘progressive, sporty, and sophisticated.’”
Damon Cartelli used fewer, less poetic, but still effective terms to describe it.
“It has a certain look; it’s very German … there’s lots of glass, lots of metal, it’s a clean look,” said the president of the Fathers & Sons chain of dealerships, who will be creating that look at a new facility to be built a half-mile or so down Memorial Avenue in West Springfield.
The facility where he spoke with BusinessWest, currently devoted to Audi, Volvo, and Porsche, opened its doors 12 years ago, carved out of the old Coliseum banquet house. Cartelli still considers it state of the art when it comes to dealership look, feel, and amenities, and if he had his druthers, he’d be selling Audis there for a few more decades. But the carmaker, like many others these days, is more or less demanding a dedicated showroom (one that will display only its product) and one that meets a number of design specifications, inside and out.
Thus, Cartelli is taking what he calls a business “leap of faith.”
“What people tell me is that there’s an increase in business any time you build a new facility — you get an inherent lift,” he noted. “But we already have a facility that I believe is high-end and representative of the brand. It’s a tough pill to swallow to build a new dealership, and I have my doubts, but I’m going to trust what the brand tells me and hope that if you build it, they will come.”
But that’s not all. This project is currently being called ‘phase one’ of an initiative that will change the face of a nearly two-block section of the north side of Memorial Avenue and possibly create some new business opportunities for this chain of dealerships.
Indeed, while creating the new Audi dealership on land currently occupied by a Midas muffler location, a tool-supply shop, and a few buildings housing various Fathers & Sons operations and inventory, Cartelli plans to create one and perhaps two other facilities, which on current blueprints are labeled ‘future dealerships.’
And there will be some options with regard to what carmakers’ names eventually go over the door, he said, adding that the list includes models sold at existing Fathers & Sons facilities on Memorial Avenue — Volvo, Porsche, Volkswagen, and Kia — as well as some nameplates not currently sold in Western Mass., including Mercedes-Benz, Infiniti, and Acura, among others.
Meanwhile, the new Audi dealership will provide an opportunity to perhaps better showcase one of the hottest car lines at the moment, one expected to gain additional momentum with new models in the A-3 series, a smaller, less-expensive line, said Cartelli.
“We’re currently selling roughly 20 cars a month,” he said of the Audi brand. “With the new A-3 series coming out, Audi’s projection is that we’re going to almost double that number.”
Demolition of existing buildings on Memorial Avenue will commence within the next month, ground should be broken on the new Audi facility by spring, and the dealership is expected to open its doors by the end of next year, he said, adding that, while this timeline is aggressive, it is also realistic.
For this issue and its focus on auto sales, BusinessWest takes an in-depth look at the plans that will give a new look to that section of Memorial Avenue — and write a new chapter in the intriguing history of this family business.

Driving Force

Audi dealership

‘The terminal concept,’ as seen in an Audi dealership in California.

Before talking about the future, Cartelli first referenced something now considered mostly a thing of the past in this business.
This would be the so-called auto mall, or facility that sells a number of different nameplates under one roof. There are still many operating, he said, including the dealership the Cartelli family fashioned from the Coliseum, which at one time sold four brands — Audi, Volvo, Porsche, and Saab, the last of which is no longer made.
Increasingly, though, automakers want a facility dedicated solely to their models, mostly to reduce (in theory, at least) the odds of a consumer eventually driving away with another carmaker’s product.
“Customers won’t have contact with the other brands, which is something the factory wants,” he explained while discussing the planned new Audi dealership. “It’s funny how this industry went from the auto-mall-type complex where you could stay inside and shop all the brands and compare and go from there, to the dedicated dealership, because the factories don’t want their models to be compared to the others, even though that’s going to happen anyway.”
This was just one of the dynamics that led to the commencement of discussions between Cartelli and Audi nearly two years ago, with the carmaker aggressively stating its case for both a dedicated dealership and that aforementioned terminal concept, and Cartelli agreeing, if somewhat reluctantly, to take that leap of faith.
Memorial Avenue was the logical place to build such a facility, with the existence of other company dealerships and the potential for economies of scale, said Cartelli, who commenced putting together a plan — one that would involve use of existing Fathers & Sons facilities and acquisition of other property with frontage on that street — and then executing it.
He acquired the Midas property last spring, and entered into a purchase-and-sale agreement on the tool-supply shop late last summer. He also hired an architect to work in conjunction with one commissioned by Audi to develop a design.
The emergence of a casino proposal for property in the southeast corner of the Big E complex that virtually surrounds the existing Audi, Volvo, and Porsche dealership added some intrigue to the planning process, and there were discussions with casino developer Hard Rock International about acquiring the Father & Sons site.
But the talks never advanced, and Cartelli, sensing that the casino proposal would be defeated in a referendum — which it was — proceeded with the mindset that Fathers & Sons would keep its existing facility and expand down the street.
Cartelli visited several Audi dealerships in New England that had created the terminal concept, and eventually adopted something similar to others — especially the Wallingford, Conn. store — but still unique in its own way.
Memorial Avenue

Damon Cartelli says the new Audi dealership is part of a bigger initiative that will change the face of a one-block area on Memorial Avenue and provide new opportunities for the company.

The planned 27,000-square-foot facility, not much smaller than the current home to three makes, will include a showroom big enough to display eight cars (the current Audi space can showcase five or six, depending on the models), an eight-bay service area, and a waiting area with most of the amenities that newer luxury-model dealerships boast, from a flat-screen television to leather couches to Internet access.
The new Audi store, which comes with a sticker price of roughly $3 million, will create both more space and flexibility at the existing facility, said Cartelli, adding that Porsche has been pressing for more showroom space there and will get it when the existing Audi showroom is apportioned to the other German automaker, doubling the number of cars that can be put on display. Meanwhile, the existing Porsche space on the lower level of the dealership will be renovated into a service area for Porsche and possibly Volvo.
As for the ‘future dealership’ notations on the early blueprints for the project, Cartelli said time will eventually tell how these will be colored in.
While it is possible that one of the existing dealerships (Volkswagen or Kia) will be expanded and updated into one or more of those slots, a model (or two) currently not sold in this region may emerge as a contender if the circumstances permit.
“You need some luck and the willingness of the factory to recognize that they need a dealership in this area,” he said, noting that, with some nameplates — Cadillac and Mercedes-Benz, for example — the nearest dealerships are in Hartford, and the manufacturers are currently content with that.

Into a Higher Gear
Looking ahead, Cartelli said he’s optimistic that the new dealership will do what Audi believes it will — bring more people to the showroom and, in the long run, sell more cars.
“I hope the building alone gives us some lift,” he told BusinessWest. “But what I’m really relying on is their products, what I see coming, what I believe is coming, the strength of the brand, and the direction they’re heading. All this leads me to make this investment, because if it wasn’t for what I believe is a very strong brand, I would just stay here and say, ‘thanks, but no thanks,’ and continue to sell cars out of this facility.”
As he said, this is a leap of faith, one that he hopes — and expects — will land him in a position to grow the business and drive more opportunities.

George O’Brien can be reached at [email protected]

Autos Sections
Today’s Vehicles Are Loaded with Safety Features

Michael Oleksak

Michael Oleksak says drivers, especially those with children, respond enthusiastically to features like backup cameras, enhanced airbags, and child locks.

Motorists are supposed to keep their eyes on the road. That goes without saying, right?
Yet, think of all the distractions that could cause a momentary lapse in concentration, from bickering kids in the back seat to a sip of coffee to a quick glance at the radio dial. If traffic suddenly slows during one of those moments, an accident can occur.
That’s the idea behind adaptive cruise control.
“It’s a built-in collision-prevention system that maintains a set distance from the car in front of you. It lights up on the dashboard when you’re approaching a solid object faster than you should be,” said Brian Farnsworth, a sales consultant with Marcotte Ford in Holyoke, adding that the system is typically paired with brake support “In addition to giving you visual and audio cues, it fully charges the brakes for you, so when you hit the brakes, they’re ready to respond as fast as possible.”
But that’s certainly not the only high-tech vehicle-safety advance of recent years. Equipment that alerts drivers to hazards while backing up are standard on many models, said Michael Oleksak, general manager at Burke GMC in Northampton.
“The rear-vision camera is a tremendous safety feature for the driveway, if someone has small children,” he said. “It gives you a complete panoramic view of the back, and there’s a backup alarm system, so if you’re backing up, and you get within 30 inches or three feet, it starts to beep, and you also see a light flash. Then, as you’re getting closer and closer, the beeps come more often and also louder.”
Michael Filomeno, Marcotte’s general manager, said many Ford models already feature the backup camera, and the device will be standard on more models next year. Meanwhile, pending regulation from the National Highway Traffic Safety Administration could soon make this technology standard on all vehicles — just one indication of how safety concerns are driving innovation among manufacturers.
“Airbags, anti-lock brakes, things that were big safety features in the ’80s, are pretty standard things now, but they’ve evolved,” Filomeno said. “We have better technology, things like adaptive cruise control, a new generation of airbags — it’s a whole different vehicle than it used to be.”
For this issue and its focus on auto sales, BusinessWest examines what’s new in vehicle safety, and why it matters to dealers and drivers alike.

Something Old, Something New

Michael Filomeno (left, with Brian Farnsworth)

Michael Filomeno (left, with Brian Farnsworth) says even safety features that first appeared decades ago have advanced in recent years.

Of course, safety concerns are nothing new for carmakers.
“While new technologies are greatly advancing safety features, auto manufacturers have had the consumer’s welfare in mind since the automobile’s inception,” notes Greg Fowler in Auto Trends magazine. “Many aspects of today’s vehicles taken for granted were initially included to improve the automobile’s marketability by making it seem less of a daredevil’s toy and more useful to the mainstream public.”
Until recently, vehicle safety features advanced slowly at best. According to Auto Trends, safety glass was first used for automobile windshields in the 1920s, and Buick was the first manufacturer to install a flashing turn signal in 1938. Meanwhile, cars had been on American roads for more than a half-century before seatbelts were introduced in 1949.
The ’70s and ’80s saw airbags and anti-lock braking systems become commonplace, but even those features have come a long way.
“Years ago, a car had two airbags,” Oleksak said. “Now, depending on the vehicle, you might have eight or 10. There’s side curtain and head curtain and side impact.”
Farnsworth added that Ford vehicles recently introduced front knee airbags on both the driver and passenger side, as well as inflatable seatbelts for children in the rear seats of SUVs.
Across the auto industry, in fact, airbags are anything but old hat. Because airbags have been deemed responsible for blunt-force injuries and even deaths, especially to children, over the years, all passenger vehicles since 2006 have been designed with advanced frontal airbag systems, the industry term for a deployment technology that automatically detects the size and position of the passenger and the severity of the crash, then uses that information to vary the force with which the bags inflate.
Oleksak was quick to note that many safety advances of modern times are decidedly low-tech, while others rely on more complex equipment.
“It’s a small thing, but we have child locks you can program though the locking system,” he said. “Another small feature, but very helpful, that you see in a lot of the Chevy trucks is the flasher in the side mirror — when you put the directional signal on, the mirror arrow flashes. Someone up close to you might not see the brake light, but they’ll see your mirror flashing.”
More advanced features do the opposite, alerting drivers to fellow motorists they might not see in their blind spots. That’s the purpose of the lane- departure feature, which alerts drivers when they’re drifting from their lane without a turn signal on, and also warns them when not to change lanes. “Let’s say someone is passing you on the right and is very close to you,” he said. “You see something flash, so you know not to pull over to the right.”
Even the simple act of parallel parking is being boosted by technology. An increasing number of carmakers are offering a feature that detects the size of the parking space, guides the driver into the starting position, and then parks the car automatically, hands-free — which, as it becomes more commonplace, could theoretically prevent many minor scrapes and fender benders.

Saving Lives
Of greater concern, of course, are serious accidents that cause injuries and deaths, and automakers understand those stakes. For example, the Insurance Institute for Highway Safety estimates that up to 1.2 million crashes could be prevented or mitigated each year if all vehicles boasted some kind of forward collision avoidance system — preferably paired with autonomous braking systems or adaptive headlights, which rotate to better light the car’s path on curves and reduce glare for oncoming traffic.
The institute also credits electronic stability control — a recent innovation that helps drivers correct a swerving vehicle by applying brakes on individual wheels — with reducing the risk of a single-vehicle fatal crash by 50%, which is why it’s now standard equipment across the industry.
Oleksak said car buyers are increasingly aware of newer safety features, and are coming to expect them. “Even on the entry-level Chevy Cruze, you’re getting most of these features. Some are standard, some optional, depending on the model.”
Also popular with GM drivers is OnStar, a satellite service that provides navigation assistance but also features automatic crash response, alerting emergency services of an accident and its location. Drivers can also trigger that response manually in case of, say, a heart attack or a carjacking. Ford has a similar service called Operator Assist.
“That’s one of the features you hope you never have to use, and others, you use all the time,” he said of vehicle-safety devices in general. “Cars have really leaped ahead with safety. Just look at the way they’re designed, with crumple zones, the way the hoods fold. Years ago, in an accident, the hood came back through the windshield. Nowadays, with crumple zones, the hood folds a certain way, so as not to injure a person.”
Safety glass has improved as well, Oleksak noted. “Years ago, the glass was jagged, but now, the windshield breaks into a million pieces, almost like ash.”
Meanwhile, Farnsworth pointed to the roll-stability feature now standard on many Ford SUVs as just another example of safety advances drivers often take for granted. “People don’t always know about it. Our job is to let them know what’s available. And there are so many features now.”
Fowler notes in Auto Trends that safety advances have not only led to fewer accidents, but fewer insurance claims, which can lower insurance rates for everyone. “Cars do not drive themselves,” he notes, “but technological advances are getting us close.”
“Ford’s got a lot of cool stuff people don’t even know about,” Filomeno added. “When they come in, they’re not coming in looking for adaptive cruise, necessarily, but when you show them the car and tell them what it has, they’re really awed by it.”

Joseph Bednar can be reached at [email protected]

Sections Technology
Jeremiah Beaudry Colors in a Successful Story of Entrepreneurship

By MICHAEL REARDON

Jeremiah Beaudry

Jeremiah Beaudry took his youthful passion for computer repair and turned it into a successful business.

By the time Jeremiah Beaudry was 10 years old, he was building computers.
By the time he was 14, he was running his uncle’s computer repair shop, and by the time he turned 15, he had started his own computer business.
Call him a prodigy. Call him a wunderkind. The bottom line is, the owner of Bloo Solutions in Chicopee knew exactly what he wanted to do in life, and was very good at it from a young age.
“My uncle, Len Beaudry, had his own computer shop in Leominster called Computer HMO,” Beaudry told BusinessWest. “He would drop off broken computers at our house, and my Dad would put them in the basement, and I would go down there and play with them. They were like Lego sets to me.”
When he was 13, Beaudry worked summers repairing computers in his uncle’s shop. The next summer, he ran the business while Len was away. Beaudry mostly taught himself about computers, as he scoured the Internet for instructional videos and any other resources he could find.
“I broke things constantly,” he said. “I’d spend days figuring out what I did wrong. I learned by getting my hands on it and why I did what I did.”
At 15, he opened his business, initially called CBOS Computers, out of his basement at home.
“It was a silly name; it stood for Can’t Beat Our Service,” Beaudry said with a chuckle.
Beaudry, now 30, recently sat in his small computer shop on Grattan Street in Chicopee, surrounded by computers in various stages of assembly and repair, to talk about his business and his formula for success. He was relaxed in blue jeans and a T-shirt, and takes a genuine interest in other people, asking a visitor how he got started in his business.
The choice of the name Bloo Solutions, with the unconventional spelling of the word ‘blue,’ was simple. Beaudry loves the color and designed many websites using different variations of blue. When he went to register the domain name, he found another company called Blue Solutions existed, so he simply changed the spelling.
The venture has carved out a niche as a resource for small businesses throughout the region seeking information-technology solutions. Beaudry provides a wide range of services, including website design, repairs and troubleshooting, virus removal, network and security setup, and more.
He has also offered advice to clients on the right computer or entertainment center to buy, and even on how best to market their products or services.
“What I like most is solving problems for people,” Beaudry explained. “I like to know I’m doing something to make a positive difference in somebody’s business.”

Web of Intrigue
A native of South Hadley, Beaudry graduated from South Hadley High School in 2001. Before earning that diploma, though, he was earning a salary with his own business, one focused mostly on repairing computers owned by clients of his father, an independent financial manager.
“I learned a lot … they were patient with me,” he said, adding that having a father who worked for himself had a big influence on him. “Having flexibility is more important than having stability sometimes.”
In the beginning, Beaudry would make cold calls to area business owners trying to  grow his client roster. In 1999, he scored his first big website-design job when he was hired by Tekoa Country Club in Westfield.
“I got a $4,000 contract to do their website,” he said. “It was unbelievable to me. Since then, I’ve never advertised. Business has been all word of mouth. It’s grown organically.”
Beaudry took a break from the business to attend Bentley College in Waltham. While at school, he worked at a local Radio Shack, which he hated. Indeed, that experience only reinforced his resolve to work for himself and enjoy both the freedom and responsibilities that come with being an entrepreneur.
“I was working someone else’s schedule,” Beaudry said of his time at Radio Shack. “It was the same thing every day. I wasn’t helping anyone; I was just selling things. I probably lasted there only four to six months.”
Bentley College didn’t take either. Beaudry found a client in Hingham, a retail store called Beauty and Main, that was expanding and needed help with updating its computer system to accommodate the move.
“They expanded from one to eight stores, and my job was to install software in all of their stores all over New England,” Beaudry said. “They were 80% of my revenue. I had a couple of people working for me at the time, helping with that project.”
That’s when Beaudry decided to leave Bentley behind and move back to South Hadley. He worked out of his house for 10 years before getting married and starting a family. Beaudry, his wife Chelsea, and son Daxton, who was born in June, live just over a mile away from his shop.
“Having a home office did the trick for a long time,” he said. “But then you start a family, and the office becomes the baby’s room. Plus, I needed a place to meet clients or where they could drop off their computers.”
Bloo Solutions has been at the Grattan Street location for about three and a half years. Beaudry has one employee, his South Hadley High School friend, Joshua Charland, an IT consultant, and more than 100 clients, about 25 of them steady.
“We try to be a one-stop shop,” Beaudry explained. “We target small businesses. We can be their outsourced IT department; they can come to us with all of their questions.”
Chicopee attorney Robert Lefebvre of Gelinas & Lefebvre has been a client of Bloo Solutions for about 10 years, from the time he met Beaudry through a marketing group. At the time, his four-attorney office needed help replacing equipment and updating its system. Since then, Beaudry has been like the office’s own IT department.
“Jeremiah has provided many services for us,” Lefebvre said. “He’s been phenomenal in helping our practice.”
The services provided by Bloo Solutions to Lefebvre’s law firm have evolved over the years to everything from designing the website to updating equipment; from installing backup systems to online marketing, and more.
“Jeremiah is indispensible,” Lefebvre said. “I’ve referred him to many different clients and businesses, and they’ve gotten the same great results that we have. For what he does, you usually have to hire a larger company that would cost you much more money. He provides a unique service to small companies.”
According to Lefebvre, what really impressed him about Beaudry was his commitment to getting to know how the law firm was run so he could better determine exactly the kind of services it would need.
“He’s reliable,” Lefebvre said. “He would research what other, similar firms are doing on issues involving security, and he would come back with recommendations so he could adequately structure our systems.”
Another Chicopee client, A. Crane Construction, retains Bloo Solutions for several IT projects, including the redesign of the company’s website, social-media marketing, IT solutions, and other work.
“Jeremiah is extremely detail-oriented,” said A.J. Crane, owner of the company. “He’s very serious about his business, which is not a common trait among many young business people. He treats his business like we treat ours. He’s very personable, very respectful.”
If Beaudry doesn’t have the answer, he has other experts he can recommend to do the job, he noted. And he is willing to refer his clients to someone who can help with a problem that is out of his area of expertise.
“He always finds the solution for us, even if it doesn’t make money for him,” Crane said.

Technically Speaking
Beaudry told BusinessWest that he’s diligent about keeping up with the ever-changing high-tech landscape. Computer viruses and other destructive bugs are getting more sophisticated and stealthy, and that keeps him busy educating his clients and installing or updating preventative solutions.
“One of the biggest things we do is to make sure clients’ network and security protocol are consistent so viruses won’t infect their computers,” he said. “It’s important to put protections in place so that, if a virus gets into your system, you won’t have much downtime. Downtime costs money, so we try to minimize it so you’re up and running in hours, not days. Nothing is more vital than having backups to your computer system.”
By providing such solutions, Beaudry has kept his clients from feeling blue — or, in this case, bloo, which has become the color of success.

Sections Technology
The Latest High-tech Devices Keep Users Connected

It wasn’t too long ago that Americans used their cell phones essentially to, well, make phone calls, and maybe send text messages and take the odd photo or two.
How times have changed. We live in an era of constant communication, where the phone is now a device for staying connected to social media, making financial transactions, playing games, and engaging in 100 other activities guaranteed to keep people staring downward.
They’re called smartphones, and they have evolved over the past five years from a useful tool to a ubiquitous part of the way people interact. According to the Pew Research Center, 56% of all Americans own one (91% own a cell phone of some kind), and that percentage is constantly on the rise.
And that’s why BusinessWest begins its annual feature showcasing the newest and best-reviewed high-tech tools with a few of the leading choices in smartphones.
iPhone-5SFor starters, Apple’s iPhone continues to lead the pack. Business Insider calls the latest iteration, the iPhone 5S ($199+), the top choice among 2013 models. “Yes, it looks nearly identical to last year’s iPhone 5. Yes, there are plenty of other smartphones out there that are just as good and can do a lot more things. Yes, the screen is relatively tiny compared to a bunch of the giant Android phones out there. But that doesn’t matter,” the magazine notes, because the phone boasts an ideal balance of power, useful features, and design.
The new model adds a fingerprint sensor called Touch ID that unlocks the phone without a passcode, as well as an improved camera with a dual LED flash that helps the phone take better photos in low-light settings, and a new slow-motion video feature. And the phone’s new 64-bit processor is about twice as fast as the processor in the old iPhone 5.
“For now, the biggest drawback for iPhone owners is going to be big-screen envy,” the magazine notes. “Unless you absolutely must have a giant screen, the iPhone 5S is nearly perfect.”
Samsung-Galaxy-S4For Android enthusiasts, Business Insider heartily recommends the Samsung Galaxy S4 ($649) and HTC One ($599). “This summer, Google partnered with HTC and Samsung to make new ‘Google Play editions’ of those two flagship phones,” it notes.
Why the hefty up-front costs? Instead of selling them through a wireless carrier, Google is selling the One and Galaxy S4 at full price, unsubsidized. With other phones, carriers typically subsidize the up-front savings through wireless-plan fees over a two-year contract.
In addition, the phones will receive software updates shortly after Google releases a new version of Android. “Historically, both HTC and Samsung have been pretty bad at getting new software updates out to customers because it takes a lot of time for them to modify Android,” the magazine notes. “And overall, Google’s clean version of Android is a lot better than the modifications you normally get from HTC and Samsung. There aren’t any preinstalled apps from HTC, Samsung, or your carrier.”
Business Insider gives a slighty edge to the One, calling it more attractive and fun to use than Samsung’s model. “These two phones are designed for people who don’t want to be locked down by carrier contracts and care about having the best Android experience you can get, all wrapped in excellent hardware.”

Consuming and Computing
iPad-AirSmartphones are only one aspect of this on-the-go culture of constant communication and media consumption. Tablets are another.
According to CNET, Apple’s iPad Air ($499-$539) delivers the best blend of performance and battery life in an attractive, thin, light package, with improvements in the front-facing camera and Retina Display. However, it lacks the Touch ID scanner available on the iPhone 5.
“Functionally, the iPad Air is nearly identical to last year’s model, offering only faster performance and better video chatting,” the site notes. “But factor in design and aesthetics, and the iPad Air is on another planet. It’s the best full-size consumer tablet on the market.”
iPad-Mini2Meanwhile, those looking for something smaller and cheaper might try the iPad Mini ($399), also with Retina Display, a speedy A7 processor, and improved wi-fi and LTE connectivity, with battery life that’s as good or better than last year’s Mini. It also lacks Touch ID. Still, CNET notes, “the new iPad Mini somehow shrinks down the iPad Air into an even more compact package, sacrificing nearly nothing.”
Kindle-Fire-HDX-8.9For media consumption alone, CNET calls Amazon’s Kindle Fire HDX 8.9 ($379) “a performance monster that speeds through websites and UI navigation at a frantic pace. Its screen is impressively sharp and its body amazingly light for a larger tablet.”
Despite the lack (for now) of a remote video viewing feature, no built-in storage expansion beyond the included 16 GB, and lack of Google Play access, meaning many apps still aren’t available, the device “isn’t just a great value, it sets the standard for a media consumption tablet.”
MacBook-Pro-13-inchLaptop computers continue to advance in speed and performance as well, and the best of the current crop, according to laptopmag.com, is the MacBook Pro 13-inch ($1,299), featuring an impressive 2560-by-1600-pixel Retina Display. “A fourth-generation Intel Core i5 processor and blazing-fast Flash storage drive make the MacBook Pro with Retina display a speed demon, while a lightweight, 3.46-pound chassis and 9.5 hours of battery life let you carry it all day.”
Pavilion-TouchSmart-11zFor consumers on a budget, the site’s top pick for 2013 is Hewlett Packard’s Pavilion TouchSmart 11z ($399), which combines a crisp, responsive 11.6-inch touchscreen with good battery life. While it’s not designed for heavy multitasking, offers narrow viewing angles, and is somewhat heavy for an 11-inch notebook, the speedy A4 processor, 320-GB hard drive, and 4 GB of RAM more than make up for those shortcomings, at least for the price.

Image Is Everything
Samsung-CLP-775NDPrinters come in a wide variety of price points, depending on the user’s needs for features and performance. Toward the higher side, Samsung’s CLP-775ND Laser Printer ($750) is the current favorite of PC World, which notes that “it breaks no new ground in output quality — photos are a challenge for it, as they are for most color lasers — but it’s fast and well-equipped, and its toner is economical.”
Standard features include automatic duplexing, a 500-sheet main input tray, a 100-sheet multi-purpose tray for envelopes and other thicker media, and a 350-sheet output tray, with room to add up to two more bottom-mounted, 500-sheet feeder trays. On the minus side, the transfer belt — a page-wide plastic band that helps convey toner from the cartridge to the paper — is fully exposed when the printer’s front panel is open, “just asking you to drop something on it.”
Still, with a 600 MHz dual-core processor and 384 MB of memory (expandable to 896 MB), the CLP-775ND posts a fast time of 18.1 pages per minute printing plain text, while color photos come out quicker than average, even though the quality of those pictures is pedestrian.
On the budget end of the printer scale, “the $300 range offers an interesting either/or choice: high-end color inkjets with full feature sets, for small-office or high-end home use, and very low-end lasers for small or home offices,” PC World notes. “But note that, while you can get a pretty nice monochrome laser for $300, a like-priced color model will be slow, lacking in features, and expensive to replenish.”
Officejet-Pro-8600-PlusThat said, the magazine’s top pick in this range is HP’s Officejet Pro 8600 Plus ($300), which boasts speed, at 13.2 pages per minute of plain text, and quick performance with printing photos, copying, and scanning. Meanwhile, features include universal automatic duplexing for copying, scanning, and printing, and full support of legal-size paper.
However, it can’t print on a CD or DVD, and its touch controls can be slow to react. Still, it does print from a smartphone or tablet, or from a remote location, through HP’s free ePrint service.
Fujifilm-X100SSpeaking of photos, digital cameras continue to evolve at a wide variety of price points. For those willing to foot the bill, PC Magazine highly recommends the Fujifilm X100S ($1,299), the follow-up to Fuji’s groundbreaking X100 digital camera.
The camera, like its predecessor, boasts a retro design, as well as a hybrid viewfinder system that can toggle between a big, bright optical view and an electronic viewfinder, as well as a fast lens with a 35-mm (full-frame equivalent) field of view. “The sensor has been upgraded to a 16-megapixel X-Trans CMOS design that is capable of producing some incredible results at extremely high ISO settings, and a notoriously sluggish autofocus system is now a reasonably quick one.”
Olympus-Tough-TG-2-iHSFor significantly less money, PC Magazine called the Olympus Tough TG-2 iHS a solid option at $379. Like its predecessor, the Tough TG-1 iHS — which the magazine described as “a compact shooter with a fast lens that could shoot deep underwater and survive drops, pressure, and extreme temperatures,” while taking great photos in all types of light — the new model makes a few modest upgrades at a lower price. “We haven’t seen another rugged camera that could challenge the TG-1,” it noted, making the TG-2 the logical choice for 2013.

Joseph Bednar can be reached at [email protected]

Insurance Sections
Leverage Your ‘Mod’ Squad to Keep Workers’ Comp Costs Down

By BILL GRINNELL

When Red Sox pitcher John Lackey grabbed his right arm in pain and walked off the mound in his first game of the 2013 baseball season, I can imagine that the Red Sox management held their breath.  He had missed all of the 2012 season. They had just invested a year in getting Lackey healthy, including costly surgery and extensive rehabilitation.
During that year, Red Sox management diligently followed Lackey’s progress. They encouraged his return as soon as possible. And, after learning that his pain that day was just a bicep strain, they had him up and throwing again 10 days later. He was back in the rotation to beat the Houston Astros just three weeks after the strain.
If you have an employee on your company’s disabled list, you would do well to follow the Red Sox management’s example.
Sidelined employees are not only a drain on productivity, but they can also quickly escalate your workers’ compensation costs. Keeping tabs on these employees’ healing process and getting them back to work as soon as possible are key to reining in those costs.
The factors that drive workers’ compensation costs are many and complex. Understanding them is important. You can’t manage what you don’t know.
Generally speaking, workers’ compensation policyholders with an insurance premium over $5,000 are subject to the Mass. Workers’ Compensation Bureau experience-modification rules. These rules establish an experience-modification factor (or ‘experience mod’) that is used to calculate your workers’ compensation insurance premium.
Like auto-insurance rates, experience mods are designed to make premiums cost more for those insureds with adverse loss experience and reward those with better-than-average experience.
The formula for your experience mod takes into account the frequency and severity of your losses compared with similar-sized companies in your industry. The bureau uses policy-holder loss data that is reported by insurers every year to calculate the experience mod.
The bureau looks at a three-year period of losses to minimize the effect of an extreme year (good or bad). The three-year period covers the three years prior to the last policy year completed. For example, an experience mod calculated on Jan. 1, 2014 will take into account the data from the policy years Jan. 1, 2010 to Jan. 1, 2011; Jan. 1, 2011 to Jan. 1, 2012; and Jan. 1, 2012 to Jan. 1, 2013.
A ‘snapshot’ of the losses is taken six months into a policy term and then reported. It’s important to attempt to close out open claims or question high reserves prior to this six-month snapshot event.

How It Works
Let’s talk about how the experience mod works and then get to how you can control your workers’ compensation premiums.
Remember how I said that the experience mod takes your frequency and severity of losses and compares them to what would be expected of a company of your size in your industry?
Well, if your actual losses are lower than expected, your experience mod will be less than 1.0, yielding a credit factor. The credit factor is applied against the standard premium and will save you money.
If your actual losses are greater than expected, then your experience mod will be more than 1.0, generating a debit factor. The standard premium would then be multiplied by the computed debit.
In Massachusetts, it is important to understand the dramatic impact that small losses can have on an experience-mod calculation. The full brunt of a loss up to $5,000 is added into the equation. The amount of a loss above $5,000 is discounted by factors near 80%. Two $5,000 losses produce a significantly higher debit than one $10,000 loss.
Experience-mod calculations are more sensitive to adverse loss experience today than ever before. While our elected officials can claim that Massachusetts has some of the lowest workers’ compensation rates in the country, you won’t hear them talking about mod calculations. Favorable rates have been significantly offset by experience-mod surcharges.
Loss-control programs, safety manuals, and light-duty return-to-work plans are all important ingredients toward achieving a lower mod. Tactics like these and others can be your ‘mod squad’ and help you keep workers’ compensation premiums down.
But most important of all, be careful who you hire.  New hires have consistently been the source of the worst workers’ compensation claims. Your hiring process is the key to your workers’ compensation experience-mod success.
With a selective hiring process, diligence with employee safety, and support to get injured and ill workers back on the job, you can keep your experience mod in check — and hopefully get World Series-winning performance from your employees!

Bill Grinnell is president of Northampton-based Webber and Grinnell Insurance Agency; [email protected]

Insurance Sections
How to Reduce Stress and Optimize Outcomes in Filing Insurance Claims

John E. Dowd Jr.

John E. Dowd Jr.

Let’s begin with the premise that insurance companies are in the business of paying claims, pure and simple. However, as most people are aware, the process of filing and then being paid for compensable claims is not always easy or convenient, depending on the size and nature of a claim.
We try to advise our clients at the outset of every claim of the appropriate steps they need to take to make sure things go as smoothly and quickly as reasonably possible. We also try to carefully manage people’s expectations for how the claim process will go, as well as the eventual payout amount they can expect. Unfortunately, some insurance companies handle claims better than others, and you need to rely on your insurance agent/broker to properly represent you both at the time you choose your insurance company and when a claim has occurred.
Many of the complaints insurance companies receive each year are from customers who are unhappy about claims handling. For many years, one of the top complaints people have regarding the claims process is a delay. When people are dealing with the issues that made them file a claim, it can be frustrating to handle the insurance claim on top of that. For this reason, it is important for all policyholders to be prepared. One of the best ways to do this is to make sure all of the information the insurance company would need is always available.
Policyholders should keep this information in a safe place where it will not be lost or forgotten. The following suggestions are also helpful.
• When filing claims, make sure they are submitted promptly. Call your agent/broker immediately after something happens that warrants a claim. Letting receipts pile up can cause more delays. If temporary repairs are put off or are not completed, the initial damage to the home could worsen. For example, water damage that is not addressed promptly could lead to problems that cost more money and may create coverage issues.
• Understand the policy. It is important for every individual to know what his or her policy says. Knowing what is covered and what is not covered makes it much easier to know what to expect when damage occurs. Waiting until a disaster happens to read through the policy will only result in further frustration. Talk with your agent/broker ahead of time so he or she can explain your coverage and answer questions.
• Use correct and complete information for the claim. Using incorrect or incomplete information will result in processing delays. Check all of the information for accuracy twice before submitting it, and make sure everything that is required has been provided.
• Keep records of all forms of correspondence. When making calls, sending e-mails, or receiving letters, make sure each one is recorded. Write down the date, the form of correspondence, the name of the contact person, and the subject of the correspondence. If there are any important details, include these in the notes. Policyholders should always ask questions and address any disagreements promptly.
• Keep records of temporary repairs. Some types of damage warrant immediate but temporary repairs. If this is the case, it is important to document any work that was done and who completed it. When purchasing supplies or services, save the receipts. Taking photos or videos before and after the repairs is also helpful. Homeowners should never make permanent repairs. Policies cover only necessary temporary repairs. Those who want to know how much it will cost to complete permanent repairs should arrange for one or more adjusters to provide quotes.
• Verify any denials. If a claim is denied, politely ask for the language in the policy that reflects why it was denied. Your agent/broker will assist you in confirming the accuracy of the coverage denial.
• Never rush into a settlement. When a settlement offer does not seem fair, contact your agent/broker immediately to discuss the matter.
• Ask for information to be released for health claims. If medical help was needed due to the reason for the claim, it is important to ask a medical provider to release relevant information. When policy holders suspect that a medical provider is overcharging, an insurance company may audit the bill upon request.
The claims process is a stressful one for many people. With proper preparation, this stress can be reduced significantly. The most important thing to remember is that your agent/broker is always available to help during any part of the process, so do not hesitate to contact your agency when questions arise.

John E. Dowd Jr. is a fourth-generation principal of the Dowd Agencies. He is one of three partners at the oldest insurance agency in Massachusetts with operations and management under continuous family ownership. The Dowd Agencies is a full-service firm providing personal, commercial, and financial-planning needs, with four offices in Western Mass.; (413) 538-7444; [email protected]

Insurance Sections
Severe Storms Are Creating a Trickle-down Effect on Policy Holders

Jim Phaneuf

With past and future storm damage in mind, Jim Phaneuf says, the state attorney general and insurance commissioner are making sure that carrier premiums and rate increases are justified.

When Jim Phaneuf references the weather, he’s certainly not making small talk.
Rather, he’s discussing big business — the insurance business, which he’s been in for more than 36 years, enough time to see everything, or just about everything, in this industry.
Indeed, over the past several years — and one year in particular, 2011 — Phaneuf, president of Bell & Hudson Insurance Agency in Belchertown, and others in this sector have seen things they’ve never seen before in terms of weather calamities and the resulting impact on the companies that write the policies and the consumers who purchase them.
‘Historic’ is the word he and others have used to describe it all — meaning everything from 2011’s ice dams, tornadoes, hurricane, and freak October snowstorm to subsequent weather events such as Superstorm Sandy in the fall of 2012, and the general consensus that this part of the country will see more of the same in the years to come.
But instead of words, Phaneuf and others like to use numbers to get their points across.
“Between 1980 and 2012, there were 123 U.S. weather-related events that resulted in claims of over $1 billion,” he told BusinessWest. “In 2011 alone, there were 12 U.S. weather-related disasters with over $1 billion in claims, and that caused insurance companies to raise rates to attempt to recover their losses. Our experience has been that most home-insurance customers have experienced rate increases in the past two years, largely as a result of the storms of 2011 and 2012.”
Corey Murphy, president of First American Insurance Agency in Chicopee, agreed, noting that 2011 was a banner year for weather-related claims in this region and others, and the impact from those losses will be felt for some time.
“I knew the insurance companies were going to have to respond — it was a catastrophic year; we had pretty much every natural disaster you could have,” he said, noting that rates have escalated for business and residential policy holders alike, between 3% and 6% on average.
The numbers vary, he said, because in many instances, an agency can sometimes shop for and get a better price, even at a time when many carriers are still struggling to recover losses. Meanwhile, agents can work with clients to lower their insurance bills by making sure they’re buying only what they need, passing on what they don’t need, and employing strategies such as bundling policies, taking higher deductibles, and avoiding marginal claims that will nonetheless trigger premium hikes.
Corey Murphy

Corey Murphy and his staff have kept their commercial and residential rate increases from storm damage as low as possible by shopping their policy needs with a variety of carriers.

Overall, he said, this is a time for consumers to renew — and tighten — their relationship with their insurance agency, because if predicting the weather is difficult, if not impossible, so too is gauging and minimizing the impact of all that weather on one’s insurance bills.
For this issue and its focus on insurance, BusinessWest takes an in-depth look at what has become a perfect storm — in every aspect of that phrase — for insurance carriers, and a time of challenge for those looking to protect their assets and manage the cost of doing so.

Climate Change
Recapping recent events, meaning those of the past few decades and especially the past few years, those we spoke with said things have become more unsettled.
They used that word to refer to both the weather — which, in the opinion of many, is being increasingly impacted by global warming — and the fiscal health and well-being of insurance carriers.
Indeed, due to the recent spate of weather calamities, most insurance companies will not write polices for hurricane-prone coastal properties in the Carolinas, Georgia, Florida, and Texas, said Bill Grinnell, president of Webber & Grinnell Insurance Agency in Northampton. So the states have created their own insurance mechanisms and set up rules, collecting premiums from property owners and assessing surcharges to those insurance companies that do business in other regions of those states.
“There is a wide belief that these storms are caused by global warming, which makes the weather less predictable and insurance outcomes less predictable,” Grinnell explained. “As a result, more revenues are needed to create reserves to cover the potential for more disasters, so there’s definitely been an uptick in the cost of insurance.”
According to a 2013 report, “Inaction on Climate Change: the Cost to Taxpayers,” by Ceres, a nonprofit organization advocating for sustainability leadership, the total loss exposure of these state-run insurance plans in the past 20 years has risen by 1,550%, from about $40 billion in 1990 to more than $600 billion in 2010.  Additionally, the report says only 50% of the damages in the U.S. caused by extreme weather events are privately insured, which leaves the federal and state governments (the taxpayers) to pick up the remaining tab.
Insurance companies, said Grinnell, earn revenue in two ways: premiums, of course, and conservative, low-risk investments, primarily in the bond markets.
With the historically low rates of return on bonds, insurance companies are not earning as much as they have in the past, and at the same time, they’re seeing higher bills from their reinsurance companies after paying out billions for just the past two years’ worth of catastrophic storms.
“So the reinsurance companies that provide the insurance for your insurance carrier for big disasters have increased their rates to the carriers, and those rates have been passed right down to the policyholders,” Grinnell explained, adding that the regional carriers in New England that do business in Massachusetts weren’t directly affected by Hurricane Katrina or, to a great degree, Superstorm Sandy. “So the majority of the storm-related increases are due to more localized events.”
Locally, Phaneuf added, state Attorney General Martha Coakley and Commissioner of Insurance Joseph Murphy are making sure carrier premiums and rates are justified.
“The attorney general seems to have served as a watchdog with the insurance issue,” he said, “to keep insurance companies’ rising rates in check.”

Policy Statement

Bill Grinnell

Bill Grinnell says insurance carriers are getting hit with higher rates from their reinsurance companies and passing these increases down to policyholders.

In this changing climate — for both weather and insurance to cover the damage it causes — Grinnell said agencies need to work even more closely with clients to reduce the impact on premiums while making sure customers’ bases are covered, literally and figuratively.
For instance, when his staff sees a client’s premiums spike significantly, they will attempt to shop that business around to get similar coverage, but at a better rate.
“We try to find a better home for their insurance if we’re able to, which we can some of the time, but not all of the time,” he said. “It’s definitely worth the effort if the insurance is going up more than 7% or 8%.”
Murphy agreed, but noted that there is seemingly less room for negotiating between agency and carrier in this environment, adding that this is another sign of the times and a product of the more adverse conditions within the industry, even though the weather has been much calmer this year.
“There’s a lot less back-and-forth over the last year or two. Now, there’s a lot less room; they’re pretty firm on what their prices are,” he said. “This year, it was a pretty mild year, but there were predictions that storms would increase, so there were a lot of adjustments by carriers based upon that.”
Those adjustments, Murphy went on, have appeared as higher premiums and a much harder look at what policies companies will underwrite. He called it “getting tighter.”
When Murphy and his agents present a potential policyholder to an underwriter — the person at the carrier who will decide how much to charge on the commercial lines, or even if they’ll write it or not — they want a much clearer picture of what they are writing.
“So, as an agent, we’re trying to present the best possible picture of that potential client,” he added. “The more you can make an underwriter feel comfortable about what they are writing, the better they feel about doing it.”
Meanwhile, agents can work with clients in a number of ways to help control their insurance bills without reducing coverage, said Phaneuf, listing several possible ones, including a willingness to accept a higher deductible.
“They generally mean lower annual premiums, but more out of your pocket when you have a loss,” he explained. “Your agent will also make you aware that you can control premiums by bundling discounts for your home and auto and installation of alarm systems, renewing your policies with the same insurer, and maintaining a loss-free status.”
Elaborating, he said that going years without filing a claim can lead to attractive discounts, savings that could more than offset the long-term costs from filing a claim in an instance where the damage only marginally exceeds the deductible.
In addition, Murphy told BusinessWest, he and his agents make sure their business clients are updating their product inventory and specific elements that they need for doing business.
“Business owners have to understand what their business is rated on,” he noted, adding that some standard ratings are based on square footage, which doesn’t change unless there is an expansion or a move, but other things do change, like real-estate values, replacement costs, inventory levels (up or down), or an increase in sales, all of which accurately reflect the business’s exposure.
The First American staff helps educate their commercial clients about keeping up with the current state of their property and business.
“If you don’t respond to your carrier with any updates, then they assume that all remains the same, and you could be paying more when you shouldn’t have to,” said Murphy. “But you don’t want them to be caught underinsured.”

Batten Down the Hatches
Grinnell and others we spoke with said their background is in business and insurance, not climatology or meteorology.
Predicting the weather is more difficult than ever, he noted, adding that even those with degrees in those subjects can’t say what will happen next year or over the next decade. The best thing to do is be prepared as much as possible, and that philosophy extends to the realm of insurance.
Phaneuf agreed, adding that, when it comes to weather patterns that are predicted to cause havoc in the future, protection of one’s home or business is, now more than ever, a complex business transaction.
“It cannot be effectively and appropriately done in 15 minutes,” he said. “In spite of what some national insurance carriers would like to have you believe, it is not a simple transaction like buying laundry detergent or breakfast cereal. If you treat it too lightly, you may not have the protection that you need when you need it … at a time of great loss.”

Elizabeth Taras can be reached at [email protected]

Features
This Veteran Goes to the Front Lines — of Home Healthcare

Nicholas Colgin

Nicholas Colgin is still climbing — both literally and figuratively — as a guide for blind individuals on summits, an advocate for unemployed veterans, and now as the owner of his own home-care business.

There have been a number of datelines attached to news stories involving Nicholas Colgin.
Many of them originated in the Tagab Valley in eastern Afghanistan, where, as a combat medic serving in Bravo Company for the Army’s 82nd Airborne Division, he saved the life of a French soldier shot in the head while facing enemy fire himself, an act of bravery that earned him the Bronze Star. It was also while serving in that remote region that others in his squad saved 42 Afghanis from a flooding river, an experience that he believes gave additional validation to his time serving in that conflict.
Later, though, there were stories out of Washington, first when he went to speak before Congress on the difficulties many veterans of Iraq and Afghanistan were experiencing as they sought gainful employment, and later when he was mentioned in speeches given by President Obama that outlined steps to combat the high jobless rates among what are known as the ‘9/11 generation’ of veterans.
Referencing Colgin, who, despite those actions that earned him a medal, couldn’t get a job as an EMT in Wyoming because he lacked the proper certification, the president said, “that isn’t right, and it doesn’t make sense — not for our veterans, not for the strength of our country. If you can save a life in Afghanistan, you can save a life in an ambulance in Wyoming.”
Fast-forward roughly two years from that speech in a former gun factory at the Washington Navy Yard, and the latest dateline for news on Colgin is, improbably, Springfield, Mass. Indeed, he’s not in an ambulance, nor in Wyoming, but instead in one of the many corner offices on the 12th floor of 1350 Main St., also known as One Financial Plaza. There, a map covering more than half of one wall identifies his territory — all of Western Mass. and some of Northern Conn. — as a franchisee for a national chain called Right at Home, which, as the name suggests, is a home-care agency.
There are a number of pushpins now on that map. They identify major healthcare providers in the Greater Springfield area as potential partners of sorts as Colgin looks to obtain market share in what is becoming a crowded playing field for home-care services.
Cultivating such relationships is now a major part of Colgin’s job description, although he noted quickly that there are many pressing issues as his gets this business off the ground, from interviewing candidates for caregiver positions to hiring an operations staff to staging an open house.
“We’ve had more than 300 applications in the past two or three weeks,” he noted, adding that the process of screening these candidates is ongoing. “They go through orientation, and we put a lot of time and investment into training to make sure we’re not sending someone into a person’s home that we wouldn’t let in our own grandmother’s home or parent’s home.”
How and where this entrepreneurial gambit came to be is an intriguing saga, one that says a lot about this determined individual, who overcame a number of injuries himself to put his name — which at one time he had trouble spelling because of a traumatic brain injury, or what those who’ve suffered one call a TBI — and the title ‘owner’ on his current business card.
Summing it all up, he said it has to do with mountains, or, more specifically, with climbing, and the need to keep doing it.
Elaborating, he divided returning veterans (and people in general) into three categories: ‘quitters’ — those who give in to their frustrations and often become substance abusers; ‘campers’ — individuals who come home and “relax for a while” (something he admits he did to some extent); and ‘climbers’ — those who “just keep climbing.”
“I decided I was going to be a climber,” he said, “and do it literally by taking blind people up mountains, and more figuratively by finding the next goal in life.”
ColginArmoredCar
Nicholas Colgin earned a Bronze Star for saving a man’s life in Afghanistan, but later was wounded himself, an experience that transformed a helper into someone who needed help.

Nicholas Colgin earned a Bronze Star for saving a man’s life in Afghanistan, but later was wounded himself, an experience that transformed a helper into someone who needed help.

For this issue and its focus on the business of aging, BusinessWest talked at length with Colgin, who has gone from being the face of unemployment among returning veterans to an individual now employing others in a venture with which he feels, well, right at home.

In the Line of Fire
Colgin was in the Peruvian Andes late last month, leading a team of 12 disabled veterans up 18,000-foot Mount Mariposa, when he received word that his franchise had secured the license necessary to operate in Massachusetts.
The juxtaposition of those happenings adds some poignancy to Colgin’s remarks about climbing, and also to the many facets of his life and the ways he measures success.
“I was going to do one last guiding trip before opening the business,” he explained. I submit the application and hop on a plane to Peru. I get one day in, and our application has been approved. It was a tricky place to be in — I’m in Peru, and now my business is open, and I’ve got to get back and hire employees.
“It’s been quite a journey, and this part of it is really just getting started,” he went on, before venturing back to another dateline in his life, the first.
That would be Chesterfield, Va., a small community not far from Richmond, where he spent several generally unhappy and challenging years.
His mother wound up in prison, and his father, with only a sixth-grade education, struggled to earn a living. Colgin said he was essentially raised by his grandmother, and by his senior year in high school, he was in many ways rudderless. It was a friend bent on joining the Army who provided inspiration and a compass point, but Colgin still had no idea what to do with himself — in the military or after his tour of duty was over.
“I signed on as a medic,” he said, following those words with a pause and shrug as if to indicate there was no profound reason for that choice. “I had never done anything in healthcare … when I went to sign up, I didn’t really know much about the military other than what you see in movies. I had just seen Black Hawk Down, and I said to them, ‘I want to be one of those guys.’
“They chuckled at me and said, ‘that’s not really a job,’” he went on. “They said, ‘you’re pretty smart … you can be this, or this, or maybe a medic.’ I said, ‘I’ll be a medic — that sounds like a job people really look up to.’”
He would eventually find out just how off he was in that reasoning — at least when it came to finding a job a few years later.
Fast-forwarding a little, Colgin passed the six-month training course to become a medic; two-thirds of those in his class did not. He worked in several facilities stateside, teaching medical classes, and was set to get out of the military without being deployed, but wound up volunteering for an assignment. “I figured, we’re at war; I might as well do my part,” he said, adding that a deployment he thought would last six months to a year instead stretched to 15 months.
He called it the “quintessential war experience,” one that took place mostly at Firebase Morales-Frazier. The highlight of his tour, if one could call it that, came in 2007 when he went to the aid of a French soldier hit by Taliban fire. The two were pinned down for about three hours, under constant fire, while Colgin administered care credited with saving the man’s life.
Colgin has several scattered memories of that experience, everything from being able to put whatever French he managed to retain from high-school classes to good use, to his own emotions as he offered care and counseling to the wounded soldier.
“You’re in Afghanistan, you’re getting shot at, people are getting blown up … you’re treating these people day in and day out, but you don’t really get scared; you just say, ‘this is just a job, this is what I’m here to do, treat it as a professional situation,’” he recalled. “But then I remember taking care of him. We’re in a small vehicle finally getting out of there, and his legs are on mine. I’m trying to tell him everything’s going to be all right. I was saying it confidently, but my legs just wouldn’t stop shaking, because I didn’t know if he was going to be all right. But I knew if he wasn’t going to be all right, it was not going to be because I slacked on my job and didn’t do all I could.”
Just a few months later, Colgin was driving a Humvee — something medics don’t often do, but he felt compelled to take his turn behind the wheel — when it took a glancing blow from a rocket-propelled grenade, or RPG. He said his head hit something, probably the steering wheel or windshield, breaking his nose and giving him what he called a “concussion of sorts.”
“One side of my body was numb, and I remember thinking that something wasn’t right,” he recalled. “We didn’t really know a lot about traumatic brain injuries at the time. I came home, had a lot of surgeries on my face — they rebuilt my nose — and needed a lot of treatment.
“I had been this helper overseas,” he went on, “and then I came home and needed help for the first time in my life. I’d never been in that situation before and didn’t really know anyone who had been in that situation before.”
And while he would eventually find some assistance, he essentially helped himself to a new career opportunity and that suite on the 12th floor.

Peaking His Interest
While serving in the Tagab Valley, Colgin, like many veterans, filled the idle time by reading whatever he could get his hands on. And increasingly, this meant books and especially magazines — because they weigh less and are thus easier to carry — about the outdoors.
“I was going to be an outdoor guide,” he said of plans he was making for life after military service, adding quickly that most of these were mapped out before he was injured. “I had never seen these huge mountains in person — I’d never really left the East Coast — and was just fascinated by that country.”
Upon returning home and “healing up” in North Carolina, Colgin would settle in Wyoming to pursue that dream, but he failed in his quest to graduate from the National Outdoor Leadership School due to lingering health problems, physical and mental — he would go back four years later and complete the program, though — and eventually shifted his career aspirations to healthcare, only to find more frustration.
“I had provided medical care in extreme situations — I’d saved someone who was shot in the head while I was getting shot at myself, in the middle of Afghanistan with limited resources — so I figured I shouldn’t have any problem doing emergency medicine, such as work as an EMT,” he told BusinessWest. “Unfortunately, I was wrong.
“And this is an issue that many people in the military are facing and that they’ve just started addressing in the past few years,” he went on. “Basically, you’re trained to do a job in the military, and you can do it in the military, but the certifications do not transfer to the civilian sector. I was trained as an EMT basic, sent to Afghanistan. I’m treating people who were shot in the head, I’m giving IVs and administering medications — and you can’t do that stateside.”
Those who drive trucks and service vehicles in the military face similar roadblocks, he said, adding that thousands of individuals have struggled with the task of turning experience with the armed forces into a job back home.
And this was the message Colgin wanted to bring to elected leaders and the civilian population as the dateline for his story shifted to Washington in mid-2011.
As a representative with Iraq and Afghanistan Veterans of America (IAVA), he spoke before Congress on his frustrations with finding employment in what he considered his chosen field, and made it clear that he was not alone in this predicament.
His comments caught the attention of many groups and individuals, including the commander in chief.
“I remember I showed up to work one day — I was interning for the IAVA — and someone said to me, ‘the White House called for you,’” he told BusinessWest. “That’s not something you hear all the time, and I thought they were joking with me, but they were serious.
“I called them back, and they told me the president was considering telling my story in a speech the next day,” he went on. “They weren’t sure he was going to tell it, but I had to get to D.C. I got a haircut, grabbed my suit, and hopped on a train to Washington.”
After the president’s speech, Colgin found himself in demand — with the media, at least. He did appearances on CNN, the Rachael Maddow Show, the CBS Early Show, and others, becoming adept at live interviews. This face time with the public brought him some job offers — “although not as many as you might expect with the president telling your story” — and eventually he took one, working as membership coordinator with the IAVA, and resettled in Manhattan.
That island is worlds away from Chesterfield, Va. in every respect imaginable, and Colgin liked being an advocate for veterans, working with Congress, and getting plenty of coverage in the media. But something was missing from the equation.
Actually, two things.
The first was an entrepreneurial venture that he could call his own, and the second was what he called “a community in the true sense of the word, a place where I could rest my head, then get up and really get involved in making a difference.”
He would eventually find both in Springfield.

Summit Meetings
Recalling the chain of events that led to his grand opening nearly a month ago, Colgin started with his decision to “step back,” as he put it, and take a sabbatical from his job with the IAVA. He took this opportunity to do some of the outdoor work he’d started dreaming about in Afghanistan, and eventually made acquaintances with Eric Weihenmayer, the first blind man to scale Mount Everest.
“He and I became good friends, and I ended up picking up a lot of skills to guide individuals up mountains and in the back country,” he recalled. “It was a great experience … I started guiding blind people up mountains. I came back to New York after my sabbatical and realized I had to make a change in my life.”
Coincidentally, he attended what he called a “business boot camp for veterans” in Boston, an intense, three-week program conducted in conjunction with Harvard that helped him discover latent entrepreneurial instincts and drive.
“I realized that what was inside me was stronger than anything in my way,” he told BusinessWest. “I realized that I could open a business; I left and started looking for investors.”
As that search for financial backing commenced, so, too, did the process of choosing what kind of business to get into, he went on, adding that he soon concluded that he would like to do something healthcare-related, and something that would make a difference in peoples’ lives. Discussions with a consultant specializing in linking individuals with franchise opportunities narrowed the search to a few national chains, and eventually to Right at Home, an Omaha, Neb.-based enterprise launched in 1995 that by that time had facilities in more than 40 states as well as in the United Kingdom, Brazil, China, and Canada.
It was not, however, doing business in Western Mass., and Colgin, with $250,000 from some investors, decided to seize that opportunity.
“It was just me and the dog, and I could go anywhere and do anything,” he said, referring to his English pointer, Dixie, whom he described as his rock. “I wanted to stay on the East Coast, and started looking at places and scheduling visits. I ended up coming to Springfield, and it looked like a place where I could put down roots. I moved around a lot with the military and never really had a family growing up, but when I came here, I got a sense that this was a place where I could grow.”
Colgin acknowledged that there is considerable competition within the growing home-care industry and that he has a lot to learn as he joins that crowded field of players. But he believes he has the basic ingredients to reach his goals, which he admits are still being set.
“The language of healthcare is pretty universal, and caring is pretty universal as well; if you can care for Afghanistan locals in the middle of a war, you can take care of anyone in the world,” he said, adding that Right at Home has a proven model and track record for success that he believes he can build on. “I care about helping people realize their dreams, and I care about doing the right thing, and at the end of the day, that’s what this is all about.
“They’re extremely innovative,” he said of the chain. “They have great brand management and amazing quality.”

On a Grand Scale
Based on all that has happened in his life since those initial, awkward discussions with Army recruiters nearly a decade ago, it would be logical to assume that Springfield probably won’t be the last dateline for news stories about Colgin.
As he said, he’s a climber, and he doesn’t intend to stop doing that.
For now, though, the climb has reached Western Mass. and a critical juncture in his career, and there are immediate goals right ahead of him.
The plan is to keep reaching higher — in every aspect of that phrase — but that’s something Colgin has been doing his entire life.

George O’Brien can be reached at [email protected]

Cover Story
Gulfstream’s Westfield Facility Is in Takeoff Mode

Fran Ahern

Fran Ahern, general manager of Gulfstream’s Westfield facility.

Fran Ahern acknowledged that the analogy isn’t perfect, but, for the most part, it works, and it helps him effectively tell the story of one of the region’s least-known — and least-understood — business success stories.
“We’re a service center for airplanes,” said Ahern, general manager of Gulfstream’s sprawling operation at Barnes Municipal Airport in Westfield. He would go on to draw a number of loose comparisons between his operation and the corner garage or auto dealership where one might bring their Buick for new tires, a tuneup, or an inspection sticker.
But as he did so, he noted that he and his staff of 230 are obviously working with much bigger vehicles — and numbers — of every kind.
Indeed, the Gulfstream G650, the latest model developed by this subsidiary of General Dynamics, costs roughly $65 million out of the box. It has a 100-foot wingspan, weighs roughly 40 tons when empty, and stands 25 feet high. Meanwhile, the various hangars at the Westfield operation cover more than 200,000 square feet of real estate. The latest addition, opened earlier this year as part of a $24 million expansion, spans 125,000 square feet and has a 50-foot-high ceiling and overhead crane.
Still, the comparisons to the corner garage are effective, said Ahern, noting that, in both situations, service — which in this case is provided to Gulfstream models as well as competitors’ aircraft — is king, word-of-mouth referrals are critical for attaining vital new customers, and retention is ultimately the most important ingredient in the formula for success.
“This is a relatively small business in that everyone knows everyone,” he said of the aerospace industry and especially the service component. “This facility has a good reputation in the marketplace, and that’s through the hard work of all the employees, but it’s also a business where it’s ‘what have you done for me lately?’ So you have to continue providing quality service.”
The Westfield operation is doing well in this close-knit environment, said Ahern, noting that it is near full capacity on a regular basis — there are ebbs and flows in this business, as with most others — and the new hangar and its amenities and equipment present opportunities to keep the service slate full.
Also, the company’s diversity of products and services has enabled it to expand its client list and do more for those already on it. Examples include an expansive shop where interior work — from re-upholstering seats to installing new cabinetry — takes place, as well as a mobile service, called FAST (Field & Airborne Support Team), which brings Gulfstream technicians to the planes needing work, instead of the other way around.
Gulfstream’s expanded presence in Westfield

Gulfstream’s expanded presence in Westfield has equated to roughly 100 new jobs and new opportunities for economic development in that area.

There have been challenges to overcome, certainly, especially in recent years, he noted. The sharp economic downturn impacted corporate travel significantly, with many corporations cutting back on this often-controversial expense item. Meanwhile, negative press about corporate fleets — especially those headlines about auto-industry executives taking company jets to Washington in the fall of 2008 to plead for bailout money — also impacted the industry.
“There were layoffs here and elsewhere as a result of those stories and their impact,” said Ahern, adding that some segments of the industry, especially the so-called ‘large-cabin’ planes, such as the G650 and other Gulfstream models, have rebounded from those setbacks.
And the skies certainly look brighter, he went on, as corporate travel rebounds in this country and expands in rapidly developing regions of the world such as Asia and South America, where Gulfstream is expanding its presence.
“We help make the world smaller,” said Ahern, referring to corporate air travel in general and Gulfstream in particular. “And that helps people get business done.”
For this issue, BusinessWest goes behind the scenes at a company where an intriguing kind of business is indeed getting done, and an operation is taking off — in every aspect of that phrase.

The Sky Is No Limit
Tracing the history of Gulfstream’s presence in this region, Ahern said the Georgia-based company’s name went on the sign outside the former KC Aviation facility at Barnes in 1998, a time of profound growth for the plane maker — and, thus, a need for facilities to build and service the aircraft. Gulfstream actually acquired three service centers from KC, with the others in Appleton, Wis. and Dallas, Texas.
That sign on the Westfield complex would be replaced by one that said ‘General Dynamics Aviation Services’ (the defense giant acquired Gulfstream in 1999) a few years later, Ahern went on, adding that this change was yet another illustration of how this business is very much like an auto-service center.
“The KC facilities were not only working on Gulfstream airplanes, but some of our competitors’ planes,” he explained. “And when Gulfstream acquired those facilities and put up Gulfstream signs, those other airplane owners didn’t think the facility would service those airplanes any more, so they stopped coming. “
The General Dynamics signs helped bring them back, he told BusinessWest, adding that the eventual strategy was to go back to Gulfstream signage, but with an intense marketing effort, one aimed at hammering home the point that the company was the only original equipment manufacturer (OEM) to service other OEM’s planes. Today, the facility at Barnes also services planes made by Bombardier, Dassault/Falcon, Cessna, Hawker Beechcraft, and others.
There have been few such instances of turbulence (another industry term) since Gulfstream came to Westfield as part of a broader effort on the part of the company to build service capacity across the country and, more recently, around the world, said Ahern.
The corporation, which first went into business with twin propeller jets in 1958, now has similar facilities domestically in Appleton; Brunswick, Ga.; Dallas; Las Vegas; Lincoln, Calif.; Long Beach, Calif.; Savannah, Ga.; Westfield; and West Palm Beach, Fla. It has also sites in Mexicali, Mexico; Luton, England; Beijing, China; and Sorocaba, Brazil.
These locations were chosen for strategic purposes, said Ahern, adding that they service geographic sectors and, especially in the case of the international locations, regions with strong growth in corporate air travel.
While the Westfield location, like all the others, handles what Ahern called “unscheduled maintenance” — planes based outside this area but which are in the Northeast and need service — the bulk of the aircraft in the hangars at any given time are based in New England and surrounding states such as New York and New Jersey. The Bay State’s sales-tax exemption on aircraft parts and maintenance, which has withstood several recent attempts to eliminate it, gives the Westfield location a competitive advantage that Ahern and others at Gulfstream certainly don’t want to lose.
The facility at Barnes specializes in everything from airframe maintenance to inspections; from avionics (instrumentation) services to that aforementioned interior work, which accounts for roughly 15% of the total volume. Much of the engine and airframe work is required, or scheduled, maintenance, he went on, adding that there are regular, hourly driven inspections for such aircraft.
The customer list is equally diverse, he continued, noting that it includes corporations, wealthy individuals, and commercial fleet operations such as Net Jets.
Ahern said the expansion completed earlier this year was driven by market demands for more capacity, and the simple fact that many of the latest large-cabin planes, such as the G650, were simply too big for the hangars at Barnes at the time.
To drive that point home, he pointed to the tail section of a G450 being serviced in one of the older hangars. There was probably less than five feet of clearance between the top of the tail and the ceiling, he said, adding that the G650 simply wouldn’t fit in that building.

Soar Subject
As he talked with BusinessWest in the new hangar at the Westfield location, Ahern pointed toward the back corner of the facility and something called a ‘tail dock.’
This is a moveable set of scaffolding, which, as the name implies, allows technicians easy and effective access to a plane’s tail assembly.

The new hangar at Gulfstream’s Westfield

The new hangar at Gulfstream’s Westfield facility provides the room — and opportunities — for continued growth.

And it represents a considerable improvement over the scissors lift that was used by crews before the expansion project, said Ahern, adding that there are many similar examples of how the facilities have not only been enlarged — in a big way — but upgraded and modernized  to improve efficiency, enhance service, and, hopefully, drive new business.
Another example is the overhead crane that was being used on this day for engine replacement on a G450, he noted, adding that, prior to the expansion, the facility would have to rent such equipment, an arrangement that was less efficient and less cost-effective.
Overall, the $24 million expansion project enables the company to add capacity — more and different kinds of jets can fit in the hangars — and also improve service to customers and broaden its impact on the community and local economy.
Elaborating on the service component, Ahern again referenced this tight industry sector where everyone knows everyone else, and noted that good experiences for customers lead not only to repeat business and word-of-mouth referrals, but also to some of those new models rolling out of Gulfstream assembly plants.
“You provide good service and a quality product to those customers with competitor aircraft, and maybe at some point, when they’re upgrading their airplane, they’re going to think about maybe upgrading to a Gulfstream,” he explained. “We have a saying around here: ‘product support sells new airplanes.’”
As for impact within the community, Ahern said it starts with the roughly 100 new jobs that have been added, many of which required technical skills and are good-paying positions. Meanwhile, with more planes in the hangars, the company can broaden its economic impact, he said, noting that the jets’ crews will stay in the area, often for several days, while they’re being serviced, staying in local hotels and dining at area eateries.
And from the economic-development standpoint, the state-funded expansion of Airport Industrial Road — one of the local and state incentives offered to induce Gulfstream to expand in Westfield — makes industrially zoned property at the airport more accessible for development, he noted.
Looking ahead, Ahern said, while the hangars are full many days, as they were when BusinessWest visited, there is always room for growth.
Elaborating, he said the company has to minimize those aforementioned peaks and valleys — to the extent possible — and move ever closer to what he called utopia: “100% loaded, 100% of the time.”
“Our goal is to get there, and right now, we’re pretty close,” he said, adding that, while the additional room and amenities in the expanded facilities, as well as programs like FAST and positive reviews in such industry publications as Professional Pilot magazine and Aviation International News will help close that narrow gap, ultimately, it’s quality of service that will eventually get it done.

Smooth Landing
While acknowledging that comparisons between service to the family mini-van and a $60 million jet aren’t perfect, Ahern said the principles of both business operations are essentially the same.
The tires may be a lot bigger on the jet, and the cost of the services provided to it will likely have a few more zeros, but in the end, it comes down to the customer’s experience, he noted, adding that Gulfstream has become an industry leader by understanding this and, more importantly, making those experiences positive.
And that’s plain speaking — or plane speaking, as the case may be.

George O’Brien can be reached at [email protected]

Holiday Gift Guide Sections
2013 May Be the First Healthy Holiday Sales Season Since Before the Recession

Joy Leavitt

Joy Leavitt is supporting locally owned independent businesses with a new nonprofit organization and educating consumers about buying local.

Walking into Kiddly Winks, a popular children’s toy store in Longmeadow, runs a close second to visiting the ‘real’ Santa’s Toyland at the North Pole.
Once in the store, customers are greeted by the cheery owner, Joy Leavitt, who easily takes on the role of a much younger Mrs. Claus with her warm smile and genuinely welcoming character. These qualities, combined with a spot-on toy selection, have made for a very successful business for the past 28 years, and allowed her to open a second store in Canton, Conn. in 2004.
Meeting the Kiddly Winks owner close to the holiday season is only heightened by her frequent use of the word ‘magical,’ which she uses to describe everything from the thousands of customers who have supported her two businesses to the growing popularity of the annual American Express Small Business Saturday — the day after Black Friday — to the nonprofit organization she started this year called Living Local (more on this later).
However, magic is exactly what retailers may need in this year’s sales season — defined by retail sales organizations, like the Retailers Assoc. of Massachusetts, as running from Black Friday to Christmas Eve — because there are six fewer shopping days than last year, including one less vital weekend for shopping, due to Thanksgiving being so late this year. Despite the loss of days, the Retailers Assoc. still predicts a 3.5% gain in sales ($15 billion) over last year, which is a shade less than the National Retail Federation’s projections for this year of 3.9%, which equates to $602.1 billion in total sales. It’s a progression that economists are calling ‘cautionary, slow growth’.
In the Western Mass. region, the independent retailers that BusinessWest spoke with seem to be relatively unconcerned about the shopping-week loss because the past year has shown steady growth, and for the first time since the Great Recession, they are viewing this sales season with anticipation, not trepidation.
“This year has been very, very good, and I do think it’s going to be an active holiday season,” said Dave DiRico of Dave DiRico’s Golf and Racquet in West Springfield. “The economy seems to be getting better, and people seem to be out shopping more.”
DiRico, a former club pro who purchased the well-known Fran Johnson’s Golf & Tennis from owner Cindy Johnson in March 2012 and reopened under his own name the following month, is looking forward to his second successful holiday season as a retailer, based on the success of last holiday season and his growth this year.
Kate Vishnyakov

Kate Vishnyakov’s clientele has already followed her boutique’s move from East Longmeadow to Longmeadow, proving that consumers are willing to support local business.

And while one might think that Kate Vishnyakov of Kate Gray Boutique should be nervous about this upcoming season since relocating her shop from East Longmeadow to Longmeadow this past October, she’s actually not. As she explained to BusinessWest, she launched her business six years ago at the beginning of the recession but is still going strong.
“The key is to adjust with the times,” Vishnyakov stated. “It got to the point where I didn’t have to depend on what was happening in Washington, or politics, or the economy; I built something that could support and sustain us.”
Her clientele has already welcomed her into town because, with a large percentage of customers coming from Longmeadow, Vishnyakov’s move has made it all that much easier to shop locally, which is vital to her existence. In fact, her sales in October, even being closed for 10 days for the move, were stronger than the same month last year.
Weather, economics, and tragedies can all affect the holiday shopping season, said Diane Merrick, owner, with her sister, Ann Marie Moloney, of It’s All About Me, a women’s boutique in Hampden.  But preparing in spite of challenges is a risk that is necessary because the sales of the past holiday seasons reflect what the inventory should be for the present.
“We can’t control people’s fears,” said Merrick. “All we can do is focus on being positive, listening to what customers say they want to see in the store, and provide those products with excellent personal service.”
While Leavitt uses the word ‘magical,’ Victor Ounduian, president of Lorilil Jewelers in downtown Springfield’s Tower Square, is cautiously optimistic. “There’s definitely more positivity this year, if that’s a word,” he said with a chuckle. (Indeed, the Merriam-Webster dictionary describes positivity as ‘the state of being positive.’)
For this issue’s focus on the upcoming holiday sales season, BusinessWest spoke with local business owners who are taking that positivity to heart, at the same time they acknowledge the unscientific nature of making holiday shopping predictions.

Local Shift
During the year, Leavitt sees a lot of young women enter her store to show off their babies.
“And they were my customers when they were little girls,” Leavitt said, smiling. “That’s the beauty of what a legacy business is all about.”
Leavitt is passionate about local businesses, many of which are run by the second, third, or fourth generation, and the reason that she created Living Local (www.living-local.net), a nonprofit organization of local independent business owners in Western Mass. and Northern Conn.
“Shop local has become a real trend in the U.S., and I looked around at our lovely communities, and we didn’t have one,” said Leavitt, referring to an organization that would promote such a philosophy. She worked with local media, and the first meeting brought more than 35 independent business owners just to hear what Leavitt had to say.
“The first story that I told was that, for every $100 that a customer spends in an independently owned store, whatever type it is, $69 of that stays in the community, through taxes, payroll, and other expenditures,” she told BusinessWest, adding that, for national chains, only $43 stays in the community, and worse yet, Internet shopping offers nothing for the local community. “But the real story is to educate the public that if they just shift they way they shop, even 10% of their shopping to shopping locally, they will positively impact local communities and our local tax base.”
After that April 2013 meeting, 20 local businesses signed up and paid the $100 fee to join that night. Now, 55 members of all sizes and counting — from Big Y to Merrick’s It’s All About You — can benefit from the group’s PR and in turn help educate the public about the importance of buying locally, Leavitt said.
The response has been magical (there’s that word again), she said; a recent week-long promotional event offering a $5 tote bag filled with members’ discount coupons sold out of the 500 bags in only six days, and a portion of those proceeds went to the Food Bank of Western Mass.

Dave DiRico

Business for the year to date has been very good for Dave DiRico, who is anticipating a busy holiday season for sporting-goods sales.

DiRico has high praise for Leavitt and her success with Kiddly Winks, having lived with his wife in Longmeadow for years. He is now benefiting from local shoppers, as she has done for years, due to the communities in Western Mass. and the Berkshires supporting his West Springfield sporting-goods store.
Another source of help for DiRico, Leavitt, and their fellow small-business owners is Small Business Saturday, which was launched in 2010 by American Express to promote its small-business customers and brand a special shopping day that could seize the momentum of Black Friday. The day allows card holders a percentage discount for all charges at participating local stores, and last year, Leavitt saw a 30% increase in American Express sales for that day.
“American Express really did that to grow their own company, but what they also did was to create something amazing and magical for small local business owners,” said Leavitt. “But a lot of people don’t even know that American Express started it or offers a discount; they just like to help out and shop locally on that special day.”
Regardless of why the day was created, American Express advertising alone is making it catch on nationally, and Leavitt said she and all the other local business owners are just happy that some light can shine on them, just as the holiday season is getting in to full swing.

Giftology
With no grandiose expectations, Merrick, a young widow with two small boys, took a risk and purchased her small boutique in 2004, offering eclectic yet affordable gifts, jewelry, women’s clothing, and accessories of all kinds. The venture took off, and she soon expanded to a 2,300-square-foot location and, in late 2010, opened a second location in Greenwich, Conn.
For Merrick, the 25% or more of annual sales in the month of December alone are worth all the shopping and researching unique vendors throughout the year.
One risk, she said, is purchasing large volumes of items that will theoretically appeal to a wide variety of customers. Miscalculations can leave the business owner with thousands of dollars of stock that sits, she noted, adding that such gambles should be taken only after considerable due diligence.
Lewis White, owner of A.O. White in East Longmeadow, a 4,200-square-foot men’s and women’s fine clothing and specialty shop since the 1940s, has been through three major recessions and has spent decades trying to figure out such challenging holiday inventory questions.
He credits his success to his buying standards, opting for fine-quality fabrics, styles, and brands that aren’t found at national chain retailers. And like Vishnyakov and Merrick, he relies on his customers to tell him what they like so his inventory can always remain fresh and unique. During the holiday season, White and his staff are monitoring stock daily and ordering by phone or online to keep up.
“We’re always projecting for increases; you can’t have too much or too little,” he explained. “And that’s the part of the business where you have to use your judgment.”

Perfect Fit
Having endured the economic downturns of the early ’90s, post-9/11, and more recently the Great Recession, Ounduian’s business has bounced back many times.
“Any non-essential item is what goes first — it happens to everyone,” said Ounduian, referring to how consumers change their habits during downturns. “But with this last recession, it didn’t bounce back as fast.”
But with the holidays approaching, Ounduian is using his judgment and banking on that positivity to sell his increased holiday inventory of branded names like David Yurman, Rolex, Mikimoto pearls, and Roberto Coin jewelry, which tend to be top sellers each holiday season.
Soon, he said, the male shoppers will start their shopping around the 12 days before Christmas, and especially the last two days before Christmas, which he expects will keep his store hopping.
“I think we’re going to have a busy season,” Ounduian added.  “It’s just a gut feeling — but a good gut feeling.”

Elizabeth Taras can be reached at [email protected]

Holiday Gift Guide Sections
Some Suggestions for the People on Your Holiday Gift List

The holiday shopping season is well underway, but many still have a lot of work to do to as they endeavor to draw lines through the names of those of their holiday gift lists.
In the spirit of the season, BusinessWest is offering some ideas. But these aren’t just any ideas. They’re suggestions involving local businesses, many of which you’ve read about on the pages of this magazine in recent months.
We start by listing the business venture and then move on to the item or items you may want to consider there.
We hope you’ll consider these options and, when possible, buy local.

Amherst Farm Winery
Route 9, Amherst, MA 01002
(413) 253-1400
www.amherstfarmwinery.com

AmherstWineUse• Tasting and bottle of Pumpkin Frost dessert wine: $25
Enjoy a winter afternoon wine tasting at the Amherst Farm Winery. The rustic barn that houses the granite-top tasting counter, winemaking kitchen, and gift shop also features a fireplace sipping room. A tasting includes a choice of five of the 15 vintages, a bonus sample of Winemakers limited Chocolate/Raspberry DIVA or Pumpkin Frost dessert wine, and a logo wine glass.

A.O. White
78 Center Square
East Longmeadow, MA 01028
(413) 525-1800
www.aowhite.com

AOWhiteCashmere• Kinross Cashmere Sweater in plum: $325
• Maker & Co. pinstripe fitted shirt in plum, gray, and lime: $125
Lewis White of A.O. White says every man’s wardrobe needs a fine cashmere sweater. Paired with a quality pima cotton shirt and favorite trousers, the casual outfit is perfect for holiday get-togethers and relaxing weekends. Dads, sons, brothers, boyfriends, and husbands will all appreciate an exquisite new cashmere sweater, especially to mix and match with different tailored shirts.

Bay Path College
588 Longmeadow St., Longmeadow, MA 01106
(413) 565-1066
www.baypath.edu; [email protected]

• 2014 Women’s Leadership Conference Early Bird gift certificate: alumni, $250; general public, $275
April is not far off, actually, and the much-anticipated annual Women’s Leadership Conference staged each spring by Bay Path College, an event of inspiration, education, and community, makes a great gift. This year’s speakers for the April 25 event have not been made public yet, but with past keynotes by award-winning thespians, businesswomen, and government leaders, including Jane Fonda, Queen Latifah, and former Secretary of State Madeleine Albright, the schedule for the 2014 ‘Own Your Story’ conference is sure to be as exciting and motivating as ever.

CityStage/Symphony Hall
One Columbus Center, Springfield, MA 01103
34 Court St, Springfield, MA 01103
Box Office: (413) 788-7033
[email protected]
www.citystage.symphonyhall.com

• Bud Light Comedy Series 6-Pack:  $149
Provide laughter this holiday season! Give one of CityStage & Symphony Hall’s Comedy Gift Packs, which will provide a great night out for friends and family. Consider the Bud Light Comedy Series 6-Pack, which includes a Bud Light Cooler and two tickets to see Paul D’Angelo, the Irish Comedy Tour, and Etta May at CityStage.

Cooper’s Gifts & Curtains
161 Main St., Agawam, MA 01001
(413) 786-7760
www.coopersgifts.com

CoopersBangles• Bangle bracelet: $98 – $216
• Collectible clasps:  $50 – $75
A gift that has the ability to look different with add-on pieces is in vogue, and the made-in-Massachusetts LeStage Convertible Collection of sized sterling silver bangles, some with 14-carat gold accents, is the perfect idea, because the removable and collectible clasps are the eye candy.  There are so many clasp choices, and all are gift-wrapped, compliments of Cooper’s Gifts & Curtains.

Dave DiRico’s Golf & Racquet
1050 Riverdale St., West Springfield, MA 01089
(413) 734-4444
www.davediricogolf.com

GolfDriver• TaylorMade SLDR driver: $399
The avid golfer will probably already know that the latest TaylorMade SLDR driver is out, and it can be found at Dave DiRico’s Golf & Racquet. The club’s low, forward center of gravity promotes high-launch, fast ball speed, and low spin for phenomenal distance, and the loft can be increased or reduced up to 1.5 degrees with a 12-position loft sleeve for optimal trajectory. Made of titanium with a flexible graphite shaft, it’s perfect for men, women, and senior golfers.

Denise Smith Photography
(413) 224-1636
www.denisesmithphotography.com
Call for appointment

• Family portrait package gift certificate: $425
Create memories and keep them forever with a personalized family portrait session taken by regional portrait specialist Denise Smith. Using her expertise for a clothing and design consultation, your gift of timeless photography will become a family treasure. Gift certificate includes consultation, on-site photography session, and 16 x 20 classic mounted print.

It’s All About Me
2 Somers Road, Hampden, MA 01036
(413) 566-2285
www.allaboutmeshoppe.com

AllAboutMe_Dress• Shimmer party dress: $53
A boutique and gift shop where you can find fashionable, fun, unique, and affordable apparel and gifts is always a sure bet. Consider a party dress in her size from It’s All About Me in Hampden for New Year’s Eve. Beautiful soft shimmer fabric is absolutely adorable, with colors of charcoal, gold, and silver by YA Los Angeles. Available in small, medium, and large, this dress is glamorous enough for any special event.

Kaleidoscope Pottery
1 Cottage St, # 11
Easthampton, MA 01027
(413) 527-6390
(Call for appointment or for gallery locations where pottery is sold)
www.kscopepottery.com

• 5” diameter soap dish: $28
Artist Evelyn Snyder collects different leaves to create designs and patterns on stoneware slabs that she then forms into various shapes of platters, bowls, and vessels. Kaleidoscope Pottery appeals to gardeners, nature enthusiasts, and those who appreciate beautiful and functional pottery. A great gift item for everyday use is her handmade stoneware soap dishes — the soap happens to be from Sage Meadow Farm in Easthampton — and all pieces are dishwasher- and microwave-safe.

Kate Gray Boutique
749 Maple Road, Longmeadow, MA 01106
(413) 567-7500
www.kate-gray.com

KateGreyJacket• Wellensteyn jacket: $399
The holidays are a perfect time to update the wardrobe of a special woman in your life, but need help choosing? Consider a boutique like Kate Gray in Longmeadow for that personal attention and help in finding unique clothing made with fitted cuts and fine quality fabrics. She’ll always have something one-of-a-kind … like a burgundy metallic winter sports jacket by Wellensteyn.



Kiddly Winks
801 Williams St.
Longmeadow, MA 01106
(413) 567-0688
www.kiddlywinks.com

Squigz• Squigz Fun Little Suckers! $50
Joy Leavitt at Kiddly Winks says one of the hottest toys this season is Squigz Fun Little Suckers!, a collection of colorful silicone-rubber shapes that flex, stick, and suck people into creativity they may not have been aware of. The shapes connect to each other and any solid, non-porous surface, leaving no residue or marks on surfaces. All ages can connect a masterpiece, providing hours of individual or family fun.

The Delaney House
3 Country Club Road, Holyoke, MA 01040
(413) 532-1800
www.logcabin-delaney.com
www.stayatthed.com

• ‘Have A Bite. Stay The Night’: $179
The eclectic menu at the Delaney House blends American, Asian, and European tastes — certain to please even the pickiest partner — but consider merging that experience with a night in the new D. Hotel & Suites for a romantic couples package. Gift package includes $75 toward dinner at Delaney’s Grill or the Mick, in-room champagne and chocolate-covered strawberries, and full breakfast.

Lorilil Jewelers
1500 Main St., Springfield, MA 01103
(413) 731-5400
www.lorililjewelers.com

Rolex• Rolex watches: 26 mm, $10,650; 31 mm, $11,650; 36 mm, $12,850
Known for the elegant Rolex and David Yurman brands, Lorilil Jewelers in downtown Springfield offers a showroom of sparkle and shine all year long. But if tastes run on the high side, consider one of three sizes of Rolex Datejust watches. It’s been proven, time and time again, that one of these ‘timeless’ trinkets is sure to please.

Pioneer Valley Indoor Karting
10 West St., West Hatfield, MA 01088
(413) 446-7845
www.pioneervalleykarting.com

• Annual PVIK $50 membership and one race: $70
A 23,000-square-foot track offers an area where karts can reach speeds up to 40 mph. The 1,000-foot road course challenges the most experienced drivers through seven left turns and four rights. Every race is timed down to .001 of a second, and each driver will receive a time sheet after their race to compare. Kids 8 and older, over 48 inches, and weighing under 180 pounds can ride as well as adults.

Pioneer Valley Riverfront Club
121 West St. (formerly Bassett Boat Co.)
Springfield, MA 01104
(413) 736-1322
www.pvriverfront.org

• Annual Membership and access to all programs, indoor and outdoor: $500
(BusinessWest readers receive 25% off)
Looking for something unique for an active family member or friend? Consider a rowing class, indoor in cold weather, or on the Connecticut River the rest of the year. Offering programs for youth and adults, ages 12 to 99, the Pioneer Valley Riverfront Club is a rowing facility in the North End of Springfield with a mission to promote river-based sporting activities, develop river access, and encourage recreation in the Greater Springfield metropolitan area.

SkinCatering Massage & Skincare
Tower Square, 1500 Main St., Suite 220
Springfield, MA 01115
(413) 282-8-SPA
www.skincatering.com

• Massage and facial combo: $125
• Couples massage: 60 min., $115; 90 min., $165;
2 hours, $215
Pamper someone special with a two-hour massage and facial combo, or, better yet, book a one-hour couples massage and enjoy a true spa experience together. SkinCatering offers a release from the hectic holidays, and after all the stress and strain, an extra-special, very personal gift is just what the doctor ordered.

Springfield Falcons Hockey
45 Falcons Way, Springfield, MA 01103
(413) 739-GOAL
www.falconsahl.com

• Holiday Hat Trick: $45 (for a limited time only)
Have a hockey fan in the family? Help them take in a hockey game and support Falcons Hockey in downtown Springfield with a special package from the Falcons. The Holiday Hat Trick offers two Falcons ticket vouchers, a $10 Dunkin’ Donuts gift card, and a special Falcons holiday puck.

Springfield Symphony Orchestra
Springfield Symphony Hall
34 Court St., Springfield, MA 01103
Box Office: 1350 Main St., Springfield, MA 01103
(413) 733-2291
www.springfieldsymphony.org

• BOGO Choose 3: various prices
Give the gift of classical and pops music from the Springfield Symphony Orchestra (SSO). Buy one, get one (BOGO) offers a ‘Choose 3’ SSO subscription that allows you to select any three Springfield Symphony Orchestra performances during the 2013-14 season and save up to 20% versus the cost of single tickets. BusinessWest readers get a second comparable Choose 3 subscription free with the purchase of one Choose 3 at the regular price, for a 50% savings. (Reference code BWBOGO for 50% off second package.)

— Elizabeth Taras

Court Dockets Departments

The following is a compilation of recent lawsuits involving area businesses and organizations. These are strictly allegations that have yet to be proven in a court of law. Readers are advised to contact the parties listed, or the court, for more information concerning the individual claims.

CHICOPEE DISTRICT COURT
Harold Sanabria v. Ainsky D. Smith and B & R Leasing Inc.
Allegation: Plaintiff was a bicyclist negligently struck by the defendant’s taxi: $10,198.26
Filed: 10/25/13

GREENFIELD DISTRICT COURT
Stanley S. Boron v. Aubuchon Hardware and Lorenz Family, L.P.
Allegation: Negligent maintenance of premises causing fall: $2,000+
Filed: 10/1/13

Lou Giramma v. Peter Sheperd d/b/a Sheperd Masonry and Roofing
Allegation: Breach of contract to perform work at the plaintiff’s home: $22,180
Filed: 10/21/13

HAMPDEN SUPERIOR COURT
Kent W. Pecoy v. Glen R. Hanson and Colony Hills Capital, LLC
Allegation: Claims for breach of contract, breach of covenant of good faith, and fair dealing: $500,000
Filed: 10/22/13

Nestor M. Sostre, as personal representative of the estate of Nestor E. Sostre v. 272 Worthington Street Inc. d/b/a Glo Ultra Lounge
Allegation: Wrongful death caused by negligent service of alcohol: $8,000
Filed: 11/7/13

QVC Inc. v. Renaissance Specialty Products Inc.
Allegation: Suit on previous judgment for breach of contract: $36,904.84
Filed: 10/16/13

Robert and Annie Jennings v. Wal-Mart Inc.
Allegation: Plaintiff, Robert Jennings, was given the wrong heart medication by Wal-Mart Pharmacy causing hospitalization: $125,000
Filed: 11/15/13

HAMPSHIRE SUPERIOR COURT
Gail Hescock v. Franklin Eye Care Associates, LLC and Pierre Alfred, M.D.
Allegation: Employment discrimination: $198,000
Filed: 9/1/13

Shirley L. Waterhouse v. Amsoni Inc. and Bucklin Neighbors
Allegation: Negligent maintenance of property: $17,643.42
Filed: 11/7/13

Sheila Lagrenade v. Lincoln National Corp. d/b/a Lincoln Financial Group
Allegation: Unfair and deceptive trade practices and non-payment of disability benefits: $30,000+
Filed: 11/13/13

HOLYOKE DISTRICT COURT
Kelsie Pinto v. Bruce Transportation Inc.
Allegation: Negligent operation of a bus causing injury: $3,515
Filed: 9/23/13
SPRINGFIELD DISTRICT COURT
Miguel A. Rodriguez v. Transportation Options Inc. and Sig Marie Colon
Allegations: Negligent operation of a motor vehicle: $24,999.99
Filed: 10/9/13

Nicholas A. Sacoio v. BSC Realty Inc. and Mardi Gras Entertainment Inc.
Allegation: Negligent failure to properly train, educate, and supervise employees causing injury to patron: $4,543.10
Filed: 10/17/13

WESTFIELD DISTRICT COURT
United Service Co., LLC v. Redevco, LLC
Allegation: Default on decontamination and asbestos-removal contract: $20,170
Filed: 10/29/13

Company Notebook Departments

Rockville Financial, United Financial to Merge
WEST SPRINGFIELD — Rockville Financial Inc. and United Financial Bancorp announced recently that they have entered into a definitive merger agreement in a stock-for-stock transaction valued at $369 million, based on the closing price of Rockville Financial Inc. common stock on Nov. 14. The combination will create the largest community bank headquartered in the Hartford-Springfield market, with $4.8 billion in assets, more than 50 branches, and top-five deposit market share in each metropolitan statistical area. In the merger, United Financial Bancorp Inc. shareholders will receive 1.3472 shares of Rockville Financial Inc. common stock for each share of United Financial Bancorp Inc. common stock. Upon closing, Rockville Financial Inc. shareholders will own approximately 49% of stock in the combined company; United Financial Bancorp Inc. shareholders will own approximately 51%. The merger is expected to generate approximately $17.6 million in fully phased-in annual cost savings, or approximately 15% of the expected combined expense total. Additionally, the merger is expected to be approximately 30% accretive to the standalone 2015 earnings of both entities, excluding the impact of the potential revenue-enhancement opportunities. “We are very pleased to announce the combination of these two great community banks,” said William Crawford IV, president and CEO of Rockville Financial. “This merger is a significant step in our strategy to expand our footprint. Our complementary branch networks provide both greater market density and unique franchise scarcity value. The combined company will create a top-performing New England community bank that has the scale, product depth, and efficiency to compete effectively and deliver strong returns to our shareholders and an expanded product suite to our customers.” Added Richard Collins, United Financial Bancorp’s chairman, president, and CEO, “this transaction creates value for our shareholders, customers, and employees. We are uniting two strong community banks and creating a dominant player in the New England banking market with greater competitive strength, growth potential, and profitability. United Bank has a history of growth through mergers of equals dating back to our days as a cooperative bank. It is fitting that today we announce this merger of equals and celebrate the new United Bank.” The new company will be governed by a 20-person board of directors consisting of an equal number of Rockville and United directors. The leadership team of the combined company will be assembled from both organizations with Rockville’s Crawford serving as CEO, United’s J. Jeffrey Sullivan as president, and Rockville’s Eric Newell as chief financial officer. United Financial Bancorp’s Robert Stewart Jr. will serve as chairman of the board of directors, while Raymond Lefurge Jr. from Rockville will be appointed vice chairman. Other key executive positions will be drawn from the executive management teams of both organizations. Collins will retire and provide consulting services for one year. “I am excited to join Bill Crawford and the members of our combined management team to lead the combined company,” said Sullivan. “Individually we are each very good banks; together we have the critical mass to drive efficiency and growth, to take advantage of advancements in technology, and to deliver the best banking experience for our customers.” Upon closing, Rockville Bank will adopt the United name, and the holding company will be United Financial Bancorp Inc. Trading will continue on the NASDAQ Global Select Market under the symbol UBNK. The organization will be headquartered in Glastonbury, Conn. It will maintain regional offices in West Springfield and Worcester, as well as Enfield and South Windsor, Conn.

Boston Globe Names PeoplesBank a Top Place to Work
HOLYOKE — For the second year in a row and after an independent survey by WorkplaceDynamics, the Boston Globe has named PeoplesBank as one of Massachusetts’ best employers in its Top Places to Work magazine. “The companies on our Top Places to Work list foster productivity and innovation by investing in the happiness of their employees, which cannot solely be measured in dollars and cents,” said Boston Globe Business Editor Mark Pothier. The Boston Globe invited 1,746 companies to participate, more than 76,000 employee surveys were completed, and 125 were chosen as finalists. Douglas Bowen, president and CEO of PeoplesBank, credited his employees for the bank’s second Top Places to Work award, stating, “this award is really an affirmation from our associates. The Boston Globe named PeoplesBank a Top Place to Work, but their dedication makes it a great place to work.” PeoplesBank attributed its success in being named again this year to a high-performance culture that is focused on community service, environmental sustainability, and employee engagement. According to Janice Mazzallo, executive vice president of Human Resources at PeoplesBank, the bank has created a unique culture and set of values that focus on employee development, life-work balance, and community service. “In order for people to feel engaged, they need to feel as if the company cares about them. Our associates know that that we expect them to be effective and serve customers in a professional manner. They are also clear that we care about them, their families, and the community.” The Boston Globe also noted that, out of the 125 finalists, PeoplesBank was one of 11 that improved their scores the most over last year. The Top Places to Work magazine also highlighted the positive impact of the bank’s weekly farmers’ market. “We’re a local community bank, and for us to be supporting local agriculture, that’s just very important to us,” stated Susan Wilson, first vice president of Corporate Responsibility, in the article.

Briefcase Departments

State’s Jobless Rate Remains Above 7%
BOSTON — The state’s unemployment rate remained above 7% for the fourth consecutive month in October as the Commonwealth’s expansion continued what has been a slow advance. The jobless rate rose to 7.2% in October, compared with 7.1% in September and 7.2% in August, according to the state Executive Office of Labor and Workforce Development. The U.S. unemployment rate was 7.3% for October. Massachusetts added 9,100 jobs in October after increasing payrolls by 9,400 positions in September, the state reported. However, those gains were not enough to put a dent in unemployment, analysts said. The automatic federal budget cuts known as sequestration, which went into effect earlier this year, have disproportionately hurt Massachusetts, due to its high concentration of industries that rely on such funding, such as defense, healthcare, and scientific research, experts noted. The leisure and hospitality sector, which includes hotels and restaurants, led October’s job gains, adding 3,200 positions. Trade, transportation, and utilities gained 2,500 jobs, and the education and health services sector added 1,900 jobs. Construction jobs have grown steadily, adding 1,300 jobs in the month and 6,300 over the past year, a 5.5% increase. The financial activities sector added 600 jobs in October, and the professional, scientific, and business services sector gained only 600 jobs. Manufacturing lost 1,400 jobs over the month, and government employers cut 200 jobs.

Senate Backs Minimum-wage Hike; House Considering Vote
BOSTON — The state Senate voted overwhelmingly late last month to raise the state’s minimum wage from $8 per hour to $11 per hour over three years, putting the Commonwealth on track for the highest such pay in the nation. The Senate voted 32-7 to approve the increase. The measure calls for $1 increases on July 1 in the next three years. House leaders are balking at the proposal, however, warning that it would be a mistake unless the state also cuts costs for businesses by overhauling the state’s unemployment-insurance system. “Right now, the whole proposal, as far as we’re concerned, is in flux,” Speaker Joe DeLeo told the Boston Globe, adding that he expects a vote in the House will wait until at least January.

Governor Pledges $200m for I-91 Viaduct Work
SPRINGFIELD — Gov. Deval Patrick announced $200 million late last month to replace a section of the I-91 viaduct in downtown Springfield, but told the audience at an Affiliated Chambers of Commerce of Greater Springfield luncheon that the 2½-year project is only one step toward taking that section of the highway to grade level — or below. “It’s a great opportunity for the city and region to restore the connection of the downtown and riverfront,” Patrick told those assembled. The city’s mayor, Domenic Sarno, said the project could have a potentially huge impact on the city, and said he’s asked the state to think big. “Stay tuned,” he told the audience. “I want something bold and visionary.”

Millford Voters Latest to Say ‘No’ to a Casino
MILFORD — Voters in Milford became the latest in the state to turn thumbs down to a casino plan late last month, rejecting a $1 billion proposal involving Foxwoods by a nearly 2-1 margin. The agreement, which would have allowed the casino giant access to a resort on 187 acres off Interstate 495, was defeated by a vote of 65% to 35%. Voters in Milford thus joined those in West Springfield, Palmer, East Boston, and other cities and towns that have rejected casinos in their communities.

Tower Square Chosen for UMass Satellite Facility
SPRINGFIELD — UMass Amherst officials have chosen Tower Square in downtown Springfield as the site of what’s being called a “satellite center,” which is due to be open for the start of the fall semester in 2014. The facility will be known as “UMass Springfield.” At an elaborate press conference staged in the Tower Square concourse, university, state, and city officials announced that the MassMutual-owned facility had prevailed in a months-long competition to host the satellite facility. The other locations to submit bids were Harrison Place, 1350 Main St. (One Financial Plaza), and the Peter Pan bus terminal. The center will include academic programs to be offered by the UMass campuses in conjunction with UMass Online and UMass Amherst’s Springfield programs.

WSU Trustees Name Interim President
WESTFIELD — Westfield State University trustees have named Elizabeth Preston, vice president of Student Affairs, as the school’s interim president, following the resignation early last month of embattled president Evan Dobelle.  Preston will serve until a permanent president is selected, a process that university board of trustees chairman John Flynn expects will take at least until the end of the school year to complete.

Mohegan Sun, Suffolk Downs to Team Up for Revere Casino Bid
BOSTON — Connecticut casino giant Mohegan Sun has agreed to join a Suffolk Downs casino bid in Revere, giving both parties in that entity a second chance to win big in the competition for coveted casino licenses. Mohegan Sun had spent the past five years trying to win the rights to build a casino off the Mass. Turnpike exit in Palmer, but voters there rejected a host-community agreement at a Nov. 5 referendum vote. Meanwhile, Suffolk Downs saw voters in East Boston reject plans to build a casino on track-owned land in that community. Track officials later reworked their plans — placing the casino entirely on land in neighboring Revere, which approved a casino referendum — and commenced a search for a new partner after Caesars Entertainment was asked to bow out amid questions and concerns posed by the Mass. Gaming Commission.

Departments Incorporations

The following business incorporations were recorded in Hampden, Hampshire, and Franklin counties and are the latest available. They are listed by community.

AMH2ERST

From A Birdie Inc., 87 East Pleasant St., Apt. B, Amherst, MA 01002. Agustin Schapira, same. Development, marketing and sale of consumer goods.

CHICOPEE

Confraternidad De Iglesias Del Salvador: Nueva Jerusalen, 237 Hampden St., Chicopee, MA 01013. Saul Ramos, 4711 West 125th St., Cleveland, OH 44135. A fraternity of churches.

EAST LONGMEADOW

Jelescheff Law, P.C., 337 Somers Road, East Longmeadow, MA 01028. Scott Jelescheff, same. Law office.

FEEDING HILLS

Bluestone Insurance Inc., 1325 Springfield, St. Unit 15(6), Feeding Hills, MA 01030. Brett Ralph, 233 North Stone St., West Suffield, CT 06093. Insurance agency.

HOLYOKE

Bialas Custom Interiors Inc., 68 Winter St., Holyoke, MA 01040. Adam Bialas, same. Interior construction and finish work.

NORTHAMPTON

Mayflower Naturals Corp., 10 Highland Ave., Northampton, MA 01060. Joshua Bell, same. Antiquarian, historical, literary, scientific, medical, chiropractic, artistic, monumental or musical purpose.

Mayflower Organix Corp., 10 Highland Ave., Northampton, MA 01060. Jana Edelbaum, 17 East 80th St., New York, 10075. Antiquarian, historical, literary, scientific, medical, chiropractic, artistic, monumental, or musical purpose.

PITTSFIELD

MPS Media Inc., 75 Sherwood Dr., Pittsfield, MA 01201. Andrew Schneider, same. Television production, management, and consulting.

Pittsfield Engineering Corporation, 777 West St., Pittsfield, MA 01201. Christine McCrery, same. Industrial services.

Star Tag Inc., 26 Dunham Mall, Pittsfield, MA 01201. Bi Wang, same. Transportation.

SOUTH HADLEY

Construction Labor Unlimited Inc., 17 Forest Dr., South Hadley, MA 01075. Jesus Rodriguez, 273 Roger St., South Hadley, MA 01075. Commercial construction contractor.

SOUTHAMPTON

Pizza 99 Co. Inc., 15J College Highway, Southampton, MA 01073. John Diamandakis, same. Bar and restaurant.

SPRINGFIELD

The Law Offices of David J. Lemasa P.C., 83 State St., Springfield, MA 01103. David Lemasa, 1409 Sunfield Dr., South Windsor, CT 06074. Law.

TSMD Consulting Inc., 73 State St., Suite 310, Springfield, MA 01103. Thomas Spencer, 22 Myrtle Ave., Holyoke, MA 01040. Consulting for horticulture industry.

Way Community Baptist Church, 18 East Alvord St., Springfield, MA 01108. Rev. Viola McCoy Pastor, same. To preserve the Baptist faith, through worship service, Christian education, choir, and community outreach ministry.

World Concrete Contractors Inc., 1655 Main St., Springfield, MA 01103. Santos Rodriguez Gonzalez, same. Concrete solution and construction.

Xtrem Radio Victoria Inc., 26 Haskin St., Springfield, MA 01109. Wilfred Hernandez, same. Civic social education of religion.

WEST SPRINGFIELD

Pioneer Flooring Solutions, 116 Grandview Ave., West Springfield, MA 01089. John Spano, same. Construction and flooring contractor.

Wise Truck Inc., 202 Day St., West Springfield, MA 01089. Sergey Mudry. 900 Morgan Road, West Springfield, MA 01089. Truck service.

WILBRAHAM

Paramount Construction ABC Inc., 35 Springfield St., Wilbraham, MA 01095. John Pappanikou, same. Construction and contractor.

Features
Valley Gives Looks to Build on a Successful First Year

By MICHAEL REARDON

Valley Gives

Valley Gives, which raised $1 million for area nonprofits and schools its first year, has set the ambitious goal of $2 million for the 2013 edition.

When organizers of Valley Gives, a one-day online fund-raising event for area nonprofits and schools, launched their venture nearly a year ago, they did so with ambitious expectations — for participation among those nonprofits, the number of donors, and the money raised.
And they surpassed all of them.
More than 6,000 donors from across the Pioneer Valley pledged more than $1 million to 250 participating nonprofits, said Kristin Leutz, vice president of Philanthropic Services for the Community Foundation of Western Massachusetts, which helped orchestrate the program. This performance enabled the initiative to live up both halves of its name — it is, indeed, a region-wide effort, and people certainly did give — and prompt organizers to set the bar much higher for year two, slated for Dec. 12.
Indeed, the goal for 2013 is $2 million, said Leutz, adding that there are now more than 350 nonprofits and schools registered for the program, and newcomers and returning participants alike are looking forward to what promises to be an exciting day.
“When we raised $1 million in the first year of Valley Gives, it stunned everyone,” Leutz said, noting that the local effort surpassed the performance of a similar initiative in Boston. “The online-giving growth rate is growing twice as fast as traditional giving. This is an efficient and effective way to raise a large amount of money in a small amount of time.”
But Valley Gives is about much more than raising money, said Al Griggs, former chairman of the Community Foundation and, along with Springfield attorney Paul Doherty, an architect of the initiative.
“The idea is to allow people who are philanthropic to do what they naturally do, and that is to support organizations up and down the Valley,” said Griggs, adding that there is another component to the event. “Thousands of people across the Valley work for nonprofits, and we wanted to celebrate that.”
And the first Valley Gives was very much a celebration — in many respects, said Leutz.
A number of organizations created a party-like atmosphere around Valley Gives last year, she noted. One organization, Country Dance and Song Society, busted out a flash mob at Thornes Marketplace in Northampton. The Jewish Federation of Western Massachusetts brought a dunk tank.
Leutz said a Valley Gives wrap party will be held on Dec. 12 at the Galaxy restaurant in Easthampton.
“We’ll watch the total come in,” she said. “Valley Gives is a festival of generosity, and that’s what I love about it. This is truly a community event.”
For this issue, which also features the annual BusinessWest Giving Guide, we take an in-depth look at this community event and how it has enormous potential to become a powerful Western Mass. tradition.

The Power of Giving

Griggs said it was reports of the generosity of billionaires Warren Buffett and Bill Gates that prompted he and Doherty to start thinking of ways to increase philanthropic giving in the Pioneer Valley.
So two years ago, they sought the advice of the Community Foundation of Western Mass. to find ways to create opportunities for fund-raising in the area. The foundation took what Griggs calls their “germ of an idea” and did some research and came across an effort created in Minnesota called Give to the Max Day, a one-day online fund-raising event for nonprofits and schools that has spread to other parts of the country, including Boston and Miami.
The concept sounded like it could be successfully adapted to the Pioneer Valley, so the foundation decided to create a local event based on the Minnesota model and call it Valley Gives. The idea was to unite residents of Franklin, Hampshire, and Hampden counties in one massive online fund-raising effort for nonprofits up and down the Pioneer Valley.
To bolster the effort, the foundation recruited the Beveridge Family Foundation, the Irene E. and George A. Davis Foundation, the Jewish Endowment Foundation, the Jewish Federation of Western Mass., United Way of Franklin County, United Way of Hampshire County, United Way of Pioneer Valley, and the Women’s Fund of Western Massachusetts as partners.
Donations during Valley Gives are pledged entirely online. The event goes on for 24 hours, beginning at midnight and ending at 11:59 p.m. Donors can log onto valleygivesday.org to find the nonprofit they want to give to and make a donation.
Valley Gives donors don’t have to be a Gates or a Buffett to make a pledge. On the contrary, the minimum donation is $10, and there is no maximum.
Nonprofits registered to participate in Valley Gives in August and September, and went through training in October and November. Much of the training was focused on effective methods of marketing, with a major emphasis on social media and other online strategies like Facebook, Twitter, YouTube, blogging, and e-mail newsletters.
“A large percentage of nonprofits were not on social media, and there were others that were on social media, but didn’t do much with it,” Leutz said. “We convinced them to take social media to a new level. We’re creating the environment for nonprofits to market themselves successfully. For many of the nonprofits, they saw capacity in places that they did not see before. New opportunities were created for them. A lot of donors were new.”
Besides the pledges rolling in during Valley Gives, nonprofits will be eligible to win leaderboard prizes of up to $10,000 for being a top fund-raiser, as well as a Golden Ticket or Power Hour, which are prizes of up to $1,200 throughout the day.
Lisa Oram, marketing and communications director at Snow Farm: the New England Craft Program in Williamsburg, remembers the organization’s staff huddled around computers watching the money come in during the 2012 Valley Gives event, and posting on Facebook and Twitter throughout the day to keep momentum going.
“People were very engaged and enthusiastic,” Oram said. “I felt humbled by the amount of generosity of people across the Valley toward all of the organizations that participated. The day became all about Valley Gives.”
The team members at Snow Farm were floored when they won a prize worth $10,000 last year, especially since they first thought it was for $1,000. Last year, the organization raised $22,000 which paid for new computers for the organization’s digital photo lab and scholarships for its high-school program.
Other nonprofits that participated in last year’s event are looking forward to being involved again this year.
Safe Passage, the Northampton-based organization that addresses issues of domestic violence, was among the nonprofits that participated in Valley Gives in 2012. Marianne Winters, executive director of the organization, said money raised was used for programs to support children who are exposed to domestic violence, and to help fund its legal program in probate court.
This year, money will go toward a prevention initiative called Say Something, which offers training, education, and other skills for dealing with a potentially abusive situation.
“We have startup costs and need to generate publicity and other ways to get people involved,” Winters said.
Nonprofits that are first-time participants in Valley Gives are also eagerly awaiting the stroke of midnight on Dec. 12.
Team Jessica Inc. was formed in 2009 in honor of Jessica Martins of Belchertown, who died at 19 as a result of complications from Rett Syndrome, a neurodevelopmental disorder.
Although Martins was confined to a wheelchair, she was as active as possible, going to school dances, playgrounds, and riding horses. Team Jessica is striving to raise money to build a playground to be named after Jessica on 13,367 square feet of land at the Belchertown school complex.
“We want to build a new playground that’s 100% handicapped-accessible, with a poured rubber surface,” said Deanna Roux, the organization’s spokesperson. “The playground will cost $400,000, and we’ve raised $207,500 so far over the last three years through different events.”
Team Jessica wanted to be involved with Valley Gives last year, but had not achieved 501(c)3 charitable nonprofit status in time to do so.
Team Jessica is hoping to raise $10,000 through the Valley Gives event. Besides raising money to build the playground, Vicky Martins Auffrey, Jessica’s mother, hopes to continue developing handicapped-accessible projects.
On the day of Valley Gives, Team Jessica street teams will visit two Belchertown restaurants and will have postcards printed with a QR code that can be scanned by a smartphone to make a donation, as well as a computer to make a pledge.
“We’re hoping to expand our reach,” Roux said. “We heard all of the success stories from last year’s Valley Gives and felt we really needed to be involved. We signed up the minute it opened up.”

The Bottom Line
After signing on to participate in Valley Gives, Roux and Patti Thornton, Team Jessica Inc.’s grant writer, attended the training sessions and participated in a webinar to prepare them for the event. Roux said they learned a lot of valuable information about how to market themselves to get the word out to potential donors of their involvement with Valley Gives.
Team Jessica learned the importance of developing an e-mail newsletter, as well as posting on Twitter and other social media, and being more active online in general.
“I’m looking forward to 12/12/13,” Roux said. “All of the stuff you do beforehand matters. I’m excited, but nervous. We’ll see right away how dollars are moving.”
And with that, she spoke for everyone looking ahead to the second edition of Valley Gives.

Departments Picture This

Send photos with a caption and contact information to:  ‘Picture This’ c/o BusinessWest Magazine, 1441 Main Street, Springfield, MA 01103 or to [email protected]

Gala of Lights
GroupToskyTablesCadetsThe Spirit of Springfield held its 18th annual City of Bright Nights Ball Nov. 16 in the Grand Ballroom of the Springfield Sheraton in downtown Springfield. The black-tie event, with the theme ‘Under th Sea,’ raised money to support the award-winning Bright Nights in Forest Park, taking place through Jan. 5, and the many events presented by the nonprofit organization.
 From top, left to right: from left, Springfield Mayor Domenic Sarno and wife Carla, Patti and Daniel Moen, president and CEO of Sisters of Providence Health System, Patrick Leary, shareholder and vice president of Moriarty and Primack, P.C., Kelley Tucky, Bright Nights Ball chair and vice president of Community and Public Affairs for MGM Springfield, and Richard Ross; Noreen and Mark Tolosky, president and CEO of Baystate Health; the Grand Ballroom is ready for guests; from left, Maj. Matthew Mutti, Col. Kenneth Lute, Col. James Keefe, and Brigadier Gen. Paul Smith salute the military after the singing of the National Anthem. (PHOTOS BY PAUL SCHNAITTACHER)

Lunch Money

DuvalIMG_9476The Affiliated Chambers of Commerce of Greater Springfield (ACCGS) recently hosted a Lunch with Gov. Deval Patrick, left, at the sold-out Springfield Marriott Grand Ballroom, right. The special event was an occasion for the governor to announce a $200 million investment in Phase 1 of the I-91 Springfield Viaduct project and $1.2 million to create a permanent home for Camp STAR Angelina at Forest Park. The investments are expected to be a catalyst for additional economic and community-development opportunities in the region.(PHOTOS BY DRISCOLL PHOTOGRAPHY)

Legislative Voices
SarnoCohenBreyerSullivanGovReceptionReplaceOn Nov. 21, the Affiliated Chambers of Commerce of Greater Springfield (ACCGS) held its annual Government Reception at the Carriage House, Storrowton Tavern in West Springfield. The event provides a forum each year for attendees to meet with area legislators to make their voices heard. Left to right from top: Springfield Mayor Domenic Sarno, left, and Agawam Mayor Richard Cohen speak with an attendee; Carl Breyer Jr., left, managing partner of Park Place Realty, and Ed Sullivan, mayor-elect of West Springfield; Chris Thompson, left, vice president of Business Development for the Springfield Falcons, converses with state Rep. James Welch.(PHOTOS BY DRISCOLL PHOTOGRAPHY)

They Honor Us Whom We Honor
AM7J3389AM7J3591The Advertising Club of Western Massachusetts recently celebrated the latest class of the Order of William Pynchon, the 98th annual awards event which honors distinguished civic service in the name of Springfield’s founder. Pictured, left, at the banquet held at Chez Josef, are 2013 Pynchon medalists, from left, Joan Kagan, president and CEO of Square One; Jean Caldwell, writer for the Boston Globe and American Baby magazine; Jean Gailun, advocate for reading education and the children of Springfield’s Kensington Avenue Magnet School; and Sirdeaner Walker, mother of 11-year-old bullying and suicide victim Carl Walker Hoover and now an advocate for bullying awareness, who was instrumental in the drafting and passage into law of the state’s 2011 anti-bullying bill. Right: from left, Susan Kline, chair of the Jewish Geriatric Services (JGS) board of directors; Sally Fuller from Cherish Every Child; Alta Stark, Pynchon trustee and event chair and director of marketing and public relations for JGS; Richard Halpern, JGS board member; Martin Baicker, president and CEO of JGS; and Susan Halpern, vice president of philanthropy for JGS. (PHOTOS BY ED COHEN)

Spa Night

chairmassagemayorleanne1SkinCatering, a massage and skin-care spa for men and women, recently celebrated its grand opening on the second floor of Tower Square in downtown Springfield. The spa, whose team is Skin-Safe Certified by the Melanoma Foundation of New England, offers body and facial services as well as yoga and numerous specials. An open house welcomed the public to indulge in a few of the most popular services, including chair massages, at left, with massage therapists Ariel Gignac, left, and Amy Pearson. Right, Springfield Mayor Domenic Sarno, center, congratulates Leanne Sedlak, owner and massage therapist, to his right, at the ribbon cutting. Holding the ribbon, from left, are Sedlak’s husband Scott, roofing specialist for Adam Quenneville Roofing and Siding; Don Courtemanche, executive director of the Springfield Business Improvement District; Sarno; Sedlak; and Kim Brunton Auger, lead esthetician.

Community Profile Features
Lenox Boasts More Than Just Seasonal Charms

Tanglewood

Tanglewood, which hosts the Boston Symphony Orchestra and other musical events, is one of the top tourism draws to Lenox.

John Bortolotto understands that, from an economic perspective, Lenox is a seasonal destination.
“Predominantly, Lenox revolves around Tanglewood and Shakespeare & Co. and the multiple art venues in town, and as a result, we have a very productive summer. There can be a shortage of rooms in hospitality,” said Bortolotto, who serves on the Lenox Chamber of Commerce board of directors.
“If you talk to many of the local folks, you’ll find out that many have this  preconceived idea that Lenox is busy from June through October, and then the town gets really quiet,” he added. “To an extent, that’s true.”
But he’s trying to get people to think about this small community — population just over 5,000 — in different ways, talking up its energy and recent commercial growth, and not just its many downtown inns and its high-profile performance spaces.
“From a chamber perspective, it used to be that, if you weren’t downtown, you kind of didn’t partake in all things Lenox,” he said. “What’s happening right now — what’s been happening for the last five years or so — is that Route 7, which is just outside downtown, connecting Pittsfield to Lee, has experienced growth of a different type. We now have three banks on that little stretch, where before there were only two downtown. We have multiple attorney’s offices, a fitness facility, a printing company, some retail.”
One notable success story has emerged in the Lenox Shops, a cluster of once-underutilized retail space along Route 7.
“It had a few stores, until a gentleman named David Ward bought the place and started revamping,” Bortolotto told BusinessWest. “He added condos out back and brought some non-retail businesses and restaurants to it. It’s going to be huge.”
In addition, Berkshire Health Systems, the largest employer in Berkshire County, will occupy a large portion of the complex, and healthcare services, from primary care to ob/gyn to yoga, will have a strong presence — and a flow of employees to support other businesses in the shops.
“So Route 7 has really come along, with more professional businesses and not just retail,” he added. “And, of course, we have Cranwell Resort, Spa and Golf Club nearby — a beautiful place to be.”

Growth Pattern
The character of fast-growing Route 7, with its chain hotels and motels, is different than downtown’s Main Street, Church Street, and surrounding roads, which play host to a number of inns, bed and breakfasts, and locally owned shops.
“Downtown is largely retail,” said Bortolotto, who is also branch manager of NBT Bank in town. “You have two banks, some attorney’s offices, a lot of realtors — that’s part of the makeup, some of the more profitable businesses — but the retail, they tend to close for a good part of the year. Church Street gets very quiet. Some restaurants choose to close for the whole winter season because they figure they lose less money by not adding staff and other expenses.”
Laura Shack has bucked that trend for two decades. She opened Roseborough Grill in downtown Lenox in 1993, then transformed it into Firefly, which she calls a “new American bistro,” 10 years later.
“Roseborough Grill had a great run, but that was because there were only 25 restaurants in Berkshire County, and now there are probably 125,” she said. “It got to the point where it was more of a struggle to maintain the antique, country feel, and I didn’t have a big bar. But I love what I do, so I reinvested and gutted the place, changed the name, and started over.”
Firefly features the huge bar she craved, and a décor that’s contemporary and rustic at the same time. “We changed the menu a little bit, did some tapas and light plates — just changing with the times — and it’s been a great run. There were times when the economy was struggling, but this is one of the few restaurants in Lenox that stays open year-round. We’ve created an extremely loyal clientele due to the fact that I cater to the locals tremendously. We went from having 10 people in the winter to 100. People come in, spend money, have drinks — and they come back.”
Shack partly credits a well-received series of daily specials, from a $5 burger to 50-cent chicken wings, a $16 prime rib, and $10 lobster rolls, which locals look forward to. She’s used a similar strategy at her new breakfast-and-lunch eatery, Kitchen on the Commons, located at the transformed Lenox Shops, and is a testimony, Bortolotto says, to the fact that local businesses can succeed year-round in town.
Our challenge as a chamber is to say, ‘look, if you build it, they will come,’” he said. “If you stay open, it won’t happen overnight, but people will come and spend. As they go ski in Great Barrington or Hancock, they may feel inclined to come to Lenox.
“The challenge is to get more people to downtown, yes, but Lenox is sort of changing that,” he added, noting that the chamber is actively trying to lure non-tourism-related business into its fold.
“Some of the professional service people say, ‘look, I’m not going to join the chamber because I really don’t see the benefit; the chamber revolves around the arts. But I work in a professional business, working with attorneys, electricians, and car businesses, and when I joined the chamber, one of my goals was to add value to those businesses. We’re trying to do some of that.”

Taste of Home
A New York City native, Shack said she came to Lenox for the summer 23 years ago and never left. “What I’ve learned is, you have to cater to the locals, and you have to be super warm and friendly and welcoming. I have staff who have been with me for 20 years; I’m known as Mama Shack, and I’ve raised a lot of kids out of there. They started at the age of 13 or 14, and some are still here. They started out busing tables, and I taught them how to cook or bartend.”
One of those, Zee Vassos, left Roseborough for college but decided the food industry was what he loved, Shack said, “so he came back and helped me open Firefly. Then, after being out in Boston for a few years, he came back again, and we just opened Kitchen on the Commons in May. We had a great summer. David Ward, who owns the complex, really turned it around.”
Bortolotto said the chamber has become more open to cooperating with local towns on events and marketing. “It’s one county, not ‘we’re Lenox, and you’re everyone else.’ We’re mixing more, and we’re more open-minded these days than we were 10 or 15 years ago, definitely.”
There’s more to Lenox than its downtown and Route 7, of course, including Lenox Dale, a blue-collar village straddling Lenox and Lee that used to be home to a cluster of paper mills and today still features some manufacturing.
But, overall, Lenox is mainly known as the home to arts destinations like Tanglewood — where the Boston Symphony Orchestra plays — and a knot of rustic inns, while Bortolotto and the chamber continue to raise the profile of the town’s other charms.
Shack certainly finds the town charming, and hated the early days when she closed for part of the time during the off-season. “I find continuity is really important, being open seven days a week, so people don’t ever question, ‘are they open?’
“I love the people. The town is great,” she continued. “Obviously, having Tanglewood around the corner is wonderful. But I’ve really gotten to know the local people, and the clientele makes it really nice. People are grateful I’m here for them, and I’m grateful to have them.”

Joseph Bednar can be reached at [email protected]

Employment Sections
Why An Addiction to Work Is Hurting Our Careers

By Dr. TASHA EURICH
Kmart’s recent decision to open its doors at 6 a.m. on Thanksgiving Day sent shockwaves throughout the nation. Though bargain seekers were thrilled, many are questioning the retail chain’s decision. In recent years, such ‘Thanksgiving creep’ has inspired multiple protests from employees, with one petition calling it “inhumane and inconsiderate.”
Unfortunately, this problem doesn’t exist only in retail establishments around the holidays. Across all job types and industries, Americans are working more than ever.
According to a recent Workforce Management study, since the Great Recession, 55% of employees have seen their workload increase, and 27% say it’s doubled. The constant pressure to do more with less, coupled with the belief that being busy means we’re important, is creating an unsustainable pattern.
For many workers, taking time away from their jobs feels like an untenable luxury. Most European countries provide workers at least four weeks of vacation each year — Germany and Sweden are particularly generous with seven weeks. But a Center for Economic Policy and Research study reveals that 25% of U.S. employees don’t take any vacation at all — either because they don’t use their accrued time or their employer doesn’t provide it.
Why would anyone choose not to take the time away that they’ve rightfully earned? For many, fear is a factor — fear of missing out on promotions, topping the layoff list, being judged by bosses or co-workers, or the work that will inevitably pile up.
Certainly, anyone can work 50, 60, or 80 hours per week — and take little time off — if they choose. But as it turns out, there are some profound consequences. Here are just some of them:

1. Working too much makes us stupider.
Research has shown that long hours affect our brains. An American Journal of Epidemiology study followed British civil servants over five years to understand the relationship between long hours and brain functioning. Compared to those who worked 40 hours per week, participants who worked more than 55 hours showed poorer vocabulary and reasoning skills. In plain English, working too much actually makes us stupider.

2. Working too much makes us depressed.
Research has shown that long hours are also a significant risk factor for depression. A study published in PLoS ONE examined more than 2,000 workers in the United Kingdom over six years. They found that employees who worked more than 11 hours per day had more than twice the risk of depression than those who worked seven to eight hours per day. The relationship remained even when researchers statistically removed the influence of socio-economic factors, chronic physical disease, smoking, and alcohol use.

3. Working too much hurts our career advancement.
When people think about how to get ahead in their career, most have a ‘more is better’ approach. Just look at the hours worked at many law firms, tech companies, and Wall Street. However, more hours does not always equal better performance, and human beings have an upper limit for productivity on any given day. Somewhat counterintuitively, a 2006 Ernst & Young study found a positive relationship between vacations (i.e., fewer work hours overall) and performance; for each additional 10 hours away from the office employees took, their performance reviews were 8% higher the following year.

4. Working too much can actually kill us.
In August of this year, a 21-year-old Bank of America intern was found dead in his London dorm room. During the course of Moritz Erhardt’s demanding seven-week internship, he had pulled eight all-nighters in two weeks. Although Erhardt’s case is as rare as it is tragic, it drives home the general point that working too much is simply not healthy. Luckily, when we take time away, these effects are mitigated. For example, the Framingham Heart study (a massive longitudinal research program started in 1948) reported that when workers take annual vacations, their risk for a heart attack is reduced by 30% in men and 50% in women.

How to Take Time Off Without Paying for It When You Return

Hopefully, cashing in some of that vacation time feels more important than it did a just few minutes ago. But if the idea of taking time off still feels difficult or stressful, here are a couple of tips.
First, it’s okay to start small. Short vacations have positive effects similar to long ones. One study from Radboud University Nijmegen in the Netherlands found that even vacations of just a few days increased health and well-being. And because benefits from most vacations fade after five days, frequent, shorter vacations may actually be better. So instead of blocking off two weeks and paying for it when you return, try a long weekend every month or two instead.
Second, it’s OK to check e-mail a few times while you’re away. The above study also revealed that people who worked during vacations still showed increases in health and well-being, albeit smaller ones. For many workers, being able to check in at work eases anxiety. So, within the bounds of reason, go for it! Just don’t let things get out of hand, lest your spouse or partner lock your iPhone in the hotel safe.
Whether you’re being forced to work this Thanksgiving or not, the holidays are a great time to re-prioritize. It’s important to remember that family and friends are life’s true gifts. After all, on their deathbeds, few people are likely to say “I wish I had spent more time at work.”
So, for goodness sake — take some time off!

Dr. Tasha Eurich is the author of the new book Bankable Leadership: Happy People, Bottom Line Results, and the Power to Deliver Both. She also helps organizations succeed by improving the effectiveness of their leaders and teams; www.bankableleadership.com.

Employment Sections
Neutrality Agreements Under the Gun at Supreme Court

By TIMOTHY MURPHY, Esq. and DAVID McBRIDE, Esq.
Unions have increasingly turned to ‘corporate campaigns’ to pressure larger employers not to resist efforts to unionize their workers.  Corporate campaigns are concerted and sophisticated efforts to publicly embarrass for-profit and nonprofit employers among their stakeholders and within their communities so that they acquiesce to union demands.
What is happening now at Wal-Mart is a corporate campaign. These efforts have become more prevalent as unions’ traditional grassroots organizing efforts, especially at larger employers, have become less successful. For unions, the holy grail of the corporate campaign quest is the ‘neutrality agreement,’ in which the employer promises not to oppose unionization. The future of neutrality agreements lies in the balance as the Supreme Court is set to decide their legality.

Background
Neutrality agreements are promises between employers and unions about what employers will — or will not — do in response to a union-organizing campaign.  While the terms of neutrality agreements vary, they generally consist of employer promises not to oppose unionization. Sometimes, such agreements also contain waivers of employee rights, like secret-ballot elections.
The effect of neutrality agreements is that employers stand on the sidelines while the union campaigns, usually without organized opposition, for employee support for unionization. Neutrality agreements are powerful tools that increase the likelihood of a successful union campaign.
However, federal labor law contains an anti-bribery statute (Section 302) which makes it criminal for an employer “to pay, lend, or deliver … any money or other thing of value” to a labor union that seeks to represent its employees, and prohibits unions from accepting the same. The purpose of Section 302 is to keep employers from tampering with the loyalty of union officials and to deter union officials from extorting employers.
A lawsuit was filed in Florida challenging the legality of neutrality agreements under Section 302. Martin Mulhall, who was opposed to unionization, sued his employer and a local labor union, claiming that the neutrality agreement they signed violated Section 302 because the employer’s neutrality and other cooperation constituted a ‘thing of value.’
The case wound its way to the U.S. Supreme Court, where oral arguments were recently heard. The Supreme Court is very selective about the cases it decides, but it probably decided to review this case because several federal courts of appeals had disagreed on whether a neutrality agreement was a ‘thing of value’ under Section 302. The Supreme Court will now settle those disagreements.

The Mulhall Case

Mulhall worked for a casino company, which entered into an agreement with a union, UNITE HERE Local 355, to:
• Provide Local 355 with employee contact information;
• Allow the union on company property so it could organize employees; and
• Remain neutral during the union’s organizing effort and conduct a card check instead of a secret-ballot election to determine whether there was majority employee support for the union.
In exchange, Local 355 promised that it would not strike, picket, or pressure the company, and would give more than $100,000 to help pass a slot-machine ballot initiative benefiting the company.
The Eleventh Circuit Court of Appeals, which handles federal appeals from Florida and surrounding states, ruled that Mulhall’s claim could go forward. It held that “organizing assistance can be a thing of value that, if demanded or given as payment, could constitute a violation of Section 302.” Local 355 appealed to the Supreme Court.

What Will Be Decided

The case is now teed up for the Supreme Court to decide whether neutrality agreements are legal. The question to be decided is “whether an employer and union may violate Section 302 by entering into an agreement under which the employer exercises its freedom of speech by promising to remain neutral to union organizing, its property rights by granting union representatives limited access to the employer’s property and employees, and its freedom of contract by obtaining the union’s promise to forego its rights to picket, boycott, or otherwise put pressure on the employer’s business.”
The Supreme Court oral arguments focused on whether the types of promises employers make in neutrality agreements are ‘things of value’ and whether Section 302 should apply to these types of agreements at all.
Based on the justices’ questions to the lawyers, the court was troubled by the union’s promise of $100,000 to pass the slot-machine ballot initiative to help the company in exchange for its neutrality. Mulhall’s lawyer argued that Section 302 bans any employer cooperation during union organizing campaigns not required by law. Local 355’s lawyer countered by arguing that neutrality agreements have been around for many years and promote labor peace, a goal of national labor policy. It is always hard to predict the outcome just from the justices’ questions, but a unanimous decision either way seems unlikely.

Biggest Labor Case at the Supreme Court in a Generation?
Neutrality agreements have become commonplace in union-organizing campaigns as the number of secret-ballot union elections have steadily declined, so the Supreme Court’s decision on their legality will have a dramatic impact on the future of union organizing.
If the Supreme Court decides that neutrality agreements are not a form of illegal bribery, it will boost union organizing by stamping the court’s approval on them.  On the other hand, if the Supreme Court decides that neutrality agreements are illegal, unions will have to rely on the grassroots organizing campaigns of years past to recruit new members. Unions’ ability to engage in ‘top-down’ organizing through corporate campaigns then will suffer a serious — and maybe fatal — blow, and employers will be far less likely to cooperate during unionization efforts.
A decision is expected before July 2014. No matter which way the case comes out, it will impact employers and unions for years to come.

Timothy Murphy, Esq. and David McBride, Esq. are attorneys with Skoler, Abbott & Presser P.C., Springfield; (413) 737-4753.

Restaurants Sections
Max’s Restaurants Have Always Put the Accent on Giving Back

By MICHAEL REARDON

Max’s Tavern

Rich Rosenthal, center, owner of Max’s Tavern, with John Thomas, managing partner of the restaurant, and AnnMarie Harding, public relations director.

A casually dressed Richard Rosenthal, owner of the Max Restaurant Group, sat in a dining room of Max’s Tavern, his restaurant at the Naismith Memorial Basketball Hall of Fame in Springfield, talking about his company’s philanthropic efforts.
As the lunchtime crowd filled the restaurant on this recent crisp, sunny afternoon, Rosenthal was hesitant to take credit for the millions of dollars the Max Restaurant Group has raised in the Hartford and Springfield areas over the years for charitable organizations and other worthy causes.
“I don’t think about it too much,” said Rosenthal when asked about the legacy he was leaving through his organization’s philanthropic efforts. “We do it because it’s the right thing to do. We don’t pat ourselves on the back. We just feel like we always want to raise more money for these worthy causes.”
Rosenthal believes that successful businesses like his should feel obligated to be involved in charitable giving. His restaurants have been successful, he said, so giving back is the natural thing to do. To Rosenthal, philanthropy is just part of being a responsible member of a community.
“We became involved in charitable giving because people asked,” he explained. “You want to help because the customer really believes in what they’re doing, and you respect that.”
If Rosenthal is reluctant to take credit for his charitable work, other people are happy to shower him with accolades. As he was talking, Jane Albert, vice president of Development fo Baystate Health and executive director of the Baystate Health Foundation, joined Rosenthal and immediately thanked him for his fund-raising efforts.
“We have a wonderful partner in Max’s, and they make a significant contribution to our fund-raising effort,” Albert said. “It says so much about your organization.”
Since Max’s Tavern opened 10 years ago, Rosenthal has been enthusiastically involved in raising money in the Greater Springfield area, especially with Baystate Children’s Hospital, and most recently with the new Baystate Children’s Specialty Center. The annual Max Classic International Golf Tournament, held every fourth Monday in July, the first few years at Crestview Country Club in Agawam and now at Twin Hills Country Club in Longmeadow, has raised $1.2 million for Baystate since it was launched in 2004.
“The Max Classic is our biggest event,” Rosenthal said. “We usually have approximately 175 or so golfers; we sell sponsorships and hold an auction. We try to guide our funds to Baystate’s Children’s Hospital and its neonatal intensive-care unit.”
The Max Restaurant Group sponsors a similar golf tournament in Connecticut to benefit charities in the Hartford area.
Since 2004, money raised from the tournament in Western Mass. has bought beds and equipment for the neonatal intensive-care unit, as well as funding the Baystate Children’s Hospital asthma program, equipment for the pediatric intensive-care unit, and the pediatric care unit’s family waiting room and sleep room.
Albert said the money raised through the golf tournament has made the work of doctors and nurses at the children’s hospital more effective.
“The money raised by Max’s has saved the lives of babies who would not otherwise survive,” she said. “The money has gone toward resources we would otherwise not be able to afford. We have 720 babies in our neonatal ICU every year. With this funding, doctors and nurses can do a lot more to help these babies. These things would not be possible without Max’s corporate support.”
Max’s raised $150,000 during this year’s tournament, which will be donated to the newly opened Baystate Children’s Specialty Center at 50 Wason Ave. The money will go toward paying for the 34,000-square-foot building’s reception area.
The center will house the hospital’s 15 pediatric outpatient specialty areas, including cardiology, gastroenterology, neurology, endocrinology, weight management, and more.
For this issue and its focus on restaurants, BusinessWest takes an indepth look at how Rosenthal and his restaurants have put the accent on giving back to the community.

Philanthropy on the Menu
Rosenthal’s philanthropic efforts began in the Hartford area. He was an original member of Hartford’s chapter of Share Our Strength, the nationwide culinary organization dedicated to fighting poverty and childhood hunger, an effort he is still involved in.
“The restaurant industry overall should be applauded,” Rosenthal said. “I’d say chefs and restaurant owners give more time and money to charitable causes than any other industry.”
Among the other organizations in the Hartford area that Rosenthal has raised funds for is the Connecticut Children’s Medical Center (CCMC). Working with that facility inspired him to become involved with Baystate Children’s Hospital when he opened Max’s Tavern.
“We found in working with CCMC that they were a terrific organization,” Rosenthal said. “You always felt good about working with them, and it was somewhat personal for me. I had small children at the time. When we opened in Springfield, our goal was to do something local, and Baystate Children’s Hospital was a natural fit. They’ve been equally great to work with as CCMC.”
Besides its major philanthropic endeavors, the Max Restaurant Group has a component called Max Cares, which hosts charitable events, like wine dinners, and gives away gift cards. The Max Cares link from the Max Restaurant Group website features a form to request a donation and the reason for the donation.
“Max Cares was started early in our operations,” Rosenthal said. “It was really a name we gave our donation arm because of the Internet. We get about 100 requests for donations a month company-wide.”
Rosenthal started working in restaurants when he was 16. He grew up in West Hartford and graduated from Hall High School, before attending Bentley University, graduating in 1981. He continued his education at New York Restaurant School in Manhattan, where he trained as a chef before graduating in 1983.
“I knew I wanted to be a restaurant owner, but I also realized I wanted to learn to cook,” he explained. “I worked as a chef for four years after I graduated, three in New York City and one as a chef and manager in Newport.”
Although not the owner, Rosenthal was involved with the opening of a restaurant called the Main Brace in Newport, R.I. He called the endeavor “extremely unsuccessful” because of a number of factors, including the location, lack of funding, and the timing of the opening. “Although the restaurant failed, I learned a lot,” he said.
While out of work in Newport, he decided to move back to Hartford to open a restaurant on familiar turf. “The Hartford area was booming at the time,” he said. “It was a town on the upswing. There was a lot of enthusiasm for the city. I had a base and contacts there.”
On Nov. 14, 1986, Rosenthal opened the first restaurant in what would become the Max Restaurant Group, called Max on Main, later to be renamed Max Downtown after it moved to Hartford’s business district in 1996. He now owns nine restaurants and will open his 10th in Palm Beach Gardens, Fla. in March.
When Rosenthal heard that the Basketball Hall of Fame was being built in Springfield, he decided to become involved in the project and opened Max’s Tavern in 2002.
Since expanding into the Springfield area, Rosenthal has become immersed in charitable giving beyond his organization’s efforts on behalf of Baystate Children’s Hospital. Besides sponsoring the Max Classic Golf Tournament, the Max Restaurant Group has raised $63,000 for Ronald McDonald House of Springfield, 14,000 for the Boys and Girls Clubs of Springfield, $11,000 for the Longmeadow Educational Excellence Foundation, and $3,100 for Massachusetts Special Olympics.
Springfield’s Ronald McDonald House has been supported by the Max Restaurant Group for nine years. Enix Zavala, house manager and associate director of planned giving for Ronald McDonald House, said Max’s contributed $15,000 for a room in the 22-room house.
Meanwhile, Max’s Tavern has been involved with fund-raising for Ronald McDonald House of Springfield in a couple of other ways for several years. The restaurant has sponsored fund-raising events like Martini Magic, a martini-tasting event that, up until two years ago, had gone on for seven consecutive years. AnnMarie Harding, Max’s Tavern’s public relations director, is a member of the Ronald McDonald House board of directors.
The current major event sponsored by Max’s Tavern to raise money for Ronald McDonald House is the Teddy Bear Brunch, an event that’s been held for the past four years. The popular event will take place this year on Dec. 8 and has long been sold out.
“All the children who attend the Teddy Bear Brunch bring an unwrapped toy, which is donated to Ronald McDonald House,” Zavala said. “We had 250 toys donated last year, and we expect to exceed that this year.”
The Teddy Bear Brunch is a family event that features a brunch buffet, candy buffet, face painting, crafts, and other activities, and children who attend go home with an 11-inch stuffed Max Teddy Bear. During the brunch, Max’s Tavern also sells 100 loaves of multi-colored Rainbow Bread for $5 each.
“We’re doing what we can to create revenue for this event in new and exciting ways that people can respond to,” Harding said. “All the money from selling the Rainbow Bread goes to Ronald McDonald House.”

Recipe for Success
According to Zavala, children sometimes stay at Ronald McDonald House for up to two years, and often miss celebrating big events like holidays and birthdays at home. She added that many families come from different parts of the U.S. or other countries and are unfamiliar with the area and sometimes have a language barrier. Having a partner like Max’s Tavern to help create a comfortable and welcoming place to stay while children get much-needed medical treatment is invaluable.
“Without the support of Max’s Tavern and other types of community support, we couldn’t be able to continue our efforts to support these families,” Zavala said.
Similar words have been spoken by the directors of several other area nonprofits. Their specific goals and needs vary, but the common denominator is that they’ve benefited in significant ways from a restaurant owner who has made philanthropy a house specialty.

Sections The Business of Aging
Businesses Eye Potential in a Growing Over-65 Population

Don Anderson

Don Anderson says older people enjoy cruises, but not necessarily the same ones younger travelers do.

More than a half-century later, the Baby Boom has become the retirement boom — and the numbers are striking.
At the turn of the century, just over a decade ago, the U.S. was home to 35 million people age 65 or older. Since then, the number has risen to almost 42 million — a nearly 20% increase — and the 65+ crowd in America is expected to soar to 79.7 million by 2040, according to the U.S. Census Bureau.
“All our health and science advances mean people are living longer,” Jason Harris said. “Many are healthy and don’t foresee any kind of health traumas, or maybe they’ve already had that hip-replacement surgery, and they look at that as a wake-up call — ‘we’re getting there, but we’re healthy … what if we live another 15 or 20 years? What will our quality of life be?’”
As founder and lead carpenter at Baystate Accessibility Remodelers, Harris takes that question seriously. His firm specializes in creating safe and accessible residential spaces for seniors and people recovering form injury or living with a disability.
The modifications run the gamut from bathroom fixes such as grab bars, modified toilet heights, and walk-in showers to widening doorways and building ramps and chair lifts for people using wheelchairs, all the way up to completely remodeling kitchens for wheelchair accessibility or building additions for in-law apartments so an older person can move back in with their children.
“Our job really runs the gamut from minor modifications to full-blown remodeling,” Harris said. “The Baby Boomer generation is a working generation, and a lot of them have assets, and a lot of them have over time invested in retirement and other things, including their homes. When they start getting into that age category, people might consider aging in place, rather than moving into institutional care. They own their home, and they want to put one more investment into their home and stay there because all the things important to them are around them.”
Harris’ company is just one example of a business that stands to benefit from the rapidly aging population. According to the monthly marketing report Selling to Seniors, people 50 and over control 77% of all financial assets in the U.S., own almost 50% of all credit cards, and account for more than 50% of discretionary spending power.
With that in mind, here are just a few of the kinds of businesses that stand to benefit from the proliferation of America’s golden-age population.

Living Well
Harris and his wife, Cindy (Baystate’s president), don’t cater only to the elderly with their home modifications; many times, their services help patients readjust to home life after an injury or disability.
“Many times we’re following the path of the occupational therapist or physical therapist who comes into the home when someone’s been in a rehab situation. They check the person’s medical history and come up with a roadmap and say, ‘these are the things they need,’ and when we get in there and do the home evaluation, we can talk to them and make sure we get the medical side of it, make sure we understand their issues,” Harris said.
But in many cases, customers are relatively healthy, yet recognize a coming need to upgrade their home to keep them safe living in it.
“They’re really looking at the value of what they could potentially invest into their home,” he told BusinessWest. “They’ve already made a commitment, and now they’re just saying, ‘this is just the next level of investing in the house.’”
Millions of seniors and their families struggle with the decision of whether to stay in their home or move to a residential-care setting, he noted.
“There’s a lot of expense that goes into moving into any kind of institution — whether they like that environment or not, there’s a lot of costs,” Harris said. “They need to decide whether the financial investment is something that’s possible, and also, do they want to move away from everything they’re comfortable with, or make some modification to their home? That’s what we have to consider to when we talk to potential clients; we understand that a lot of emotion goes into making that decision to stay home or move into an institution.”
For seniors who are healthy and ambulatory, the Boomers are known as a generation that wants to remain active, and they’re increasingly seeking out fitness and wellness options to help them stay in shape.
Take yoga, for instance. Karoun Charkoudian opened a yoga studio in Springfield in 2009 and will soon celebrate the one-year anniversary of her business, Karoun Yoga, in its new West Springfield location. From day one, she said, seniors have made up a solid percentage of her business.
“We’ve had a lot of retired folks in here, and definitely more and more seniors, especially for our gentle classes,” she told BusinessWest. “That’s definitely been the case.”
She said older people tend to enjoy yoga because it brings fitness benefits without a high impact on their joints. “It really helps alleviate a lot of arthritic pain and joint pain, that kind of thing. In my opinion, it’s a safer way to get stronger — and they definitely get stronger, and they work on their balance. It’s a better way for the senior population to do that.”
As general awareness of yoga continues to increase, Charkoudian said, studios like hers will continue to benefit from a growing older population.
“With our beginner class or gentler class, at that level it absolutely works,” she added. “It’s effective for all the benefits they’re looking for.”

All Aboard

The retirement years are often synonymous with travel, and today’s seniors have some specific ideas of where they want to visit. To hear Don Anderson, owner of the Cruise Store in East Longmeadow, tell it, they’re not flocking to Caribbean beaches.
“Certain types of trips lend themselves more to seniors,” he said. “For instance, on Alaskan cruises, typically much of the clientele — but certainly not all — are seniors. There’s more awareness of Alaska; it’s on people’s lists — ‘one day I want to see the glaciers, see Alaska, travel inland.’”
Another hot choice among senior clients are river cruises. “Older people don’t necessarily want the flashy, 2,000-ton cruise ships, but maybe something that handles 100 or 200 people, tops. They might want to spend overnights visiting the beaches of Normandy, overnights in Paris, Budapest, Prague,” Anderson said.
“Other big items on the bucket lists are national parks — and we were impacted by the government shutdown,” he continued. “Older people also want to travel overseas to Europe or Ireland, but don’t want to drive on the opposite side of the road and contend with that sort of stuff, so they like escorted trips.”
When seniors travel, they often do so alone or in pairs, but a growing trend involves larger groups and cross-generational travel — where older customers arrange to cruise with their children and, sometimes, their grandkids.
“They have disposable income, but their kids go where the jobs are, so the kids live in different parts of the country. So, as a coming-home type of event, they pick a cruise ship, which caters to different generations. They can spend quality time with their kids and kids’ spouses or significant others, and the ships have kids’ programs. Some seniors with disposable income put their money toward getting everyone together on board, doing things together, eating as a family together. We’re seeing an increase in that, with multi-generational trips initiated by the parent or grandparent.”
In any case, with family or not, “seniors are saying, ‘now is our time; now is the time to do it,’ and they like the idea of a company like ours, where we set it up but don’t charge service fees; they love that.”
But, like other types of businesses that cater to different generations, Anderson said, “you can’t sell the wrong product to the wrong people; certain trips lend themselves to certain clientele.”
As tens of millions of Baby Boomers sail into retirement, that bit of wisdom will continue to ring true.

Joseph Bednar can be reached at [email protected]

Opinion
Opportunity for UMass and Tower Square

On Nov. 26, UMass President Robert Caret and Gov. Deval Patrick made it official: the university will seek to create what’s being called a ‘satellite center’ in Tower Square in the heart of downtown.
Plans call for leasing 27,321 square feet of space on the second floor of the retail/office complex built in 1969 and known then as Baystate West, with the university also gaining rights to use 1,600 square feet on the first floor of the building. While the exact use of this space, from a programming perspective, is still to be finalized, the goal is to have this satellite facility in place for the start of the academic year next fall.
There were four proposals sent to the university for the center — the other three being space in 1350 Main St. (One Financial Plaza), square footage in Harrison Place (1391 Main St.), and space within the Peter Pan bus terminal. And while all of those locations might have worked, we believe the Tower Square site makes the most sense and offers the most potential for having real impact in the city’s central business district.
It offers the most visibility for the university, probably the most flexibility, and the best chance to spur economic-development activity. And it provides the best opportunity in many years to spark a rebirth at what was once a hub of activity and commerce in Springfield.
That was a long time ago, of course, a different era in many respects, but mostly those involving how people shop — and where. Those who have lived in this region for 40 years or more can certainly tell stories about how downtown Springfield was the place to be — especially on a Saturday morning — and Baystate West was the center of it all.
People could buy everything from clothes to books to sporting goods, and dine at one of several eateries in the complex.
Construction of first the Eastfield Mall and then the Holyoke Mall started to change the equation rapidly and profoundly, and by the late ’90s, most all of the retail space in what was by then Tower Square was vacant.
Some new signs of life have emerged in recent years. Several banks now have retail facilities in the complex, Cambridge College relocated into space on the first floor earlier this year, and there’s a successful restaurant operating in space along Main Street. Still, many of the shops are empty, their windows filled with artwork or promotional material for area arts organizations and nonprofits.
Bringing a UMass satellite office into this environment is not going to change things overnight. After all, there are already hundreds of people in the office tower and thousands working within a few blocks, and if this critical mass hasn’t changed the fortunes of Tower Square, how much can be expected from some students and perhaps a few dozen workers?
Well, more vibrancy can be expected, and perhaps more momentum for a landmark whose best days are clearly behind it, but that could — and hopefully will — play a prominent role in re-energizing Springfield’s downtown.
There’s no turning back the clock for Tower Square — it is very unlikely that it can ever again be what it was in the ’70s and early ’80s — but this planned UMass presence can help change the equation.
We don’t know what will develop at this satellite center, but for now, this looks like a smart choice for the university, the city, and its evolving downtown.

Opinion
Casino Saga Ends Badly in Palmer

There have certainly been a great many surprises in the two years since lawmakers passed legislation authorizing casino gambling in Massachusetts — developers getting in and dropping out; Holyoke’s mayor reversing himself, and then reversing himself again; residents saying ‘no’ in community after community; operators not passing muster with the Gaming Commission; competition for coveted licenses evaporating.
But perhaps the biggest surprise is just how badly things ended in Palmer (and they’re not over yet, apparently) between that community and Mohegan Sun.
Consider these remarks from Town Council member Paul Burns in a press release he sent to local media outlets late last month: “regretfully, I have to acknowledge that, as those on the anti-casino side indicated, Mohegan Sun cannot be trusted.” And, “Mohegan’s loss at the polls was not the result of a divided community, but the result of a conflicted casino company more focused on ensuring their financial viability and protecting their Connecticut property than they were on securing a license.” And, “good neighbors don’t work to impoverish their neighborhood. Good neighbors aren’t vindictive. Good neighbors care about more than their bottom line.”
It’s hard to imagine Burns, an ardent supporter of this project for as long as it’s been on the drawing board, offering such opinions two years ago or even two months ago. After all, Mohegan and Palmer have been linked in a project longer than any other community/developer tandem. Actually, we now need to use the past tense — Mohegan is now officially partners with Suffolk Downs in a bid to place a casino on track property in Revere — and this development is now clouded with intense controversy.
Indeed, since Palmer’s residents turned thumb’s down to Mohegan’s plans to build just off exit 8 of the turnpike early last month, the conspiracy theorists have been working overtime, and the really ugly side of the casino business has come into full view.
First, there were claims about a voting machine malfunctioning at a critical time, creating questions about the 93-vote defeat of the measure. Then, there were claims from pro-casino forces that the town clerk was making it difficult for gaming advocates to register to vote for the referendum, generating more questions about the tally.
But then, the focus shifted, from the vote and a planned recount (which upheld the original outcome) to the strong rumors that Mohegan Sun was talking with officials at Suffolk Downs well before the vote in Palmer.
And the conspiracy theories started multiplying. Indeed, the growing sentiment in Palmer is that Mohegan claimed to want a site in that community purely to minimize the impact on its facility in Connecticut (Palmer is readily accessible to people in the Nutmeg State via I-84), and that it stayed in the game in that town — it was the last developer to pay the licensing fee and draft a host-community agreement — just long enough to keep another casino operator from building at that location.
Those now quite angry with Mohegan Sun claim the company was either overconfident or ambivalent (or both, if that’s possible) going into the referendum vote and certainly didn’t work hard enough, or effectively enough, to change the eventual outcome. Further, the conspiracy theorists contend, Mohegan, by virtue of that referendum vote, has the best scenario possible — no casino in Palmer at all, and possibly one with the Mohegan Sun name on it just outside Boston.
Some are even saying that Mohegan tanked the Palmer vote to get pretty much everything it wanted.
We don’t know how much stock to put in all this, but things certainly don’t look good for Mohegan Sun right now — at least from a PR perspective and with regard to its five-year relationship with the struggling community of Palmer, which certainly seemed to buy into Mohegan’s rhetoric about a grand resort casino on the hill above the turnpike.
Maybe the best thing we can say at this point is that none of what is happening should actually be considered surprising. This is, after all, a business where greed and profits come before all else.