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BOSTON — Gov. Charlie Baker, Lt. Gov. Karyn Polito, Senate President Karen Spilka, and House Speaker Robert DeLeo announced an extension of administrative tax-relief measures for local businesses that have been impacted by the ongoing COVID-19 outbreak, especially in the restaurant and hospitality sectors.

This includes the extension of the deferral of regular sales tax, meals tax, and room-occupancy taxes for small businesses due from March 2020 through April 2021, so they will instead be due in May 2021. Businesses that collected less than $150,000 in regular sales plus meals taxes in the 12-month period ending Feb. 29, 2020 will be eligible for relief for sales and meals taxes, and businesses that collected less than $150,000 in room-occupancy taxes in the same 12-month period will be eligible for relief with respect to room-occupancy taxes. For these small businesses, no penalties or interest will accrue during this extension period.

“Our administration is committed to supporting local businesses and Main Street economies recovering from the impact of COVID-19, and we’re glad to work with our legislative colleagues on this additional measure to provide administrative tax relief,” Baker said. “Extending the tax-relief measures we put into place earlier this year will help support companies across Massachusetts, including small businesses in the restaurant and hospitality industries.”

For businesses with meals tax and room-occupancy tax obligations that do not otherwise qualify for this relief, late-file and late-pay penalties will be waived during this period.

Community Spotlight Special Coverage

Punching Back

Peter Picknelly, left, and Andy Yee

Peter Picknelly, left, and Andy Yee are partnering in a restaurant project at the former Court Square Hotel property.

Springfield Mayor Domenic Sarno noted that his city is certainly well-versed in dealing with natural and man-made disasters — everything from the tornado in June 2011 to the natural-gas explosion a year and a half later.

“Battle-tested” was the phrase he used to describe a community that has been though a lot over the past few decades.

But the COVID-19 pandemic … this is a different kind of disaster.

The new façade of the Tower Square Hotel, which expects to be under the Marriott flag next spring.

“It’s like shadow boxing in a lot of ways,” he said, using that phrase to essentially describe a foe that’s hard to hit and an exercise that amounts to punching air. “With those other disasters, I knew what hit us, and I knew how to jab back; with COVID-19, we don’t know when it’s going to go away, and we don’t know what’s going to happen next.”

But the city is certainly punching back against the pandemic, said the mayor and Tim Sheehan, the city’s chief Development officer, noting that it has undertaken initiatives aimed at everything from helping small businesses keep the doors open to assisting residents with paying their mortgage, rent, and utility bills.

And while the pandemic has certainly cost the city some vital momentum, the development community, which usually takes a long view, remains bullish on the city, said Sheehan, noting that there has been strong interest in projects ranging from the former School Department headquarters building on State Street to properties in the so-called ‘blast zone’ (damaged by that aforementioned natural-gas explosion), to buildings in the general vicinity of MGM Springfield in the city’s South End.

“One of more positive things we’re seeing is that development interest in Springfield remains strong,” he told BusinessWest. “And for some larger-scale projects, it’s new interest, from outside the area. And that bodes well for the whole effort that’s been made in terms of the downtown renaissance and the casino development; the development community’s message on Springfield is a good one.”

In the meantime, some projects are already moving forward, most notably the conversion of the long-dormant former Court Square Hotel into apartments and retail space, but also the extensive renovations (although that’s not the word being used) at the Tower Square Hotel in anticipation of regaining the Marriott flag that long flew over the facility, the new Wahlburger’s restaurant going up next to MGM Springfield, the new White Lion Brewery in Tower Square, the conversion of the former Willys-Overland building on Chestnut Street into market-rate housing, movement to reinvent the Eastfield Mall, a plan to redevelop Apremont Triangle, and much more.

But despite these projects, and despite the mayor’s confidence that the city will rebound quickly once the pandemic eases, there are certainly concerns about what toll the pandemic will take on existing businesses, especially those in retail, hospitality, and the commercial real-estate sector — specifically, the office towers downtown.

Mayor Domenic Sarno

Mayor Domenic Sarno says he’s confident that the city can make a strong — and quick — rebound from COVID-19.

There is strong speculation that businesses that now have some or most employees working remotely will continue with these arrangements after the pandemic eases, leaving many likely looking for smaller office footprints. Sheehan noted that such potential downsizing might be offset by businesses needing larger spaces for each employee in a world where social distancing might still be the norm, but there is certainly concern that the office buildings that dominate the downtown landscape will need to find new tenants or new uses for that space.

“There’s some conflicting data out there — the average size of a typical commercial office lease was going down prior to COVID, and a big reason was the rise of the communal working space,” he explained. “Well, now, the communal working space isn’t working so well anymore; there are some impacts that are forcing companies to require more space, not less.

“It’s like shadow boxing in a lot of ways. With those other disasters, I knew what hit us, and I knew how to jab back; with COVID-19, we don’t know when it’s going to go away, and we don’t know what’s going to happen next.”

“Still, before COVID, the vacancy rate for commercial real estate was somewhat high,” he went on. “We collectively need to be working with the building owners and businesses to make sure those numbers don’t exacerbate as we come out of COVID. But, clearly, there is concern about the commercial real-estate market.”

For this, the latest installment in BusinessWest’s Community Spotlight series, the focus turns to the unofficial capital of the region, the current battle against COVID-19 and the many forms it takes, and the outlook for the future, both short- and long-term.

View to the Future

As he walked around the former Court Square Hotel while talking with BusinessWest about his involvement with the project to give the landmark a new life, Peter A. Picknelly pointed to the windows in the northwest corner of the sixth floor, and noted that this was where a City Hall employee had just told him she wanted to live as he and business partner Andy Yee were leaving a meeting with the mayor.

But then he quickly corrected himself.

“No, she was referring to that corner,” he noted, pointing toward the windows on the northeast side, the ones with a better overall view of Court Square and Main Street. “That’s the one she said she wanted.”

Talk about actually living in the still-handsome structure that dominates Court Square is now actually real, whereas for the better part of 30 years it had been nothing but a pipe dream. That’s how long people have been talking about renovating this property, and that’s how challenging this initiative has been.

Indeed, like Union Station, another project that took decades to finally move beyond the talk stage, Court Square’s redevelopment became real because of a public-private partnership with a number of players, ranging from Picknelly’s Opal Development and WinnCompanies to MGM Springfield, to the city, the state, and federal government.

“This project was a bear, and that building was an albatross around the neck of a lot of mayors,” Sarno said. “This was all about persistence and not giving up when it would have been easy to do that.”

As for Picknelly, this is a legacy project of a sort, he said, noting that his father, Peter L. Picknelly, had long talked about creating a boutique hotel at the site — which, after its days as a hotel, was home to a number of law offices because of its proximity to the courthouse — as a way to inject some life into a still-struggling downtown.

Chief Development Officer Tim Sheehan

Chief Development Officer Tim Sheehan says the city’s first priority has been to assist businesses and help ensure they’re still in business when the pandemic eases.

The boutique-hotel concept became less viable as new hotels were built in the city, he went on, but the urgent need to convert the property for a new use — identified as the top priority in the Urban Land Institute study completed more than a decade ago — remained.

“How can Springfield really see its full potential if this building is vacant?” asked Picknelly, who again partnered with Yee — the two have resurrected both the Student Prince and the White Hut — to create a restaurant in the northwest corner of the property (more on that in a bit). “This is going to be the centerpiece of Springfield’s renaissance.”

The Court Square project is just one example of how things are moving forward in the city, even in the midst of the pandemic, said Sheehan, noting that, in the larger scheme of things, Springfield remains an attractive target for the development community — and for the same reasons that existed before the pandemic, namely an abundance of opportunities, growing momentum in the central business district, the casino, Union Station, the burgeoning cannabis industry, and more.

Still, the the pandemic has certainly been a major disruptive force in that it has imperiled small businesses across many sectors, especially hospitality; brought a relative stillness to the downtown area as many employees continue to work at home; closed the casino for nearly four months and forced it to reopen at one-third capacity; cancelled all shows, sports, and other gatherings at the casino, the MassMutual Center, Symphony Hall, and elsewhere; and even forced the Basketball Hall of Fame to reschedule its induction ceremonies (normally held this month) to the spring and move them to Mohegan Sun.

So the first order of business for the city has been to try to control, or limit, the damage, said Sarno and Sheehan, adding that it has been doing this in a number of ways, including its Prime the Pump initiative.

The Court Square project

The Court Square project, roughly 30 years in the making, was made possible by a comprehensive public-private partnership.

The program, using Community Development Block Grant monies, has provided small grants to city businesses in amounts up to $15,000. The awards have come over several rounds, with the first focused on restaurants, perhaps the hardest-hit individual sector, with subsequent rounds having a broader focus that includes more business sectors and nonprofits. Sheehan said businesses receiving grant funds have also represented a diversity of ownership.

“Prime the Pump numbers in terms of minority representation were huge — more than 72% of the awards were to minority-owned, women-owned, or veterans, and all of the nonprofits we supported had 30% or more minority participation on their board of directors,” he explained, adding that these numbers are significant because many minority-owned businesses had difficulty attaining other forms of support, such as Paycheck Protection Program loans.

In addition to helping businesses weather the storm, the city has also provided financial assistance to residents, said the mayor, noting that this aid has gone toward paying mortgages, utility bills, and rent, assistance that also helps the city’s many landlords.

“In this region, I don’t think any community has done more to help their businesses and their residents,” Sarno noted. “We have put out well over $5 million, and perhaps $6 million. We’ve been very proactive, and we’re going to continue working with businesses, such as our restaurants, to help them stay open.”

Such support is critical, said Sheehan, because in order to rebound sufficiently once the pandemic subsides, consumers will need to find outlets for that pent-up demand the mayor mentioned.

“How can Springfield really see its full potential if this building is vacant? This is going to be the centerpiece of Springfield’s renaissance.”

“When there is a vaccine, or when our numbers are so low that people feel safe and feel willing to go back out, the responsiveness will be there,” he noted. “My concern is making sure that the businesses we have are still in business when we get there.”

When We Meet Again

While he talked about COVID-19 using mostly the present tense, Sarno also spent a good deal of time talking about the future.

He said the pandemic will — eventually and somehow — relent. And, as he said earlier, he is confident the city will rebound, and quickly, and perhaps return to where it was before ‘COVID’ became part of the lexicon. For a reference point, he chose Red Sox Winter Weekend in January, an event staged by the team but hosted by MGM Springfield. It brought thousands of people to the city, filling hotels and restaurants and creating traffic jams downtown as motorists tried to maneuver around closed streets and various gatherings.

In many ways, Red Sox Winter Weekend is emblematic of all that’s been lost due to the pandemic. It won’t all come back overnight, Sarno and Sheehan noted, but the vibrancy will return.

“COVID-19 has really knocked us for a bit of a loop,” the mayor said, stating the obvious. “But I think there there’s a lot of pent-up … not only frustration, but desire to get back out there, so when we defeat this, I really think we’re going to rebound very nicely, and even quickly, because we continue to move projects forward and put new projects on the board.”

Tower Square Hotel

These renderings show what the front lobby (above) and ballroom will look like in the Tower Square Hotel that is being ‘reimagined’ and ‘redesigned’ and will soon be flying the Marriott flag.

This optimism extends to MGM, which had been struggling to meet projections (made years ago) for gross gambling revenue before the pandemic, and has, as noted, been operating at one-third capacity since early summer, with the hotel and banquet facilities closed.

“When MGM was hustling and bustling, with shows coming in, downtown was thriving,” Sarno said. “I’m hoping that, as we head into the last quarter and eventually the holiday season, if people can regain their confidence in going out to places like this, we see things pick up.”

And there will be some positive changes to greet visitors as they return, starting with a new Marriott.

Indeed, work continues on a massive project that Peter Marks, general manager of the hotel, insists is not a renovation, because that word doesn’t do justice to the massive overhaul. He instead said the hotel has been “reimagined” and “redesigned.”

Indeed, slated to open — or reopen, as the case may be — next spring or summer, the 266-room facility is getting a new look from top to bottom, inside and out. The most visible sign of the change is a new, more modern façade that greets visitors coming over the Memorial Bridge. But the entire hotel is being made over to new and stringent standards set by Marriott.

“This is not a reflagging; it’s a new build, and that’s why the work is so extensive,” he explained. “Everything that that a guest could see or touch is being replaced. Beyond that, we’ve moved walls, we’ve moved emergency staircases in the building to accomplish higher ceilings … it’s impressive what has been done.”

The timing of the project — during the middle of a pandemic — has been beneficial in one respect: there was minimal displacement of guests due to the ongoing work and, therefore, not a significant loss of overall business. But the pandemic has also been a hindrance because it’s made getting needed construction materials much more difficult, causing delays in the work and uncertainty about when it can all be completed.

“You might get a shower wall in, but not the shower tub,” Marks explained. “And you can’t do the wall without the tub, so you have to wait, and this happens all the time. If everything goes smoothly from here, it might be April when we reopen, or it could also be summer.”

By then, he thinks the world, and downtown Springfield, will look considerably different, and there will be a considerable amount of pent-up demand.

“Especially for the leisure travelers,” he said. “People are really itching to get out; they’re all waiting to go somewhere, and also go to events, weddings, family reunions, and other celebrations. I’m hopeful that we’ll be opening right when the pent-up demand is coming.”

As for the restaurant planned for the Court Square property, Picknelly and Yee project it will be open for business by the fall of 2022, and that, when it does debut, it will be an important addition to a downtown that may look somewhat different, but will likely still be a destination and a place people not only want to visit, but live in.

“Winn has done 100 renovation projects like this around the country,” Picknelly said. “They are 100% convinced that this building will be fully occupied by the time we open — there’s no doubt in their minds, based on the projections. I think that says a lot about people still wanting to live in urban areas, and I think it says a lot about Springfield and what people think of this city.”

Fighting Spirit

Returning to his analogy about shadow boxing, Sarno said COVID-19 has certainly proven to be a difficult sparring partner.

Unlike the tornado, which passed through quickly and left a trail of destruction to be cleaned up, COVID has already lingered far longer than most thought it would, and no one really knows for sure how much longer we’ll be living with it.

Meanwhile, as for the damage it will cause, there is simply no way of knowing that, either, and the toll creeps higher with each passing week.

But, as the mayor noted, the city is already punching back, and it intends to keep on punching with the goal of regaining the momentum it has lost and turning back the clock — even if it’s only six or seven months.

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

Education

The Experiment Begins

Some of the outdoor spaces Academy Hill School

Some of the outdoor spaces Academy Hill School will repurpose for class time this fall — weather permitting.

Brian Easler learned a saying during his time in the Army: “two is one, and one is none.”

It’s a way of stressing the importance of having a backup plan — and he certainly put that concept into action this summer.

“The idea is, anything can fail at any time. You have to have a backup,” said Easler, head of school at Wilbraham & Monson Academy (WMA). “We did everything we could think of to make the campus as safe as possible. We have layers of filters where, even if one preventive measure seems duplicative of something else we’ve done, we did both anyway.”

For instance, all HVAC systems on campus were updated and fitted with ionizers to filter air. But the school also bought 287 Honeywell HEPA air purifiers, similar to what hospitals use, and placed one in every room on campus. And when public-health officials said students at school could stay three feet apart while wearing masks, WMA kept a six-foot standard.

“Again,” he told BusinessWest, “we’re layering precautions on top of precautions.”

The reason is simple: parents want to send their kids to school to learn in person — despite its widespread use, no one believes remote learning is the best option from an academic and social perspective — and they also want to feel their kids will be safe.

Melissa Earls is a believer in in-person learning, which is why, as head of school at Academy Hill School in Springfield, she has spent the last several months making sure the campus is safe.

And not only because younger students — unlike WMA, Academy Hill is a pre-K to grade 8 school — have a tougher time handling remote education without the physical presence of parents, who often simultaneously hold jobs.

“It’s not just the autonomy factor, but what’s developmentally appropriate,” she said. “It’s just not developmentally appropriate for students that young to be in front of a screen for so long. It’s also an abstract concept to engage in virtual learning, seeing their friends on a Brady Bunch Zoom screen. For them, it’s an abstract concept to wrap their heads around. Developmentally, we much prefer having them here with us.”

That’s not to say classes don’t look a little different these days.

“We’re a small private school, and we typically have a lot of collaborative tables, reflective of our instructional model. We’ve replaced them with rows and columns of desks, which was not our style,” Earls explained. “We also purchased tents to create outdoor spaces, sheltered from the sun, and even the rain, to respond to the space challenge.”

John Austin, head of school at Deerfield Academy, in a letter to parents last month, outlined the many precautions and protocols unfolding to make the campus safe (more on that later). But he also stressed that students have to buy in to make it work.

“We know from experience — and science tells us with near-certainty — that wearing masks, physical distancing, and enhanced hygiene can help mitigate the spread of this virus. And that is what, together, we will endeavor to accomplish. We begin the year knowing that our students will arrive ready to express their care for others by following these simple expectations,” he wrote.

Noting that students must sign a ‘community health pledge,’ he called the document “an attempt to clearly and explicitly capture that ethos of care, citizenship, and sacrifice that will allow us to return to school safely and be together as a campus community.”

In other words, if students want to be on campus — and private schools throughout the region are definitely emphasizing that model — they know they’re all in it together. It’s an intriguing experiment in the first fall semester of the COVID-19 era, one that follows a summer that was also unlike any other.

Team Effort

The first question at Academy Hill, Earls said, was whether the campus had the space and ability to pull off on-campus learning.

“Once we knew we could do this, it became a priority to get them back,” she said. “Getting here was a team effort. What impressed us was the selflessness of everyone who worked all summer long. Actually, they didn’t have a summer. The plan was constantly evolving, and everyone was so generous with their time and their thoughts.”

While students are expected to be on campus if they’re not sick, a blended learning option is available for those who have to quarantine because they or a family member have been exposed to coronavirus. At the same time, if a faculty member is exposed, but is able to teach from home, students will attend classes on campus while the teacher instructs from a remote location, with the assistance of technology.

Melissa Earls

Melissa Earls

“It’s just not developmentally appropriate for students that young to be in front of a screen for so long. It’s also an abstract concept to engage in virtual learning, seeing their friends on a Brady Bunch Zoom screen.”

And, of course, in an echo of the spring, when schools and colleges across the U.S. shut down and switched to online learning, Academy Hill will be able to do so if a viral spike forces such a move — but it won’t be so on the fly this time, as teachers engaged in professional development over the summer to prepare for the possibility of remote learning.

“Our plan is a living document,” Earls said. “We looked at CDC and state guidelines, and our goal was to exceed them. When they shortened the physical distance to three feet, we still do six feet apart. We made sure we were meeting or exceeding all the guidelines, and we shared every iteration of the plan with families. I sent notes home weekly over the summer, if not moreso.”

Easler said prepping WMA for an influx of students included renovating a former school meeting space into a second dining hall, installing new bathrooms in a boys’ dorm, and, perhaps most dramatically, instituting an aggressive testing program. The school engaged with a lab at MIT to implement twice-weekly testing for all students, faculty, and staff, with no more than four days between tests.

“The rationale is, the only way to prevent widespread transmission on campus is to know where the virus is, especially with a population that’s often asymptomatic. And the only way to know where the virus is, is to test. The testing program is our first defense.”

Easler spoke with BusinessWest the second day students were on campus, and said students were adapting well to the new protocols, which include mandatory masks, although there are outdoor mask-free zones that offer some relief. Among close to 400 students at WMA, only 64 have opted for remote learning this fall.

“The kids seem pretty happy; it’s encouraging to see how quickly they adapted to everything. Kids are adaptable in general, but we’re still really proud of them.”

He added that WMA isn’t among the wealthiest private schools, but he’s pleased with the investments that have been made, from campus renovations to the testing plan. “Testing is expensive, but it’s worth every penny.”

Testing, Testing

To a similar end, Deerfield Academy has partnered with Concentric by Ginkgo, a program that provides COVID-19 testing in support of schools and businesses. Students were tested before they arrived on campus, as soon as they arrived, and again several days after. Weekly testing will continue for students, faculty, and staff throughout the fall term.

The school will also employ daily reporting and symptom screening and has prepared guidelines for contact tracing in order to quickly isolate any positive cases and quarantine all close contacts. In addition, all boarding students have single rooms, and weekend off-campus travel is being limited, as are family visits.

Meanwhile, a new, modular academic schedule will reduce the number of classes students take over the course of the day and gather them in smaller classes, and all HVAC systems have been fitted with advanced air filters, and are circulating fresh, filtered air at an increased rate.

“In my 35 years in education, never before have I seen such effort, sacrifice, and commitment to mission,” Austin wrote. “Every member of our community has generously given their time and effort over these summer months to prepare the campus and its buildings to safely welcome students.”

Easler agreed. “We did lot of work over the summer, meaning we really didn’t get much of a summer,” he said, adding that part of the process was training faculty on the Canvas learning-management platform, allowing them to teach face-to-face and remotely at the same time.

“The rest of the staff spent the summer planning logistics around campus,” he added. “It was so much work because we literally did everything we could think of.”

While enrollment projections dipped slightly early in the summer, Easler said it picked up again once word got out into the community of what WMA was doing to make the campus a safe environment. “Families want a little more predictability than they get out of the local public systems, which don’t have the kind of flexibility and resources we do.”

With such resources come a responsibility, Earls said, to understand what students are going through during this unprecedented year.

“I told the teachers, ‘always remember that hundreds of kids will pass through here during the course of your career, but to John or Jameel or Suzy, you are their only second-grade teacher, their only math teacher, their only Spanish teacher. You need to respect that.’ This year more than ever, we need to pay attention to their anxiety levels, their social and emotional well-being. We’re going to make sure they feel safe and normalize the situation for them.”

That normalization, she believes, begins with in-person learning, and getting to that point took a lot of work. Now, she and other area heads of school can only hope it’s enough.

Joseph Bednar can be reached at [email protected]

Opinion

Editorial

Mayor Domenic Sarno is certainly confident that Springfield will rebound from all the COVID-19 pandemic has thrown at it the past seven months or so.

As BusinessWest spoke with him recently, he said at least a few times that he expects the City of Homes to bounce back — and quickly — when COVID is over (whenever that is). This isn’t surprising, obviously; this is what mayors do. And he bases that optimism on the many projects currently in progress, new initiatives likely to move onto and then off the drawing board, and the considerable amount of momentum the city had created before the pandemic changed the landscape back in late winter.

We share his optimism to some degree, but the future of Springfield right now is a giant question mark. And before we go any further, we need to say that most all urban areas, even Boston and New York, are in the same boat and facing the same daunting question.

Which is … what will things look like when this is all over?

In Springfield, the hope is that things will look a whole lot like they did in mid-January. Back then, there were events happening, like Red Sox Winter Weekend. The Thunderbirds were packing them in at the MassMutual Center, while MGM was drawing decent crowds at the casino and bringing people to the city for concerts and shows, benefiting the downtown restaurants and bars. The downtown office towers weren’t full, certainly, but there were plenty of people working in the central business district — enough to support the retail and hospitality businesses in that area.

Now … none of that is happening as the city tries to hang on and fight its way through this. The question is, can Springfield turn back the clock to start of this year and essentially pick up where it left off?

Perhaps, but it won’t be easy. And a big factor in this equation is the commercial office space downtown. Right now, the larger towers are mostly quiet as companies continue to have many of their employees work remotely. And there is speculation that they will remain mostly quiet as businesses adapt to a new way of doing things and considerably downsize their space.

Again, this isn’t an issue specific to Springfield. Boston is facing the same problem, and, to a large extent, so is New York.

But having a critical mass of workers in a central business district is one of the key ingredients in any success formula for such an area. The others are having people live in that district and having them come to visit. All three are important, and without one, more pressure gets put on the other two.

There are housing projects coming together in the broad downtown area — at Court Square and at the former Willys-Overland building on Chestnut Street, to name a couple notable efforts — with the promise of more to come. And there are strong hopes that the vibrancy seen when there were shows at MGM and Symphony Hall and hockey games at the MassMutual Center will return once the pandemic is behind us — again, whenever that is.

But will this be enough to make the downtown area — and the city as a whole — thrive and regain the momentum lost to the pandemic?

Again, perhaps — but it seems logical that the city will not simply be able to turn back the clock; instead, it will likely have to turn the clock forward and find new and intriguing uses for the office space downtown and for the commercial spaces vacated by businesses that didn’t survive COVID-19.

Seven months into the pandemic, we know what we’ve lost, and we know what we have to somehow regain. The question for Springfield — and all urban areas — is ‘what can we expect when all this over?’ And right now, no one really knows.

Coronavirus Features Special Coverage

Plane Speaking

Travelers at Bradley

Travelers at Bradley (and there are fewer of them) will find a number of new protocols, from mandatory face coverings to more frequent cleaning and sanitizing.

Bradley International Airport has a contract with a medical laboratory willing to conduct COVID-19 testing for arriving passengers.

Kevin Dillon, executive director of the Connecticut Airport Authority (CAA), which manages the airport in Windsor Locks, Conn., thinks that would be an ideal way for healthy travelers to avoid a mandatory 14-day quarantine instituted by Gov. Ned Lamont in July.

But state leaders turned that option down.

“We have a lab that’s willing to start testing here, yet we can’t convince the Department of Public Health to allow that to occur. It makes no sense,” Dillon said. “Because what’s impacting us now is the travel advisory that’s been put in place here in Connecticut.”

According to the policy, both tourists visiting from other states and Connecticut residents returning from vacations in COVID-infested areas are required to fill out a travel advisory form and indicate where they will self-quarantine. Failure to do so incurs a $1,000 fine.

“Unfortunately, the airlines are reacting to the travel advisory by pulling flights out of the airport,” Dillon explained. “As you can imagine, it’s very, very difficult for someone to take a week vacation and then, when they come back, have to take a two-week quarantine. The same goes for business travel — people aren’t going away for two days when they have to quarantine for 14. That’s had a pretty chilling effect on our level of recovery.”

It’s a recovery — if one can call it that — from the most dramatic loss of business airports across the country have ever experienced, the post-9/11 period included. In April, passenger volume at Bradley was down 98% compared to the same period last year. The airport has recovered some of its volume, but a typical day is still some 70% to 75% below 2019 numbers. And the state of Connecticut is doing the airport no favors with one of the most rigid travelers’ advisories in the nation.

Kevin Dillon

Kevin Dillon

“Airports are competing for some very limited airline assets, aircraft and flights, so we want to present a market that’s viable. This travel advisory really starts to skew how some carriers look at Connecticut and Bradley Airport and this region.”

“I’m not questioning the medical necessity of a travel advisory — I’m not qualified to question that, and I take folks at their word that it’s is a necessary thing,” Dillon told BusinessWest. “What we have asked for here is a testing option. If you get a negative COVID test, you should be able to avoid a 14-day quarantine period. Massachusetts is doing that.”

He has other questions — including why it’s OK to cross the border for a funeral, but not a business meeting — and they all come, he said, from a place of common sense. “We’re not questioning the travel advisory, but I do think testing here at Bradley would make all the sense in the world.”

If the impact of discouraging interstate travel was a short-term thing, it would be less frustrating, but Dillon is looking far beyond 2020, when airlines will emerge from the pandemic as much smaller companies, with fewer planes to spread around the nation’s airports, and some tough decisions to make about where to put them.

“They’re really having a struggle,” he said, with some airlines saying they don’t expect to return to normal operations until 2023 or 2024. “There are going to be winners and losers coming out of this.”

This is true, he said, not only of airlines, but of airports.

“Airports are competing for some very limited airline assets, aircraft and flights, so we want to present a market that’s viable,” Dillon explained. “This travel advisory really starts to skew how some carriers look at Connecticut and Bradley Airport and this region. It’s a concern of ours not only for today but as we look to the future — what damage we’re doing to our relationships to airlines as well as their view of this market.”

Physical distancing

Physical distancing is easier when terminals are less crowded, as they are now.

For this issue’s focus on transportation, BusinessWest spoke with Dillon about how Bradley is navigating an unprecedented business challenge, and why it’s important to keep investing in the future, because the future is where this story really gets interesting.

Shifting on the Fly

Even before COVID-19 was a thing, Dillon often spoke about how Bradley was constantly competing on two levels: with Logan and the New York airports for passengers, and with every airport in the country for those precious aircraft assets. On thar front, Connecticut’s mandatory quarantine isn’t helping.

“Airlines have to be in locations like Boston and New York simply because of the population and business volume. But airlines have alternatives in terms of not having to serve Bradley and still serving a good portion of this market area,” he explained. “I don’t think it would serve the area really well without us, but an airline trying to skinny down as a result of cost-cutting measures could very well look at it that way.”

The more pressing issue in 2020 has been plummeting demand, of course. “If we don’t have passengers coming through the airport, airlines cut back, we don’t get airline fees, and no one’s here utilizing concessions, parking, renting cars, all the businesses here. When your business is off 75% to 80%, you have a corresponding drop in revenue. It’s a difficult balancing act.”

Dillon said Bradley was fortunate to receive some financial assistance from the CARES Act, which allocated $10 billion to airports across the country. Based on the allocation formula, Bradley received $28 million, which sounds like a lot of money, he went on, but to put it in perspective, that covers about three months of operating expenses and debt service. And the pandemic-related travel slowdown is now well into its sixth month.

“We are fortunate that, as an airport authority, we did create what I consider some healthy reserves, and we will rely on those reserves to some extent, but it wouldn’t be prudent to exhaust our reserves,” he said, noting that they impact bond ratings, among other things.

Bradley did institute a hiring freeze, not replacing most employees who chose to retire this year, and has cut department budgets by 10% to 20%. The CAA is also looking at further measures, including a voluntary severance program.

“It is a goal of ours to try to prevent involuntary severances,” Dillon said. “We don’t want to get to a place where we’re talking about layoffs. For now, that’s off the table. We tried to make a commitment to the employee base — first and foremost, to protect their health, and second, to protect their paycheck. As you can imagine, it’s a challenge.”

About $20 million in capital projects are on hold as well, but some are moving on, including an airport-wide restroom-renovation project that should be complete by October, and features a largely touchless experience with sinks, soap dispensers, hand dryers, and more. These features were planned well in advance of the pandemic, but Dillon said travelers will appreciate them more now.

“People want a safe, healthy, clean environment, and we try to deliver that the best we can,” he noted. “Folks think differently about hygiene in public places now; they have different expectations.”

Other protocols in place at Bradley include the expected: mandatory face coverings, more frequent cleaning and sanitization efforts at high-touchpoint areas, plenty of hand-sanitizer stations, signage detailing physical distancing rules, and plexiglass shields in high-passenger-interaction areas.

Some airlines have committed to limited capacity on planes as well, Dillon said, citing Southwest and Delta as two examples. And the airport is developing touchless kiosks where travelers don’t have to interact with an agent or touch the screen to activate the ticketing process.

Bradley’s restrooms

A major renovation of Bradley’s restrooms, including many touchless features to discourage the spread of germs, began well before the pandemic.

“The key for us is to keep differentiating ourselves from our larger competitors,” he told BusinessWest. “We want people to understand that Bradley is going above and beyond in terms of sanitizing and cleaning the facilities. And Bradley might represent a better option because it’s less congested. We’re going to keep highlighting to the traveling public why Bradley is a better alternative.”

View from the Ground

Again, however, all these efforts are blunted by the fact that considerably fewer people are traveling, and Connecticut is making it difficult to do so.

Airlines are struggling too, Dillon said, sending 135-passenger planes into the sky with only 25. And, like airports, they’re all having internal discussions about the future. Bradley’s five-year contract with carriers expired in June, and with no airlines in a position to sign another five-year deal, they opted for one-year extensions.

But even had longer-term contracts been in place, he explained, “I think a lot of people don’t understand how an airline agreement works. It doesn’t necessarily guarantee you full revenue coming in, because airlines pay revenue in large measure based on landing fees. Airlines can have a presence and pay rent for space, but they’re not required to operate a certain number of flights. If you have carriers cut operations in half, the landing fees we get are then cut in half from that carrier.”

As a difficult, uncertain year continues to unspool, there are a few bright spots, especially progress on a $210 million ground transportation center — expected to be fully operational in late 2021 — that will house car-rental services, expand public parking, and incorporate public-transit connections.

“All that money had been bonded prior to the pandemic, so we’re committed to the project,” Dillon said. “It will really transform the look of the airport and our operations. People who haven’t been to the airport recently will be surprised by the magnitude of the project and how it’s transforming the space out there.”

In addition, cargo business at Bradley has remained consistently strong. “I believe one factor is that people are staying home and doing a lot of online ordering, so we’re seeing small-package delivery — UPS, Fedex, and Amazon — all increase at the airport,” he noted. “Unfortunately, the revenue profile of cargo is much different than passenger traffic, as the bulk of the revenue at any airport comes from the passenger side of the house. But I appreciate that cargo is doing well right now.”

After all, in a year of startling setbacks, any good news is welcome. But what airports need now is clarity — and for people to get back on planes.

“It’s going to be a challenge,” he said. “I’m convinced that, by working smart and having employees work smart, we’ll be able to get through this. But it will be a balancing act for a while.”

Joseph Bednar can be reached at [email protected]

Banking and Financial Services Coronavirus

Volume Business

By Mark Morris

When COVID-19 made its arrival in Western Mass., it was mid-March, just weeks before the start of the traditional home-selling season. Area mortgage professionals didn’t know what to expect when the pandemic hit, but they certainly weren’t projecting a solid year.

Soon, though, they had to adjust those expectations and projections.

Indeed, a combination of factors, from historically low interest rates to high demand and low inventories, have made this a much busier, much better year than most residential lenders and home sellers could have hoped for back in the dark days of March.

Indeed, instead of completely canceling the spring home-buying market, the pandemic merely postponed it, said James Sherbo, senior vice president of Consumer Lending with Holyoke-based PeoplesBank.

“We’ve been very busy because the activity we would have normally seen in April or May, we saw in June, July, and August,” he told BusinessWest.

Jeffrey Smith, vice president and chief Lending officer with Freedom Credit Union, concurred, noting that any debilitating effects on the housing market from the pandemic have been more than offset by lower interest rates. The rates were already fairly low — in the 3.25% to 3.5% range — before the pandemic, he said, but now consumers can now get a 30-year fixed-rate mortgage for well under 3%.

James Sherbo

James Sherbo

“We’ve been very busy because the activity we would have normally seen in April or May, we saw in June, July, and August.”

“This is probably the best real-estate market I’ve seen in years,” Smith said. “When the pandemic first hit, I thought it was going to be just the opposite.”

Meanwhile, many mortgage holders are taking advantage of these lower rates to refinance, and this high volume of refis, as they’re called, is keeping most all lending institutions busy.

“It’s crazy … we’ve seen an 80% volume increase in our overall business compared to last year,” Smith noted. “And we certainly did not expect that.”

Tami Gunsch, senior executive vice president and director of Relationship Banking at Berkshire Bank, agreed. She said the bank is pleased with the Mortgage Division’s performance, “especially during these unprecedented times of COVID-19.”

For this issue and its focus on banking and financial services, BusinessWest takes an in-depth look at the housing market and the various, and powerful, forces that are driving it.

Rooms for Improvement

Flashing back to mid-March, Sherbo said his department was mostly focused on where (and how) team members would work, and keeping employees and customers safe.

“We just tried to prepare as best as we could to keep our team safe and our customers safe,” Sherbo said. “When COVID-19 first hit, everybody wondered what would happen; nobody had a crystal ball.”

Indeed, no one could have foreseen how the drop in interest rates — one of many steps taken to stimulate the economy — and other factors would collaborate to stimulate virtually all aspects of the housing market and create a unique set of circumstances.

Home sales are strong, again, because of low interest rates even though fewer homes are for sale, said Sherbo, adding that he can’t recall a time when both conditions have happened at the same time.

Jeffrey Smith

“This is probably the best real-estate market I’ve seen in years. When the pandemic first hit, I thought it was going to be just the opposite.”

“I’ve seen rates this low before, but I’m not sure we’ve seen this lack of supply in quite a while,” he said, adding that it’s no surprise that many people do not want to move or sell during the pandemic, so the supply of homes for sale is limited. That creates an environment where many purchase offers are coming in higher than the asking price.

“New listings are selling very quickly,” noted Smith, adding that nearly all the houses offered for sale in early July were sold by early August.

In addition to people moving out of the city and into the suburbs to take advantage of low interest rates, Smith said the demand for second homes is exploding.

“In the last three to six months, prices have increased by 20% or more in areas like Cape Cod or Maine,” he noted. “Second homes are a hot market right now, and because there is a limited supply, properties are on the market for only a short time before they are sold.”

Then, there’s the refi market.

Gunsch said that, in addition to strong new-mortgage activity, Berkshire Bank is doing a high-volume business in refinances.

“Refis account for 52% of our closed-loan production through July,” she said, “while in the prior year, during the same period, they accounted for 35% of the closed loan volume.”

Smith added that, thanks to the robust business Freedom is doing with loan refinancing, he does not anticipate the lack of housing supply to limit the institution’s growth potential this year.

Strong housing-sales activity is even more impressive considering how the entire home-buying process had to quickly change when COVID-19 hit.

The notion of a real-estate agent walking potential buyers through a house for sale sounds almost quaint these days, as virtual tours have replaced showings, and drive-by looks at a house have become the norm.

“People are buying homes based on what they see online,” said Smith. “Many people are not even going out to the house to see it. In some cases, particularly for second homes, they are buying them sight unseen.”

Before COVID-19 struck, Smith said Freedom had limited online mortgage-application capabilities, but the virus forced the institution to quickly go all in.

“Luckily, we had the technology to be able to make a fast adjustment to online only, so we were kind of ready for it,” he told BusinessWest.

PeoplesBank launched its paperless mortgage-application system in October 2019 after two years of refining it. When COVID-19 arrived and disrupted so much of daily life, Sherbo said having a touchless system already up and running made it easier to maintain business levels.

“Our customers don’t have to meet or sign anything in person,” Sherbo explained. “The entire application process can be done online or over the phone. We were ready for this, which was great.”

Gunsch said Berkshire also uses an online application process. When an appraisal of the property is needed, only the exterior is appraised to reduce physical contact.

“Loan closings are still done in-person with everyone wearing masks and following social distancing guidelines,” she added.

Critical Deferrals

A serious concern at the beginning of the pandemic was the potential for mortgage delinquencies to spike due to homeowners affected by financial and health issues. In April, Gov. Charlie Baker signed into law a moratorium on evictions and foreclosures on consumers through March 2021.

Meanwhile, those who are struggling with COVID-related issues are encouraged to contact their mortgage holder to defer payments. The law makes it clear that, by deferring, consumers merely extend the length of the mortgage without taking a hit on their credit rating.

All the mortgage professionals BusinessWest spoke with said the deferral program has worked to keep delinquencies down and allow people to stay in their homes.

“We have a strong team in place to assist our borrowers with loan deferrals and ensure they understand their options to defer payment during this time,” said Gunsch.

Smith said that roughly 5% of Freedom mortgage holders have taken advantage of the deferral program. “We’re actually seeing our delinquencies at very low levels, lower than they’ve been in years.”

Smith added that most of the deferral requests occurred in April and May. With each passing month, the number of new deferrals continues to decline.

“The deferral program is working the way it was intended,” Sherbo added. “It’s giving people the chance to maintain their own stability and credit.”

As for inventories, even that picture may improve soon. A recent report from the U.S. Census Bureau and Housing and Urban Development (HUD) showed new housing construction starts are up more than 23.4% in July 2020 compared to July 2019. The national figure closely mirrors the Northeast, which saw a similar increase of 23.3%.

Locally, Sherbo said new home starts are relatively flat, but if interest rates continue at record lows, that would encourage more new construction in Western Mass.

Just as no one had a crystal ball back in March, none of the mortgage professionals we spoke with can really say what will happen six months or a year from now. That’s the nature of this pandemic — a high level of unpredictability.

For now, the housing market is booming at a time when few thought it would. This is good news for banks and credit unions — and for the customers they serve.

And it’s certainly one of the more intriguing stories in a year with seemingly no end of them.

Daily News

HOLYOKE — The Holyoke Community College Foundation has received a second grant in as many months to help students facing financial emergencies because of COVID-19.

In its latest round of grants, the Community Foundation of Western Massachusetts awarded $40,000 to HCC from its COVID-19 Relief Fund. In July, the Community Foundation awarded the HCC Foundation $35,000. All $75,000 went into the President’s Student Emergency Fund, which is managed by the HCC Foundation.

“Every week, we are seeing more and more applications from students in need of emergency support,” said Amanda Sbriscia, vice president of Institutional Advancement and executive director of the HCC Foundation. “Each student applicant hopes to begin the fall semester on the right foot, and it’s our job to keep them focused on their academic success.”

Thanks to CFWM’s first grant to HCC, 67 HCC students received emergency funding with an average disbursement of $522. Already, in the past two weeks 15 additional students have received emergency aid.

“We anticipate disbursing the full $40,000 to students in need before the end of September,” Sbriscia said.

Typically, students request help paying for basic needs, such as food, rent, utilities, childcare and transportation.

“Relief Fund dollars are making it possible for HCC students throughout our region to achieve their educational goals,” Sbriscia said. “I’m so grateful to the Community Foundation for enabling us to respond to our students with good news. This funding tells them, your community is here for you, and we’re committed to your success.”

Daily News

GREENFIELD — The Greenfield Business Association announced the award of funding for its ‘COVID-19 Business Re-opening Outdoor Equipment Micro-Grant’ program through MassDevelopment’s Commonwealth Places: Resurgent Places grant program.

Through this program, MassDevelopment has granted the GBA an immediate $10,000, and potentially, an additional matched $5,000 to be re-granted to Greenfield businesses toward outdoor equipment needed for re-opening under COVID-19 restrictions.

MassDevelopment’s ‘Commonwealth Places’ is a competitive granting opportunity to advance locally driven placemaking in downtown and neighborhood commercial districts in eligible communities throughout Massachusetts. Placemaking is a collaborative process through which people in communities work together to improve public spaces and maximize their shared value. The aim of Commonwealth Places COVID-19 Response Round: Resurgent Places is to help community partners prepare public space and commercial districts to best serve their population during COVID-19 social distancing and the phased reopening of the economy.

The Resurgent Places funding round complements the Mass. Department of Transportation’s (MassDOT) recently announced Shared Streets & Spaces, a grant program that will provide small and large grants for municipalities to quickly launch or expand improvements to sidewalks, curbs, streets, on-street parking spaces and off-street parking lots in support of public health, safe mobility and renewed commerce in their communities. The city of Greenfield has applied and has already been working with city businesses to provide barriers to delineate new usable outside spaces near their businesses.

Greenfield’s Community and Economic Development Director MJ Adams and the GBA Coordinator Rachel Roberts have been working to bring these two grant opportunities to Greenfield to facilitate the fastest and most effective ways to help our business community safely re-open after the Covid-19 closures. The city is working toward supplying needed barriers and opening up municipal property while the GBA’s grant provides equipment assistance for businesses expanding outside.

As struggling businesses attempt to modify or expand their previous business models to support social distancing and safety in COVID-19 times, the GBA proposes to re-grant funding for procurement of equipment needed for outdoor expansion including but not limited to any combination of dining, display or point of sale furnishings, shade/weather coverings, signage, or lighting. The micro-grants will require a short application from any Greenfield business for up to $1,200. If a business not located in the downtown corridor is in need of assistance to expand outside as part of compliance to COVID-19 reopening requirements, the request will be considered as funding allows. The application can be found on the Greenfield Business Association’s webpage at https://greenfieldbusiness.org/x/12/COVID-19-Resurgent-Places-Micro-Grant.

Daily News

HOLYOKE — To assist the Commonwealth of Massachusetts and the city of Holyoke in reducing the spread of COVID-19, Holyoke Community College will serve as a “Stop the Spread” drive-through testing site offering free tests to the public.

Tests will be conducted outside HCC’s Bartley Center for Athletics and Recreation and administered by Fallon Ambulance in partnership with the Holyoke Board of Health and the Massachusetts Department of Public Health.

Testing will be available August 26 through Sept. 12, during the following hours:

Monday 7-11 a.m.

Tuesday 2-7 p.m.

Wednesday. 7-11 a.m.

Thursday 2-7 p.m.

Friday 7-11 a.m.

Saturday 7-11 a.m.

 

Testing will be conducted on a first-come, first-serve basis. There are no appointments. There is no cost for the tests and no referral is required.

Signs and HCC and Holyoke city Police officers will direct drivers from Homestead Ave down to M Lot (adjacent the Bartley Center), where in-car tests will be administered. Cars will leave M Lot, pass through N Lot, and exit onto the campus road and out onto Homestead Avenue.

Turnaround time for test results is typically four days or fewer.

For more information, please go to: www.mass.gov/info-details/stop-the-spread 

Cover Story

The Plot Thickens

Even in a normal year, Feb. 29 is an odd date to open a business.

“We really won’t have an anniversary for another four years,” Thomas Winstanley, director of Marketing at Theory Wellness, joked about his company’s third cannabis dispensary, which opened in Chicopee on that leap-year date almost six months ago.

Of course, 2020 is no normal year, and a couple weeks after opening, Theory closed its doors as part of a statewide shutdown of ‘non-essential’ businesses due to the COVID-19 pandemic.

“It’s been an interesting six months, to say the least,” Winstanley told BusinessWest. “We had a brand-new team in place, the final approvals had come through, and that team was just getting their sea legs on the retail side when the shutdown came.”

When dispensaries were eventually allowed to open, it was only for medical marijuana at first, while the vast majority of business — recreational sales — remained shut down.

And now?

“It’s dynamite,” he said. “A lot of money is coming back to the market, and our team hasn’t missed a step since coming back — and we’ve seen the team continue to grow. We’ve come back a lot stronger.”

The line that forms outside the shop each morning testifies to demand that certainly didn’t go away during the weeks when product was unavailable.

It’s a story taking shape across the state, with cannabis businesses continuing to launch and grow even as the pandemic still rages and the economy nowhere near returning to its 2019 condition. Take Holyoke, for example — a city whose leaders fully embraced the cannabis trade from the start, and where two more businesses opened in recent weeks, Canna Provisions on Dwight Street and Boston Bud Co. on Sargeant Street.

“It’s been an interesting six months, to say the least. We had a brand-new team in place, the final approvals had come through, and that team was just getting their sea legs on the retail side when the shutdown came.”

“I’m not going to lie — I was very nervous as the economy took a downturn,” said Marcos Marrero, Holyoke’s director of Planning & Economic Development, about the cannabis hub city leaders have worked to cultivate, one that now includes a handful of cultivation, production, and retail businesses, with more on the way. “Oddly enough, we haven’t seen a significant stoppage in stores’ actions at this point. I can only speculate why that is.”

One reason, quite simply, is that some sectors do better than others during recessions. Marrero compared it to when prohibition was lifted during the Great Depression, and smart entrepreneurs immediately saw the long-term (and pent-up) demand for alcohol, even during tough economic times.

Theory Wellness in Chicopee

Theory Wellness in Chicopee closed in March just a few weeks after it opened, but customer traffic has been solid this summer.

“Today, we have a very robust alcoholic-beverage industry,” he said, reflecting demand that has never subsided over the decades. “So I don’t think there’s anything remarkably special about cannabis in that regard.”

Another apt comparison is the financial crisis of 2008, when the fundamentals of the economy were coming apart — a different story than in 2020. “Now, the economy is tanking because there’s no consumption, and the labor force is contracting.”

Those investing in the cannabis sector, however, are looking beyond that; they know demand for these products is likely to remain high — no pun intended — in the long term.

“This may be as good an investment as anything,” Marrero said. “We’re still seeing investments going forward at the local level; it’s a very positive outlook, even during the pandemic.”

Creating a Pipeline

The proliferation of cannabis businesses across the region, with the promise of more to come, means jobs, and that potential isn’t lost on area colleges and universities.

First, Holyoke Community College (HCC) and the Cannabis Community Care and Research Network (C3RN) announced the creation of the Cannabis Education Center last fall, to provide education, training, and other business resources to individuals in the region who want to work in the cannabis industry.

HCC and C3RN are designated training partners through the Massachusetts Cannabis Control Commission’s (CCC) Social Equity Vendor Training program, which was designed to provide priority access, training, and technical assistance to populations and communities that, traditionally, have been negatively impacted by the drug war.

Soon after that, American International College (AIC) dipped a toe into the sector by launching a three-course certificate program called Micro-Emerging Markets: Cannabis, offering an overview of cannabis entrepreneurship, business operations, and law and ethics.

This fall, AIC is launching a master’s program in Cannabis Science and Commerce — with a one-year online program or a two-year hybrid model — that takes a deeper dive into preparing students to work in this field, said Jennifer Barry, AIC’s director of Continuing Studies and Special Projects.

She cited some striking statistics — 15% job growth in the legal cannabis industry in 2019, $404 million in legal cannabis sales in Massachusetts that same year, and 245,000 full-time-equivalent jobs created nationally by early 2020 — to explain why the program is necessary.

JENNIFER BARRY

Jennifer Barry

“We want to provide opportunities to connect students with an industry where there’s a lot of room for employment growth. The idea is to connect students with experts in the industry.”

“We want to provide opportunities to connect students with an industry where there’s a lot of room for employment growth,” Barry told BusinessWest. “The idea is to connect students with experts in the industry.”

To that end, the program will be taught collaboratively by faculty members, cannabis-industry professionals, and occasionally guest lecturers, either in person or by video.

“We’re taking the academic rigor of an AIC course normally taught by faculty members and keeping it current and relevant by pulling in industry experts,” she explained, noting that classes cover topics from law and policy to the chemistry of cannabis.

“It’s hard for people who work full-time in the cannabis industry, which is such a demanding field, to make time,” she added, but quickly noted that they recognize the need to create a pipeline of talent in the region so the sector can continue to grow and avoid a skills gap. In that way, she noted, this master’s program is a win-win — helping graduates access a solid career while helping area businesses grow.

“That’s the real benefit of our program,” Barry continued, noting that it’s the first program in the U.S. that blends business, science, and the legal aspects of the trade. “What we’ve found, speaking with cannabis professionals, is you have to understand the chemical components of the plant to be prepared to sell it, package it, speak about it intelligently in the field.

“That’s why we have a chemistry course, and one that talks about cannabis from seed to sale, how it makes it through the pipeline, giving students a broad understanding of the process. Then, through individual courses, they can dig through each individual element.”

The goal, again, is to support both opportunities for job seekers and business growth, and Marrero sees elements of both in Holyoke’s enthusiastic adoption of the cannabis sector. He said Holyoke officials don’t “game the system” with host-community agreements, trying to squeeze as much from license applicants as possible. Instead, it’s a standard template that can be approved in a day.

“The CCC does its due diligence on businesses; we regulate things like land use and how businesses are integrated into the community,” he said of the city’s approach to license approval. “For us, it’s been about how to create jobs, how to help businesses get into the cannabis industry.

“It’s about creating a cluster,” he went on. “We’ve made a concerted effort to make it smooth, to work with industries to create a cluster. What it gets us is more than the sum of its parts; it’s how many jobs are created by these companies — and we have a dozen already special-permitted.”

Those services run the gamut from plumbers and pipefitters to security, delivery services, cleaning services, lawyers, and more.

“Any new company produces opportunities for other types of other businesses, and those businesses have to employ people. It’s that economic contagion that’s also attractive,” Marrero explained — one of the few times one might hear the word ‘contagion’ these days in a positive light.

A Social Contract

Winstanley said Theory’s experience setting up shop in Chicopee went as smoothly as it could have, considering the built-in rigor of the process, especially at the state level.

“We’ve always known there were a lot of policies in place at the state level and the local level. It’s a long process,” he told BusinessWest. “But we want to make sure we get it right and operate in ways that are beneficial to the local population, and we want to make sure to set an example for what legal cannabis should look like in this day and age.”

One way Theory — which also has locations in Great Barrington and Bridgewater, and employs about 200 people in its cultivation, manufacturing, and retail divisions — does that is through the kind of social-equity program the CCC made a point of emphasizing.

It recently accepted applications from ‘economic-empowerment’ applicants as designated by the commission and will select a qualified applicant to partner with, guiding and mentoring the entrepreneur through the process of opening their doors, from financial assistance to professional services to zoning and regulatory hurdles.

That financial commitment will total up to $250,000, $100,000 of which will be offered in the form of 0% interest debt financing, with $150,000 worth of initial cannabis inventory to be offered on consignment, providing a boost of capital to help get the operation off the ground. Theory will also connect the successful applicant with professional services like banking, legal, insurance, and HR.

“This is something we felt really strongly about,” Winstanley said. “We felt it’s the future of the industry, to make sure everyone has an opportunity to get into it.”

Barry is well aware of the social-equity component as well, saying it aligns with AIC’s mission to provide access and opportunity to a diverse student population.

“Each course will have a social-equity component; students will get exposure to the business through the lens of social equity, and by the end of the program, they’ll be entrenched in how we can potentially undo some of the disproportionate harm done in the past, while creating a workforce that meets the needs of the industry.”

Because, again, the opportunities appear to be increasing.

“They’ll build a network of professionals they can use as resources as they create their careers, whether they start out working for someone else or start their own business,” she added. “They’ll know it’s not limited.”

That’s true in Holyoke right now, where the next site to open will likely be True Leaf, located near the Holyoke Dam, Marrero said. “They’re a pretty sizable operation — they would be the biggest in Holyoke by square footage, and they’re near completion of construction.”

Winstanley said Theory learned a lot from its original store, in Great Barrington, the first dispensary to open in the Berkshires. Now, competition is springing up across Western Mass., but he says the company still has plenty of room to grow.

“It’s not only the growth of our company, but the significant tax revenue that’s definitely needed,” he said. “Right now, we’re just really happy to see cannabis is back, and hopefully we can continue to contribute, and the industry will provide some much-needed life in these strange times.”

Joseph Bednar can be reached at [email protected]

Coronavirus Manufacturing Special Coverage

Making Do

Kristin Carlson

Kristin Carlson says the pandemic has actually helped business at Peerless Precision, especially when it comes to making parts for defense and law-enforcement-related products.

Mark Borsari says he hasn’t been on a plane since a vacation in early March.

By his reckoning, that’s by far the longest stretch he can remember when he hasn’t been flying somewhere, especially in his role as president of Palmer-based Sanderson MacLeod, a maker of fine wire brushes for everything from makeup kits to gun cleaning.

The six months on the ground has been a time of reflection — and even humor.

“I’m sure my wife’s probably thinking I should be on a plane more,” said Borsari with a laugh, adding that he’s not at all sure when he actually will.

But being effectively grounded from air travel is just one of the many ways COVID-19 has shaken things up for manufacturers, and, in the larger scheme of things, perhaps one of the least consequential given the way Zoom has become the preferred method for communicating with clients and employees alike.

Indeed, the pandemic has prompted everything from weeks-long shutdowns to scrambling for needed parts; from strategies for keeping employees safe to the need to manufacture different products — often PPE — to keep workers busy because demand for the products that were being produced has slowed or stopped.

Much has hinged on the word ‘essential’ — a status bestowed on many manufacturers in the 413, an area with a large number of shops making parts for aerospace, defense, or the broad healthcare sector.

Sanderson MacLeod makes products for all those fields, said Borsari, noting that, after a short but still tension-filled time of uncertainty regarding the company’s status, it was declared essential. The same with Westfield-based Peerless Precision, a company that makes, among other things, products used in the cryogenic cooling systems for thermal imaging, night vision, and infrared cameras — items that are actually in greater demand because of all the tension in the world at the moment.

Mark Borsari

Mark Borsari says being deemed ‘essential’ certainly helps, but there is too much uncertainty with this pandemic for any company to feel secure about the future.

“Any time there’s any trouble going on in the world and more money is being put into the defense budget, we benefit from that,” said Kristin Carlson, the company’s president. “We’re getting new engine parts, new fuel-injection parts … things we’ve never made before. Any time there’s unrest in our country or anywhere in the world, the Defense Department spends more money.”

But not all area manufacturers have been so fortunate. Indeed, while golf balls are important to many, they are not ‘essential’ in the eyes of the state’s governor, so the Callaway plant in Chicopee was shut down as it was heading into its busiest time of the year — the start of the golf season in the Northeast and other colder climes. And shutting down a plant that size, which was running three shifts six days a week, is a complicated undertaking, said Vince Simonds, the company’s director of Global Golf Ball Operations.

“It’s difficult to shut it down so abruptly and then wind it back up again,” he said, noting that the massive plant was shut down from March 25 until May 18, when the first phase of the state’s reopening plan went into effect. “But overall, we’ve done very well.”

Fortunately, the company has been helped by something that could not have been foreseen in those dark days of March — a surge in popularity in the game of golf resulting from the fact that it is one of the few sports people can play while also socially distancing themselves from others.

“It’s difficult to shut it down so abruptly and then wind it back up again. But overall, we’ve done very well.”

This surge now has the company running three shifts seven days a week, said Simonds, adding that Callaway is now struggling to meet global demand, especially for its lower-priced, entry-level products (more on that later).

But even for those companies that were not shut down, have not seen shrinking demand for the products they make, or been helped by the rush to take up golf, the pandemic has led to a time of challenge, uncertainty, and questions about what will, and won’t, come next. And this is a difficult climate to operate in, said Borsari, who tried to put things in perspective for BusinessWest.

“The biggest challenge is that there is no playbook for what we’re dealing with,” he explained. “This thing has come through and almost indiscriminately picked out specific companies and industries and devastated them and left others somewhat unscathed. It depends on who their market is, where they are on the supply chain, who their vendors are, who their customers are … there are so many variables.

“Normally, when you run into these challenges in business, you can at least do some research or talk to some people who have been through it before to get a gauge for what was successful,” he went on. “With this, there is none of that.”

Parts of the Whole

Flashing back to early March, Carlson noted that, at least in one respect, the company was ready for what was coming.

“We had just put in a very large order for toilet paper and other supplies from Staples,” she recalled, adding that, soon thereafter, such essentials were certainly hard to come by. “I was telling everyone that I had something like 180 single rolls of toilet paper … so if you guys can’t find any, we’ll sell it to you for cost.”

But beyond that, there was little way to anticipate, let alone prepare for, the pandemic and the many ways it was going to change the landscape for all businesses, and especially manufacturers. And for many, there was uncertainty about whether the doors would remain open as the state began to shut down businesses to help slow the spread of the virus.

Fortunately, for many, this uncertainty was short-lived.

Vince Simonds

Vince Simonds says a pandemic-related surge in the game of golf has helped take the sting out of being shut down for two months this past spring, Callaway’s busiest time for making golf balls.

“We’re the largest medical and surgical manufacturer in the country, and we also do a lot of work for government agencies and the military with gun-cleaning products,” said Borsari, adding that Sanderson MacLeod was able to get the green light from the state and the town of Palmer to remain open for business.

“Getting deemed essential was important for us,” he recalled. “One of the concerns for the people was whether they’d have a job; they were seeing all these companies shut down around them, and that was the biggest concern they had from the beginning — whether we would be allowed to stay open.”

The company has been fortunate in other ways as well, he said, noting it had undertaken catastrophic planning and redundant sourcing before the pandemic, so there were few if any supply-chain issues once COVID struck. And its supply needs are relatively simple.

“Some of these companies are putting together computers with 4,000 parts,” he explained. “We’re really working with wire fiber and attachment components; it’s not nearly a deep a supply issue as other companies had.”

Meanwhile, demand for many of the products made by the company, especially those in the gun-cleaning realm, has actually grown, again because of the growing levels of turmoil in the world.

“One of the concerns for the people was whether they’d have a job; they were seeing all these companies shut down around them.”

Carlson sounded similar tones, noting that, in many respects, the pandemic hasn’t impacted the overall bottom line; in fact, it has helped generate more business with some clients.

It didn’t look that way back in the spring, when the state’s shutdown, which most thought would last a few weeks, instead stretched to nearly two months. “At that point,” she said, “I was pretty confident that 2020 was going to be a bust.”

Instead, it’s shaping up to be better than last year — which was quite solid.

“We’re not just steady, we’re busy, and we’re getting busier,” she told BusinessWest, adding that the company had a record July, usually one of its slower months. “A lot of that’s on the defense, not aerospace, side, but also our defense aerospace has picked up a lot as well.”

But in addition to creating more work, the pandemic has also changed how work is carried out, creating a number of challenges for those managing plants, especially early on in the pandemic, when there was little guidance on how to keep workers safe — and also little hand sanitizer to be found.

“We had to get people to understand that they can’t stand shoulder to shoulder with one another — you have to maintain that six feet,” Carlson said. “I had put limits on the number of people who could be in rooms with closed doors; we’d take turns disinfecting the entire shop. In the morning, one guy does the shop floor, at lunchtime, another one does it, and at the end of the day, they do it again.”

Simonds agreed, and noted that, by strictly enforcing the rules and following the protocols, the plant has seen no cases, and no interruptions, since reopening.

“We’re sticking to the CDC protocols, and it’s worked for us,” he said. “Everyone is temperature-screened; everyone wears a mask at all times; we’re restricting meeting rooms based on square footage and number of people in the rooms; no employee gatherings beyond the number cited by the state; anyone who goes on vacation and travels outside of Massachusetts to a restricted area has to follow protocols coming back in.

“One of the challenges was just getting used to things,” he went on. “Wearing a mask, especially in the summertime, is difficult, but people have been great, and we’re all used to it now; it’s just a matter of practice.”

Round Numbers

For Simonds and his team, the state-ordered shutdown came, as noted earlier, during the busiest time of the year for the facility, which has enjoyed a resurgence over the past few years as Callaway has made huge strides in gaining market share within the golf-ball industry.

And turning everything off is, as he said, a somewhat complicated undertaking.

“For any machines that have materials in them, they have to be purged properly,” he explained. “We need to take all the raw materials that are sensitive to environmental conditions and put them in environmentally controlled areas. We need to take care of WIP — work in process — and try to process as much as possible so we don’t have time-sensitive WIP sitting on the production floor.

“It’s a matter of systematically shutting down operations so we don’t have inventory sitting in the wrong places,” he went on, adding that the process was made more complicated by the fact that no one really knew for how long the plant would be dark.

Meanwhile, on the personnel side, most all employees were furloughed — and nearly all of them came back, he went on, adding that the operation slowly wound back up, but since then, activity has sped up dramatically, with many of those employees securing large amounts of overtime.

“We’ve gone from zero to 100 as quickly as we could. Once the golf courses started opening up, the demand for product was almost unprecedented — there was so much golf being played,” Simonds said, adding that courses in most all states were open several weeks before the plant was reopened — if they had closed at all. “And the golf business has remained pretty strong; we’re chasing demand.”

The same is true at Peerless and Sanderson MacLeod, where, in addition to meeting orders, the plants are coping with new ways of communicating, meeting as teams, and planning, as much as possible, for what might come next.

And also learning and growing from the shared experience of not only coping with a pandemic and all the challenges it has brought, but in some cases thriving.

Indeed, Carlson said the past several months have brought a close workforce even closer together as they contend with the protocols, the surge in business, and a shared desire to be prepared for the worst-case scenario while hoping for something much better.

Borsari agreed, and said some of the real ‘opportunities,’ a word he’s hesitant to use in this climate, come in the broad area of relationship building when it comes to both clients and the team at Sanderson-MacLeod.

“It’s been a unique opportunity to connect with our client base in a way we haven’t done before,” he told BusinessWest. “It’s all about collaboratively figuring out the best way to keep both companies open; we’re really had a lot of good relationships become even better because we realize how dependent we are on one another.

“And as an organization, finding our way through this together has made us stronger,” he went on. “We’ve done everything we can as a company to make this a place of normalcy. Everything else around them was going crazy, and one of the key points we made in March was to do everything we can to follow the mandates and make sure our people are safe, but we also want to make sure to maintain normalcy as much as we can.”

Up Off the Floor

Looking ahead, Carlson said her company has taken what steps it can to be prepared for what might come next.

Yes, that means stocking up on toilet paper, hand sanitizer, and other pandemic-related needs that were in such short supply when the first wave hit six months ago.

“I’m ready for us to keep moving the way we’re moving,” she explained. “Even if we did walk back any of the phases of the reopening or went back into a shutdown, we’d still be open and still going at the pace we’re going, and perhaps be even busier; we’re prepared.”

But, as Borsari noted, even for manufacturers in the coveted ‘essential’ category, there is too much uncertainty to ever be comfortable, or fully prepared.

“Nothing is stable,” he said. “Just because we’re essential doesn’t mean anything’s safe or easy; so much is dependent on the attitude of the state, or the people who decide to come to work or not come into work, tariff measures, travel bans … all of these could have an impact.”

Such is life in a sector that, like most others, has seen COVID-19 change almost everything and create conditions that are anything but business as usual.

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

Coronavirus Manufacturing

Current Events

Tony Contrino

Tony Contrino says his utility’s extensive practice with preparing for weather events has certainly helped in its efforts to cope with the pandemic.

 

Tony Contrino says Westfield Gas & Electric, like all utilities, has considerable practice watching storms develop, getting ready for possible damage, and, as the old saying goes, hoping for the best but preparing for the worst.

The COVID-19 pandemic has been like that — sort of, said Contrino, general manager of Westfield G&E. It could be seen coming, and there were certainly efforts to prepare for it. But the pandemic is, in most all ways, not like weather events like Tropical Storm Isaias, which barreled through Western Mass. earlier this month, leaving sometimes days-long power outages up and down the Valley and creating huge headaches for utilities — and the customers they serve.

Indeed, those storms come and go, the damage is repaired, and life goes — until the next storm. This crisis is different, not only in its duration, but in its far-reaching effects — everything from a significant drop in electricity use (7% to 10% are the most often-given estimates), and its impact on the bottom line, to an equally sharp rise in delinquent payments, which also affects the bottom line, to changes in how work is carried out — right down to putting one person in each truck, rather than two.

But as with those weather events, area energy providers are working their way through this crisis, adapting and pivoting, as businesses in all sectors have, and encountering challenges and opportunities — again, like most all other businesses have. But, unlike many businesses, they’re providing a vital service, and thus they’re being diligent about working with, and communicating with, those they serve.

“It’s certainly a different, and very challenging, time — for us, but also for all our customers,” said Contrino. “We’ve made a real effort to communicate through all this, not only with employees but customers as well. We’re trying to keep people aware of what’s going on and what our plans are, and try to give them some assurance that we want to work with them.”

Craig Hallstrom, Eversource’s president of Regional Electric Operations for Massachusetts and Connecticut, agreed. He said the investor-owned utility has been working to keep the power on — yes, Isaias has certainly impacted those efforts — while keeping employees and customers safe.

“It’s been a very different year for us and for all utilities,” he told BusinessWest. “We have half our workforce working at home, and people have been very creative and able to adapt to their work at home. We’ve been able to work differently to do the things we need to get done. Everyone’s working differently — we’ve learned how to use videoconferencing very well — and, for the most part, we’re getting our work done.”

Craig Hallstrom

Craig Hallstrom

“It’s been a very different year for us and for all utilities.”

While making adjustments within their own operations, the utilities we spoke with said they’re working with clients, both commercial and residential, to help during this time of crisis.

Jim Lavelle, general manager of Holyoke Gas & Electric, observed that, while his utility is facing declines in revenue and sharp rises in delinquent payments — further impacting cash flow — these problems often pale in comparison to what customers are facing.

“If we were looking at our losses in isolation, we would be very alarmed, and we are concerned about the numbers,” he noted. “But when we look at the impact to the overall economy and what many of our customers are going through … we’ll figure out a way to manage and get through this.”

For this issue and our ongoing coverage of the COVID-19 crisis, BusinessWest shines a light, pun intended, on how the pandemic has impacted those in the energy business — and how they are responding.

Hitting the Switch

As he talked with BusinessWest, Contrino was just returning from a vacation — only he didn’t get as much relaxation time as he planned, or hoped. Isaias saw to that.

“I was very involved in the storm activity — I just took care of it all remotely,” he said nearly a week after the storm came through, leaving tens of thousands across the region without power for long stretches and “hitting Westfield hard,” as he put it.

That phrase is appropriate for the pandemic as well, obviously, and it applies to every community across the region. Indeed, large numbers of businesses, including some large users of electricity, such as colleges and universities and some manufacturing facilities, but mostly smaller ventures in the hospitality and service sectors, have been shut down for long stretches. And some, like the colleges, are, for the most part, still closed.

Jim Lavelle says Holyoke G&E

Jim Lavelle says Holyoke G&E was thinking about consolidating some facilities, but COVID-19 and a need to socially distance has prompted a re-evaluation of those plans.

Meanwhile, many businesses that are open are struggling and finding it difficult to pay all the bills, including the one from the utility company. And many individuals working for these businesses — or not, as the case may be — are in the same boat, with matters likely to get worse before they get any better (see related story on page 53).

All this has presented a number of challenges for utilities, who are responding, as all businesses are, with use of reserves, belt tightening, and sometimes delaying planned expenditures when possible.

While estimates on the decline in power usage vary — Lavelle also put it at roughly 10% — and the overall drop in demand has been mitigated to some degree by a very hot summer that has commanded more use of air conditioners, said Hallstrom, the bite is significant.

“Over the course of a year, a 10% reduction would mean an impact to us in the vicinity of $4 million to $5 million — and that’s a big number,” Contrino noted. “We’re cutting back, we’re not doing some of the work we would typically be doing, and we’re trying to control expenses as best we can and work our way through this.

“We anticipate that we’re going to be hit on the receivables side, and we’re planning for that,” he went on. “We’ve got funds in place to help us with that, and we’re thinking long-term — I don’t think this is going to end that quickly; I’m sure it’s going to extend into next year to some degree.”

Lavelle agreed, noting that, while Holyoke G&E is looking at a similar hit, it has been helped by some new businesses coming online, including a few involved in cannabis cultivation, which are typically large users of power.

“We’re seeing a few of those businesses start to ramp up, and that will offset some of the COVID impact,” he explained. “But the COVID impact is about 10% overall.”

And while that is, as Contrino said, a big number, it pales in comparison to what businesses across a number of sectors are facing, said Lavelle, adding that it’s important to keep things in perspective.

“We can’t compare to what some of the businesses and some of our residential customers are dealing with,” he went on. “Many of our business customers have shut down for months, and that’s been one of the frustrating things about this pandemic — seeing the customers we’ve worked with and that have worked so hard to build up their businesses go through this type of economic challenge.”

To help these businesses — and residential customers as well — Holyoke G&E, like other utilities, has been working with customers to help them through the crisis.

“Many of our business customers have shut down for months, and that’s been one of the frustrating things about this pandemic — seeing the customers we’ve worked with and that have worked so hard to build up their businesses go through this type of economic challenge.”

There is a moratorium on shutoffs for late payments — the governor put one in place for investor-owned utilities, and municipally owned operations have followed suit — and Holyoke G&E is working with individual customers to create payment plans, said Lavelle, adding that, overall, the utility has seen a 25% rise, roughly $1 million to date, in delinquent payments.

Like Contrino, Lavelle said his utility is handling the decline in revenue through reserves and some reductions in expenses, many of which are coming naturally as a result of the pandemic, such as those involving travel, training (some programs cannot be carried out remotely), and other areas.

Lines of Communication

While coping with the pandemic’s impact to their customers, and the bottom line, area utilities have, like other businesses, been forced to adjust and change how they do things.

This means everything from having some employees who can work remotely do just that, to putting one person in each service truck, instead of two; from closing offices, thereby compelling customers to pay online, to taking steps to make sure those in the pivotal control rooms are at minimal risk of exposure to the virus.

Overall, the goal, said those we spoke with, has been to keep people apart as much possible in order to keep operations moving as efficiently as possible. In fact, Holyoke G&E was thinking about consolidating some of its operations prior to the pandemic, and now, it is certainly rethinking that strategy.

“For a fairly small utility, we have several different buildings, and we had been looking at a consolidation plan,” Lavelle said. “But the distance between facilities and the number of facilities has actually helped us comply with social distancing and other recommendations associated with good COVID hygiene. So we’re revising that whole consolidation plan at present.”

Contrino said his utility’s experience in preparing for weather events like Isaias has been beneficial as it continually adjusts to life during the pandemic.

“We’ve had quite a bit of experience working through numerous storms and large-scale electric outages in the past, and have conducted various emergency-response drills over the years,” he explained. “So we were somewhat prepared to take action — although the duration of this pandemic is something we’ve never experienced before.”

Elaborating, he recalled that, as it became clear the pandemic was coming and there would be a significant impact, the Westfield G&E implemented an emergency-management plan, designated a COVID-compliance officer, and formed an incident-response team of key management personnel — a team that continues to meet regularly to discuss what’s happening and what is likely to happen in the weeks and months to come, although looking far down the road is extremely difficult.

“During this pandemic, we’re always concerned about the health and safety of our employees, our customers, and the general public,” Contrino told BusinessWest. “Although we have essential services to provide, we want to keep everyone safe; we have that balancing act going on — while we’re trying to provide our services, we’re also going to keep everyone healthy.”

Hallstrom concurred, also using the phrase ‘balancing act’ to describe how Eversource is working to keep the power flowing while keeping employees and customers safe.

He said roughly half the utility’s 8,000 employees‚ including those in finance, HR, accounting, and other business functions, have been working at home the past 20 weeks or so. Most of ‘his’ 2,800 employees, those who work to directly provide power and maintain service, have been coming to the office — in whatever shape it takes — every day.

Keeping these individuals safe has become a top priority.

“We’ve implanted many safety protocols — we promote face masks and washing hands, and instead of crews going out two per truck, we’ve had them going out one per truck,” he explained. “We’ve actually bought trucks and taken vehicles out of retirement to increase our fleet so that people can go out by themselves in a vehicle.”

Precautions also extend to service in individual homes and businesses — crews will go in only after ensuring there are no COVID-related issues at the address in question — and to the control centers, which are vital to managing the electric system.

“Day to day, we have a sufficient number of people to manage these facilities, but one of the fears from the pandemic is that if someone got sick and they passed it to fellow employees, that might quickly impact our people and make it so we couldn’t operate that system,” Hallstrom explained. “Those people are highly trained, and in the case of transmission, they’re certified, so that was a big concern.”

While some utilities had control-room personnel quarantine and stay in what amounts to a bubble, he noted, Eversource, which has several smaller control rooms, has been able to spread out its people so there are fewer individuals in a given control room, while some of these facilities were set aside as ‘sterile environments’ that employees not infected with the virus could be moved to in order to keep the system running properly.

Meanwhile, like banks, utilities have had to close their doors to their main offices, which have traditionally seen large amounts of traffic involving customers paying their bills or conducting other business. This business has now shifted online in many cases, said Lavelle, and for some customers, it’s been a big change.

“Being shut down has really impacted how we conduct business,” he explained. “We’ve had online services for some time, so a lot of it has been training customers how to pay online or sign up for a new account online; we’ve seen an uptick of more than 200% in online transactions.

“It’s been pretty seamless,” he went on. “There’s been a little bit of hand holding with some customers, but other than that, it’s gone quite well.”

Watt’s Next

Drawing one more analogy to Isaias — and all the other storms his utility has confronted over the years — Contrino said that, when it came to the pandemic, Westfield G&E prepared for the worst.

And this is the mindset that will continue as the crisis plays itself out, with certainly more questions about what’s on the horizon than answers.

“It’s been a difficult time for everybody,” he told BusinessWest. “However, we’ve put a lot of thought and effort into working through this and moving forward in a disciplined and measured manner.”

With that, he spoke for all the utilities that have been working to keep the power on — tropical storms and all — during a crisis that is testing them in every way and on every level.

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

Coronavirus

Safe at Home

By Mark Morris

Keiter Homes’ ‘project of the month’

This before-and-after view of Keiter Homes’ ‘project of the month’ is just one of many jobs keeping crews busy recently.

When COVID-19 began spreading earlier this year, it forced everyone to make adjustments. Or, as Brian Rudd put it, “The pandemic lets you know how prepared you are for change.”

Rudd, owner of Vista Home Improvement, said his company handles around 700 projects every year, and keeps everything straight by following an organized process. Once the pandemic hit, those processes had to change on the fly.

“Thanks to our staff and our company culture, we were able to adapt quickly, especially in the way we interact with our customers,” Rudd said, adding that some of the changes, such as heavier reliance on technology to interact with customers and employees, will benefit the business long after coranavirus is under control.

Amid such changes, though, several home-improvement contractors who spoke with BusinessWest tell a similar story about 2020.

Specifically, they all experienced downtime in March and April; even though they were included among ‘essential’ workers, the home-improvement business suffered a severe slowdown, as most people were not comfortable with any outsiders in their home during the early months of the pandemic.

But as more precautions have been put in place, business has returned to most companies — and, in some cases, increased over last year.

Back in December, Ger Ronan, president of Yankee Home, organized what he calls a ‘mastermind’ group of 11 home-improvement companies from all over the U.S. The point of the group is to network and share ideas about what’s working and what’s not.

“In the early days of the pandemic, members of the group came together and wanted to help in any way they could,” he said. “I got lots of ideas and strategies from companies much larger than mine, and they really helped.”

Ronan expressed a common observation as to why home renovation work has picked up. With people spending so much time at home, they are looking at faded siding, worn-out roofs, and other needed repairs. On top of that, fewer people are going away on vacation this year, opting instead to invest money in their homes.

With everyone staying put, homes are simply getting more use — and attention — than in the past.

“There’s more wear and tear on rooms in the house, especially bathrooms,” he said. “Our bathroom-renovation sales are really strong.”

Scott Keiter, president of Keiter Homes, said his company is working on a wide range of home projects. From new additions to kitchens, bathrooms, and especially outdoor living spaces, he said people want to make their houses more user-friendly in this time of increased isolation.

“We’re doing a huge deck for a client who just had a swimming pool installed,” Keiter said. “Because they are spending so much time on their property, I think people are reinvesting in their homes for their own enjoyment.”

Safety First

All three contractors follow state guidelines for COVID-19 in terms of masks, sanitizing worksites, and keeping a safe distance from clients. They also emphasized the importance of safety for their employees and clients.

“Every morning, we give all of our employees the option to not work that day if they do not feel safe,” Rudd said. “That’s become part of our daily routine, and it’s worked great.”

When working on exterior projects such as siding and roofs, Keiter said, it’s fairly easy to maintain a safe distance from the homeowner.

“It’s a little more complicated when we have to work inside the home,” he said. “A simple solution like a plastic partition wall allows us to segregate our work area from the client’s living space.”

Yankee Home uses red carpets to protect clients’ floors when working inside the home. In addition to having the carpets cleaned frequently, Ronan said, project managers from his company visit every job site to make sure all safety protocols are in place.

These contractors told BusinessWest that having people at home during renovation projects was definitely a help and not a hindrance to the job. They all pointed out how much easier it is to discuss changes to a project while the owner is on site, rather than trying to reach them at work and waiting for a reply.

Ger Ronan

Ger Ronan says people have been spending more time at home — and finding more reasons to invest in their home.

“We do a lot of customization, so it’s nice to have people there so they can tell us exactly what they want,” Ronan noted.

At a recent siding and window installation, Rudd added, the homeowner appreciated the details of the work and enjoyed seeing the job from start to finish. “We love people being home because they can see the craftsmanship and what goes into the investment they’ve made with us.”

One trend developing as a result of so many couples working from home involves ‘his and her’ home-office spaces. Keiter, who builds new homes as well as additions, said he has not worked on such projects, but expects he might get requests in the near future. Long before the work-at-home explosion, his clients have wanted home-office setups either for work or to stay in touch with distant family members online.

Scott Keiter

Scott Keiter

“We’re doing a huge deck for a client who just had a swimming pool installed. Because they are spending so much time on their property, I think people are reinvesting in their homes for their own enjoyment.”

“Whether it’s a dedicated office space, flex space, or a study, many plans call for one room in the house that’s being dedicated for computer use,” he explained, noting that the next trend in home offices will likely involve upgraded wireless infrastructure. “From parents working at home to kids trying to go to school online, and all the other laptop and iPad use, I think we will be seeing more sophisticated wireless access points in the home.”

Security Blanket

Though business is booming now, Ronan predicts that the pent-up demand caused by COVID-19 will eventually dissipate, but won’t reduce business too much.

“You know the old adage of, no matter how bad the recession might be, you’ll always get your haircut,” he said. “Well, we’re not quite up there with hairdressers, but you’re always going to take care of your home.”

Rudd said 2020 reminds him of the period right after 9/11 when people saw the home as a security blanket. Similar to that time, his clients are focused on ‘nesting’ in the safety of their home — so it’s not surprising his business is up 32% over last year.

“Anything related to the home is booming,” he noted. “Friends of mine who are landscapers are having record years, too.”

Homeowners have long been advised to make renovations to their kitchens and bathrooms because money spent on those two rooms will provide the best return on investment if the house ever goes up for sale. While kitchen and bathroom renovations remain popular, Keiter said, he’s finding that people are investing in those spaces for a different reason: quality of life.

“We’re staying at home because the virus has made the world unpredictable in so many ways,” he told BusinessWest. “With all this uncertainty, putting money into our homes seems like a pretty safe bet.”

COVID-19

A Temporary Setback

Several weeks of good news about COVID-19 infections in Massachusetts were no reason to party. In fact, parties were probably a bad idea.

Citing a proliferation of large parties as one likely factor in Massachusetts’ recent uptick in infections, Gov. Charlie Baker announced a temporary pullback of the state’s reopening efforts.

On Aug. 7, the governor not only postponed the second stage of phase 3 — affecting a range of businesses that cater to groups of people — but called for increased enforcement efforts to crack down on violations of the state’s COVID-19 regulations.

Postponing the second stage of phase 3 means theaters and performance venues still can’t hold indoor shows, and activities like laser tag, roller skating, trampolining, and obstacle courses remain on hold as well. Businesses expecting to reopen in phase 4, such as bars, overnight camps, and arcades, will obviously remain closed as well.

Baker also signed an order reducing the limit on outdoor gatherings from 100 to 50 people, while the limit on indoor gatherings remains at 25 people. Face coverings are required at gatherings where more than 10 people from different households will interact.

On Aug. 7, the governor not only postponed the second stage of phase 3 — affecting a range of businesses that cater to groups of people — but called for increased enforcement efforts to crack down on violations of the state’s COVID-19 regulations.

The local chapter of the National Federation of Independent Business called Baker’s decision to pause the state’s reopening “extremely disappointing,” adding that, “instead of delaying the opening of certain businesses, many taking every step imaginable to keep workers and customers safe, the administration should pursue the private gatherings that are causing the problems.”

The number of active COVID-19 cases in Massachusetts rose nearly 25% between July 29 and Aug. 5, and new COVID-19 infections are once again outpacing recoveries. As of last week, there have been 8,519 deaths and 112,673 cases reported by the Massachusetts Department of Public Health. The percentage of coronavirus tests coming back positive, on average, is down slightly at 1.8%.

In other guidance, Baker reiterated that restaurants may serve alcoholic beverages only for on-site consumption if accompanied by orders for food prepared on site. The administration will take measures to ensure that bars masquerading as restaurants will be closed.

The administration also announced a targeted, cross-agency team responsible for ramping up enforcement statewide and coordinating local intervention efforts at the local level in higher-risk COVID-19 communities. Those supports will include:

• Targeted interventions and inspections by a range of member agencies;

• Cease-and-desist orders for businesses and organizations in violation of the COVID-19 orders;

• Support for local and state officials in exercising their authority to fine restaurants or suspend or cancel liquor licenses when restaurants do not comply with required safety measures;

• Targeted public messaging (like road signs and PSAs) to alert residents of higher-risk COVID communities;

• Technical support to local government officials to support enhanced local COVID-19 prevention efforts, such as assistance in accessing CARES Act funding;

• Potential restrictions or shutdowns for parks, playgrounds, businesses, or other entities believed to be contributing to COVID-19 spread in higher-risk communities; and

• Additional public-health support, such as testing, tracing, and quarantining.

Additionally, previously announced free COVID-19 testing in 17 communities, including Springfield and Agawam, has been extended through Sept. 12.

Finally, a travel order, which went into effect Aug. 1, stipulates that all visitors and residents returning to Massachusetts from high-risk areas must either quarantine for 14 days or produce negative COVID-19 test results upon return into the state.

Individuals who have not received test results prior to arrival are required to quarantine until they receive a negative test result. Violators may face a $500 fine per day.

States considered lower-risk, and thus exempt from the travel order, include Connecticut, Vermont, New Hampshire, Maine, New York, New Jersey, and Hawaii. Other exemptions to the travel rules include people passing through, people who commute across state lines for work or school, and people coming to the state for medical treatment or military purposes.

Rhode Island was initially exempt from the travel order, but is now considered a higher-risk state. Still, Baker said people on either side of the border may make trips back and forth for errands or work.

— Joseph Bednar

COVID-19 Daily News

BOSTON — The Baker-Polito administration has released additional data on community-level spread of COVID-19 in order to target additional resources and implement community-specific strategies to stop the spread of the virus.

Last week, Gov. Charlie Baker announced a new set of initiatives aimed at stopping the spread of COVID-19 in Massachusetts, especially in higher-risk communities that have seen a recent uptick in cases. While Massachusetts has seen an overall decrease in COVID-19 cases and hospitalizations since May, there has been a slight uptick in certain communities in recent days.

The administration has released data on the average daily cases per 100,000 residents, average percent positivity, and positive tests for all 351 Massachusetts cities and towns over the last two weeks. Based on the average daily cases per 100,000 residents, each city or town has been designated as a higher-risk, moderate-risk, or lower-risk community. Going forward, this information will be updated and included in the Department of Public Health’s weekly public-health dashboard, which is published each Wednesday. Click here to view a map with these designations by community.

Any city or town designated higher-risk is considered to have a high level of COVID-19 infection, and will receive additional support from the Commonwealth to address the spread of the virus.

Last week, Baker also announced a targeted cross-agency COVID Enforcement and Intervention Team that will be responsible for ramping up enforcement statewide and coordinating intervention efforts at the local level in these higher-risk COVID-19 communities. Those efforts will include:

• Targeted interventions and inspections by a range of member agencies;

• Cease-and-desist orders for businesses and organizations in violation of the COVID-19 orders;

• Support for local and state officials in exercising their authority to fine restaurants or suspend or cancel liquor licenses when restaurants do not comply with required safety measures;

• Targeted public messaging (like road signs and PSAs) to alert residents of higher-risk COVID communities;

• Technical support to local government officials to support enhanced local COVID-19 prevention efforts, such as assistance in accessing CARES Act funding;

• Potential restrictions or shutdowns for parks, playgrounds, businesses, or other entities believed to be contributing to COVID-19 spread in higher-risk communities; and

• Additional public-health support, such as testing, tracing, and quarantining.

COVID-19 Daily News

BOSTON — Gov. Charlie Baker announced a new set of initiatives aimed at stopping the spread of COVID-19 in Massachusetts, especially in higher-risk communities that have seen a recent uptick in cases. While Massachusetts has seen a decrease in COVID-19 cases and hospitalizations since May, there has been a slight uptick in certain communities in recent days.

The administration announced a set of initiatives, including stricter statewide rules for public and private gatherings and targeted community guidance. The administration also announced that, starting this week, additional reporting for town-by-town data will be published weekly to show the spread of COVID-19 at a community level. Additionally, previously announced free COVID-19 testing in 17 communities has been extended through Sept. 12.

Baker also signed an updated gatherings order, effective Tuesday, Aug. 11, which will reduce the limit on outdoor gatherings from 100 to 50 people (indoor gatherings limit will remain at 25 people); apply these limits to all types of gatherings, on both public and private property; and require face coverings where more than 10 people from different households will be mixing.

Due to the recent increase in positive cases, the second step of phase 3 of the Commonwealth’s reopening plan has been postponed indefinitely.

Restaurant rules have been updated to state that alcoholic beverages may be served only for on-site consumption if accompanied by orders for food prepared on-site. The administration will be taking measures to ensure that bars masquerading as restaurants will be closed. Public-safety officials, including state and local law enforcement, have the jurisdiction to enforce these orders, and event hosts in violation of these orders will be subject to fines or cease-and-desist orders.

The administration also announced a targeted cross-agency COVID Enforcement and Intervention Team that will be responsible for ramping up enforcement statewide and coordinating local intervention efforts at the local level in higher-risk COVID-19 communities.

Communities will be designated as higher-risk COVID-19 communities based on public-health data, including but not limited to rising trends for new cases and the percentage of positive COVID-19 tests.

Coronavirus Cover Story Modern Office

The Future of Work

Michael Galat

Michael Galat, vice president of Employee Services at Big Y.

When businesses sent employees home in mid-March, many thought it would be for just a few weeks. Instead, as the pandemic lingered, weeks stretched into months, and now, even as companies are allowed to bring their teams back on site, many have not. The reason? Employers say it makes little sense to risk their people’s health if they can do their job just as well at home. But … if they can work effectively at home, why bring them back at all? That’s a conversation many companies are having as they ponder the future of the workplace in the COVID-19 era.

Big Y Foods is one of the region’s largest companies, with more than 11,000 employees throughout Massachusetts and Connecticut. It has also been an essential business throughout the pandemic, so it never shut down.

Many of its employees — those who stock shelves, prepare food, work the cashier lines, and do any number of other tasks — must do their jobs on site, in a specific location. But at Big Y’s 300-employee-strong customer-support center in Springfield, which supports those frontline workers, that wasn’t necessarily the case.

“About 80% of them started working from home once COVID-19 started gaining traction,” said Michael Galat, vice president of Employee Services at Big Y. That shift meant setting everyone up with the right equipment if they didn’t have it at home, and also putting together a best-practices guide for working remotely. “Whether people are working remotely or not, they need to have access and be available to support those locations.”

The lesson learned over four months? They did their jobs just fine. And until COVID-19 begins to subside in earnest, Big Y is taking its time bringing employees — at least the ones who don’t have to work in the stores — back to their pre-pandemic workspaces.

“We’re definitely taking our time. We’re at about 30% in the support center now,” Galat said. “Obviously this is peak vacation time, but we are slowly, and I mean slowly, reintegrating people in the support center.”

PeoplesBank is learning similar lessons about what employees can accomplish at home, said Amy Roberts, chief Human Resources officer.

“There’s always a concern, when you don’t have someone on site, because you can’t see what they’re doing. Are they working?” she said. “But we haven’t really missed a beat in terms of productivity levels. Some people like working from home — it works for them — while some people prefer working in the office, and they can’t wait to come back. But for overall productivity and meeting the needs of customers, we haven’t had any concerns.”

Roberts doesn’t see a day, post-pandemic, when the majority of bank employees are still working at home. But functioning so well over the past few months has at least gotten HR leaders talking.

“Is this something we can do on a more permanent basis? We’re still trying to figure out the right blend. But there seems to be some opportunity for flexible work options, and I think we’re going to do that in the future.”

“Is this something we can do on a more permanent basis? We’re still trying to figure out the right blend,” she told BusinessWest. “But there seems to be some opportunity for flexible work options, and I think we’re going to do that in the future.”

Patrick Leary has had those conversations, too. As a partner with MP CPAs, he understands that much of his business is face to face with clients. “But I don’t think we’ll go back to 100% on site.”

Elaborating, he explained that “the model of having everyone show up at 9 o’clock and work all day until 5, then go home, I think it’s really been proven that it doesn’t need to be that way. Yes, we need to have people available, and we can’t have somebody that decides, ‘I want to enjoy my day, so I’ll start the workday at 5 p.m. and work till 1 a.m.’ — although some of the 20-somethings might like that; me, I need to be in bed by 9.”

But while it’s true that employees need to be available to field phone calls and take appointments during core work hours, he went on, it may not be necessary to have everyone working in the same place at the same time.

“I think our ideas about what is a regular workplace have completely changed,” Leary went on, and it wasn’t sending everyone home in March that shifted those ideas; it was how long the stay-at-home trend has lasted.

Amy Roberts says PeoplesBank

Amy Roberts says PeoplesBank has to balance the benefits of working at home with the interactive employee culture it has cultivated.

“If everyone went home, and two weeks later they were back in the office, we wouldn’t be having this conversation,” he noted. “But we’ve proven in four months that people can work at home, work efficiently at home, and accept working at home.”

These three companies — a supermarket chain, a bank, and an accounting firm — all have totally different business models and customer needs, yet they’re all saying the same thing when it comes to the workplace of the future, and specifically whether remote work is here to stay: nothing is set in stone, but it’s a conversation worth having.

Shifting on the Fly

Shifting to remote appointments back in March was a smooth process, Leary said, partly because all the clients were working remotely, too.

“That part of it was not overly challenging,” he added. “And we had stress-tested our internal systems about a month earlier as good practice, just to see how we were doing. We did some modifications, so system-wide, we were in good shape. We had been using voice over internet for the phones, so when someone called at the office, it could ring at the house. So we were good there.”

The company did need to work through some quality-control issues, however, especially since the team was being physically separated during the heart of tax-preparation season.

“That, to me, was the biggest challenge,” he said. “Most people are accustomed to doing that in face-to-face settings, but we did it with everyone at home. We developed some protocols for how that would work.”

The firm created a schedule for individuals to come to the office to pick up packages, scan documents, and send them to the right people.

“The model of having everyone show up at 9 o’clock and work all day until 5, then go home, I think it’s really been proven that it doesn’t need to be that way.”

“Then there was the whole PPP thing, working with virtually all our business clients, showing them how to apply for it, and making sure they knew they rules, which were evolving almost daily,” Leary recalled. “We had a core group staying really closely involved and on top of the regulations, and we did a couple of webinars for clients.”

Then there was COVID-19 itself. “We were helping clients through their issues with business being called off — what do they do for cash flow?” he went on. “But the biggest challenge for me was that it all occurred during our busiest time.”

Banking customers were dealing with some of the same issues, as well as their usual needs, and PeoplesBank leaders were quick to make sure employees were set up to work at home.

“In a matter of two weeks, we assigned something like 150 Chromebooks and issued VPN access to all office items,” Roberts said, noting that about 170 people who work in the office were sent home to work. Some, who could not get the access they needed for whatever reason, were paid until the issues were resolved, and they began working from home as well.

These days, the main office is about 25% occupied, with most still working totally from home and others coming into the office one or two days a week. Like Leary, Roberts said discussions have already taken place regarding what the past four months mean for the future of remote work.

“There are definitely limitations, if we’re going to pursue it is a work type,” she said. “We’re going to need technology that ensures full access and takes care of the little things you experience when you’re at home instead of the office, like system slowdowns and delays.”

In short, if PeoplesBank is going to expand remote work in perpetuity — and not just because a pandemic has forced much of the work world home — it needs to the same experience from a work standpoint. “We’ve highlighted things that can be better. But for the most part, it’s been pretty seamless.”

Leary said the current situation has opened his eyes to internet infrastructure needs in the community, especially in places like the hilltowns, which can run into slow speeds and spotty cell service. “If this becomes the new norm, we can’t have someone working in their house who can’t connect to the outside world efficiently.”

Remote Learning

For a company like Big Y — which, between its supermarkets, convenience stores, and gas stations, is a 24/7 operation — flexible work options on the customer-support side make sense, Galat said.

“We’re able to give flexibility to that employee who may have childcare issues, or is caring for an elderly parent, and it allows us to support our stores while minimizing the amount of people who come in here,” he said, which remains an issue with the pandemic still a threat. “So having flexibility of schedule helps their personal lives and also our workplace.”

Patrick Leary

Patrick Leary says a shift to more permanent work-at-home options will require an investment in technology.

Claire D’Amour-Daley, the chain’s vice president of Corporate Communications, agreed. “Some have even felt more productive at home than here. It will certainly be part of the workplace of the future.”

She was especially impressed that the company was able to shift how it did business — not just moving some employees home, but taking steps to protect the ones in the stores — essentially on the fly.

“We’re used to working quickly, but not that quickly,” she said. “The stores were slammed the first few weeks, and this added yet another element of urgency. But we never stopped; we quickly pivoted to serve our stores and our customers in an unprecedented manner.”

“We made it work, and we needed to,” Galat added. “We needed to stay connected more than ever during this time.”

That said, “there are more discussions to be had,” he continued. “Absolutely, some lessons were learned — we’re able to support our locations — but when you look at the company-culture part of it, you lose that social aspect.”

To counter that, remote employees have been conferencing over Zoom three or four times a week, in some departments every day. Meanwhile, they’ve been issued guidance for working efficiently at home, from creating a comfortable, ergonomically correct work area to setting aside time for mind-clearing breaks.

“Eighty to 85% of the feedback has been positive,” Galat said. “People have been able to get their products done. Some have missed the social element, but for others, there’s value in the time saved not commuting in traffic.”

PeoplesBank has long promoted an interactive, employee-centric culture, and that has to be considered when pondering the future of the workplace.

“We rely on that interaction and engagement you get by being in the office together as a group,” Roberts said.

“Making sure we can continue that interactive part of our culture is something I’m really focused on right now. That’s a tricky one. If you have a completely remote workforce, you lose some of those engagement opportunities, and you have to shift some of the ways you engage. We’re not going to let that stop us from pursuing flexibility, but we have to consider the great culture that we have.”

Home or Away?

While employee culture and technology requirements are certainly legitimate topics of discussion, none of the professionals who spoke with BusinessWest expressed much concern about employee accountability and efficiency — “our concerns about people not doing their work dissipated pretty quickly,” D’Amour-Daley said — meaning remote workers may indeed have a broader role in the future.

“It’s been interesting to say the least,” Leary said. “I’ve fallen into a pretty good routine from day one. I’ve tried to make it a regular day: shower, get dressed — not in a suit, but not pajamas — and sit down at my computer. It makes for a more normal routine than saying, ‘I’ll get to work when I get to it.’ And I think most people would feel the same.”

Expanded use of remote work would also open up opportunities for both companies and employees, especially those who want to live in, say, Boston or New York City, he noted. Those individuals could expand their job-search horizons, while Western Mass. could become a more attractive place for businesses to set down roots, taking advantage of the region’s relatively low lease rates while hiring from afar.

All these opportunities can only open up if remote work proves a viable option. And companies of all types are starting to think it is.

“I haven’t had a single client call and say, ‘hey, I was talking to Sally, and I heard a dog barking in the background; it was really distracting,’” Leary said. “I actually think the idea of working from home is good for people. In that time they’d be commuting, maybe they’re exercising or spending more time with their family.

“People do miss the social interaction,” he was quick to add. “Maybe they live alone, or it’s just them and their significant other in the office.”

But the employees of MP CPAs who are back in the office — about half the team — are there by choice, he said, with others choosing to remain at home.

Because it works. And employers like things that work. So, in this era of Zoom and home offices and (sometimes) pajamas, they’re paying attention.

Joseph Bednar can be reached at [email protected]

Coronavirus Special Coverage

Step Inside

Jade Jump and Nate Clifford

Jade Jump and Nate Clifford, owners of Cornucopia in Northampton.

For Dave DiRico, the forced shutdown of retail outlets across the Commonwealth in March could not have been more ill-timed.

After all, late March is when many golfers, a good number of them armed with gift certificates from the holidays, start filing into his store in West Springfield, DiRico’s Golf & Racquet, and reload for the coming season. They come in looking for new clubs, balls, bags, shoes, and other accessories.

And they keep coming in through the spring, said DiRico, noting that, aside from the holidays, March, April, and May are by far his busiest months.

But not this year, obviously, as he was closed completely until early May and then open for curbside sales only — something this business isn’t really suited for — for several weeks.

But when he did reopen … well, the surge in business might not make up for everything that was lost during the shutdown, but it has been significant and in many ways surprising. Indeed, in addition to what could be called pent-up demand — people who needed to reload and had to wait until he was open to do so — the pandemic has actually created a mini-explosion of interest in golf, because it’s one of the few sports that can still be played under the current restrictions and advisories on social distancing.

“Things took off … it’s been crazy,” DiRico told BusinessWest. “One of the few outdoor activities you can have right now is golf; we have kids who were supposed to do internships and can’t, and they’ve taken up golf. We have kids who played baseball and summer sports and couldn’t play those, so they’ve taken up golf. We have spouses who’ve never played the game who have taken up golf.

“Couple that with our regular business,” he went on, “and June and July have taken off like a rocket ship.”

Nate Clifford has also navigated the ups and downs of shutting down and reopening at Cornucopia, the natural-foods store he and his wife, Jade Jump, own at Thornes Marketplace in downtown Northampton. They were among many shop owners who had to shift their business model on the fly to survive the past few difficult months.

“Shoppers are saying, ‘I just wanted to shop with somebody locally.’ We’re hearing a lot of that. I think that’s awesome.”

In fact, March 15, the day they and all the other Thornes stores shut down, was the couple’s one-year anniversary of buying the 40-year-old establishment. Though sales of food and wellness products may have made Cornucopia an essential business in the state’s eyes, Thornes made a decision to shutter the whole complex, and that meant Cornucopia, too.

“We understood, but we made an impassioned plea to the landlord to give us some access for pickup and delivery, with the goal of helping people, especially the older population around here who need us,” Clifford said. One day later, on March 16, they were back in business with that new model.

“We put a simple order form up on the website and told people, ‘you shop here; you know what’s here — what’s your wish list, and we’ll get the best possible order for you.’ We delivered, or you could pick it up and we’d run it out to you, put it in your trunk or in the passenger window, whatever you were comfortable with. We did that for three months, and we were overwhelmed with the support we got.”

That support was certainly reflected on June 15, the first day shoppers were allowed back in the store itself. “We had such a rush of people, I had to step into the back room to shed a few tears,” Clifford said. “I thought, ‘we’re going to be OK.’”

Unfortunately, not all retailers can say the same thing. They’ve seen some pent-up demand, to be sure, but 2020 is turning into a very challenging year as many shoppers are staying home, cutting back on their spending (or both), and doing most of their buying online.

Still, retailers are happy to be open again, even if the long-term outlook is mixed, and consumer confidence remains uncertain.

One Step at a Time

Sharon Cohen, who has owned Footbeats for Women at Thornes for the past four years, noted that, without college students and tourists from out of town, business is slower than is typical for this time of year, but customers are returning steadily. She’s happy to see them, especially after instituting the safety measures mandated by the state — and by common sense.

“We’ve revamped the way the store is laid out to promote social distancing,” Cohen said. “Shoppers are saying, ‘I just wanted to shop with somebody locally.’ We’re hearing a lot of that. I think that’s awesome.”

After Thornes was shut down in mid-March, Cohen launched a website so customers could still purchase her shoes, and, like Clifford, she delivered to peoples’ homes. Every Friday afternoon, she used Facebook Live to talk about shoes in stock and offer commentary on trends and new styles.

“I’d pick them off the displays on the wall and talk about them. Customers would text and ask questions about cost or size,” she said, noting that she will likely continue that practice. “We tried new, inventive ways to meet the customers.”

In the store, she tries to strike a balance between customer needs and safety; for example, when customers try on a pair of shoes, if they are leather and cannot be sanitized, the shoes are put in quarantine for 24 hours, as per Centers for Disease Control and Prevention (CDC) guidelines.

Dave DiRico

Dave DiRico says a mini-explosion in the popularity of golf has helped offset some of the huge losses incurred when his shop was shut down by the pandemic during the spring.

Thornes management has instituted many new protocols and equipment, including iWave ionizing air filters that heighten air quality, foggers that sanitize the building nightly, and door monitors at each of the two open entrances to ensure that people entering wear masks and sanitize their hands. The complex also installed hands-free door openers on bathroom doors.

“Thornes has done a lot to prepare for our opening, and we continue to stay educated and follow safety protocols,” said Richard Madowitz, the marketplace’s co-president. “We are receiving consistent positive feedback from shoppers on the cleanliness of the building and their comfort. We are providing a safe environment.”

All shared tables and chairs on the building’s second and third floors have been removed, and directional arrows on the floors separate traffic and promote social distancing.

“Signage is everywhere,” Madowitz stressed. “Each store is managing its state-mandated capacity count, and Thornes itself is managing the state-mandated capacity counts for its common spaces without shops.”

“I make sure people who come into the store feel safe. I’m doing what I feel is right by my customers and staff. That’s my focus.”

Mask compliance is high, at 99%, he noted, adding that “masks are not required for those with medical conditions that prevent them from wearing one.”

Despite what he calls a “vocal minority” making waves nationally about mask wearing, Clifford said his customers have been respectful of the mandate.

“We’re dealing with people who have health issues, and I’d say the average customer spending big amounts is over 50, getting supplements, taking to our expert staff. We want them to feel safe,” he told BusinessWest. “For those folks who don’t want to wear masks, even for legitimate reasons, we still have pickup and curbside. But I make sure people who come into the store feel safe. I’m doing what I feel is right by my customers and staff. That’s my focus.”

Visitors to Holyoke Mall are greeted with a similarly wide range of mandates, from face coverings and six-foot distancing to directional arrows and guidance to wash hands, use sanitizer, and avoid touching products unless purchasing them, said Lisa Wray, the mall’s director of Marketing.

In return, the mall has enhanced its cleaning and sanitizing of the common areas and numerous touch points, restrooms, seating areas, and food court, and the cleaning team is utilizing new electrostatic sprayers, leveraging the same technology used to clean hospital rooms, using an approved disinfectant recommended by the CDC. In addition, Holyoke Mall employees, security, housekeeping staff, and contractors undergo daily health screenings.

Sharon Cohen

Sharon Cohen says she used online outreach and a sales website to stay afloat during the shutdown.

All those steps were necessary, Wray said, to not only bring customers back, but make them feel safe upon return.

“Having our tenants close with thousands of employees and their livelihoods impacted is certainly difficult; however, the safety and well-being of our guests, employees, and tenants is of primary importance,” she told BusinessWest.

“We have been seeing guests steadily return to the shopping center, and even with reduced occupancy, tenants have been seeing strong sales,” she added. “With the back-to-school season upon us and the sales-tax holiday weekend at the end of August, we’re hopeful the months ahead will continue to trend positively. We’re cautiously optimistic that the fourth quarter will continue to ramp upward, as guests adapt to this new way to shop.”

Warning Signs

That optimistic view isn’t shared by the entire retail industry. Just last week, two businesses at the Shops at Marketplace in downtown Springfield — Serendipity and Alchemy Nail Bar — announced they were closing, unable to stay afloat after the forced pandemic closure and an inability to procure business aid from either the federal Paycheck Protection Program or the city’s Prime the Pump grants.

Meanwhile, on a national level, Tailored Brands, which owns suit sellers Men’s Wearhouse and Jos. A. Bank, is closing hundreds of stores and drastically reducing its corporate workforce as the pandemic continues to decimate the retail industry.

GlobalData Retail recently noted that year-over-year sales of men’s formal clothing fell by 74% between April and June, and not just because stores were closed. “While this deterioration will ease over time, demand will remain suppressed for the rest of 2020 and well into 2021 as office working, business meetings, and socializing are all reduced.”

Fortunately for DiRico, the pandemic has done the opposite in the golf sector, creating some opportunities in the form of new players who need equipment — with many of them using stimulus checks to buy it. But there are challenges as well, starting with shortages of stock caused by closure of factories and then restrictions on capacity.

“Our biggest problem right now is getting equipment,” he explained. “That’s because most of our manufacturers are based in California, where only 40% of the factory is open, which means they can only produce ‘X’ amount of clubs for the world; it’s slow in getting equipment.”

Other challenges include the many the new rules and protocols regarding social distancing and sanitizing, he went on. Still, for the customer, things are pretty much business as usual, meaning they can still try on shoes or gloves and take a few practice swings with a driver in the simulator.

‘Normal’ is not a word that comes to mind when describing operations or this year in general, but overall, the surge the game has seen will certainly help make 2020 less forgettable, DiRico went on, and it offers considerable hope for the future — if those who have taken up this difficult, expensive, and time-consuming game can find a way to stay with it.

“For the past 15 years or so, golf has been on the decline,” he said, listing cost and time among the big reasons. “Now, some of the pros I’ve talked with say they’re booked solid; they have tee times from 6:30 to 4. And membership at the country clubs is up. If these clubs can retain just 15% of these new golfers, they’ll be in good shape.”

For Cornucopia, the pandemic offered an opportunity to build an online, pickup, and delivery presence it might not have otherwise, Clifford said — one it will continue to maintain, opening up new business avenues.

“We were thrilled to be able to pivot to that quickly. That’s one thing Jade and I do well, being flexible and doing whatever we need to survive. We’re resilient, and now that we have a strong foundation, if we were ever to experience another shutdown, we’ll be able to continue the cash flow.”

These days, sales volume isn’t what it was on reopening day on June 15, and won’t be until colleges are back in session. “That’s when you normally see more foot traffic; July is not a busy retail time,” Clifford noted, adding that a weakened tourism season isn’t helping, as even visitors to the Berkshires often make their way to downtown Northampton for an afternoon. “That’s not happening right now.”

But he’s cheered that all the Thornes businesses are open seven days a week. “That has caused a lot more consistency in the shopping experience, when the stores are open and welcoming people and wanting them to come in and physically shop.”

And hoping that extended shutdown is a thing of the past.

Joseph Bednar can be reached at [email protected]

Accounting and Tax Planning Special Coverage

By All Accounts

By Jim Moran CPA, MST

Jim Moran CPA, MST

Jim Moran CPA, MST

The Coronavirus Aid, Relief, and Economic Security (CARES) Act has provided taxpayers affected by COVID-19 with some relief in the area of retirement-plan distributions and loans.

A coronavirus-related distribution is allowed by a qualified individual from an eligible retirement plan made from Jan. 1, 2020 to December 31, 2020, up to an aggregate amount of $100,000. A qualified individual must meet one of these criteria:

• Diagnosed with the virus SARS-CoV-2 or with the coronavirus disease 2019 (COVID-19) by a test approved by the Centers of Disease Control and Prevention (CDC);

• Spouse or dependent is diagnosed with SARS-CoV-2 or COVID-19 by a test approved by the CDC;

• Experienced adverse financial consequences as a result of being quarantined, furloughed, laid off, having work hours reduced, or being unable to work due to lack of childcare due to SARS-CoV-2 or COVID-19; or

• Experienced adverse financial consequences as a result of closing or reducing hours of a business that is owned or operated by the individual due to the SARS-CoV-2 or COVID-19.

An ‘eligible retirement plan’ is defined as the type of plan that is eligible to accept tax-free rollovers. It includes 401(k) plans, 403(b) plans, governmental 457 plans, and IRAs (including SEP-IRAs and SIMPLE-IRAs). It does not include non-governmental 457(b) plans. The $100,000 withdrawal limit applies in aggregate to all plans maintained by the taxpayers.

For individuals who are under age 59½, the act waives the 10% early-withdrawal penalty tax. Although the 10% penalty will be waived, any potential income taxes associated with the retirement plan or IRA withdrawal will still be assessed. The act also suspends the 20% tax-withholding requirements that may apply to an early distribution from a 401(k) or other workplace retirement plan.

“Your tax liability owed to the IRS at the end of the year may be higher than expected if you choose not to withhold the suggested 20%.”

Just keep in mind, your tax liability owed to the IRS at the end of the year may be higher than expected if you choose not to withhold the suggested 20%.

When it comes to paying the resulting tax liability incurred due to the coronavirus-related distributions, the CARES Act allows you a couple of options: spread the taxes owed over three years, or pay the taxes owed on your 2020 tax return if your income (and, thus, your tax rate) is much lower in that year.

Taxpayers may also repay the coronavirus-related distributions to an eligible retirement plan as long as the repayment is done within three years after the date the distribution was received. If the taxpayer does repay the coronavirus-related distribution in the three-year time period, it will be treated as a direct trustee-to-trustee transfer so there will be no federal tax on the distribution. This may mean an amended return will have to be filed to claim a refund attributable to the tax that was paid on the distribution amount that was included in income for those tax years.

Retirement-plan Loans

Loans from eligible retirement plans up to $100,000 to a qualified individual are available for any loans taken out during the six-month period from March 27, 2020 to Sept. 23, 2020. This is up from the previously allowed amount of $50,000.

Participants must repay standard retirement-account loans within five years. The CARES Act allows borrowers to forgo repayment during 2020. The five-year repayment clock begins in 2021. The loan will, however, continue to accrue interest during 2020.

If you have an existing loan outstanding from a qualified individual plan on or after March 27, 2020, and any repayment on the loan is due from March 27, 2020 to Dec. 31, 2020, the due date for any loan repayments are delayed for up to one year.

Employers may amend their plans for the above hardship provisions to apply no later than the last day of the plan year that begins on or after Jan. 1, 2022 (Dec. 31, 2022 for a calendar-year-end plan). An additional two-year window is allowed for governmental plans; however, IRS Notice 2020-51 clarifies that employers can choose whether to implement these coronavirus-related distribution and loan rules, and notes that qualified individuals can claim the tax benefits of coronavirus-related distribution rules even if plan provisions are not yet amended.

Administrators can rely on an individual’s certification that the individual is a qualified individual (and provides a sample certification), but also notes that an individual must actually be a qualified individual in order to obtain favorable tax treatment. IRS Notice 2020-50 provides employers a safe-harbor procedure for implementing the suspension of loan repayments otherwise due through the end of 2020, but notes there may be other reasonable ways to administer these rules.

Please note that the loan provisions apply only to qualified plans such as 401(k), 403(b), and governmental 457 plans; loans may not be taken from IRAs.

Each retirement plan’s rules and requirements supersede the CARES Act. In addition, it is important to remember that not all retirement-plan sponsors allow loans. Before taking out any loan, it is important to check that your employer’s plan adopts these provisions.

Suspension of RMDs

The CARES Act has suspended required minimum distributions (RMDs) for 2020. Individuals over age 70½ (for those born prior to July 1, 1949) or 72 (for those born after July 1, 1949) were required to take a minimum distribution from their tax-deferred retirement accounts.

Most non-spousal heirs who inherited tax-deferred accounts were also required to take an annual RMD. Under the CARES Act, RMDs from qualified employer retirement plans such as 401(k), 403(b), and 457 plans, will be waived. Even those individuals not affected by the coronavirus can waive the RMDs.

For individuals who have already taken their 2020 RMD, the CARES Act allows you to put it back into your retirement account. IRS Notice 2020-51 qualifies the distribution as an eligible rollover distribution if repaid in full by Aug. 31, 2020.

Jim Moran is a tax manager at Melanson, advising clients on individual and corporate tax matters; [email protected]

Special Coverage Technology

Taking the Long View

The idea of doctors and patients communicating across a distance, via a video connection, is not a new one, Carl Cameron notes. But COVID-19 “opened the floodgates” to making it a reality for millions.

“The barriers that have always been there for telemedicine are, one, you had to be able to see the patient, and two, the reimbursement around it. But with COVID, all that got waived,” said Cameron, chief operating officer at Holyoke Medical Center (HMC). “And the governor came out and said, ‘look, for televisits and the phone, video, however you can get the visit done, and we expect the payers to pay for it like it’s an in-person visit.’”

So health organizations started doing just that. “We started with basic things like getting some iPads, getting some physician PCs set up, and then it was, ‘OK, what are we going to use for an application?’” Cameron said, noting that they started with a mixture of FaceTime, Google Meet, and a product known as Doximity.

“A lot of doctors are familiar with that; it meets all the security requirements of HIPAA in terms of being a secure channel,” he explained. “You basically send a link to the patient, and they just click it, and it creates the connection with the doc. It even uses a virtual telephone number for the doc, so it doesn’t have to be their actual cell phone. It’s a very easy process.”

Among the physicians pleased with the expansion of telehealth is Dr. Kartik Viswanathan of Holyoke Internal Medicine.

“Before the pandemic happened, we were seeing close to zero televisits. During the pandemic, we started doing televisits to reduce the number of people coming in. Infection was rampant, and at that time, we didn’t want people in the waiting rooms, and when seeing patients, we needed to be completely in PPE and masks.”

“The barriers that have always been there for telemedicine are, one, you had to be able to see the patient, and two, the reimbursement around it. But with COVID, all that got waived.”

So government did the right thing, he added, freeing up telehealth to be billed like a regular office visit. “Remarkably, it was very popular with patients. They loved it,” he said, noting that patients appreciated not having to drive to the office, and if a doctor was running late, it was OK, since they were at home. “They weren’t upset if they were 15 or 20 minutes behind.”

Cameron agreed. “We were using it wherever possible and where the government would allow us to get paid for it. Obviously, with COVID, nobody wanted to leave their house — as a country, we didn’t have a good understanding of how the disease spread; everyone was saying shelter in place, so people didn’t really want to go out.

As a result, practices saw significant dips in volume, he went on. “But as we put the telemedicine in place, I was eventually able to bring us up to just below pre-COVID numbers for office visits. We still had some patients, depending on the acuity, who needed to be seen in the office or the ER, but we were doing 75% to 80% of our visits via telemedicine.”

Viswanathan said having the distance alternative reduced anxiety in patients during a generally anxious time. “They were happy to see us. Even with COVID testing, people had so many questions, and just the fact they could speak with us, communicate with us, really relieved a lot of the anxiety for them.”

Carl Cameron

Carl Cameron says the technology needed for effective telehealth exists, and so does patient demand.

And now, with medical practices largely back open, albeit under strict safety protocols? “Televisits are here to stay,” he told BusinessWest. “As a provider, I find it convenient, and the patient finds it convenient. I think it will still be 20% to 30% of daily visits even after the pandemic is over.”

Pros and Cons

Viswanathan conceded that televisits aren’t the same as in-person visits, in a number of key ways.

“The challenges come when we don’t know the patients from before — when it’s a new patient we’ve never seen before. There’s a little discomfort level that I haven’t seen him. But for established patients and managing chronic illnesses, it’s just great,” he said.

“It can’t replace all office visits because we really need to see some patients — there are subtle signs we tend to miss if we’re seeing only through a camera. There are procedures we can’t do on a television. If they have a rash, that is not well-examined on television. Those are some challenges.”

Medical organizations have brought up technology access gaps as well, particularly among certain demographic groups. Health Affairs, an online publication of Project HOPE, recently reported that more than one in three U.S. households headed by a person age 65 or older do not have a desktop or a laptop, and more than half do not have a smartphone. While family members or caregivers can help, one in five Americans older than age 50 suffer from social isolation.

Access to technology is also a barrier in other ages and minority groups. Children in low-income households are much less likely to have a computer at home than their wealthier classmates. More than 30% of Hispanic or black children do not have a computer at home, as compared to 14% of white children.

“We evolved from doing it very quickly and responding to the pandemic — how do we keep our patients safe and get them the best care possible? — to asking, what does this look like going forward?”

Even on the provider side, organizations have work to do to fit telehealth seamlessly into traditional practices, Cameron said.

“We need to continue to beef up the infrastructure so that it allows for effective management of both televisits and in-person visits, so that the physician can be flexible,” he explained. “They can take a laptop, go into a room, do a normal visit with a person, do their documentation, and then, for televisits, go slide it into a docking station where they have two monitors up; they’ve got the documentation and can see the patient at the same time, right in front of them.”

Like other trends that evolved on the fly during the pandemic, like remote work (see story on page 22), telehealth may have served its purpose well during these chaotic months, but to make it a permanent fixture will require planning.

“We evolved from doing it very quickly and responding to the pandemic — how do we keep our patients safe and get them the best care possible? — to asking, what does this look like going forward? With the efficiency and effectiveness I saw with our practices, this is absolutely a tool we can continue to develop.”

One of the evolutions in Cameron’s organization may be a move toward expanding the use of Doximity, perhaps in conjunction with the Meditech web portal, where parients can schedule a telehealth visit on the latter, and the link is sent via Doximity.

“It’s not like the technology isn’t there, and it’s going to continue to evolve and move forward,” he went on. “But what’s made it a reality is now, you can get paid for it, and there’s some funding out there to beef up the infrastructure.”

Peace of Mind

While primary care and certain specialties are making strong use of telemedicine, behavioral health has been a particularly fertile field. The Mental Health Assoc. (MHA) began using its own platform, called TeleWell, through its BestLife Emotional Health and Wellness Center in January, just before COVID-19 arrived in the U.S.

Through TeleWell, clients could connect remotely with a clinician, recovery coach, or prescriber for varying times and frequencies.

“The response from the community has been positive, with many individuals requesting the ability to continue receiving services utilizing TeleWell in the future,” said Sara Kendall, vice president of Clinical Operations.

“The flexibility of MHA’s TeleWell best matches the ability of individuals to receive services, while also in a location of their choice, in which they are comfortable,” she added, noting that client feedback suggests a growing role for this model in the future. “The adaptive world of today has been a benefit to the critical to needs of tomorrow.”

MHA recently announced $13,333 in grant funding provided by Baystate Noble Hospital to advance Well Aware, an information and education initiative that aims to raise awareness of the availability of telehealth services to help people dealing with the challenges of opioid and substance use disorders in the Greater Westfield area.

“The ability to connect via TeleWell can be of critical importance for people who cannot partake of services in person due to the COVID-19 crisis, a lack of transportation, or concern about the stigma often associated with seeking help,” said Kimberley Lee, vice president of Resource Development and Branding for MHA, adding that TeleWell can be an important bridge to enable people to receive the care they need from the safety of their own homes, and that, for people with opioid and substance-use disorders who either wish to enter into recovery or are already in recovery, being able to keep regular appointments with a counselor is critical for them to achieve success in staying sober.

“This is especially important during the unprecedented COVID-19 pandemic, which has upended our society and created a new normal of social distancing,” said Ron Bryant, president of Baystate Noble Hospital. “This practice has resulted in large numbers of people who feel isolated from their families, their circle of friends, and their normal life’s routine. This in turn can result in anxiety, depression, loneliness, and an overwhelming sense of fear and uncertainty, all of which can be addressed through behavioral-health services.”

It’s not just behavioral-health professionals saying telehealth offers an easier and less anxiety-ridden experience, one that makes it more likely patients will keep their appointments. Cameron reports the same trend at Holyoke Medical Center’s practices.

“One thing we found was our no-show rates dropped dramatically,” he said. “It’s pretty easy for the patient. They’re notified at home, and all they have to do is connect. They don’t have to go anywhere.”

As offices reopened to the public, he continued, “we’re probably a mix now of 60% in office, 40% telemedicine. So it’s shifted a little bit, but our goal is to continue to push it as a tool for the providers because, in certain cases, it’s more efficient and effective. It’s actually quicker for the patient and provider.”

Cameron doesn’t expect demand to be an issue, especially as more patients try out a remote visit, he said, noting that a couple of family members recently scheduled televisits and were surprised how easy and effective a visit could be without having to go to the office.

“There’s a push by the state and the feds to keep this in place as a tool to connect with patients. There’s been a push to extend it, make it permanent as a way to get paid, and at the full rate of an office visit. There are definitely enough patients out there who want this.”

Generation Gap

Viswanathan agrees that patients have adapted to the technology. Even older patients, who might not be comfortable with technology, have responded positively when a family member or visiting nurse has shown them how to access it. “When they see the benefits and ease of using it, their acceptance just shoots up.”

Most physicians like having the option as well, Cameron said, noting its potential in on-call situations, when a doctor can send a patient a link and get connected quickly.

“It’s a great tool that gives us much more flexibility. So I don’t see this going away,” he told BusinessWest.

As COVID-19 cases subside, some practices are going back to seeing most patients in person, he noted, but HMC continues to reinforce the use of telehealth. “This is a tool we want to use for the right visits. We want to make sure we give the option to patients. And, as we beef up the technology around it, docs like it.”

One reason, Viswanathan said, is it opens up a practice’s business to patients who may live farther away than they’d like to drive on a regular basis. He also foresees a day when community centers are equipped with telehealth ‘booths’ where patients can transmit their information and be connected to a doctor.

“It will never replace a visit,” he added, “but I think there’s going to be so much innovation around this.”

Part of Cameron’s job will be to continue to educate providers on how telehealth can be an effective tool.

“We still have older docs not accustomed to using all the technology. Back in ’07, EMR was a challenge. Now we’re asking them to do person-to-person visits via telephone or video,” he said. “So I think we’re still early in the process, but I’ve seen tremendous benefit to this that I don’t think is going to go away. And our plan here is to continue to educate, build the technology around it, and make it easier and more efficient for our providers and the whole system.” u

Joseph Bednar can be reached at [email protected]

Community Spotlight

Community Spotlight

Mayor John Vieau

Mayor John Vieau says COVID-19 has put a damper on many of his plans for Chicopee, but he remains optimistic about the city and its future.

John Vieau wasn’t exactly planning on running for mayor last summer.

That’s because he was reasonably sure that incumbent and two-time Mayor Richard Kos would be seeking another two-year term — and Kos eventually did take out papers for re-election. And when Kos ultimately decided in February 2019 to return to his law practice instead of the corner office, Vieau, a Willimansett native and long-time alderman from Ward 3, didn’t exactly jump into the race.

Indeed, he had to think long and hard about this decision, especially the prospect of leaving a well-paying job with the Commonwealth — specifically, the Massachusetts Department of Transportation (MassDOT) — and take a pay cut to serve as mayor.

“I’m not a gambler,” said Vieau with a laugh, adding that he ultimately decided to run for mayor — and prevail over a crowded field — but take a leave of absence from his job with MassDOT so he can ultimately return when he’s finished with City Hall.

That careful due diligence notwithstanding, being mayor has been a long-time goal, if not a dream job, for Vieau, who said he fully understood everything that came with the territory … except maybe a global pandemic.

COVID-19 has changed virtually every aspect of municipal management — from greeting guests at City Hall (elbow bumps instead of handshakes) to making a budget — and made just about every facet of economic development, from maintaining the momentum that was building downtown to beginning the next stage in the life of the massive Cabotville Industrial Park, that much more difficult.

“It’s put a lot of things on pause,” said Vieau, who put the accent on ‘lot,’ noting that the pandemic has impacted municipalities as hard as it has hit specific economic sectors and individual businesses. It has affected how city business is conducted, sharply reduced revenues, and, as noted, put a number of projects on ice.

“We put guidelines in place that were more strict than what the governor rolled out initially with regard to stores. And other states, and businesses like Walmart, were adopting our rules, our guidance, and our procedures. We acted swiftly, and we saved lives.”

“All the ideas and things that were happening are sitting on the back burner as we combat this time of uncertainty and crisis,” he said while summing things up succinctly, before amending to say ‘most all’ the ideas and projects.

Indeed, there are some things happening, from a new Florence Bank branch at the site of the old Hu Ke Lau on Memorial Avenue to a new restaurant, Jaad, located downtown. But, as he said, the pandemic has certainly slowed the pace of progress at a time when he thought the downtown, and the city as a whole, were seeing a renaissance of sorts.

But Vieau, while not exactly welcoming the challenge of COVID-19, is embracing it to some extent and looking upon it as a stern test of his management and leadership capabilities — a trial by extreme fire, if you will.

He noted that he took his first full weekend off since March early last month, and said it felt good to get some rest. But he fully understands that the future is a very large question mark, and the pandemic certainly isn’t done making life difficult for the residents and leaders of the region’s second-largest city.

“We have to remain diligent,” he said, echoing the governor when it comes to the pandemic and how the city, the state, and the country, are far from out of the woods. “We have to do everything we can to keep this under control.”

For this, the latest installment if its Community Spotlight series, BusinessWest talked at length with the city’s relatively new mayor about life in the age of COVID-19 and how he’s trying to see his community through to the other side of this crisis.

Numbers Game

At one point in his talk with BusinessWest, Vieau paused and reached for some papers on his desk — the latest reports on the state of the pandemic in his city.

He didn’t have to consult the paperwork to know the numbers — he had already pretty much committed them to memory — but he did so to show just how much data he and others in municipal management have to keep track of, and just how committed he is to understanding everything he can about the spread of the virus on any given day — or moment, for that matter.

“I look at the numbers every day,” he said. “Unfortunately, we’ve had 10 deaths in the city, people with underlying conditions, ages 58 to 100. We have, today, 41 open cases of COVID-19, 399 people who have recovered, and we have 45 people in the N/A group, meaning they’re probably residents of the city that are now in assisted living, some form of nursing home, or other facility that’s not in Chicopee.”

This attention to detail is just part of managing the pandemic, or managing during the pandemic, to be more precise, he said, adding that he has a 10 a.m. conference call with his ‘COVID team’ every day, and these calls have led to some aggressive and ultimately effective efforts to slow the spread of the virus.

Indeed, Chicopee was among the first, and most vigilant, cities when it came to requiring masks in stores and other public places and putting other measures in place to slow the spread of the virus.

“We put guidelines in place that were more strict than what the governor rolled out initially with regard to stores,” he noted. “And other states, and businesses like Walmart, were adopting our rules, our guidance, and our procedures. We acted swiftly, and we saved lives.”

Redevelopment of the massive former Cabotville Industrial Park

Redevelopment of the massive former Cabotville Industrial Park into apartments is one of many projects in Chicopee now clouded by question marks as a result of the pandemic.

This is not exactly what Vieau signed on for when he took out papers for mayor last winter, soon after Kos opted not to seek re-election. What he did sign up for was a chance to take what has become a career of service to the city to a higher level.

That career started with a stint on the Planning Board — he was appointed by Kos during his first stint as mayor — and went to a different plane when he was talked into running for the open Ward 3 seat on the Board of Aldermen 16 years ago, not long after he took a job at MassDOT handling eminent-domain work.

“I saw this an opportunity to get more involved,” he told BusinessWest. “This was the area where I grew up; to have a chance to represent it as an alderman was one of the most rewarding experiences of my life.”

Vieau spent the last four of those 16 years as president of the board, and was content to go on representing his ward until Kos decided not to seek another term. Vieau said he received calls from the media within an hour of Kos’s announcement asking if he was going to run, and his quick answer was ‘no,’ for those reasons stated earlier. But after talking with family, friends, constituents, and his employer, and after learning he could take a leave of absence, he ultimately decided to run.

There were many planks to his campaign, from public safety to downtown revitalization to new-business development, and the pandemic has certainly made it more difficult to address any of them.

“Everything I ran on, all the ideas and things that we were hopeful to accomplish here in the city of Chicopee, have been put on hold as we get through this,” he said. “Instead, we’ve been focused on keeping people safe, first and foremost, and how you’re going to handle the budget gaps. It’s not something I’m unfamiliar with — I’ve been involved in the approval of 16 mayor’s budgets — but this is different.”

Elaborating, he said his administration has devoted considerable time and energy to assisting the small businesses that have been impacted by the pandemic — and there have been many of them.

For example, $150,000 in Community Development Block Grant monies were directed toward impacted businesses early on in the pandemic, said the mayor, and later, an additional CDBG grant of $706,000 was received and will be used to “turn the lights back on,” as the mayor put it, at businesses that have been forced to close in the wake of the crisis.

Holding Patterns

One of Vieau’s stated goals for his first term as mayor was to build on the recognizable progress registered in the central business district, where, through initiatives such as regular Friday-night ‘Lights On’ programs and other initiatives, downtown businesses were put in the spotlight, and area residents responded by turning out in large numbers.

The pandemic, which has hit hospitality-related businesses and retail especially hard, took a good amount of wind out of those sails, said the mayor.

“Things were progressively looking better for the future of our downtown — for reviving it. We want to continue these efforts — we just need to get through this period of uncertainty. We’re excited about what can happen, and I think everyone is.”

“We had the Cultural Council firing on all cylinders — we were going to have this amazing, new, energetic downtown that everyone would want to come to,” he said. “We were having Lights On events on Friday nights and had food trucks … all these fun things were happening, and … COVID-19 just put the brakes on it all.”

The hope is that businesses downtown can weather what could be a lengthy storm and emerge stronger on the other side, said Vieau, adding that, if they can, some building blocks can be put into place that might bring additional vibrancy to that once-thriving area.

These building blocks include the Mass Development-funded Transformational Development Initiative (TDI) grant that brought a TDI fellow, Andrea Moson, to the city for a two-year assignment to be dominated by downtown-revitalization efforts, a C3 Policing program aimed at making the area more safe and improving the overall perception of the downtown, and development projects, such as two planned housing initiatives downtown.

One involves the former Cabotville Industrial Park, where 234 units of one-bedroom and efficiency units of affordable housing comprise the first phase of that massive project, and the other involves an additional 100 units at Lyman Mills.

Chicopee at a Glance

Year Incorporated: 1848
Population: 55,298
Area: 23.9 square miles
County: Hampden
Residential Tax Rate: $17.46
Commercial Tax Rate: $33.93
Median Household Income: $35,672
Median Family Income: $44,136
Type of Government: Mayor; City Council
Largest Employers: Westover Air Reserve Base; J. Polep Distribution Services; Callaway Golf Ball Operations; Dielectrics; MicroTek

* Latest information available

These projects, which the mayor expects to proceed, are considered critical to the revitalization of the downtown area because of the vibrancy and foot traffic they will potentially create.

“We’re looking at young professionals and empty-nesters moving into these units,” he noted. “That influx of people will need goods and services.”

As for the TDI grant, it will be used to help new businesses locate in the downtown, fund tenant improvements, and, in general, bring more vibrancy to the area. Earlier this year, grant monies were funneled in $5,000 amounts to businesses impacted by the pandemic to help them through those perilous first several weeks.

“Things were progressively looking better for the future of our downtown — for reviving it,” he continued. “We want to continue these efforts — we just need to get through this period of uncertainty. We’re excited about what can happen, and I think everyone is.”

While most projects are being talked about in the future tense, some developments are already taking place downtown, said the mayor, noting the arrival of Jaad, a Jamaican restaurant; the pending relocation of the Koffee Kup bakery from the Springfield Plaza to East Main Street in Chicopee, and ongoing work to restore and modernize perhaps the city’s most recognizable landmark, City Hall.

Phase 1 of that project, which involves restoration of the auditorium, is ongoing, said the mayor, adding that this $16 million initiative also includes new windows, roof work, and other work to the shell of the historic structure. Phase 2, which is on hold, will involve interior renovations, modernizing the structure, and making it what Vieau called “active-shooter safe.”

Managing the Situation

As noted earlier, Vieau was happy to finally to get a full weekend off — not that mayors actually get weekends off, given the many events they must attend and functions they carry out.

But the weekends from March through early July were filled with more than ribbon cuttings, dinners, and school graduations. There was hard work to do to manage the pandemic and help control the many forms of damage it has caused.

This wasn’t exactly what he signed up for, and it has put a real damper on many of his plans for his first term. But COVID-19 is reality, and seeing his city through the crisis has become Vieau’s primary job responsibility. There’s no manual to turn to, but he feels he has the experience to lead in these times of crisis.

After all, he has made public service a second career.

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

Technology

From a Distance

By Sean Hogan

Hogan

Sean Hogan

COVID-19 has changed the way we all do business. The remote workforce, which was embraced by a few, is now the new norm and embraced by almost all businesses. The question lingers, though: will this revert when there is a vaccine and we go back to the normal, non-pandemic lifestyle?

Many believe that remote workforce is here to stay, and these numbers seem to be growing with each week and month. But to do that, we need to understand how to manage our remote workforce and embrace technology to support our staff.

To do this effectively, managers need to manage the technology, the people, and the culture. Let’s take them in order.

Managing Technology

Our company, Hogan Technology, has sold and configured videoconferencing and collaboration systems for 25 years. We would set up conference rooms with audio and video so clients could establish videoconferences with employees and customers.

In the past, we saw most of this technology gather dust; at first, a client would embrace video collaboration, but it would quickly be disregarded. The older video and collaboration technology platforms were clumsy and difficult to navigate. Staff would quickly give up trying to learn how to use the tech.

Today’s collaboration tools are extremely easy to use, especially for the younger generation that grew up on smartphones. COVID-19 has promoted the skyrocking popularity of services like Zoom and Microsoft Teams. These tools can be used to enhance your company communications and productivity, but we need to know how to use these tools.

Hogan has had remote employees for more than seven years; the challenge has been including those employees in the day-to-day interaction at the office. Pre-COVID, we rarely had video meetings; now, we meet several times a day via video to collaborate and share data.

“Many of my clients have been quickly thrust into the remote workforce with little or no experience with online collaboration. They have quickly learned how to host and manage online collaboration.”

Meanwhile, many of my clients have been quickly thrust into the remote workforce with little or no experience with online collaboration. They have quickly learned how to host and manage online collaboration. Hogan has adopted a platform for the security and simplicity of the service. We host several Hogan Teams meetings per week. We have fixed meetings and ad hoc meetings. Our fixed meetings are administered by our staff; we create the team, invite the necessary personnel, and share all pertinent data to the Teams site for ease of retrieval. Teams has a smartphone app, desktop app, and browser login.

We have noticed that our video meetings are more focused than our traditional conference room meetings, our data is consolidated, and our agendas are clear.

I must admit that, at first, I was resistant to host sales and client meetings through video collaboration. It took some time and some failures — I completely failed on my first large Zoom conference, but eventually, I embraced the meetings. Throughout the pandemic, all introductory sales meetings have been on Teams, and to my shock they have gone well. We print fewer documents, we save on travel expense, and we can host more meetings per day than before. If we are looking for bright spots during this COVID-19 madness, then this would be one.

Oddly enough, because meetings are so easy, we tend to meet more and share more. We understand that the end game is improving communications; whenever we have a management meeting, we are stressing the need to communicate better, internally and externally. COVID has forced us to communicate better, faster, and more efficiently.

Managing People

We have had many clients request analytics or reports so they can better track the performance of remote employees. There are several ways to track productivity, such as call-volume reports, CRM usage reports, presence activity reports, internet-usage reports, and so on. Personally, I manage my staff to their individual goals; if I have an employee who is exceeding his or her goals, then I don’t need to be very granular with activity reporting. I will use their analytics to compare to other personnel; this helps me determine where I need to focus my attention.

It is critical to protect your company’s endpoints no matter where they reside. If an employee uses a business machine at home, that machine needs to have updated anti-virus, malware protection, multi-factor authentication, and end-point detection and response.

Managing the Culture

Culture is a critical piece in all businesses. Corporate culture refers to the beliefs and behaviors that determine how a company’s employees and management interact. Often, corporate culture is implied, not expressly defined, and develops organically over time. It can be a challenge to maintain your culture while working with a remote workforce.

We have found that we need to engage our employees through collaboration. Our meetings are not just management telling staff what needs to be done and how to do it. The meetings must engage all the personnel — they need to be part of the solution, and we as managers need to stop talking and start listening. This helps cement our team culture.

The key is that we listen to everyone, and other businesses should embrace this mindset. You need to sit back and ask, ‘what is our culture?’ ‘Who are we?’ ‘What matters to our clients?’ and ‘How do we support our community?’

It’s critical to know your culture and even more critical to defend your culture. Make sure your team knows what matters.

In this time when more and more people are working remotely, it’s important to manage the technology. But it’s equally important to manage people and culture.

Sean Hogan is president of Hogan Technology; (413) 585-9950.

Coronavirus

Driving Forces

Ben Sullivan

Ben Sullivan says inventory has been an issue for many car dealers, but overall, the picture is much brighter than analysts were predicting in the spring.

Back in the earliest and darkest days of the pandemic (at least in this part of the country), analysts within the auto industry were predicting that overall sales for 2020 might be off perhaps as much as 80% from the year prior.

Those projections turned out to be well off the mark, as were some of the later estimates as well, said Ben Sullivan, chief operating officer for Balise Motor Sales, adding that a number of factors have made this year — and it’s a little more than half over, so a lot can still happen — much better than perhaps anyone could have imagined back in late March and early April.

These factors include stimulus checks that provided some disposable income for many people, as well as some extremely attractive incentives from the manufacturers, including 0% interest for as many as 84 months, job-loss protection, and no payments for six months.

“From an auto-dealer standpoint, I don’t think we were intended to be direct beneficiaries of any stimulus money,” Sullivan said. “But what the consumers are doing with the money has certainly offset what we expected to be a much steeper decline in the auto business than what we have actually experienced.”

But some of these same factors, coupled with pandemic-forced factory shutdowns, have created a slew of challenges for auto dealers as well. These include shortages of inventory for new cars, although there seems to be some improvement on that front, according to those we spoke with, and an even more pronounced shortage of used cars, which is spurring something almost historic when it comes to the prices offered to those willing to trade in vehicles or just sell them outright — something that’s happening with increasing frequency.

“There’s an unbelievable shortage of used cars,” said Sullivan. “There just weren’t as many cars coming into the system, for a variety of reasons, and that made used-car trade-in values go up. And people are recognizing that and saying, ‘if there if was a time to trade in a car, now’s the time’ — and that’s helping the new-car market.”

As for overall inventory, a drive by any dealership in the area would reveal fewer cars in the lot, a clear reflection of what’s happening with both new and used vehicles, said Peter Wirth, co-owner of Mercedes Benz of Springfield, noting that his store is typical in most respects. There’s a smaller supply of used cars (only about 12 days, as opposed to the 30-to 45 days that would be typical) and fewer new cars as well as the factories try to catch up for the time lost when they were closed or making other products, such as respirators, in the case of General Motors.

“There just weren’t as many cars coming into the system, for a variety of reasons, and that made used-car trade-in values go up.”

The situation is improving, though, and by late August, most expect a return to something approaching normalcy.

“We’re starting to see inventories coming back, which is exciting for all of us,” said Carla Cosenzi, president of TommyCar Auto Group, adding that, while the landscape may change and there remains a good deal of uncertainty, there is currently demand for those cars that will soon be filling the lots.

Which is good because, while sales of used cars (if dealers can get them) have been more than solid, new-car sales have been off — but, again, not as much as the experts thought they would be back when states were shut down and governors were rolling out phased reopenings.

“I’d say, on average, the sales pace for the new-vehicle industry in the Northeast is probably down 10% to maybe 15%,” said Sullivan, adding that these numbers could not have been imagined back in the spring, when it looked like the bottom might fall out of the market.

Looking ahead … well, looking ahead is something that’s difficult in any sector. But those we spoke with said that, overall, dealers are in decent position for quarters three and four. Inventories are improving, there is still some pent-up demand, there are still plenty of incentives, and new models are arriving on many lots.

But as they’ve seen already this year, things can change in a hurry, and projections — as those made way back in March can attest — are difficult to make.

Hitting the Accelerator

As he talked with BusinessWest at the Mercedes dealership on Burnett Road, just off turnpike exit 6, Wirth noted that, in many respects, a touch of normalcy has returned to this store, and the business of car selling in general.

Indeed, he noted there were several people sitting in the service waiting area, more than there would have been back in the spring, when ‘pickup and dropoff’ was the order of the day — and it’s still a popular option. Meanwhile, all employees are back at the dealership — many of those who could were working remotely in the earlier days of the pandemic — although there are now vacant workstations between those with people, and some sport plexiglass dividers between them. Perhaps most importantly, business is … well, perhaps not normal, but it’s certainly in the ballpark.

Peter Wirth

Peter Wirth says business is returning to something approaching normal at Mercedes-Benz of Springfield, and the summer and fall look promising as new models roll in.

In many respects, the dealership is well-positioned for a solid year, despite the pandemic and various negative forces it has created, Wirth said, listing everything from those aforementioned factory incentives — Mercedes has them as well — to lingering, pent-up demand; from new models arriving regularly to the mix of vehicles consumers are demanding.

“This might be the second year that we’re producing more SUVs than cars on the new-car side, and we’re almost at 60-40 now,” he explained. “It took us a couple of years to get there, but that’s what the market wants. So, maybe for the first time in five years, we’re actually in sync with what the market wants, and I think that’s going to help us.”

But while there are some signs of normalcy and even progress when it comes to sales volume, there are reminders everywhere that these are very different times — from the masks on the customers and employees to the deep cleaning that accompanies every car that leaves the service bay, to the cars in the lot, or the lack thereof, to be more precise.

Sullivan told BusinessWest that inventory has been an issue across the broad portfolio of makers within the Balise stable. Closed factories were a big contributor to the problem, he said, but supply-chain issues were, and still are, a factor as well.

“Next to the tsunami that hit Japan, the pandemic and everything it has brought has had perhaps the most impact the auto industry has seen since World War II,” he explained. “The supply chains got interrupted, and this is a global industry; there’s parts from Scandinavia, China, Japan, Mexico, Canada, the list goes on. And it really only takes one part to not be able to have a production line running.

“If you have a plant that goes down, and you’re missing that key component, you can’t build an F-150, or a Silverado, or a Camry,” he went on. “The industry has been absolutely disrupted from an availability standpoint. But the good news is that it’s a pretty resilient industry; they find other suppliers and ways to navigate through. But we are a low point of availability.”

Some makers were hit harder than others, he continued, noting that General Motors never fully recovered from the strike of last year before the pandemic hit, and the arrival of COVID-19 further complicated matters, especially when it comes to the production of trucks, one of the more popular items in recent years.

Unlocking Options

Overall, though, and especially as the summer has progressed, buyers have had a better time of trying to find the make, model, and color they want. Mercedes has a sister store in New York that effectively doubles the dealership’s chances of quickly supplying want the buyer wants, and Balise and TommyCar have similar relationships within the industry.

Some are settling for maybe their second-favorite color or a model with most but not all the options they were looking for, said those we spoke with, while others chooose to wait for exactly what they want. And the wait is getting slightly shorter.

“We’re lucky that we carried a good days’ supply of inventory before this happened, so we were in a good position as far as the number of units we were able to maintain through this, and now, we’re starting to see the manufacturers supplement the inventory back,” Cosenzi said. “But the biggest hurdle was being able to get the exact specifications a customer was looking for when it came to new cars.”

If the new-car market is getting somewhat back to normal, the same can’t really be said for used-car buying, which, as noted earlier, is in what would have to be called uncharted territory — or at least a place visited very infrequently.

Using words and numbers, those we spoke with said demand for used cars is through the roof — even for convertibles — and this is definitely a sellers’ market.

Carla Cosenzi

Carla Cosenzi says getting used cars has been a real issue for most car dealers, and that will continue to be a challenge for the foreseeable future.

Sullivan knows, because he recently was a seller — if you count trading in as selling.

“I traded my wife’s car in two weeks ago, but it really is the best time you could ever ask for,” he said, adding that prices are up, on average, almost $1,800 per car over the past few months. “With my car, I got $2,000 more than I would have two months previous — or two months from now. It just happens to be that timing in the market — the used-car market has defied every industry analyst’s predictions during COVID.”

Overall, a number of factors are contributing to the bustling used-car market in the 413, Wirth said. For starters, this is more of a used-car market than a new-car market, and from all he can gather — he’s been in it for four years — it always has been. What’s more, with the pandemic creating questions about the future and some economic uncertainty for many, used cars are being seen as an attractive, less risky option than buying new — even with all those incentives from the carmakers.

But supply, as it is with new cars, is perhaps the biggest driving force.

“I think that the used-car market will fall at some point, but you never know; it’s so hard to predict what’s going to happen given the circumstances.”

Sullivan told BusinessWest that most all of the auction houses where so many used cars are acquired by the dealers were closed for a long stretch early this year, removing those supplies. Meanwhile, many leases were extended due to the pandemic, taking those cars out of circulation. And some consumers simply decided that, given the conditions, they would hang onto their car for at least another year.

All this forced dealers to look elsewhere and explore options ranging from buying some of the suddenly unneeded rental cars cluttering lots across the country to buying cars off the street, a tactic Balise deployed.

And that imagination has been needed, because demand — fueled by cautiousness in the era of COVID-19 and other factors — has certainly spiked.

Bottom Line

As for what happens next … it’s hard to say with any certainty, because there are so many unknowns when it comes to the virus, the economy, additional stimulus, and other factors.

“There’s so much uncertainty, but especially when it comes to where the customer demand will settle in,” said Cosenzi. “And we’re prepared to adjust our operations accordingly. We’re starting to see a lot of the manufacturing plants open up and trucks pulling into the dealerships with the cars we’ve been waiting for. I think that the used-car market will fall at some point, but you never know; it’s so hard to predict what’s going to happen given the circumstances.”

Sullivan agreed.

“We’re not out of the woods yet,” he said. “And we’re incredibly grateful for being in as good shape as we are. When we looked at what the analysts were saying, that can really put a lump in your stomach. I’d like to say that we’re wildly optimistic, but we can’t be because we know there’s some choppy waters ahead.”

With that, he spoke for everyone in a business that has fared much better than most could have dreamed, but is still staring at some rather large question marks.

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

Coronavirus

Developments of Note

SSO

The SSO hasn’t been able to perform live since the pandemic arrived, but it has found ways to keep the music coming.

Susan Beaudry called it a ‘stop the presses’ moment — quite literally.

Indeed, the program book for an adjusted, and truncated, 2020-21 season for the Springfield Symphony Orchestra (SSO) was at Hadley Printers back in April, and the presses were set to roll. But at the very last moment, the order was canceled.

“The tenor of our industry was … ‘I wouldn’t say anything, I wouldn’t announce a season,’” said Beaudry, adding that, back then, as the number of cases in this state and around the country were soaring, industry groups were advising that it didn’t make sense to put a schedule down in black and white. And it still doesn’t.

“When you’re selling, which is what we’re doing when we announce a season, it’s very difficult in this climate,” she told BusinessWest. “People are afraid, still, to make a commitment — they’re not sure they want to gather in large groups, or they’re not sure what their financial situation is going to be. They’re not going to pre-buy for a concert that may be months away; we just felt it was an awful lot to ask our patrons and the community to make that kind of commitment.”

This episode captures, in poignant fashion, the state of limbo in which the SSO, and most all other institutions of its kind, now resides.

In short, the future is unknown, and when it comes to live performances before real audiences — the absolute lifeblood of these orchestras — it comes down to a waiting game. A wait for a vaccine, most probably, or perhaps an effective treatment for the virus. Something that will prompt the governor of the state to give the green light for phase 4 of his reopening plan.

“We’re listening and waiting,” Beaudry said. “We’re not planning based on our needs or our desires; we’re just listening. And when it’s the right time, we have a season ready to rock and roll. We may have to move some dates around, we may have to move some soloists around … but we know what we’re doing when the time comes.”

“People are afraid, still, to make a commitment — they’re not sure they want to gather in large groups, or they’re not sure what their financial situation is going to be.”

Beaudry stressed that she and others at the SSO are not simply waiting. Far from it.

In fact, she said she’s probably working harder and longer than she would during a typical season, largely because of an even longer to-do list.

It includes providing music to an audience — not the typical audience and not in the typical way; the SSO is now offering the HomeGrown Series, a weekly (Wednesday) webcast featuring a performance, demonstration, or lecture. It also includes fundraising, creating a fund to pay musicians sidelined by the pandemic, planning — as much as that assignment can be carried out in the COVID era — and working ever harder to create ways to broaden the orchestra’s audience.

Indeed, those at the SSO were well aware, long before anyone had ever heard the term COVID-19, that it needed to expand its base of patrons and supporters, said Beaudry, adding that the pandemic has perhaps brought a greater sense of urgency to this work.

“What we’re not doing is waiting,” she explained. “We’re fully engaged, and we’re working very, very hard. We still have to raise money, we still have to market our brand, we have to keep our musicians in front of our patrons, we have budgetary issues, a strategic plan to undertake … I’m working harder and longer hours than ever, but it’s exciting, fun, and rewarding work.”

As BusinessWest continues its extensive coverage of the pandemic and its broad impact on the region and its business community, we take an in-depth look at the SSO and how it intends to not just weather the storm but use the time and this extreme challenge to examine how to change and become a stronger institution moving forward.

Working in Concert

As she and others at the SSO packed up their computers and whatever else they might need in mid-March and left the orchestra’s offices in downtown Springfield to work at home, the expectation was that it would be for just a few weeks, said Beaudry, adding that this was roughly the same mindset taken with regard to shelving events on the schedule.

Indeed, even before state and federal shutdown orders were put if effect, orchestras, knowing that their audiences are dominated by seniors, began postponing or canceling events — a few weeks or a month at a time.

“We were halfway through March, and we said, ‘let’s just cancel the rest of March,’” she explained, noting that there were several events impacted, from a show at Symphony Hall to a chamber-music performance at Twin Hills Country Club in Longmeadow. “The board agreed — ‘it’s prudent, it’s the right thing to do … let’s not worry about April yet.’”

Soon, though, those at the SSO had a lot more to worry about than just April. As the full scope of the pandemic became clear, the rest of the season was canceled — and soon it also became apparent that the new season, which traditionally starts in September, was now a huge question mark.

Susan Beaudry

Susan Beaudry says that, while waiting for the green light to start its new season, the SSO is busy with everything from fundraising to building its brand to undertaking a strategic plan.

Which takes us back to that order to stop the presses. The program book that was set to roll detailed a truncated schedule that would start with the popular Holiday Pops performance and include four or five other events, said Beaudry.

Now, as noted, even that shorter, simpler schedule is very much in doubt — but ready to go when and if the word — in whatever form it takes — is given.

In the meantime, there is much more than waiting to do — starting with the HomeGrown series, which started back in April with Maestro Kevin Rhodes performing some Brahms on the piano. Over the ensuing weeks, the program has presented a variety of short programs featuring individual artists and even the entire oboe section.

“It’s been very successful, and we’ve received some very positive feedback,” Beaudry said. “It redirects people to a less stress-filled subject and a little levity, a little beauty. As we’ve always said, the healing power of music is very real, and the longer this pandemic lingers, the more that rings true.”

But to provide that healing power, the orchestra must survive what will almost certainly be its most difficult financial test — although it has weathered many over the years, including recessions and even world wars. This one is different, because there are so many unknowns, said Beaudry, adding that the pandemic has already forced the orchestra to furlough some staff and reduce hours for those who remain; she personally volunteered to take a 30% pay cut.

“We’ve basically lost a season,” she said, referring to the second half of the 2019-20 season and the first half of the upcoming season — at least. “We have no box-office sales right now, and we still have expenses.”

A Paycheck Protection Program loan helped keep staffers employed for several months, but those funds ran out, she went on, forcing the furloughs that were announced several weeks ago.

Moving forward, and with no program book for the upcoming season and no concerts to sponsor at the moment, the SSO is looking for different ways to provide value for its sponsors, and for those sponsors to provide the continued support needed to propel the orchestra to the proverbial other side of the pandemic.

“What we’re hoping is that we can turn sponsorship into a sustainability partnership,” she explained, “where these sponsors are going to philanthropically help us get over the hump so that we’re solvent on the other side and ready to take our place in the community and on stage when this whole thing is done. And the only way we do that successfully is with the full support of the community around us.”

While sustainability is now the most critical issue, a related need — to change and broaden the audience base — takes on even more importance in this era of COVID-19.

“We need to remind ourselves that not everyone is going to get dressed up on a Saturday night and drive to downtown Springfield from wherever and sit for two or three hours through a concert,” she explained. “It’s a commitment to come, so we need to figure out what people want to come to and how we can morph — not that we’re going to change our mission; we’re a classical music organization, and we intend to remain that.

“There are lots of considerations for us to make what we do a better product,” she went on, adding that, in some ways, the pandemic is amplifying the need for change and perhaps accelerating the process. Meanwhile, it is also helping to move the SSO in directions it knew it needed to move, such as virtual offerings, like HomeGrown.

“What COVID did was prompt us to ask, ‘what can we do virtually — how can we reach bigger audiences with a stronger reach electronically and virtually?’” she told BusinessWest. “That is a new wave of performances. We’re a live-performance organization; that’s really how we’ve focused — how do we get people to Symphony Hall? But if we can figure out how to best use livestreaming, who can we reach? What does that do for our education programs and our performances, or even the snowbirds who are gone for half our season?”

On a Final Note…

“This music is not in the notes, but in the silence between.”

That’s a quote from Mozart, and it now graces the SSO’s home page in large, bold type.

Not nearly as large and bold as the words “When the Orchestra Returns, Your Seat Will be Waiting.”

That’s a confident pronouncement in itself, with emphasis on the word ‘when.’

“We’ve been around for 76 years, and we’ve been through wars and other disasters, and we’ll get through this, too,” Beaudry said in conclusion. “We’re here to serve; we’re mission-driven. That’s the priority, and we’ll be ready.”

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

COVID-19 Daily News

BOSTON — Gov. Charlie Baker announced that, effective Saturday, Aug. 1, all travelers entering the Commonwealth, including both out-of-state residents and Massachusetts residents returning home, will be required to comply with a new travel order. The full order and other information is available at www.mass.gov/matraveler.

Starting Aug. 1, all visitors and Massachusetts residents returning home, including students returning to campuses for the fall semester, must fill out a Massachusetts Travel Form and quarantine for 14 days unless they are coming from a COVID-19 lower-risk state or they can produce a negative COVID-19 test result administered no more than 72 hours prior to arriving in Massachusetts, or they are included in one of the other, limited exemptions.

Individuals who get a test must remain in quarantine until they receive their negative test results. Failure to comply may result in a $500 fine per day.

Travelers are exempt from this requirement if they are coming from a state that has been designated by the Department of Public Health as a lower-risk COVID-19 state or fall into another narrow exemption category. Based on current public-health data, those lower-risk states currently include New York, New Jersey, Connecticut, Maine, Rhode Island, Vermont, New Hampshire, and Hawaii.

Traveler exemptions include people passing through the state, people commuting across state lines for work, people traveling to Massachusetts for medical treatment, people complying with military orders, or people traveling to work in federally designated critical infrastructure sectors (essential services).

Prior to travel, people should visit www.mass.gov/matraveler to fill out the Massachusetts Travel For or text ‘MATraveler’ to 888-777.

The list of lower-risk states is subject to change based on public-health data, and states may be added or taken off the list at any time.

Cover Story Education

Entrance Exam

Come back to campus, or don’t — either way, you’ll learn.

Just don’t expect campus life to be anything like you’re used to.

That’s essentially the message from UMass Amherst, by far the region’s largest of roughly 20 colleges and universities grappling with how to welcome students back to campus this fall — or setting them up for online instruction, as the case may be. Or, in some cases, both.

“We heard loud and clear from our student body that, even if they’re taking courses remotely, they would really like to be on campus or around campus,” Chancellor Kumble Subbaswamy said during a recent conference call discussing the university’s fall plans.

In a nutshell, the vast majority of students will not be required to return to Amherst, with most courses offered remotely. But they may return — for residence-hall life and in-person instruction — if they’d like.

“Our communication will be very explicit about what the campus might look like and what our expectations are, and what we will hold all of our students responsible for,” he continued. “With all of that knowledge, if they still want to come to campus and live in campus housing, they’re most welcome to. And whether they come back to campus or not, we will really provide a rich and rewarding academic experience with not only remote courses but also advising and lots of peer-to-peer interactions and faculty-to-student interactions and so forth.”

In other words, Subbaswamy noted, “we’re prepared to serve our community to the best possible extent in terms of providing all the college experience can under these different circumstances because of the pandemic. That’s the bottom line.”

Bryan Gross says WNEU’s mission prioritizes on-campus education

Bryan Gross says WNEU’s mission prioritizes on-campus education, but the university is ready to pivot if the pandemic worsens.

That said, life in the residence halls will be altered to include pedestrian-flow guidelines, restrictions on group gatherings, and limited face-to-face contact. No guests will be allowed in residence halls, at least at first. Most student services will be offered remotely. The Recreation Center will be open — with limits and restrictions placed on activities.

In short, things have changed since COVID-19 arrived in Massachusetts. Leaders at the region’s higher-education institutions have been meeting since … well, pretty much since they sent students home in mid-March, to hash out what classrooms and the campus experience will look like come late August, when the fall semester begins for most.

“We need to make sure we’re providing them with some sense of security, and do everything that we can to make this experience one where they are able to continue their studies and get to graduation.”

None of the schools’ plans are exactly the same, with some emphasizing on-campus instruction, some — including most of the community colleges — opting for an online-heavy approach, and others landing somewhere in between, with students choosing between in-person, online, and hybrid programs (see box on page 19).

Western New England University, touting its ample space and small classes, has decided to conduct the vast majority of classes fully on-campus this fall, while a small number of courses will be delivered in a hybrid or online format.

“We keep coming back to discussions regarding our mission, which is to provide a highly personalized educational experience inside and outside class,” said Bryan Gross, vice president for Enrollment Management and Marketing. “For the faculty and staff working on this plan, any time we get stuck on details, we come back to that mission.”

Students will be required to wear a mask or face shield, practice social distancing, and maintain a high standard of hygiene. In addition, plexiglass barriers will be installed throughout campus, including classrooms. Most buildings will be one-directional to minimize hallway contact, buildings will be cleaned more frequently, and residence halls will be limited to single and double rooming options, among other measures.

Walter Breau

Walter Breau

“We learned a lot in the spring when we had to go online — we understand what we did well and what we can do better. If a second surge happens and everyone decides to move online, the Elms flex model allows that to happen.”

“We watch the news every day,” Gross told BusinessWest. “Things are constantly changing in terms of safety, and we have to follow state and federal regulations, but based on the information we currently have, we feel confident our plan is doable — that it meets our values and protects the health and safety of students. But if things change, we also have to be open and honest, and we are willing and able to change.”

That’s why WNEU, like many colleges and universities, has actually been planning for three different scenarios — most students on campus, online learning, and a hybrid of the two.

“The majority of our families are ready for their children to be on campus and have the campus experience,” he added, “They trust our Health Services and know, if it’s ever not safe to be here, we’re going to make the right decision in the best interest of our students.”

That’s the COVID-19 world colleges and universities must grapple with — with every day bringing changing news and more moving targets. As enrollment planning goes, it’s unprecedented, at least within living memory. And students aren’t the only ones who will be learning something.

Course Corrections

At Elms College, classes will be taught this fall in a hybrid, flexible model that gives students the option of attending sessions in the classroom, online, or both. Students can move between the options based on their personal preferences, while international and non-local students will be able to continue their coursework from afar.

“We know some students are high-risk or living with someone high-risk and don’t feel comfortable being in a classroom, but we also know students want an in-person experience,” said Walter Breau, vice president of Academic Affairs. “So they can choose when to be in the classroom.”

The usual mix of masks, distancing, and plexiglass will be in play, and on-campus students will be expected to monitor and record any COVID-like symptoms they might have. As is the case at other campuses welcoming students this fall, any positive symptoms must be reported to the Health Center for consultation, and the college will have a separate living space for any student in need of quarantine.

Fall 2020 Plans … for Now

Leaders at 20 area colleges and universities continue to discuss plans for how academic programs will be delivered fall. Those plans might change, and even schools planning on a mostly on-campus experience will likely offer some programs remotely. Here are the latest plans, grouped by categories that may not capture all the nuances of each plan; readers are encouraged to visit the schools’ specific websites for more information.

• All courses delivered online, but students have option of attending in person: UMass Amherst.

• All online, with students in some programs (such as healthcare and culinary arts) on campus part of the time: Asnuntuck Community College, Cambridge College, Greenfield Community College, Holyoke Community College, Springfield Technical Community College.

• Blend of on-campus, online, and hybrid instruction: Bay Path University, Berkshire Community College, Elms College, Mount Holyoke College, Springfield College, Westfield State University, Williams College. American International College is discussing this model as well.

• Blend of on-campus and online instruction with students on campus for either fall or spring: Amherst College, Smith College.

• Mostly on-campus instruction: Bard’s College at Simon’s Rock, Massachusetts College of Liberal Arts, Hampshire College, Western New England University.

“Safety is our number-one priority,” Breau told BusinessWest. “We know students want to come back. How to keep them safe while doing that has been the prime goal of reopening. Our task force made sure safety was always number one on the list.”

To that end, students will need to review safety-training materials when they return to campus. “It’s going to be a team-based effort. It’s not just administrators, faculty, and staff, but students have to be a part of the process as well. We’ll certainly rely on them to help us stay safe.”

There’s a safety net built into the ‘HyFlex’ model as well, Breau noted, in that it wouldn’t be difficult to transfer all learning online if the region’s infection rates soar.

“We learned a lot in the spring when we had to go online — we understand what we did well and what we can do better. If a second surge happens and everyone decides to move online, the Elms flex model allows that to happen; it’s built into the syllabus and the way instructors plan the courses.”

American International College is also seriously considering a HyFlex model, and plans to announce its detailed fall strategy by the end of July, said Nicolle Cestero, chief of staff, senior vice president for Human Relations, and Title IX coordinator. She said a group of campus leaders has been meeting for several months and are doing all they can to give students an on-campus option.

With more than half of its undergraduate student body first-generation college students and more than 50% also Pell Grant-eligible — meaning they come from low-income families — AIC doesn’t want to add additional challenges to their lives, she noted.

“We need to make sure we’re providing them with some sense of security, and do everything that we can to make this experience one where they are able to continue their studies and get to graduation,” Cestero said, noting that the HyFlex option is an ideal model in that it allows students to access their education in a way that best serves their needs in this most difficult year.

Plus, there’s value in the on-campus experience that can’t be replicated remotely, she added. “Maybe your roommate becomes your best friend for life. Or you’re participating in a conversation that you never would have participated in — on race or gender or power and privilege, or whatever it is — and you don’t necessarily get to do that if you’re not on campus. You develop so much in these years — it’s your first time away from home, and you’re teaching yourself how to do things, how to manage your own time and finances, all that stuff.”

In a letter to the Springfield College family, President Mary-Beth Cooper detailed a blend of in-person, remote, and hybrid instruction, with all learning moving online after Thanksgiving. But she emphasized that new safety measures — from masks and distancing to a contact-tracing program and isolation spaces — are key to making the plan work.

“Successfully remaining on campus throughout the fall semester will depend on the degree to which we, as a community, work together to reduce the possibility of the virus appearing on campus and, if it does, responding quickly to limit its spread,” she explained.

Brandi Hephner LeBlanc, vice chancellor for Student Affairs at UMass Amherst, noted that the university will distribute a student agreement that details the testing and symptom self-monitoring they’re asked to do, as well as the need to carry hand sanitizer and face coverings when moving about, among other safety measures.

“We’re really asking them to be a responsible community member, first and foremost, and to be a part of the bystander intervention,” she said. “When you see someone without a mask, remind them.”

And if students don’t comply?

“There is going to be what I would term an escalation of intervention,” she explained. “We’ll have public-health ambassadors on campus that will help remind folks, and there will be a lot of communication to find out if there’s a problem. This is not going to be an immediate referral to the Conduct Office, unless it’s something so egregious that that’s necessary. But this is something that takes a lot of reminding to manage the behavior. And we’re prepared to do that.”

Catalog of Options

A few institutions across the region have emphasized the value of returning as much activity to campus as possible. Massachusetts College of Liberal Arts President James Birge cited recent survey data collected from 10,000 high-school and college students; 78% of respondents find the experience of in-class learning this fall appealing, while one-third would transfer out of their institution if the college shifted to online course delivery.

Nicolle Cestero

Nicolle Cestero says the value of the campus experience shouldn’t be minimized, but a hybrid flex model might be the smartest way to go this fall.

“We know the residential and in-person class experience is important to our students, students at state universities across the Commonwealth, and nationally,” Birge said, which is why MCLA is moving ahead with an ambitious on-campus approach. “Although returning to campus this fall presents some risk, we will work to make the campus experience as safe as possible for everyone. Of course, this means we will have to significantly shift our way of learning, teaching, and working.”

Other campuses, like Amherst College and Smith College, are looking at having roughly half the students on campus for the fall, to better achieve physical distancing, with the ones sent home for remote learning having on-campus priority for the spring.

“We know that any scenario short of bringing everyone to campus will be bitterly disappointing to those who will have to wait until the spring,” Amherst College President Biddy Martin wrote in a letter to students and families. “With this structure, we can provide the opportunity for every student who wishes to be on campus to spend at least one semester here and, if things go well, both semesters for a large number of those students.”

Meanwhile, Springfield Technical Community College is among a handful of area institutions — several community colleges among them — to continue with an online model this fall, though some programs in STCC’s School of Health and Patient Simulation will include low-density, on-campus labs adhering to social-distancing, PPE, and sanitizing protocols.

“STCC has no intention of becoming a fully online institution,” said Geraldine de Berly, vice president of Academic Affairs. “The pivot to online is driven by a health pandemic. COVID-19 has forced the college to adjust, and we do hope in the future to return to the robust utilization of campus facilities.”

In some instances, STCC will use synchronous teaching strategies, with students gathering at a specific time through videoconferencing. But most of the classes will be taught using an asynchronous approach, which gives students flexibility to set their own hours to complete their studies and assignments.

“Many of our students have childcare obligations, work commitments, and a host of other complicated circumstances,” President John Cook said. “We know that our students benefit from having flexibility in their classwork, and online is yet another way STCC lives its mission of ensuring access to higher education.”

Flexibility, in many ways, has become a key word in the region’s higher-education sector, which suddenly offers a wide array of learning models heading into perhaps the most unusual fall semester for American students in generations.

What these schools have in common is an emphasis on safety, and on making sure students know their own responsibilities in keeping COVID-19 infections low — and keeping the campus experience alive, in whatever curtailed form it might take.

WNEU’s Gross is confident it’s a message they will understand.

“You’re not doing it for yourself, but for other people. And that’s such a positive message we can send,” he told BusinessWest. “That’s why human beings are on this earth, to care for one another and take actions that help the community. We hope that value is something that’s embraced by our students. It’s an amazing opportunity to learn and grow and take actions to help others.”

Joseph Bednar can be reached at [email protected]

Coronavirus Special Coverage

Finding Meaning

Kay Simpson

Kay Simpson says the top priority before reopening Springfield Museums was making sure both visitors and staff would be safe.

“Kissing Through a Curtain” is an exhibit of 10 contemporary artists, dealing with communicating and translating across borders, how people interact, and the meaning behind words. It was hung at the Massachusetts Museum of Contemporary Art (MASS MoCA) in March, a few days before the museum closed due to COVID-19 — and there it has hung, dormant, ever since.

“The curator of that exhibit recently changed the introductory text to note that the questions the exhibit asks feel even more urgent now than they did three or four months ago when the exhibit was originally scheduled to open,” said Jodi Joseph, the museum’s director of Communications.

Visitors have agreed, she added, citing a conversation she had with a family of regulars from Boston the week museums were allowed to reopen to the public.

“Heading out, the mom in the group said, ‘oh, gosh, it has so much more meaning now,’” Joseph told BusinessWest. “That’s truly contemporary art. It reflects our time and what we’re going through.”

What museums have been going through is nothing to celebrate. Shutting down for almost four months is a financial strain for any cultural attraction, no matter how large or small.

“For many smaller museums, the financial impact has really been catastrophic,” said Kay Simpson, president of the Springfield Museums, adding that her organization was fortunate to receive not only a Paycheck Protection Program (PPP) loan, but generous contributions from a private donor and a foundation to help get through the past four months.

“One of the things people loved is all the interactive exhibits we provided, both permanent and traveling. Of course, now, we’ve had to be very careful about that.”

“It was an agonizing decision to shut down. At the beginning, we thought it would be for three weeks, and we’d be able to reopen,” she said, adding that conversations with other museums, followed by Gov. Charlie Baker’s shutdown order in late March, made the actual picture much clearer.

“It was really hard. It has just been an experience like no other,” she said. But thanks in part to the PPP loan and those donations, “we were able to sustain our operation through the closure. And now we’re reopening, but it’s on a limited basis. We’re very, very concerned about making sure this is a safe environment for our employees and our volunteers, as well as our visitors.”

It’s important they feel safe and return, Simpson added, if only because of what this set of museums means to the city and region.

“They’re unique and can’t be replicated at other settings — it’s an incredible complex that has served the city of Springfield for more than 160 years and is constantly evolving,” she said. “It attracts people of all ages and all backgrounds, engaging in learning experiences alongside each other — it’s a place where people come together, and it’s joyful and also educational.”

And, at long last, open to visitors.

Safety First

Not that it was easy getting to that point, of course. Museums across Massachusetts had to adhere to very specific guidelines outlined in phase 3 of Baker’s economic reopening plan, as well as their own sense of what visitors needed to feel comfortable enough to return.

Both Simpson and Joseph outlined measures at their facilities ranging from signs reminding people to wear masks, wash their hands, and stay six feet apart to plexiglass barriers and one-way directions at certain areas.

“One of the things people loved is all the interactive exhibits we provided, both permanent and traveling. Of course, now, we’ve had to be very careful about that,” Simpson said, noting that one nod to the new reality is the Yop, a Dr. Seuss character but also a new cell-phone app packed with maps, scavenger hunts, and self-guided tours that lend some interactivity to the museums in a safe way.

“We anticipate families will be among first visitors, and older adults will follow once they feel more comfortable,” she added, noting, of course, that what we know about COVID-19 has evolved, and is no longer recognized as dangerous only to older people.

MASS MoCA

Jodi Joseph says the wide spaces at MASS MoCA make physical distancing easier than at many places where people gather.

“We took COVID-19 very seriously, and we’ve engaged in months of planning,” Simpson said. “Even though we were closed, our staff worked very hard behind the scenes. We had staff talking to other museums, sharing best practices, attending webinars and conference calls, reading CDC guidelines — all to understand how we can safeguard our environment. It’s not like a classroom setting; it’s not like a retail setting — it’s a very different set of physical environments that we needed to think about very carefully.”

In addition to the basic rules around masks and distancing, MASS MoCA visitors who experience fever-like symptoms while at the museum are asked to self-identify to staff, and to enable contact tracing, should that be necessary, all ticket buyers are required to provide contact information and names of everyone in the party — both ways to prevent isolated infections from becoming community problems.

That said, the galleries themselves are massive — “we measure our gallery space by the acre here,” Joseph said — but high-traffic areas like stairwells are now one-directional, the entrance and exit have been separated, and the admissions desk has moved outside, accepting no more than 75 timed tickets every half-hour to keep crowds at state-mandated levels.

The museum, at one point, was considering five different scheduling plans for those galleries, which were gradually whittled down to one plan as the reopening date became more crystallized. Joseph credited state Sen. Adam Hinds and Jonathan Butler, president and CEO of 1Berkshire, for keeping the museum abreast of what was happening at the state level.

“As guidance about the hospitality and tourism sectors started to come down in late spring, we had a pretty good sense of when we’d be open, and we were able to come up with an exhibition calendar that made sense,” she explained.

“We learned lessons from the closure; we came to understand we need this online presence, and it needs to be developed on a parallel track with our on-site experiences.”

Like many museums, MASS MoCA has a long exhibition cycle that’s planned out well in advance, so most installations were ready to go this month. Meanwhile, the museum staged its first concert last week, for an audience limited to 100 — including staff — in a space that can typically pack in 4,000.

For the region’s live-music scene, it’s a welcome start. MASS MoCA alone usually hosts performing-arts events 40 weekends per year, and about half its resources go toward supporting the performing arts, mostly emerging artists.

In short, it’s tough when everything shuts down.

“MASS MoCA is a landlord — we have between 30 and 40 tenants on our 16-acre, 28-building former factory campus,” she noted, and a core group of employees remained on site to manage them, but also reach out virtually with daily ‘art moments’ — “like a greatest hits of MASS MoCA, some fan-favorite exhibitions. We wanted to remind people how great it would feel to be back here, walking these halls, reflecting in the galleries, taking in performances on our stages all across campus.”

It was in many ways “an excruciating few months,” she added, yet the museum staff was inspired at times, too.

“Visitors kept in touch not just with donations, but with deeply felt personal messages telling us how much MASS MoCA means to them, or sharing landmark memories from their own lives that have taken place within these walls,” she told BusinessWest. “As our hearts were aching from being closed and dealing with all the daily troubles of the world, we were also reassured by all the gratitude and appreciation folks were showing the institution, even though we weren’t able to welcome them inside.”

That said, Joseph was thrilled to see more than 1,000 people arrive on opening weekend. “Everyone who showed up said things like ‘thank you, I’m so glad you finally opened’ and ‘I’ve been dying to get back here.’”

Virtual Lessons

Springfield Museums stayed connected to fans as well by bolstering its virtual museum offerings online, Simpson said, from online classes to video demonstrations of collections and exhibitions, to staff videos showing parents how to do activities with their kids at home.

“We learned lessons from the closure; we came to understand we need this online presence, and it needs to be developed on a parallel track with our on-site experiences. So there is innovation that has come out of this,” Simpson said. “Out of something that no one wanted came positive results that can help shape what we do in the future and help us be better.”

That said, she was quick to add that “we strongly believe having people come down to the museums and engage in on-site experiences is really what we do well, and it’s our greatest contribution to our community and people who come to us from all over the region — and across the country and all over the world.”

She’s confident they will come from afar again, though it might take some time. “We might need a vaccine or successful treatments before people feel really confident about being together in the way they were before the pandemic.”

Joseph knows they’ll return, too, whether it’s to see art, like “Kissing Through a Curtain,” that shines a light on today’s world, or, conversely, to get away from reality, especially when that reality has been living in isolation for months on end.

“We want our institution to be a place of respite and a place where people can reflect on their shared experiences — and a place to escape, if that’s what they need. Leave the cares of the world behind and take a moment to be with art. That was our great hope when we reopened the doors.”

Joseph Bednar can be reached at [email protected]

Coronavirus Special Coverage

Solid Proof

Mike Quinlan

Mike Quinlan says the pandemic has ratcheted up online orders and curbside pickup, while generating an increase in overall consumption of alcohol.

Some are calling it the ‘drinking at home’ phenomenon — a reference to how people who can’t go to bars, nightclubs, or (until recently) casinos have been doing all or most of their imbibing at their residence instead.

Others are calling it the ‘drinking while working at home’ phenomenon, and that’s another story, one that has a number of employers understandably concerned.

Whatever it’s called, it’s a fact that people are not going out to drink nearly as much as they did BC — before COVID. And they’re drinking more, by most all accounts — according to a Morning Consult poll of 2,200 U.S. adults conducted in the spring, 16% of all adults said they were drinking more during the pandemic, with higher rates among younger adults — and for reasons ranging from coping with all the additional stress from the pandemic to not being in the office for eight or nine hours a day, to being able to stay up later on ‘school nights’ because they don’t have to dress for or commute to work in the morning.

All this has created opportunities for some area business owners, especially liquor-store owners — always deemed essential by the governor — who have seen sales volumes rise (in some cases dramatically) and a number of trends emerge.

That list includes everything from more bulk purchases to buying less-expensive items to keep overall spending down; from ordering online to getting items delivered or picking them up at curbside.

“April, May, and June were just … crazy,” recalled Sean Barry, owner of Four Seasons Package Store in Hadley. “It was just constant — the phone ringing off the hook some days, and you never knew when your busy days would be.”

Mike Quinlan, fine wines manager at Table & Vine in West Springfield, agreed. He said overall business volume has increased, as have visits to the store, but what has really ratcheted up has been online ordering and curbside pickup. The company has always featured the former — it’s been especially popular with wine buyers — but not the latter until the pandemic created a huge need for it.

“April, May, and June were just … crazy. It was just constant — the phone ringing off the hook some days, and you never knew when your busy days would be.”

“The impact on our business for online orders went up dramatically — it was a huge increase in the number of orders we were getting,” he said last week, noting that, while it has tapered off lately as restaurants have reopened, recent holidays, such as the Fourth of July, saw huge volume, and orders continue to flow in. “There’s a stack of orders for us to pick today, and then we keep up with it throughout the day.”

For others, this trend, which would appear to have some staying power — because, in this state, bars won’t open until there’s a vaccine, and in others where they’ve opened, they’re closing down again — is simply shifting business from one type of client to another.

Indeed, Paul Kozub, founder of Hadley-based V-One Vodka, said that, while his sales to liquor stores are certainly up — 30% to 40% over last year, by his estimation — sales to restaurants and bars are way down. And the scale is not exactly balanced because the latter has traditionally been the source of more business than the former, especially at certain times of the year, like spring, when COVID-19 shut most everything down.

Paul Kozub

Paul Kozub says that, while the pandemic has certainly increased sales of his vodka in liquor stores, that hasn’t made up for the losses he’s incurred at bars, restaurants, and events.

“In March and April, I lost 50% of my business because I do so much in bars and restaurants during those months, while I do a lot more in liquor stores in November in December, so that was quite a shock,” Kozub said. “The package stores are up, but that certainly doesn’t make up for what we’ve lost in those bars and restaurants.”

Overall, as with most sectors of the economy, the pandemic has created some opportunities for those making and selling spirits, and also eliminated others. For this issue, we take a look at how the numbers provide some hard proof — yes, that’s an industry term — of how buying and consumption habits have changed.

Case in Point

Barry, like many liquor-store owners, reduced his hours early in the spring and closed earlier at night. There were many reasons for this, he said, listing fewer people being on the roads, the fact that almost all surrounding stores were closed, and a desire to limit the risk of exposure to customers and employees alike.

But there was also what he called simply the “fatigue factor.”

“My staff was just overworked, so we needed to cut back,” he explained, noting that, while things have settled down somewhat since then, with restaurants now open, many people are still wary about going to such eateries, and in the meantime, large numbers of people continue to entertain and, yes, work from home.

Which means they’re buying more at the liquor stores. And their buying habits are changing in all kinds of ways, said Barry and Quinlan, noting that in-person visits are still popular, but curbside is flourishing as an option, and delivery, offered by some but not all, has certainly gained significant traction as well.

And while business is up generally, there have been periods of especially heavy volume, including some holidays that have historically been dine-out occasions but are now, like most things, stay-at-home affairs.

“When Mother’s Day came, and Father’s Day … those are occasions where a lot of people go out to a brunch or something like that — but not this year,” Quinlan said. “And so we saw our business jump significantly during those weeks when people would be having meals at home instead.”

Barry noted that, while it’s logical to assume that the closing of the five colleges located near his store in the middle of the spring semester would certainly have impacted his bottom line, he said that’s not really the case.

That’s because the vast majority of students are underage, he noted, and also because his store, unlike some in that area, does not directly market to the college crowd.

But the crowd it does cater to is definitely buying more these days, adding that he’s seen several trends develop. One is that many people — meaning those who can — are buying in bulk, on the theory being that, as with trips to the supermarket, many are trying to make as few as possible.

“What’s of note to us is that, in the wine department, the average price of a bottle that we’re selling has gone down a little bit. People who would drink a bottle or two of wine a week were now drinking three or four bottles a week, so they’re spending less on those bottles.”

So they’re coming less often, and they’re also buying in larger quantities, which is better for them than it is for the liquor-store owner.

“Sales are up, customer counts are pretty flat, and overall, net profit is slightly down,” Barry said. “That’s because everyone is buying bulk items and taking advantage of case discounts and all that stuff.”

Quinlan concurred, to a point. He noted that, while buying the large, economy sizes, or full cases of products, is less profitable for the store, Table & Vine — and other stores, he presumes — have been able to sell more in fewer hours, thus yielding greater overall productivity and profitability.

But while consumption of alcohol is increasing — statistics nationally confirm that — overall spending in individual households may not be. People are buying in bulk, as noted, but they’re also buying less-expensive items in some cases.

“What’s of note to us is that, in the wine department, the average price of a bottle that we’re selling has gone down a little bit,” Quinlan said. “People who would drink a bottle or two of wine a week were now drinking three or four bottles a week, so they’re spending less on those bottles; the number of bottles we’re moving has increased significantly.”

Mixed Results

As for what people are buying … it’s generally across the board, said Barry, noting that wine and vodka probably represent the biggest increases.

Speaking of vodka, Kozub, while referencing the shifts in consumption and buying and some changes at his company as it expands nationally, said the pandemic has certainly helped his business in some ways — but definitely hurt it in others.

Indeed, while he’s done much better with liquor-store sales — in large part because the company is now working with a distributor, which has opened a number of new doors — he’s suffered greatly from not having bars, restaurants, and other gathering spots — from the Hadley American Legion to the South Deerfield Polish Club; from MGM Springfield to the Big E — open for business.

And there are other missed opportunities as well.

“We were going to be the official vodka of the Pro Football Hall of Fame,” said Kozub, noting the company’s current push into Ohio, where that shrine is located (in Canton). “And we were going to sell a lot at the induction ceremony and Hall of Fame Game, but that just got called off.”

As for his liquor-store business, he’s been helped by the work-from-home and stay-at-home trends, and also by ‘Zoom mixology’ sessions, as he called them, Zoom happy hours, and other vehicles to educate the public, bring them together (online, at least), and share experiences somewhat like being in their favorite bar.

Meanwhile, as noted, the distributor he’s hired has certainly reduced the profitability of each bottle he sells in his liquor store, but it has greatly increased volume.

“Without the change to a distributor, we would be down 40% overall for the year,” Kozub said, emphasizing, again, just how much he’s lost through restrictions on people gathering in large numbers or confined spaces.

And this ongoing trend — and even taking steps backward in some states, including Florida, Texas, and others — is slowing V-One’s efforts to go national.

“We’re going to do Ohio and Michigan next, but we’re going to wait a little bit for Florida, Texas, and California,” he said, adding that those states, among the current hot spots, are closing many of the bars and restaurants that were open just a few weeks ago. “The timing of us going national is good in some ways, but tough in others.”

Meanwhile, in the current climate, getting into new liquor stores and expanding that footprint, which is among Kozub’s many goals, is somewhat of a challenge.

“The liquor stores are so busy that they’re not necessarily excited about bringing in new products right now,” he explained. “Because they’re selling everything they have, they’re selling a lot of the staples — the brands people know.”

Beer with Us

This is yet another emerging trend at a time when there have been many changes when it comes to what people are buying, when, where, how, and in what quantities.

The pandemic has certainly changed the landscape in so many business sectors and aspects of society — and alcohol is just one of them.

For some businesses, this will be a vintage year — another industry term — while for others, like Kozub, it will be a mix of new opportunities and lost opportunities, with the former hopefully outweighing the latter.

And, as with those other sectors, it’s a matter of waiting and seeing what happens.

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

Community Spotlight

Community Spotlight

By Mark Morris

While communities nationwide continue to grapple with what he calls the “grumpy cloud” of COVID-19, Westfield Mayor Donald Humason is looking to project a little sunshine.

“A lot of it has to do with the attitude in Westfield,” the mayor said. “We’re optimistic, and we want people to come to our community because it’s a great place to live, work, go to school, and run a business.” 

Kate Phelon, executive director of the Greater Westfield Chamber of Commerce, agreed, and wants everyone to know Westfield is open for business.

Kate Phelon

Kate Phelon says the Greater Westfield Chamber remains strong and active, and has even welcomed some new members.

While the chamber remains strong with more than 5,000 members, two new businesses have recently joined. Play Now, a new toy store on Silver Street, and Results in Wellness, a health and wellness clinic on Springfield Road, were both planning ribbon-cutting ceremonies at press time. Also scheduled to open is a Five Below store, where everything is priced between $1 and $5.

“New business openings are a great thing to see, especially during these times that are so challenging for everybody,” Phelon said.

After many months of not being able to hold any chamber events, she’s also excited about hosting the annual chamber golf tournament, scheduled for Aug. 31 at East Mountain Country Club. “We will, of course, be following all the guidelines for masks and distancing. It certainly helps that this is an outdoor event.”

Speaking of outdoor events, the Westfield Starfires began their Futures Collegiate Baseball League season on July 8. The team modified Bullens Field to provide a safe experience for fans and staff by following state guidelines for COVID-19 safety. Phelon attended as part of a contingent of chamber members and reported that fans simply wore their masks and were able to enjoy refreshments at properly distanced picnic tables.

“We’re optimistic, and we want people to come to our community because it’s a great place to live, work, go to school, and run a business.”

Considering what’s already been lost in this unprecedented year, the shout of ‘play ball!’ was certainly welcome — and city and chamber officials hope it heralds the start of a back half of 2020 that’s far more promising than the first half.

Full Power

While it was uncertain if the Starfires would be able to play this season, the crew at Westfield Gas & Electric never stopped.

General Manager Anthony Contrino said his crews have consistently provided essential services for customers of the municipal utility. After a crash course on handling COVID-19 in the workplace that kept people safe and followed state guidelines, G & E crews have handled only emergency situations for the last several months. More recently, the utility has been able to handle non-emergency work like in-home gas and electric installations.

Contrino said the many disaster-recovery drills he and his colleagues have done in the past helped prepare them well for COVID-19.

“We’ve had a lot of remote-workforce capabilities in place, but they’ve never been tested to this degree,” he said, calling it a “blessing in disguise” as the last several months confirmed that the processes they had set up work when they are most needed.

Administrative staff returned to their offices at the end of June after the building was reconfigured with the latest pandemic protocols in place.

“I commend my co-workers, who have done a very good job during this time for their service to the city and all of our customers,” Contrino said, adding that Westfield G & E received the Reliable Public Power Provider Award for excellence in operating efficiently, reliably, and safely.

Westfield

Westfield Mayor Don Humason says he has heard from business, both downtown and elsewhere, looking to expand once they feel they can.

Whip City Fiber, a separate business that provides fiber-optic internet service, is also run by Westfield G & E. Contrino said 70% of Westfield now has access to the utility’s fiber-optic network. “In 2020, we have continued to add customers to areas that have access to fiber optics in their neighborhood.”

The plan going forward is to expand the network to the remaining 30% of the city. “Customer demand will determine where we build out the remainder of the network,” he noted.

In addition to serving Westfield, Whip City Fiber is working with 19 towns in Western Mass. to establish their internet service, Contrino added. “We are working in places like the hilltowns that were underserved with internet service, so they are appreciative that we can help them get up and running.”

Once established, customers in the hilltowns will have access to gigabit service, or 1,000 megabits coming into their homes. By installing fiber optics, Contrino said, these towns are “future-proofing” their internet systems. “We already had the competencies in place to build fiber-optic networks, so by expanding our services to other towns, we become more cost-effective for Westfield residents.”

Getting Around

On the recreation front, the Greenway Rail Trail, an elevated bike path, is expanding across the city. By the end of next year, bike paths and five bridges will be added to the trail.

“The completion of the bike trail will be a real economic driver for Westfield,” Humason said. “I think it will attract cyclists from other parts of the country, as well as the state.”

Phelon added that serious cyclists will be able to ride continuously from Westfield to New Haven, Conn., and the trail is a valuable asset for casual cyclists as well.

“Bike riders will now have a way to quickly get across town because the trail goes through the center of Westfield,” she noted. “Because it’s elevated and above all the traffic, they will be able to go from one end of town to the other, complete with off-ramps into different neighborhoods.” 

“New business openings are a great thing to see, especially during these times that are so challenging for everybody.”

The mayor is hopeful that enterprising businesses will locate near the bike trail to serve the bikers, walkers, and others who use it.

“The bike trail fits in nicely with the flavor of old Westfield and our history of industry and agriculture,” he said. “Even if you’re not interested in all that, it’s an easy way to get across town.”

Humason said he’s pleased to see that a number of road improvements over the years now connect the downtown area from the south side of the city all the way to the Mass Pike exit.

The latest road project near completion involves widening and adding sidewalks along Western Avenue. The project also improves traffic flow with turning lanes into Westfield State University, as well as pull-off areas for PVTA buses.

“Western Avenue is one of the longest streets in the city, and it deserved to get this treatment,” the mayor said, adding that certain parts of the road also have traffic islands to separate the east and west lanes. “It’s an easier road to drive now, and it looks really nice.” 

The mayor said the city completed a similar project on East Mountain Road, another long street. “If we continually work on the longer streets and keep them in good order when we have the revenue, we can work on the smaller streets in the neighborhoods and the downtown corridor, so we can keep the city in good shape.” 

Future projects coming to Westfield include a new entry gate to the military side of Barnes Airport to service the both the Army Aviation facility and the Air National Guard base. The new entrance will allow the base to modernize function and security for everyone entering the base.

A public park is also planned just outside the gate that will feature one of the F-15 fighter jets that flew over New York City on 9/11. A plaque to tell the story of the jet’s mission on Sept. 11, 2001 will also be part of the display.

Moving On

Also in the near future, Phelon will be retiring from the Greater Westfield Chamber. Before she leaves on Sept. 25, her plan is to work with the new executive director to ensure continuity in the many chamber projects.

“I want to make sure the next director understands our community, as well as our members, and can work with our public and private partners at the local and state level,” she said.

Despite the tough economic times of the last six months, prospects for Westfield look strong, she told BusinessWest, adding that she’s encouraged by the fact that no businesses have decided to not reopen. Meanwhile, Contrino said his crews have not been asked to shut off any business customers because they are permanently closing. Humason said he’s heard only from businesses looking forward to expanding once they can.

“Like many towns, we’re going through the COVID economy, but that’s not going to last forever,” the mayor said. “We’ll be ready to grow when the restraints have finally been taken off because the people in Westfield have put a lot of time, attention, and money into its city and its downtown.”

Education

‘This Is Our Moment’

Sandra Doran

While the pandemic presents a number of challenges, Sandra Doran says, it might also create opportunities for Bay Path University.

Sandra Doran says her family has long been attracted to careers in education and the law.

One great-grandfather traveled from New York to Colorado and set up the first one-room schoolhouse in that state, she noted, while her grandfather was superintendent of a school district in New York City, and her mother was a music teacher. And her other great-grandfather was a bankruptcy lawyer, kept especially busy during the Great Depression.

So it’s logical she would take one of those career paths. Actually, she took both.

Indeed, after serving as chief legal officer for Shaw’s supermarkets, she later served as vice president, general counsel, and chief of staff at Lesley University in Cambridge. And it was that position that eventually inspired a full shift to higher education — although she always calls on her legal background — and put her on a path to … Bay Path University and its president’s office.

“At Lesley, I came to realize that higher education was my passion, and my calling,” said Doran, who’s been handed the attractive, but perhaps also daunting, assignment of succeeding Carol Leary and building on the strong foundation she built during a 25-year tenure that saw the college become a university and expand in every way imaginable.

She arrives at Bay Path at a critical juncture, when several powerful forces are colliding — stern challenges in higher education that started emerging years ago; the COVID-19 pandemic, which is exacerbating those challenges and creating new ones; a financial crisis; and a nationwide focus on racial justice.

“This is a historical leadership opportunity for all of us — how we lead through the months and years ahead is really going to define what kind of community we are, how resilient we are, and now adaptive and nimble we are.”

This collision of crises, as Doran called them, presents a real test — actually, several of them — but also opportunities for the school, and higher education in general.

“This is a historical leadership opportunity for all of us — how we lead through the months and years ahead is really going to define what kind of community we are, how resilient we are, and now adaptive and nimble we are,” said Doran, adding that she believes Bay Path is well-positioned to be a leader during this time of crisis, introspection, and profound change, and that she is looking forward to the challenge of helping it play that role.

As she talked with BusinessWest at a small table positioned on the lawn behind the college’s administration building, Deepwood Hall — a nod to social distancing and keeping safe during the pandemic — Doran talked about the college’s plans for reopening this fall. It will embrace what many are calling a hybrid model blending online and in-person classes, with far more of the former. The plan, overall, is to “de-densify the campus,” as she put it, with a limited number of students living on campus, all in single rooms.

But mostly, she talked about this convergence of crises and how, rather than be a roadblock or even a speed bump, it could serve to accelerate the process of Bay Path’s emergence as a leader not simply in remote learning — only she doesn’t call it that; she prefers ‘technology-assisted learning’ — but in guiding students to fulfillment of their goals and ultimate success in the workplace. And also accelerating the process of creating systemic change in how higher education carries out its mission.

For the school, this opportunity to further cement its reputation as a pioneer and frontrunner in remote learning has been confirmed by the large number of colleges and universities calling to seek assistance as they establish or build their own programs (more on that later).

And for higher education, the pandemic presents a unique if not entirely welcome (at some schools) opportunity to rethink and perhaps reinvent many aspects of a college education and put more (and much-needed) emphasis on cost, access, and pathways to success in the workplace, and less on the on-campus experience (more on that later as well).

For all of this, Bay Path is well-positioned, if not uniquely positioned, to grasp these opportunities.

“This is our moment at Bay Path,” she said with noticeable energy in her voice, “because we’ve always been that place where students come to further their career ideals, and we’re going to continue to provide that opportunity.”

For this issue and its focus on education, BusinessWest talked at length with Doran about what she ultimately called “an exciting moment in time,” and all the reasons that make it so.

School of Thought

When asked what appealed to her about Bay Path and its presidency, Doran said, in essence, that there was little, if anything, that didn’t appeal to her.

Indeed, she said the once-struggling two-year college that was resurrected and then taken to dizzying new heights during Leary’s tenure represents an opportunity that brings together her collective passions and many of the initiatives that have marked the latter stages of her career.

These include women’s education, technology and technology-assisted learning, entrepreneurship, and innovation.

Sandra Doran, seen here with a student

Sandra Doran, seen here with a student on Feb. 27, the day she was introduced to the campus community, embraces the challenge of building on the foundation built by her predecessor, Carol Leary.

“This opportunity is a perfect fit and really the culmination of all my professional work,” she explained. “I’ve had the opportunity to lead a women’s college, so I understand the value of a women’s education. But another part of my background involves adaptive learning and the power of online education to really bring out the best of everyone in terms of mastering the subject matter and ensuring that everyone has a voice. I’ve also led a software company and been an entrepreneur. This opportunity brings all that together, and that’s why it’s a perfect fit.”

A quick recap of her career to date will explain why she said that.

We start at Shaw’s, where Doran, in addition to her work as general counsel, oversaw the company’s portfolio of mergers and acquisitions, which included the acquisition of Star Market Inc.

Later, at Lesley, which she also served as general counsel, she came to that realization that higher education was a passion, one that led her to pursue and then garner the role of president of American College of Education, an online doctoral institution serving more than 3,500 students.

From there, while serving as an entrepreneur in residence at Stevens Institute of Technology in Hoboken, N.J., she served as the CEO of Castle Point Learning Systems, a Stevens Institute-supported educational technology startup that had developed an instructional framework for calculus, enabling students and teachers to develop a more robust foundation for higher-level mathematics.

Concurrently, she took a position as National Policy director for the New England Board of Higher Education, where, among other responsibilities, she created and implemented an innovative initiative for multi-state collaboration to increase educational attainment and access for students through online, hybrid, and distance education.

Her career then took another intriguing turn when she was appointed president of Salem Academy and College in North Carolina, the country’s oldest women’s college, founded in 1772. There, she put the school on firm financial footing, developed a strategic plan, and initiated several new programs, including an entrepreneurial makerspace in downtown Winston-Salem where students could work directly with the city’s innovation ecosystem.

As noted earlier, while education has become her career, she calls on her background in law on an almost daily basis, and finds that the two professions coexist effectively.

“One of the great roles of lawyers is to educate,” she explained. “It’s to educate clients, to educate themselves, to mediate, to bring people together, to critically analyze the data and synthesize the data, and communicate. Lawyers are problem solvers, except for the high-profile ones, which are litigators; most lawyers are solving problems.”

When a search firm called last year to gauge her interest in the Bay Path position, she responded enthusiastically, and for the reasons — and passions — mentioned earlier.

“I was familiar with the pioneering aspects of Bay Path — it was one of the first institutions to immerse themselves in the online education experience and understand what that could provide for our students,” she explained, adding, again, that she viewed this opportunity as the culmination of all the career work that had come before it.

Many schools don’t have an online presence at all, and so imagine their consternation when faced with this pandemic. It’s interesting that other liberal-arts colleges are reaching out to us and looking to us as being able to provide that kind of education.”

Since arriving on campus late last month, Doran, while working with staff on the reopening plan, has also been trying to meet with local leaders and the campus community alike — in COVID-mandated ways, especially phone calls and Zoom meetings.

It’s not the same as meeting people in person, but it’s been effective in that she’s getting to know and better understand the community the school serves. And this work continues with an initiative she calls “Let’s Come Together: Virtual Conversations with President Doran.”

“I’m eager to get to know my colleagues, and they’re eager to get to know me,” she said. “So these are conversations we’re conducting virtually, almost one a day — so faculty and staff have an opportunity to sit and talk and learn about each other. It’s a great opportunity for me to learn about our staff and faculty and what excites them about Bay Path, and, frankly, to learn about areas of strength and areas we need to improve.”

Course of Action

Doran was introduced to the Bay Path community on Feb. 27, just before the school sent its students home for the semester and essentially closed the campus. By the time of that announcement, it was already becoming clear that the approaching pandemic could alter the calendar and impact lives — but no one could really have predicted just how profoundly the landscape would change or how schools would be challenged by the virus.

As the story on page 17 reveals, schools have been spending the past several weeks carefully putting together reopening plans for the fall that incorporate a host of different strategies.

For Bay Path, the assignment, while not easy by any stretch, was made less complicated by what could be called the school’s head start when it came to online programs. Its first fully online graduate program was the MS in Nonprofit Management & Philanthropy, launched in 2007, followed by other online graduate programs for men and women and the fully online bachelor’s-degree program offered by the American Women’s College.

Bay Path’s plan, blueprinted with the help of a 75-member task force, calls for essentially cutting the number of students living on campus by half — down to roughly 200 — and conducting most courses, except those with some lab component, online. It’s a plan the school feels comfortable with because so many of its students were already learning remotely.

“It’s an environment where we’re making decisions with imperfect information — our environment is changing on a weekly basis, if not on a daily basis,” Doran noted. “So we’re going to be ready to pivot if we need to, but we feel strongly that we’ve got the right plan in place.”

This head start with remote learning has certainly caught the attention of others in academia, she added, noting those phone calls and e-mails seeking Bay Path’s assistance with online programming and inquiring about potential partnership opportunities.

“We’ve had several schools reach out to us to ask if they can enroll their students in our courses or think about ways we can partner,” she told BusinessWest, noting that inquiries are coming from institutions across the country. “Many schools don’t have an online presence at all, and so imagine their consternation when faced with this pandemic. It’s interesting that other liberal-arts colleges are reaching out to us and looking to us as being able to provide that kind of education.

“They want to learn from what we’ve learned,” she went on. “So it’s exciting to be in that position of being able to share what we know, what we’ve learned about how to provide the best opportunities for students.”

And these phone calls represent just one of the opportunities, a strange word to use in this climate, to arise from the pandemic, said Doran, adding that she chooses to look upon them in that light.

“We have an opportunity to rethink how we meet the needs of students whose ideals and thoughts around higher education are changing in the midst of everything that we’re dealing with,” she said. “So, just as the pandemic is impacting every single person in terms of how they think about their own career and their own lives, our students are doing the same thing.”

Elaborating, she noted that fewer than 20% of those attending college today are having what would be called a traditional college experience, meaning a four-year school and living on campus.

“The other 80% attend a very different — and have a very different — college experience,” she went on. “And one’s not better than the other, but I think there’s a new reality that higher education is embracing that’s focusing on the academic part of the experience, the part of the experience that enables students to have productive careers and move forward with their life goals and their life dreams.

“And that’s what Bay Path has always been — our mission is rooted in this idea that we want to provide career paths,” she continued, noting, again, that the school is well-positioned to embrace this new reality, as she called it, and this is reflected in enrollment numbers for the fall, which are quite solid at a time when many schools are struggling.

“We have — and this is another strength of Bay Path — a very diverse set of students,” she said. “We have students who are only online students, so they were never contemplating coming to campus, so we feel secure in those enrollments; we have graduate students, many of whom are online, so we feel secure in those enrollments; and our undergraduate enrollment is up for this fall in terms of deposits and commitments. We’re feeling very confident, and we’ve had a good response to our plan.”

Overall, the school is on solid financial ground, Doran said, and in a good position to withstand the challenges created by the pandemic.

“The finances around higher education are always challenging,” she explained. “The pandemic has certainly raised another level of gauze around all this, because it’s hard to see through and see what the next steps are. But we have a number of task forces looking at the long-term aspects, and, overall, we see some opportunities.”

Bottom Line

Looking ahead … well, Doran acknowledged it’s difficult to look very far ahead in the era of COVID-19.

Her immediate goals are to continue building on the foundation that Leary has built and develop new growth opportunities for a school that has come a long way in the past quarter-century.

And rather than somehow slow or stifle those efforts, this convergence of crises that greeted her upon her arrival may, as she said, actually serve to accelerate that process.

As she noted, “this is our moment.”

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

Health Care

Improved State

Dr. Andrew Artenstein

Dr. Andrew Artenstein says the state’s slow, cautious reopening has effectively blocked some of the paths COVID-19 might take, thus slowing transmission of the disease.

In many respects, Dr. Andy Artenstein says, the COVID-19 virus acts like water in the home in that, if there are leaks, it can go where you don’t necessarily want it to go and cause major problems.

“Water will always find a path,” Artenstein, chief physician executive and chief academic officer at Baystate Health, told BusinessWest. “But if you block off all the paths, you have a chance; it’s the same with the virus.”

With that, he worked to explain why it is that Massachusetts, more than most of the other 50 states at this particular moment in time, is seeing the number of hospitalizations and deaths stemming from the virus decline sharply. In short, and in his view, the residents of the Commonwealth are essentially, and somewhat effectively, blocking off the paths the virus might take.

“We live in a society where there’s free mobility — that’s one of the things we love about our society. But it’s also one of the things that puts us at risk when there’s a transmissible agent rooted in this society,” he explained. “And this one is clearly here; it’s clearly transmitted in our community. It has not gone away; it’s just that, if viruses don’t get transmitted from person to person … if the virus has nowhere to go, it puts a wall from that root of transmission. You start to block off transmission paths.”

This was Artenstein’s way of explaining why, as one looks at a map of the country charting cases, hospitalizations, and deaths from the pandemic, Massachusetts is colored or tan or pink, while so many other states, especially in the South and Southwest, are dark shades of red, indicating they are hot spots.

Robert Roose, chief medical officer at Mercy Medical Center, gave essentially the same account.

“Massachusetts, along with a few of the other states here in New England, like Connecticut, New Hampshire, and a few others, seem to be solid, if not shining, examples of how a state encompassing multiple different communities can effectively slow down the rate of transmission of the coronavirus,” he said. “More than 40 other states are seeing significant increases in numbers of new infections, while here, over the past several weeks, we have not seen that increase; rather, we’ve seen a plateauing at a very low level.”

“Massachusetts and other states now doing well have been cautious in giving guidance to residents about limitations on travel and quarantining of individuals who have come from other states where there are increasing numbers of infections.”

He punctuated those comments with some statistics from his facility. Indeed, he noted that hospitalizations stemming from COVID-19, which numbered in the 50s daily on average in April, the height of the surge in this region, were down in the 20s in May, then the single digits in June. Starting in early July, there were several days when there were no hospitalizations.

Clearly, the state is doing something right, or several things right, when it comes to blocking paths for the virus, and we’ll get to those. But this begs a number of questions — especially, ‘is this sustainable?’

The quick answer, said Roose and Artenstein, is ‘yes.’ But there are a number of caveats, especially as more segments of the economy reopen in more cities, including Boston, and as the new school year is poised to begin. In their view, the Commonwealth has acted prudently in not opening too much of the economy too quickly. Staying that course is essential, they said, adding that it appears the state is committed to the slow, steady, and safe method.

Meanwhile, travel is another key factor in this equation, both people from this state traveling to others and people from other states coming here — actions that create paths for the virus, rather than block them.

“Massachusetts and other states now doing well have been cautious in giving guidance to residents about limitations on travel and quarantining of individuals who have come from other states where there are increasing numbers of infections,” Roose said. “To me, that is likely to be the most significant factor going forward, because of the rates of infection in other parts of the country; interstate travel represents one of our most significant risks in terms of keeping our rates of transmission is this local community low.”

Dr. Robert Roose

Dr. Robert Roose says caution regarding travel will be one of many factors that will determine if the Bay State can continue its pattern of falling hospitalizations as a result of the pandemic.

But the biggest factor might be fatigue.

“It’s exhausting — for all of us; I’m not just talking about the healthcare side, I’m talking about life,” said Artenstein. “There are certain things that you just miss having as social human beings. But the longer you can sort of wait this out and stretch this out, the better off we’ll be.”

In other words, people can’t relax or think for a moment that maybe it’s time to start talking about the pandemic in the past tense.

As they talked about the state’s current status as a … let’s call it a cold spot for the virus, both Roose and Artenstein praised the Commonwealth’s approach to reopening, which has been described by both those supporting and criticizing it as slow and careful.

Pain Threshold

Artenstein had another word for it.

“It’s painful, because we all want to get back to a sense of normalcy,” he explained. “It’s exhausting that you can’t do what you like to do the way you used to do it, and eventually we will be able to. But this approach has paid dividends; you get used to a little bit of a new normal, but you also know that you’re moving toward something.”

Roose agreed.

“What I think Gov. Baker and the Executive Office of Health and Human Services have done very well is be cautious, rely very clearly and directly on the key data points, and move slowly but consistently through a phased reopening,” he explained. “In other states, governors had moved much more quickly, and we’re seeing the effects of that now; in many states, they’re seeing such significant increases that they’re moving backward and rolling back some aspects of their reopenings.

“It’s not to say that this same type of thing couldn’t happen here,” he added quickly. “But relying consistently on key data and reinforcing consistently the important public-health and safety strategies that we know are effective in reducing transmission — that has not wavered, and I think that has sent a very consistent and strong message to residents to continue to wear masks, be cautious with increasing your social circle, practice hand hygiene, and quarantine when you’re sick.”

As a result of the slow reopening plan and diligence with things like mask wearing, contact tracing, social distancing, and testing, the Commonwealth has effectively moved past the first wave of the pandemic — while other states have clearly not, said those we spoke with. It is now in what Artenstein called a “window,” where, he said, residents must be diligent about not backsliding when it comes to mask wearing, hand washing, keeping one’s distance, and other preventive measures, while also preparing for the second wave that most say is almost certain to come in the fall or winter.

“That’s just historically what pandemics do,” he explained. “They don’t all do that, but statistics will tell you that there will be at least a second wave if not more waves.”

What will those waves be like? It’s difficult to say at this point, said Roose and Artenstein, adding that a number of factors will dictate the level of infections and how well the healthcare community can respond to the next surge.

But in the meantime, and while still in this window, the state’s residents and business owners alike must continue to stay the course, the experts said.

“We still could do better in terms of how often people wear masks in pubic and follow the public-health recommendations,” said Roose, adding that state leadership must continue to reinforce those messages. “We know that when we give those recommendations and that guidance and it’s clear and connected to science, it helps, and it’s certainly important to be consistent about it, or people will have less inclination to follow them.”

Meanwhile, as the state proceeds with phase 3 of its reopening plan and eyes phase 4, testing will be another critical key to closing off paths the virus might take.

“I believe strongly that adequate capacity and widespread testing are critical for us to continue to move forward into phase 4 and into a state where the community is engaging as fully as it can,” Roose said. “That allows us to ensure that, if we do identify infections, we can mitigate the spread; widespread testing is really critical, and we’re not yet where we need to be, as state and as a country. We still could be doing more, and I think the ways we do testing will continue to get easier and more readily available, and that will help quite a bit.”

Artenstein agreed, but quickly noted that all the steps people have been taking — and hopefully will continue to take — only serve to slow or inhibit the spread of the virus. The virus is still there, and it will remain there until a vaccine is developed.

“You can temporarily shut down or limit transmission,” he said, “and then you have the chance for other things to kick in, such as therapies and better approaches to diagnosis and treatment. Those things take time, but they can get a chance to take root once you’ve already established those public-health principles.

“It’s pretty obvious that limiting public gatherings and staying the course has helped,” he went on, returning to the thought that, however painful and exhausting the last few months have been, the strategy moving forward for the state and all its residents has to be to continue to wait it out and, as he said, “stretch it out.”

Bottom Line

Turning the clock back 100 years, to the so-called Spanish flu, Artenstein said the second wave of that pandemic was more severe than the first in many parts of the country simply because communities eased off on restrictions and returned to what life was like before it struck.

“A lot has changed in 100 years — science, technology, people, etc.,” he told BusinessWest. “But one thing that hasn’t changed that much, in my opinion, is behavior. We may be able to further mitigate any future surge, just as we mitigated this surge, by adhering to public-health guidelines. If we can keep that up, and then get some help with testing, better contract tracing, better therapies, which will happen, and maybe a vaccine…”

He didn’t completely finish the thought and instead stressed that this ‘if’ is a very large one, and there are really no certainties when it comes to this strategy.

But the very best strategy at the moment, he stressed, is to string this out and close off those pathways the virus can take.

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

Coronavirus Sections Special Coverage

Improved State

By George O’Brien

In many respects, Dr. Andrew Artenstein says, the COVID-19 virus acts like water in the home in that, if there are leaks, it can go where you don’t necessarily want it to go and cause major problems.

Dr. Andrew Artenstein

Dr. Andrew Artenstein

“Water will always find a path,” Artenstein, chief physician executive and chief academic officer at Baystate Health, told BusinessWest. “But if you block off all the paths, you have a chance; it’s the same with the virus.”

With that, he worked to explain why it is that Massachusetts, more than most of the other 50 states at this particular moment in time, is seeing the number of hospitalizations and deaths stemming from the virus decline sharply. In short, and in his view, the residents of the Commonwealth are essentially, and somewhat effectively, blocking off the paths the virus might take.

“We live in a society where there’s free mobility — that’s one of the things we love about our society. But it’s also one of the things that puts us at risk when there’s a transmissible agent rooted in this society,” he explained. “And this one is clearly here; it’s clearly transmitted in our community. It has not gone away; it’s just that, if viruses don’t get transmitted from person to person … if the virus has nowhere to go, it puts a wall from that root of transmission. You start to block off transmission paths.”

This was Artenstein’s way of explaining why, as one looks at a map of the country charting cases, hospitalizations, and deaths from the pandemic, Massachusetts is colored or tan or pink, while so many other states, especially in the South and Southwest, are dark shades of red, indicating they are hot spots.

Dr. Robert Roose

Robert Roose, chief medical officer at Mercy Medical Center, gave essentially the same account.

“Massachusetts, along with a few of the other states here in New England, like Connecticut, New Hampshire, and a few others, seem to be solid, if nt shining, examples of how a state encompassing multiple different communities can effectively slow down the rate of transmission of the coronavirus,” he said. “More than 40 other states are seeing significant increases in numbers of new infections, while here, over the past several weeks, we have not seen that increase; rather, we’ve seen a plateauing at a very low level.”

He punctuated those comments with some statistics from his facility. Indeed, he noted that hospitalizations stemming from COVID-19, which numbered in the 50s daily on average in April, the height of the surge in this region, were down in the 20s in May, then the single digits in June. Starting in early July, there were several days when there were no hospitalizations.

Clearly, the state is doing something right, or several things right, when it comes to blocking paths for the virus, and we’ll get to those. But this begs a number of questions — especially, ‘is this sustainable?’

The quick answer, said Roose and Artenstein, is ‘yes.’ But there are a number of caveats, especially as more segments of the economy reopen in more cities, including Boston, and as the new school year is poised to begin. In their view, the Commonwealth has acted prudently in not opening too much of the economy too quickly. Staying that course is essential, they said, adding that it appears the state is committed to the slow, steady, and safe method.

Meanwhile, travel is another key factor in this equation, both people from this state traveling to others and people from other states coming here — actions that create paths for the virus, rather than block them.

“Massachusetts and other states now doing well have been cautious in giving guidance to residents about limitations on travel and quarantining of individuals who have come from other states where there are increasing numbers of infections,” Roose said. “To me, that is likely to be the most significant factor going forward, because of the rates of infection in other parts of the country; interstate travel represents one of our most significant risks in terms of keeping our rates of transmission is this local community low.”

But the biggest factor might be fatigue.

“It’s exhausting — for all of us; I’m not just talking about the healthcare side, I’m talking about life,” said Artenstein. “There are certain things that you just miss having as social human beings. But the longer you can sort of wait this out and stretch this out, the better off we’ll be.”

In other words, people can’t relax or think for a moment that maybe it’s time to start talking about the pandemic in the past tense.

As they talked about the state’s current status as a … let’s call it a cold spot for the virus, both Roose and Artenstein praised the Commonwealth’s approach to reopening, which has been described by both those supporting and criticizing it as slow and careful.

Pain Threshold

Artenstein had another word for it.

“It’s painful, because we all want to get back to a sense of normalcy,” he explained. “It’s exhausting that you can’t do what you like to do the way you used to do it, and eventually we will be able to. But this approach has paid dividends; you get used to a little bit of a new normal, but you also know that you’re moving toward something.”

Roose agreed.

“What I think Gov. Baker and the Executive Office of Health and Human Services have done very well is be cautious, rely very clearly and directly on the key data points, and move slowly but consistently through a phased reopening,” he explained. “In other states, governors had moved much more quickly, and we’re seeing the effects of that now; in many states, they’re seeing such significant increases that they’re moving backward and rolling back some aspects of their reopenings.

“It’s not to say that this same type of thing couldn’t happen here,” he added quickly. “But relying consistently on key data and reinforcing consistently the important public-health and safety strategies that we know are effective in reducing transmission — that has not wavered, and I think that has sent a very consistent and strong message to residents to continue to wear masks, be cautious with increasing your social circle, practice hand hygiene, and quarantine when you’re sick.”

As a result of the slow reopening plan and diligence with things like mask wearing, contact tracing, social distancing, and testing, the Commonwealth has effectively moved past the first wave of the pandemic — while other states have clearly not, said those we spoke with. It is now in what Artenstein called a “window,” where, he said, residents must be diligent about not backsliding when it comes to mask wearing, hand washing, keeping one’s distance, and other preventive measures, while also preparing for the second wave that most say is almost certain to come in the fall or winter.

“That’s just historically what pandemics do,” he explained. “They don’t all do that, but statistics will tell you that there will be at least a second wave if not more waves.”

What will those waves be like? It’s difficult to say at this point, said Roose and Artenstein, adding that a number of factors will dictate the level of infections and how well the healthcare community can respond to the next surge.

But in the meantime, and while still in this window, the state’s residents and business owners alike must continue to stay the course, the experts said.

“We still could do better in terms of how often people wear masks in pubic and follow the public-health recommendations,” said Roose, adding that state leadership must continue to reinforce those messages. “We know that when we give those recommendations and that guidance and it’s clear and connected to science, it helps, and it’s certainly important to be consistent about it, or people will have less inclination to follow them.”

Meanwhile, as the state proceeds with phase 3 of its reopening plan and eyes phase 4, testing will be another critical key to closing off paths the virus might take.

“I believe strongly that adequate capacity and widespread testing are critical for us to continue to move forward into phase 4 and into a state where the community is engaging as fully as it can,” Roose said. “That allows us to ensure that, if we do identify infections, we can mitigate the spread; widespread testing is really critical, and we’re not yet where we need to be, as state and as a country. We still could be doing more, and I think the ways we do testing will continue to get easier and more readily available, and that will help quite a bit.”

Artenstein agreed, but quickly noted that all the steps people have been taking — and hopefully will continue to take — only serve to slow or inhibit the spread of the virus. The virus is still there, and it will remain there until a vaccine is developed.

“You can temporarily shut down or limit transmission,” he said, “and then you have the chance for other things to kick in, such as therapies and better approaches to diagnosis and treatment. Those things take time, but they can get a chance to take root once you’ve already established those public-health principles.

“It’s pretty obvious that limiting public gatherings and staying the course has helped,” he went on, returning to the thought that, however painful and exhausting the last few months have been, the strategy moving forward for the state and all its residents has to be to continue to wait it out and, as he said, “stretch it out.”

Bottom Line

Turning the clock back 100 years, to the so-called Spanish flu, Artenstein said the second wave of that pandemic was more severe than the first in many parts of the country simply because communities eased off on restrictions and returned to what life was like before it struck.

“A lot has changed in 100 years — science, technology, people, etc.,” he told BusinessWest. “But one thing that hasn’t changed that much, in my opinion, is behavior. We may be able to further mitigate any future surge, just as we mitigated this surge, by adhering to public-health guidelines. If we can keep that up, and then get some help with testing, better contract tracing, better therapies, which will happen, and maybe a vaccine…”

He didn’t completely finish the thought and instead stressed that this ‘if’ is a very large one, and there are really no certainties when it comes to this strategy.

But the very best strategy at the moment, he stressed, is to string this out and close off those pathways the virus can take.

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

COVID-19 Daily News

BOSTON — State Sen. Eric Lesser and state Rep. Jon Santiago have filed “An Act Establishing the Commission of Inquiry on the Commonwealth of Massachusetts’ Response to and Recovery from the COVID-19 Crisis.” The legislation would task a commission with reviewing the Commonwealth’s response to the coronavirus outbreak and make recommendations on how Massachusetts can better prepare in the future.

Lesser is Senate chair of the Joint Committee on Economic Development and Emerging Technologies as well as a member of the Senate’s COVID-19 task force. Santiago is a member of the Joint Committee on Public Health as well as an emergency-room physician at Boston Medical Center.

“As we gain more insight into the spread of the coronavirus outbreak and its impacts on Massachusetts, it is vital that we establish a dedicated, non-partisan commission to evaluate the response to the crisis and ensure future preparedness,” Lesser said. “The unprecedented nature of COVID-19 has upended our way of life and has revealed pre-existing inequities in our system that needs to be evaluated and improved upon, especially as the threat of resurgence lingers.”

Added Santiago, “ensuring that we fully understand our response to COVID-19 is critical, particularly as we prepare for a potential second surge. The Commonwealth deserves a thorough, deliberate, and reflective inquiry of the actions taken to date. We owe it to the countless number of families who lost loved ones and to the many healthcare and essential workers who continue to risk their lives.”

Members of the commission must have expertise in professions such as economics; labor and workforce development; business and finance; public health; medicine, including epidemiology; healthcare; civil rights; law and governmental service; and emergency preparedness. The commission must be non-partisan and cannot include a current elected official, an employee of state or local government, a registered lobbyist, or an employee of a trade association or special-interest group. The chair of the commission will be appointed by a majority vote of the members. The commission will be required to hold public hearings and be given subpoena power to compel witnesses and produce documents during its investigation.

Cover Story Women in Businesss

In the Right Mold

Pia Kumar

Pia Kumar, ‘chief strategy officer’ at Universal Plastics.

Back in mid-March, Pia Kumar recalls, at the height of the first wave of the COVID-19 pandemic, there was a good deal of absenteeism at the five plants within the Universal Plastics fold — maybe 40% by her estimate, a number that spoke volumes about the high levels of fear and anxiety within the workforce.

So Kumar, who co-owns the Universal family of businesses with her husband, Jay, and has the title ‘Chief Strategy Officer’ printed on her business card, did what she says comes naturally to her.

She got on the phone.

“I called every single employee that was not here and talked to them about their concerns,” she told BusinessWest, noting that this was maybe 200 people across the five facilities. “In some cases, I talked to their wives, their husbands, their children; I wanted to understand what we could do together as a business to make sure they could come back in and do the essential work we were doing.

“We make the diagnostic machines used to test for COVID, so we needed to come back in and get working, but we needed to keep people safe,” she went on. “There was a lot of uncertainty, and we needed to establish trust.”

The company earned it by taking painstaking steps to comply with work regulations put in place in four different states — everything from masks and face shields to social-distancing measures and temperature checks, with most ideas coming from employees. And in a matter of a few short weeks, absenteeism all but disappeared.

“It’s strange — in some ways, I feel more connected to people these days. I think it’s because there’s been so much uncertainty and so many questions. There’s so many things we don’t know; it’s almost as if it [the pandemic] has given us a way to come together closer and talk about things more openly.”

Kumar’s phone calls, and those subsequent actions taken by the company, provide some valuable insight into not only her management style — although it certainly does that — but also into her approach to business and her specific, and very broad, role with the company.

Indeed, while she’s certainly involved with strategy, as that business card would indicate, and she is involved in virtually every aspect of the business, she’s predominantly focused on people and their well-being. And that goes for the community, as well as the Universal ‘family.’

This is evidenced by something she calls ‘office hours.’ These are the twice-monthly Zoom meetings she conducts with employees at each plant to help them feel more connected at a time when traveling to those plants is far more difficult and, well, people need a connection.

And she’s finding that, while Zoom is certainly a different experience than the in-person office hours she had been conducting until the pandemic (more on those later), they’re in some ways more effective.

“It’s strange — in some ways, I feel more connected to people these days,” she noted. “I think it’s because there’s been so much uncertainty and so many questions. There’s so many things we don’t know; it’s almost as if it [the pandemic] has given us a way to come together closer and talk about things more openly.”

It’s also on display in a number of programs and initiatives she’s helped introduce at the company that are designed to help individuals overcome barriers to employment and success in the workplace — and in life itself.

“We have someone in our HR department whose whole job is to make sure that we make people successful outside of work, so that they can be successful at work.” she said of efforts to help employees with everything from attaining a driver’s license to securing day-care services.

Pia Kumar shows off some of the company’s new face shields

Pia Kumar shows off some of the company’s new face shields with ‘skirts,’ one of many new products it has developed in the wake of the pandemic.

As for her own efforts in the realm of work-life balance, she said, simply, “I work at it.”

By that, she meant that she finds time for work, family, and to be alone for a few moments each day, early in the morning — time she spends meditating and planning, for the most part.

“I need to get my planning done to feel prepared for my day,” she explained. “I do a 10-minute meditation, then I spend 30 minutes planning, and then I take my dog for a walk; it works for me.”

For this issue and its focus on women in business, we talked at length with Kumar about her work with her husband to grow and expand Universal. But mostly, the talk was about people and helping them handle all that work and life can throw at them — even a global pandemic.

Clear Intentions

As she talked with BusinessWest in the company’s recently opened corporate offices, located next door to the Holyoke plant on Whiting Farms Road, Kumar showed off a display of one of the latest additions to the company’s portfolio of products.

These are face shields — which the company started making a few months ago to help meet demand for personal protective equipment within the region — that feature what she called ‘skirts.’

Designed specifically for teachers, these customized products allow for open communication without muffling the voice or hiding expressions — things masks can’t do — while providing more protection than a common face shield.

“You can wear it all day — you’re fully covered, you’re fully sealed,” she said while demonstrating the product, noting there are several styles, including models invoking Halloween and Christmas, and another promoting breast-cancer awareness. Response has been good, she noted, and there are ongoing discussions about perhaps making such shields for children.

These PPE products are part of the company’s pivoting efforts during the pandemic, she explained — a way to assist the community and especially the healthcare and education sectors while also keeping employees working at a time when many traditional customers, including those in aerospace and medical-device manufacturing, have scaled back as a result of the pandemic.

And such efforts are among the current focal points for the Kumars, who acquired Universal Plastics roughly eight years ago — she dates the transaction to the birth of their first child — from long-time owner Joe Peters. Flashing back to that purchase, Pia said the couple, who met while they were both working in finance in New York after graduating from college, were looking for a challenge they could undertake together.

“We had always had this dream to someday own and run a small business together,” she said. “We just liked the idea of building something, we liked the idea of having autonomy, we liked the idea of taking something, growing it, and making it our life’s work.”

Pia Kumar, seen here reading to children at the Morgan School in Holyoke

Pia Kumar, seen here reading to children at the Morgan School in Holyoke as part of the company’s Link to Libraries sponsorship, says her discussions with employees have helped her understand the many barriers that people face when it comes to succeeding in the workplace.

And that’s exactly what has happened with Universal, a company launched by Joe Peters’ father in Chicopee and eventually moved to Holyoke.

Indeed, the Kumars have added four other companies over the past several years, with the goal of attracting different types of customers and doing more for them. Expansion efforts started with the acquisition of a competitor, Mayfield Plastics in Sutton (since renamed Universal), an operation similar to the one in Holyoke.

“We offer a product called custom thermoforming,” she said of the Holyoke facility. “It’s good for small volumes, but as some customers ramped up, we would lose those customers. Then we started thinking about how we could keep that customer for a longer life cycle, and we started looking at injection molders.”

This led to the acquisition of Sajar Plastics in Middlefield, Ohio in 2018, and the subsequent addition of a blow-molding facility in Pennsylvania that had a strong focus on medical-equipment manufacturing — steps that have greatly diversified the corporation and opened the door to new types of opportunities.

While Pia is certainly involved with all aspects of the company, especially short- and long-term strategy, she told BusinessWest that people are her main focus, and it’s a role she believes she’s well-suited for.

“I try to spend a lot of time with employees; it’s part of what my focus is with the company,” she explained. “I like to really get out there and talk to people and really understand what our people are saying and thinking, and what their fears are.”

She traditionally did this through those aforementioned office hours — the in-person variety, especially in Holyoke, where she would walk the floor every day and talk with people. With the other plants, she would make a point of getting out to each at least once a month.

But COVID-19 changed all that, as it has many other aspects of this business — from the products being made, like those face shields with skirts and plastic dividers for automobiles (similar to those found in cabs), to the precautions being taken to keep employees safe.

Shaping Core Values

What hasn’t changed, especially during these trying times, is the company’s — and especially Pia’s — efforts to help employees overcome those barriers she mentioned.

And there are many of them, she went on, adding that a good percentage of the company’s employees are single mothers, who faced a number of hurdles before the pandemic and now face even more. She came to understand these hurdles over time, she said, and it was a real learning experience.

“Before we came here, we lived in New York City, we worked in finance, we worked in venture capital,” Kumar explained. “We were doing things with a group of people who had a lot of opportunities; they went to certain schools and had the right types of jobs and the right kind of résumés. Coming here and working in manufacturing gave me an understanding of the barriers that people face that I never had.

“I was in many ways taking for granted things like childcare and transportation and having access to affordable education,” she went on. “These are really, really good people who want to come in every day and do a really good job, but these are real barriers that they face. It’s not a question of how motivated they are or how ambitious they are — there are just structural barriers that people face that I became attuned to when I talked to my employees.”

“We had always had this dream to someday own and run a small business together. We just liked the idea of building something, we liked the idea of having autonomy, we liked the idea of taking something, growing it, and making it our life’s work.”

This understanding of the issues has translated into policies regarding attendance and other matters that Kumar considers worker-friendly.

Elaborating, she said the company has explored such things as ride-sharing and on-site day care and have encountered significant barriers to success. What has worked, she noted, is talking with people to understand their specific situations, and then making accommodations when and where they are practical.

“Our single mothers are some of our best workers,” she told BusinessWest. “And understanding that and working with that population to make sure that they have the tools they need to be set up for success became personally important to me.”

It was through her work with employees to understand and then help remove barriers that led to her involvement with a number of area nonprofits and institutions.

That list includes Link to Libraries, the nonprofit that fills school library shelves and encourages reading by placing area community leaders in the classroom to read — Universal Plastics sponsors the Morgan School in Holyoke, which many of the company’s employees attended — as well as the Women’s Fund of Western Massachusetts, Bay Path University, and Springfield Technical Community College, which she serves as a foundation board member.

She’s become so enamored with STCC manufacturing graduates that she has a standing rule with her operations manager: “if someone comes to us from STCC, you have to give me a reason not to hire them, because they’re all people who have pulled themselves up by their bootstraps, and they just need an opportunity. And that’s the kind of company we are; that’s the kind of company we need to be. We need to be the kind of company that gives people a chance, and we need to do it over and over again.”

As for her own professional development, Kumar said she doesn’t have a coach, per se, although her husband might count as one. But she does read quite a bit on the subject.

Pia Kumar, seen here with coworkers at the company’s Holyoke plant

Pia Kumar, seen here with coworkers at the company’s Holyoke plant, says that, while she’s focused on all aspects of the business, connecting with employees and helping them address challenges has become her primary focus.

What she does have are mentors. She listed Susan Jaye Kaplan, founder of Link to Libraries, and Dianne Fuller Doherty, retired business owner and director of the Massachusetts Small Business Development Center’s Springfield office — both winners of BusinessWest’s Difference Makers award.

“I’m not afraid to ask for help; I’m not afraid to admit I don’t know something,” she said, adding that she believes good managers share these traits. “Feedback is a gift, and I firmly believe, if you don’t want to know the answer, then don’t ask the question. But if you ask the question, you need to be able to stomach the answer.”

When asked about how she approaches the broad assignment of achieving work-life balance, she said simply, “I work at it.”

“These are really, really good people who want to come in every day and do a really good job, but these are real barriers that they face. It’s not a question of how motivated they are or how ambitious they are — there are just structural barriers that people face that I became attuned to when I talked to my employees.”

“I spend a lot of time planning, I delegate a lot, and I am very comfortable with having a list of things I wanted to get to but didn’t at the end of the day,” she explained. “There are days when the company is the most important thing — when COVID first happened, we needed to make our employees safe. And then, there are other times when it’s more important that we’re there for our children. My mother is having surgery next week, so that will be the focus then.

“I feel very lucky that I have a supportive partner who helps me manage all these things,” she went on. “But we also have a really great team. We’re not the experts — we didn’t come in with a deep background in manufacturing, and that’s why we keep people from our acquired businesses. Our job is to take all the information and provide the right vision.”

Parts of the Whole

Summing up her approach to her broad role at Universal Plastics, Kumar said, “my biggest failure as a leader is when someone can’t tell me what they really think; if they can’t tell me what they really think, we have a problem.

“I encourage people debating and saying ‘no, this is how we should be doing it,’” she went on. “And when there is that open communication, there’s trust, and that allows me to do more, and the more we can grow as a business.”

Open communication. Trust. Helping employees overcome barriers. These are the keys to success at this company — and any company, said Kumar, stressing, again, that four-word phrase she used in connection with all these matters: ‘we work at it.’

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

Banking and Financial Services Special Coverage

Pandemic Lessons

Rich Kump

Rich Kump says the pandemic has forced people who had been reluctant to bank remotely to give it a shot.

It’s the wave of the future, Rich Kump said — and the COVID-19 pandemic simply cast that wave in sharper relief.

“We’ve had a goal of moving routine transactions out of the branch,” the president of UMassFive College Federal Credit Union told BusinessWest. “We’ve been educating our members for three years, trying to move them out of the branch, and there’s still a percentage of America who just likes to everything in person. You need to take a thoughtful approach; you can’t force people into it … although COVID did that, to some extent.”

A widely held vision of the bank (or credit union) branch of the future — one shared, to some degree, by other local banking leaders we spoke with — does indeed promote robust online and mobile tools for routine business like deposits and withdrawals, leaving less traffic in branches, but a greater percentage of that traffic given over to more complex or consultative matters.

“We’ve had a goal of moving routine transactions out of the branch.”

And many people who have long resisted online banking are singing a different tune, said Paul Scully, president of Country Bank.

“Customers, just because of the nature of the pandemic, with people staying at home, started exploring technology,” he noted. “An amazing number of people are using technology who, for a number of years, fought it.”

In most cases, it’s just a matter of breaking old habits, Scully said — “and old habits are comfortable habits. But I think people are becoming better acclimated to technology and getting over their fears. There are still people who think, ‘I have to go into the bank to make that transaction because what if the money doesn’t get there?’ But as an industry and as a bank, we’ve been able to alleviate the concerns some people have.”

Florence Bank President Kevin Day agreed.

“Banking in general is going to change. The stuff you need to do is the same, but how you’re going to do it will change,” he said, noting that lobby traffic has been declining for years, and what was already a high adoption rate of mobile tools only accelerated over the past three months as banks closed lobbies to most routine business. “People are starting to realize it’s probably more secure, so they’re getting more comfortable. It’s also way more convenient.”

And gaining momentum in these shuttered times.

“Customers realized they really can do all their banking online,” Scully said. “We’re no different than Macy’s or Amazon. You realize you can sit down with your laptop or phone and purchase something from a retail outlet, and you can also do your banking that way. People are becoming more comfortable with it — so we need to keep upgrading and enhancing it.”

That’s not all they’re doing. Banks and credit unions, despite a much higher reliance on drive-up lanes and mobile platforms lately, never really closed during the pandemic, and while they continued to serve customers — in some cases, helping them navigate sudden financial hardships — they were also learning lessons and conducting internal conversations about where the industry is heading and what the bank of the future should look like.

Some were discussions that had begun years ago but, again, were suddenly cast in sharp relief as the wave known as COVID-19 came crashing down.

Staying Connected

People have been starved for human contact, Kump said. He knows that from UMassFive’s call center, as calls over the past three months are 25% longer, on average, than last year.

“A lot of it is, people just want to talk,” he noted. “Yes, they call for a reason, but then they want to talk. It’s a bit of a community.”

Bolstering the call center was one of the success stories of late March, which he recalls as a tough time.

“I don’t think anyone was ultimately prepared for this; we were scambling,” he said, explaining that many retail personnel in the branches began covering the phones, often from home. “Within two weeks, 70% of our staff was working from home. That’s when the chaos evolved into routine.”

Like the other institutions we spoke with, UMassFive didn’t close completely, staying open by appointment for services that couldn’t be done remotely, from notary signings to certain loan closings to instant-issue debit cards. The week Kump spoke with BusinessWest, the credit union was operating a soft opening of sorts before announcing a shift to walk-in business.

“Financial wellness isn’t just for people with means; it’s everybody, from somebody with an entry-level job to someone doing college planning or estate planning.”

Day recalls a similar experience.

“In that first week, everything was shutting down, and people were saying, ‘you’re a bank. You can’t shut down,’” he said. But Florence transitioned to drive-up service where possible while witnessing an expansion of remote banking — as well as phone-call volume that was up 100% early on.

“We helped a lot of people transition to mobile and computer options. People have used the drive-ups. We opened the lobbies for people who needed to do something in person. We went out to cars in some cases,” he recalled. “You couldn’t come and go as you wanted, but we never really closed. If you called and the only way to do something was in person, we did it in person.”

Kevin Day

Kevin Day says shifting most employees to remote work was one of the smoother transitions necessitated by COVID-19.

Still, the sudden, in many ways forced expansion of remote banking is just an extension of where the industry was already headed, Day explained. “We had already seen trends toward online, mobile, people doing much more on their computers and phones. The pandemic just really accelerated that.”

Scully said the transition to employees working remotely was one of the easier shifts.

“It wasn’t that difficult for us. We had all the technology in place that allowed us to immediately have all our non-branch staff working remotely, literally overnight. So that fell into place nicely for us; we didn’t miss a beat. Business was never impacted.”

For example, he said Country processed about 450 Paycheck Protection Program (PPP) loans remotely, while Zoom calls and Webex meetings became the order of the day. It has worked so well, in fact, that non-branch employees will continue to work from home until Aug. 31, even as branches begin opening up this week, which is a boon for parents still uneasy about — or unable to access — camps and day-care services.

“We closed a day or two before other banks, just recognizing what was happening, and moved people to drive-up or leveraging technology,” he said, noting that lines were sometimes long, but customers were able to access the services they needed, in some cases using interactive teller machines (ITMs) at two locations.

“We’ve walked a lot of people through the technology, and the customer care center reached out directly to help them. We had curbside service at some locations, and we also used that as an opportunity to talk about technology.”

Branch of the Future

All this enhanced technology goes hand in hand with what many banking leaders say is an evolving role for branches.

Branches are certainly needed, said Jeff Sullivan, president of New Valley Bank, which is opening a new branch on the ground floor of Monarch Place in downtown Springfield this summer. Like every other area bank branch, it will stress pandemic safety, with a mask requirement, six-foot distancing, and glass partitions between customers and employees.

But it will also reflect a move toward a role for branches that emphasizes financial wellness and consultative services more than routine business.

“That’s going to be the bigger component of what a community bank does — trying to help people navigate a lot of things,” he explained, before adding that there will be plenty to navigate in the coming year, when more customers than usual will be struggling to achieve stability. “Financial wellness isn’t just for people with means; it’s everybody, from somebody with an entry-level job to someone doing college planning or estate planning.”

The bank of the future will put greater emphasis on this consultative role, through personal interaction that can’t occur online.

Paul Scully

Paul Scully

“Customers, just because of the nature of the pandemic, with people staying at home, started exploring technology. An amazing number of people are using technology who, for a number of years, fought it.”

“Obviously, if it was just about technology, the big-city, money-center banks could meet the needs of every single person,” Sullivan said. “If you don’t have the technology, you’re going to fall behind, but the extra, community-focused efforts are what’s really going to make an impact.”

Kump said UMassFive has eliminated tellers — or, more accurately, it has eliminated branch employees who handle only that role. Instead, employees are trained to be “universal agents,” able to tackle multiple roles, from traditional teller business to loans and other matters.

To achieve that, the credit union has tripled its training budget over the past few years, seeking to identify not only financial skills, but empathetic personalities with a real desire to help people.

“The face of banking is changing permanently. Branches in the future won’t be as critical, with fewer transactions coming in. But they will always be needed for key parts of financial life,” he explained, citing anything from home and auto loans to opening memberships to simply seeking financial advice.

“We won’t need the huge teller line anymore. We won’t need as many branches, and the services we’re providing in the branches are changing, he added, noting that customers are also discovering they can conduct routine business face to face — sort of — through ITMs. “Someone could be at the Northampton drive-thru, talking to someone working from home in Belchertown.”

That raises the question of how many workers need to be on the premises, both while COVID-19 is still a threat and afterward, considering how effectively operations have continued during the pandemic.

Jeff Sullivan

Jeff Sullivan

“Obviously, if it was just about technology, the big-city, money-center banks could meet the needs of every single person. If you don’t have the technology, you’re going to fall behind, but the extra, community-focused efforts are what’s really going to make an impact.”

“From a back-office standpoint, about half are working remotely,” Day said. “Can they continue to do that long-term? Yes, but there’s still the human element, and people can feel isolated. Feeling part of a team is important to some people, while some people are loners. But technology is certainly giving us some options.”

And the bank, which recently broke ground on its third Hampden County branch, this one in Chicopee, has certainly been discussing those options.

“More transactions are going online, but when you want to talk to a person to problem solve, especially with more complex transactions, that can certainly be done over the phone — and has been during the pandemic — but the way we’ve designed our branch of the future, there’s more consulting. If you want to come in and consult, we’ll talk to you — a lot. So frontline people will still need to be there to handle questions and solve problems.”

Getting Through the Pain

In fact, banks and credit unions never stopped solving problems over the past few months. Scully said Country, like other banks, was able to accommodate deferrals of loan payments for individuals who has been furloughed or were generally dealing with greater financial stress.

“I felt like this was a watershed moment,” Day added, noting that more than 200 mortgage borrowers and 200 commercial borrowers took advantage of three-, six, or 12-month deferrals, the latter being the most popular option. “Having been through downturns in my career, I knew that we needed to give people some time. People are resilient, businesses are resilient, but they needed some time. So we worked with residential and business customers on deferred payments.”

Kump said UMassFive issued forebearance on nearly 1,000 loans for people who were “furloughed or just worred,” as well as launching a small-loan program for those who just needed a little cash. “If you were furloughed, that didn’t change the decision to make a loan for you.”

That was in addition to PPP loans, which the credit union approved for members and non-members in the community alike, 96% of those loans issued to employers of five workers or fewer. It also looked for other ways to support community needs, such as donations to food banks and organizations like Community Involved in Sustaining Agriculture, as well as donating meals to first responders.

Although those needs still exist, banks and credit unions are beginning to get back to normal operations, expanding branch operations under enhanced safety protocols — “it’s a great time to be in the plexiglass business,” Scully said — while considering the lessons learned during the months when most business was conducted remotely.

“Was there frustration at first? Absolutely,” he added. “At first, people were like, ‘what do you mean, a bank is closed?’ But as every industry started to close and people started working remotely, people began to understand.”

After all, a bank that saw a fire ravage its headquarters in 2008 and a tornado rumble through its home region in 2011 has no problem posting social-distancing reminders and directional arrows and getting back to branch business. “This is bigger than a tornado,” Scully said. “The lesson we’ve learned is to always be prepared and remain nimble.”

Even as it moved from a soft-opening week to broader branch service — where walk-in traffic is allowed but appointments are still advised to reduce the wait — Kump marveled at how the credit union’s members have adjusted to remote business. Especially new members, 90% of whom have been joining online, compared to 40% to 50% in a typical year.

“There’s a percentage of customers who will still be reluctant to walk into a business,” he added. “We’re seeing that with restaurants opening and people still not coming.”

It helps, of course, that many have discovered the power of digital banking.

“For a lot of folks, it’s generational; they’ve been intimidated by technology, of depositing a check with a picture on their phone,” Kump continued. “Now they’ve been forced to do it, and they’re asking, ‘why was I taking time out of my day to run over to the credit union to get cash or transfer money? I don’t have to do that.’”

Day also expects people to keep using those tools, but for those ready to return to the branch, even for matters as basic as depositing a check, they’ll do so protected by masks, shields, and any number of other precautions. “The pandemic isn’t over, and people are still going to get sick. We want to keep people safe.”

Bottom Line

Usually, when BusinessWest talks to local banks and credit unions, it’s about their own business outlook for the year ahead, but this is not a typical year, and talk of asset growth and loan portfolios has been pushed aside to some degree by the need to simply stay afloat — and keep customers afloat, as well.

“The outlook is generally positive, but it will not be without pain,” Day said, speaking for both Florence Bank and its customers. “We know it will get better. It’s just a matter of when.”

Joseph Bednar can be reached at [email protected]

Coronavirus Special Coverage

For every business in Western Mass., there is a story about coping with the COVID-19 pandemic. Each one, as we’ve noted before, is different. But there are many common themes, especially the need to deal effectively — somehow — with those things that one can control, and cope — again, somehow — with the things one can’t control. And that latter list is, unfortunately, long and complicated. It includes everything from navigating the state’s rules (and short timelines) for reopening to losing large and important clients, like MGM Springfield, to not knowing what the future holds. Here are six more COVID stories.

 

Judy Puffer

Puffer’s Salon & Day Spa

Responding to COVID-19 has been hair-raising to say the least   Read More >>

 


 

White Lion Brewery

For this Springfield business, better times are on tap   Read More >>

 


 

Wilbraham Monson Academy

At this school, pandemic has been a real learning experience    Read More >>

 


 

Jerome’s Party Plus

Growing need for tents is helping company through a trying year   Read More >>

 


 

King Ward Bus Lines

Chicopee-based company is still trying to get out
of first gear   Read More >>

 


 

Park Cleaners

‘The place where COVID goes to die’ is still in recovery mode   Read More >>

 


 

Back on the Clock

COVID-19 era presents unique challenge for older workers   Read More >>

Community Spotlight Franklin County Special Coverage

Waiting Game

Scenes like this one are nowhere to be found right now at Historic Deerfield

Scenes like this one are nowhere to be found right now at Historic Deerfield, which is developing plans for a September opening.

Magic Wings is a year-round operation, Kathy Fiore said — even when its doors are shut.

“This is different from a clothing store,” said Fiore, who co-owns the butterfly conservatory in Deerfield with her brother. “When we closed our doors, we still needed to have staff here, because we have to take care of whatever is happening. Butterflies are laying eggs every day. Caterpillars are hatching out every day. We need to feed and care for the lizards, tortoises, birds, fish … all sorts of animals have to be taken care of.”

And that means expenses that don’t disappear when no visitors show up — which they haven’t since the facility closed to the public in mid-March, part of a state-mandated economic shutdown in response to COVID-19.

“We kind of saw it coming, and then it just happened,” she said of the closure. “As owners of the business, we’ve tried to remain positive and upbeat and assure our staff, assure our customers.”

As for when Magic Wings will be allowed to reopen, phase 3 looks most likely, which means very soon. But the state’s guidance is only one consideration. The other is keeping visitors safe and helping prevent a viral flareup in a region that has effectively depressed infection rates, as opposed to states like Florida and Texas that were more lax about regulating crowds — and have seen cases spike in recent weeks.

“When we closed our doors, we still needed to have staff here, because we have to take care of whatever is happening. Butterflies are laying eggs every day. Caterpillars are hatching out every day. We need to feed and care for the lizards, tortoises, birds, fish … all sorts of animals have to be taken care of.”

“My brother and are watching how things are going,” Fiore said. “We’re certainly watching other businesses open back up, but we’re also hearing about the resurgence in certain places, about people getting together and going right back to a situation we don’t want to be in.”

Historic Deerfield, which shuttered its buildings to the public a few weeks before the start of its 2020 season, doesn’t expect to reopen most of them until September.

“We had a lot of different challenges and things to figure out,” said Laurie Nivison, director of Marketing, explaining why the organization’s leadership isn’t rushing back before they feel it’s safe. “Just thinking ahead to when it might be possible to open again, we decided to move some bigger things to the fall. The fall season is always a big time for us. That’s when people start thinking they want to come to Deerfield, so we said, ‘let’s look at opening around Labor Day weekend.’”

Losing an entire spring and most of summer is a considerable financial hit, of course, and the center was forced to lay off dozens of staff. But at the same time, it has looked to stay relevant and connected to the community in several ways, including putting a series of ‘Maker Monday’ workshops online, taking a virtual approach to teaching people how to stencil, make their own paper, or building a decoupage box, to name a few recent examples.

Meanwhile, museum curators have been sharing plenty of interesting artifacts from the collection online, while the director of historic preservation recently took people on a virtual tour of the attic of one of the historic houses.

“People never have the opportunity to do that, so that was great,” Nivison said. “We’ve become really creative trying to think of what we can do to bring Historic Deerfield to people when they can’t come here. Being closed down, we still want to have people engaged.”

Many Franklin County attractions, especially of the outdoor variety — such as Zoar Outdoor and Berkshire East in Charlemont, where people can engage in ziplining, biking, kayaking, and other outdoor activities — are already open. But indoor attractions face different challenges and are on a different reopening pace, due to both state guidelines and their own sense of caution.

But a wider reopening is the goal, as area tourism officials consider the region a connected ecosystem of activity that draws visitors to take in multiple sites, not just one. In short, the more attractions are open, the more each will benefit.

Kathy Fiore says Magic Wings won’t reopen

Because it’s an indoor attraction, Kathy Fiore says Magic Wings won’t reopen until she’s confident visitors will be safe.

“We’re talking a lot about how we can convince visitors to come back when the time is right because there’s so much outdoor fun you can have here,” said Diana Szynal, executive director of the Franklin County Chamber of Commerce. “We have hiking, cycling, fly fishing, regular fishing, walking trails — there’s so much opportunity for things to do here that are perfectly safe and healthy.”

Safety First

Szynal was just scratching the surface when she spoke to BusinessWest. From retail destinations like Yankee Candle Village to museums, golf courses, wineries, and covered bridges, it’s a region that has plenty to offer, and attractions like Magic Wings and Historic Deerfield certainly sense anticipation among fans and potential visitors when they connect with the community on social media.

But they also don’t want to jump the gun and see the region turn into another Houston.

“It’s been a little unnerving, but from the beginning, my brother and I didn’t want to reopen until we feel it’s safe, even if the government lifts the regulations for businesses like Magic Wings. We don’t mind waiting it out a little bit to make sure everything is safe,” Fiore said.

“We normally can take in a lot of people, but we’re different because we’re an indoor facility,” she added, noting that Magic Wings will follow the state’s guidelines for social distancing, masks, and crowd count, while considering options like visiting by appointment as well. “We’re trying to think of all the different things we can do to make sure people are really safe but still have a pleasant experience.”

It helped, she said, that the conservatory procured a Paycheck Protection Program loan to keep its staff paid, and now that reopening approaches, she’s hoping to get everyone back on the regular payroll. “We’re responsible for the livelihood of a lot of people.”

But the shutdown also posed an opportunity, she added. “It’s beautiful here — it’s in pristine shape, because we were able to do some cleanup things, different projects, that we don’t have the opportunity to do when we’re open every single day. We hope to welcome people back to a nice, fresh environment that’s better than they remember.”

While the museum houses of Historic Deerfield remain closed for now, the organization got a boost from the reopening of Deerfield Inn and Champney’s Restaurant & Tavern. The week she spoke with BusinessWest, Nivison said the restaurant already had more than 100 reservations lined up for the following week.

Those facilities will benefit from September’s museum reopening, but this fall may still look a little different than most, as tours may be limited — or be smaller, self-guided experiences — while outdoor tours may be expanded. Demonstrations of trades like blacksmithing may be moved outdoors, while the annual Revolutionary muster event, typically held on Patriots’ Day in April, will likely happen this fall as well.

“We’ve become really creative trying to think of what we can do to bring Historic Deerfield to people when they can’t come here. Being closed down, we still want to have people engaged.”

“We want to be able to give a good experience to folks and really take advantage of all the outdoor things they can do,” Nivison said. “There are a lot of things we can do.”

One thing people aren’t doing as much as they normally would is getting married — with crowded destination receptions, anyway. Because Magic Wings is a popular spot for weddings and receptions, that was another significant revenue loss this spring and summer, Fiore said.

“Couples had to shift everything, and a couple bumped their weddings into 2021. One couple canceled altogether,” she told BusinessWest, noting that weddings already have a lot of moving parts, and couples are simply unsure right now how many guests they’ll be allowed to include until the state offers more guidance.

All Aflutter

That said, Fiore has been buoyed by the number of people calling since the closure. In addition to its social-media presence, Magic Wings also recently ran a television commercial featuring soothing sights and sounds inside the conservatory — to put a smile on viewers’ faces more than anything.

“It was an opportunity for people to take a deep breath,” she said. “We’re all in the same boat, we’re all experiencing something totally new, and we’re all concerned and feeling anxious about what’s going to happen — what’s safe and what’s not.

“People love butterflies, and they do come see us from all around,” she added. “But they also want to know it’s not going to be a huge health hazard, and that’s what we’re working toward.”

Szynal understands the concerns, too.

“People are taking this seriously,” she said. “I see the masks. When people are out on errands, walking through stores, they’re giving each other space. As long as this behavior continues, people will feel better moving around a bit more” — and that includes visiting Franklin County attractions.

“I feel people respect this virus and respect each other,” she concluded. “So far, they’re taking the steps they need to keep Massachusetts on the right track.”

Joseph Bednar can be reached at [email protected]

Franklin County Special Coverage

View from Main Street

Diana Szynal

While economic activity is still slow, Diana Szynal says, she senses a resilient spirit in Franklin County.

Diana Szynal is encouraged by what she sees on Main Street in Greenfield as restaurants and retail continue to emerge from months of closed doors.

“I certainly see people making the changes they need to make,” she said, referring to Gov. Charlie Baker’s guidance for how — and at what capacity — to open businesses safely. “We’ve seen these business making the effort to reopen and get their staffs back to work and welcome back their customers.”

But no one is fooling themselves into believing everyone is ready to go out again, said Szynal, executive director of the Franklin County Chamber of Commerce.

“Certainly it seems like businesses are open — like restaurants with outdoor seating or limited indoor seating — and I think there are people really wanting to get out there, but some people aren’t ready yet,” she told BusinessWest.

“Realistically, things have slowed down, but I feel a very resilient spirit here,” she continued. “People in Franklin County are tough. And you see that not only in Greenfield’s downtown, but the area as a whole — downtown Deerfield, downtown Shelburne … I think you’re going to see them bounce back for sure.”

What will make the difference, she and other economic leaders increasingly say, is consumer confidence, which is being driven right now almost exclusively by health concerns — and that’s a good thing, considering that Massachusetts is one of the few states in the U.S. consistently reducing instances of COVID-19.

“For the typical consumer, making decisions about going out for the day or just going to a restaurant or retail shop, creating confidence is the key,” Szynal said. “And focusing on those [infection] numbers is really critical. That’s really how we’ll build confidence. Some people will take a little longer than others because they have different health concerns. But I think, if we can stay the course, we’ll be heading in the right direction economically as well as from a public-health standpoint.”

Associated Industries of Massachusetts (AIM) polls its 3,500 members each month to produce a Business Confidence Index that was firmly entrenched in positive territory for years — until it suffered the largest one-time decline in its history a couple months ago. However, it began to rebound slightly last month as Baker announced the four-phase process for re-opening the state economy under strict workplace-safety guidelines, and in the report due this week, it’s expected to creep up again amid positive news regarding infection rates.

“What makes this whole situation unique — and a little bit mystifying for employers — is that the economic situation is still being driven by a public-health situation,” said Chris Geehern, AIM’s executive vice president of Public Affairs and Communications. “Typically in an economic downturn, business people know exactly what to do. Now, it’s wholly dependent on what the daily numbers are from the state and nationally. I think that’s been a big challenge.”

“Certainly it seems like businesses are open — like restaurants with outdoor seating or limited indoor seating — and I think there are people really wanting to get out there, but some people aren’t ready yet.”

That said, he told BusinessWest, “our members have been satisfied with the state process. It has certainly been a challenge to meet all the requirements, but for most employers, the big issue isn’t what the government tells you to do, but what you know you have to do to ensure that employees, vendors, and customers feel comfortable coming in. It’s going to be a slow recovery whether the government requires these steps or not because people won’t come to your restaurant if you haven’t taken the appropriate safety steps.”

Growing Optimism

Employers hope a timely return to business will allow them to re-hire some of the 1.2 million Massachusetts residents who have filed for unemployment since the onset of the pandemic.

“From a broad perspective, I’m not getting a super pessimistic view from anyone I’ve spoken to,” Szynal said. “Certain people are concerned — they’ve had to make some changes, and they’ve had some struggles. People don’t expect those struggles to end instantly. But people are pretty optimistic for the long term.”

Again, that likely depends in part on the public-health data remaining on a positive track.

“Employers are encouraged that Massachusetts has been able to moderate the number of new COVID-19 cases. We have said all along that the current economic crisis is being driven by the public-health crisis, and that’s what we see here,” Raymond Torto, chair of AIM’s Board of Economic Advisors, noted in the latest business-confidence report.

Chris Geehern

Chris Geehern

“Typically in an economic downturn, business people know exactly what to do. Now, it’s wholly dependent on what the daily numbers are from the state and nationally. I think that’s been a big challenge.”

AIM President and CEO John Regan added that Baker’s deliberate, four-phase plan has so far been an effective way to reopen the state economy in a safe and efficient manner.

“We realize that every employer in Massachusetts would love to hear that they can reopen immediately. But we also acknowledge that a phased reopening balances the need to restart the economy with the need to manage a public-health crisis that continues to claim many lives a day in Massachusetts,” Regan said, adding that employers, “will in many cases need to reconfigure workplaces for social distancing and determine how to implement other safety measures, such as the wearing of protective equipment, continuing work-from-home policies, and ensuring the health of workers and customers.”

While AIM employers have been satisfied with the pace of the rollout, Geehern told BusinessWest, there was some frustration early on, particularly in the retail, restaurant, leisure, and hospitality sectors, which weren’t included in phase 1. “Some thought we should be moving faster. To be honest, I think the events going on down south persuaded most people that slow and safe is still the best way to do all this.”

He conceded that many AIM members are manufacturers, and they were able to return to work in phase 1 — and many were deemed essential workers from the start and never shut down operations. That partly explains why their business confidence has been slightly higher than non-manufacturers.

“They were, in fact, dealing with issues of workplace safety right along — processes like how to create six-feet separation, sanitize common areas, and monitor the health of people coming in,” he said. “This is something they’ve had a lot of experience with. For our group of manufacturers, it’s been a fairly smooth process.”

All Eyes on the Numbers

That said, Geehern noted that if COVID-19 cases began spiking and the governor paused or slowed the reopening, business confidence would clearly suffer.

“It’s still volatile and changeable, but I think it’s fair to say companies in general are satisfied with the pace of the rollout. Believe me, every employer in Massachusetts wishes Governor Baker could wave a magic wand and everything would go back to the way it was, but everyone knows that’s not the case.”

“The numbers are fairly optimistic, and I think the most important thing right now is confidence. That’s what’s going to help those businesses bounce back.”

How schools handle students’ return this fall — and what that does to the child-care picture — is a factor as well, he said. “There are a bunch of different elements to the whole picture. They’ll all eventually become clear.”

Part of that clarity is the sad reality that some businesses will be left behind. According to one AIM survey, slightly more than half of companies that furloughed employees will want them all to return when they’re able to bring them back, but some said they won’t be taking any of them back, because they’re planning on going out of business or running a skeleton staff for a while.

“It’s going to be a slow recovery, but our members still think the fundamentals of the economy that existed in February still exist, and I think that’s going to help us,” he noted, adding, however, that leisure and hospitality, as well as mom-and-pop shops of all kinds — two types of businesses that are important to the Franklin County economy — are especially vulnerable right now.

Knowing all of this — the tentatively good health news and the more uncertain economic outlook — Szynal chooses to take the glass-half-full view.

“The numbers are fairly optimistic, and I think the most important thing right now is confidence,” she said. “That’s what’s going to help those businesses bounce back.”

Joseph Bednar can be reached at [email protected]

Coronavirus

Responding to COVID-19 Has Been Hair-raising to Say the Least

Judy Puffer

Judy Puffer, founder and owner of Puffer’s Salon & Day Spa in Westfield

Judy Puffer knows she’s ready for a vacation. What she doesn’t know is whether she’s going to get one any time soon.

With that, she speaks for the vast majority of business owners and managers coping with everything the COVID-19 pandemic is throwing at them. In short, shutting down the economy was anything but a break for most people in business, reopening was exhausting on many levels, and doing business now is … well, anything but business as usual or what life was like before any of us heard of that now infamous name followed by a number.

“I was working hard behind the scenes — probably harder than when we were open,” said Puffer, founder and owner of Puffer’s Salon & Day Spa in Westfield, who told BusinessWest that the past three and a half months have easily been her most trying in business. And while most all aspects of that business are now open again, getting here wasn’t easy, and challenges remain.

Replaying the tape from the past 100 days or so, she recounted challenges ranging from shortages of needed supplies and encounters with price gouging to lack of guidance from the state and federal governments regarding how and when reopening would occur, to clogged phone lines once the ‘open’ sign was back on the door.

Some of this she could see coming, like those busy phone lines, but most of it she couldn’t, and as she retells her story, one can sense the exhaustion, exasperation, and, yes, relief in her voice now that most of the really hard stuff is in the past tense. Or so she hopes.

Turning the clock back to March 23, Puffer said from the day the shutdown order was given, the focus turned to reopening. And there were challenges everywhere, including this state’s slow, cautious approach — which actually turned out to be a kind of blessing in disguise, although she didn’t use those exact words.

“It was obstacle after obstacle after obstacle just trying to get set up to open. Governor Baker did a great job with all this, but he gave us very little notice; he said, ‘OK, you can open, but you have to have these protocols in place.’ It was like setting up a whole new way to do business, and we weren’t given much time to do it.”

“One of the things that really helped me was being part of the Aveda Corporation,” she said, referring to the Minneapolis-based supplier of high-end health and beauty products that has affiliated with salons across the country. “The company immediately started owner calls, two a week that ran for an hour to an hour and a half; what they would do is get people from a variety of states on these webinars. That was huge because we were getting feedback from people who were opening in Georgia about the challenges they were facing; we were getting people from California who were still closed, talking about what they were doing to get open; we heard from people in Florida, Colorado, Minnesota, New York.

“All this really helped me,” she went on, “because there wasn’t really any guidance from this state from anyone. Getting that help from Aveda was huge because I could then take what these states were doing and put it into my culture and kind of be prepared.”

Elaborating, she referenced everything from shampooing customers — some states allowed it, while others didn’t — to blow-drying hair (again, some allowed it, others didn’t); from taking customers’ temperatures when they walked in the door to learning about a company that came up with plexiglass dividers on wheels to place between stylists’ stations.

The goal was to be as prepared as possible, and all those webinars certainly helped.

What also helped was some advice to think outside the box when it came to needed supplies, which she did after finding that items she ordered in March were simply not going to arrive. She managed to buy some alcohol for cleaning from another business in Westfield, spray bottles from another business owner, and a timely referral from an area dentist on where to procure thermometers in just a few days.

“It was obstacle after obstacle after obstacle just trying to get set up to open,” she recalled. “And we started the minute we closed. Governor Baker did a great job with all this, but he gave us very little notice; he said, ‘OK, you can open, but you have to have these protocols in place.’ It was like setting up a whole new way to do business, and we weren’t given much time to do it.”

The company reopened its salon the day after Memorial Day, with the salon aspects of the businesses opening a few weeks later, under the second stage of phase 2 — again, with very little time to prepare. Now, all but a few of the many services are available, with the rest, like the sauna, to come in phase 4.

Puffer says she’s managed because she was able to learn from others through those webinars and by anticipating what would come next so she could be ready for it.

It’s been a trying — and very tiring — experience. And that’s why she’s more than ready for the vacation she’s not likely to get any time soon. u

—George O’Brien

Coronavirus

For This Springfield Business, Better Times Are on Tap

Ray Berry

Ray Berry, seen here at the site of White Lion’s new facility in Tower Square, now under construction, says the pandemic impacted virtually every aspect of his business.

From the beginning of the pandemic, Ray Berry’s White Lion Brewery was deemed an essential business by the state’s governor.

That means it was allowed to remain open when many others had to close amid efforts to flatten the curve and relieve the tension on the region’s healthcare system.

But as any other venture on that large list can attest, ‘essential’ does not mean free of challenges, headaches, anxiety, and uncertainty about what might come next.

Indeed, there’s been plenty of all of those things for this Springfield-based company that was looking toward 2020 as a watershed year, and still is in at least some respects.

Especially with plans for a much-anticipated taproom and accompanying restaurant in Tower Square — specifically the former Spaghetti Freddy’s site — now moving forward again after a halt to most forms of construction during the spring.

“Pre-COVID, we were really ramping up and starting to fire on all cylinders relative to sales and construction — we were about to onboard another salesperson and were also looking to obtain another vehicle and perhaps another part-time person to deliver our product,” he told BusinessWest. “And then … the pandemic hit.”

And it hit hard, impacting the company from “front to back,” as Berry put it.

“Pre-COVID, we were really ramping up and starting to fire on all cylinders relative to sales and construction — we were about to onboard another salesperson and were also looking to obtain another vehicle and perhaps another part-time person to deliver our product. And then … the pandemic hit.”

By that he meant virtually every aspect of the business, from the closure of the hundreds of bars and restaurants (as well as MGM Springfield) that sold White Lion to a halting of construction work on the brewery; from the canceling of high-profile events where the brand had a presence, such as the Holyoke Road Race, to the suspension of the beer gardens the company has hosted in downtown Springfield and Westfield during the summer and fall months.

“It was just like a crash — it all happened at once within a 48-hour period when the state and federal governments stepped in and put restrictions in place,” he noted, adding that, as sales plummeted (only liquor stores, also deemed essential, remained as a distribution point), the company had to lay off some of its employees in stages and figure out how to manage with those who remained.

White Lion has been helped by assistance programs on a number of levels, from the federal Paycheck Protection Program to the local Prime the Pump initiative created by the Development Department in Springfield, said Berry, adding that this help, coupled with the remaining business from liquor stores, enabled the company to stay on its feet during those brutal spring months.

And as the state continues to reopen businesses, the outlook for White Lion continues to brighten. Restaurants have reopened across the region, and the state’s casinos have been given the green light to open their doors, although MGM Springfield has not given a specific date when it might do so. And work has resumed on the project in Tower Square, and Berry is projecting that his crew can be in and brewing beer by the end of this month.

“The taproom component is under construction now,” he went on, “and we hope that by mid-August, the taproom piece, as well the kitchen piece, will be complete, and that by the end of August or early September we can start welcoming people into the space.”

Meanwhile, White Lion has recalled most of its seven employees and expects to be “whole” in that regard by late July, he said.

Projecting beyond the next few months is difficult, but Berry believes the company will be able to open its beer gardens in late August or early September, noting that these ventures will be part of phase 3 of the state’s reopening plan.

Looking back — and ahead — Berry, echoing countless other business owners across every sector of the economy, said the pandemic has provided a stern test, one he believes his team is passing through determination and imagination.

“It’s been a challenge in every way you can imagine,” he told BusinessWest. “It’s just a predicament that we’re in, and we have to pivot and continue to find ways to remain resourceful and efficient for the benefit of the sustainability of the company.

“I always said that we’re all resilient as people,” he went on. “And there’s always going to be a light at the end of the tunnel. We don’t know how long that tunnel may be, but there will be a light, and we’re starting to see some of that that now.”

—George O’Brien