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Chicopee Mayor Richard Kos, left, and Michael Vedovelli

Chicopee Mayor Richard Kos, left, and Michael Vedovelli say the new, three-megawatt solar farm on James Street will benefit the city and reduce the cost of electricity at Westover Air Reserve Base.

Richard Kos says officials in Chicopee are doing all they can to foster good relationships with developers, government leaders, and local businesses, and their efforts have led to a strong surge in growth.

“In 2016 the building department issued $31 million in building permits, but we anticipate that, by the end of the first half of 2017, we will more than double that amount,” the mayor said.

Indeed, the list of projects in the planning stages or underway is not only lengthy but diverse in nature, ranging from new hotels to new and improved housing, a solar farm, business expansions, infrastructure improvements, and progress at the Uniroyal and Facemate properties. There’s also a new Mercedes-Benz dealership under construction on Burnett Road.

 

Chicopee has a can-do attitude, is business-friendly, and has officials who come up with optimal solutions to problems. All of the department heads have given us input to make the building process go smoothly.”

 

Peter Wirth is co-owner of that $12 million, 37,000-square-foot, state-of-the-art facility, expected to open in late summer or early fall. He and his partner took their time searching for a location in the metro Springfield area before choosing a site next to the entrance of Interstate 291 and exit 6 on the Mass Pike, and said city officials have done everything possible to help them meet their timetables.

“Chicopee has a can-do attitude, is business-friendly, and has officials who come up with optimal solutions to problems,” Wirth said. “All of the department heads have given us input to make the building process go smoothly.”

Other developments off exit 6 include construction of a $20 million Tru by Hilton Hotel by the owners of a Days Inn who demolished the outdated hotel on 450 Memorial Dr. to make way for the new structure.

“The project will include a Starbucks, a Wendy’s restaurant, an Irving gas station, and a sit-down restaurant that will be named later,” Kos said as he talked about reasons that make Chicopee a desirable place to live and operate a business.

“We’re the third-largest city west of 495 and are known as the ‘crossroads of New England’ because Interstate 91 and two exits of the Mass Pike intersect here,” the mayor noted, adding that the city’s financial stability and the traffic that runs through it add to its appeal.

But he attributes the rapid acceleration in growth to concerted efforts that began in 2014 after he was elected mayor for the second time.

“In a time when people are losing faith in government, Chicopee has seen unprecedented cooperation between its leaders, locally and on the state level,” Kos said. “We are working together to get things done and are excited about the industries that have chosen to invest here.”

For this issue, BusinessWest outlines some of the major projects that took place in Chicopee last year as well as those scheduled to begin in 2017.

Cooperative Efforts

A three-megawatt solar farm under construction on a 26-acre site off of Outer Drive and Goodwin Street is an example of how combined efforts have led to growth.

Last summer, the city was finally able to raze 100 units of military housing units on the site, which had sat unused for two decades and become problematic. Although Chicopee acquired the property from the Navy in 2011 after five years of negotiations, restrictions and their condition had prevented the city from renovating the structures or reusing the land for other purposes

“The housing was an eyesore, in a state of disrepair that had become a hazard to the neighborhood due to vandalism, vagrants, and other problems,” Kos said.

In 2015, he proposed putting a solar farm on the site, and after the City Council and neighbors endorsed the idea, Chicopee was awarded a $1 million MassDevelopment grant to remediate the property that was matched with funds from city coffers.

The money came from the state’s $5.9 million bond bill grant program to support the Clean Energy Assessment & Strategic Plan for Massachusetts Military Installations, and the housing was finally torn down.

In December, a lease agreement was signed with Chicopee Solar LLC, a subsidiary of ConEdison Development, to build a solar farm on 21 of the 26 acres.

“We gave the company permission to begin working at the site while the final details were being worked out,” Kos said, explaining that ConEdison had to have all mechanical components installed and ready for operation by Jan. 8 to meet a deadline set by the Mass. Department of Energy that would allow it to receive solar renewable-energy credits.

“They worked under a very tight timeline and brought in electricians from all over New England, but there was complete cooperation between the company, the city, and the state, and the installation was finished on time,” said Michael Vedovelli, the city’s director of Community and Economic Development.

 

Increasing a city’s market rate residential population is one of the real secrets of urban success.”

 

Kos added that the city’s investment will be recouped in 10 years through tax revenue and income from the lease agreement and the government will also benefit because Westover Air Reserve Base will receive a 5% discount each year on electricity that will amount to $100,000 in annual savings.

He noted that the remaining five acres on the property are available for industrial use and located adjacent to Air Park North and the former Avery Dennison building that is being used by Yankee Candle.

The project has been praised by residents of the Crossing at Ridgewood Village, a condominium association that sits across from the solar farm.

“It’s a wonderful reuse of the property that is great for the region,” said Dottie Sikes, a resident and member of the board of trustees, who recalled living in the former military housing with her husband in 1970 when Westover was an active military base. “The Crossing has always been a great place to live, but it will be much nicer now thanks to the new solar farm.”

The city has also reached an agreement with Mass. Alternative Care Inc. to open a medical-marijuana cultivation facility and dispensary near the Springfield line.

The company plans to convert the former Chicopee Engineering Associates building into a storefront, and the City Council approved a zoning change for a 3,270-square-foot piece of land on East Main Street so the business can begin its operation.

It will be the first of its kind in Hampden County, and Kos said the owners will be ready to plant by April. “The facility will provide patients with necessary treatment options and bring jobs and numerous tax benefits to the city.”

Ongoing work has also taken place at the Uniroyal site, and last year two of the remaining buildings on the 27-acre property were razed.

“We’ll try to repurpose four of the remaining 10 structures,” Vedovelli said, adding that the city has been aggressive in pursuing funds to remediate the brownfields and received three $200,000 grants from the Environmental Protection Agency last year.

“It is a tribute to our grant writer and our team,” he said, noting that only 53 projects in the country received the grants.

Previously, the City Council had appropriated $185,000 to make roof repairs, cover a broken skylight, and board up broken windows in the administration building on the Facemate property at Oak and Grove streets. A full abatement of that 62,000-square-foot structure will be completed this spring, and a request for proposals will be issued later in the year.

Interest in the Facemate property continues to grow, and David Spada from Lawrence has plans to build a $22.9 million, 92-room assisted-living facility on Lot 4 of a 3.85-acre parcel that has frontage on West Main Street across from the Chicopee Falls Post Office, and will be situated off a new road which leads to the RiverMills Senior Center.

Residential Growth

Two years ago, Mount Holyoke Development purchased the Lyman Mills in Chicopee Center, and plans are now underway to convert the former textile-manufacturing plant into 110 market-rate apartments. The buildings were unoccupied for four years, and the new units will be loft-style work/live spaces designed to appeal to young entrepreneurs.

Kos said the project was made possible in part by a $2.6 million MassWorks grant the city received last year that will be used to upgrade water, sewer, and storm-water lines in the area. Tighe and Bond is designing the project, and the work will begin this summer.

“Increasing a city’s market-rate residential population is one of the real secrets of urban success,” the mayor said, noting that such development becomes a catalyst for further growth as residents put feet on the street and increase business at local establishments and restaurants.

Change is also occurring at the former Kendall House in Chicopee Center as a result of collaborative efforts.  Valley Opportunity Council acquired the building from HAPHousing Inc. last year, and has plans for a $7 million renovation that will convert the rooming house, which housed Quicky’s restaurant on its first floor, into 39 affordable studio apartments.

“We’re working to improve the affordable-housing stock within the city, and by collaborating with the state, VOC received a $3.1 million grant to help restore the Kendall House,” the mayor said, adding that the nonprofit will cover the remainder of the renovation costs.

He told BusinessWest the city is also working to increase home ownership through two incentive programs. The first is the First Time Home Buyers Assistance Program, which helped 22 eligible families last year by giving each up to $5,000 toward the purchase of a new home.

The second initiative is aimed at people willing to purchase three-family homes and live in them, which ensures the likelihood that they will be kept in good condition. New homeowners in the program are given $1,000 each year for up to 16 years as long as they reside in the properties.

“The majority of these homes are in Chicopee Falls, Chicopee Center, and Willimansett, and the program continues to grow and pay dividends,” the mayor said.

Improvements are also being made to the city’s parks; a $225,000 spray park with other amenities was completed at Wisniowski Memorial Park last year, and $225,000 will be invested to make enhancements to Sarah Jane Park this year.

In addition, legislators are working to grant approval to use the former Chicopee Falls Library building as a home for a third Head Start program.

Work on a new parking lot downtown has also been completed. It features 15 designated public spaces as well as parking for patrons of Munich Haus restaurant. The city has also applied to become designated as a Green Community, which would make it eligible for grants for improvements to city buildings.

Continuing Progress

Last summer, Pilgrim Interiors Inc. expanded, and several weeks ago U.S. Tsubaki Automotive LLC held its formal groundbreaking ceremony for a $11.5 million, 100,000-square-foot expansion.

“It will preserve 348 jobs and result in 35 new ones,” Vedovelli said, adding that the company decided to remain in Chicopee after considering a move to either Tennessee or Mexico.

New businesses continue to be attracted to the city, and last year PV Sullivan Supply Co. Inc. and Holden Humphrey Co. were welcomed.

Growth is expected to continue as seeds that were planted take root, and the outlook for this year is exceptionally bright.

“Chicopee is still the biggest small town in Massachusetts,” said Kos. “We’re like the old Cheers bar where everyone knows your name, and are making great progress because we work together in a way that benefits our community as well as its residents.”

 

Chicopee at a glance

Year Incorporated: 1848
Population: 55,603
Area: 23.9 square miles
County: Hampden
Residential Tax Rate: $17.31
Commercial Tax Rate: $32.49
Median Household Income: $47,276
median family Income: $65,443
Type of government: Mayor; City Council
Largest Employers: Westover Air Reserve Base; City of Chicopee; J. Polep Distribution Services; Turbo Care Inc.
* Latest information available

Education Sections

RoyalChristina Royal recently took the helm at Holyoke Community College. She brings with her a phrase, or saying, that she contrived and uses often as she talks about higher education and her approach to it: “it takes a village to raise a student.”

Before accepting the position of provost and vice president of Academic Affairs at Inver Hills Community College just outside the Twin Cities in Minnesota, Christina Royal first turned down an offer to become president of a school in Texas.

The stated reasons for that somewhat unusual career decision — many who have spent years working in higher education and believe they’re ready to apply for president positions yearn for that opportunity to lead their own school — speak volumes about Royal and her priorities. And also about the next school that would choose her to occupy the corner office: Holyoke Community College.

“I didn’t feel like it was going to be the best fit to get me the college experiences that I needed to prepare me ultimately to step into a college presidency and succeed,” she said in reference to job in the Lone Star State. “I’m a lifelong learner through and through, and when I look at my career to date, I tend to seek out positions where I see opportunities for growth and opportunities where I can make an impact.

“While it’s been helpful to be upwardly mobile in my career trajectory,” she went on, “it’s more important for me to feel that I can make a difference in that role and that I can learn something.”

Which says something about the provost’s job in Minnesota — and she did quite a bit of learning there, as we’ll see later — and also about the job she started on Jan. 9.

 

I really believe that having partnerships with business and industry and the community is essential for an institution of higher education to thrive.”

 

Starting with her visit to the campus on Homestead Avenue, she said she felt a “connection” — to the school, its mission, its current efforts to meet it, and the community as a whole. And the subsequent interviews and conversations with a host of constituencies, including students, faculty, and staff, only made the connection stronger.

At HCC, she saw an opportunity to forge an even stronger connection between the school and the community it serves, and thus make both stronger and more vibrant.

“I have a phrase that I’ve used often during my career — that ‘it takes a village to raise a student,’” she noted. “And I really believe that having partnerships with business and industry and the community is essential for an institution of higher education to thrive.

“Likewise, for a community with a community college to thrive, it needs to have a strong community college,” she went on. “I look at it as a bi-directional relationship and partnership.”

Royal arrives at HCC at an intriguing time for that school, community colleges in general, the ones in this state, and the four that serve this region. Indeed, those four institutions were chosen by BusinessWest as one of its Difference Makers for 2017, for their efforts to not only provide convenient, affordable access to higher education, but for becoming huge role players in regional economic-development efforts.

And, as that story goes on to note, the community colleges in this region have increasingly been working in collaboration among themselves and myriad other partners to address a host of workforce issues, including the skills gap plaguing virtually every sector of the economy.

Royal touched on some of these efforts when she talked with BusinessWest just a few days after her arrival — “nothing in this office is mine,” she said of what was in the credenza and on the walls — and noted that they fit right in with those basic criteria she was looking for in a move up the career ladder (and a college presidency) — opportunities to learn and grow professionally, and opportunities to make a difference.

As for community colleges as a whole, they are facing a host of common challenges, including enrollment — high-school graduation classes are getting smaller, and the economy is doing generally well, two factors that certainly don’t help drive individuals to community-college gates — and also financial pressures, and ongoing efforts to improve graduation rates, or ‘success rates,’ as many like to call them, because not all students are seeking a degree.

 

The $43 million renovation of HCC’s campus center

The $43 million renovation of HCC’s campus center is just one of many opportunities and challenges facing the school’s new president.

HCC is confronting these issues just as all schools are, said Royal, while it is also focused on some of its own specific challenges, including a soon-to-commence renovation of its campus center and a host of area workforce-development issues.

For this issue and its focus on education, BusinessWest talked at length with Royal about why she ultimately took this opportunity to become a college president, why she focused her career on the community-college community, as she called it, and what kind of learning opportunities she’s expecting at HCC.

Facing Stern Tests

Before getting into all that, though, Royal spent some time addressing the question often put to those putting ‘president’ on their business card for the first time — how and when did she know she was ready for that level of responsibility and challenge?

She said she recalls no specific morning when she woke up with that realization, but, rather, that it came with time, the accumulation of experience, the stockpiling of needed confidence … and confirmation from others in the industry that she was, indeed, ready to ascend to the top rung.

“I had a very well-rounded background, both in business and in higher education, that gave me a sense of the issues within higher education and the changing landscape of community colleges,” she told BusinessWest. “Given the number of college presidents that have been in these roles for many years and had started to retire, I was thinking this was a good time to be looking at pursuing one of those jobs.”

As for that accumulation of experience, it has come across the broad spectrum of higher education, starting in the private sector with CompUSA Inc. There, she provided instruction to more than 2,000 students for the Social Security Administration — and a host of other corporate clients — on various software-application programs.

From there, she went to the Beacon Institute for Learning in Florida, where, among other things, she was responsible for curriculum development, implementation, and assessment of technical training and certification programs for more than 20 colleges and universities, including Duke, Notre Dame, and Rutgers.

She then returned to her alma mater, serving from 2001 to 2006 as director of Technology-Assisted Learning in Marist College’s School of Graduate and Continuing Education in Poughkeepsie, N.Y.

In early 2006, she would take a job that would eventually inspire a career-path decision. It was executive director of Distance Learning at Cuyahoga Community College (CCC) in Cleveland, a massive school with four campuses, two corporate colleges, a $270 million budget, and roughly 52,000 credit and non-credit students. She would later become assistant vice president of eLearning & Innovation in 2010, a post she would hold until mid-2013.

It was during her tenure at CCC that Royal would first earn her doctorate in education (in 2007, at Capella University’s School of Education) a pre-requisite for most high-level jobs in higher education, especially president, and later achieve that aforementioned confidence and skill set also needed to ascend to those levels.

“My college president at the time said, ‘this is not for the faint of heart, but if you’re interested in this, then I’m going to send you to an executive-leader program focused on the job and the role of the president,’” she recalled. “She went on, ‘if you’re still interested when you come, let’s talk.’”

Christina Royal

Christina Royal says it take a village to raise a student, and this means more and stronger relationships between the college and the community.

 

She went, was interested when she came back, and the two did talk, she went on, adding that she considered herself ready for a presidency when there were “few surprises in the job,” and she had acquired a set of experiences that made her ready. She would cross that threshold at her next career stop — Inver Hills.

And it was also while in Cleveland, she said, that she began to focus on that aforementioned community-college community as her career ambition.

That mindset was only solidified at Inver Hills (which she chose over that Texas school), where she led a number of academic and workforce-development initiatives, including the South of the River Education Center, a workforce partnership with a host of other schools and economic-development-related agencies.

 

I had a very well-rounded background, both in business and in higher education, that gave me a sense of the issues within higher education and the changing landscape of community colleges.”

 

She told BusinessWest she has been looking at a number of president positions over the past several months, but made HCC the her main focus for a host a reasons, including geography (her family is still in the Albany area), but especially those aforementioned opportunities to grow professionally and make a difference — at the school and within the community it serves.

Grade Expectations

Since arriving on the campus during its winter intercession — students were not due back until late in January — Royal said she has taken advantage of that quiet time to meet with several of the constituencies she’ll be working with and beside.

These included staff and, later, faculty, as well as Holyoke Mayor Alex Morse, several state legislators, the school’s foundation, the Greater Holyoke Chamber of Commerce, and the other area community college presidents (through a photo shoot for the Difference Makers program).

She and Springfield Technical Community College President John Cook have already talked more than a few times, continuing a dialogue — and pattern of collaboration — forged by their respective predecessors, Bill Messner at HCC and Ira Rubenzahl at STCC, who retired within a few weeks of each other last summer. (You can read more about those collaborative efforts in the story on page A4).

Royal has also become acquainted with many of HCC’s current initiatives, and there are many of them, including:

• A $43.5 million renovation of the school’s campus center. The two-year project will change the look, feel, and orientation of the campus, and give it what administrators are calling “a new front door.”;

• The Mass. Casino Careers Training Institute, a joint effort among all the state’s community colleges to train people for careers at gambling facilities, including the $950 million MGM Springfield now taking shape in that city’s South End;

• The Cubit Building. That’s the name given to an old mill in downtown Holyoke that takes that shape. HCC will be moving its culinary-arts program into the first two floors of that structure, thus making it the anchor tenant in a building that will also feature market-rate housing and is touted as one of the keys to revitalization of the city’s Innovation District;

• TWO (Training & Workforce Options), a collaborative effort with STCC to provide training programs to help business sectors and individual companies close recognized skills gaps; and

• The school’s designation as an Hispanic Serving Institution, a federal designation from the U.S. Department of Education. Schools earn it when they have an enrollment of undergraduate full-time-equivalent students that is at least 25% Hispanic, a threshold HCC has reached. If it maintains that number for a year, it will be eligible to apply for certain grants that can be used to assist that specific constituency, Royal said.

As might be expected, Royal said one of her first priorities for the school will be to undertake development of a new strategic plan, which would be the first in decades, in her estimation.

She doesn’t expect that a new plan will yield many surprises in terms of recognized priorities, growth opportunities, and a specific strategic direction (although one never knows), but instead will provide needed affirmation of a host of agenda items.

These include the broad issues of access, enrollment, and how to grow it given the current, and lingering, challenges, and developing programs to improve students’ chances for success — whether they’re seeking a certificate, a two-year degree, or a pathway to a four-year degree.

And with that, we turn to what Royal wrote to the search committee that would choose HCC’s next president as she expressed her interest in the position.

“I have been intentional in my career about serving the community-college mission,” she said. “Growing up as a first-generation, low-income, biracial college student, I understand the community-college student and the challenges they face. Student success is most effectively achieved when an institution understands the unique support needs of students in two-year colleges.”

To further emphasize ‘unique,’ she would go on to discuss — with the search committee in that letter, and then, several months later, with BusinessWest — an initiative called the Mobile Food Pantry at Inver Hills.

As that name suggests, this program, created in partnership with a Minnesota-area nonprofit called Open Door, which has a mission to end local hunger, allows Inver Hills’ students in need of food support to receive healthy food on a bus that travels directly to the college.

And there were, and are, plenty of students in need, said Royal, adding that 60% of Inver Hills’ students were classified as low-income.

Whether HCC needs a mobile food pantry or something like it remains to be seen, said Royal, adding that it is merely one example of the ways community colleges can and should work to address the many obstacles standing in the way of students’ success.

“The reason programs like Food Pantry are important is that you cannot educate a hungry student,” said Royal in a firm, direct voice. “We do have students who are struggling, their food insecure, their housing insecure, there are transportation problems … these issues are real, and they impact their quality of focus as they try to concentrate on their studies and improve the quality of their life and the lives of their children.

“We have to look at how we’re able to address, or partner with someone who can address, some of these social-service issues that come with some of the students we serve,” she went on. “So I’ll be looking at community partnerships to address some of these issues.”

Food for Thought

As Royal noted, it takes a village to raise a student.

She is now in a leadership position within that village, and is intent on using that power and responsibility to make success less of a goal and more of a reality.

And, while doing so, she’ll be focused on creating more and different learning experiences — not only for the students, but for her as well.

That’s why she came to HCC, after all.

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

Class of 2017 Cover Story Difference Makers

Difference Makers to Be Honored on March 30

bizdiffmakrslogobttrfly

When BusinessWest launched the Difference Makers program in 2009 (see past winners HERE), it was with the understanding that there were several components to this initiative.

The first is what this special edition has become, a comprehensive effort to shine a light on individuals, agencies, and institutions that are finding profound and often unique ways to improve the quality of life in the community we call Western Mass. These light-shining efforts are profiled with words and pictures that collectively tell some very poignant stories.

The second component of this program, the more fun one, is the event at which the honorees are recognized for their various accomplishments and contributions. Since the beginning, those of us at BusinessWest have struggled with what exactly to call this gathering.

‘Dinner’ doesn’t quite work, because, although the food at the Log Cabin is certainly excellent, the evening’s festivities encompass so much more. ‘Gala’ falls short, too, because this connotes black ties and formality, and there is little of that at this event.

No, we prefer the word ‘celebration,’ because that’s exactly what this is — a celebration of those who stand out and make this region a better place to live, work, and conduct business because of their efforts. And this year, there is much to celebrate:

The region’s community-college presidents

The region’s community-college presidents, from left, Bob Pura, Ellen Kennedy, John Cook, and Christina Royal.

• We start  with a nod to the region’s community colleges. While perhaps not as famous as the region’s many fine private schools or UMass Amherst and other four-year institutions in the state system, these schools — Berkshire Community College, Greenfield Community College, Holyoke Community College, and Springfield Technical Community College — are playing an absolutely critical role in the development of this region.

They act as both a door of opportunity, especially to those who don’t have many available to them, and a pathway to careers, through both degree and certificate programs that provide job skills and also transfer opportunities to four-year schools. Meanwhile, behind almost every major economic-development initiative in this region, there is a community college playing a significant role.

Friends of the Holyoke Merry-Go-Round

Some of the many passionate Friends of the Holyoke Merry-Go-Round: from left, Jim Jackowski, Barbara Griffin, Angela Wright, and Joe McGiverin.

• We continue  with the Friends of Holyoke Merry-Go-Round Inc. The story of how this group raised the money to save the carousel at Mountain Park and keep it in the Paper City has been told many times. But there’s a reason for it. This is an epic tale of a community coming together and battling long odds to save a treasure that could very easily have become someone else’s treasure.

But buying the carousel was just the first chapter in the story, really. Keeping it operating amid a host of stiff challenges so that it may be enjoyed by more generations of ‘young’ people (with young in quotation marks for a reason) is an ongoing saga and one certainly worth celebrating.

Denis Gagnon

Denis Gagnon

• As are the contributions of Denis Gagnon Sr. He has improved our lives by dramatically reducing the amount of time we need to spend in the restroom drying our hands with his company’s XLERATOR. But that’s not why he’s being honored. OK, that’s part of it.

The other, much bigger part is how he has devoted generous amounts of time, energy, and imagination to groups and causes ranging from the Boy Scouts to the Children’s Study Home to a host of veterans’ initiatives, and, while doing so, serving as a true inspiration to others.

Jennifer Connolly

Jennifer Connolly stands beside the portrait of JA co-founder Horace Moses at the agency’s offices in Tower Square.

• Also worth celebrating are the contributions of Junior Achievement of Western Mass. This is a group that has been around a long time now (its centennial is coming up in 2018), and it would be easy to take its many programs for granted.

That would be a big mistake. As the story reveals, JA programs run much deeper than showing high-school students how to make and sell lamps (although that’s where it all started, and that solid foundation remains).

The organization begins by teaching vital lessons in financial literacy to kindergarten students, and stays with these young people until they’re ready for college or whatever other path they choose. And because JA stayed with them, the lessons stay with them as well.

Photo by Leah Martin Photography

Photo by Leah Martin Photography

• Last but certainly not least, there is Joan Kagan, whose career and accomplishments are worth celebrating for many reasons.

She has steered the organization known as Square One (formerly Springfield Day Nursery) through treacherous whitewater in the form of seemingly endless adversity. It has come in waves, literally and figuratively, from a tornado to a natural-gas blast to persistent fiscal challenges.

But her more lasting contribution has been tireless efforts to not only serve children and families, but lobby state and federal leaders for the many kinds of support they need and deserve.

As we said, this year’s honorees offer much to celebrate. And we’ll do it on March 30. Here’s what you need to know:

 

Fast Facts:

What: The 2017 Difference Makers Celebration
When: Thursday, March 30
Where: The Log Cabin Banquet & Meeting House, Holyoke
COST: Tickets are $65 per person, with tables of 10 available. To order, call (413) 781-8600, ext. 100.
For More Information: Call (413) 781-8600, ext. 100, or go HERE.

Sponsored by:

RoyalPC SunshineVillage first-american-logo nortwestern-mutual
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Features

Man of the People

Senate President Stan Rosenberg

Senate President Stan Rosenberg

Massachusetts Senate President Stan Rosenberg — one of the few legislators from Western Mass. who have held that position — began his career as an aide to then-Sen. John Olver, and has served as Olver’s successor for the past 26 years. During that time, he has worked on myriad issues important to his constituents, from education funding to energy policy; from labor matters to mass transit. The common threads, he said, are the importance of continually making investments in the state’s future, and his philosophy of government as a ‘helping profession.’

A leader in the Massachusetts State House with deep roots in Hampshire County. Passionate about issues ranging from wage equity to expanding rail service across the Commonwealth. Known for his lengthy career as a legislator, including election in ’15 as president of the Massachusetts Senate.

Meet Calvin Coolidge, the 30th president of the United States.

Or, alternately, current state Senate President Stan Rosenberg, considering how remarkably those careers intersect, a century apart.

“He was a Republican, but he was quite a progressive in some ways,” Rosenberg, a Democrat, said of someone he counts as a role model; in fact, when he gives State House tours, he always brings visitors to see Coolidge’s desk, which has a home in his suite of offices. “He was involved in the minimum wage, he was involved in rail — his goal was to get rail everywhere in Massachusetts. Then the automobile interrupted the progress they’d made, and the rail system started to diminish while highways expanded.

“Well, guess what?” he went on. “It’s 100 years later, and we’re still working on the same problems. We’re still talking about pay equity. We’re still talking about rail.”

For Rosenberg, 67, whose career as a state legislator stretches back to 1986, transportation issues are matters of access and opportunity for state residents, a concept he would return to several times during his recent talk with BusinessWest.

Sen. Stan Rosenberg arrived at the State House

Sen. Stan Rosenberg arrived at the State House as Sen. John Olver’s aide in 1980 and never left, succeeding Olver in 1991.

“These are 21st-century issues, whether we’re talking about transportation and connecting regions outside metro Boston, or talking about ensuring that everyone has access to higher education. Those are the kinds of issues where, if you don’t ensure availability statewide, then people’s economic opportunities get constrained.

“It isn’t just nice to have rail,” he went on, explaining that getting people back and forth to jobs means allowing them to work far from where they live, which helps fill up underused housing stock. Rosenberg was involved in efforts to secure $33 million to upgrade the Pan Am line from Connecticut to Vermont via Springfield and Northampton, as lawmakers continue to eye east-west rail service from Boston to the Pioneer Valley.

“The same with education,” he said. “If you don’t have access to quality education, you’re not going to line up with the jobs that are available. Even in the Pioneer Valley, we have vacant positions that don’t have people to fill them. The skills gap is a really big issue. The achievement gap is a big issue. We have 100,000 vacant jobs statewide, and 100,000 people looking, according to the unemployment numbers. We’ve got to match them up, and that means education, training, and retraining for opportunities.”

Two years ago, Rosenberg became the first senator hailing from Western Mass. elected president of that chamber since 1971, but he dismisses talk that his region’s issues are pushed to the side on Beacon Hill.

“There’s often a feeling about Western Mass. getting the short end of the stick, but all of the regions — north, south, and west — outside the metro Boston area have a similar feeling,” he said. “We’re not unique.”

One thing Western Mass. legislators have been adept at, he went on, is speaking with a unified voice to promote the region’s shared needs and hopefully impact policy.

“Our delegation in Western Mass. has been very nimble and adept at building coalitions to make sure, when there are opportunities, we have a seat at the table,” he said, citing a few examples, from the MGM casino opening in Springfield in 2018 — area legislators fought to ensure the region would win one of the projects — to ongoing life-sciences and research projects.

“The same thing with high-tech projects: the largest big-data center in the state is actually not in Boston; it’s in Holyoke,” he said of the Massachusetts Green High Performance Computing Center. “Having that center there is an enormous positive for the region.”

Rosenberg also touted the partnership between UMass Medical School and Baystate Health to bring a medical-school campus to Springfield later this year, forming a sort of medical-education and research triangle between Springfield, Worcester, and Amherst.

“We keep finding opportunities to develop things that are uniquely ours while also making sure we are not left out of the discussion when planning statewide initiatives, so the Pioneer Valley gets to be the beneficiary.”

Calvin Coolidge would undoubtedly be proud. But there’s far more to Rosenberg’s personal story and career.

Through the Ranks

Raised in foster care, Rosenberg graduated from Revere High School in 1967 before attending UMass Amherst, and embracing the region he would come to represent in Boston.

“I went to school part-time and worked full-time at UMass because of my financial situation in the late ’60s and early ’70s,” he told BusinessWest. “While attending UMass, he founded and headed the Arts Extension Service and then became director of Community Development and Human Service Programs in the Division of Continuing Education.

“As a result, I started to make a lot of connections with people and became politically engaged,” he explained. In 1980, then-state Sen. John Olver asked if he was interested in working in Boston as his aide. “I left my job on a Friday, and on Monday arrived at the State House for my first day of work.”

 

All across the country, we’re seeing declining state appropriations and higher education driving up student charges, driving up student debt. And when graduates get into the economy, they have no disposable income, so it’s harder to stay in state.”

 

Rosenberg went on to serve as executive director of the state Democratic party from 1983 to 1985, and as the district director for U.S. Rep. Chester Atkins from 1985 to 1986. He then sought and won a seat on the Massachusetts House of Representatives in 1986, representing Amherst and Pelham. In 1991, he won a special election for the state Senate seat being vacated by Olver, a role he has maintained for 26 years, representing 25 communities, mainly in Hampshire and Franklin counties.

While in the Senate, he has served as chair of the Election Laws Committee, the Banking Committee, and the Senate Ways and Means Committee, followed by assistant majority leader from 1999 to 2002 and Senate president pro tempore from 2003 to 2013. He was appointed Senate majority leader in 2013 and Senate president at the start of 2015.

The issues he cared about early on aren’t much different than what he prioritizes now, and reflected the mindset of his district. His interest in higher education dovetailed with the fact that the state’s flagship university is located in Amherst. With many environmentally minded residents in his district, he worked on recycling and the greenhouse-gas issue, now commonly known as climate change. And with the closings of Northampton State Hospital and Belchertown State School, social services to help people in need became a main concern as well.

“You can’t live in the Pioneer Valley without thinking about economic development, but also social justice,” said Rosenberg, who has had a personal stake in some of those issues, notably the Bay State’s first-in-the-union legalization of gay marriage a decade ago, a law he and his husband, Bryon Hefner, availed themselves of last year. “In representing that constituency, you’ve got to be prepared to work in both of those areas.”

He recognizes that businesses have concerns about employment regulations that favor workers, such as minimum-wage laws, equal-pay rules, and family-leave advances, but believes that, given enough time to adapt, companies always do. As one example, provisions of the equal-pay law passed last summer, aiming to ensure women are paid equally with men for equivalent work, don’t take effect until the summer of 2018.

“If a business or agency has time to adapt, it is clearly understood in the public-policy realm that you’ll have a very modest impact when you raise the minimum wage, for example. It may be different for individual businesses, but for the economy as a whole, there’s a very minor impact — and it’s even better when there’s warning and you can plan for it.”

Ideally, he said, the public and private sector works together for mutual benefit, as seen in the 2006 health-insurance law that provided tax credits and tools through the Health Connector to help employers ensure their employees were covered in an affordable way. “Not that there won’t be some pain in that or some dislocation in some situations, but by working together, we can minimize that pain.”

Creating a culture where the workforce has access to affordable healthcare, family leave, and other work-life benefits is critical, Rosenberg said, to retaining top talent in the state. “We have a knowledge-driven economy, and we want people to settle here, to locate their businesses here. By doing these things, we are making a difference.”

He noted that Massachusetts was among the first states, more than a century ago, to establish a minimum-wage law. “We were one of the innovators, and now it’s national practice. We have the third-highest per-capita income in the country, and by most measures, the balance between the strength of the economy and quality of life here is extremely strong.”

Providing that quality of life takes public investment, he insists, and public education is a good example. As a co-chair on the Senate Task Force on Public Higher Education and the Public Higher Education Caucus, he advocated for higher state appropriations for colleges, while holding institutions accountable for how they spend the money.

“All across the country, we’re seeing declining state appropriations and higher education driving up student charges, driving up student debt,” he said. “And when graduates get into the economy, they have no disposable income, so it’s harder to stay in state. If they don’t have disposable income, if it’s all going to pay rent and student debt, they don’t have money to go out and buy things. That hurts small businesses in particular.”

Again, it’s that concept, one of the defining ones in today’s Democratic party, that public investment benefits everyone, but Rosenberg doesn’t simply want to issue legislation from on high (well, high on Beacon Hill, anyway); he wants to engage constituents on what matters to them.

“You have to have a robust and open process for people to engage with you,” he told BusinessWest, “so they have a seat at the table and a voice in discussions that are going to affect them.”

Out and About

Rosenberg noted that each of the state’s 40 senators chairs a committee or acts in some other leadership position, and in the past two years, they have been working to “transform the organization” according to best practices of shared responsibility, shared leadership, teamwork, and engagement with constituents to identify solutions to key issues.

“We’re less hierarchical in the Senate than we used to be,” he noted. “Members are much more engaged at every level, and we’re trying to expand transparency within the body and engagement with the public.”

One concrete strategy for doing the latter is a practice known as Commonwealth Conversations. That project divides the state into nine regions, each with their own specific needs and priorities. Groups of senators spend a day in each region talking to constituents about projects they want to see accomplished, but also the community values they hold.

“We hear similarities of concern, but also differences,” he said. “Boston isn’t the Pioneer Valley, and Pittsfield isn’t Springfield, for that matter.”

Sen. Stan Rosenberg says transportation, education, and labor matters aren’t just political issues

Sen. Stan Rosenberg says transportation, education, and labor matters aren’t just political issues; they’re access points to a better quality of life for Massachusetts residents.

The idea, he explained, is to develop statewide policy that can be adapted for regional differences, such as meeting skills gaps that differ throughout the Commonwealth.

“For example, we’ve been rebuilding the machining industry sector in Western Mass. Not that it’s not going on elsewhere, but it’s a big priority in our area,” he said, noting initiatives from the Middle Skills Manufacturing Initiative to train manufacturing workers in Franklin County to efforts to attract the Chinese rail-car manufacturing giant CRRC to Springfield. “The pieces all seem disparate, but they’re all connected.”

Even though a heavily Democratic Legislature and a Republican governor in Charlie Baker make for divided government in the technical sense, those officials maintain strong working relationships, Rosenberg said, noting that he meets with Baker, the House speaker, the Ways and Means chair, and the minority leaders every Monday afternoon — the location rotates between their offices — to talk about current issues before the Legislature.

“Even if we don’t have a specific agenda, we always talk about the common ground we have to build solutions to the problems of the day. Those meetings reach back to Bill Weld, Billy Bulger, and Charles Flaherty, and that tradition has been maintained whether we have a unified or divided government. It really makes a difference when you’re communicating.”

There are issues that rankle one side or the other, of course, and the divisions between Democrat-dominated Massachusetts and the national arena will only grow following the improbable rise of President Trump, who seems poised to lead with the same bluster and scattershot style that proved a winner on the campaign trail — only, with the ability to do actual damage to policies progressives value, beginning with the Affordable Care Act.

“We have to be mindful of a lot of change coming out of Washington,” Rosenberg said. “I’m worried about what’s happening on the health-insurance front. We had a universal plan that was working and got disrupted by the federal plan, but we adapted. The administration signed a $53 million, five-year plan for health transformation in Massachusetts. Now, the question is, will the administration honor that commitment, or will they make so many changes in the universal federal health program that it disrupts the state program again?”

Other shifting priorities in Washington could cause disruption in the Bay State as well. When it comes to climate change, for example, Massachusetts, as a coastal state, is trying to plan for the future, including possible coastline impacts, in a “balanced but aggressive way,” the Senate president said. “Whether or not they upturn federal policies might have an impact on state policies.”

Then there’s marijuana, which is legal for medical use in 28 states and for recreational enjoyment in eight; both apply in Massachusetts. Although using the drug continues to violate federal law, President Obama’s administration took a hands-off policy when the will of the states went their own way.

“If Mr. [Jeff] Sessions is appointed attorney general, will he stick to the policies of the Obama administration, where, if it’s heavily regulated and you follow those regulations, we’ll leave you alone?” Rosenberg asked. “Or will Mr. Sessions follow federal law and say, ‘I don’t care if your voters voted for it; you can’t do it anymore’? If they do come in and start enforcing it, that could be a pretty big deal.”

Helping Profession

It’s clear that legislative matters of all kinds, and the way they impact people’s lives, are a big deal to Stan Rosenberg.

When asked what gratifies him most, though, he returned again to the work he and his colleagues are doing to, as he called it, “transform the Senate as an institution.”

After all, he told BusinessWest, it’s very easy for malaise to set in within legislative bodies. “What we’re doing in the Senate has empowered our members, and that empowerment has excited them, and that excitement leads to an enormous amount of energy around trying to produce quality legislation that moves our communities forward.

“This is a helping profession,” he went on. “Every day, you get phone calls and meetings that challenge your thinking and keep you on the cutting edge of life. Every day you find opportunities to help one person, one business, one institution, one community.”

He likens those opportunities to winning a bit of money on a scratch ticket. “And every so often, it’s like winning the lottery when you pass a big piece of legislation that affects the future of the whole Commonwealth.”

Calvin Coolidge certainly made his mark — eventually, well beyond the borders of the Bay State. For now, Rosenberg is happy to keep making a difference for his constituents at home.

“Every day, you’re presented with opportunities to be helpful,” he said. “That keeps me going.”

Joseph Bednar can be reached at [email protected]

Features

Making a Solid Return

 

massmutualduqettefacessigncroppedDennis Duquette left MassMutual nearly 30 years ago for what would become a variety of roles at Fidelity Investments in Boston, most all of them in the realms of community relations and corporate responsibility. He says he’s passionate about such work — passionate enough to quickly put aside any thought of retirement last year and agree to lead the team handling those assignments at MassMutual.

When Dennis Duquette returned to his hometown of Springfield last May after a nearly 30-year stint with Fidelity Investments in Boston, he was, at age 57, retired. Sort of.

He was retired from Fidelity, at least, and determined to “recharge a bit,” as he put it. The plan was to take the summer off, rest, travel around the region, and reconnect with some people here, and he did all of the above, while also trying to determine just how well retirement was sitting with him.

As it turned out, it wasn’t sitting well at all.

“Toward the end of the summer, I started thinking, ‘I have to start doing something; I have to start thinking about going back to work,” he told BusinessWest. “I figured out that I was too young to retire … I wasn’t there yet.”

With that question answered, there was now another one facing him. It didn’t concern where he would return to the world of work (he was back in Springfield, and he was going to stay here), but in what capacity; his first thoughts tended toward project work and consulting.

Instead, something much different came into his field of vision.

To make a fairly long story short, there were a few conversations with some colleagues in the financial-services industry that eventually led Duquette to interview for and then accept the position of director of Corporate Responsibility at MassMutual and president of the recently established MassMutual Foundation, succeeding Nick Fyntrilakis, who held that post for several years.

And in every respect, this was a logical move and proverbial perfect match — for both Duquette and the company. That’s because he’s certainly not a stranger to Springfield, the company, or the many duties involved with corporate responsibility.

Indeed, he started his career in financial services at MassMutual’s State Street headquarters in 1981 as a compensation analyst, eventually moving on to community relations specialist and associate director of Group L&H (life and health) Marketing during a stay that lasted more than eight years. And at Fidelity, he would hold a number of titles related to marketing, community relations, and related work, including his last one, vice president of Corporate Sponsorships, a role we’ll hear more about later.

In an interview soon after arriving back on State Street just before Christmas — his order of business cards had been placed, but they had yet to arrive — Duquette told BusinessWest that the phrase (and title) ‘corporate responsibility’ is somewhat new, but the concept certainly isn’t.

MassMutual

Dennis Duquette says the paradigm regarding corporate social responsibility has changed, and MassMutual is on the cutting edge of current trends.

He said major corporations like MassMutual, which employs roughly 7,000 people in Springfield — and even much smaller companies, for that matter — have always had a responsibility to serve the ‘community’ they call home, however that term is defined. In MassMutual’s case, such work within the community dates back to its earliest years in the 1850s.

However, he went on, what has changed, in some respects, is the manner in which these responsibilities are met.

“The model 30 or 40 years ago was … you write a check, and you get your name in support of something; that paradigm has changed, and I think for the better,” he explained, adding quickly that MassMutual does still write some checks. But in most all cases, money is accompanied by programming and direct involvement with the cause or program in question, usually in collaboration with other groups and agencies.

And the initiatives undertaken are part of a broad strategy to improve quality of life within the community, build financial security for families, and create opportunities for people of all ages, but especially young people, he said.

There are myriad examples of this, he said, before citing a few to get his points across, including MassMutual’s involvement with Valley Venture Mentors and the project to create an innovation center in downtown Springfield; the MassMutual Foundation’s awarding of $15 million to UMass Amherst over 10 years to further strengthen its world-class data-science and cybersecurity research and education programs; and the foundation’s launch just last October of free digital financial-education curriculum — part of its FutureSmart program — for middle-school students nationwide.

There are many other examples, he went on, all of which reflect a broad strategy with stated goals and clear objectives for meeting them.

For this issue, BusinessWest talked at length with Duquette about his decision to unretire, but especially about his new role — in which he serves as the unofficial face of MassMutual within the community — and the many ways MassMutual’s corporate responsibility is manifesting itself, in Western Mass. and beyond.

At Home with the Idea

While Duquette left Springfield and MassMutual in 1989 for Fidelity and the Boston area, he didn’t exactly leave his hometown completely behind him.

He still had family and friends in this area, and stayed in touch as best he could. “I read MassLive a lot,” he said with a laugh, adding that various media outlets (including BusinessWest) and contact with acquaintances kept him abreast of everything from the 2011 tornado and its aftermath — he’s a Cathedral graduate and donated money to the rebuilding of that school, which was destroyed by the twister — to the difficult financial times that visited the city over the past few decades, to some of the many recent forms of progress, including the arrival of MGM.

Taking stock of the city and what’s happening within it — something he’s been doing all along, but especially since returning home eight months ago — he said there are many signs that the city is truly on the right track.

“I drive around Springfield, and I walk around Springfield, and I see potential,” he explained. “I know the city has fallen on tough times in the past and has worked to dig itself out. There was a natural disaster that blew through the town, literally, but I think the mayor has done an outstanding job of leading the city back, obviously with the help of a lot of people.

“When you consider this city’s history, its location, the resources that it has — material and intellectual — there is a lot of potential here,” he went on. “It’s really just a matter of having the right leadership and vision, and I believe the mayor, the City Council, and city officials are super diligent about that. And I think we have a governor and lieutenant governor now who are very focused on helping the gateway cities, and Springfield is one of them. Overall, I’m very hopeful.”

Dennis Duquette says involvement in entrepreneurship initiatives, such as the innovation center on Bridge Street now under construction, fit into MassMutual’s broad CSR strategy.

Dennis Duquette says involvement in entrepreneurship initiatives, such as the innovation center on Bridge Street now under construction, fit into MassMutual’s broad CSR strategy.

He acknowledged that Springfield, and Western Mass. as a whole, haven’t seen anything approaching the explosive growth that Boston and the areas surrounding it did over the past few decades, but told BusinessWest that efforts to compare and contrast the two regions are neither warranted nor particularly fruitful.

“I don’t think Springfield has to be like Boston to be a successful city,” he explained. “There are some great things that Springfield can do that are unique to Springfield that don’t necessarily have to replicate Boston.”

With that, he acknowledged that he will now have a much better view of what’s happening across Greater Springfield and, through the many aspects of his new role, will be taking a direct role in helping to see that the region’s potential is realized.

And, as noted, he brings a good deal of experience to that role.

Indeed, at Fidelity he led a number of initiatives involving corporate sponsorships, education, employee volunteerism, and employee giving.

As one example, he cited development of a digital financial-literacy game in cooperation with New York-based Dopamine Inc. for middle- and high-school students, an initiative launched in support of Fidelity’s broader financial-literacy programs, in partnership with FidelityCares, the firm’s community-relations apparatus.

Another example is The Alzheimer’s Project. That was the name attached to a HBO series on the crippling disease, for which Fidelity Investments took a key sponsorship role.

In many respects, Duquette explained, Fidelity’s broad corporate-responsibility strategy, if you will, mirrors MassMutual’s in that many initiatives focus on young people, education, financial literacy, and overall quality of life.

And these initiatives involve partnerships, not simply check writing, he went on, adding that this same philosophy reigns at MassMutual, which has a 165-year history of giving back to the community and status as Springfield’s largest corporate citizen.

“MassMutual is an important community partner in Greater Springfield, not only by virtue of its size, but also by virtue of its legacy,” he explained. “I don’t see that changing, but what will change, potentially, is the way we do our partnerships; we have a great opportunity to continue our partnerships and build new ones, and I’m very excited about that.”

Paying Dividends

As he noted earlier, Duquette, upon deciding to ‘unretire,’ approached a number of people to solicit possible leads on landing spots, again, with the thought that consulting or project work were the most likely contenders for what would come next.

One of those people was Jennifer Halloran, MassMutual’s head of Brand and Advertising — only Duquette needed to be told this was what it said on her business card. He had worked with her at Fidelity for years, but was unaware that she had come to MassMutual. It was Halloran who alerted him to an opening at the company at the top of its Corporate Responsibility team.

Duquette was somewhat surprised by this news — he had recently been a spectator for the groundbreaking, or “wall-smashing,” as he called it, for the innovation center on Bridge Street and heard Fyntrilakis speak on behalf of MassMutual, a partner in the project. But he was also quite intrigued, because such work had come to define his career in recent years.

“I got really excited about this role,” he explained. “And I got excited for a few reasons. For starters, this is something I’m passionate about. I think the role of corporations in this country and around the world is changing — the impact corporations can have on the communities in which they’re based, and society in general, is immense.

“Secondly, and I think more importantly, my view had always been that MassMutual was really exemplary in this space,” he went on. “I say that as someone who left MassMutual in 1989, never thinking or intending that I would be back here, but over the years, I was taking note of things that MassMutual was doing when it came to corporate responsibility.”

Elaborating, he would summon the words ‘bold’ and ‘innovative’ to describe some of those initiatives, adding that, as he watched them unfold while working for a competitor, he would nod his head in approval.

“For me, as someone who cares about this work, to come into an environment that really supports it and champions it — and that goes right to the top of the house — this was a no-brainer for me to pursue this opportunity,” he said, adding that, just a few weeks in, he’s “pumped.”

He’s spent those few weeks doing more of that connecting he described earlier — he’s met with the leadership team at the Community Foundation of Western Mass., for example — but also on the road. Indeed, he spent his second week on the job in Phoenix, where the corporation also has a huge presence, becoming acquainted with various initiatives taking place there and on a national level.

There will be much more of all that in the months and years to come, he said, adding that creation of the MassMutual Foundation in 2015 is an important development when it comes to the shape and scope of corporate-responsibility initiatives at the company.

“It gives us guardrails and parameters through which we can do our corporate giving,” he said of the foundation, “and it also gives us a platform from which we can launch ideas and partnerships — that I think are deeper and smarter — with some of our critical nonprofit partners.”

Elaborating, he said the foundation provides a vehicle with which the corporation can work with a host of partners — locally, in other communities where it has a presence, and in markets important to the business — to “amplify the things we care about.”

With that, he returned to the FutureSmart program as one solid example. To make it happen, MassMutual partners with education-technology leader EverFi, which is building a network of relationships with school districts around the country to introduce financial-literacy curriculum.

“We work with them as a partner to get us into some of the markets we’re interested in, and build those local programs,” he said, adding that the broad goal is to reach 2 million students by 2020.

There are many other examples, he went on, adding that, to slice through his multi-faceted job description, the primary goal is to create more of these partnerships and continue to develop new and fruitful ways to invest in the community — literally and figuratively.

The work with VVM and other economic-development-related groups to encourage entrepreneurship and fund startup companies certainly falls into that category, he said. The various initiatives are in some ways unique for a financial-services company, he noted, but overall, such efforts dovetail with the major goals of the company’s broad corporate-responsibility strategy.

“If you look at that strategy, it’s all about securing and enabling economic security for families,” he explained. “We help people secure their futures through financial means, so as a community partner, we’re about getting in and supporting initiatives, ideas, and programs that will help build and sustain economic viability for communities that we care about.”

Elaborating, he said that, by providing various types of support to startups and the groups that mentor them — everything from capital for startups to technical support in an investment that totals $5 million — MassMutual is investing not only in those ventures, but in Greater Springfield itself.

“I’ve had prior experience with an incubator in Boston with MassChallenge,” he said, referring to the entity that describes itself as ‘the most startup-friendly incubator on the planet.’ “And I was excited to see that there was a vibrant incubator/entrepreneur community that was bubbling up here in Springfield.

“When you think of this particular region, where we’re located, the access to higher education in the Pioneer Valley and the surrounding areas, it’s a logical place,” he went on. “And it’s also a great place for people to come, young people in particular, and kick the tires on some new ideas and try their wares.”

Investments in the Community

Talk of the partnership with VVM brings Duquette back to his comments about how corporate social responsibility, or CSR, as it’s called, now goes well beyond simply writing checks.

“My approach to CSR is this — if we’re going to be working together and providing financial support to a nonprofit, that’s great, but I also want to understand what that group’s objectives are as a nonprofit,” he explained. “And then say, ‘here are my objectives as a representative of MassMutual. Let’s talk about how we can work together to build something that goes beyond the money. Let’s build something that’s really meaningful.’”

Working toward such ends is something Duquette is passionate about, and something that certainly propelled him out of retirement.

You might say he’s at home with his latest, and perhaps last, career stop — in every sense of that phrase.

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

40 Under 40 Nomination Form

The Search Is On

40under40-logoIt was a decade ago — if not to the day, then pretty darn close — when the leaders at BusinessWest conceptualized a new recognition program.

It would be called 40 Under Forty, and while that name — and the program itself — were not exactly new from a national perspective, they were to the Western Mass. region. And what’s happened in the 10 years since BusinessWest issued its first call for nominations of rising stars across the four counties of Western Mass. has, in a huge bit of understatement, exceeded all expectations — in many ways.

“I think we knew we had a great idea — to recognize young leaders who were standing out in their field, and in the community,” said Kate Campiti, BusinessWest’s associate publisher. “But I don’t think we knew just how big this would become.”

Big, as in a now-coveted award which has come to symbolize both accomplishment and leadership. Big, as in a brand which has adorned everything from plaques to beer mugs. Big, as in the party. Staged each June, the gala at which the class in question is introduced and given its moment in the spotlight has become a quickly sold-out, yet not-to-be-missed event.

Members of the class of 2016

Members of the class of 2016 pose for their group shot at the gala last June at the Log Cabin. Readers can help decide who will be in the shot five months from now.

And this year, well, it will get even bigger — at least in terms of the number of people who have a 40 Under Forty plaque on their desk and their photo and profile in a frame on their wall. There are 400 such individuals, and come the fourth Thursday in June (the 22nd), there will be 440.

That’s where you come in.

Indeed, while nominations are accepted all year, this is an official call for help in determining the composition of the class of 2017.

Nominations, which can be submitted HERE, will be accepted until Feb. 17. Those nominations will then be turned over to a panel of judges (to be introduced in an upcoming issue of BusinessWest), who will score them.

When nominating an individual, keep a few things in mind. First, said individual must be under age 40 as of April 1, 2017, and he or she must live or work within the four western counties of Massachusetts.

After that, actually, there really aren’t any rules, just some good advice, and that is to take the nomination process very seriously.

That’s because, in most cases, this information is what the judges will have at their disposal as they go about scoring the nominees — and there have been roughly 150 of them for each of the past several years. (If you’re wondering if someone is already a 40 Under Forty winner, please check the lists of previous winners HERE)

The goal, said Campiti, is make your candidate stand out and definitively answer the question, ‘why is this person worthy of being a part of this year’s class of 40 Under Forty winners?’

“Nominations need to be thorough in every respect,” she explained. “They need to list someone’s accomplishments and detail their work in their profession and within the community. But they also need to explain why the individual in question can be considered a leader.”

As noted earlier, the gala for the class of 2017 will be held on June 22 at the Log Cabin Banquet & Meeting House. Tickets for the event will go on sale soon after the winners have been notified in early March. The gala has been sold out — quickly — in each of the previous several years.

 

Fast Facts:

What: A call for nominations for the 40 Under Forty class of 2107

The Deadline: Feb. 17 (no exceptions)

How do I Nominate Someone?: Go HERE

When’s the Gala?: June 22 at the Log Cabin Banquet & Meeting House in Holyoke

Cover Story Sections Top Entrepreneur

Paul Kozub Tackles the Hard Stuff to Take V-One National

Proof Positive

paulkozubcoverpicWhen he launched the V-One brand more than 11 years ago, Paul Kozub had a good product and a great story — the one about a commercial lender who quit banking to make vodka in his basement. As he prepares to take the brand national, he knows the great story isn’t nearly enough. The good product is the foundation of his efforts, but getting to the next level will be a daunting task. So he’s leaving no stone unturned, and these efforts have earned him BusinessWest’s Top Entrepreneur award for 2016.

He calls it ‘V-One Vodka Corporate Headquarters.’ Except when he opts to simply to say ‘the Church.’

Those are Paul Kozub’s chosen methods for referencing the former St. John’s Church on bustling Route 9 in Hadley, the 114-year-old structure he acquired in 2014 after some prolonged negotiations with the Diocese of Springfield and then spent months rehabbing, mostly by himself.

On the outside, it still looks like … a church, except for the huge slab of Goshen stone on the front lawn with the V-One logo placed on it, signage approved after months of hard talks with the town fathers.

On the inside, though, it looks a little like a bar and a lot like a banquet hall. Which it isn’t. Kozub doesn’t actually have a liquor license, but he can — and does — host a number of ‘tastings’ each year to promote his growing line of vodka flavors, as well as weekly sales meetings and a host of special events, including one on Christmas Eve for his family and his wife’s as well.

One fixture of V-One HQ is a large collection of vodkas, maybe 100 of them, kept on racks just off what used to be the altar long ago. You won’t find every brand here — there are more than 1,000 of them — but certainly all the recognizable names and then another few dozen recognizable only to those certainly in the know. Which he is, as will become quite clear.

Indeed, Kozub says he’s amassed this collection — and keeps adding to it — so he will know about the competition. Everything about the competition, that is — from the new flavors they’re putting out to the design of their bottles to the ingredients printed on the label.

Paul Kozub stands beside his new signage

Paul Kozub stands beside his new signage, placed on a huge slab of Goshen stone, outside V-One Corporate Headquarters, a.k.a. ‘the Church.’

Take grapefruit-flavored vodka, which all the major brands now have, for example. Kozub did.

“What I did was buy every grapefruit vodka I could find,” he said, while reaching for a few. “When I come up with an idea, like this one, I try every grapefruit offering I can get my hands on, with the goal of making mine unique.”

It is only through such research and legwork, said Kozub, that he will be able to take V-One from status as a ‘local’ flavor and make it a regional and then national and perhaps international brand.

Actually, V-One is already international, as Kozub explained while digging for his phone and scrolling to a photo of him next to a poster for his vodka at Frederick Chopin Airport in Warsaw (his vodkas are made in Poland and available in duty-free shops at several airports in that country), right next to similar posters for Rolex watches and high-end perfumes.

But, while obviously proud of that product placement, Kozub knows he is facing a long, winding, extremely difficult road just to take his vodkas beyond most of Massachusetts, Connecticut, and Rhode Island, the places where they are now available.

However, with the help of some new investors to whom he is selling a small equity stake in the company, Kozub is poised for territorial expansion. The first target is New Hampshire, where Kozub is currently gaining the necessary approvals to secure shelf space in the state-operated stores that feature low prices that often entice people to cross borders.

After that, other New England states are being eyed, as well as the potentially lucrative but tough-to-crack Boston and New York City markets.

To get to the next level, though, Kozub knows he needs something beyond the proverbial ‘good story’ that helped him get off the ground and then well-established within the 413 area code. Most people in this region know it by now: it’s about how an intrepid commercial lender rising in the ranks at TD Bank put that career on permanent hold after deciding to take a small inheritance from his grandfather, as well as some inspiration from his entrepreneurial father, and create a new vodka label in his home.

“As I go into Miami, San Francisco, and other major cities, the story about the guy who started making vodka in his basement is great, but we’ll need much more,” he explained. “So I want to lead with the product itself, and how we tell our story.”

Efforts to move beyond his Hollywood-script saga and create a product that will appeal nationally essentially sum up what Kozub has been doing for the past 12 to 18 months or so. This is a multi-faceted assignment involving everything from lining up investors to initiating marketing pushes in some major cities, to months of hard work designing a new bottle for his vodkas.

Paul Kozub stands next to a sign for his vodka at Frederick Chopin Airport in Warsaw

Paul Kozub stands next to a sign for his vodka at Frederick Chopin Airport in Warsaw. While V-One is technically international, the next real challenge is to make it a national brand.

The sum of these efforts has earned Kozub BusinessWest’s Top Entrepreneur award for 2016. Established two decades ago, the award recognizes a centuries-old tradition of entrepreneurship in this region and honors those who are continuing that legacy, something Kozub summed up simply by saying, “I feel like I haven’t worked a day in 11 years.”

Entrepreneurial Spirit

Beyond those racks loaded with vodka bottles, Kozub has a number of other items, or props, lurking behind what resembles a bar counter (complete with bar stools) installed at the front of the old church’s nave.

One of them is a 50-pound bag of corn, bought at a nearby Tractor Supply Co. location, very effectively labeled (at least for this exercise) with the words ‘feed for cattle, sheep, and horses.’

Paul Kozub says he has a patent on his so-called ‘bottle jacket,’

Paul Kozub says he has a patent on his so-called ‘bottle jacket,’ one of many examples of how he’s leaving no stone unturned as he takes the brand national.

“This is what you feed cows — a lot of popular vodkas today are made from corn,” said Kozub, as he began a well-rehearsed presentation he gives to various audiences while not-so-delicately lowering the bag onto the counter so its weight can resonate. “It’s the cheapest ingredient you can find; it costs about six cents a pound, and it takes about three pounds to make a bottle of corn vodka.

“This is spelt,” he went on, holding up a small box of the hulled wheat that is his not-so-secret ingredient. “If you buy this at the store, it’s about eight dollars a pound; so you’re talking six to eight cents versus eight dollars.”

That bag of corn is one of many selling points used by Kozub as he goes about introducing his product and differentiating it from all those competitors. Others include the fake-fur-lined ‘bottle jackets’ and soon-to-arrive summer ‘bottle life vests’ (made in Poland) that he says are unique and patented.

“They’re something cool — no one can else can make a bottle winter coat like this,” he noted while holding one aloft. “Almost everyone has a box with two glasses in it. This is my equivalent, but I like to stand out.

“Over the past few years, I’ve been prepping for a national launch,” he went on while putting most of what is now on display at the church in perspective. “I’m trying to get the whole brand tightened and leave no stone unturned, because it’s going to take a lot to get from where we are to where I want to be.”

Those sentiments, and the aggressive, confident manner in which he backs them up, speak volumes about the passion and commitment Kozub has for all aspects of this endeavor, qualities that Shaun Dwyer recognized long ago.

Now the first vice president of Commercial Banking for Holyoke-based PeoplesBank, which is now financing aspects of the V-One venture, Dwyer says he’s known Kozub for 15 years now, or back to when they were both young lenders at TD Bank trying to earn their stripes. He’s followed Kozub’s adventures throughout his career, and summons most of the same adjectives and adverbs used by others to describe how the entrepreneur goes about his work.

“Paul is a driven, highly motivated guy who’s very focused on what he does,” Dwyer explained. “He’s passionate about V-One, which contributes significantly to its success. And he’s involved in every aspect of the business, from creating and testing new products and flavors to the marketing, to the distribution, to customer relations.

Shaun Dwyer

Shaun Dwyer, a commercial lender with PeoplesBank, says Paul Kozub’s passion for his vodka brand has been a key ingredient in its success.

“And he knows how to earn money, which is the most important thing,” Dwyer went on, adding that his client definitely used his years in banking to his advantage. “He’s done well. He hasn’t gone in over his head during the time he’s been in business, he’s taken smart steps, he knows his markets, and he knows he’s got a good product.”

While those comments neatly and concisely sum up Kozub’s first 11 or so years in business, marked by strong success — growth has averaged 20% per year, by Dwyer’s estimates — one really needs to go back to 2005 for a more detailed look at how things got started and, hopefully, a deeper appreciation for the chapters to the story now being written.

It was in October of that year that Kozub first graced the cover of BusinessWest. Actually, it was one of those smaller pictures at the bottom of the page that alert readers to the stories inside.

That piece revealed that Kozub entered banking with no real intention of making it a career. Instead, he was focused on following the lead of his father, Edward, who took Janlynn Corp. from a mom-and-pop operation to a business that employed more than 100 people, but tragically died while Paul was still in high school. He was, as he put it, working in financial services to learn the mechanics of small-business management from the “other side.”

While his father inspired him, it was his grandfather, Stanley, who is actually credited with giving him the proverbial push he needed. Family legend has it that he was a moonshiner during Prohibition, and young Paul, upon seeing a truck laden with potatoes pass his Hadley home, began conceptualizing a plan to make vodka with that vegetable as its base.

Using $6,000 his grandfather left him, he started in his basement, and, after a number of fits and starts, eventually brought V-One to the marketplace.

Over the ensuing years, Kozub and V-One would regularly grace the pages of BusinessWest, with everything from an actual cover story to a host of news briefs detailing everything from new flavors (there are now four) to awards (there have been many of those); from his purchase of St. John’s Church to his 10th anniversary in business, celebrated, as only they can in this business, 18 or so months ago.

Slicing through all those articles and updates, Kozub said the message they send is that there isn’t nearly as much glamour in this business as one might think, and far more challenges and high hurdles than one can imagine.

“It’s a difficult, incredibly competitive business,” he said, adding that each step in the process of growing V-One and bringing its brand to prominence has been carefully choreographed, with the goal of achieving marked — but controlled — growth.

And so it is with the next, very ambitious steps now on the drawing board and in the process of becoming reality.

Taking His Shot

Kozub told BusinessWest that, by his conservative estimates, it takes at least $500,000 to enter a new market — a state or major city, for example — and do the job right, which is the only way he knows.

“I’ve been thinking about how we’re going to grow and how we’re going to get bigger, and of course everything comes down to money,” he explained with a heavy sigh. “You need money to enter each state because you need salespeople, you need marketing, you need brand awareness … there’s a lot that goes into this.”

This simple math and sobering dose of reality made it clear that, for him to grow, he needed capital, probably in the form of investors willing to gamble on his brand in exchange for a piece of it.

New vans like this one, detailed with the V-One logo

New vans like this one, detailed with the V-One logo, are one of many ways Paul Kozub is building his brand.

Since he started V-One, Kozub has been largely resistant to the idea of taking on investors, not wanting to relinquish even a small percentage of his venture. But having gone about as far as he thought he could in the markets he’s in, and with a strong desire to continue growing, he understood he was at a crossroads.

So he started talking to some money people — in the careful, studious manner that has marked all of his activities to date.

“About 18 months or so ago, I was approached by a very influential person in the business who had started a similar company and eventually sold it for millions, and he wanted to invest in V-One,” he explained. “After months of negotiations, I found out that he really wanted to take over my company and not simply invest, so we cut off talks.”

Roughly a month later, he was approached by another group, based in Texas, he went on, adding that his research, and the negotiations, eventually led to a deal that will generate a few million dollars in capital that will enable him to expand the V-One footprint, if you will, in a few directions.

One is north, to New Hampshire and the other New England states, and then west and south, to New York and New Jersey.

It’s a bold step, and Kozub acknowledged there are risks. But the alternative, merely standing pat, does not reflect the established growth formula. And he will continue to move in a measured, controlled manner.

“When I quit my job at TD Bank, I went for it, and I knew that if I could sell 500 cases in a year I’d be able to make a nice living,” he said, adding that he long ago recalibrated his goals and aspirations. “So with this next stage, I’m going for it again, but we’re going to be very calculated moving forward, and we’re definitely going to test each market before we enter it.”

Elaborating, he said the financing from his new investors will essentially come in three rounds, which will facilitate and essentially drive this controlled pace of growth he described. And the first goal, as mentioned earlier, is basically the rest of New England, meaning New Hampshire, Maine, and Vermont.

That includes Boston, he went on, where the company has really just put a toe in the water, with the understanding that penetrating that market will be extremely difficult, due to some well-established heavyweights in the industry.

“I just hired a PR firm in Boston to help me get established there,” he explained. “It’s a great market, but it’s also very tight-knit; getting into some of Boston’s famous restaurants is … next to impossible.

“The competition in these big cities is just unbelievable, because everyone wants to be there,” he went on. “For example, Russian Standard Vodka went to Boston seven or eight years ago, and I know they spent half a million dollars to get their brand going there, and it really didn’t do much.”

BusinessWest Associate Publisher Kate Campiti presents Paul Kozub with the plaque marking his selection as Top Entrepreneur for 2016.

BusinessWest Associate Publisher Kate Campiti presents Paul Kozub with the plaque marking his selection as Top Entrepreneur for 2016.

This outcome helps explain that, while capital is obviously critical to the process of penetrating new markets, the product, or products, will ultimately determine how successful those efforts are.

Thus, he returned to that notion of leaving no stone unturned as he prepares to take V-One national.

Fifth Dimension

With that, Kozub went behind the bar again, this time to collect a thick file folder detailing his work to create a new bottle for his vodkas; his current model is a futura style, essentially something off the shelf, as they say in this business, and fairly common, with several brands using it.

He wasn’t about to reveal anything too specific about what he had in mind for this redesign, but did get into great detail about how this is a very serious — and expensive — exercise, worthy of as much attention as what goes inside the bottle.

“It’s always been my dream to have my own bottle because I have my own vodka that’s the only vodka in the world made from spelt, and we feel it’s the cleanest vodka in the world,” he explained. “We want our bottle to reflect that. As I roll out nationally and get on the shelves in Miami and San Francisco, I really want the bottle to stand out.”

Elaborating, he said that, through his contacts in Poland, he was introduced to what he called the “best bottle designers in the world,” based in Cognac, France. These designers gave him 13 options, all different in some way, and he has whittled that field down to two, and essentially one that he says he’s leaning toward.

Why is the bottle so important? In the vodka world, image is an important consideration, he said, and the ornate, decorative bottles one sees on the shelf — often doubling as works of art — play a big role in image-projection efforts. But practicality is also an issue.

“You think about everything, including how it’s going to fit in the bartender’s hand and how it’s going to pour,” he explained. “Some of these bottles that brands come out with … they’ll never be used in bars because bartenders don’t like to hold them and they’re very awkward to pour. We do very well in bars and restaurants, and the new bottle will fit very well in bartenders’ hands.”

Kozub’s intense focus on creating a new bottle is an example of how he’s still fully involved with every aspect of this operation, but also how his role is changing in some ways.

He no longer makes deliveries himself, and he lets his sales staff handle most of the roughly 100 tastings the company will schedule a year — although he still presides over several of them. Instead, he’s content to wear what he called his ‘CFO hat’ and the ‘strategic planning hat.’

He has the latter on all the time, as one might imagine, and there are many elements to it, from the bottle to the bottle jackets; from the marketing strategies for entering new regions to lining up investors; from ongoing renovations of ‘the Church’ (there is still a lot of work to be done) to determining when and if to add more flavors to the portfolio.

And there will likely be at least one flavor to join grapefruit, triple berry, lime, hazelnut, and vanilla, he told BusinessWest, adding that he doesn’t know what it will be yet, and there are several possible contenders for the light blue bottle he’s already picked out to give him a full rainbow.

The need to keep adding flavors, the need to keep undertaking strategic planning, is very necessary, he said, because this is a fast-moving, constantly changing industry, where trends change quickly and often.

Indeed, while vodkas — and, specifically, flavored vodkas — were all the rage just a few years ago, bourbons and other ‘brown whiskeys’ are now hot, and vodka is essentially flat, Kozub explained.

Meanwhile, tastes among all demographic groups, and especially the younger generations, are shifting away from mainstream offerings and more toward designer products, such as the myriad craft beers now populating the market.

Which means he is likely in the right places at the right time with the right products.

“As time goes on, I think there will be more people seeking out niche vodkas, or ‘craft vodkas,’ as I like to call them,” he explained. “If you have a bar, and you have Bud, Miller, and Coors on tap, your bar probably won’t be in business for long. You need to have those craft beers, and it’s the same with whisky, rum, gin, and vodka — that’s the trend.”

As he goes about tackling life in this constantly changing landscape and the myriad challenges still ahead of him, Kozub displays the same entrepreneurial spirit and not-so-quiet confidence that have defined his efforts from the beginning.

And while the stage is set to get exponentially bigger, he’s saying essentially the same thing he was when he was delivering cases to area liquor stores and restaurants himself.

“We have one of the best vodkas in the world — I just have to let people try it,” he said. “If I can do that …”

Glass Act

He didn’t actually finish that thought, but he didn’t really have to.

From the start, he’s always thought, and always known, that if he could make a good introduction, then people would buy his product.

In other words, he’s always had more than a good story about making vodka in his basement — a lot more. And as he prepares to take his portfolio of flavors national, he plans to add even more.

That’s what he means by “leaving no stone unturned” — even the one in front of V-One Corporate Headquarters.

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

Previous Top Entrepreneurs

• 2015: The D’Amour Family, founders of Big Y
• 2014: Delcie Bean, president of Paragus Strategic IT
• 2013: Tim Van Epps, president and CEO of Sandri LLC
• 2012: Rick Crews and Jim Brennan, franchisees of Doctors Express
• 2011: Heriberto Flores, director of the New England Farm Workers’ Council and Partners for Community
• 2010: Bob Bolduc, founder and CEO of Pride
• 2009: Holyoke Gas & Electric
• 2008: Arlene Kelly and Kim Sanborn, founders of Human Resource Solutions and Convergent Solutions Inc.
• 2007: John Maybury, president of Maybury Material Handling
• 2006: Rocco, Jim, and Jayson Falcone, principals of Rocky’s Hardware Stores and Falcone Retail Properties
• 2005: James (Jeb) Balise, president of Balise Motor Sales
• 2004: Craig Melin, then-president and CEO of Cooley Dickinson Hospital
• 2003: Tony Dolphin, president of Springboard Technologies
• 2002: Timm Tobin, then-president of Tobin Systems Inc.
• 2001: Dan Kelley, then-president of Equal Access Partners
• 2000: Jim Ross, Doug Brown, and Richard DiGeronimo, then-principals of Concourse Communications
• 1999: Andrew Scibelli, then-president of Springfield Technical Community College
• 1998: Eric Suher, president of E.S. Sports
• 1997: Peter Rosskothen and Larry Perreault, then-co-owners of the Log Cabin Banquet and Meeting House
• 1996: David Epstein, president and co-founder of JavaNet and the JavaNet Café

Meetings & Conventions Sections

Betting on Opportunity

MGM Springfield

MGM Springfield, seen above in a rendering and below in its current state of early construction on Main Street, promises to attract new visitors to the region, which may benefit other hospitality venues.

casinoconstructionmainst-0117

As the most significant development in Springfield’s recent history, the MGM casino set to open in 2018 is sure to be a tantalizing attraction for meeting and convention planners. That poses a new competitive threat for the region’s many established hospitality facilities, but some of the larger players don’t see it that way. Instead, they believe the additional traffic MGM brings to Springfield will raise all boats, bringing opportunity to venues that are prepared to leverage it by doubling down on what makes them unique.

John Doleva has heard the projections of MGM Springfield drawing between 600,000 and 800,000 people to the city annually.

“I’ve often joked that if 5% of those guests get lost coming out of the parking garage, that’s 40,000 people that could end up in our parking lot instead,” said Doleva, president and CEO of the Basketball Hall of Fame, which sits just a few blocks from where MGM Springfield will open in 2018.

He was joking, of course, but was serious about the rush of expected casino-goers. “I can’t imagine an instance where it won’t be seen as a positive when that many people flock to our region,” he told BusinessWest.

“Maybe the profile of the casino customer doesn’t match up with the basketball fan or someone visiting the Hall of Fame, but there would certainly be some crossover,” he went on. “MGM will want people to stay an extra night, and maybe the Hall of Fame, as an asset in the community, would be a good reason to stay a second night. You could bring the whole family to an MGM event, and the second day come to the Hall of Fame.”

That’s how some of the big players in the region’s meeting and hospitality business choose to view the $900 million MGM project taking shape in downtown Springfield — one which, technically speaking, will compete with them for events and ohetr forms of business, but may bring opportunities as well.

One way to look at the casino is that it will be employing some 3,000 people, and many might be new to the area, and looking to take advantage of Valley attractions, said Peter Rosskothen, owner of the Log Cabin, Delaney House, and D. Hotel & Suites in Holyoke, among other properties.

“I’m hoping some of those employees leave Springfield and visit other venues around us,” he said. “There’s something to be said for the casino giving everyone a proverbial lift, and that’s what we’re hoping for — that everyone gains something.”

Mary Kay Wydra

Mary Kay Wydra says MGM will be a strong competitor for meeting and convention business, but overall a net asset to the region’s entire hospitality and tourism industry.

The MassMutual Center — the closest hospitality-sector player, geographically, to MGM Springfield — is in a different position than other entities, having recently announced a partnership with the casino. MGM Springfield and Comcast Spectacor jointly bid last spring on a five-year contract to operate the MassMutual Center, with MGM serving as the venue management company and Spectra providing food and beverage services.

The partnership creates cross-marketing opportunities for events, the coordination of job and customer-service training, more efficient purchasing of goods and services, and a broader, more coordinated presence at trade shows and conventions, the partners noted in a statement. Additionally, MGM Springfield will manage the long-term event calendar, with an eye toward leveraging its entertainment-programming experience to attract even more visitors to the MassMutual Center.

“This market has unique offerings for convention-goers and local residents alike, and the MassMutual Center should continue to be an integral part of what attracts visitors to downtown,” Michael Mathis, president and chief operating officer for MGM Springfield, said when the bid was announced.

How, exactly, that will play out — for both the MassMutual Center and other facilities that will compete directly with MGM — is still to be seen, said Nate Harris, director of Marketing at the MassMutual Center.

“But in terms of how people are feeling,” he noted, “it’s definitely a benefit to have an attraction like this. It’s another element of what Springfield can offer, in addition to the Hall of Fame, the museums, and other entities. People feel like this will bring more people to the city and bring significant economic impact to Springfield. They see it as a benefit.”

One that area meeting and banquet facility owners are keeping a keen eye on, hoping a rising tide of attention on MGM Springfield will allow them to shine as well.


List of area Meeting & Convention Facilities


Selling Uniqueness

Mary Kay Wydra, president of the Greater Springfield Convention & Visitors Bureau (CVB), is pleased to hear venue operators looking at the benefits MGM will bring to the city in terms of awareness and new business.

“From the get-go, ever since the subject of gaming was raised, we felt it was something that could benefit our industry,” she told BusinessWest. “It’s always scary when new competition comes into the marketplace, but what our members — and members of the regional tourism industry — see is a powerful brand, and what it will do in terms of bringing people here. And our hope is that they come for MGM but stay for other things, experience other attractions.”

Wydra said any convention business MGM attracts will be a net positive for the region’s hospitality industry as a whole.

“From a convention standpoint, we’re super excited about what the development will do to downtown in terms of adding to the inventory we have — 250 brand-new hotel rooms; retail, which is lacking downtown; entertainment options like bowling and movies, all right on Main Street and walkable,” she said. “That’s very exciting for us, and it enhances the package we sell as a city. These are things other areas are eager for.”

Basketball Hall of Fame President

Basketball Hall of Fame President and CEO John Doleva says MGM, which lies right across the highway, has been a “terrific neighbor” so far, and promises to boost business for many Springfield-area venues.

Doleva said the Hall of Fame is well-suited — as are the CVB and MGM itself — to attract conventions and large groups to the city, and it can be an asset to large groups that come in for special events, even for those that come specifically for the casino.

“The Hall of Fame is a unique venue, something special. It’s not just four walls, not the same old place, but a place to be inspired, to come out and have a nice dinner in a unique venue and be able to partake in the many activities in the museum,” he explained. “I don’t see that we’ll be in heavy competition with MGM for the kinds of things we do now. As for the new business coming to the community, we’ll compete for that with great food and great service.”

Rosskothen told BusinessWest that it’s difficult to predict MGM’s impact on hospitality businesses outside Springfield, noting that his company provides catering services for the Barney Estate in Forest Park but its signature facilities are located in Holyoke.

“It’s hard to know what will happen,” he went on. “I do know we’re stronger now than we’ve ever been, so the challenge for us is, how do we continue to distinguish ourselves as a unique, locally owned product? The word ‘unique’ is pretty important to us; we’re always trying to find ways to keep our product relevant.”

That said, he went on, competition drives the Log Cabin, with its sweeping, scenic views, and the Delaney House, with its attached hotel, to be better, casino or no casino.

“There’s no arguing that. To me, it’s all about the qualities we offer — the amazing locations, the incredible views, how we use those assets and continue to be as unique as we can to attract people.”

Another asset Rosskothen, and other well-established venues, can lean on is their deep roots in Western Mass., which counts for something, he said.

“I think one of the strengths of the Valley is that people are pretty passionate about local businesses, and the fact that we’re locally owned and locally operated gives us a competitive advantage against that casino,” he noted. “There’s something to be said for that in this day and age, and it’s a strength of ours.”

Mike McKenna, director of Dining & Event Services Hampshire College, had the same take regarding business at the college’s Red Barn banquet facility (see story, page 34).

“I don’t believe the casino will be a competitor for us,” he said. “We provide a uniquely different experience for our clients, and I do not see that changing after the casino opens.”

Game On

Wydra reiterated that, while attractions like Six Flags, the Hall of Fame, and Springfield Museums stand to benefit more obviously from convention bookings at MGM Springfield, other area meeting facilities should still see the development as a net positive.

“We’re very bullish on MGM and excited for them to be added to the mix here,” she said. “Those who will do well are those who are embracing it, finding ways to work with them and get the word out.”

So, while he probably can’t count on 40,000 motorists arriving at the Hall of Fame by accident, Doleva is on board with the feeling that venues that have something different to offer will continue to stand out even after MGM opens its doors in Springfield’s South End.

“Any place that has something very unique — that breaks out of the mainstream four walls, that promises a special experience — is going to do very well,” he said. “We certainly look forward to working with MGM; they’ve been terrific neighbors so far, very communicative and very supportive of the Hall of Fame. I can only see business increasing with more people coming to the city and discovering what the region has to offer.”

Joseph Bednar can be reached at [email protected]

Cover Story Features

The Year in Review

 

The region’s business community had no shortage of big developments

The region’s business community had no shortage of big developments for BusinessWest to write about throughout 2016.

As 2016 comes to a close, BusinessWest looks back at what has been a year of significant progress on major regional projects, of a growing economy that nonetheless posed challenges for employers and business owners, and of company mergers, leadership transitions at large employers, and even some untimely deaths. Here are some of the stories that had the Western Mass. business community talking.

January

At the start of the new year, the Employers Assoc. of the NorthEast (EANE) unveiled the regional findings from the 2016 National Business Trends Survey conducted by the Employer Associations of America. Results indicated that the majority of executives surveyed were optimistic for 2016, were confident about raising pay, emphasizing recruiting, increasing training budgets. However, regulatory compliance was a bigger concern in the Northeast than in other regions: 42% of the Northeast respondents saw regulatory compliance as a serious long-term challenge, whereas nationally, the average checks in at 34%. With state and national changes looming in the realms of sick leave, pay equality, overtime pay, and others, those results weren’t surprising.

The past year brought a striking number of notable deaths on the national stage, but locally, few matched the impact of Mike Balise and Paul Doherty. Balise, who actually passed away just before the calendar turned to 2016, was more than the co-owner of Balise Motor Sales; he was a dedicated philanthropist who showed the world how to squeeze every moment out of a life he knew would be cut short by stomach cancer. His fierce battle, and his life’s work, inspired his selection as one of BusinessWest’s Difference Makers for 2016. Meanwhile, Doherty, who grew his law firm, Doherty Wallace Pillsbury & Murphy, into one of the largest in the region and cultivated a culture of philanthropy there, was known not only as the man who rarely turned down an opportunity to contribute time and energy to a good cause, but who inspired others around him to do the same. In one month, the region lost two lights who both understood how to live well by doing good.

February

After many months of planning and communicating with Springfield residents and business people, the joint venture of White-Schiavone began demolishing the I-91 viaduct’s reinforced concrete bridge deck, marking the start of a $148 million deck-replacement project that will continue throughout 2017. The lane closures slowed traffic through the artery to a crawl, while a temporary exit helped southbound commuters navigate their way downtown.

Across the state, gambling revenue at Plainridge Park Casino increased by $1.3 million in January, snapping five straight months of revenue declines after a strong start in the spring of 2015. That began a streak of several months of increases at Plainridge. That was good news for casino watchers in Western Mass., who wondered if Plainridge’s first-year performance, which fell well short of projections, would be repeated at MGM Springfield when it opens in the fall of 2018.

The $950 million MGM Springfield project

The $950 million MGM Springfield project took a dramatic step forward in 2016, dramatically altering the South End skyline.

Meanwhile, the MGM Springfield plan was dealing with growing pains of its own. In February, the Springfield City Council approved a revised site plan that includes the elimination of a 25-story hotel tower, replacing it with a six-story, 250-room hotel on Main Street. In another change, MGM’s host-community agreement with Springfield allows MGM to move about 54 proposed market-rate apartments from the casino grounds to a location near the casino.

March

Taking the fight against the state’s opioid-abuse crisis to the next level, Gov. Charlie Baker signed landmark legislation into law to address the epidemic. “An Act Relative to Substance Use, Treatment, Education, and Prevention,” passed with unanimous votes in both legislative chambers, calls for prevention education for students and doctors and a seven-day limit on first-time opioid prescriptions, among other provisions. The state’s estimated rate of 17.4 opioid-overdose deaths per 100,000 residents in 2014 is the highest ever for unintentional opioid overdoses and represents a 228% increase from the rate of 5.3 deaths per 100,000 residents in 2000.

Real gross domestic product in Massachusetts grew at an annual rate of 2.3% in the first quarter of 2016, according to MassBenchmarks, the journal of the Massachusetts economy published by the UMass Donahue Institute in collaboration with the Federal Reserve Bank of Boston. In contrast, according to the U.S. Department of Commerce, national real gross domestic product grew at an annual rate of 0.5% during the same period. The pace of economic growth in Massachusetts picked up in the first three months of 2016 after slowing in the second half of 2015.

Also in March, BusinessWest honored its Difference Makers Class of 2016. In addition to Balise, the magazine honored Bay Path University President Carol Leary; Hampden County Sheriff Michael Ashe; Big Brothers Big Sisters of Hampden, Hampshire, and Franklin counties; and John Robison.

April

One of the region’s signature banks is no more, at least not in name, as Chicopee Savings Bank was acquired by Westfield Bank in a deal announced in April and made official later in the year. The merger creates the largest locally managed bank in Hampden County and the second-largest bank in terms of deposit market share in the county. The combined company will have total assets of $2.1 billion and 21 branch locations serving customers throughout Western Mass. and Northern Conn. In other merger news, Key Bank acquired First Niagara Bank in a deal that became official this fall.

Massachusetts marked the 10-year anniversary of universal access to healthcare, an achievement that predated the federal Accountable Care Act by several years. “Ten years ago, Massachusetts led the country by creating a landmark healthcare coverage law, and today we are pleased that 96.4% of the state’s population is insured,” Gov. Baker said. “Through our state-based marketplace, individuals and families have the ability to choose their best coverage options, and while there is still more work to be done to increase accessibility and transparency for consumers, we have taken many steps in the right direction.”

John Cook, vice president of Academic Affairs at Manchester Community College in New Hampshire, was selected by the Springfield Technical Community College board of trustees to succeed the retiring Ira Rubenzahl as STCC president.

May

Twelve area startups won a total of $252,000 at the annual Valley Venture Mentors (VVM) Accelerator Awards, led by Celia Grace, whose founder, Marcelia Muehlke, calls her company a fair-trade, ethical wedding-dress seller that gives back and empowers women around the world. Muehlke won $50,000 at the ceremony at the MassMutual Center. The other two top winners were  Homebody Holistics ($45,000), a maker of all-natural, hand-crafted, herbal cleaning solutions using no harsh chemicals or additives; and Scout Curated Wears ($32,000), a designer, curator, and producer of thoughtful women’s accessories.

Robinson Donovan, P.C. marked a year-long celebration of 150 years in business with a series of donations to local nonprofits, from Providence Ministries Service Network and Friends of the Homeless Inc. to the Food Bank of Western Massachusetts and Bay Path University, just to name a few. The firm’s founder, George Robinson, was a true public servant, said attorney Carla Newton. “That is why we are choosing to celebrate our 150th anniversary, and honor our founder, by supporting local nonprofits. Nonprofits are vital to the fabric of our communities, and we hope to raise awareness for their causes and support important initiatives that benefit us all, which continues the legacy of our founder and our firm.”

June

The University of Massachusetts announced that the system was responsible for $6.2 billion in economic activity in Massachusetts last year — a record high — and helped to support more than 43,000 jobs statewide. “UMass educates more students than any college or university in the Commonwealth and is one of the state’s three largest research universities, but it also has a profound impact on the Massachusetts economy based on the scope and reach of its operations,” President Marty Meehan said. “UMass is a vital economic engine for the Commonwealth, and its impact is felt in every community and by virtually every family across Massachusetts.”

72,000-square-foot addition to the Isenberg School of Management at UMass Amherst

A $62 million, 72,000-square-foot addition to the Isenberg School of Management at UMass Amherst was one of several major undertakings at area colleges and universities launched in 2016.

 

When the Springfield Falcons took flight to Arizona following the 2015-16 season, the city didn’t have to wait long for a new bird to swoop down and replace the Falcons on the ice at the MassMutual Center. The Springfield Thunderbirds, owned by a large group of area business leaders, were unveiled as the new AHL franchise taking the ice for the 2016-17 season.

After more than two years of strategic planning, in a deal valued at approximately $1.6 million, Paragus IT announced in June that its employee stock-ownership plan (ESOP), which distributes ownership of 40% of the company to its 40-plus employees, is officially a go. ESOPs are traditionally formed after the company has fully matured and when a major shareholder is looking to exit. For Paragus, however, it’s about fueling future growth by giving everyone a direct stake and a personal investment in the future of the company, said President and CEO Delcie Bean. “It made sense to give everybody some skin in the game. Now they aren’t just growing a company, they’re growing their company. Which means Paragus is here to stay, and we’re only getting bigger.”

BusinessWest also honored its 40 Under Forty Class of 2016 at a sold-out Log Cabin Banquet & Meeting House, marking 10 years of shining a light on rising young stars in the region.

July

In a move that echoed similar laws around the U.S., Gov. Charlie Baker signed into law an anti-discrimination bill, passed by the state House and Senate, that gives transgender people the right to use public restrooms and locker rooms consistent with their gender identities, regardless of their sex at birth. “No one should be discriminated against in Massachusetts because of their gender identity,” Baker said. “This compromise legislation extends additional protections to the Commonwealth’s transgender community, and includes language to address the public-safety concerns expressed by some by requiring the attorney general to issue regulations to protect against people abusing the law.”

In local news, Nancy Creed, vice president of Marketing and Communications for the Springfield Regional Chamber, was tapped to succeed Jeffrey Ciuffreda as president of that institution, becoming the first woman chief executive in the chamber’s more than 125-year history. She had played an integral role in the recent chamber restructuring and was responsible for its rebranding effort.

The Thunderbirds weren’t the only new sports team making news in Springfield this year, as the city welcomed the Sting, the first American Basketball Assoc. (ABA) team to call Springfield, the birthplace of basketball, its home when it commenced play in November. The Sting joined the ABA’s Northeast Division for the 2016-17 season, alongside teams in Boston, Providence, New York, Long Island, and New Jersey.

August

August brought more employment news when Gov. Baker signed a bipartisan pay-equity bill aimed at ensuring equal pay for comparable work for all Massachusetts workers and equal opportunities to earn competitive salaries in the workplace. The law, which will go into effect on July 1, 2018, will prevent pay discrimination for comparable work based on gender. The bill allows employees to freely discuss their salaries with co-workers and prohibits employers from requiring applicants to provide their salary history before receiving a formal job offer. “Pay equity is not only a women’s issue, it’s a family issue, and with this new law on the books, we are closer to closing the pay gap in our state,” Attorney General Maura Healey said.

The Valley Blue Sox scored a playoff berth in 2016, and fans responded to the team’s success, with attendance at McKenzie Stadium in Holyoke averaging 2,121 fans per game, enough to rank them 11th nationally out of 169 summer collegiate teams. This placed them second in New England overall to only the Worcester Bravehearts of the Futures League and first overall in the New England Collegiate Baseball League. Furthermore, the Blue Sox ranked 154th overall on Ballpark Digest’s ‘mega list’ of minor-league teams and summer collegiate teams, with the team beating out 20 A-ball teams and three AA teams. The total attendance per game jumped almost 600 fans from 2015.

Not all the news was good in August. Baystate Health announced the elimination of 300 positions from among the system’s 12,500 employees, citing a budget gap of $75 million for the fiscal year beginning Oct. 1, 2016. “Many factors are causing this projected shortfall, most significantly the continuing shortfalls in the reimbursements we receive for providing Medicaid services,” said President and CEO Dr. Mark Keroack.

September

In September, BusinessWest detailed Springfield Technical Community College’s $50 million effort to convert its historic Building 19 into a campus center. The 700-foot Armory warehouse, which predates the Civil War, will become home to a wide array of offices and facilities now scattered across the campud, including the library, admissions, registration, financial aid, the bookstore, the welcome center, student government, the parking office, health services, student activities, a café, the IT help desk, meeting and convention space, and more.

building-19

$50 million initiative at STCC

Another landscape-altering project launched in 2016 was a $50 million initiative at STCC to convert Building 19 (seen above in the 1930s) into a new campus center.

 

Meanwhile, state and UMass Amherst officials broke ground on the $62 million Business Innovation Hub at the Isenberg School of Management. The ambitious project will add 70,000 square feet of classrooms, labs, and student spaces, including an expanded career center, advising spaces, and learning commons, as well as faculty offices to the school’s existing facilities. The project is scheduled for completion in September 2018, with occupancy in January 2019.

Speaking of the state’s university system, UMass continued a decade-long surge in enrollment, surpassing 74,000 students for the first time, with 74,678 students enrolled across the five campuses. Over the past decade, student enrollment at UMass has risen almost 27%, from 58,939 in the fall of 2006 to the current 74,678, making UMass one of the fastest-growing universities, public or private, in the nation. In the recently released U.S. News & World Report “Best Colleges” rankings, the four UMass undergraduate campuses for the first time are all represented in the magazine’s top category.

October

The Associated Industries of Massachusetts (AIM) Business Confidence Index rose 0.3 points to 56.2 in October, 0.6 points higher than in October 2015. The increase was driven by a 2.6-point jump in the manufacturing index. In fact, the AIM Index, based on a survey of Massachusetts employers, has been rising consistently throughout 2016. AIM President and CEO Richard Lord noted that the economic recovery appears to be benefiting the entire Commonwealth, not just the metropolitan Boston area. “It’s great to see unemployment falling in areas outside the Boston-Cambridge technology belt, which has been enjoying explosive economic growth since the onset of the recovery,” he said. “One of the key tenets of AIM’s Blueprint for the Next Century economic plan for Massachusetts is that lawmakers must make public policy that allows economic opportunity to flourish in all areas of the Commonwealth, from Boston to the Berkshires.”

The $88.5 million rehabilitation of Union Station in Springfield into an intermodal transit hub continued to chug toward its expected completion in January 2017. The project has included the complete renovation of the terminal building and its central concourse, the renovation and reactivation of the Amtrak passenger tunnel linking the terminal building to train platforms and the adjacent downtown area, demolition of the former baggage-handling building and construction of a regional and intercity bus terminal and parking garage, and opening up of 64,000 square feet of leasable commercial space on the upper floors of the terminal building.

November

BusinessWest kicked off November with the sixth annual Western Mass. Business Expo at the MassMutual Center in downtown Springfield. Now a fall tradition for the region’s business community, the show featured more than 100 exhibitors, more than 2,000 attendees, dozens of educational seminars, special presentations, breakfast and lunch programs, and much more, including demonstrations of virtual-reality technology that proved to be extremely popular. “There are a great many challenges to doing business today, from harnessing the latest technology to recruiting, developing, and retaining young talent, to creating an environment where several generations can work, and thrive, together,” said BusinessWest Associate Publisher Kate Campiti. Once again, she added, the Expo helped businesses identify and cope with these challenges.

Meanwhile, the state’s total unemployment rate dropped to 2.9% in November, marking the fifth consecutive month the rate went down, the Executive Office of Labor and Workforce Development reported. The last time the state’s unemployment rate was that low was January 2001. “We are very pleased to see the unemployment rate consistently go down month after month,” said Labor and Workforce Development Secretary Ronald Walker II. “Not only is the unemployment rate declining, but we have continued job growth in key sectors that drive the Massachusetts economy.”

December

Christina Royal, provost and vice president of Academic Affairs at Inver Hills Community College in Inver Grove Heights, Minn., was approved as the next president of Holyoke Community College (HCC), succeeding William Messner, who retired in August after serving for 12 years. Meanwhile, HCC announced the details of an upcoming two-year, $43.5 million renovation project that will transform the look, feel, and organization of the campus. The HCC Campus Center is scheduled to close Feb. 3, 2017, and construction will begin soon after. The key features of the project include squaring off the building’s sloping façade and giving the entire building a new exterior shell that will make it both weathertight and energy-efficient. About 9,000 square feet of space will be added to the current 58,727.

The MBTA announced it will place a second order for new Red Line cars with CRRC, the company already contracted to build new train cars at a facility it is building in Springfield. MBTA officials say it’s cheaper to pay $300,000 for each new car than to rehab aging trains. CRRC, the Chinese-owned world leader in rail-car manufacturing, won a contract in 2014 to build 152 Orange Line cars and 132 Red Line cars to replace aging trains. Under the new proposal, CRRC will start building an additional 120 Red Line cars in 2022 after completing the initial order of Red Line and Orange Line cars. The proposal includes an option to purchase 14 more cars after that.

Banking and Financial Services Sections

A Matter of Addition

Kristi Reale and Jim Krupienski

Kristi Reale and Jim Krupienski are the newest partners at Meyers Brothers Kalicka.

As part of a strategic plan to generate new opportunities and more profound growth for the company, and also to ensure a steady flow of new leadership, the Holyoke-based accounting firm Meyers Brothers Kalicka has named two new partners — senior managers Jim Krupienski and Kristi Reale. They’ve been acting essentially as partners without that title for more than year now, and say the firm has provided them all the tools they need to succeed.

Jim Barrett says it was maybe the worst-kept secret he’d seen in quite some time.

He was referring to the granting of partner status to two senior managers at the Holyoke-based accounting firm Meyers Brothers Kalicka — Jim Krupienski and Kristi Reale. The two, who have been with the firm for 12 and 15 years respectively, and had risen through the ranks to senior manager, were told more than a year ago, in something approaching confidentiality, that they were on the track to becoming partners and would likely achieve such status so by the end of this year.

Their promotion wasn’t exactly classified information, but it certainly wasn’t broadcast loudly, said Barrett, the firm’s managing partner since 2009, adding that he made it all official in an announcement to the staff on Dec. 19.

To say that it was somewhat anti-climactic was an understatement, as evidenced by this anecdote from Reale, several days before the news was scheduled to break internally.

“Someone walked up to me and said ‘has your promotion been made official yet?’ she recalled. “It wasn’t exactly a secret, but I didn’t think everyone knew. I guess they did.”

But while the promotions may not have been as discreet as intended, they are certainly significant, said Barrett, and represent an important and in many ways unique step in the company’s efforts to grow and put in place an effective succession plan that will ensure solid leadership for decades to come.

“This was a well-thought-out component of our strategic plan,” he explained. “We have a partner who is retiring, so we have a practice need; Jim and Kristi have demonstrated all prerequisite skills to get there, and we’ve been talking to them for almost two years about how they’re on the track.

“It’s been a process that’s taken a number of years to unfold,” he went on. “We want to onboard them so they know what to expect and the know what’s expected of them; we want this to be a success for everyone.”

While Reale and Krupienski took essentially the same path to a partnership, and their resumes have many common denominators, including extensive work in the community, BusinessWest 40 Under Forty plaques (Reale in 2009 and Krupinski a year later), and a number of bylined submissions to this magazine, they arrived at MBK with different career aspirations, as we’ll see in a few moments.

But they arrived at this career moment together, and for now, they’re excited about moving into different, slightly bigger offices and having their names and bios found by clicking the ‘partners’ button on the MBK homepage. But they’re far more focused on meeting the responsibilities that some with that title and helping the firm grow at a time when doing so is certainly challenging for any financial services firm in a region that has seen little, if any, overall expansion.

For this issue and its focus on Banking & Financial Services, BusinessWest talked with the two new partners, as well as the managing partner, about the promotions and the firm’s strategic plans moving forward.

Watching Their Figures

When she first came to Meyers Brothers, P.C. in February of 2001, Reale was thinking more about staying maybe 16 weeks than the nearly 16 years it took her to reach partner.

Indeed, a veteran with seven years of public accounting work under her belt, she was hired to help during tax season on a per-diem basis, and walked in the door already thinking about what she might do next. But a funny thing happened on the way to carrying out those plans.

“I never left,” she said, stating the obvious before moving on to the more important topic — why.

“I was thinking about going into private industry, but after a couple of months at Meyers Brothers, I just loved it and decided to stay,” she explained, adding that she was hired after just five weeks of per-diem work. “It was very professional, everyone was treated well … it was just a great place to work. I looked forward to going there every day.”

Kristi Reale

When she arrived at Meyers Brothers, Kristi Reale was focused on staying 16 weeks, not 16 years, but the environment she found changed those plans quickly.

 

Meanwhile, Krupienski got off the elevator on the eighth floor of the PeoplesBank Building just off I-91 (the merged companies came together there in 2005) with a much different mindset.

After serving as a senior accountant at a Big-4 firm (PricewaterhouseCoopers) and then shifting gears and working as a senior auditor at the Hartford, he had made up his mind to return to public accounting. The question was where, he said, adding that through a friend he heard about an opening at MBK.

“I interviewed, liked what I heard, liked the firm, the culture, the people I met with … and felt I should throw my hat into the ring,” said Krupienski, adding that while it would be a leap to start thinking about making partner back in 2003, he allowed himself to harbor such thoughts, and before long, that became a hard goal.

“It was kind of a thought in the back of my mind — I had made the jump back into public accounting, and you generally don’t do that if you don’t have some aspirations for being partner someday,” he told BusinessWest, adding quickly that reaching this rung at a firm of that size is never a given and it would likely take much more than a decade.

“I came from a big-firm mentality,” he explained. “It’s very structured there in terms of the progression, and while this firm isn’t PricewaterhouseCoopers … things are similar in many ways.”

Those sentiments help explain how accounting firms are in many ways different from small and medium-sized law firms, said Barrett, adding that with the latter, an associate is in many cases on a partner track soon after arrival, and if they’re good at what they do, can probably expect to make partner within a certain number of years, although the number and circumstances vary widely with the firm.

In accounting, it’s different, he said, adding that law is more of a transactional business, where individual lawyers have what amounts to their own book of business and client list, while in accounting, one to 10 people could be working with the same client.

Jim Krupienski

Jim Krupienski says MBK has provided him and fellow new partner Kristi Reale with all the tools they need to succeed.

When asked why both Reale and Krupienski were named partners at this time, Barrett said it this amounted to a sound business decision. Both are qualified, experienced managers, and both have the capacity to help the firm grow market share.

Elaborating, he said there are certain required skill sets for reaching the partner rung, and both certainly possess them.

“Can you serve clients?” he began. “Are you able to grow the practice — attract new clients and develop relationships with existing clients? Can you train and develop staff? These are the prerequisites, and they have them.”

By the Numbers

Beyond those required skills, Reale and Krupienski also complement each other in many ways, said Barrett, adding that while they’re both involved in auditing and accounting, or A&A as they say in this business, they have different focus areas and specialize in different sectors of the economy.

Krupienski, for example, specializes — and has written about — medical practice operation, tax planning, and retirement plan strategy, while Reale specializes in closely held businesses, business valuations, management advisory services, and business and tax planning, and has extensive experience in retail, manufacturing, construction, distribution, real estate, insurance, and other service organizations.

“We have people with somewhat similar skill sets,” said Barrett. “But they’re different enough so they can go out and not compete with each other, and complement each other in some cases.”

Meanwhile, bringing them both on as partners now is a proactive step within the company’s broad efforts within the realm of succession planning, he went on, adding that many firms, especially smaller operations, are not putting enough emphasis on creating a solid pipeline of leadership of the years to come.

Elaborating, he said that when the two firms merged, there were 13 partners, a large number that the shareholders knew would eventually be whittled down, out of necessity, through retirement. That point has been reached, he went on, and the firm needs to replace that leadership.

“Our number one strategy starting when I became managing partner was to have a succession plan,” he told BusinessWest. “And everything we’ve done subsequent to that has been to develop that plan, including an investment in technology, investment in people through training, investment in human resources; this is just the culmination of that.

“We chopped this down to a five-year program,” he went on. “And the culmination of that is to have our replacements in place. This is the first example of all those efforts coming to fruition.”

When asked if, when, and under what circumstances additional partners would be named, Barrett gave a very quick answer: “Growth of the firm.”

And there are several ways to achieve growth, he went on, listing acquisition, geographic expansion, attaining a larger piece of the existing pie, or moving aggressively and effectively if the pie should happen to become larger.

And the two partners could, and likely will, play a large role in those growth efforts.

“We’re hoping that with their respective areas of expertise — Jim in medical and pension work and Kristi with business valuation — that they’re going to bring another level of services to clients or perspective clients that will allow us to grow,” he explained.

Both partners sounded like they were up for that mix of opportunity and challenge.

“It’s taken us time to get here, we’ve gone through the needed steps,” said Krupienski. “And in terms of where we are — they’ve afforded us with every tool we need to meet those challenges — training, development, helping us get out there, supporting us with joining boards and getting involved in the community … all of that will help in terms of meeting new people, meeting new prospective clients, and meeting other associates and professionals that will develop our base moving forward.”

Said Reale, “we’ve both had a lot of training, whether it’s in our own special niche, sales training, soft-skills training, leadership training … and it’s all going to help us develop professionally. And we’ve already been essentially working as partners, just without the title, for more than a year now.”

Focus on the Bottom Line

That last point certainly helps explain why the promotion of Reale and Krupienski to partner has been the proverbial worst-kept secret.

But while the announcement on the 19th might have been anti-climactic in some ways, it was a milestone moment nonetheless.

That’s because, as Barrett noted, it represented one significant step in ongoing efforts to achieve growth and a solid leadership for the future.

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

Cover Story Sections Sports & Leisure

Plane and Simple

Angela Greco stands by her Cessna 172 SP

Angela Greco stands by her Cessna 172 SP, which she acquired just before Thanksgiving and is now putting through its paces.

Attaining a pilot’s license involves a deep commitment — of time, money, and energy. But for those who persevere, the rewards are many, and include freedom, convenience, and sometimes a career. Meanwhile, there is the simple phenomenon of flight, which continues to captivate and stir the emotions. Said one woman who recently bought her own plane, “it’s almost like magic when that plane lifts off the ground.”

Angela Greco says she first started dreaming about learning to fly and one day owning her own plane when she was a freshman in high school.

Her family had a summer home in Laconia, N.H., she told BusinessWest, and she would become captivated watching the sea planes land and take off, allowing her imagination to take her to a time and place when she might be able to do those things herself.

The dream was put on hold for awhile — OK, a long while, as in more than 40 years. Her mother said ‘no’ when she first raised the prospect of taking flying lessons, and then, well, life got in the way, as it often does. But it has been realized — big time.

Indeed, Greco got her license three years ago, and just last month took possession of a 2005 Cessna 172 SP (price tag: $200,000). She is still in the process of breaking it in and becoming comfortable with its so-called glass cockpit — one that features electronic (digital) flight-instrument displays, rather than the traditional analog dials and gauges — but she’s just about ready to put it through its paces.

Specifically, she’s starting to assemble a list of attractive destinations, and is zeroing in on the state of Tennessee — she recently took in a show on the Smithsonian channel detailing many of its attractions and scenery from the air, and her interest was certainly piqued.

“I love to travel, that’s one of my passions,” she said, adding this pursuit was one of the reasons she pursued a pilot’s license. “There seemed to be a lot of interesting things in Tennessee, and it’s a state I haven’t been to yet.”

Thus, Greco has joined what appears to be a growing number of people making the sizable commitment — in terms of both time and money — it takes to learn how to fly and gain a license.

The numbers of new flyers are not exactly soaring, to use an industry term, noted Rich MacIsaac, manager of Northampton Airport and Northampton Aeronautics Inc., who has been a flight instructor for nearly 20 years. But they are climbing.

And, as has been the case historically, most of those taking to the air are in their 20s and early 30s — before the responsibilities of everyday life really start to pile up — or their 50s and 60s, after those responsibilities have at least started to ease up a bit.

Greco falls in that later category, obviously — she’s an owner and manager of several residential properties and is getting ready to sell them and officially retire — while Shannon O’Leary is among the former.

She’s a 22-year-old senior at Ithaca College in Upstate New York who told BusinessWest that, if all goes well, she might just be handed her diploma and her pilot’s license at roughly the same time.

She said she gained the urge to fly from her father, who flew years ago, put that hobby aside, and then picked it up again a few years ago, or just in time to start flying to Ithaca to hear his daughter, an accomplished French horn player and music teacher in the making, perform at a host of events.

Gaining a pilot’s license, as noted, is an expensive, somewhat time-consuming endeavor, said MacIsaac, noting that, when all is said and done, a license will usually set one back between $8,000 to $10,000, and most will spend 12 to 18 months earning their wings.

Rich MacIsaac

Rich MacIsaac says the sensation of flight continues to attract people of all ages.

Thus, only about half of those who start down this path will reach their destination, he said.

For those who persevere, however, the rewards are considerable, in terms of everything from the convenience that flying provides — one can get from Northampton Airport to Martha’s Vineyard in maybe an hour, a fraction of the time it take to get there via car and the ferry — to the sensation of flying, which can lead those who have experienced it to summon a host of descriptive words and phrases.

Like these.

“It’s almost like magic when that plane lifts off the ground,” said Greco. “That’s the only way I can describe it — magic. It’s exciting, and at the same time very peaceful.”

Added O’Leary, “taking off is probably my favorite part. It’s that moment when you really feel like you can do something so liberating as flying a plane; that feeling that you’re flying is just incredible.”

For this issue and its focus on sports and leisure, BusinessWest talked with a number of people who can talk about that experience, what it takes to join those ranks, and why it’s all well worth it.

Working in the Cloud

It was bitterly cold the day Greco talked with BusinessWest, and the wind, while not as strong as the forecasters predicted, was significant, and gusting up to 15 to 20 miles per hour.

Not ideal flying conditions, certainly, and many of the people who were scheduled to head out of Northampton Airport that day or take lessons there decided to scrap those plans.

But not everyone, and eventually Greco decided that the weather was not bad enough to keep her on the ground. When asked what she had in mind for the afternoon, she paused for a moment as if to indicate she was still considering options, before saying she might head up to Keane, N.H. to have lunch and maybe do some shopping. After all, in her Cessna, she could probably do all that in just a few hours — and take a nice, relaxing ride while doing so.

“It is just this convenience and … let’s call it freedom that has always appealed to people with an interest in aviation,” said MacIsaac, adding quickly that, for most, there is much more involved than a desire to chop a commute time in half.

Indeed, the phenomenon of flight still resonates with many individuals, he noted, even at a time in history when being at the controls at cloud level certainly isn’t as, well, mind-blowing as it was a century ago, or even a few decades ago.

“Flying used to be a kind of technical thing, and it was something people could gravitate toward — these were technically advanced pieces of equipment,” he explained. “Now, if you’re interested in technology, there’s lots of other things you can be doing.”

Still, flying continues to capture the imagination, said MacIsaac, who speaks from personal experience. He moved into a house not far from a small airport outside Omaha, Neb. in his early 30s and, after years of watching planes fly over his yard, eventually decided he’d rather do than observe.

Shannon O’Leary, seen here after her first solo flight last summer

If all goes well, Shannon O’Leary, seen here after her first solo flight last summer, will get her college diploma and pilot’s license at about the same time.

 

“I got to the point where financially I could do it and I had the time to do it,” he explained. “So I got my private pilot’s license and flew recreationally. Over time, I added ratings and became a flight instructor, and it slowly morphed into a career.”

In many ways, his story is typical of those who take the plunge and get their license, he said, adding that recreational flying is just part of the equation. Indeed, some are attracted by career opportunities, he went on, noting that, while many airline pilots don’t earn as much as one might think, that’s just one route one can take, and, overall, one can certainly earn a decent (and fun) living with a pilot’s license.

He’s proof of that.

After instructing for several years, he took aviation as a career to a much higher plane, becoming manager of Northampton Airport in 2004, the year it was acquired by local business owner Bob Bacon, who invested heavily in infrastructure and facilities, including several new hangars. He owns his own plane, a four-seat Sirrus SR22.

Today, MacIsaac oversees a multi-faceted business that operates under the name SevenBravoTwo Inc. It includes everything from the flight school to scenic flights; aircraft maintenance to leasing hangar and tie-down space (there are roughly 90 planes based there).

The flight-school operation generally has about 50 people working toward their pilot’s license at an given time, and that translates into roughly 4,000 flights a year, said MacIsaac, noting that 70% of these individuals are doing so for what would be considered personal or recreational flying, with the other 30% harboring aspirations to become a professional pilot of some sort.

One must be 17 to attain a license, he went on, adding that an individual can start the process earlier. He sees a few who choose to balance flying lessons with high-school classes, but most are older and fall in those two categories mentioned earlier — young professionals who still have the time and the means to pursue a license, and older individuals who have paid off the house and put the children through college.

One must have 40 hours of flight time and be able to successfully complete a wide array of maneuvers to get a private pilot’s license, MacIsaac noted, and most will take their time gaining that requisite experience, usually more than a year. And many won’t reach their intended destination, for one of many reasons.

“For many, it’s a financial issue; it becomes more expensive than they thought it was going to be,” he noted. “Or, over a period of time, something happens in their life that puts them in a situation where they can’t afford it anymore and they have to stop.”

As for those who persevere and gain their licenses, only a small percentage, maybe 5%, will actually buy their own plane, he told BusinessWest, adding that many others will join partnerships and clubs that jointly own planes.

And many will simply choose to rent one of the many aircraft the airport has available for such purposes, he went on, adding that they generally lease for about $120 per hour of flight time (that includes fuel).

Considering that one can fly to the Vineyard and back in two hours and skip a considerable amount of time and hassle that are part and parcel to driving to the island, renting a plane has become an attractive option for day trips to that destination and many others.

Winging It

Dave Strassburg’s story is in many ways similar to MacIsaac’s.  A pharmacist by trade, he attained his license more than 20 years ago, and continued to add ratings, moving from private to ‘instrument,’ to commercial.

Becoming an instructor was an objective he put on his bucket list some time ago, and he’s been doing it for 15 years now. While doing that at Northampton Airport on a very part-time basis, he also flies recreationally, and for business — he owns a medical-device-manufacturing company, Strassburg Medical Inc., based just outside Buffalo, N.Y., and takes his twin-engine Cessna there at least once a month.

Business takes him all over the country, and whenever possible, he’ll fly himself, he said, adding that doing so frees him from having to comply with the airlines’ schedules and a host of other inconveniences.

“Besides, if I was sitting in the back of a commercial airliner, I’d just be wishing I was up front anyway,” he said with a laugh.

Strassburg says flying is a passion, and he’s dedicated himself to encouraging others to take up that pursuit and persevere in their quest for a license. He’s convinced a good number, including his wife, who got her license about six months ago, and two Blackhawk helicopter instructor pilots based at Barnes Municipal Airport in Westfield.

“I’m a big proponent of aviation, and I love getting other people involved in it — I like giving people that little push they need,” he told BusinessWest. “There are so many people who think about it, but they never pursue it. I instruct people for the passion of flying and getting people involved in it and showing them that they can do it.”

That push he described comes in various forms, including Groupons used as incentives to get people who are on the fence to try to get over it.

And it was one of that Groupons that caught Greco’s eye.

“I said to myself, ‘that’s it, it’s sign, time to go do it,” she said, adding that she never actually lost that fascination for flying she acquired while summering in Laconia. She just had to wait till the time was right.

She said the lessons were not easy or inexpensive, but she stuck with it and gained her license in the spring of 2014. Soon thereafter, she rented planes and became a half-share partner in a another Cessna 172, taking trips to a host of destinations, including, Block Island, Niagara Falls, Cape Cod, Maine, and North Carolina.

“My plan now is to take my plane and just fly to destinations all over the United States,” she said, adding that she’ll likely start with Tennessee and move on from there.

O’Leary has some similar ambitions, and some others as well. She plans to teach music for a living, but intends to make flying an important part of her life.

“In an ideal world, I see myself getting a recreational license and being able to have a side gig where I might be able to take people on scenic flights,” she told BusinessWest. “That would be a second source of income for me during the summers, because I’m going to be an educator.

“It would be awesome to be able to fly and also service others,” she went on, adding that she intends to make this a life-long pursuit. “You start doing this because you love it, and when you don’t stop loving it, you get to open up all kinds of possibilities.”

And with that, she spoke for everyone who has had the privilege to enjoy life in what’s known in aviation as the ‘left seat.’

Final Approach

Summing up the pursuit of a pilot’s license and recreational flying in general, MacIsaac said it’s like golf or many other activities one might pursue during their lifetime.

“Some people are naturally going to be better at it than others, some people are going to enjoy it more and it’s going to become a big part of their life forever,” he explained. “And for some, it’s going to be something they tried, and maybe they enjoyed it, but for reason or another, they moved on to something else.”

Perhaps, but not too many of those activities can evoke the same kind of emotions — and the same kind of language used by those who have experienced flight.

As Greco said, “it’s like magic when that plane lifts off the ground.”

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

Health Care Sections

On the Home Front

Holyoke Soldiers’ Home resident Ted Dickson

Holyoke Soldiers’ Home resident Ted Dickson

Opened in 1952 to provide long-term care to those who served in the war to end all wars, the Soldiers’ Home in Holyoke has continued to be a solid option to those who have served in all the wars since, and in peacetime as well. The 24/7 care is complemented by a unique environment that brings veterans together, recognizes them for their service, and gets them out into the community. Said its new superintendent, “every day is Veterans Day here.”

 

Bennett Walsh was searching for some words he thought he could sum up the purpose, or mission, of the Soldiers’ Home in Holyoke and, more importantly, what it means to the veterans who reside there and their families.

He eventually summoned the phrase ‘safety net,’ and would use it several times in the course of a discussion about this state-funded long-term-care facility’s past, present, and likely future. And in many ways, that works.

“People come here because, for one of a variety of reasons, the family cannot provide the 24/7 care that their loved one needs,” said Walsh, a retired Marine lieutenant colonel who was named superintendent of the facility just before Memorial Day last May. “We’re a facility that can provide that. In many cases, a husband loses his wife, and she was the primary caregiver. Now that she’s gone, there’s no one in the family that can care for him 24/7. Every veteran here has a different story, but it all starts with a need that we can meet.”

But to those who call this facility home, it is much more than a safety net. For some perspective, BusinessWest talked with Ted Dickson, a submariner who served on the USS Snook, a nuclear-powered Skipjack-class vessel, during the Vietnam War. He suffered a brain aneurism two years ago, underwent surgery at Leahy Clinic, recuperated at several hospitals, and then spent some time in a local nursing home.

It was that last stop that he used as a launching point for his comments about the Soldiers’ Home, which he moved to roughly a year ago.

“I didn’t like that experience at all,” he said of his time in the nursing home before quickly changing the subject to his present surroundings. “It’s much different here … you have the freedom to do what you want, and there are so many activities. But you’re also surrounded by other people who served, and it’s great to be around these people.”

Elaborating, he said that, while the more than 250 veterans living at the facility share a number of common threads and can — and do — share many war stories (in this case, in a literal sense), that’s just part of the equation.

Other parts include the atmosphere, the camaraderie, the compassionate staff, the myriad activities the veterans can participate in —Dickson himself partakes in everything from photography to watercolor painting — and the many events, on site and off, that those at the Soldiers’ Home become part of.

Indeed, they don’t celebrate Veterans Day at the facility, said Walsh; instead, they commemorate what has become known as ‘Veterans Month.’

“Actually, every day is Veterans Day here,” said Walsh, adding that this mindset, or operating philosophy, if you will, is one of the reasons why the facility is a popular choice for those who have served, and their families.

“Every day in November, there was something going on — not only here at the home, but also out in the community that our veterans were asked to attend,” he said while trying to explain some of the many elements that set this facility apart. “It was heartwarming to see the amount of outpouring from all the different groups in the community; the message was clearly sent that our veterans are not forgotten.”

But while the Soldiers’ Home, opened in 1952, has a proud history, a mission that clearly resonates, and a seemingly solid future, there are challenges, said Walsh, whose successor left the facility due to what he considered weak support from the state, compared to what it provides to a much larger sister facility in Chelsea.


List of Home Care Options in the Region


Walsh believes the Holyoke facility is adequately funded — “could I use more money? Ask anyone that question, and they would say ‘yes’” — and that the challenge is to make the most of the resources it has and create greater efficiencies, especially since the facility is now nearly 65 years old and certainly showing its age.

“We have to do better and be smarter,” he explained, adding that this mindset has many components, including greater use of clean energy. “We need to ensure that we’re using every dollar properly because, while this facility has great bones and great structure, when it reaches this age, there are challenges.”

For this issue and its focus on healthcare, BusinessWest visited the Soldiers’ Home and talked with its new superintendent to gain some perspective on its unique mission and how it carries out that all-important assignment.

Branch Office

Walsh is in the process of having his office painted, and one of the first steps in that process is to take down much of the collection of plaques, pictures, awards, and other items he’s collected over the years.

Collectively, they tell quite a story, one of a 25-year career in the Marines that saw duty with each of that branch’s fabled divisions and in nearly all of the notable hot spots since the early ’90s.

Indeed, he was an infantry platoon commander in Mogadishu, Somalia and completed three tours of duty in Iraq and one in Afghanistan. He was stationed on Okinawa when a tsunami slammed into Northern Japan in 2011, and was among those troops assigned to aiding in the recovery from that disaster.

“I was stationed there for 30 days and could feel the aftershocks,” he recalled, adding that, when his time with the Marines ended early last year, he was faced with the often-challenging assignment of determining what comes next. As he looked back, he said that administering a long-term-care facility for veterans wasn’t exactly on his immediate radar screen.

Bennett Walsh

Bennett Walsh says the Soldiers’ Home has effectively served as a safety net for veterans for nearly 65 years now.

In fact, one of his first interviews was with MGM concerning a possible security-consulting assignment with the casino due to open in September 2018, and another concerned a similar assignment with United Technologies.

But upon hearing about the opening at the Soldiers Home, and with some prodding from family and friends, he decided to explore that option.

“I was actively interviewing for life after the Marine Corps — the next act, as I like to say — and I was approached about this position, which appealed to me because I would get to work with veterans,” said Walsh, who is now serving on the home front, in every sense of that phrase.

Since arriving, he’s spent the requisite considerable amount of time and energy needed to acquaint himself with everything from the staff of 300 to the veterans themselves (he knows most all of them on a first-name basis), to the facility’s rich history.

Relating some of the latter, he said the facility — a converted mental-health hospital built on a former apple orchard on a hill on Cherry Street with a commanding view of the Paper City — was built with the intention of serving the nation’s many World War I veterans, who, by the early 1950s, were likely in their 60s or 70s.

Over the years, the composition of the group residing in the home has naturally changed, and it continues to do so, said Walsh, noting that, while the bulk of current veterans served in World War II or the Korean War, there are a large number of Vietnam War vets, now in their early 60s at the youngest, as well. And there are many who served in peacetime in various locations around the world.

“Overall, it’s a very intriguing mix of people, and what they all have in common is that they served their country,” said Walsh, adding that the average age of the residents, as it is in most long-term facilities, is just over 80.

Most are from Western Mass., which is the unofficial service area of the Holyoke facility, he went on, adding that this means all four counties. But some are also from the central and eastern parts of the state as well.

The home, which serves more than 2,000 veterans a year through a host of inpatient and outpatient services, including dental and lab work and a pharmacy, is generally fully occupied, and there is a waiting list.

All branches of the service are well-represented, said Walsh, referring to the Army, Navy, Air Force, Marines, Coast Guard, and Merchant Marine. And veterans currently in residence have taken part in a host of landmark battles and campaigns, including Pearl Harbor, the Battle of the Bulge, the Normany invasion, and the Manhattan Project that brought about the atom bomb.

“There is a lot of history represented here,” said Walsh.

Most veterans will spend two to three years at the facility, on average, he said, adding that veterans are charged $30 per day ($900 per month) to stay there, with most of the costs offset by veterans benefits.

Battle Plan

As noted earlier, the care provided at the Soldiers’ Home is 24/7 in nature, which makes the facility similar to a typical long-term-care facility.

But, given the unique nature of the client base, that is where most of the comparisons end, said Walsh.

Indeed, while each of the veterans living there has a story — both in terms of their service to their country and how they arrived in Holyoke — that is in some way different, there are those abundant common denominators, especially a desire to be among fellow service men and women and enjoy a host of programs and activities simply not available at a traditional nursing home.

‘Veterans Month’ is just part of that equation, Walsh said, adding that there are events all year, and a number of special programs (including successful efforts to make the home a voting place last November) designed to make sure that veterans and their service are not forgotten.

That includes those who fought in what some have come to call the ‘forgotten war,’ the one waged in Korea just as the Soldiers’ Home in Holyoke was opening its doors.

“This year they marked the 50th anniversary of the Vietnam War, and there were special pins made up for all our Vietnam veterans,” he explained. “But we made the decision that we didn’t want to forget the Korean War veterans, so we made up special pins for them as well and had a ceremony earlier this month.”

It was this unique environment and focus on veterans that certainly appealed to Dickson, 73, whose story, at least the the chapter relating to the Soldiers’ Home, began a few years ago, when, as he colorfully put it, “my wife thought I was acting a little wacky.”

Her instincts proved correct, because an MRI revealed an aneurism, which led to surgery at the Leahy Clinic that “took a chunk out of my head and pulled out the aneurism.”

As Dickson said, his stay in a traditional nursing home was not enjoyable, and an examination of options revealed that the Soldiers’ Home was one of them, and he took full advantage of that opportunity.

“It’s been a super experience — it’s nice to be in the middle of a group like that,” he said, adding that, while he’s receiving care, he likes to give back — to both those providing the care and the community at large, through everything from his photography to events for veterans in area cities and towns.

The goal moving forward, said Walsh, is to simply write more stories like Dickson’s, an assignment that comes with many challenges.

And that’s why another of Walsh’s first priorities is to create a long-term strategic plan for the facility, one that will ensure that it can live up to its unofficial operating slogan, “providing quality care with honor and dignity.”

“You have to look forward because, if you don’t, you’re not looking ahead,” he explained. “A big part of our five-year strategy is to make better use of our existing resources.”

Soldiering On

On the day he talked with BusinessWest, there was a Santa Claus suit hanging on a rack in the corner of Walsh’s office.

He acknowledged that, in his present role, he wears many different hats — and in this case, a red wool one, as he distributed gifts to veterans and their family members at the annual holiday party.

The Santa suit — not to mention the jacket and tie he wears most days — is quite a departure from the Marine camos he’s been wearing for more than half his life. But he sees it simply as service, or, to be more precise, as a continuation of service, to both the country and others who have answered the call.

Providing that service in the form of a unique environment featuring specialized 24/7 care is what the Soldiers’ Home is all about. And that’s what makes it a safety net, but also much more.

Just ask Ted Dickson — or anyone else who calls this place ‘home.’

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

Features

Here Comes the Sun

solar array

Solar power is enjoying a heyday in Massachusetts right now, as home and business owners, buoyed by state incentives, seek greener energy options, and — most visibly — as cities and towns scramble to strike deals with energy companies on large-scale photovoltaic arrays, usually on otherwise undevelopable parcels, such as landfills. The projects don’t create many jobs, but they do bring tax benefits for communities, profits for the developers, and satisfaction for anyone who values a move away from fossil fuels.

Before work began to convert 219 Russellville Road in Westfield into a solar farm, the property was home to more than 60,000 cubic yards of concrete and road material, piled high.

“This property was a construction yard for many years, taking on construction materials from roads that were ripped up,” said Joe Mitchell, the city’s advancement officer and director of economic development. “The yard would pulverize the materials and use them on different jobs. As time went on, this property blighted, with piles of construction debris.”

Additionally, topsoil was removed from the site over the years, creating wetlands. In other words, the property, owned by J.W. Cowls Construction, had become undevelopable.

Enter Con Edison, which built a 10-acre solar array on the site, which opened in the fall. Before doing so, it paid to remove those piles of debris, mitigated the affected wetlands by creating other wetlands nearby, and worked with the Conservation Commission and the state Department of Environmental Protection to clean up petroleum that was discovered on site.

“Once they cleaned up the environmental issues, they were able to put this undevelopable property back on the tax rolls, creating green energy for everyone to use,” Mitchell said.

From left, Joe Mitchell with Westfield Mayor Brian Sullivan and Community Outreach Coordinator Amber Dahaney

From left, Joe Mitchell with Westfield Mayor Brian Sullivan and Community Outreach Coordinator Amber Dahaney at the ribbon cutting for Westfield’s latest solar project.

At the end of 20 years, Con Edison will remove the panels, and the property owner will be able to do what he wishes with the site — whether that’s another solar project or a completely different use, but certainly something more amenable to the neighbors than a dumping ground for giant piles of asphalt.

The city of Holyoke also recently dedicated a solar project, this one a 22-acre array — set to go live later this month — at Mt. Tom along the Connecticut River beside a decommissioned coal-generation facility.

The owner,  ENGIE North America — formerly known as GDF SUEZ Energy North America — shut down the coal plant two years ago after years of sporadic operation; burning coal to produce energy had become too expensive. The 5.76 megawatts of energy generated at the solar farm — enough power to supply 1,000 homes — will be sold to Holyoke Gas & Electric (HGE) at or below market rates.

Meanwhile, under a PILOT (payment in lieu of taxes) agreement, the city will receive $28,000 for the solar panels, as well as normal tax revenue on the property. The reason is that solar panels have a high initial valuation but depreciate quickly, so locking in an annual payment of $5,000 per megawatt ensures a steady flow of revenue.

“We had to find a way to offset the cost of decommissioning the coal plant, and then find a way to make a solar project economically viable,” said HGE Manager Jim Lavelle, explaining that the utility forged a power purchase agreement (PPA) with ENGIE to ensure that residential customers benefit through lower energy rates.

Jim Lavelle

Jim Lavelle says the Mt. Tom solar project offsets the revenue losses from the decommissioned coal plant while creating more carbon-free energy in a city already known for its hydroelectric power.

But another benefit is, quite simply, lowering the city’s carbon footprint. With its dam on the Connecticut River and system of canals downtown already providing two-thirds of its energy, about 90% of the city’s power is now carbon-free. That was one of the reasons the Massachusetts Green High Performance Computing Center chose Holyoke, and green energy continues to be a draw for other forward-looking businesses, Lavelle said.

“It has a bit of an economic-development advantage to it,” he told BusinessWest, adding that solar projects are natural fits for properties that aren’t otherwise easily developable, due to wetlands, soil contamination, or some other reason. “It’s revenue the city would not otherwise get. The city’s not getting rich off this, but it’s found money, and certainly helps the revenue side of the ledger that’s always struggling.”

For this issue, BusinessWest explores the benefits that communities glean from solar projects — which helps explain why they continue popping up all over the region.

Positive Outcomes

Like Holyoke, Westfield struck a PILOT agreement with Con Edison on the panels themselves — $10,000 for the first 10 years and $26,000 for the next 10 — while taxing the real estate normally.

“The city still taxes the dirt the same, but with the solar panels on the project, instead of taxing it as personal property, there’s an agreement to fix the price,” Mitchell said. “That’s beneficial to the solar company; they know what they’re on the hook for, and the same goes for the city.”

All parties gave something to make the deal work, he added. “Westfield took a little reduction in the first 10 years of the PILOT, the property owner’s rent was a little less, and Con Edison invested, coordinating with DEP to do all the engineering and pulverizing the materials and spreading it throughout the site. It was an investment on all three players’ part to make this work. Everyone contributed something in order to have a very positive outcome.”

The new array comes on the heels of the Twiss Street solar project built two years ago by Citizen Energy Corp. on a capped landfill that previously generated zero revenue for the city. Now, Westfield taxes Citizen for the property, has a PILOT agreement for the panels, and no longer has to pay to maintain the landfill.

Other communities across Western Mass. have recognized the benefits of solar as well, including, but certainly not limited to the following:

• Greenfield forged an agreement with SunEdison in 2012 on a solar array atop a capped landfill near Route 2;

• The same year, Easthampton opened an array atop yet another landfill on Oliver Street, installed by Borrego Solar Systems Inc.;

• Northampton selected Ameresco Inc. last year to develop a solar array on its former Glendale Road landfill;

• Deerfield struck a deal this year with Lake Street Development Partners on a solar project on River Road;

• Chicopee negotiated with Southern Sky Renewable Energy to create an array this year atop its capped Burnett Road landfill; and

• Wilbraham opened an array near its former landfill earlier this year, developed by Altus Power America.

Springfield spearheaded the current rush of solar arrays with its project atop a former landfill on Cottage Street, developed several years ago by Eversource.

“Not only is it a great source of green power, which communities are attracted to, but for us, it was great from a real-estate-tax point of view,” said Kevin Kennedy, the city’s chief economic officer, noting the financial benefit of placing an unusable parcel on the tax rolls.

Array of Options

Large-scale municipal projects aren’t the only way the state is encouraging people to go green. The Solarize Mass program, maintained by the state Department of Energy Resources (DOER), encourages towns to install solar on a residence-by-residence basis, using one installer chosen by the community.

“The theory is that the cost of installation goes down the more people sign up — essentially the Agway model,” said Rick Sullivan, president of the Western Mass. Economic Development Council and former state secretary of Energy and Environmental Affairs. “The more people buy in, the cheaper it is. If you can get more people to join, your costs go down. So you try to get my neighbors to join as well. It’s been pretty successful around here.”

During Sullivan’s tenure as secretary, his department rewrote the state incentives regarding solar projects to discourage them on agricultural lands and open space, and increase the incentives for smaller businesses, residences, and anything on municipal buildings, landfills, and contaminated sites. “We tried to drive the installations to go into a certain place and not others. It doesn’t preclude agricultural installations, but the incentives aren’t as great.”

The department also began to encourage a program called community solar, by which someone without the ability to install solar power in their own home may purchase a share in another installation. Whatever the case, he said, homeowners who have tapped into solar power see financial benefits once they’re past the initial expense.

“If you own your own power, if you are able to net meter into the grid, you actually, at some points of the year, may be selling power into the grid,” he told BusinessWest. “Therefore, at minimum, you’re reducing your power costs, and you might even be ahead of the game a little bit.”

Meanwhile, larger-scale projects continue apace, from arrays built by large companies like MassMutual and Big Y to the developments on municipal landfills and other difficult sites.

The contracts between developers and municipalies are all different, Sullivan said, but communities must answer some basic questions: do they have the ability to buy power at a reduced rate? Does the community take on some kind of PILOT agreement? Does the community end up owning the facility after some period of time, typically 20 years?

“These are the three buckets: reduced costs, taxes, and what happens to the facility in terms if long-term ownership,” he said. “That’s all a negotiation.”

What these projects don’t do is create many long-term jobs outside of sales and, perhaps, maintenance. But the environmental benefits are very clear, Sullivan said, and so are the tax benefits.

Before this year, we had six megawatts of solar over three major projects,” HGE’s Lavelle said. “This year alone, we’ve added 10 additional megawatts, the Mt. Tom site being the largest of the projects. At the end of the year, we’ll have 16 megawatts installed.”

The Paper City is far from alone in that endeavor, as the race to build solar arrays across Western Mass., well, heats up.

Joseph Bednar can be reached at [email protected]

Cover Story Economic Outlook Sections

Balance Statement

Forecast Is Strong for 2017, but Questions Loom on the Horizon

outlookdpartAfter six years of largely uninterrupted economic growth in both Massachusetts and the U.S. as a whole, questions have arisen as to how long the expansion can last, especially coming on the heels of an unusual election season and amid sluggish economic trends internationally. The consensus seems to be that the present course should hold in 2017, but also that recessions are a regular occurrence in the American economy, and it wouldn’t take much to spark a slowdown. For now, though, cautious optimism reigns.

Rarely, economists note, does the U.S. economy grow for a full decade without hitting a recession. So the continuing strength of the economy — reflected most notably in falling unemployment — is a mixed bag of news. In short, while the growth is welcome, some caution is warranted.

“At the state and national level, the recovery has been going on for six years, and while there are no hard-and-fast rules about this, we could expect some moderation after six years of growth,” said Karl Petrick, assistant professor of Economics at Western New England University. “Every year of growth makes it more likely that the downward part of the business cycle is closer.”

Karl Petrick

Karl Petrick

Because of both economic and political reasons, I think the state economy is entering into a period of more uncertainty. Luckily, we are doing so after a period of robust economic growth, so, as a state, we have a good foundation to weather this uncertainty.”

 

 

A year ago, Bob Nakosteen, professor of Economics at the Isenberg School of Management at UMass Amherst, called the economic outlook “fuzzy,” but said last week that 2016 solidified into a positive year on many fronts.

“Growth statewide has been somewhat modest, but continuous; we haven’t seen the unemployment rate this low since 16 years ago, the turn of the century,” said Nakosteen, who is also co-editor of MassBenchmarks, the quarterly publication devoted to analysis of the Bay State’s economy. “I don’t think the economy is going gangbusters, but it’s been steady, moderate growth over a long period of time, with higher employment numbers and the total number of workers higher.”

Slowly and steadily, if not spectacularly, he went on, the economic outlook since the low point of the Great Recession has morphed into a remarkable period of expansion. In Massachusetts, the main drivers include the usual suspects, such as information and communications technology, healthcare, and education. “These are industry sectors that are in high demand both nationally and globally, and we have the good luck, at least in the recent past, to have a heavy dose of those sectors. Any time there’s a big demand in the national economy for the services and industries we specialize in, it’s going to help us, and that’s what’s happening.”

PeoplesBank’s Tom Senecal (left) and Mike Oleksak

PeoplesBank’s Tom Senecal (left) and Mike Oleksak say indicators like rising employment and fewer foreclosures point to a strengthening economy.

Massachusetts, Petrick noted, has outpaced the national rate of growth since 2008.  For example, the state’s economy expanded at an annual rate of 3.7% in the third quarter of this year, while the national annualized rate of growth was 2.9% during that same period.

A similar trend holds in the category of unemployment rate. In October 2016, the last month for which state data is available, the Bay State’s unemployment rate was 2.7%, compared to the U.S. unemployment rate of 4.9%.

But is unemployment falling because more people are finding jobs, he asked, or because people are leaving the labor force and aren’t being counted? Comparing October 2016 to Oct 2015, the labor force grew while the unemployment rate fell (from 4.5% in Oct 2015 to 2.7% in Oct. 2016). While that’s a sign of success, one result is a tightening job market.

“The unemployment rate is falling for the right reasons, but it does also signal that it will be harder to keep up the pace of economic growth that we have been experiencing as the labor market gets tighter,” he told BusinessWest. “Effectively, it will be harder for those who are unemployed to find work.”

Meanwhile, the 2.7% number doesn’t tell the whole story. The official (U3) unemployment rate, the one that gets reported, counts anyone who is either working or willing to work, defined as someone who has looked for a job in the past four weeks, he explained. A broader measure of unemployment is the U6 rate, which includes workers who have given up looking for work but would return to the labor force if jobs were available, as well as people who are employed part-time because they can’t find a full-time job. The average U6 number in Massachusetts is 8.8%.

“The difference between that and the state U-3 rate does indicate that there is potentially more room to grow in Massachuetts,” Petrick said. “That’s a lot of potential workers that are on the sidelines who could return to the labor market if things continue to improve.”

Whether the economy will, indeed, continue to improve is the big question.

East and West

Petrick and Nakosteen both noted that breaking the state down by region results in a much more mixed picture for Western Mass.

Specifically, while Hampden County’s U3 rate fell from 6.0% to 3.6% from October 2015 to October 2016 — and similarly decreased from 8.3% to 5.1% in Springfield and 7.4% to 4.3% in Holyoke — those figures trail other metro areas in Massachusetts, including Boston (2.6% in October 2016) and Worcester (3.3%). In fact, Springfield’s 5.1% rate ranks among the highest city unemployment rates in the state.

“The recovery started sooner in Eastern Mass., and it took a while for the effects to be really felt in the western part of the state,” Petrick said. “Over the past year, we have seen a degree of catching up … after lagging in Western Mass. for a few years, the rate of job growth is now pretty consistent across the state.”

One interesting result over the past year, he noted, has been a rebound in the construction industry in Massachusetts, which saw employment grow by almost 38%. But much of that growth — particularly new construction — has been concentrated in the Greater Boston area.  Still, he went on, as construction was hard-hit by the recession, a rebound in this sector is a positive sign.

Bob Nakosteen

Bob Nakosteen

I don’t think the economy is going gangbusters, but it’s been steady, moderate growth over a long period of time, with higher employment numbers and the total number of workers higher.”

 

“It’s always been the case that the growth in Boston spreads very unevenly, and it dissipates as it gets farther from Boston,” Nakosteen added. “In Western Massachusetts, our employment numbers have increased, but not dramatically.”

One oft-discussed reason has been the decline of the manufacturing base over the past few decades, with no one industry stepping up to replace it. “We have a smattering of everything, and a number of manufacturing companies, but nothing very big.”

Area economic-development leaders hope the emergence of CRRC USA Rail Corp., a subsidiary of the China-based world leader in rail-car manufacturing — which promises to create more than 150 manufacturing jobs in Springfield when its plant on Page Boulevard opens in 2018 — is a harbinger of more good news for the region’s manufacturing sector. At the same time, downtown projects like Union Station and MGM Springfield, coupled with a surge in entrepreneurial activity in the region, bode well for the future.

So do the continued health of the ‘eds and meds’ sectors in the region. Nakosteen noted that people think of Massachusetts’ world-class hospitals when they think of the state’s healthcare prowess, but in addition to that anchor, companies that perform pharmaceutical research and build medical devices are thriving — although, again, mainly in the eastern part of the state.

Still, he went on, “there has been some convergence of the economic prospects of the eastern and western parts of the state, and that’s a good thing.”

Nancy Creed, president of the Springfield Regional Chamber, said her organization’s members are mainly bullish on the year ahead.

“There’s a lot of optimism. I hear it on the streets and in chamber meetings,” she said. “We’re seeing new business come into the city — small businesses, especially, that want to be part of what’s happening here. And the chamber is growing — chamber members are increasing job growth, increasing spending. I think, overall, people are feeling good about the city of Springfield.”

Nancy Creed says businesses expect to grow in 2017

Nancy Creed says businesses expect to grow in 2017, despite caution over what national events and trends represent.

However, “I would say it’s also tempered with what could potentially happen with the new federal administration,” she added. “Who knows what’s going to happen with healthcare and the ACA? So there’s also some caution overall.”

Indeed, Petrick noted, markets don’t like uncertainty, and they tend to be volatile during an election year in the U.S. — particularly one as unpredictable and unusual as the one that gave rise to President-elect Donald Trump and his aggressive rhetoric regarding trade.

“Certainly two of our biggest trade partners at the national level, China and Mexico, have both responded by letting us know that a trade war is a very bad idea for the U.S. as well as for them,” he said. “They have also both let the incoming administration know that there’s not a whole lot of good will there after a series of inflammatory statements regarding both countries during the campaign.

Those relationships need mending, he said, and it’s in the interest of both the U.S. and Massachusetts economies for that to happen. At the national level, he noted, much uncertainty lingers — more than what is typical after an election — and both companies and consumers want to see what the incoming administration will do, particularly after so many statements, many of them contradictory, regarding potential policy.

“So, because of both economic and political reasons, I think the state economy is entering into a period of more uncertainty,” Petrick said. “Luckily, we are doing so after a period of robust economic growth, so, as a state, we have a good foundation to weather this uncertainty.”

In the financial world, indicators reflect general economic health, said Thomas Senecal, president and CEO of PeoplesBank.


List of Business and Economic Development Resources


“Interest rates, obviously, drive most of what we do,” he said, adding that the Fed is expected to raise rates another 25 basis points this week, and he anticipates further jumps in the spring and perhaps the fourth quarter of 2017. “We see it as a moderate increase in rates that won’t have a huge, detrimental effect.”

In fact, he added, the Fed moves should instead translate into positive consumer confidence, which usually brings positive economic impact.

Meanwhile, Senecal added, “unemployment is significantly down in Western Mass., and we see in the banking industry that foreclosures are down, delinquencies are down — these are all positive signs for the economy.”

Broader Trends

Other fundamentals at the national level remain positive, Petrick said. The International Monetary Fund (IMF) estimates that the U.S. economy will grow by 2.2% over the next year. That’s a strong rate of growth, although one part of the IMF forecast — higher energy prices — is better for some states (like Texas and North Dakota) than for Massachusetts. The IMF also estimate that the U.S. dollar will weaken over the coming year, which is good news for exports from Massachusetts, as a strong dollar over the past two years has seen state exports to many top trade partners suffer.

While the national economy is still growing, Nakosteen noted, it’s growing at a slightly slower rate than in previous years, and that’s bound to affect Massachusetts. “We can only be healthy to the extent of a strong national economy.”

Meanwhile, globally, China continues its transformation from an export-led economy to one more consumer-driven, and that could be a painful process. “It’s not clear that transition will be successful or happen any time soon,” he said, “and it’s not clear the politics in that country will be able to sustain it.”

As for Europe, “what they consider good news, we’d call stagnant. We’d be lamenting it here, but they’re happy there. There’s not much in the tea leaves to say that will change any time soon,” Nakosteen said, adding that slowdowns in commodities exports — a problem from Asia to Africa to Canada — are proving to impact economies negatively as well.

“The world isn’t on the brink of anything, but it’s certainly challenged in a number of ways, and certainly just slogging along,” he said. “We’re not disconnected from any of that. Even though we have a really dynamic economy, these trends are bound to suppress growth at some point. We’ve managed to keep modest growth continually for a long time, but there are troubling outside signs.”

Petrick agreed. “A generally sluggish world economy doesn’t help the U.S. or the Massachusetts state economy. The weakened Chinese economy, a sluggish European Union, and the continued fallout from the Brexit vote in the UK all bear watching.”

Michael Oleksak, executive vice president, senior lender, and chief credit officer at PeoplesBank, noted, as many analysts have, that Western Mass. is to some degree more shielded from national trends than, say Boston — never reaching the same heights or plumbing the same depths.

“The last few years, we’ve seen positive trends for both our customers and prospective customers,” he said, adding that he sees some staying power in regional trends like rising household incomes, strong commercial occupancy levels, and an uptick in home purchases in the mortgage realm after several years of refinances dominating that sector. Meanwhile, he sees the casino and other large projects causing a trickle-down effect of renewed investment interest in the region.

“I think the casino and CRRC will have an impact on the Western Mass. market; there will be some economic spilloff from that,” Senecal added. “Any time you see cranes in the sky, it makes you feel good about what’s going on in the immediate area.”

Meanwhile, some sectors are dealing with trends that are more cultural than economic, notably retail, which continue to grapple with Internet sales cutting deeply into their bottom line. Nakosteen said he has talked to store owners who say they hear that things are getting better, but they’re not seeing it themselves. “Retailers across the state and nation are struggling to deal with the Internet world.”

Bottom Line

In summary, Petrick expects Massachusetts’ economic growth to remain positive in 2017 but at a slower rate, closer to the U.S. national rate of growth.

“It’s really hard to continually outpace the national rate of growth after so many years of doing so,” he said. “I suspect, for at least part of the year, we will grow faster than the national average, but the gap will get narrower.”

One advantage the Bay State has is a high percentage of educational attainment, as 41.5% of residents in age 25 or older have a bachelor’s degree or higher; the national rate is 30.6%. “That is one of the reasons that Massachusetts is an attractive place for companies to locate.”

On the other hand, they still grapple with skills gaps, trying to match their needs with the available talent. But one of the more positive stories over the past decade in Western Mass. has been the region’s efforts to attack that problem.

“The skills gap is always going to be a concern, as businesses evolve and have different needs,” Creed said, adding, however, that the city has been fortunate to see robust partnerships emerge between its colleges, technical schools, and workforce-development agencies to prime the pump of talent and keep it in the region. “That’s the nature of the beast — businesses evolve, the skills they need evolve, and we’ve got to keep pace with that.”

Those partnerships don’t happen everywhere and shouldn’t be taken for granted, she added — but they are being noticed by both local companies and those looking for a place to plant new roots.

“I hear it from people at my events — they want to be downtown, they want to be part of the excitement. They want to be part of what’s happening here.”

It’s an optimism being felt across Western Mass. — admittedly, more strongly in some communities than others — as the calendar turns to 2017, and all the economic questions a new year brings.

Joseph Bednar can be reached at [email protected]

Manufacturing Sections

Manufacturing Progress

Andrew Walmsley

Andrew Walmsley says VVM’s Manufacturing Accelerator has given him insights about how he can grow Volo Aero MRO in East Longmeadow.

Valley Venture Mentors has made a name for itself providing invaluable mentoring and technical assistance to mostly young, startup ventures. But this fall, it has taken its ‘tough-love’ approach to helping business owners become more competitive and efficient to some businesses that are anything but young. Indeed, several of the participants in VVM’s Manufacturing Accelerator are decades old. But they are learning new ways to communicate with and better serve customers — and gain new ones.

Scott Decker recently had a five-hour meeting with a long-time customer, during which they discussed business in a way they never had done before.

“Communication is key, and it helped us bridge some gaps,” said the CEO of Decker Machine Works Inc. in Ashfield. “The customer had some expectations that hadn’t been verbalized, and the meeting helped us align our thinking and fill in blanks in our relationship.”

The dialogue was initiated as a result of Decker’s participation in Valley Venture Mentors’ Manufacturing Accelerator program, which is a pilot that launched in October. It’s a new type of venture for VVM, which historically has focused on matching entrepreneurs with mentors who help them avoid pitfalls and grow their fledging businesses.

The pilot is being run by Paul Silva, president of VVM, and Scott Longley, who owns Eidolon Consulting and has served as a VVM mentor for manufacturers.

“It’s an experiment because we’re not working with startups; some of these companies have been in business for three generations and have dozens of employees,” Silva said, noting that the average age of participants is 50.

One assignment each of the so-called ‘students’ received was to ask open-ended questions of existing and potential customers and continue these queries until they get to their bottom line in terms of need, expectations, and values, which is exactly what occurred in the recent meeting Decker had with a client.

The program has also helped students hone in on what they do best, because most ‘job shops,’ which is the term these small manufacturers go by, are generalists and don’t specialize in a specific type of product or offering.

Andrew Walmsley purchased Volo Aero MRO in East Longmeadow a year ago, and although his background includes business development, he says the course has been quite beneficial.

Paul Silva, left, and Scott Longley

Paul Silva, left, and Scott Longley say VVM’s Manufacturing Accelerator is a pilot project to help local job shops define what they do best so they can focus on a specialty.

“It forced me to do outreach to a broad range of companies to understand what’s important to them,” he said, noting that he made more than 40 calls to supply-chain professionals, and if he hadn’t been accountable to the program, he would never have spent so much time defining exactly what they want, need, and value.

“The program makes you revisit beliefs. What was true 20 years ago isn’t necessarily true today, and one of the most important lessons I’ve learned is how important it is to focus and understand your core market,” he said, adding that there is a high cost to doing business in this region and participants have discovered they face the same challenges.

He likens running a business to tactical firefighting, and says it’s easy to get caught up in day-to day-problems. “But the program directs you back to the market and shows you where you can add value so you can be profitable,” Walmsley explained.

Longley told BusinessWest that it’s critical to ensure that manufacturing re-establishes the strong foothold it had generations ago when the Springfield Armory, Indian Motocycle, and other major companies were flourishing.

“Local job shops grew up around the Armory to support their needs as well as the needs of other large companies,” he noted, adding that hundreds of these small, local shops still exist, manufacturing components used in medical, aerospace, and other industries, and have tremendous capabilities due to expertise honed by decades of experience.

“Our goal is to help them find new customers and ways of doing business,” Longley said.

Silva noted that many small job shops were forced to close during the recession, and the focus for shops that remain open has often been simply to survive. “The world is getting more competitive, and they need to figure out how they can be the best in the world at something so they can thrive and add zeros to their bottom line.”

For this issue and its focus on manufacturing, BusinessWest talked with Silva and Longley to find out what the accelerator program involves and how its students — job-shop owners and executives — are integrating lessons honed from the syllabus into their operations.

Matters of Perception

VVM has a storied history of success in helping entrepreneurs, and its accolades have included participation in a White House initiative last fall as well as other prestigious honors.

Silva said the agency’s success prompted Vita Clark, executive vice president at MassDevelopment, to approach him last summer with the idea of starting a pilot to help local manufacturers develop an innovative mindset and synergistic approach to doing business. Silva thought it was a viable idea, and MassDevelopment gave VVM a $200,000 grant to fund the program.

Eight companies were selected to become students, and they have devoted a tremendous amount of time to the program, which consists of 10 six-hour sessions along with a great deal of homework they are held accountable for.

Sam Decker

Sam Decker of Decker Machine Works Inc. in Ashfield says the VVM Manufacturing Accelerator has helped him gain new information about the needs of his customers.

Because it’s an experimental program, Silva noted, changes have been made along the way, and although initial sessions were scheduled on a weekly basis, they switched to every other week because the working professionals couldn’t afford to be away from their job shop for an entire day every week.

He told BusinessWest the program has been painful for students in some ways because it has exposed company weaknesses. But participants have discovered they share similar challenges that include problems such as not being able to afford a sales representative or being too small to get a good deal on health insurance.

Decker Machine has been in business for more than 30 years, and Decker admitted he was skeptical about the accelerator before he attended an audition night. But today, he feels honored that his company was selected to be part of the inaugural class.

“VVM is giving us the tools we need not only to survive, but to thrive,” he said. “It is really difficult today to be profitable and relevant in an ever-changing marketplace. We have lots of competition, especially overseas, and there are onerous regulations. But this program is offering us a different perspective by helping us to see different ways of looking at things. We have been doing business in the same way for so long that we are kind of myopic.”

Silva and Longley noted that many of the students were relying on 20th-century marketing tactics to generate business, included attendance at trade shows, cold calls, and word-of-mouth referrals. Most had not used social media before the accelerator began, and some didn’t have websites or only maintained very basic ones.


List of Largest Manufacturers in Western Mass.


But that is changing, and new skills are being learned. The program requires students to make presentations to the class, which has not been easy because many were not used to speaking in front of an audience. They have taken on the challenge, however, and been able to tell their peers what they learned from calls and meetings with clients as well as from other assignments.

The purpose has been to grow and develop their comfort level on stage, and the participants have learned to include slides and other visuals to enhance what they have to say.

A few weeks ago, Decker said, program administrators staged a Shark Tank-like experience during which people were brought in to critique participants’ sales pitches. He joked that he was happy to be one of the first presenters to go before the “sharks got organized,” because the feedback was not always easy to hear.

“But they have learned, if they want to get a customer 10 times larger than any they currently have, they need to develop a good sales pitch,” Silva said.

Longley noted that constructive criticism is completely honest and direct. “We tell them what’s wrong in a non-hurtful way.”

But the larger goal is to work toward identifying what sets them apart from other local job shops.

“VVM wants us to specialize; it’s a way to survive and thrive in a market full of mediocre offerings,” Decker said.

Still, it has been difficult for them to define what makes them different from their local competitors, which is critical knowledge as it can help them focus on developing a specialized niche.

“There are different ways of specializing. For example, being able to turn something around in 24 hours is a very different skill than offering the cheapest price,” Silva noted.

However, detailed phone calls and meetings have led students to the realization that buyers have different priorities; some want things produced quickly, while others don’t need a part right away but are very appreciative when a manufacturer can store it for them or delay a shipment, because it helps them manage their own inventory storage cost.

“About 80% of what we teach them is talk, listen, and ask open-ended questions about what is important to their customers,” Silva noted. “In addition to probing questions, they’ve had to ask for referrals, and they have been able to branch out and build foundations as they move out of their comfort zones.”

The students have also been inspired by speakers from companies with histories of enviable growth, including the chief strategist at Yankee Candle and the CEO of FloDesign Sonics.

As a result of their shared experiences, new alliances have been forged between these competitors who often didn’t know each other well before the class; for example, Deckers’ son recently helped Walmsley with search-engine optimization.

“The group members have come to know each other and want to help each other,” Decker said. “We all have similar issues, and if we can bond together, we’ll be stronger as a group as well as individually.”

Fruitful Lessons

The pilot program will end Jan. 30, and putting lessons to work will not be easy.

“It’s almost human nature to fall back into old habits, but we believe our students can be successful, and we truly want that to happen,” Silva said.

The course, he added, has been aimed at helping them discover how they can add jobs and increase revenue by working differently, and it will take time to digest and implement the lessons. “It’s been painful for every single one of the participants to be in the class.”

But the ultimate goal is for them to use the skills and expertise gained from decades of manufacturing in a new way that keeps pace with today’s ever-changing marketplace.

Sections Women in Businesss

The Producers

Gaudreau Group

Jules Gaudreau stands in the middle of a long line of women in key positions at the Gaudreau Group.

The Gaudreau Group in Wilbraham is like most other insurance and financial service agencies in terms of the products and services it offers to clients. It is different, though, in the fact that an extraordinarily large number of high-level positions have been filled by women. This development wasn’t exactly planned, but then again, it wasn’t really an accident, either.

Jules Gaudreau has been in the financial services field for more than three decades, more than enough time to know that this industry has moved well beyond that old catch-phrase ‘the insurance man.’

Until fairly recently, it was, in fact, a man who sold you insurance and updated your account when it needed updating, said Gaudreau, adding that while women have been a big part of this business for decades, their roles were generally restricted to service work, especially in personal lines.

That’s were. Indeed one doesn’t hear that phrase ‘insurance man’ much anymore. And this is especially true at Gaudreau, where one might only hear it in the context in which the company’s president used it — as an anachronistic descriptor better suited to another decade.

And also, and this is more important, that phrase wouldn’t in any way be an accurate method of describing the workforce at this Wilbraham-based company.

The firm has what would, by almost any measure, be considered a large and impressive number of women in top positions, with many of them serving as ‘producers,’ as they’re called in this business.

This development wasn’t exactly planned, meaning the company didn’t set out to create this kind of gender balance in such positions, said Gaudreau, adding quickly that it didn’t really come about by accident, either.

Instead, the current situation materialized through an atmosphere that certainly encourages women to consider and then seek out producer roles, said Gaudreau. But more importantly, it developed because of solid role models, effective mentoring, teamwork, and the success of those who have put some non-traditional titles next to their names on their business cards.

“I really believe in a meritocracy,” he explained. “The women in my firm are where they are because they’re really good at what they do. They just happen to be female.”

BusinessWest talked with three of these women, all producers. They have different stories, and took different paths to get where they are, but there are many common denominators — from simple business ambition to a desire to work in a position where they can help people.

Judy Davis

Judy Davis

Judy Davis, an employee-benefits strategy advisor, was a long-time dental hygienist when she decided she needed something else. “I didn’t want to be in a room looking inside mouths all day — and people didn’t seem to like my bubbly personality,” she explained, adding that she segued into financial services and has spent the past 34 years in the field, never once choosing to look back.

“I answered an ad in the paper, back when there were help-wanted ads in the paper, and was hired by a very powerful MassMutual agent, and worked for him for two years,” she explained. “I was a sponge; I just loved insurance — I really became interested in the field.”

She said she’s been recruited to several jobs within the industry — joining Gaudreau this past spring — and at each stop “wanted to be the boss; I wanted to be in charge, a leader in the business.”

Jenny MacKay

Jenny MacKay

Jenny MacKay, a member of BusinessWest’s most recent 40 Under Forty class, had mostly the same career goals, only she didn’t have to shift her employment focus. She was still a student at Western New England University, majoring in financial services, and not at all sure what she would do with her degree, when she attended a presentation by a panel of speakers comprised of WNEU management graduates.

One of them was working for Northwestern Mutual, and her remarks certainly caught MacKay’s attention.

“He started out in the internship program at Northwestern, and he walked into the downtown Springfield office, saw its high ceilings, beautiful offices, powerful people, and everyone driving a Lexus,” she recalled. “And he said, ‘I wanted to drive a Lexus, so I started an internship there.’ And before the talk was over, I decided I want to drive a Lexus, too, and I started an internship there.”

Moving the story forward, she said she had a license to sell insurance before she could legally buy alcohol.

Tracy Goodman

Tracy Goodman

As for Tracy Goodman, she refers to her present role in personal insurance sales as an “accidental career,” but also “where I should be,” which means this isn’t really an accident.

She started out in human resources, took some time out to raise a family, and, during that time, realized that she needed to get back in the business world. She began at an AFLACK office, and soon after arriving a manager asked what she was doing behind a desk when she should be out selling. And that’s what she’s been doing ever since.

For this issue and its focus on Women in Business, we talked at length with Davis, MacKay, and Goodman about not only their success in this field, but also why women can, and usually do, thrive in these roles and consider them an attractive career option.

Policy Shift

To help explain the way things are now (especially at his firm), and why, Gaudreau first did some flashing back 40 or 50 years ago, using his own memory and anecdotal evidence to get his points across.

“When I first came into the business, what women did was serve as service people,” he explained. “Most of it was because that’s where women entering the workforce in the 1940s went — service.

“MassMutual had these giant typing pools, huge rooms filled with women,” he went on. “When you needed something typed, you’d hit a button, and one of the people who didn’t have anything to type came up and grabbed what you needed done. It was very random.”

Things changed, he went on, because the modern consumer changed, he told BusinessWest, and so did selling methods to a large degree.

“It’s not about telling and yelling and selling anymore, which was the traditional optic of what the insurance guy was like — the insurance man,” he went on. “Telling people and then selling them — that’s what’s he did. Today, it’s much more consultative, and I think women have much more ability to listen, to learn, build rapport, and solve problems. What people are looking for is servant leadership; they’re looking for people to listen to them and solve their problems, as opposed to telling people things.”

Davis agreed, and, without stereotyping either gender, said women, by and large, possess more of the qualities customers are looking for in a salesperson, especially those related to listening and solving problems.

“I have a very large book of business in employee benefits and passion for my clients,” she explained. “I think my clients feel that, and this is what helps us become successful women in business.”

She said employee benefits has become a very complex matter in recent years, especially for smaller companies that lack their own, dedicated human resources department, and must navigate a sea of products, programs, and corresponding acronyms, themselves.

Such firms need a partner, she said, and women possess many of the skills required to serve in that role.

“We’re an extension of a human resource department,” she explained, “and people value our input.”

MacKay concurred, noting that early on (remember, she got her insurance license at age 20) she decided she would rather work with business owners than a husband-and-wife team gathered around the conference room table.

“Business owners just seem to get it and understand why insurance and financial services is important,” she explained. “And this led me down the path to employee benefits, because I could then work with business owners on a regular basis. My problem was I didn’t know anything about health insurance.”

Suffice it to say, she’s learned, first while serving the accounts of producers, and then becoming one herself.

Summing up her career to date, she said she always possessed an interest in financial services — and in selling — but needed some direction when it came to determining that this is what she should be selling.

Sales Force

Goodman’s story is somewhat similar. When she was told that she shouldn’t be behind a desk and should instead be out selling, she had her doubts, to say the least.

“I laughed and said ‘that’s ridiculous,’” she recalled. “I went home, and every single person in my family and personal world said ‘thank God you finally realized that you’re supposed to sell.’

“I started winning trips, doing great, and meeting all my numbers,” she went on, adding that she was recruited by another insurance company to grow personal lines before joining Gaudreau last April.

She said that while her story is unique in some ways, there are many women who don’t believe they should be in sales or financial services, for whatever reasons, and they are possibly overlooking a career option that enables them to put their strengths to work in a way that’s rewarding on many levels.

She summed it up by relating a recent meeting with a client that speaks to not only her acquired talents, but the basic skills possessed by many women — whether they know it or not.

“I sat down with a business owner and we walked through all of his insurance, and the end, he said ‘I have been waiting for years for someone like you to help me understand what I have, what I need, and what kind of coverage I should own.’

“I like that challenge,” she went on, hinting strongly that other women might, as well. “Every case for me is different, and I like solving the problem and closing the sale.”

MacKay echoed those thoughts, adding that sales work is, in many ways, entrepreneurial in nature, and many women have such tendencies — again, whether they know it or not.

“I came from a family of all entrepreneurs,” she said, noting that they all own different court-reporting operations. “So I grew up with the entrepreneurial spirit of freedom of work, working for yourself, making your own decisions about how you spend your valuable time.

“This role here allows me the best of both worlds,” she went on. “I get to work for an employer where there’s training and there’s leadership, and someone to hold my hand and teach me new things, so I’m not completely out there on my own. But as a producer, I’m in charge of my own income destiny, I’m in charge of my own time, I can make my own decisions about what I want to be and what I want to do. Many women would thrive in such situations.”

The Bottom Line

MacKay actually eschewed the Lexus in favor of a BMW. But the point to the exercise hasn’t changed, even if the hood ornament has.

There are rewards in sales and across the broad financial services sector, she and the others we spoke with said using one clear voice. Sometimes women get into this field by accident, but success doesn’t come accidentally.

It comes from hard work, listening to the client, and working in a partnership to solve a problem. These are talents that most women possess or can attain, and therefore they should not close the door on this career option.

By being proactive — and entrepreneurial — they can further retire that phrase ‘insurance man.’

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

Environment and Engineering Sections

Beneath the Surface

The ground beneath the former Westinghouse manufacturing plant

The ground beneath the former Westinghouse manufacturing plant is cleaned up by OTO so Chinese rail car maker CRRC MA USA can build a factory there.

The firm known colloquially as OTO has been involved in most of the major building projects that have taken place across the region in the past few decades — everything from the major addition at Baystate Medical Center to construction of a subway-car manufacturing plant in Springfield’s east end. But much of the company’s work goes unnoticed, because it takes place before the heavy machinery arrives. To say their work is important, though, would be to only, well, scratch the surface.

Jim Okun and his partners often joke that no one ever sees their best work.

Indeed, it generally takes place where almost no one goes; although O’Reilly, Talbot & Okun Associates (OTO) has been involved in almost every major building project in Western Mass. for the last 20 years, the bulk of work that the specialty geo-environmental engineering consulting firm does is literally beneath the ground.

“Our work often takes place before the heavy equipment shows up,” Okun said about the Springfield firm. “We deal with the environmental safety of soil and water as well as the engineering properties of soil in or around a new development.”

In other words, they determine not only whether the ground is contaminated by pollutants, but also address whether it can and will remain stable beneath the weight of a new structure.

From left, Jim Okun, Mike Talbot, Kevin O’Reilly and Bob Kirchherr

From left, Jim Okun, Mike Talbot, Kevin O’Reilly and Bob Kirchherr specialize in different areas, which gives their firm the ability to handle complex environmental and engineering problems.

Founding Partner Mike Talbot used the Leaning Tower of Pisa as a prime example of what can go wrong without a preliminary assessment.
“The tower is a classic case of building on bad soil,” he said, explaining that it was erected on a former river estuary and sank into the ground due to the soft, sand-like texture of the dirt under the south side of the monument.

Today, thanks to geo-engineering research and best practices, things like this can be prevented, but it takes expertise combined with creative thinking to solve problems in a way that saves time and money, qualities that are generally unexpected since issues are fairly common.

For example, OTO was recently called to assess a building site in Holyoke, and although the surface appeared clean, research showed it had been home to a former mill, and hazardous materials were found in the old cellar hole area.

Although some companies would have removed all of the contaminated soil and taken it to a landfill, OTO found a way to improve and compact the dirt so it didn’t present any safety risk to humans and could withstand the weight of a new building, steps that ultimately saved the developers a substantial amount of money.


List of Engineering Firms in the Region


The firm also addresses issues that come to the surface when contaminants are found in buildings set to be demolished, or environmental issues are uncovered when a business or school starts to make improvements to, or put an addition on, an existing structure.

“We’re not really consultants, we’re problem solvers,” said Partner Bob Kirchherr. “We stay current with changing regulations and by combining our skills and using scientific techniques we are able to find cost-effective solutions that allow new structures to be built.”

OTO’s work involves an equal mix of projects for commercial, institutional, and government clients across New England and includes asbestos consulting, environmental assessments, geotechnical engineering, human health risk assessment, and related practices. They also work with homeowners on issues such as cleanup after an oil tank has leaked.

About 70% of its jobs are in Massachusetts, but over the past few years its reputation has led to work in other states, and the firm has projects underway in Connecticut; it just started two in New Orleans, and is about to begin one in Dallas.

“Clients like our approach to solving problems,” O’Reilly said, noting that the company uses scientific methods and regulatory knowledge to resolve challenging situations in a way that is practical, pragmatic and cost-effective.

For this edition and its focus on Environment & Engneering, BusinessWest looks at some of the “invisible” problems that O’Reilly, Talbot & Okun Associates has uncovered and what they have done to solve them.

Diverse Talents

The company was founded in 1994 by Kevin O’Reilly, Mike Talbot, and Jim Okun who had worked together at another environmental consulting/engineering firm and wanted to go off on their own.

They set up shop in East Longmeadow, but two years later merged with Enviro Comp in Springfield and moved the business to Springfield.

Kirchherr joined the trio as their fourth partner at the time of the merger.

“It was a good fit because there was a lot of synergy. We had worked on projects together,” O’Reilly said, noting that the merger allowed them to expand the services they offered because Enviro Comp specialized in asbestos remediation, industrial monitoring, and compliance with regulations.

Today the firm has 30 employees, and each partner has a specialty that complements the others and allows the firm to deal with complex projects from start to finish.

O’Reilly focuses on environmental consulting and compliance in Massachusetts, and investigates and plans for the cleanup of waste disposal sites, including brownfields.

Cleaning the soil after an oil leak at a home

Cleaning the soil after an oil leak at a home is one of the most stressful jobs the firm encounters due to the anxiety it causes homeowners.

Talbot concentrates on geotechnical engineering and Massachusetts Contingency Plan compliance; Okun also focuses on MCP compliance; but his expertise includes PCB (polychlorinated biphenyl) assessment and management; risk assessment and brownfields development.

Kirchherr specializes in asbestos management; indoor air quality and industrial hygiene; safety and environmental compliance; and lead inspection and management.

“Most companies don’t have the skills needed to deal with environmental, soil, and building issues so people come to us because we do it all,” Okun said.

Talbot noted that people often drive by sites and wonder why they have remained vacant, but in those instances there is usually a problem because banks require an environmental site assessment before investing in a project because they want to understand the risks and costs associated with building.

The principals at OTO say there are few sites today without problems, because almost every desirable business location has had at least one building on it and when they are demolished, it’s uncommon to find clean soil beneath.

“Today every site has challenges and every project requires all of our skills,” Talbot told Business West.

For example, a few weeks ago a seemingly straightforward job suddenly turned complex. The firm had been hired to investigate the foundation of an existing building that a client wanted to repurpose, but it discovered that it had once served as a gas station and had to be torn down.

Problems also arise due to chemicals called PCBs that were used in building materials in the U.S. between 1950 and 1979.

Kirchherr says the caulk around windows in schools often contains PCB’s, so when a city or town decides to replace single panes with energy efficient glass, the putty has to be tested and toxic ingredients in the caulk can complicate the project.

Unearthing Solutions

Projects the firm has undertaken range from work at individual homes and in large buildings and developments, and include the new addition to Baystate Medical Center and the recently built Roger Putnam Vocational Technical High School. OTO also recently completed work for Chinese rail car maker CRRC MA USA which is building a factory in Springfield on the site of the former Westinghouse manufacturing plant. It was a brownfields site, and OTO assisted the former owner with cleanup, including asbestos removal in the old building, but then had to make sure the soil met standards that would allow CRRC to build there.

Talbot said the land contained a lot of loose soil and the firm designed a solution to compact it using a special technique that will allow it to support the weight of the rail cars manufactured inside the building. It then provided engineering services to design a new foundation.

The revitalization of Ludlow Mills was another project that required considerable environmental remediation, and the firm worked closely with Kenneth Delude, recently retired president of WestMass Area Development Corp. on that project; and also helped get Lee Premium Outlets off the ground, assistance needed because a portion of the land near the entrance was once home to a mill that dated back to the Civil War.

Clients include the Diocese of Springfield; Smith College; Amherst College; Springfield College; American International College; and private schools such as Williston Northampton School in Easthampton, and projects include work at Six Flags New England that was necessary before rides such as the Superman Coaster could be built.

And in some instances, the firm has been at a site almost immediately after a problem is discovered. For example, 15 minutes after the 2011 tornado finished wreaking havoc throughout Western Mass, Kirchherr walked down to a family member’s home across the street from the former Cathedral High School and helped efforts to stabilize the building with the Diocese of Springfield’s emergency response team.

“We identified long-term safety related issues with regards to a potential renovation because it was not known at the time if the building would be reused,” Kirchherr said, explaining that their work included litigation with the insurance company because the initial settlement offer was inadequate.

“It was a very complex project that required a lot of interaction with the Federal Emergency Management Agency, but we provided services throughout the process,” he continued, adding that he serves on the Diocese of Springfield Building Commission and is a member of the board of trustees for St. Michael’s Academy.

O’Reilly Talbot & Okun has also undertaken a lot of preconstruction work for the City of Springfield. A site assessment before the Basketball of Fame was built turned out to be another involved project, because 19 buildings had to be demolished to make room for the new museum.

“We also provided litigation and oversight assistance when the former Union Station in Springfield was taken by eminent domain,” Kirchherr said, adding they worked on that project from start to finish.

The firm’s residential jobs often involve leaking oil tanks, which is difficult work.

“You can only dig so far under a house without undermining the foundation, and you have to meet stringent soil and groundwater standards. Vapors can rise from the ground, get into the house and cause risk to occupants, and the oil can also impact a person’s neighbors as it can migrate into groundwater,” O’Reilly said, explaining that in some cases a ventilation system must be installed to pipe air from below the floor of a home into the atmosphere for years after the leak.

“These are the most stressful projects we do because they affect people personally,” he said.

Changing Landscape

Ensuring that soil is clean and the ground is stable for new projects, along with assessing old buildings for environmental hazards before they are reused or torn down are services that fall under the umbrella of O’Reilly Talbot & Okun Associates.

“It’s a very dynamic field so we keep on top of all of the regulatory issues,” Talbot said. “New solutions to old problems come up all the time, and we offer the latest and best practices available.”

So even though the work they do is something most people never see or even think about, it has been critical to economic growth in Western Mass. and always begins far below the ground.

Cover Story

Seeing Through the Smoke

page6marijuanadpOn Nov. 8, voters said ‘yes’ to Question 4, the so-called Massachusetts Marijuana Legalization Initiative. But that’s all they said ‘yes’ to. What happens now, concerning everything from whether marijuana shops can be licensed, to where and how many of them, remain somewhat unsettling question marks that municipalities will need to resolve.

Peter Vickery says ballot questions are, for the most part, “blunt instruments.”

And by that he meant that, generally speaking, these questions are broad in meaning, as opposed to sharp, or specific, and are usually to be considered a starting point, with the details to be colored in later.

And so it is with the Massachusetts Marijuana Legalization Initiative, a.k.a. Question 4 on this month’s election ballot. In simple terms, the question asks the voter whether he or she supports a proposal to legalize marijuana but also regulate it in ways similar to alcoholic beverages. And they can only vote ‘yes’ or ‘no,’ said Vickery, an employment law attorney based in Amherst, a community where the vast majority of voters — something approaching 70% — did in fact vote ‘yes.’

But that’s all they voted for, he went on, adding that all those ‘yes’ votes do not mean the town will want or support several marijuana shops in its vibrant downtown — or even one of them.

“People change — opinions change,” he explained. “What people were voting on was a ballot question. And what ballot questions do is let you vote ‘yes’ or ‘no.’ You know by the end of the election that the people have spoken, but it’s not always easy to tell what they’ve said.

“What they’ve said in Amherst is ‘yes’ to Question 4,” he went on. “But whether they thought ‘yes’ to Question 4 in terms of wanting several marijuana shops in our downtown — I don’t really know if that’s what they were voting in favor of.”

Peter Vickery

Peter Vickery describes ballot questions as ‘blunt instruments,’ short on needed specifics.

And this sentiment essentially dominates every corner of the state, where the phrase ‘I don’t really know’ is being uttered by all kinds of people concerning all manner of topics related to recreational marijuana and its legalization — from how to license and tax those seeking to set up shops, to how many jobs this industry (and it can certainly be called that now) will create in the Bay State.

Springfield Mayor Domenic Sarno, in a published press release and also follow-up remarks to BusinessWest, probably spoke for every elected official in the state when he said, “we’re in uncharted waters, and in such should take a step back, maybe a proper time-limited moratorium, so that we can proceed with extreme caution.”

The mayor, who wasn’t shy in his opposition to the question before the election, went on to say that before municipalities like Springfield do anything with regard to this measure, the state has to come forward and perhaps eliminate or mitigate many of the question marks that now define this matter.

“I do believe that the state must look at a more progressive tax to deal with all the — pardon the pun — headaches of eventual expenses vs. revenues,” said Sarno, citing issues ranging from public safety enforcement to employment and addiction issues, and more, adding that until such specifics are known, the city is in many ways operating in the dark.

And that hardly makes it unique among the state’s 351 municipalties, most of which are trying to shed some light — or at least some conjecture — on the matter.

That was the goal of one presentation in Amherst a few weeks ago, a conversation moderated by Vickery and hosted by the Business Leadership for Amherst Area Strategies (BLAAST).

 

Dominic Sarno

Dominic Sarno

I do believe that the state must look at a more progressive tax to deal with all the — pardon the pun — headaches of eventual expenses vs. revenues.”

 

The program included the city’s police chief, a former marijuana retailer from Colorado, a member of the state’s opioid taskforce, and one of the authors of the ballot question, said Tim O’Brien, president of the Amherst area Chamber of Commerce, adding that it’s a good example of the kind of fact-checking and opinion-taking that all cities and towns should embark upon as they consider how to best live with Question 4.

“Something that was illegal is now legal, and we have to ready to observe some change,” he said. “There may be some unintended consequences, but we’ll have to deal with those. There are a great many unknowns at this point.”

For this issue, BusinessWest tries to answer some of the questions concerning the marijuana law and its implications for municipalities and businesses alike. But, and this will become clear in the course of this discussion, specific answers are difficult to come by.

Joint Concerns

So perhaps it’s best to start with what we do know, which, all things considered, isn’t much apparently.

Here’s how the ballot question’s official summary reads:

The proposed law would permit the possession, use, distribution, and cultivation of marijuana in limited amounts by persons age 21 and older and would remove criminal penalties for such activities. It would provide for the regulation of commerce in marijuana, marijuana accessories, and marijuana products and for the taxation of proceeds from sales of these items.

The proposed law would authorize persons at least 21 years old to possess up to one ounce of marijuana outside of their residences; possess up to 10 ounces of marijuana inside their residences; grow up to six marijuana plants in their residences; give one ounce or less of marijuana to a person at least 21 years old without payment; possess, produce or transfer hemp; or make or transfer items related to marijuana use, storage, cultivation, or processing.

The measure would create a Cannabis Control Commission of three members appointed by the state Treasurer which would generally administer the law governing marijuana use and distribution, promulgate regulations, and be responsible for the licensing of marijuana commercial establishments. The proposed law would also create a Cannabis Advisory Board of 15 members appointed by the governor. The Cannabis Control Commission would adopt regulations governing licensing qualifications; security; record keeping; health and safety standards; packaging and labeling; testing; advertising and displays; required inspections; and such other matters as the Commission considers appropriate. The records of the Commission would be public records.

The proposed law would authorize cities and towns to adopt reasonable restrictions on the time, place, and manner of operating marijuana businesses and to limit the number of marijuana establishments in their communities. A city or town could hold a local vote to determine whether to permit the selling of marijuana and marijuana products for consumption on the premises at commercial establishments.

The proceeds of retail sales of marijuana and marijuana products would be subject to the state sales tax and an additional excise tax of 3.75%. A city or town could impose a separate tax of up to 2%. Revenue received from the additional state excise tax or from license application fees and civil penalties for violations of this law would be deposited in a Marijuana Regulation Fund and would be used subject to appropriation for administration of the proposed law. Marijuana-related activities authorized under this proposed law could not be a basis for adverse orders in child welfare cases absent clear and convincing evidence that such activities had created an unreasonable danger to the safety of a minor child. The proposed law would not affect existing law regarding medical marijuana treatment centers or the operation of motor vehicles while under the influence.

It would permit property owners to prohibit the use, sale, or production of marijuana on their premises (with an exception that landlords cannot prohibit consumption by tenants of marijuana by means other than by smoking); and would permit employers to prohibit the consumption of marijuana by employees in the workplace. State and local governments could continue to restrict uses in public buildings or at or near schools. Supplying marijuana to persons under age 21 would be unlawful.

The proposed law would take effect on Dec. 15, 2016.

So given all that, what do we know? Well, for starters, we know that marijuana use is still forbidden by federal law, a not-so-minor detail that impacts a great many of those question marks moving forward.

And we know that, contrary to what some might believe, the new law does not enable individuals to show up at the workplace stoned — just as they can’t show up drunk. Those basic laws of the business world still exist.

After that, there is mostly just speculation and concern, perhaps in equal quantities. For example:

• Elected officials in border communities are already concerned that people will drive across state lines to buy marijuana products in their municipality — and then drive back to where they came from, perhaps after they’ve consumed some of those products, creating public safety issues;

• Health officials are concerned about the potential impact of the measure on everything from hospital emergency rooms (Colorado, which legalized marijuana four years ago, has experienced a significant jump in patients seeking emergency medical treatment for complications related to suspected marijuana use) to the health of young children, especially with regard to one segment of marijuana products known as ‘chewables;’

• Employers and employer groups are concerned that the new law (while it doesn’t green-light being under the influence on the job) may blur some of the previously sharp lines when it comes to drug testing and other matters.

As Sarno said — and he’s far from the only public official to use the term — these are uncharted and somewhat dangerous waters.

“The people have spoken, so we’ll move forward accordingly,” said the mayor. “What I’m concerned about is that the state has yet to get it in gear and issue any specifics on this.”

Actually, he listed a number of concerns, from employment law matters, to worries about increased drug addiction, to the many hidden costs that may result from this measure.

“I keep hearing that the costs of this program really outweigh the revenues,” he went on. “And who does that fall upon? The municipalities.”

Look West, Young Man

To navigate these uncharted waters, cities, towns, individual elected officials, and some business leaders, are looking for some answers, or at least some help in formulating them.

And for most, this means googling ‘Colorado, legalization of marijuana,’ or words to that effect. And there’s plenty to read, which is good, said O’Brien with a laugh, noting that even if there was money in the budget for a trip to the Centennial State — and there isn’t — he would likely be doing his research with his laptop anyway.

“There’s this thing called the Internet, and along with telephones, it does a pretty good job of providing information,” he said, adding that Massachusetts can, and must learn from Colorado about what has worked, why, what hasn’t worked, and what can be done differently.

Bob Nakosteen

Bob Nakosteen

They say they have a $1 billion recreational marijuana industry that creates 18,000 jobs; that’s 1, 8, zero, zero, zero. That’s what they say … and this is from the proponents of legalized marijuana, so maybe that has to be taken with a grain of salt.”

 

Bob Nakosteen, a professor of Management at UMass Amherst, who was approached to discuss some of the business ramifications of Question 4, has also turned his attention to Colorado.

Some of the numbers are intriguing, he said, while wondering out loud just how reliable they are.

“They say they have a $1 billion recreational marijuana industry that creates 18,000 jobs; that’s 1, 8, zero, zero, zero,” he said, using some additional emphasis to get his point across. “That’s what they say … and this is from the proponents of legalized marijuana, so maybe that has to be taken with a grain of salt.

“I’m not expecting that many jobs here,” he went on, adding that there is already an infrastructure in place for medical marijuana (made legal in this state a few years ago) and this may impact the number of ‘new’ jobs to result from Question 4’s passage.

What is generally conceded is that the marijuana business will not sprout up like a weed (pun intended), quickly or easily, and the industry locally is almost certain to be dominated by smaller firms, most of them home-grown (another pun) startups or locally owned partnerships, in large part because of the federal ban on marijuana, which makes it difficult to operate in many states.

As Kris Kane, the Boston-based president of the marijuana investment and consulting firm 4Front Ventures, told the Boston Globe recently, “The notion that there are these gigantic, big-money players running in to take this whole thing over is just fiction.

“There’s no Phillip Morris, no Anheuser Busch, no cannibus division at Bank of America,” he went on. “Even the most successful company is still barely in the growth stage.”

Still to be determined in Springfield, Amherst, and everywhere else in the Bay State for that matter, is just how many of these home-grown enterprises will earn the privilege of growing or selling marijuana products, where (meaning which areas will be zoned for such activity), and under what conditions (meaning the specific terms printed on the licenses), said Nakosteen.

He noted that even Amherst, an extremely liberal community dominated by tens of thousands of college students and known to some as the ‘People’s Republic of Amherst,’ is as big a question mark in this regard as the proverbial ‘next town.’

“While Amherst is, in most all ways, a very liberal community, when it comes to business, it can be quite conservative, and I think there would be some resistance to large numbers of marijuana shops,” said Nakosteen, noting that new ventures must generally endure a comprehensive review of their plans and a long list of conditions, architectural and otherwise, before being able to do business. “It will be very interesting to see how it all plays out.”

This is especially true in the downtown, which is quaint and diverse, and therefore a draw for students, their families, professionals, tourists, retirees, and other constituents, said Nakosteen, adding that it competes in many ways with Northampton’s downtown.

And at this time, no one really knows whether a marijuana shop — or two or three — would become a competitive advantage or disadvantage.

“Amherst has enough trouble competing with Northampton anyway, in terms of the attractiveness of downtown for spending money, other than the students at UMass,” he told BusinessWest. “Downtown Amherst has been challenged for as long I’ve been here, and Northampton, as it’s developed, has become the more attractive destination. What would marijuana shops mean for that equation?”

He asked the question, but didn’t feel qualified to answer it, which means he is not unique.

And while Amherst, because it is a liberal college town, is perceived by many to be a litmus test of sorts on the marijuana matter, or a community to be watched, Vickery hopes ample amounts of attention will also be focused on far-less-affluent cities and towns.

“I expect people to watch Amherst, but I would hope that they would not watch it exclusively, and would also look for the impact on less-affluent communities like Holyoke and Springfield, and also Orange and Athol,” he said. “There is already a huge addiction and substance abuse problem in those communities. I think Amherst will be able to cope, but other communities that are less well-off will bear the brunt of policies designed for the comfort of the middle class.”

Where There’s Smoke …

Returning to his comments about ballot questions being blunt instruments, Vickery said Amherst, and other communities across the state, will find out just how blunt.

“As the implications become more manifest, as the town starts to consider over the next few years what the ramifications might be for the downtown Amherst economy and the impact on the wider community, from the standpoint of public health, public safety, etc., that 70% may be chimerical,” he explained. “It may be 70% in favor of the state-wide law, but in our backyards … that’s a much different question.”

And certainly only one of many hanging over the ballot measure and what will happen because of it.

As Sarno noted, Springfield, like most all communities to be sure, will be taking some steps back before it takes any forward in this uncharted territory.

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

Events Features WMBExpo

MassMutual Center, Springfield, Thursday, November 3

WMBExpo2016LOGO
More than 2,000 people ventured to the MassMutual Center in Springfield on Nov. 3 for the 6th Annual Western Mass. Business Expo. The day-long show featured a wide variety of informative and entertaining programming, on subjects ranging from drones to virtual reality; motivating Millennials to robotics; entrepreneurship to search-engine optimization. The Expo kicked off with a breakfast staged by the Springfield Regional Chamber of Commerce, and ended with the popular Expo Social. In between were seminars, more than 100 exhibitors, a pitch contest, lunch hosted by the Professional Women’s Chamber, an ice cream social, and much, much more. In the gallery below, BusinessWest offers a pictorial review of the show, capturing many of the sights of an unforgettable event.

Photography by Dani Fine Photography

wmbexposponsors2016

Features

A Builder and a ‘Connector’

Samalid Hogan

Samalid Hogan

Samalid Hogan takes the reins at the Mass. Small Business Development Center at a time when entrepreneurial energy is high in the region, fueled by the growth of programs aiming to help fledgling ventures succeed. It’s an energy that excites and inspires her in this latest challenge in an intriguing, wide-ranging career.

Whenever someone suggests that Samalid Hogan has big shoes to fill — and that’s a common occurrence, to say the least — she’s ready with a witty response.

“I remind them I have size-11 feet … they’re my father’s feet,” said Hogan, noting that she’s made reference to this statistic countless times since she was named successor to Dianne Fuller Doherty at the Mass. Small Business Development Center Network’s (MSBDC) Western Mass. office a few months ago.

And she acknowledges that she needs those large feet.

Indeed, Doherty, who was once the subject of a chapter in a New York Times series of articles on individuals who worked well past traditional retirement age, was at the helm of the MSBDC for more than 30 years (so long, in fact, that BusinessWest founder John Gormally sought out her help when launched the publication in early 1984 — and more than a few times thereafter). She was, in some respects, synonymous with the agency.

But Hogan feels she’s more than ready to take on the challenge of succeeding Doherty and carrying out the agency’s multi-faceted mission, based on her diverse résumé, one that includes her own entrepreneurial undertakings. It comes complete with a number of public-sector stops working with small businesses to help them launch, grow, and succeed.

“In many ways, I’m just doing what I’ve always done throughout my career,” said Hogan of her new role at the MSBDC, an agency that, in a nutshell, provides free, confidential (two important qualities, to be sure), one-on-one business-advisory services to prospective and existing small-business owners.

That word ‘small’ has a textbook definition of sorts at MSBDC and other area agencies — 100 employees and under. And while the center has, indeed, assisted companies at the far end of that spectrum, most, over the years, have been truly small, and often sole proprietorships.

 


I love action plans and work to set goals and determine the outcomes that are desired, and then working backward from there. And I like helping people get organized and have a very clear direction of where they’re going.”


 

Hogan said she became more than a little interested in the directorship of the MSBDC when it was advertised, and then endured a lengthy hiring process, not simply because of the work being done at the center, although that was certainly a big part of it.

Another large part involves timing. Indeed, there is a considerable amount of entrepreneurial activity, or energy, in the region, fueled by the creation and growth of agencies and academic programs with various missions but the collective goals of inspiring entrepreneurship and helping fledgling ventures succeed.

This movement, or this collection of agencies and degree programs, now has a name that is fast becoming part of the local lexicon: entrepreneurial ecosystem.

Hogan said the MSBDC is a proud member of that ecosystem, and is fully invested in efforts to broaden and strengthen this collaborative through partnerships, referrals, and a deep spirit of cooperation.

“At the end of the day, we can all do a better job of referring clients to each other, for the benefit of the client,” she said of the many entrepreneurship-focused agencies in the area. “It comes down to what the client needs and identifying which agencies can best provide those services, and working together.”

For this issue, BusinessWest talked at length with Hogan about this latest career stop, her outlook for the MSBDC and the entrepreneurial ecosystem, and the art and science of advising and mentoring small-business owners.

Sole Searching

Hogan met with BusinessWest to discuss all of the above in the conference room at the Chicopee Chamber of Commerce, located in the heart of that city’s downtown.

She was there, as she is every month for a full day, for what she called “outreach,” to meet with clients (small-business owners) one-on-one to discuss, essentially, where they’re at, where they want to get, what it will likely take to get there, and which individuals and agencies might be able to provide some assistance with mapping out the journey.

“We want to be able to go where the clients are and give them that flexiblility so we can serve them better,” she noted, adding that there are similar ‘outreach offices’ in Greenfield, Northampton, and Amherst.

She was wrapping up with one business owner when BusinessWest arrived, and had another that would be waiting in the lobby in less than an hour. So she didn’t waste any time getting to the meat of the discussion, which is the ecosystem, where the MSBDC fits into it all, and how the collective agencies can work together to ultimately provide more and better services.

And she began by drawing a distinction between her approach to this work and the one taken by Doherty.

“She was an investor in small business, and she owned a very successful marketing business,” Hogan said of her predecessor. “My qualifications are slightly different, and I’m more of a entrepreneurship student — I study everything that has to do with small business.

“I do have experience as an entrepreneur,” she went on, noting the co-working space she created. “And I do the advising of small businesses. But what I really like to do is build bridges between all the recent and non-recent entrepreneurial programs and support services.”

And, as noted earlier, Hogan believes she brings a solid background in work with small businesses — as well as with a host of area economic-development-related agencies — to the center and its mission.

She summed up the job descriptions that went with the titles on her various business cards by saying she has been both a “builder” and a “connector,” and usually both at the same time.

The photograph that accompanied her writeup as one of BusinessWest’s 40 Under Forty winners in 2013, when she was employed as senior project manager for the city of Springfield, shows her with a hard hat, shovel, and a few bricks.

These are the physical, or literal, symbols of construction, she explained, adding that much of the building she’s part of has been figurative in nature, as in building relationships, partnerships, coalitions, and momentum for a city, neighborhood, agency, or office holder’s platform.

Indeed, Hogan, an economics major at Bay Path University, was recruited by a major financial-services firm. But her skill set, strong personality, and considerable confidence caught the attention of state Rep. Cheryl Coakley-Rivera, who successfully recruited Hogan to become her chief of staff.

Samalid Hogan describes herself as a ‘builder, ‘connector,’ and ‘project manager,’ and will be doing a lot of that kind of work for the MSBDC.

Samalid Hogan describes herself as a ‘builder, ‘connector,’ and ‘project manager,’ and will be doing a lot of that kind of work for the MSBDC.

In that role, she became the ‘connector’ she mentioned earlier, connecting constituents to agencies and resources and, in the process, helping them manage their problem or issue (work in very ways similar to that carried out by the MSBDC.)

From Coakley’s office, Hogan would move to the Pioneer Valley Planning Commission, where she would handle similar duties, but on a region-wide basis. In the course of doing so, she would become familiar with — and partner with — many more agencies and institutions involved in the many aspects of economic development.

From there, she segued to a project manager’s position in Springfield, a role that involved more of that connecting she was becoming proficient at, but also a good deal of literal, bricks-and-mortar building.

Hogan became involved in a host of initiatives, including the South End revitalization project, Court Square redevelopment efforts, brownfield-restoration efforts, redevelopment of the former Gemini site, and many others. She also worked directly with small-business owners, through a façade program and a small-business loan program.

In 2015, she took her collective experience to a different city and different challenge, specifically Holyoke’s Innovation District, where she worked with a list of officials, agencies, business owners, and prospective entrepreneurs to generate energy and commerce in the heart of the Paper City.

When she saw that the MSBDC was advertising for a new director (it had gone several months without one after Doherty officially stepped down in 2015), she quickly embraced the position as the most logical next step in a career in many ways defined by work with and on behalf of small enterprises.

Getting a Foot in the Door

“I’ve been working with small businesses for a long time in economic development,” said Hogan as she explained her interest in the MSBDC. “I like being able to help people and guide them — I’m a project manager.

“I love action plans and work to set goals and determine the outcomes that are desired, and then working backward from there,” she went on. “And I like helping people get organized and have a very clear direction of where they’re going.”

Acting as project manager is how she characterizes her role at the MSBDC, using that term in reference to the cases of individual clients.

And the cases, or projects, vary with each person or business that finds the agency.

As noted earlier, the center, funded by the U.S. Small Business Administration and the state Office of Business Development, and hosted by UMass Amherst and its Isenberg School of Management, assists what are, technically speaking, small businesses, but some operations that most would consider large, with 100 or more employees.

It also assists companies with a few dozen or more workers that are looking to get to the proverbial next stage, usually through some type of financing — one of many realms where the center can make some effective connections.

But much of the work, including the outreach Hogan was conducting when she met with BusinessWest, would be with what are considered very small ventures and prospective businesses that exist maybe on a napkin or in someone’s imagination.

To explain what she does, and what the center does, she summoned a hypothetical situation, only the situation — and the commentary — is, all too often, very real.

“I’ll ask someone to tell me about their business,” she started. “They’ll say, ‘I just got started, I have a few sales, but I don’t really know where to go with this. I need to hire some people, and to expand, I need to do this and that.’

“I’ll then say, ‘OK, who’s your accountant? Who’s your lawyer? Who do you work with on insurance?’” she went on. “They’ll say, ‘I don’t have an accountant, I don’t have a lawyer … and do I really need insurance?’ And then I’ll go through the basics with them.”

Advice often begins with the basics, she continued, but it rarely ends there, and often involves the next steps after hiring those professionals listed above — work to identify markets, develop strategies for reaching those markets, secure financing, promote the product or service, and much more.

“People who come here might be frustrated or confused and not really sure about what they want to do,” she told BusinessWest. “By asking them questions, I can help them self-discover the path they want to take.”

Then there are those bridge-building efforts, she said, adding that, while the MSBDC provides an array of important services, it is just one player in the region’s ever-broadening efforts to inspire, educate, and mentor entrepreneurs.

Others within the ecosystem include SCORE, which focuses on industry-specific business guidance; the Small Business Administration and Common Capital, which connect business owners with capital; Valley Venture Mentors, which mentors entrepreneurs and helps them hone their pitches and identify markets; and many others.

Linking clients with these partner agencies is an important part of the MSBDC’s mission, said Hogan, adding that one agency simply can’t do it all alone, and partnerships are vital — for specific business owners, but also the region as a whole.

“Oftentimes, I will walk people over to SCORE,” she said, noting that both agencies have offices in the Scibelli Enterprise Center in Springfield, as does New England Business Associates. “We need to help clients access all the agencies that can help them grow their businesses.”

A Shoe-in

Hogan said she hasn’t had to summon that size-11-feet remark lately, as commentary about the big shoes she has to fill has subsided somewhat.

Indeed, she has settled into a role that is different than others she has had over the years in some respects, but at its foundation is fundamentally the same. It’s all about building bridges, being a connector, and managing projects.

She’s always been good at that, and now that she’s putting those talents to use in ways that will help businesses get … well, if you’ll pardon the expression, a leg up.

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

Cover Story Education Sections

Amassing ‘Reputational Capital’

Isenberg School Dean Mark Fuller

Isenberg School Dean Mark Fuller

When Mark Fuller became a candidate for dean of the Isenberg School of Business at UMass Amherst, he saw an institution that was, by his estimation, “solid, but underperforming.” That latter adjective no longer applies. Indeed, Isenberg has made a solid move in the rankings of public schools, reaching No. 1 in BusinessWeek’s compilation of the top public schools in the Northeast. The challenge ahead — and it’s a considerable one, to say the least — is to achieve the additional ‘reputational capital’ to move still higher.

Mark Fuller says he gets asked the question all the time.

It comes in various forms, and is put to him by a host of constituencies, including school administrators, alums, other business-school deans (lots of those), and even the occasional business writer.

They all want to know how Fuller, who arrived as dean of the Isenberg School of Management at UMass Amherst in 2009, has been able to orchestrate a steady and quite impressive climb in the rankings of the region’s — and the nation’s — top business schools, especially the public institutions.

To wit, in Bloomberg BusinessWeek’s current undergraduate business-school rankings, Isenberg ranks first among public schools in the Northeast (New England and New York) and 11th in the nation; among all business schools in the nation, it is 33rd. Just six years ago, those last two rankings were 36 and 78, respectively.

The answer to the question comes mostly in a long form — and you need to set aside more than a few minutes if you want that one — but also a short form, or at least a brief overview that identifies the main elements in the equation.

They are, said Fuller, creating a plan and, more importantly, executing it effectively, while also creating a culture laser-focused on student success (much more on that later).

“I’m a shameless borrower of phrases, like the one from a CEO who came to our school. He used to say that it’s 10% strategy and 90% execution, and I believe that,” said Fuller. “We’re very good at execution, and we have to be, because there’s no magical degree program that suddenly elevates you 30 spots in the rankings; it doesn’t work that way.

“Everyone knows what you should be doing — it’s not rocket science,” he went on. “Where the rubber meets the road is how well you execute on all these things.”

To make a long story somewhat shorter, this is essentially what the Isenberg School has done — and this is, in a nutshell, what Fuller tells all those who ask him the question noted above.


List of Colleges with MBA Programs


Getting more specific, Fuller said there are, quite obviously, many components to the school’s plan. They include everything from the creation of new curricular programs to raising the money needed for the endowed chairs and faculty positions needed to recruit some of the best business professors in the world; from greatly escalating efforts to promote and market Isenberg to the scene going on outside Fuller’s office — construction of a $62 million expansion of the school.

He summed up everything that’s been accomplished to date by saying that Isenberg now has a much better story to tell — in terms of everything from faculty to facilities to the success of its graduates — and is doing an exponentially better job of telling that story.

He lumps all of this together in the phrase ‘reputational capital.’ The school has much more of it than it did a decade ago, and the mission is, well, to simply accumulate much more of this precious commodity in the years to come.

That’s the only way to continue moving up in the rankings, said Fuller, who has the specific goal of propelling Isenberg into the top 10 nationally among public schools.

In many respects, moving up several more rungs will be more difficult than attaining the height currently reached, he said, drawing an analogy to golf — sort of. It is not easy, but easier to move from an 18 handicap into the single digits, he acknowledged, than it is to move from a 6 or an 8 to something approaching scratch.

So it is with business schools and climbing in the rankings, he went on, because doing so will take more work, more money, more of everything else listed above, and, overall, more success in transforming Isenberg into what Fuller called a “national brand” when it comes to business schools.

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It is not quite there yet, he told BusinessWest, noting that the single word Isenberg, while it certainly resonates regionally, is not yet able to stand alone like other brand names such as Haas (University of California at Berkely); Ross (University of Michigan at Ann Arbor); and McIntire (University of Virginia).

“We want to become an iconic brand,” he said. “So when someone says, ‘I went to Isenberg,’ people know where that is. Iconic brands are one-word brands.”

For this issue and its focus on education, BusinessWest asked the question seemingly everyone else is asking, but then went further, asking how Isenberg can soar still higher and what it will take for the school to achieve that ‘national brand’ status.

Numbers Game

Fuller said there are myriad ways to both quantitatively and qualitatively measure a business school’s success and level of improvement.

These include everything from the number of undergraduate applications received (up a whopping 49% at Isenberg since 2010) to the average SAT scores of accepted students (up from just over 1,200 in 2011 to nearly 1,280 in 2015; from something called ‘recruiter satisfaction,’ which, as that term suggests, is a measure of recruiter happiness with those they recruit, to comments (and a growing number of them) from alums noting that their children were accepted into many of the top private business schools nationally, but not Isenberg; from the rising number of endowed chairs to that aforementioned construction of a 72,000-square-foot addition.

But rankings continue to drive the train, if you will, in academia these days, he noted, and attaining lower numbers in all kinds of compilations was Fuller’s primary mission when he arrived on the Amherst campus in 2009 after serving for six years as chair of the department of Information Systems in the College of Business at Washington State University.

Actually, he said the more specific goal has been to increase the stores of reputational capital, and that rankings are merely a metric of reputation, or one of many, with others being placement rates at Big-4 accounting firms and penetration into leading financial-services giants such as Goldman Sachs and J.P. Morgan, among others.

“I would like to see us become one of the top 10 public schools in the nation and within the top 20 overall,” he explained, adding that the school is certainly on the right trajectory for those results, but needs to maintain that course and gain more thrust to break those barriers.

And while climbing in the ranks equates to opportunities for the school and the university, he said, the far more important matter is that better rankings and reputation translate into greater opportunities for the students enrolled in the programs.

“Those sorts of universities provide great opportunities for their students,” he said of the schools at or near the top of the rankings. “When you come out of a place with that level of reputational capital, there are simply more job opportunities and higher salaries. And that reputational capital not only allows us to place students better, it allows us to recruit very high-quality students, which builds this sort of perpetual-motion machine that also allows us to recruit very high-quality faculty.”

Backing up a bit, Fuller said he was attracted to the opportunity to lead Isenberg because he saw a solid program that was, in his view, but also that of many others, underperforming.

And he saw an opportunity to change that equation.

“It had a great foundation — I couldn’t have done the things we were collectively able to do without the outstanding faculty we had here,” he explained. “I saw an opportunity to go from high quality to great.”

And while designing and building that perpetual-motion machine he mentioned isn’t the specific wording on his job description, that, in a nutshell, is what he and his team have been doing.

Degrees of Progress

Not to oversimplify things, said Fuller, because there is nothing really simple about all this, attaining more reputational capital, and thus climbing in the ranks, boils down to those two elements mentioned earlier: improving the story a business school has to tell (and there are many elements in this equation) and then telling this story in a louder, more effective voice.

And this brings us back to those main assignments for his team — creating a plan and then executing it.

The plan, Fuller told BusinessWest, has many elements, or building blocks, if you will, all incorporated into the design for a reason — or several of them.

Indeed, at its core, the plan is simple — create programs, hire faculty, and generate quality and results (outcomes) that will:

• Attract top students and enable graduates to succeed in the workplace;

• Generate enthusiasm and financial support among a host of constituencies, but especially alums;

• Enable the school to generate more reputational capital;

• Propel the institution higher in the rankings; and

• Create sufficient momentum to allow each of the above to perpetuate itself and grow in size and strength.

Elaborating, Fuller said everything his team does is student-focused and undertaken with the goal of improving outcomes, meaning everything from job opportunities to salaries.

One of the keys, he said, has been an outside-in look at curriculum, whereby industry leaders provide input on what’s being done and what can be done better.

“We’re trying to find those curricular, programmatic elements that will drive great opportunities for students,” he explained. “And we’re very deliberate in that; we don’t chase just any new majors.”

Instead, the school focuses on where the jobs are and, more importantly, where they will be, in realms such as analytics, business intelligence, and operations and information management.

Meanwhile, the school has also made major strides in the area of professional development, with initiatives aimed at creating internships, generating opportunities to study abroad (a nod toward an increasingly global economy), and helping students improve interviewing skills, network more effectively, and refine their LinkedIn presence, among other things.

“Many of our students will actually say that their peers at other schools and colleges across campus go to them to learn how to refine their résumé or their LinkedIn profile,” he explained. “And we hit the ground running on that; our students will have a résumé and LinkedIn profile by the end of their freshman year.”

Another focus, as mentioned earlier, is that statistic known as recruiter satisfaction, he went on, adding that Isenberg hired a director of organizational metrics, who, among things, garners hard data on just how happy recruiters are with the school’s graduates.

“It’s like flying on an airline,” Fuller explained. “You fly, you get a survey; the airline asks, ‘how did we do?’ We do the same thing.”

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And it turns the results, especially those that are not particularly favorable, into action, he went on, noting that one identified problem was with résumés, criticism that eventually led to efforts to improve and standardize those documents, so much so that recruiters can now easily recognize something Fuller called the “Isenberg résumé.”

As for growing support among alums and other groups, Fuller drew an analogy to big-time college sports.

“Attendance for basketball games where a team is losing is less than it is for a school that’s winning,” he explained. “For alumni, there was a real sense that we had to build pride in the brand, because the public business schools across the country are a very competitive set of schools, and we all want to be competitive.”

Story Lines

When it comes to telling the story better, Fuller started by gesturing across the conference room table to Chris Foley Pilsner. Her business card reads ‘Assistant Dean & Chief Marketing Officer,’ and she is the first at Isenberg to have such a title.

More importantly, she leads a growing team of professionals, said Fuller, adding that the school has become much more aggressive in recent years when it comes to promoting its brand.

“We also have a digital strategist and social-media director, among other positions,” he explained. “We’re building up that infrastructure that allows us to tell our story about how good we’ve become.

“Many people know we’ve gotten better, but they’re not cognizant of how much better we’ve gotten,” he went on. “I hear that from alumni, even; they don’t know how good we’ve really become.”

The goal moving forward is to simply have better news to report, said Fuller, meaning continuous improvement. And, as he noted, moving ever-higher becomes more difficult because the competition is more keen, and those ahead of Isenberg in the rankings have every intention of staying where they are or moving higher themselves.

Continued upward movement is made still more challenging by two rankings where Isenberg lies at the very bottom of the chart, at least among the top public schools. These would be ‘operating budgets’ and ‘school endowments.’

Indeed, Isenberg has an operating budget of $38.2 million (less than one-quarter the total registered by the top-ranked public school, Indiana University’s Kelley School), and an endowment of just over $31 million, far less than one-tenth the figure at the University of Virginia’s Darden School, ranked second overall by BusinessWeek.

In many ways, how far UMass has come despite those statistics are serious points of pride, said Fuller, but those factors, and also the lowest total (70) of tenure-stream faculty among the top schools, will represent serious hurdles to moving higher.

“We like to say, affectionately, that we fight above our weight class,” he said while referring specifically to the operating budget and endowment rankings. “But we also know that you can’t continue to do that, so we’re trying to get our alumni to help us figure out how to grow this operating budget.”

Elaborating, he said that financial gifts from alums are not the only way to enlarge the budget. Others include corporate gifts, grants, and foundation support, and alumni can assist with all of the above.

Overall, to move still higher in the rankings, Fuller and his team will have to build what amounts to a bigger, even more effective perpetual-motion machine, and continue their focus on execution.

To elaborate, he moved to the whiteboard in the conference room and drew a rudimentary schematic, in the form of a circle with the word ‘reputation’ in the middle, and references to the three elements that drive it — programs, infrastructure, and image — and the need to focus on all three.

Image, as noted earlier, is a measure of how others perceive your school, and includes everything from the many regional and regional rankings to efforts to tell the story. Programs, meanwhile, as mentioned, include everything from curricular initiatives to professional-development tools. And infrastructure is a broad term used to describe everything from facilities to the faculty, and it is perhaps the biggest area of need going forward.

The construction project going on outside Fuller’s window is a prime example of infrastructure work, he noted, adding that, with rising enrollment, Isenberg had no choice but to expand its footprint in order to provide the highest-quality education.

“We need the facilities that will allow us to hire the faculty to drive the quality of the program,” he explained, “because I can’t grow anymore, either in quality or the number of students we teach, without expanding our infrastructure.”

Another element of infrastructure is the faculty, he said, noting that the school needs to grow its endowment so it can add more endowed chairs and teaching positions and thus enhance recruitment efforts in that realm.

“The big hurdle for us to move into the top rung of the rankings is to continue to build this infrastructure of resources that will enable us to compete,” he said, drawing another analogy to college sports, this time to the elaborate training facilities needed to recruit top players and coaches to athletic programs.

Off-the-charts Improvement

When asked if there was an accepted road map for public business schools to follow to attain growth and reputational capital, Fuller said ‘no,’ but also that this is another question that those other deans put to him.

Specifically, they want to know the route Isenberg followed to become number 1 in the Northeast and reach a status just outside the top 10 nationally.

He tells them it’s a well-marked route, but the key isn’t knowing the directions; it’s in executing them properly.

That’s how a business school gets where it wants to go.

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

Holiday Gift Guide Sections

Perfect Presents

giftgivingartThe holiday season will soon be upon us, and choosing a gift for a business professional or customer that will make their life easier or provide a bright spot in their day can be a daunting, but ultimately satisfying, task.

Some want to keep pace with the latest technology, others appreciate anything that can provide them with comfort or add pleasure to their work day, while still others appreciate whimsy or a gift they can enjoy themselves or with others when their day is done.

BusinessWest has done its best to make your shopping easier by presenting ideas in a variety of price ranges sure to please a co-worker, frequent flyer, or anyone who spends a good deal of their life in the office. Some items can be found locally and support small businesses, while others are carried at a range of stores.

If none of these seems quite right, a gift certificate to an area store, restaurant, or theater venue is sure to be appreciated. And, last but not least, consider a gift to a charitable organization you know the person cares about and supports.

Prosperity Candle

Candles can make a scent-sational gift, and a small group of socially responsible female entrepreneurs at Prosperity Candle in Easthampton has a wide range of offerings designed to brighten things for everyone on your list.

Their candles are handmade to order with soy-blend wax, essential oils, and natural cotton and wood wicks, and can be purchased individually or in a gift box that contains local products.

Try Pioneer Valley Gift Box #1 with maple syrup from Florence and a candle scented with a blend of tobacco leaves, aged cedar, and a touch of spice ($34 at www.prosperitycandle.com).

Fitbit 2 Heart Rate and Fitness Band

fitbit-charge-2Many people make an annual New Year’s resolution to exercise more, and a Fitbit 2 Heart Rate and Fitness Band may be the ideal gift to help goal-oriented professionals meet with success.

The device contains a multitude of features that range from call, text, and calendar notifications to “Reminders to Move” that encourage wearers to take 250 steps every hour, and tracks steps taken, distance, calories burned, floors climbed, active minutes of exercise, and hourly activity, as well as how long and how well you sleep. The battery lasts up to five days without being recharged. Starts at $149.

Tre Olive Gift Box

tre1Anyone who likes to cook or enjoys a good salad will appreciate a gift of extra-virgin olive oil grown by members of the Falvo family in the Calabria region of Southern Italy. Tre Olive in East Longmeadow has individual bottles starting at $9.99, balsamic vinegars and spreads, beautiful gift boxed tins starting at $19.99, and olive-oil soaps flavored with lemongrass, fig, and other intriguing combinations.

There is also the ultimate gift: adopt an olive tree for a year, receive a photo of it, and look forward to the spring when its olives are pressed and you or your gift recipient will be sent some of the freshest oil imaginable. At www.treolive.com.

Nokia Treasure Tag

People who travel frequently often fear losing their laptop, luggage, and other necessary items. But this little tag with a standard watch battery life of six months can prevent that: it connects to smartphones that use Bluetooth 4, and if the traveler forgets an item, the tag beams. In addition, it allows you to search for missing items. Cost: $30.

Tea Guys

Many business professionals drink coffee throughout the day, but if you introduce them to award-winning tea brewed in small batches, they may thank you for years to come.

Tea Guys in Whately offers every type of tea imaginable with highly unusual blends and flavors such as chocolate raspberry and candied lemon. A box, gift package, or gift certificate is sure to soothe. At www.teaguys.com.

Natico Decision Maker and Paperweight

natico-decsion-makerBusiness involves daily decisions, but sometimes it’s not clear what to do. In these cases, it’s simple to alleviate stress — or just have a moment of fun — by pressing the button in the middle of the Natico decision maker and paperweight.

A solution will appear when it is done spinning, and your reaction may help determine what course to take. The paperweight can also serve as a conversation piece when someone enters your office. Cost: $17.50.

Herman Miller Aeron Desk Chair

aeron-chair_1Comfort is priceless, and spending hours behind a desk can lead to chronic back pain, but Herman Miller offers an almost foolproof solution with its classic Aeron desk chair.

The most well-known ergonomic office chair on the market incorporates the latest research around the science of sitting; fabric and foam are replaced with a breathable, woven suspension membrane, and ergonomic engineering allows the person’s weight to be distributed evenly to eliminate pressure points and heat buildup.

The chair reclines, and its PostureFit feature provides support at the base of the spine, where it is needed. Models start at $679 at Lexington Group Inc. in West Springfield.

Share Coffee Roasters

share-coffeeThere’s nothing to brighten up a day like getting a gift at work, and coffee lovers will be thrilled to find a delivery of freshly roasted gourmet coffee sent to them weekly by Share Coffee Roasters in Hadley. The first bag is free, and after that, weekly packages are sent for the length of time you choose and come in 6-, 12-, or 18-ounce packages.

The coffee is roasted and shipped the same day and is similar to fine wine, as it contains a medley of tastes. For example, Guatemalean Los Dos Socios has hints of dark chocolate, juicy citrus fruits, and praline. Prices start at $13 at www.sharecoffeeroasters.com.

Dragon Professional Individual, v15

dragon-professionalIf you know a small-business owner or executive who doesn’t have a secretary or complains frequently about carpal-tunnel pain, Dragon Professional Individual v15 voice-recognition software may usher in tidings of great joy. It can transcribe dictation or an audio interview three times faster than typing, and the person never needs to use their hands. In addition, simple voice commands can be used to edit documents or change formatting with up to 98% accuracy. Cost: $300.

Frigo Gourmet Foods Gift Basket

frigosbasket2016Food is always a welcome gift, and a gift basket from Frigo Gourmet Foods in Springfield can be shared at the office, taken to a party, or enjoyed at home. They come in a wide array of prices and styles, but their Old World Italian gift basket is sure to be a hit, with its irresistible mix of seasonal products such as panettone, amarettini cookies, biscotti, torreones, asiago, fontina, parmesan, provolone, salami, pepperoni, and casaling or sopressata meats. Cost: $125 at www.frigofoods.com.

Bose QuietComfort 35 Headphones

bose-headphonesHave a frequent flyer on your list? Someone who has trouble concentrating in a noisy workplace, or whose performance soars when listening to music their co-workers might not appreciate? Bose QuietComfort 35 headphones might suit their needs as they combine Bluetooth connectivity with the latest in noise-canceling technology, take a mere 15 minutes to charge, and have an unmatched battery life of 20 hours with a free app that makes switching between devices easy. Cost: $349.

Black Birch Vineyard

This family-owned Southampton vineyard offers award-winning wines created by hand in small, individually numbered batches. Choose from reisling, chardonnay, epic white, pinot noir, cabernet blanc, and more at $16 and up, or a beautiful gift basket that contains a bottle of wine, two glasses, and a wine-tasting gift certificate for two. Basket: $45 at www.blackbirchvineyards.com.

Clear Bubble Paperweight

paperweightThis clear bubble paperweight by the Museum Store at Wheaton Arts is handmade, so the color and size may vary if you purchase more than one, but it’s an unusual gift that is practical, decorative, and comes with a story card. Cost: $34 at www.wheatonarts.org.

Laurel Mountain Basket Co. Inc.

laurel-mountain-gift-basketThis Easthampton company creates unique gourmet gift baskets and believes that giving a gift basket “shouldn’t make you a basket case.”

Each basket is made when the order is placed, so give them a call at (413) 527-1243 to talk about their kosher, gluten-free, and specialty New England gift baskets overflowing with products that can be designed to suit every budget and palate. Visit www.laurelmtbasket.com.

Wireless Weather Station

People who love to know what it’s doing outside will delight in a desktop wireless weather station. Many models are available and range in price from about $50 to more than $500.

The AcuRite 01036 Pro Weather Station with PC Connect, 5-in-1 Weather Sensor, and My AcuRite Remote Monitoring App has great ratings; accurately measures the temperature, humidity, wind speed, wind direction, and rain; and allows you to set up programmable weather alarms as well as e-mail and text alerts to notify you when conditions change or your presets are reached. Cost: $125.

Entrepreneurship Sections

What’s the Big Idea?

 

Jill McCormick says TechSpring focuses on technology that’s practical, usable, and can be applied now to help Baystate Health succeed.

Jill McCormick says TechSpring focuses on technology that’s practical, usable, and can be applied now to help Baystate Health succeed.

When TechSpring opened two years ago in downtown Springfield, its leaders knew they were flying blind, at least at first. That’s how uncharted this territory was. But the concept — connecting technology companies, large and small, with the region’s largest health system to solve pressing problems — proved a compelling one, and today, TechSpring has numerous success stories to tell. It’s a conversation, they say, that needs to continue.

Eric Harry says genomics is one of those “sexy” areas of healthcare, and scientists are certainly engaged in exciting work to learn how genes influence disease.

“But we know for a fact,” he went on, “that zip code is a greater determiner of health outcomes than your genes. And we have a lot of high-risk patients at Baystate. There’s a lot of poverty here, a lot of patients at risk because of their zip code.”

Harry, community manager at TechSpring, Baystate Health’s technology innovation center in downtown Springfield, was talking with BusinessWest about a far different discipline than genomics: data analytics. When TechSpring opened two years ago, one of its partners, Dell, went to work in this area, trying to identify which patients are most at risk of becoming “high utilizers” of healthcare — or are, in other words, one major event from becoming very sick.

“What was their medical record like before they got sick, and who has those indicators now?” asked Jill McCormick, manager of the innovation center, adding that such studies are critical to the growing field of population health, which is critical at a time when hospitals must move away from the old, inefficient fee-for-service model into a value-based care model that seeks to keep people out of the hospital altogether.

“Our population will benefit if we make these changes,” she added — and analytics will be an important piece of the puzzle.

TechSpring, which opened two years ago in Springfield’s emerging downtown innovation district, matches private enterprises with partners and expertise from across the Baystate Health system to take on some of healthcare’s most difficult challenges. The goal is to create new technology solutions and products that could be used to improve health outcomes.

It’s a startup within a large health system, so you just have to start trying stuff. What works? What’s scalable? What can you do in that space?”

TechSpring owes its existence in large part to a $5.5 million grant from the Massachusetts Life Sciences Center, an investment agency charged with implementing then-Gov. Deval Patrick’s 10-year, $1 billion Life Sciences Initiative that supports life-sciences innovation, research, development, and commercialization.

TechSpring offers partners flexible space to work and the ability to collaborate directly with providers from Baystate Health on their projects, assessing the needs to be met in today’s healthcare environment, and testing potential responses to those needs.

“We work closely with Baystate Health to identify problem areas, or where they are investing in problems that need to be fixed,” McCormick said. “For example, where do they see population health going?”

Eric Harry

Eric Harry says TechSpring partners first learn what Baystate’s needs are and then develop technology-based solutions.

One possibility is working with organizations like Partners for a Healthier Community on how to incorporate data on poverty and housing issues into patients’ health records, so a doctor recognizes that the housing situation is contributing to the person’s health status.

The idea, she added, is to arm providers with the data they need to empower patients to take more control of their own lives. The fact that TechSpring is located in a demographically diverse region is one of its strengths.

“Springfield is geographically interesting, between New York and Boston,” she said. “It has a great mix of rural and urban, and it has interesting economic challenges, that made this the ideal proving ground for technology solutions that represent what the U.S. market looks like, versus your Cadillac medicine or high-tech areas.”

Actually, McCormick added, TechSpring leaders tend to shy away from the word ‘high tech,’ focusing on how technology can solve problems in areas like population health, rather than on what’s new and hot in technology itself.

“It’s really about what is practical and usable and can be applied now in helping the health system succeed,” she explained, “by addressing the needs of the population and helping patients achieve better health outcomes.”

Free Falling

When TechSpring opened in late 2014, it had already lined up a number of partners — companies that were proven and experienced in the industry, including IBM, Premier Inc., Cerner Corp., Dell, Medecision, and Mainline Information Systems. But the goals were still ambiguous.

“It’s a startup,” McCormick said. “It’s a startup within a large health system, so you just have to start trying stuff. What works? What’s scalable? What can you do in that space?

“What does it mean to change the industry?” she went on. “What does it mean to drive positive change? What are you working on, what is Baystate working on, and how do we bring you together to actually do something, and do it in a way that’s designed for learning and proving, rather than sales and acquisition?”

Harry compared the experience to jumping out of a plane for the first time, but McCormick amended the analogy. “Actually,” she said, “we’re building the plane while we’re flying it.”

Whatever the comparison, Harry said, TechSpring was a risky venture because nothing like it had been attempted in the region, and it demanded a total buy-in from Baystate and its partners to succeed.

There have been 22 such partners so far, including a handful of large companies, about five tiny startups, and a dozen or so companies in the middle, size-wise.

For example, a company called Praxify is working to help doctors balance efficiency and patient satisfaction in the era of electronic health records, or EHRs. “Oftentimes, documentation gets in the way of direct patient care,” McCormick said.

Other projects have involved remote patient monitoring — and how to get recorded outcomes into medical records so providers can make care decisions between patient visits — and advanced clinical decision support, or ACDS, which aims to turn medicine into more science than art by establishing, through hard data, the right course of action in various clinical situations.

Originally, potential partners were bringing ideas to Baystate, and the health system was trying to fit their ideas into its framework. That has changed, however, into what Harry called a “marketplace.”

“Now we’re going into Baystate and talking to providers and figuring out where the problems are, really defining those problems, and then we go out and look for innovators, telling them, ‘here are the problems we’ve defined. Can you solve them?’ We’re creating a match-making process. We have a list of problems, well-defined, already sourced, and innovators submit a statement of interest to solve those problems, as opposed to saying, ‘hey, I have this solution. Can I work with you at Baystate?’”

The partners, interestingly, are not being paid for their work; in fact, they pay to access Baystate’s resources and human capital through TechSpring. But if they get to a point where a solution works, they have a direct line to become a successful vendor at Baystate and beyond.

“They’re developing a true solution, solving a real problem, and if they can do that here, they can do it anywhere,” Harry said.

That setup works well for large partners with significant financial resources, but perhaps isn’t as ideal for early-stage startups, so TechSpring is working to develop a model to improve access to companies that can’t afford to pay up front.

Boston-based CarePort Health, one of TechSpring’s initial partners, specializes in helping providers optimize post-acute outcomes and costs by guiding patients across the care continuum and tracking their recovery in real time. “They earned a commercial customer relationship with Baystate and had broad market success from there,” McCormick said, adding that the company was recently purchased by Allscripts, a major EHR vendor.

“When you finish working with TechSpring,” McCormick said, “it should either put you in a position to receive additional funding or propel your solution toward broad market success.”

Happy Employees

Meanwhile, a TechSpring partner called Imprivata works on the security side of healthcare, developing products like a badge that employees swipe at their computers to enter any program they have access to, instead of having to remember passwords for each one. Another current project is a biometric palm-vein reader. Each scan is recorded in a database, and physicians can then swipe anyone entering the ER and immediately pull up their medical records.

“We have a nice pipeline with Imprivata; they’re already popular and well-received in the hospital, and we get to work on what’s next for them,” McCormick ssaid. “They look for intersections between convenience and patient security. When I bring these solutions to the health system, they’re psyched because they know Imprivata is going to make their lives easier.”

Such solutions, however, begin with conversations — between providers and TechSpring partners, and between the tech companies themselves — and that’s another area where the innovation center excels, Harry said. “We’re really driving ecosystem thinking within healthcare.”

To that end, TechSpring also offers co-working, office, and event space in flexible month-to-month memberships for anybody working at the intersection of technology and healthcare. Meanwhile, a monthly networking event called Tap into TechSpring features networking and content-rich speaker programs, so various stakeholders get a sense of what everyone is working on, and sometimes new collaborations form.

“I’d say a lot of people in the healthcare sector are cynical about this type of thinking. ‘Show me the money’ is their way of thinking,” Harry said. “We’re helping people understand there probably is money, and a way that everyone can benefit, but until we get together, that can’t happen.”

Added McCormick, “it’s not that we’re just dreaming about what the future of healthcare could be. We’re actually executing against what we think the future of healthcare can be.”

At the end of the day, Harry said, TechSpring is about solving health problems — at a time of great shifts in the way care is delivered — and, ultimately, changing lives.

“Can everyone win?” McCormick asked. “We think so. Our bet is they can. And we’re taking all these opportunities to prove that everyone can win — especially patients.”

Joseph Bednar can be reached at [email protected]

Features

Supporting Cast

Neville Orsmond

Neville Orsmond

Neville Orsmond wasn’t thinking about buying the company when he walked into the Thomas & Thomas plant more than three years ago. But by the time he walked back out the door, he was, well, hooked — on the notion of preserving one of the fly-fishing industry’s most famous names, and also preserving what all those who partake in this pastime call a ‘lifestyle.’

When Prince Charles and Lady Diana tied the knot at that quaint ceremony in London back in 1981, President Ronald Reagan and his wife, Nancy, chose as a present for the couple a set of matching bamboo fly rods made by a tiny company in Greenfield called Thomas & Thomas.

As proof — not that anyone doubts him when he tells the story — Neville Orsmond points to a framed thank-you letter of sorts hanging on a wall just inside the main entrance to the company’s plant. Printed on official Buckingham Palace stationery, it reads, in part, “it would be difficult to find finer rods, and they are precisely what are needed for the conditions on Scottish Rivers.”

By that time, of course, the royals were just a few of the global celebrities casting their lot, figuratively but also quite literally, with that famous brand, considered the Rolls-Royce of what is now estimated to be a $10 billion industry. And they would be joined by many others over the ensuing decades.

The list includes Jack Lemmon, Eric Clapton, Ted Williams (a famous baseball player but perhaps an even more famous angler), Dale Earnhardt, Joe Montana (casting became the quarterback’s method of rehabbing an injured shoulder), Joan Lunden, James Seals (of Seals and Crofts fame), business mogul Nelson Peltz, and countless others.

But despite such an illustrious client list, Thomas & Thomas, launched in 1969 by brothers-in-law Thomas Dorsey and Thomas Maxwell, was, by 2013, nearly (if you’ll pardon the expression) dead in the water.

It was still producing fly rods, including the bamboo models that are perhaps its signature, and other products, but fewer of them. And the high standards of quality that had defined the company had fallen in most areas, including perhaps the most important — customer service.

Thomas & Thomas has been considered the Rolls-Royce of the industry

Since it was launched nearly 50 years ago, Thomas & Thomas has been considered the Rolls-Royce of the industry, with a premium on hand-craftsmanship.

Indeed, a cast of successor, mostly absentee owners — Maxwell left the company in the ’80s, and Dorsey sold it in the late ’90s — had failed to make needed investments in everything from branding to manufacturing equipment. And the results were crippling.

This was not exactly what Orsmond, a native of South Africa and serious fly-fishing enthusiast who had relocated to the U.S., was expecting to find when he ventured to the Greenfield plant in late 2013 to personally place an order for several rods. But he quickly became aware of what was happening with this company — or not, as the case may be.

“I heard the company was for sale, and it was in very bad shape,” he said with discernable understatement in his voice. “It was definitely going to go under, and it wasn’t going to be resurrected.”

But seven months and two lawyers later, he found himself the proud but certainly challenged new owner of the venture.

 

I’m just here to steer the company in the right way. At the end of the day, it’s all the great people we have working for us that make us successful. They get to make these rods every day, and it’s my job to go show them off to everyone and get people excited to buy them.”

 

He assumed the title of CEO and its responsibilities, he told BusinessWest, because he wanted to quench some entrepreneurial thirst, but, more importantly, he didn’t want to see the iconic brand vanish from the landscape.

“I didn’t want to let that happen,” he said, adding that, while there is still considerable work to do, the ship has been righted, and the brand has been re-energized, as evidenced by the current seven-month waiting time for a bamboo rod.

When asked how the turnaround came about, he stated simply, “by listening to the right people about what they need in a rod and how we can meet those needs.”

Elaborating, Orsmond said that, soon after taking the helm, he came to understand that his assignment had two main thrusts — “internal and external,” as he put it.

The former involved infusing capital, generating enthusiasm, setting ambitious goals, and creating an environment in which they could be reached. The latter centered around aggressive branding, and, in the simplist of terms, letting the world know that the Thomas & Thomas brand is alive, well, and bound for some serious growth.

And when Orsmond says ‘the world,’ he means it. He’s been traveling to virtually every corner of it over the past few years, promoting his products and the sport of fly fishing, while also making time for what he called a lifelong passion.

And as he talked about those travels and the fishing he’s done during them, he dove for his phone and quickly flipped to pictures of a giant trevally (this one four feet long) he caught earlier this month in Dubai.

The enthusiasm with which he did so spoke volumes about the sport itself, but also why Orsmond is now signing the paychecks at Thomas & Thomas, why there is that wait time for an order, and why optimism abounds at the company.

For this issue, BusinessWest explains how this optimism came to be, and why the future of this brand looks exceedingly bright.

Stream of Consciousness

When talking about where they fish — or, especially, where they landed that huge brook trout — anglers are famous for using purposefully, if not hopelessly, vague language.

The reason is obvious; they don’t want to let the world, or even a few people, know the location of their favorite — and most fruitful — spots.

Orsmond adopts a somewhat similar tack when talking about his company’s products and how they are made.

Indeed, when asked about what goes into manufacturing the rods and what separates them from competitors’ offerings, he talked of “materials” — bamboo, fiberglass, and carbon fiber are the main ingredients — and “techniques,” and was rather stingy with details.

“We have a bunch of secret methods for making these rods, and techniques,” he explained — sort of. “It’s all in the design … and how the rod bends.”

He was far more willing to discuss the philosophy behind the company’s production methods, and the difficulty competitors have with replicating the results, even if they have a Thomas & Thomas rod in their hands as a guide.

“Good luck to anyone trying to reverse-engineer this,” he told BusinessWest, adding that, while there is, indeed, some engineering involved here, rod making and creating the requisite blend of beauty, strength, and balance is as much art and instinct as it is science.

Troy Jacques plies his craft in the bamboo room

Troy Jacques plies his craft in the bamboo room. He’s been making rods there for more than 20 years.

To best explain what he meant by that, he rose from his chair, walked to the back of his office, picked up a metal tube, and very carefully extracted what might best be described as his pride and joy — or at least one of them, anyway.

What slowly emerged was a seven-foot-long, ‘four-weight,’ one-piece bamboo rod made by Thomas Dorsey more than 30 years ago. Now considered an antique that would easily fetch well north of $10,000 if he were to sell it (don’t get any ideas; that is not going to happen), it represents perhaps the essence, and the epitome, of fine rod making, he explained.

“This is a really unbelievable fly rod,” he said while admiring it — again. “It’s very, very difficult to make a one-piece — there just aren’t many people in the world who can do it; everything is hand-made.”

While that rod is indeed rare, the same focus on quality, and the same attention to detail that spawned it, goes into everything that is shipped out the door and to addresses on every continent, Orsmond explained.

While dozens, if not hundreds, of companies make fly rods, he noted, Thomas & Thomas stands out for its handcrafted quality and one-at-a-time approach to production, something he compared to the legendary London-based gun maker Holland & Holland.

And it’s been this way since Thomas Dorsey and Thomas Maxwell, frustrated that they couldn’t find what they wanted in a fly rod on the market, decided to make their own.

They started in Maryland, but soon moved the operation to Franklin County — somewhat out of necessity. The story goes that a rod-making outfit in the Greenfield area went out of business, and the two Thomases bought the equipment. They found the prospect of bringing the machinery home too expensive and logistically difficult, so, instead, they moved their families and their enterprise north.

In little more than a decade, the company had made such a name for itself that the Reagans, or at least the person they charged with finding a wedding gift for the royals, made a call to Greenfield. (Reagan was so enamored of the Thomas & Thomas rods that he also gave one to Australian Prime Minister Malcom Fraser when was he was visiting the White House; legend has it, says Orsmond, that he was having so much fun casting with it on the South Lawn that he was late for an important meeting.)

But by 2008, a combination of factors, especially the Great Recession and its impact on discretionary spending (and a $1,000 fly rod would certainly fit that description) and largely absentee ownership put the company in dangerous whitewater.

Fast-forwarding through what he called the dark times for the company — he wasn’t there for them, and he didn’t care to dwell on them — Orsmond said Thomas & Thomas didn’t exactly lose its way. Rather, it simply lacked the resources and leadership needed to continue doing business as it had historically.

Orsmond, who was living in New York at the time, working for a company that provided automated parking-garage systems, and “fly fishing every weekend,” wasn’t thinking about orchestrating a return to the glory days when he walked into the company’s plant that day more than three years ago. But he waded in with purpose (another industry term), and has never looked back.

Current Events

Returning to those internal and external components of his broad assignment to rejuvenate the company, Orsmond said his job has been to simply pilot the boat, if you will, keep it on course, and let the talented rod makers, some of whom have been plying their trade there for nearly 30 years, do what they do.

“I’m just here to steer the company in the right way,” he explained. “At the end of the day, it’s all the great people we have working for us that make us successful. They get to make these rods every day, and it’s my job to go show them off to everyone and get people excited to buy them.”

Elaborating, though, he said there really has been nothing simple about the resuscitation process, and it is very much still ongoing.

“The external side of this took a lot longer because people needed to believe in this brand again,” he explained. “They needed to understand what we were doing and see what was happening.”

The internal part of the assignment was somewhat easier but still challenging, he went on, because employees needed more than words — they’d heard plenty of those over the years — to regain a sense of confidence and optimism in the brand moving forward.

“They had been let down by all the previous owners going back 10 years,” he noted. “It took a lot of capital investment and a lot of time; there hadn’t been an owner here in a decade to make decisions, speak to our customers, and fully understand who were are.”

Neville Orsmond, seen here with the giant trevally

Neville Orsmond, seen here with the giant trevally he hooked in Dubai, says confidence in the Thomas & Thomas name has been restored.

Much of this hard work has been accomplished, he went on, adding that the task ahead lies mainly in aggressive branding efforts aimed at introducing both the sport and the Thomas & Thomas name to people of all ages, but especially younger audiences, and continuing that process he described earlier of listening to the right people.

This would be customers, many of whom are serious about their fly fishing, and also a core of advisers who rank among the most famous fly-fishing enthusiasts in the world. People like Jako Lucas, from South Africa, an international fly-fishing guide who takes clients to locations ranging from Norway to Mongolia. And Canadian Rebekka Redd, an international fly fisher, TV host, photographer, and author.

“My theory about all this centers on listening to the fly fisherman in the stream,” said Orsmond. “The guy who’s using our rods, the one who’s so proud to hold one and fish with it. We have to listen to him and give him the best product we can every day.”

Looking down the road, or downstream, as the case may be, Orsmond said the company will never be among the giant players in this industry like Orvis, Sage, Winston, and others. But it can grow its share of the market, and he’s intent on doing so.

The company currently manufactures about 3,500 rods per year, and he predicts it can get to perhaps 15,000 in four or five years — and without sacrificing anything of its trademark quality.

“I think we can get a lot bigger; the thing is, though, you don’t want to grow things that quickly. You want to do it slowly but surely,” he said, borrowing the basic philosophy behind the company’s manufacturing techniques he mentioned earlier. “If we grow things out of proportion, we’ll find ourselves with a different set of problems.

“We want to take small steps, and the right steps, to get there,” he went on. “And the steps we’ve taken already show we’re going in the right direction. It’s all from the feedback we’re getting — one e-mail at a time, one fly rod at a time. It’s about making the right decisions and believing in our core values.”

Getting Hooked

Orsmond’s spacious office on the second floor of the non-descript building on Barton Road tells a good deal of the Thomas & Thomas story all by itself. Well, the wall art does, actually.

There are no mounted trophies here, and serious practitioners of fly fishing know why. “We don’t kill fish — we catch and release,” said Orsmond, using ‘we’ to mean himself and most all other enthusiasts.

There are, however, pictures of fish that have been caught and then released, including one of another giant trevally, this one landed by Orsmond in the Seychelles, an archipelago in the Indian Ocean. There are also some prized flies mounted within a frame, as well as a picture of Thomas Dorsey.

And then, there are two powerful pictures, on facing walls, which are simply portraits, if you will, of hands doing close work, presumably involved with making fly rods.

Collectively, this art speaks to what the company does, how it does it, and the lifestyle it is trying to preserve for future generations.

That’s a word Orsmond chose carefully and would use more than a few times in the course of this interview.

“This is not a sport, it’s a lifestyle,” he said of fly fishing before using one of many versions of a phrase used to drive home the point that one doesn’t actually have to catch any fish to enjoy this activity. “The beauty of it is why it’s such a perfect lifestyle; you’re always in a beautiful place fishing — there’s never an ugly place.

“Those who fly fish are responsible — they take care of the Earth,” he went on. “They like to spend their time outside; that’s who they are.”

He could have said more, but he decided to let Thomas Dorsey do some talking — at least through a promotional video the company uses (Thomas is mostly retired and was not available for this article).

And talk he did, about fly fishing — “I’ve always looked at it as an excuse to be in a beautiful place” — and about the art of making rods from bamboo. “It’s nothing really special until it’s made into something,” he said of that wood imported from China. “Any bamboo-rod maker does what he does out of passion.”

A strong desire to continue use of the present tense for such comments is the overriding reason why Orsmond said he bought the company. And he believes he and his team are no longer (to borrow yet another industry term) swimming upstream.

As evidence of this, he concluded his tour of the plant in what’s called the ‘bamboo room,’ and for obvious reasons.

There, Troy Jacques, who has been fashioning rods for more than 20 years, had work to keep him busy until well into next year.

He stopped just long enough to explain the long, slow, difficult process of gluing six slender slices of bamboo together to form the pieces for a bamboo rod.

Each rod takes roughly 60 hours to make, he noted, adding that he’s working on several at a time. There are some of what would be called standard production models, but most rods that go out the door are personalized in some way.

“A lot of customers like to add a little flair to the rod they’re buying,” he explained, such as the 10 he’s working on for one company that will bear the firm’s seal and customized components.

It is this craftsmanship and attention to detail that has set the company apart over the decades, said Orsmond, and these are still the defining qualities.

“We like to say that ours is the ‘rod you’ll eventually own’ — that’s our slogan,” he told BusinessWest. “By the time you’ve bought everyone else’s rod, you’ll say, ‘I really want a Thomas & Thomas.’”

This was true 47 years ago, and thanks to his efforts and those of a large supporting cast, in every sense of that phrase, it is true again.

The goal is to make ‘eventually’ come soon.

exocetrod

The Finish Line

Orsmond says, as one might expect, that one-piece bamboo rod he proudly displayed doesn’t exactly travel well. In fact, that’s how he came to possess it; the previous owner was frustrated with its lack of portability.

Therefore, he limits its use to local ponds and steams — anything he can drive to. Which means there’s not much of a limitation.

“We have all these great trout steams around us — the Deerfield River, the Swift River, and many more,” he explained. “So I can put it in the back of the car and go fish; I don’t have to go far at all.”

Such comments explain why Orsmond classifies his efforts as not merely those to preserve and grow a brand. Rather, they’re about preserving and maybe even enhancing that lifestyle he and others believe is endangered.

“We support the people who have the same beliefs that we do,” he explained, referring to organizations like Trout Unlimited and Jackson Hole One Fly, groups working for the benefit of fish and their habitats. “We don’t have much left … our grandchildren may not be able to fly fish for trout if we keep going the way we’re going.”

Such efforts constitute difficult work, especially given current trends and environmental concerns, but it’s certainly easier when there is passion involved.

That’s the word that has best defined Thomas & Thomas from the beginning, and Orsmond isn’t about to let that disappear from the landscape either.

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

Features

Course of Action

Tim Van Epps

Tim Van Epps, seen here with the famous wooden fox positioned near the clubhouse, says the Sandri companies are “all in on golf.”

Tim Van Epps calls it the “race to the bottom.”

That was he was colorful way of describing the sum of what’s happening in the golfing industry, at least the public-access side of the equation. And maybe the private side, too.

Elaborating, he said that, in the face of a host of factors that have negatively impacted the golf business — everything from lingering effects from the recession to declining interest among younger generations to oversaturation of this region with courses — owners and operators have responded with gimmicks, special rates, and an inclination to cut corners, defer maintenance, and, in the process, jeopardize quality until fiscal conditions improve.

“It’s a tough industry now,” said Van Epps, president and CEO for the Sandri Companies, which has a number of business divisions, including golf. “During the boom days, the late ’90s and early 2000s, if you opened a course, people would come. It’s not like that now. You saw thousands of courses open across the country, flooding the market with opportunities for people to play. And then, the market crashed, and now you’re seeing more courses close in a year than new ones open. And most courses are just trying to get by.”

But Sandri is taking a much different approach to these challenging times. Indeed, rather than hunker down and join others in that race to the bottom, Sandri is going to make significant investments in its Crumpin-Fox layout in Bernardston, and instead commence a race to the top.

That would be the top of the list of golf courses in this region, he said, noting that there are, in fact, several such compilations, and the one he’s most interested in is Golf Digest’s list of the best courses in Massachusetts that anyone can play. (Private clubs are, by their very nature, courses that only members can play.)

To that end, the semi-private club is commencing what will likely be north of $5 million in improvements, everything from dramatic, yet strategic, thinning and clearing of the trees that line most fairways, to paving of the cart paths; from a new pavilion at the 19th hole (a.k.a.) Zeke’s Bar & Grill, to renovation of the bunkers; from a huge facelift for the practice area, to some aggressive pricing programs.

The immediate goal of all this work is to make the course more accessible, playable, and enjoyable, said John (Boo) Jackson, director of Golf for Sandri, who said all these initiatives come together in something the company is calling a ‘grow-the-game campaign.’

“We’re trying to get some younger faces out here,” he said, zeroing in one of the biggest challenges facing course owners today, “and infuse this place with energy, enthusiasm, and a just a welcoming attitude and approach.”

As just one example, he cited a Franklin County resident’s rate, which, as that name suggests, provides discounted greens fees ($45) to area residents, many of whom are mistakenly of the belief that this is either not a public-access course, or it is public, but way too expensive.

John (Boo) Jackson

John (Boo) Jackson says a ‘grow-the-game’ campaign at Crumpin-Fox is aimed at generating enthusiasm and maximizing the “experience.”

Meanwhile, children of those residents who are 12 and under can play for free, he went on, adding that growing the game is difficult given the current conditions, but doable if an operation can blend imagination with solid customer service and that welcoming attitude he described.

Overall, the aim is to grow all aspects of the business, meaning golf, outings, weddings, and more, including indoor golf (simulators) and even snowshoeing and cross-country skiing, said Van Epps, adding that steps taken recently under the grow-the-game umbrella triggered a solid second half to the 2016 season and solid optimism for next season and well beyond.

“We’re all in on golf,” he explained. “We’ve seen an incredible lift in the second half in rounds — and in the excitement that our golfers are experiencing. We’re getting a lot of first-timers, and overall, there’s been an energy surge here.”

For this issue, BusinessWest takes an indepth look at what’s happening at Crumpin-Fox, and, more importantly, why these investments are being made, and how this course of action can wind up changing the landscape in many ways.

Round Numbers

If you were paying attention — make that really paying attention — to golf equipment maker TaylorMade’s commercials aired during July’s PGA Championship and featuring Jason Day, you would have noticed that Crumpin-Fox was sharing the stage with the world’s number-one player.

Actually, several courses did, in an almost-subliminal way. The commercial is about planning and executing the many shots golf requires players to hit, and as he’s thinking about some of them — a high fade or a low cut, for example — Day, the defending PGA champion at the time, is picturing golf holes that require such execution. In addition to holes at Whistling Straits (where Day won the PGA in 2015), Chambers Bay (site of the 2015 U.S. Open), and others, the sixth, seventh, and eighth holes at Crumpin-Fox, the most famous and photogenic stretch on the course, makes an ever-so-brief, one-second cameo.

“The folks at TaylorMade were up here recently getting some drone footage of the course,” Van Epps explained. “They were round-tabling it, looking over footage of all these courses for the commercial, and the brass at TaylorMade came across Crumpin-Fox and said, ‘holy moly, this one of the most beautiful courses we’ve ever seen.’ And that’s how we wound up in the commercial.

“And people noticed,” he went on. “Even though it’s just a second or so, people who’ve played here could recognize those holes.”

The goal moving forward is to make Crumpin-Fox, well, front of mind, not for PGA professionals, necessarily, but for players who might already have played it, and those who have perhaps thought about it, but have yet to program ‘Parmenter Road, Bernardston, Mass.’ into their car’s GPS.

Scott Gilmore

Scott Gilmore says an aggressive tree-clearing and trimming project will make Crumpin-Fox more playable — and enjoyable.

‘The Crump,’ as it’s sometimes called, or ‘the Fox’ (another alias), has always been a popular destination since the original nine-hole track, designed by Roger Rulewich, was expanded to 18 holes in 1977, and business has been steady even in the difficult times of recent years, said Jackson.

But the goal of any business, even those in the golf industry at this challenging time, is to grow, said Sandri, adding that, unlike those competing (if that’s the word for it) in the race to the bottom, he wants to travel in the other direction. And storming to the top of the ‘best courses you can play’ list is merely one of the goals, albeit one with great significance when it comes to reaching the broader goal — to get more people to make that scenic drive down Parmenter Road, an assignment that has a number of components. They include:

• Making the course more playable, as noted earlier, by undertaking some much-needed maintenance and tree work;

• Upgrading facilities to improve play and the overall customer experience. Replacing dirt cart paths with paved routes definitely falls into this category, as do improvements to bunkers and tee boxes;

• Those special rates for young people. Special as in free to those under 12, an ambitious initiative designed to inspire younger generations to take up the game and become acquainted with, and probably enamored with, the Fox; and

• Greatly enlarging and improving the 19th hole and banquet areas, as well as the practice area — two of many steps being taken to generate more and longer stays at Crumpin-Fox.

Drive to the Top

Work on all this is already underway, and will greatly accelerate in the weeks to come, said Van Epps, adding that the course will close at the end of the month — just a few weeks ahead of the normal schedule — so crews can get to work.

A big focus early will be on tree trimming and clearing, said Course Superintendent Scott Gilmore, who is not a forester, or a golf-course designer, but can talk expertly on why taking trees down is not a bad thing — for the course, those who play it (that should be obvious), wildlife, or society in general.

“After 40 years, the trees are getting big, and they’re causing some problems,” he explained, noting that more than 5,000 or so will be taken down, and others will be cut back. “We need to push them back and give people the holes back.”

Indeed, much of the tree work has been long overdue, said Van Epps, noting that encroachment has impacted everything from shot selection to convenience.

“There are two fountains on the sixth hole that are now 12 feet into the woods,” he explained. “When we first opened, you could walk right up to those and get a drink of water; now, the deer are enjoying them.”

To get these points across, Gilmore pointed to the last 200 or so yards of the rugged par-4 18th hole, or that portion that can be seen off the back deck of Zeke’s.

There, trees are encroaching on the fairways, blocking great views of players coming down the final fairway (the Crump has hosted a number of tournaments over the years and has more, including a sectional qualifier for the U.S. Open, on the books for the coming years), and unnecessarily and even unfairly getting in the way of golf shots.

And the 18th is typical, he went on, adding that there are many holes where trees are too dense, too tight to the fairways, and overgrown to the point where they make shots more difficult than they should be given the original designs.

But the dense vegetation brings other problems as well, said Jackson, noting that, in the heavy underbrush and tightness of the fairways, one could easily lose a sleeve of balls (or two, or three, or four) playing 18 holes, which is expensive. Thus, players search hard for a ball before digging into the bag for another one, slowing the pace of play.

Eliminating and thinning trees brings many benefits, said Jackson, and they add up making the course more playable and enjoyable, which in turn leads to repeat business and positive testimonials.

But while golf is the main focus of the Sandri investments, the broader assignment is to make this more of a year-round destination, said Van Epps, and a growth business, like the many energy-related divisions of the corporation.

To that end, Crumpin-Fox is adding indoor golf simulators, and also laying track for a snowshoeing operation, one that will capitalize on an activity rapidly growing in popularity, especially among Baby Boomers searching for enjoyable, calorie-burning, outdoor activities.

“We have trails going in all throughout the course, and that presents options for a visit to Crumpin-Fox,” he explained. “If a couple comes up, and the husband likes to snowshoe and the wife likes to golf, he can rent some shoes, and she can play on the simulator.”

Longer-term plans call for building a lodge on the edge of the property, he went on, adding that the goal is to make Crumpin-Fox a true destination, and not just for those who wear hats that say ‘Titleist.’

Pinning Their Hopes

Looking over the golf landscape, Jackson theorized that many in the industry have used the economy as an excuse for falling play and declining revenues.

With more introspection, he surmised, they would see that fair to poor customer service, coupled with what he calls an unwelcoming attitude, has contributed to, and perhaps been the main culprit in, the current challenging times.

The Crump takes a different attitude in all respects, he said, adding that this is one of the many ways in which the club is setting itself apart.

While most of the rest of the industry is in a race to the bottom, the Sandri operation is driving for the top. It’s an aggressive, expensive course of action, but one that all those involved believe will pay dividends down the road — or down the fairway, as the case may be.

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

Features

Coming into Focus

BioFlight VR panel

BioFlight VR panel

Ed Zemba has quite a few memories from the huge trade show called VRLA, the world’s largest virtual and augmented reality expo, staged last spring, as the names suggests, in the City of Angels.

Most involve the technology itself and the large volumes of excitement generated about its seemingly limitless potential within the world of business. But he also can’t forget some of the comments directed his way when people found out his company, Robert Charles Photography, was based 3,000 miles to the east.

“One guy said, ‘hey, you’re two years early,’ or something to that effect,” said Zemba, who explained that this commentator was noting that the East Coast usually lags well behind the West Coast when it comes to technological breakthroughs of this kind, and was adding some pointed sarcasm and exaggeration (maybe) to the equation.

Zemba was somewhat taken aback by this, and said that such comments were repeated enough that he actually developed and refined a comeback of sorts.

“I said, ‘we do OK back east — wasn’t most of this technology developed at MIT?’” he recalled, adding that those who heard the line were mostly unimpressed and had a comeback of their own.

“One guy said, ‘yeah, OK, but what do the guys at MIT do when they develop the technology? They come out here to Silicon Valley, that’s what they do.’ They were tough,” he recalled, adding that this back and forth, coupled with the tremendously powerful displays of what VR and AR can do — and in some cases, are already doing — inspired him.

Ed Zemba says he created Link to VR to help business owners

Ed Zemba says he created Link to VR to help business owners understand this emerging technology and take full advantage of it.

To be more specific, the experiences inspired him to do what he could to make sure that, when it came to virtual reality and augmented reality, businesses in the 413 area code and beyond were not late (or much later) to the party when it comes to these technologies, as they are with so many other forms of innovation.

To that end, he partnered with several other business owners in the region to create a venture called Linked to VR, a name that pretty much says it all. Indeed, the company was created to help companies understand the vast potential of this technology — for everything from helping patients understand a medical procedure by transporting themselves (virtually, of course) into an organ or joint so they can see what’s wrong and what the doctor will do to fix it, to dramatically reducing the costs of training programs by curtailing or eliminating the need to travel — and then create a plan to put it to use.

“The earlier we can collectively get our heads around this, the better off we’re going to be,” he explained, using ‘we’ to mean business owners, but also educators, parents, and other constituencies. “We want to help people transition to the next platform and incorporate this technology into their business model.”

And this brings us to the Western Mass. Business Expo coming up Thursday (see the full guide to the show in the special section inside this issue). Indeed, Zemba, a huge supporter of the show going back to the ’90s, wanted this year’s edition of the event to become a vehicle for introducing VR and AR and putting its full potential on display.

And he has energetically worked with BusinessWest, producer of the Expo, to create a wide range of programming that will not simply allow attendees to be wowed by what they see when they put the goggles on (although that is a big part of it), but to enable them to fully understand how it can be applied to their business, and also how to get the ball rolling.

“I can remember that the business show was always a time to learn about new technology and new ways of doing business,” he explained. “That’s why this is the perfect forum for putting this technology on display and helping business owners get both hands around it.”

Learning — and doing — opportunities will come in several flavors, from so-called experience rooms, where Expo attendees can try out the Oculus Touch and see where this technology can take them (figuratively, but also from a business perspective), to an educational seminar called “Enterprise Virtual Reality: From Concept to Reality.”

Zemba, like others who have come to know and appreciate VR and AR, refers to this as “disruptive technology.”

That’s a technical term, and a business term, one that has come to define technology that displaces an existing technology and shakes up an industry — or several of them. Recent examples include the PC, cell phones, and e-mail. Others, from past decades, include the telephone, television, and jet travel.

Zemba knows a little about disruptive technology, because he’s seen it, from a business perspective, up close.

Indeed, digital photography certainly fits that description, he explained, adding that, when the technology exploded onto the scene in the ’90s, some could see what it was going to do, reacted, and took full advantage of it. Others, including established corporations, like Polaroid, were late to react or didn’t react at all, and paid a very steep price for their hesitation and arrogance.

“I saw some companies increase their sales exponentially, and I saw other companies go out of business,” he explained. “And what determined which direction you took was how you embraced the technology and how you prepared for it.”

The same will likely be true in many respects when it comes to virtual reality, he said, adding that it has vast potential to impact virtually every form of business, and especially healthcare and education.

“When I first saw this technology in use, I thought it was science fiction; I said, ‘we cannot be on that level yet,’” he recalled. “But it’s not science fiction. It’s real, and in many respects, it’s here.”

But not all people in business know that, or understand what it means, he went on, adding that three area businesses — Robert Charles, Del Padre Digital, and Tiger Web Designs, all in East Longmeadow — have come together to, as the name connotes, link businesses to VR.

“Most businesses have no real idea that this technology exists, or how to use it,” he noted, adding that this new venture was created specifically to do something about that.

And by link, Zemba means educating them about the technology and its practical applications, but also linking them (there’s that word again) with resources and potential partners. Like California-based BioflightVR, one of the leading-edge companies bringing VR to light — and to the boardroom.

Zemba told BusinessWest that the Western Mass. Business Expo, presented again by Comcast, represents an opportunity for Link to VR to bring its efforts to a new level and a new stage.

And they will make the most of that opportunity.

Indeed, in addition to the two ‘experience rooms’ at the MassMutual Center, Zemba and his partners have arranged for Rik Shorten, chief creative officer for BioflightVR, to deliver an educational seminar on the topic.

While Shorten, an Emmy winner for his work on CSI and a special-effects veteran who has been involved with a number of shows, will talk about the technology, he will put heavy emphasis on how businesses can harness it.

Going further, and as the title of his talk suggests, he will delve into how companies can conceptualize ways in which VR and AR can solve problems for them, and then how they can develop a pilot program for eventually putting the technology to use.

As they say in the entertainment business, these programs to take place at the Expo are certainly ‘must-see.’

For more information, peruse the guide in this issue and visit www.wmbexpo.com.

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

Cover Story

Getting Real

MGM Skyline and crane

Twenty-three months. That’s 100 weeks, and more than 700 days. Seems like a long time, and in most respects, it is. But not when you’re constructing a $950 million casino, recruiting, hiring, and training the 3,000 people who will operate and manage it, and building anticipation for all that the casino will bring. Mike Mathis, president of MGM Springfield, says his company will need to make all of the days between now and then count.

Mike Mathis says he and his family, transplants from Las Vegas — a city 2,700 miles, but really several worlds, away — have in most ways settled in here in Western Mass.

He said his children have made themselves and their bicycles at home on Longmeadow’s sidewalks, and are eagerly awaiting their first snow day — something they expected but never got to experience during the non-winter of 2015-16. And he is familiar enough with some of the area’s golf courses to talk about specific holes and their challenges. Meanwhile, he’s getting to know many players within the region’s business community, and has become involved with a few nonprofits.

He told BusinessWest that he’ll try to do as much of the above as possible over the next 12 to 14 months, because he knows (anecdotally and otherwise) that, once the calendar turns to 2018, there simply won’t be time for any of it.

By then, he will be neck-deep in the stretch run toward the opening of MGM Springfield, which he serves as president. He’s never opened a casino before (in this capacity, anyway), but he knows that the final nine months are an intense time devoted to details on a scale that most could not imagine.

“I’ll try to take advantage of all the great weather in Springfield over the next 12 months, because I suspect I won’t be able to play hooky or get out on the golf course very often starting in 2018,” he explained. “Nine months out, it starts to get pretty intense — make that very intense.”

The 14 or so months between now and then won’t feature large amounts of downtime, either, he noted quickly, adding that there is considerable work to do when it comes to building the casino itself, building the workforce that will operate it, building the MGM brand of entertainment, and building anticipation for this $950 million enterprise, which is expected to change the landscape in all sorts of ways.

I’ll try to take advantage of all the great weather in Springfield over the next 12 months, because I suspect I won’t be able to play hooky or get out on the golf course very often starting in 2018. Nine months out, it starts to get pretty intense — make that very intense.”

These various building projects comprised the subject matter for an in-depth interview with Mathis, the latest of several he has provided to BusinessWest since this project became reality more than two years ago.

Late last year, the conversation focused on a somewhat turbulent six months of admitted missteps (specifically when it came to communicating — or not — with Springfield officials and the public at large) about plans for the casino and changes to them, and moving on from those public-relations problems.

This year, with two huge cranes now piercing the sky in Springfield’s South End and a parking garage now becoming part of the skyline, the project is coming into focus both literally and figuratively.

But to hit the ground running in September 2018, the scheduled date for opening, hundreds of puzzle pieces need to come together effectively, said Mathis, who used the phrase ‘best practices’ early and often as he talked about the multi-faceted process of getting MGM ready for opening day and well beyond.

mathiswelcomeemploy16-launch-4-mmm

‘career launches’ to be staged by MGM

Above, Mike Mathis addresses those gathered at the first of several ‘career launches’ to be staged by MGM. Below, interested job seekers register at the event.

He deployed it with reference to everything from recruiting and hiring a workforce of 3,000 to investing in the Western Mass. community, to making the casino part of the community it’s located within.

It’s all part of what he called a template, one already being followed by another of the company’s properties, the $1.2 billion MGM National Harbor in Maryland.

That facility is set to open Dec. 8, and its website asks the question, “we’re almost ready. Are you?” It helps get people ready by hyping everything from career opportunities to upcoming shows (Bruno Mars will open the facility’s theater on Dec. 27); from rewards programs to the eclectic lineup of restaurants.

Such buttons will not be on the MGM Springfield website for maybe another 18 to 20 months, but the process of adding them will be an intriguing spectator sport unto itself.

For this issue, BusinessWest talked with Mathis about this template for opening a casino and what the region should expect as the calendar turns first to 2017 and then 2018.

Craning Their Necks

As he talked about those aforementioned best practices — or, more specifically, developments that might not be worthy of that descriptive phrase — Mathis referenced a long-established trend within the gaming industry and the hospitality industry in general.

That would be nametags that reveal not only an employee’s name, but where they’re from. Common in casinos and on cruise ships, these nametags and the information they provide often spark conversations and creates connections, he noted, adding that he believes that one mistake most facilities in Atlantic City have made is not having enough nametags with what would be considered ‘local’ cities and towns listed underneath the names.

“A lot of the employees come from outside of the city,” he said. “When you go to Atlantic City, you just don’t see ‘Atlantic City’ on the nametags very much. They’re working on it, but started behind the eight-ball, because there wasn’t that focus early on, and when you do that, the economic benefits don’t stay in the host community.”

That’s one mistake he’s intent on not replicating. “When we open MGM Springfield, we hope a third of workers have a nametag that says ‘Springfield, Mass.’ on it.”

But making that goal reality is an involved process, he explained, one that is already officially underway, a full two years before the casino is set to open its doors.

Indeed, one manifestation of that effort was the recent ‘career-launch’ session staged in one of the ballrooms at the MassMutual Center. As that name suggests, this program, the first of many to be conducted over the next several months, was crafted to inform attendees not so much about the various job opportunities to be created by the casino (although there was some of that), but instead about how to prepare oneself to be qualified for them.

Elaborating somewhat, the session introduced attendees — and there were more than 150 of them — to something called the ‘Skillsmart profile,’ something interested job seekers must build through an online portal. The profile tells them, in essence, what positions they’re already qualified for, if any, what skills they’ll need to be qualified for others, and, perhaps most importantly, how and where to attain those skills they’ll need.

As noted, the room was full of enthusiastic job and information seekers, and Mathis said MGM worked hard, and had some help from area workforce-related agencies and institutions, to make sure the seats and standing areas were fully occupied.

Construction crews are rapidly changing Springfield’s skyline

Construction crews are rapidly changing Springfield’s skyline in the South End, and will continue to do over the next 23 months.

Such efforts were necessary, he told BusinessWest, because too many people are still of the opinion that two years out is too early to start thinking about possible job and career opportunities. The reality is just the opposite, especially if specific training is needed, he went on, adding that, overall, the next 24 months will fly by very quickly.

And to be fully ready for opening day, MGM, the construction crews working in the South End, city officials, and job hopefuls themselves have to start with the September 2018 opening date, work backward, set hard deadlines for getting things done, and even anticipate that all will not go smoothly and build in some cushion — if and where that is even possible.

Indeed, while construction crews certainly benefited from the non-winter that deprived Mathis’s children of a cherished snow day or two, you won’t hear anyone even think of using the phrase ‘ahead of schedule,’ he noted, even if they might be tempted to do so, because much can change quickly. Moreso than in Las Vegas, for example, where high winds can pose a problem, but other than that, weather is not a factor and work continues all year.

“In New England, for us, it’s about the winters and managing to those construction milestones,” he said, referring to a set of deadlines that must be met to keep the project on track, schedule-wise. “And we’re in great shape going into this winter, because the groundwork is done, and now the garage is going up; it’s pre-cast concrete that comes from off-site, and it gets stood up and erected.

“And we’re now putting steel beams down for what we call the podium — the casino area leading to the hotel,” he went on. “Once the garage goes up, we’re all over the site, creating that first- and second-floor podium, and then, in the spring, you’ll start to see the hotel come up on Main Street.”

By the winter of 2017-18, the last one MGM will face, work will have moved indoors, he said. “So, knock on wood, we feel really good about the September 2018 opening, because of how we hit these winter milestones.”

Workforce in Progress

While the construction work is highly visible, especially to those occupying the high-rise office towers with southerly views, the work to build a workforce will be carried out mostly behind the scenes.

But like the construction efforts, the task of recruiting, hiring, and training a workforce faces stern deadlines, and the clock is certainly ticking, said Mathis, adding that, in many ways, staffing this casino will be much different than doing so in Las Vegas or other areas where there is a large hospitality workforce already in place, much of it with casino experience.

“There is no existing casino industry for us to pull from,” he said, adding quickly, however, that there are casinos outside the Hartford-Springfield area, and some individuals working at these venues may be drawn to Springfield by the MGM name and its reputation.

“We have such a great brand, and we don’t have a flag in the region,” he explained. “So I think there is a lot of pent-up excitement with some of the employees with our competitors, waiting for us to open and join the MGM family.

“How many Atlantic City dealers, Connecticut dealers, pit bosses, marketing analysts, and others will be interested in relocating? We don’t know the answer to that yet,” he went on. “But there’s going to be considerable interest, and we’re starting to get a lot of inquiries. Our job is to take some of those people, because you need experienced individuals, but also to remember our commitment, which is to provide opportunities locally, which is why we’re focused on early workforce development.”

Overall, this will be a competitive, detailed, and time-consuming process on many levels, he told BusinessWest, noting that roughly 3,000 jobs will be created, and, on average, at least seven people will be interviewed for each one.

Roughly one-tenth of the workforce, 300 or so jobs at the administration level, will obviously be filled by individuals with considerable casino-industry experience, Mathis noted, adding that most, if not all, of these employees will be moving into the area.

That will create a dynamic of its own, he went on, adding that these individuals and their families will need homes, schools, banks, doctors, country-club memberships, and much more.

“I’m excited by the prospect of a new crop of energetic, highly motivated, civic-minded professionals coming to the area — there will be a huge infusion of energy into the downtown,” he said, noting that many of these professionals will be Millennials, and therefore likely open to the idea of not only working in downtown Springfield, but living there as well.

As for the other 2,700 jobs, ones Mathis said individuals can be “trained into,” one-third of them will be targeted for Springfield residents, with another 55% destined for those living within a larger circle covering Western Mass. and Northern Conn., adding that, across the board, the company is seeking what it calls “best-in-class workers.”

A 200-foot crane

A 200-foot crane now pierces the sky in Springfield’s South End, foreshadowing a new era in the region’s history.

To fit that description, most candidates will require training, some form of certification, or both, he noted, while explaining, again, that those with designs on working for MGM should set those wheels in motion soon, as in now.

Which brings him back to the SkillSmart profile and career launches like the one earlier this month. They are the key, he said, to fulfilling MGM’s commitment to the region and maintaining the company’s high standards for its workforce.

“Our team’s obligation, and our commitment to the shareholders and to the city, is to open a successful facility with best-in-class workers,” Mathis explained. “That we’ll do — there’s no question in my mind we’ll do that.

“The question is, where will those workers come from?” he went on. “If we’re not able to be successful — I believe we will be, but if we’re not — when it comes to sourcing them locally, then more and more we’ll have to tap into those outside markets.”

The workforce will be built gradually, he went on, adding there will likely be at least 50 people drawing paychecks from MGM Springfield in 2017 (many of whom will be those aforementioned managers recruited from outside the area), with that number growing steadily over the first few months of 2018 and then accelerating markedly, especially with dealers in training, security personnel, culinary staff, and others, three to six months out.

Anticipation…

While MGM goes about building the casino complex and its workforce, it will also be building the brand and anticipation for it, said Mathis, adding, once again, that two years out certainly isn’t too early for those efforts, either.

Elaborating, he said the company will do what it can to keep its efforts in the public eye and generate excitement for what is to come. Examples include everything from press gatherings, such as the one staged when the huge, 205-foot construction crane was maneuvered onto the site and then assembled, to the video shown at the career launch, footage depicting a fast-paced, highly energetic environment that had many in the audience ‘oohing’ and ‘aahing.’

Mathis refers to these as opportunities to “wow people,” and there will be plenty of them in the weeks and months to come, such as when retail establishments are inked or restaurants (there will be 10 of them, according to the latest count) are announced.

Like building the complex and creating a workforce, this work to build a brand is also a process, one with its own timeline and milestones, he said. For now, the news is mostly about SkillSmart and career opportunities, as well as developments in construction, but over time, the focus will shift toward the MGM brand itself and what it will bring to the region.

With that, Mathis returned to the Grand Harbor project, its template, and the ‘teaser campaign’ now in what would be considered overdrive.

“This is imagery about what this project is going to mean in terms of entertainment,” he explained, referencing everything from the website to billboards to TV commercials. “Their themes are, ‘this is going to be monumental.’

“This is a teaser campaign with a few representative images of brands within the resort, some of the chefs, some of the people who are going to be working at the resort,” he went on. “Then, 30 days out, we’ll get a lot more specific about restaurant names and shows that are coming and different promotions that will surround the opening. We want to convey the message: ‘this is getting real, here’s a date, start getting excited about it.’”

The same template will be followed in Springfield, Mathis went on, adding that the specific strategy is much different when a property is roughly 700 days out as opposed to 30, 60, or even 90.

Construction of the casino complex

Construction of the casino complex is only part of the challenge facing MGM. The company is also building a workforce — and anticipation for the company’s brand of entertainment.

For now, MGM is content to provide updates, offer limited renderings of what’s being built (not everything the company is doing is ready for public — and the competition’s —consumption), and build anticipation.

And the excitement shouldn’t be limited to simply the casino, he went on, adding that it is simply one of many developments (CRRC’s rail-car manufacturing facility being another) that will bring hundreds of young professionals, additional vibrancy, and greater attention to Springfield and the surrounding region.

‘Catalytic’ was the word Mathis used to describe the impact and its overall influence, which he believes stretches to the decision to open a Mercedes dealership in Chicopee and the city’s recent ranking among the nation’s “most overlooked cities for business opportunities.”

“We’re getting national recognition for the kind of investment we’re making,” said Mathis, referring specifically to that ranking, but also more positive press for Greater Springfield in general. “All that talk about this project as economic development and having ancillary benefits to the surrounding areas … it’s happening; it’s working.”

Date with Destiny

Mathis noted that, once Springfield’s casino opens, it will be like a 7-Eleven, meaning it will always be open.

“There are no locks on the doors because there’s no locking the door,” he said, revealing something else that most in this region probably didn’t know about gaming establishments.

To get this $950 million 7-Eleven ready for prime time will be a huge undertaking, he went on, adding that, while 23 months seems like a long time — 100 weeks, two more baseball seasons (plus the end of this one), and nearly half of someone’s first term as president — it really isn’t.

Not when the assignment is to build a casino complex, build a workforce, and build excitement for the brand. To do all that, time is of the essence.

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

Features

From VR to IT to UAV

wmassbusinesslogo2016

Rik Shorten has an Emmy for Best Visual Effects sitting on his mantel.

It’s certainly a great conversation starter, he told BusinessWest, and, obviously, a serious point of pride. Mostly, though, he considers it a symbol, or mark, of excellence and accomplishment.

“Am I good at what I do? Yeah … I’m good at what I do — that’s what it means to me,” he said of the award he earned in 2010, before joking, “it’s better to have one than to not have one, let me put it that way.”

Shorten and the team he worked beside earned this hardware through their work on the hugely popular TV series CSI: Crime Scene Investigation. To be more specific, they created visually intense, computer-generated content for the program that enabled the viewer to get a unique, up-close look at some of the myriad ways someone can die.

“What happens when a bullet enters the body and macerates a liver? What does that look like to someone? How do you create a compelling visual to tell a medical narrative?” he asked while summarizing how his team answered those questions and, in so doing, created what he called “content with context.”

This is the same general theme that lies at the core of a new business venture he and several partners launched roughly 18 months ago. It’s called BioflightVR, and as that name suggests, it’s a venture created to help businesses and institutions make full and effective use of the emerging, and in many ways transformative, technologies known as virtual reality and augmented reality.

At present, much of the work and products being readied for the market are focused on the healthcare industry. They include everything from platforms that enable doctors-in-training to perform complex surgical procedures in a safe environment that replicates the operating room in every way, to another platform that allows a patient to get an inside look at his or her damaged shoulder, heart, knee, or kidney, and also at what the physician plans to do to repair it.

But the applications for VR and AR certainly extend to other industries, said Shorten during a phone call to his offices in California, adding that his talk at the Western Mass. Business Expo on Nov. 3 at the MassMutual Center is designed (like this article) to inform but also whet the appetite.

“I want to talk about the pain points in your business that this technology could potentially alleviate,” he said of the seminar, titled “Enterprise Virtual Reality: From Concept to Deployment.” “I want to get them warmed up to the idea of the technology, getting them thinking about it, and, if they have the desire, what are the first steps in putting a pilot project together.”

This seminar is only one part of an intense focus on VR at this year’s Expo. Indeed, visitors will get a unique and unforgettable opportunity to experience this technology hands-on (or goggles-on, to be more precise) at two demonstration rooms at the MassMutual Center.

These demonstrations will be led by Link to VR, a local company created with the purpose of helping companies learn about and benefit from the latest VR and related technologies (www.linktovr.com).

Those curious about Shorten’s talk need to be at the Show Floor Theater at the Expo at 12:45 p.m. Actually, they should probably arrive sooner to make sure they get a good seat.

And, in reality, they may want to get there soon after 9 and plan to spend the whole day there, because in addition to VR and AR, programming on the Show Floor Theater will introduce them to an array of different acronyms, words, and phrases that are shaping a new lexicon in business today.

These include ‘the cloud,’ ‘big data,’ PCI (personal credit-card information, specifically as it pertains to your computer system’s ability to keep it secure), and much, much more.

And the theater is only one of many quadrants on the show floor that will warrant the attention of those visiting the Expo. Indeed, the floor is massive, and there will be exhibiting businesses and programming in every corner and every row.

BusinessWest will break it all down in a comprehensive guide to the show that will appear in the Oct. 31 issue of the magazine. For now, here are some of the many highlights:

• Insight on Innovation: Let’s begin, well, at the beginning. That would be the Springfield Regional Chamber’s November breakfast, which has served as the traditional kick-off for the Expo. The keynote speaker will be Laura Masulis, currently serving as MassDevelopment’s transformative development fellow for the City of Homes. She’ll explain everything that goes into that role, what has been referred to by some as ‘Assignment: Springfield,’ and talk in-depth about the concept of innovation districts and ongoing efforts to develop one in the city.

• Exhibiting Businesses: After breakfast, around 9 a.m. or so, the ceremonial ribbon will be cut on the show floor. Attendees can then begin to visit exhibiting companies representing every sector of the local economy, including healthcare, education, financial services, technology, professional services, tourism, and more.

• A Survivor’s Story: The Boston Marathon bombing left Adrianne Haslet Davis scarred in many ways — she lost her left leg below the knee, for example. But it didn’t rob of her of her will, determination, and perseverance. And she would need all three. Indeed, she quickly rose to meet her daily challenges head-on with a unique perspective. Being a full-time professional ballroom dancer at the peak of her career, she had to learn an entirely new meaning of the word ‘patience.’ Haslet Davis will tell this story as the keynote speaker at the Expo lunch, to be staged by the Professional Women’s Chamber.

• Educational Seminars: From the outset, one of the missions driving Expo planners has been to ensure that visitors leave the MassMutual Center better informed, and therefore better able to grow their companies, than they were before they entered. And this year is no exception. Seminars will focus on three realms — Sales & Marketing, Business & Tech Trends, and the Multi-generational Workplace — and will cover a wide array of topics.

These include UAVs (yes, another acronym, this one short for unmanned aerial vehicles, or drones) and how to use them safely and legally, SEO (search-engine optimization), using video to market your company, developing and retaining talent, motivating Millennials, handling multiple generations in the workplace, big data, the cloud, and much more.

• The Workforce of Tomorrow: That’s the name given to a large space, or hub, on the show floor dedicated to the all-important issues of workforce development, closing the skills gap, and introducing young people to career opportunities, especially in the manufacturing and STEM fields. This hub will feature a number of the agencies dedicated to workforce development, seminars focused on workforce issues and challenges, presentations from area vocational and technical schools, and …

• Robots: Back by popular demand, robotics teams will be at the Expo to demonstrate their creations and help explain how robotics programs are inspiring interest in STEM careers. In a ‘battlefield’ within the Workforce of Tomorrow hub, teams will recreate the FIRST (For Inspiration and Recognition of Science and Technology) competition called FIRST STRONGHOLD. In this Game of Thrones-like contest, teams of robots are on a quest to breach their opponents’ fortifications, weaken their tower with boulders, and capture the opposing tower.

• A Focus on Entrepreneurship: In addition to all of the above, the Expo will put a special emphasis on the many efforts locally to inspire entrepreneurship and mentor startup companies.

To this end, the Expo will feature a program called “Where Are They Now?” It should be called “Where Are They Now, and How Did They Get Here?” but that would be too long a title. It would be an accurate title, though, because the program, led by BusinessWest Editor George O’Brien and Valley Venture Mentors co-founder and Chief Innovation Officer Paul Silva will feature a panel of VVM accelerator program participants. They will be asked about their efforts to grow their companies and take them to the next level, and the myriad challenges they’ve faced along the way.

Also, the Expo will feature more of the region’s startups in a pitch contest to be produced by SPARK Holyoke. Always a crowd favorite, the pitch competition gives teams a chance to hone their message and compete for prizes.

• Time to Socialize: The Expo will not be all acronyms, VR, fun, and games. There will be also be time to socialize. For starters, there will be an ice-cream social sponsored by MGM Springfield. And the day of activities will climax with the popular Expo Social, one of the best networking events of the year.

The Western Mass. Business Expo will again be presented by Comcast Business. Other sponsors include Express Employment Professionals, Health New England, the Isenberg School of Management at UMass Amherst, Johnson & Hill Staffing Services, MGM Springfield, Wild Apple Design, the Western Mass. Economic Development Council, Savage Arms, the Better Business Bureau, the Regional Employment Board of Hampden County, and Smith & Wesson. The event’s media partners are WMAS, WHMP, and Rock 102/Laser 99.3. Additional sponsorship opportunities are available.

Exhibitor spaces are also available; booth prices start at $725. For more information on sponsorships or booth purchase, call (413) 781-8600, ext. 100. For more Expo details as they emerge, visit www.wmbexpo.com.

Sections Travel and Tourism

The Fright Stuff

Brennan McKenna says Warner Farm aims to provide scares for all ages each October.

Brennan McKenna says Warner Farm aims to provide scares for all ages each October.

Haunted houses and other Halloween attractions are nothing new, but they’re enjoying somewhat of a renaissance in America today, generating, by one estimate, more than $1 billion in revenues annually. Some are kid-friendly, while others are extreme enough to issue guests a safe word in case they need an early exit. But they all feed off people’s natural attraction to an often-intense adrenaline rush that’s totally safe — even though it might not feel that way at the time.

 

Brennan McKenna started working at Warner Farm at age 14, manning the strawberry stand. He returned every summer during high school and college, and started helping out with the farm’s renowned, artistic corn mazes in 2004; that year’s design was George W. Bush and John Kerry.

He’s had other jobs since, but he takes pride in his current role — pressed for a title, he came up with ‘haunted events manager’ — at the Sunderland farm.

“I tell people, ‘my job this week is to figure out how to scare people in the most efficient way, using some piece of farm equipment.’”

He’s not kidding — one scene in the haunted cornfield depicts an executioner’s chamber, where one poor character (not real, fortunately) is being chopped apart by — well, McKenna isn’t sure what it is, except that it’s an old farm implement stamped with the year 1875.

Adjoining this walk-through attraction is Mike’s Maze, an annual corn-maze attraction first created by farm owner Mike Wissemann and an artist neighbor 16 years ago; the theme for this year’s maze is “See America,” a tribute to the National Park Service. That remains a draw throughout each fall for visitors who enjoy navigating it by day and, with flashlights in hand, by night.

The neighboring haunted maze is a more recent addition, first developed three years ago. The farm has since added Zombie Night Patrol, where guests ride a wagon through a creepy village and shoot mounted paintball guns at the zombies who charge the vehicle.

“That’s a thrill,” McKenna said as he gave BusinessWest a tour of the village — like the haunted maze, silent during the day but ready to spring to life (or at least some undead state) thanks to a gaggle of paid actors in costumes and makeup. “Kids can do this and not get overly scared. The haunted corn maze is much scarier because walking through corn thinking someone’s going to pop out is inherently scary.”


See: Area Tourist Attractions


The Halloween attractions at Warner’s, collectively called Mike’s at Night, have been a boon for the farm, which aims for a complete family experience, complete with concessions, live music, and a children’s play area with slides, a jump pad, and pedal cars.

It’s also an example of how Americans have increasingly embraced the fun and pageantry of Halloween in recent years, evidenced by a proliferation of haunted houses and other spooky attractions.

Jeremie LaPointe and David Spear recognized that trend when they launched DementedFX in Easthampton two years ago. The haunted house they created drew 19,000 visitors over two seasons, and now they’re aiming higher with a new, much larger space on Main Street in Holyoke, with more room for the walk-through and an indoor bar area, serving beer and wine, that wasn’t possible before. But it wasn’t simply the need for more space that brought them to the Paper City.

“We went into this business venture thinking we wanted to get as close to the Five College area as possible,” LaPointe said. “We thought this was our demographic, but we came to find out, it really wasn’t.”

David Spear, left, and Jeremie LaPointe

David Spear, left, and Jeremie LaPointe say they don’t forbid kids from entering DemetedFX, but the intense scares are geared for adults.

The reasons aren’t totally clear, but he suggests a lack of money — today’s high-school and college students are struggling with a very difficult market for the kinds of jobs people their age used to have — may be a factor. Whatever the reason, the post-college crowd dominated the queue in Easthampton, with more sales to 36- to 50-year-olds than to the 14-to-18 crowd.

As a result, the revamped DementedFX is geared more toward adults, with some strong language, violent scenes, and ‘anatomically correct’ props, though nothing that could be considered sexual content. Children aren’t turned away, but their parents are warned, and refunds aren’t given if they decide to cut short their trip (which runs about 18 minutes, on average) by using a safe word.

“We don’t want to pander to the kids because we realized they’re not our demo,” LaPointe said. “My son’s 9, and I wouldn’t let him come here. But I’m not going to parent for people. We had a group of 5-year-olds go through with their parents the other day — and we’ve also had grown men cry.

“A lot of it has to do with your own level of anxiety, what your own fears are,” he went on. “We try to hit a lot of those fears. We use smells, which a lot of people find unpleasant. We use temperature changes, claustrophobia, light sensitivity — and it’s really loud. By the time you’re done, your anxiety level is high, so when you finally finish, it’s a moment of celebration, which is fun to watch.”

In other words, he said, getting scared is fun. Increasingly, people seem to agree.

Catching Fire

The Haunted House Assoc., an industry group, draws a distinction between Halloween attractions (hayrides, corn mazes, pumpkin patches) and haunted houses, but reports that, together, these destinations bring in more than $1 billion in revenue per year — and help keep many family farms afloat.

McCray’s Farm in South Hadley offers both types of attractions, thanks to Dan Augusto, a man who, a quarter-century ago, turned a love of Halloween and a collection of holiday-themed props into one of the region’s true seasonal success stories.

Seeking a place to display his collection, Augusto approached farm owner Don McCray, who was intrigued with the concept — originally, a simple hay-wagon ride out to the fields, into a heavily wooded area, where about 15 scary scenes were laid out, populated with both props and actors. “We probably had 30 volunteers — friends and friends of friends,” Augusto said.

There was only one problem — what was then a very limited parking area. “I told Don, ‘we need more parking; we’ll have vehicles up and down Alvord Street.’ He laughed and said, ‘settle down, city slicker.’ By the third weekend, I hopped off the wagon, and he came over and hugged me, smiling, saying, ‘Dan, I don’t know where we’re going to put these cars. You were right.’ But, at the time, it was a good problem to have.”

The second year, Augusto was paying the actors, and the event became more of a real business, with a payroll and workers’ compensation and liability insurance. Animatronic displays were added as well, and the path expanded as well to include more displays. “Every year, we said, ‘let’s try to put more and more into this space.’”

In the late 1990s, Augusto converted a large carport into the property’s first haunted walkthrough, which in recent years has become known as Massacre Manor, a full-blown haunted house, filled with animatronics and actors. This year, he added a second walk-through attraction, cheekily called DON — in reference to Don McCray, and also an acronym for Diagnostics Operation Nexus. “It’s a genetic research facility that’s had…” — here he paused for effect — “…some issues.”

DON is important in the evolution of what collectively has become known as Fear on the Farm, he explained, because now there’s truly something for everyone. The hayride aims to scare, but there’s security to be found in a big group aboard the wagon (and for those too young even for that, the farm offers milder daytime attractions for children). Massacre Manor increases the fright with a more close-up experience, and DON, aimed squarely at an adult audience, ramps up the intensity even higher.

Even the hayride is customizable depending on the crowd, and the actors will occasionally, and discreetly, break character to comfort a child or, better yet, give him a glowstick and tell him lighting it is the only way to keep the monsters at bay and save his parents — essentially, giving a sense of control back to a kid who might otherwise feel overwhelmed. Older riders don’t get the same treatment; the actors delight in targeting obviously frightened adults.

“I’ve seen some attractions where, if they see a kid crying and screaming, the actors will attack that poor kid,” Augusto said. “There’s nothing creative there; you’re terrorizing a little kid. We try to entertain that kid by going after his parents and the other people on the wagon.”

Rising Terror

As Halloween attractions have gained a greater following across the country in recent years, a strain of extreme terror experiences have popped up as well, like the popular Blackout haunted houses in New York and California, where guests are handled — often roughly, sometimes with a sexual connotation — and subjected to actual abuse. (One year, Blackout actually waterboarded people.)

Others have taken the concept further. Blackout requires a liability waiver, but also issues a safe word for those who want out immediately (and many do). San Diego’s McKamey Manor offers no safe word — and is known to last several hours, inflicting, by some accounts, real trauma on people who begged to be set free.

Dan Augusto

Dan Augusto, creator of the Fear on the Farm attractions at McCray’s, says he has long loved Halloween, a time when anyone can be anything they want.

The traditional haunted-house industry frowns on this trend, Augusto said. “It’s not creative. We might have a prop brush your leg, and your imagination runs with it. But physical touch is something I’m not interested in doing.”

LaPointe agrees, noting that DementedFX also has a no-touching policy.

“I want to classically scare you without physically touching you. It’s a lot harder. If I wanted to scare the s— out of you, I’d bind you up, take you to the basement, and throw you in a hole. That’s not what we’re trying to do here. We’re trying to get a clean scare out of you without going down that road.”

Augusto is also appalled that clowns have become associated with terror of the not-so-fun kind, thanks to myriad sightings in recent weeks that have law enforcement on edge. “One of the guys in the industry said it best: ‘if you want to dress up and scare people, come see us, and we’ll give you a job, rather than risk getting shot or arrested.’”

To maintain safety inside DementedFX, cameras are positioned in every area, constantly monitoring and recording. But there’s a second rationale behind those cameras.

“It deters people from doing malicious things, but we also watch the scares. We see if they’re successful or not. And if they’re not successful, we’ll demo out the whole thing and change it all. Using this scare knowledge, it keeps getting better and better,” said LaPointe, adding that he and Spear plan on adding another 2,000 square feet of currently unused space to the walk-through next year. “I never want to get stagnant. I’m not going to change everything out, but I want to continuously grow, bigger and better.”

Spear recalled the ‘spider house’ from DementedFX’s first year in Easthampton, a room that featured a mechanized spider that came shooting across a table. “The concept was incredible — it looked real — but it didn’t scare a lot of people,” he said. “So we got rid of it and changed the whole room over. That’s why we have the cameras, to see if people are getting bang for their buck. If we don’t like what we see, we change it. That kind of sets us apart. We’re not going to throw something together and just be happy with it. We always want to improve and be better.”

LaPointe, who noted that he and Spear conceptualize and build many of the props and animatronics (others are purchased), said they’re not making money off the undertaking — all revenues, after paying the actors, security, and other staff, are reinvested into the attraction — but they expect to be profitable within a few years. Meanwhile, they hope this year, with the big move complete, will allow them a little more family time away from what is, essentially, a year-round enterprise on top of their day jobs. “I can’t tell you how many soccer games, dance classes, dinners, Saturday and Sunday nights we missed because we were here.”

McKenna said improving Mike’s at Night each year is his goal as well, and he attends the TransWorld Halloween & Attractions Show, an annual trade event, to learn about trends and gather ideas. He also encourages changes mid-season if something isn’t providing the necessary scare. “We trust our actors to improvise and adapt to different groups. If something doesn’t work, change it and try to make it scarier.”

October Surprises

LaPointe and Spear make no bones about their goal to scare every guest, and they don’t tone it down for kids — they simply discourage them from coming. “I’ve seen kids leaving, and they’re just traumatized, and I feel bad for them,” Spear said. “But we ask them up front, ‘do you really want to do this?’”

For most guests, though, scary equals fun. Traditionally, about 1.5% of DementedFX ticket buyers opt for the safe word and an early exit — the percentage is running a touch higher this year — but most crave the adrenaline rush of facing their fears, making it all the way through, and exiting into the chill October air with smiles and shouts of relief.

“People don’t come to haunted houses looking for problems,” LaPointe said. “They’re here to have a good time.”

Augusto has also spent a lifetime embracing the fun of the season. He grew up poor in Holyoke, he said, but it never mattered on Halloween, the one day anyone could be anything they wanted for a few hours. That love of the holiday stayed with him into adulthood, when he wanted to give people a richer experience than the haunted houses that proliferated in the 1970s, “just black walls and no fire safety and cheap rubber masks. But it was still fun to do.”

Many of the actors have worked at McCray’s each October for the past 15 to 20 years, and have become a sort of family — and appreciate being able to provide an experience and memories that will stick with the families who dare to be scared.

“Every year, we lose more and more Americana,” Augusto said, adding that he hopes haunted houses and hayrides don’t go the way of the drive-in theater. He is encouraged, though. “Halloween, every year, is gaining on Christmas. Christmas is still the biggest money-generating holiday, but Halloween is right there. You see more houses decorated than ever before. America’s embracing it.”

McKenna agreed, adding that families regularly drop $30 or more on movies and popcorn, and welcome something a little different.

“Here, it’s real; it’s in person,” he said. “I think it’s the nature of the human psyche — they want the thrill, and knowing it’s a thrill that’s safe.”

Well, except for that poor guy caught in the antique farm implement. He didn’t look particularly thrilled. Or safe. Sweet dreams.

Joseph Bednar can be reached at [email protected]

Insurance Sections

Mitigating Risk

Robert Wilcox

Robert Wilcox says the Team Concept program within Wilcox Insurance Agency has proved beneficial to clients.

While acknowledging that all insurance agencies strive for solid customer service, Robert Wilcox, the fourth-generation owner of the family business that bears his name, says he takes such efforts seriously, whether it’s monitoring how claims are handled, closely assessing risk to determine what clients need (or don’t need), or even running out to house fires at night. The goal, he said, is to use his experience to help others — and, in doing so, to help his agency stand out in a crowded field.

The call came at midnight.

Robert Wilcox was in bed, but when he heard the Westfield Fire Department was battling a blaze in a client’s multi-family house, he got up, went directly to the scene, and worked with the Red Cross to find a hotel to house the displaced tenants and answer all of their questions.

“I wanted to be right there; when a tragedy occurs, it’s part of my job to help people find some sort of peace of mind and comfort, reassure them that everything will be OK,” said the fourth-generation owner of Wilcox Insurance in Westfield and Agawam, adding that a second major fire had occurred a few days earlier, and he also went directly to that home.

In another instance, Wilcox went to battle for a client when an insurance claim was denied in a highly unusual situation. He told BusinessWest a tenant had died on the second floor of a two-story building, and there was more than $30,000 of damage as blood and body fluids had ruined the floors and carpeting and the stench permeated the unit.

“The insurance carrier tried to deny the claim on a pollution exclusion in the policy,” Wilcox said. “But I argued that it wasn’t pollution and got them to pay the claim.”

He cited a number of other situations when he went to bat for clients and won, including times when auto insurers didn’t want to pay for expensive parts needed to repair a vehicle.

“My goal is to do the right thing. Fighting for a client can involve a lot of frustration, but it’s worth it when I can hand them a check that relieves their anxiety,” Wilcox continued.

The father of six children aged 5 to 17 is very active in both the community and the insurance industry, and when the interview began, he immediately acknowledged that all insurance companies work hard to provide excellent customer service.


See: Insurance Agencies in the region


But rather than focusing on competitors or what the market is doing, Wilcox takes a different approach to business by focusing on how things are handled within his own agency, which ranges from monitoring phone calls and how claims are handled to alerting customers when changes need to be made to their policies or things such as accident forgiveness come into play, to closely assessing risk for new commercial clients by taking the time to understand exactly what they do and their ensuing exposure to risk.

“The ultimate purpose in life is to use your experience to help others. It’s all about being helpful, which is my goal,” Wilcox said.

For this issue and its focus on insurance, BusinessWest looks at the history of this family-owned company and the creative measures that have been instituted to ensure the agency continues to thrive in a time when polices sold via the Internet, or through TV ads generated by direct writers such as Allstate and Nationwide, have made competition especially fierce.

Storied History

Wilcox’s great grandfather, the late Raymond Wilcox, was a tobacco farmer before he founded Westfield Mutual Insurance Agency Inc.

The reason for his career change was devastation: his farm was hit by two hailstorms, and although he recovered from the first one, the second one marked the end of his business.

“At that point, he began knocking on doors and selling insurance,” Robert said, adding that Raymond opened his own insurance firm on Sept. 1, 1923.

In 1937, he was joined by his son, Malcolm Wilcox, and during the ’40s and ’50s, the agency underwent remarkable growth.

“My father, Scott Wilcox, came on board in 1962, and when I started in 1990, my grandfather was still working,” Robert recalled, adding that, when his dad retired in 2012, he bought the business from him.

His own entry into the firm came when he was a college student. He was living independently, and when he found he was $40 short of meeting his expenses each month, he called his father to ask for help and was told to show up at the agency on Monday morning.

Wilcox said he began working part-time, and has been at the agency ever since. He literally started at the bottom, sweeping the basement, and continued his college career while he worked, eventually earning an associate’s degree in business studies from Holyoke Community College and a bachelor’s degree in finance from Westfield State College.

Wilcox earned his license to sell insurance in 1993, and as his love for the business grew, he became active in the industry. Today, his history of service includes stints as president of the Independent Insurance Agents of Hampden County and the Massachusetts/Rhode Island User Group of Applied Systems.

In 1997, Wilcox and his father purchased Pomeroy Insurance Agency and Clem Insurance Agency, followed by Palczynski Insurance Agency in 2000. All three of these businesses were in Westfield, and in 2002, the name of the agency was changed to reflect how most of clients referred to the them, as well as the fact that they wrote so much business outside of Westfield.

“We didn’t want our image to limit our reach to Westfield only,” Robert said. “It also fit our goal to acquire other agencies outside of Westfield.”

Members of the Team Concept

Members of the Team Concept program get together each month and go over practices that need to be continued and others that can be improved in order to provide the best service possible to customers.

In 2005 he built a new office for the company at its present location on Broad Street. The following year he acquired Foley Insurance Agency in Feeding Hills, and four years later he built a new office in Agawam to provide service for his agency’s new customers.

“My focus is on growth through acquisition, and I hope to be able to acquire additional agencies,” he told BusinessWest, adding that he has great respect for the companies he’s purchased.

The cornerstone of his own success is based on applying knowledge gleaned from personal experience and certifications to make sure each client has the coverage they need to fit their individual situations.

To that end, Wilcox and his employees inform current clients about any changes they may need to make to their policies, and spend an unusual amount of time working to determine exactly what each new client needs, which is especially important for commercial accounts due to their differing operations.

“You need to understand everything a business does, in addition to conducting a survey of their equipment and property,” Wilcox said, adding that he is a certified insurance counselor and licensed insurance advisor, and although few people in Western Mass. hold that designation, he chose to pursue it to increase his knowledge of risk assessment.

To that end, he learns all he can about a business and how it operates to make sure policies don’t contain exclusions that could prove costly. For example, a business that cleans carpets on site and offers storage needs accident coverage that doesn’t exclude the property of others.

The goal is to serve the client in the best way possible, and in some cases a close investigation can result in lower premiums. For example, Wilcox gained a client after talking to him about the 20-plus buildings he owned that contained 127 residential units.

“He had been told that he had to carry insurance on all of the buildings and wanted to know if he could self-insure the structures he owned outright,” Wilcox said, explaining that, although he needed liability insurance for every rental property, he did not need to insure buildings without a mortgage.

Since the prospect wasn’t concerned about losing buildings he owned to fire or other catastrophic events, he was able to save thousands in premiums.

“We are not a hard-sell agency; our approach is to build relationships and protect assets by understanding the client’s exposures and tailoring coverage to meet those needs,” he explained.

Innovative Change

Eighteen months ago, Wilcox devised a pilot program based on leadership that he designed to increase responsibility, determine practices that work well and should be continued, and examine instances where change could result in better customer service.

The program is called the Wilcox Service Team Concept, and four key account managers take turns acting as the team leader through a monthly rotation process. There are guidelines that promote objectivity and prevent judgment from occurring as they review situations that occurred during the month.

“It’s easy for employees in a small office to focus on what others are doing instead of looking at their own work,” he explained. “But our team works together for the betterment of clients.

“We focus on excellence; everything that is discussed is considered a teaching moment and is brought up from the position of being helpful,” he went on, adding that he wants his team to continuously think of innovative ways to serve clients and stay relevant in today’s business world.

Wilcox doesn’t attend most meetings; he considers himself a leader but trusts his employees and wants them to become leaders themselves.

Account Manager Lisa Fox finds Team Concept beneficial, and enjoys the fact that account managers do all they can to help one another, which she finds significant, as she never received any help when she worked in the claims department of two large, multiline carriers before coming to Wilcox.

“We’re comfortable bouncing ideas off one another and asking each other for help; we all have our own strengths, and Team Concept has really given us a chance to see what has worked well and where we can do better,” she told BusinessWest, adding that sharing information is educational for everyone.

For example, a client recently wanted to get a homemade trailer registered. It was never a problem in the past; the Registry of Motor Vehicles had complied with similar requests after they saw store receipts listing parts purchased to create the trailer. But in this instance, the client used parts that he already owned, which included a chassis with a serial number that the Wilcox agent found had to be traced.

Fox said sharing information about how to handle similar requests in the future prove educational to everyone concerned. “The team approach really brings things to light and has benefittd the agency.”

Marylinda Kruzel agrees. “I have never worked for a place that had anything like the Team Concept,” said the commercial lines account manager. “It took time to structure our thinking and keep to the facts without judgment during meetings, but it has resulted in open communication throughout the month as we aim to provide unified service to clients. We strive to handle every scenario in a way that is best for the client.”

Mary Russell added that Team Concept has led the agents to trust each other’s knowledge and abilities. “We always focus on the positive and how we can help the client,” she noted, citing an instance where it was pointed out that the time a client spent at the agency might have been shorter if the application process had been completed during a phone interview.

Such changes can be accomplished in a matter of minutes, but Wilcox is happy with the outcome. “The team members are thinking on an entirely different level than they were when they were just doing the job in front of them,” he noted.

Legacy of Service

Wilcox describes his 26 years in the insurance industry as a “very rich experience” and is grateful for what he has learned from his customers, knowledge gained from acquiring other companies and during the building process, and the relationships he has formed on the job and in the community, as service has been a long-standing family tradition.

He was a member of the Rotary Club of Westfield from 1995 to 2009 and served several terms on its board of directors, and is treasurer for Sarah Gillette Services for the Elderly and a trustee to Noble Visiting Nurse and Hospice Services.

“All of this experience has led the company to where we are today; we are not here to sell people policies, but to share our experiences with others and be helpful,” he explained. “No one knows where a business will end up, but I believe independent insurance agencies will continue operating in the future, and I want to make sure I am one of them.”

Which seems likely as the team works with Wilcox to perpetuate a legacy that began almost 100 years ago when his great-grandfather set out to help others after suffering his own devastating loss.

“No one plans on having anything bad happen,”Wilcox said, “but if it does, we want to make sure they have the right coverage.”

Holiday Party Planner Sections

The ‘Wow’ Factor

hallroof

Just over a year ago, the Starting Gate, the banquet component of the GreatHorse golf and lifestyle club, was merely studs on a foundation. But weddings were already being booked for the facility, said GreatHorse General Manager Bryan Smithwick, because those who saw what was done with the course and clubhouse understood that the same attention to detail would prevail in the banquet hall. And the view from the top of the mountain didn’t hurt, either.

As he talked about the Starting Gate, the banquet-facility component of GreatHorse, the exclusive golf and lifestyle club in Hampden opened in 2015, Bryan Smithwick drew a straight line to Disney.

Well … maybe it wasn’t a straight line, but he nonetheless got his point across.

“Disney World is out in the middle of a swamp, the middle of nowhere; yes, there are 10,000 interstates that lead there, but it’s still the middle of nowhere,” he explained, referring to the Orlando area that the entertainment giant chose for its massive developments a half-century ago. “But it’s a destination, a place people want to come to, and then come back to.”

And it is, or will be, like that with the Starting Gate, he predicts, acknowledging that this analogy is far from perfect, but for the purposes of this discussion, it works.

GreatHorse and its banquet facility are, indeed, off the beaten path. The road in front of the picturesque club has two lanes with a solid yellow line in the middle, and if you’re starting from virtually anywhere but Hampden, Wilbraham, East Longmeadow, or Somers, Conn., it takes a while to get to that road.

But when you get there…

This is where that Disney analogy comes in, said Smithwick, Greathorse’s general manager, adding that this facility is well worth the trouble of getting to. It starts with the view from the top of the hill and then out the windows of the Starting Gate, he told BusinessWest, and it continues with the hall itself, its large decks with retractable roofs and side panels, the on-site wedding garden, the extremely spacious bridal suite, the food, a ‘Cadillac golf cart’ to help get the bridal couple around, and … on he went.

As did Cathy Stephens, director of catering sales for GreatHorse, who, like Smithwick, said a number of constituencies are discovering this unique facility. They include engaged couples, meeting and event planners, business owners looking for a site for a retreat, holiday party schedulers, and more.


See: Banquet Facilities in Western Mass.


Opened just before the holidays last year, the facility started attracting clients when it was little more than studs on a foundation, said Smithwick. And the course and clubhouse then surrounding the building under construction — not to mention those stunning views (it was early fall by then) — were big reasons why.

“After having the opportunity to see the clubhouse, people felt confident that the same quality would be distilled into the Starting Gate,” he explained, adding that couples were putting non-refundable deposits down for weddings months before the structure was ready for occupancy.

The Starting Gate would go on to book nearly 30 weddings for 2016, a solid start, according to its managers, with 22 already on the books for next year, a few for 2018, and even one for 2019. But while weddings will be a major focus for this business, the Starting Gate is looking to host a wide range of events.

They include holiday parties — many are already booked for this December — as well as corporate outings, business meetings (the East of the River Chamber has already staged a lunch there, for example), and more.

Cathy Stephens and Bryan Smithwick

Cathy Stephens and Bryan Smithwick say the Starting Gate is off to a fast start in the region’s highly competitive market for banquets and weddings.

And while the facility boasts one-stop shopping as one of its assets, especially for weddings, as we’ll see later, management plans to complement this by marketing the Starting Gate in conjunction with nearby Sonny’s Place (in Somers), another venture owned by the Antonacci family, said Smithwick.

Sonny’s Place, a family entertainment center featuring everything from go-carts to ziplines to miniature golf (an elaborate laser-tag park is next), could serve as the site of team-building exercises, for example, with the Starting Gate as home for corporate meetings and dinner. Likewise, Sonny’s Place could host a wedding rehearsal dinner while the Starting Gate could be the site for both the ceremony and reception.

Such possibilities have already played themselves out, said Stephens, and more are expected in the future as couples, families, companies, and nonprofit agencies discover this remote gem.

For this issue and its focus on holiday party planning, BusinessWest takes an in-depth look at the Starting Gate, inside and out, because that’s what’s necessary to grasp the proverbial big picture.

Optimistic View

As they offered BusinessWest a tour of the Starting Gate facilities, Smithwick and Stephens, who have done this countless times already, started in the bridal suite.

But most don’t recognize it as such, Stephens noted, because of its large size and amenities.

“A bride could literally spend her whole wedding day here, right up until it’s time to march down the aisle,” she said while gesturing with her hands, adding that some already have done just that. “It offers the bride her own space for the day.”

The bridal suite is the first opportunity for those taking the tour to say ‘wow,’ said Smithwick, adding that there are many others as the visit continues.

The wedding garden at the Starting Gate

The wedding garden at the Starting Gate, complete with stunning views, has already hosted a number of ceremonies.

They include the views from the aforementioned decks, which can be covered during the day and then opened at night to allow views of the stars; the wedding garden, which looks out on the scenery below; the grounds themselves; and the banquet hall (described by Smithwick as a “Colorado-resort-style venue”), which can seat close to 300 for a wedding and can be configured in a number of ways.

Eliciting ‘wows,’ not just during tours, but especially during the events themselves, is what the Antonacci family had in mind when it invested more than $45 million in what is now a Hampden landmark, said Smithwick.

Indeed, while much of the initial focus in the spring of 2015 was on the golf course — a stunning transformation of the former Hampden County Club track into one of the elite layouts in the Northeast — and the massive stone clubhouse, banquets and events were always intended to be a big part of this business, he explained.

Elaborating, he said while the club itself is very private — there’s a huge gate at the entrance at the foot of the hill — the banquet facilities are open to the public. Which means those attending events are treated to the same views — and most of the same amenities — as members.

This is how the Starting Gate is marketing itself, said Stephens, noting that these efforts have become quite aggressive through exposure in everything from regional and national wedding publications (and there are many of those) to media outlets in this region and well outside it, with a heavy focus on Boston, Hartford, and New Haven.

“We sell it for its view, the fact that it’s a gated, exclusive facility, it’s uniqueness, our innovative event planning, and our food,” said Stephens, noting that such efforts are already generating results, with couples from the Boston area, for example, booking weddings there.

But perhaps the best marketing tools available to the Starting Gate are word-of-mouth referrals and first-hand experience, she noted, adding that a good number of inquiries about the facilities have come from those who ventured past that aforementioned gate for an event a month, a week, or even the day before they picked up the phone or ventured onto the facility’s website.

While the views and specific amenities elicit the lion’s share of ‘wows,’ Smithwick and Stephens said the ultimate goal is to evoke them through the service and the experience, and the Starting Gate is earning those as well.

That one-stop nature of the facilities mentioned earlier is part of this equation, said Smithwick, noting the wedding garden has become a very popular site for ceremonies themselves — he estimates that 70% of the couples have chosento be married in the garden — leaving wedding-party members to walk only a few yards to get to the reception.

“You don’t have to get married off site and then get all your guests over to the venue, losing time in the process,” he explained. “You can literally do a 20-minute ceremony or a one-hour ceremony and then step 30 feet to the facility where you’ll be enjoying the rest of your evening.”

drive up the mountain to the Starting GateBut beyond convenience and those often-mentioned views, there is a focus on creativity and attention to details that has certainly helped the Starting Gate become a player in a strong field of competitors locally, said Smithwick.

“The ability to help a client envision what we can create for them is something we’re very talented at,” he explained, citing, as one example, a client who wanted to do a s’more station for a bar mitzvah.

“Obviously, we can’t build a fire out on the deck here,” he explained. “So we got creative and built a custom s’more station, a long table with a fairly skinny wooden box. At the bottom of that box we laid down bricks, and put sternos on top of the bricks. So the kids were able to enjoy this s’more experience without potentially burning the building down.”

There have been other examples of such creativity, he told BusinessWest, adding that the overall goal is to create events that are unique and memorable.

And when it comes to today’s young people and their weddings, this is a must.

“What people wanted 10 to 15 years ago from a wedding was something very much traditional,” Smithwick said, acknowledging that he was generalizing and didn’t want to do so too much. “When you look at the modern couple, the Millennial couple, which we’re dealing with a lot, they want something completely different.

“They don’t want to be just another number, and they don’t want to just have a filet being served on the table to their guests,” he went on. “They want us to create a robust experience for their guests to enjoy, and we’re able to do that. This isn’t a venue that you’re going to come to and have your traditional event.”

Stealing the Scene

Summing up what GreatHorse and the Starting Gate will offer those who choose it for an event, Smithwick summoned a word put to heavy use by those in this particular field — an experience.

To describe it, he relayed both his perceptions of a visitor’s thoughts and some of his own observations.

“It’s a magical arrival — you get to the gate, and you begin climbing, gaining altitude, and you end up on top of the side of this mountain,” he said. “You can see it all in the expressions of the wedding guests; as they make their way down from the parking lot, they stop at the first set of stairs, pause for a moment, and look out over the venue.

“This is not your typical wedding venue,” he went on, adding that this magic, as he called it, should help the Starting Gate make tracks in a highly competitive banquet field locally — and perhaps even draw some comparisons, from a business perspective anyway, to another company that uses that word in its marketing.

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

Autos Sections

Waiting to Leave

Carla Cosenzi

Carla Cosenzi says her newest dealership was designed to give the customer a positive experience and not waste their time.

There’s no one way to design an auto dealership, but increasingly — driven by both manufacturer requirements and an ever-more-demanding clientele — newer stores boast a number of specific features, from spacious, drive-in service departments to comfortable, well-stocked lounges; from energy-efficient touches to an emphasis on openness and transparency in the showroom. At a time of fierce competition for business, dealers say these elements are necessary to attract buyers — and keep them coming back.

Gary Rome summed up the experience of most of his customers succinctly and bluntly.

“When people are waiting for a car, they’re waiting to leave,” said the president of Gary Rome Hyundai. And that goes for both people in the market for a vehicle purchase and those bringing their rides in for service — in either case, no one wants to spend any more time at a car dealership than they have to.

On the other hand, sometimes it takes a while to, well, leave. Which is why so many aspects of his new facility on Whiting Farms Road in Holyoke, which opened last month, are designed to keep customers occupied and … let’s just say in less of a hurry to go home.

“One of the most important things to customers is time,” Rome told BusinessWest. “If you value their time and make it easy to purchase a car or have their car serviced, you’ll get loyal, repeat customers. So I want to make the process as enjoyable as possible by offering all the amenities I think are reasonable for our customers.”

Gary Rome car dealer

Gary Rome says energy-efficient touches throughout his new dealership are aimed squarely at reducing his carbon footprint.

To that end, the customer lounges — there’s one for watching TV, another for quietly doing business, and a play area for kids — border a coffee bar with free coffee, fruit, and muffins, as well as vending machines loaded with healthy snacks. Beside the TV is a screen detailing the status of every repair job currently underway, and the lounges overlook the service department so people can watch their cars being worked on.

Northampton Volkswagen and Country Hyundai, two neighboring stores in TommyCar Auto Group, opened their doors in 2014 with a similar focus on the customer experience. People bringing their cars in for service are met with high-speed doors followed by a porter who shows the way to a waiting room decked out with a TV, wi-fi, business workstations, smartphone jacks, free drinks and snacks, and even complimentary bicycles outside in case customers would rather take to the nearby bike trails instead of waiting indoors.

“We designed everything for the comfort and convenience of the customer,” said Carla Cosenzi, president of TommyCar. “We’re doing everything with the customer in mind.”

To that end, the facility has improved the employee experience as well, incorporating air conditioning, high ceilings, large windows, and LED lights in the service department — a far cry from the hot, cramped workspaces of old. Productivity has soared under those conditions, she said, which means, yes, less waiting for customers.

“They’re set up for efficiency, so they can be more productive and make the best use of customers’ time while they’re here. That’s where the majority of our focus was while building this.”


See: Area Auto Dealers in Western Mass.


Damon Cartelli agreed that efficiency, as it impacts the customer experience, is paramount — and a major design trend in the auto industry. His company, Fathers & Sons, opens its new, connected Audi and Volkswagen dealerships this week on Memorial Avenue in West Springfield, which boast the same type of high-speed doors — which trap air inside, keeping the space cool during warm days and warm during cold ones — that Cozensi spoke of. The driver then parks, gets out of the car, and walks directly into the shop, where a lounge with a TV area and workstations awaits.

“That’s now standard across the industry,” said Cartelli, the company’s president. “New dealerships have an area that’s comfortable and quiet so you’re able to work or sit in a lounge and have coffee and watch TV.”

While comfortable lounges and drive-in service bays may be among the more obvious hallmarks of the modern auto dealership, other trends — from a focus on transparency in the sales area to environmentally friendly features — are surging as well. For this issue’s focus on auto sales, BusinessWest explores three dealerships, two of them brand new, to talk about what dealers are doing to move customers out quickly — and get them to return, time and again.

No Secrets

Cartelli noted that many features of a new dealership — particularly Volkswagen, which demands uniformity in new dealerships with their nameplate — are blueprinted by the manufacturer, and many of the touches, including the high-speed doors, the finished service driveway (as opposed to a concrete look), the high-tech customer lounges, and display areas where customers can buy clothing, branded items, and vehicle accessories are required elements.

Damon Cartelli car dealer

Damon Cartelli says the prominent use of glass inside and outside his Volkswagen and Audi dealerships promote transparency, in both design and customer dealings.

So is the transparency. To look around the showroom is to see office walls of glass, so sales associates and managers are never hiding from customers. Cartelli said the look reflects his own philosophy of doing business in a transparent way.

“We have a transparent pricing model. We’re transparent with everything we do, with how you buy a car. We don’t want customers asking, ‘what is he doing back there?’ You can see what he’s doing. We have nothing to hide. That’s part and parcel with how we do business, which is nice.”

Cosenzi had to deal with the same demands from VW, although Hyundai was more flexible in its requirements. But she agreed with Cartelli that openness is a positive for customers.

“Sales managers are no longer in big podium stations; they’re approachable, in the middle of the showroom, and all the salespeople work in an open environment at their desks,” she said. “As you walk through the dealership, you see the open sales stations, the glass. When you’re in the finance office, you constantly see and follow what’s happening with paperwork and flow.

“We worked really hard to make the customer experience great,” she went on. “You see a lot of light when you walk in, and you’re immediately greeted by a warm, friendly body at the greeter station. We made sure all the customer parking was up front, made it really easy for them. We want customers to feel like they’re getting the VIP treatment all the way around.”

Cartelli said the best way to make customers feel important, quite simply, is to not waste their time. “If you can increase efficiency in how you do business, that’s important — the speed with which business gets done is second only to price. People want a fantastic customer experience, and they want to know how quickly you’ll get it done.”

Rome incorporated elements of transparency in his new dealership as well. “It’s important for me that customers come inside the building and are able to watch their cars being worked on,” he said, pointing out the line of sight between customer lounge areas and the spacious service department. “Some dealerships take the car around back to some black hole, and you don’t know what thery’re doing or when it will be ready. This is a much better experience.”

In this day and age, customers expect this treatment. If you don’t have it, there are other dealerships out there that do, and you’ll be missing out.”

But Rome also wanted a dealership that’s cutting-edge in environmental ways as well, incorporating a number of green elements aimed squarely at reducing the store’s carbon footprint, from energy-efficient LED lights to insulated windows to a car wash that reclaims and recycles water. All the oil collected during oil changes isn’t discarded, but rather stored in drums and pumped back into the heating system and used to heat the service department, while oversized fans circulate air in that area and control temperature. He even installed electric car-charging stations on the premises that anyone — not just customers — can stop by and use.

“Simple things like automatic faucets and toilets, motion-sensing lighting in the offices, reduces our carbon footprint,” he said. “In addition to that, we’re putting a 650-megawatt solar array on the back of the property. We’ll be generating energy.”

Lots of Options

There’s one other feature the new dealerships share: more space.

“The main feature is being able to display every model Hyundai makes,” Rome said, noting that the new showroom holds 15 cars, an outdoor canopy houses eight more, and the vast property contains hundreds more vehicles than could have been displayed at the former location on Main Street.

Cartelli’s new property is designed to handle 200% growth. “We’re in growth mode, and we have the ability to grow into it,” he said. “We’ve overbuilt for today’s business, so we can overserve the customer.”

That service begins right away when a driver enters the wide indoor bay and a device instantly tests the vehicle for alignment — a feature at the other new dealerships as well. Once out of the car, customers notice the tiled floors, which are slip-resistant and easier on the feet than cement.

In short, everything is geared to giving customers an enjoyable experience while they wait to leave. At Gary Rome, people leaving with a new car are able to fill out their paperwork in a glass-walled business office looking out over a covered area where their new car sits beside a red carpet. From the moment they walk in, he said — his rule is that associates greet any customer within 10 feet of them on the showroom floor — to that roll outside on the red carpet, everything is designed with the customer in mind.

Cosenzi said such touches are more important now than ever.

“In this day and age, customers expect this treatment,” she told BusinessWest. “If you don’t have it, there are other dealerships out there that do, and you’ll be missing out.”

Joseph Bednar can be reached at [email protected]

Cover Story

Blast from the Past

Old ChapelBuilt when Chester A. Arthur was patrolling the White House and UMass Amherst was known as the Massachusetts Agricultural College, Old Chapel has witnessed a great deal of history. Yet, much of its own recent history has been one of neglect and disuse. But thanks to the vision and determination of the school’s chancellor, this landmark that has been such a big part of the school’s past will now play an intriguing role in its future.

It’s a story that many within the broad UMass Amherst community have heard already. But if they haven’t, they’re almost certain to hear it over the next few months.

Kumble Subbaswamy, then a candidate to become chancellor of the university, was on site for some interviews and, as part of that process, was being given an elaborate tour.

According to what has become local lore, he was walking through the center of the campus and past the building known colloquially as Old Chapel — although by most accounts it wasn’t really used for religious services — and paused to admire it.

He then asked to go inside for a look at this handsome structure that was opened in 1886, said Ed Blaguszewski, a spokesman for the school, and was told that he couldn’t; the building had been locked and shuttered amid safety concerns. Actually, by that time, 2011, few, if anyone, had been inside Old Chapel in years.

Moving the story along, Blaguszewski said that ‘Swamy,’ as he’s now known to most, made a pledge of sorts. If he were to be named chancellor, he would make it one of his priorities to see to it that the chapel, a rich part of the school’s past, would also be part of its future.

And to make a long story short, he made good on the pledge.

Indeed, Old Chapel, a building few alums can claim to have been in, even though it is considered the iconic, signature building on the flagship campus, is nearly ready to begin its next life. And in that role, few members of future classes will be able to say they never had cause to go inside.

That’s because the building will become a true community center, said Blaguszewski and Jeff Quackenbush, UMass project manager, noting that the spaces on the first and second floors can and will be used for everything from lectures to recitals; from receptions to weddings.

No bridal ceremonies or receptions have been scheduled yet, said Quackenbush, but he noted that calls of inquiry have started to pour in, many from alums looking for a unique location for their special day.

Getting Old Chapel ready for such functions has been an elaborate, 30-month-long effort that has been a blend of new construction and careful restoration and reconstruction of many of the original facilities, said Quackenbush, adding that the project has presented a number of stern tests.

“It’s been a challenge on many levels, with the biggest challenge being the building itself,” he said, noting that, while in the course of giving Old Chapel a makeover, construction manager Barr & Barr and the subcontractors that worked with it uncovered a host of problems and hurdles to be cleared. “We took this building back to the structure, and we found a lot of bad structure.”

The Old Chapel, seen in an undated postcard.

The Old Chapel, seen in an undated postcard.

Jim Alexander, senior principal with Finegold Alexander Architects, which added the chapel to an impressive résumé of work with historic structures, agreed.

He said there were three main challenges to this endeavor: creating suitable access to the building and all its levels, finding space for the mechanicals (heating, air conditioning, etc.) without taking valuable square footage on the ground floor, and determining what the structure could and should be used for moving forward, and designing spaces accordingly.

In each case, creative answers were found, he said, referring to his company as “problem-solving architects.”

The end results are dramatic, Alexander and Quackenbush noted, although few will actually know just how dramatic, because they’ve never seen the ‘old,’ and can only bask in the ‘new.’

And while the $21 million Old Chapel project will restore a landmark to prominence, it is, in many ways, merely part of a larger effort to revitalize and reinvigorate the historic center of the campus, an area that also includes the W.E.B. Du Bois Library, the campus pond, nearby South College, and some recent additions, such as the Honors College, just a few hundred feet from the chapel.

“The chapel is part of a larger investment in the core of the campus,” said Blaguszewski, listing everything from new construction to renovation of the campus center to conversion of the old Blue Wall tavern into a huge dining facility. “The goal is to connect students to the school’s past, honor our history, and build a community.”

For this issue, BusinessWest takes an in-depth look at the Old Chapel project, and how a university that has spent hundreds of millions of dollars to add new facilities to the landscape has made an equally important investment in preserving the past.

History Lessons

When asked to describe that aforementioned ‘old,’ or what he found when he ventured inside Old Chapel before the restoration project commenced, Quackenbush used a number of words and phrases to convey the picture.

Perhaps none drove the point home better than ‘frightening.’

Jeff Quackenbush inside the renovated great room at the Old Chapel.

Jeff Quackenbush inside the renovated great room at the Old Chapel.

“It was not a safe place, really; I found myself wondering what was around the corner,” he said while referencing some early tours. “It was old, it was dirty … you were wondering if something with four legs might be lurking about.”

This was quite a sad state for a building that has seen all but a few decades of the school’s 153-year history and was placed on the National Register of Historic Places only a year ago.

“It has served many students over many generations,” said Blaguszewski as he explained its important place in the history and psyche of the university. “And it speaks to the history and community of UMass; this building has endured through the transformation of the university through many phases, from small land-grant startup, if you will, to one of the best public research universities in the country today.”

Indeed, positioned just west of the pond, the chapel has seen the school essentially grow up around it. One old postcard, date unknown (page 7), shows the structure on the school’s main thoroughfare with little but trees and a large green around it.

And as that green space was filled in over the ensuing decades, Old Chapel, a two-and-a-half-story Romanesque Revival structure made from Pelham granite with East Longmeadow sandstone trim, assumed a number of roles.

Originally, the first floor functioned as the school library, while the second floor was the college chapel. The library remained there until 1935, when it was renovated and used for classrooms. In subsequent years, the building served as home for the Department of Music and Performing Arts, and, later, the highly acclaimed UMass marching band.

Indeed, all that most students who were on campus during the ’70s, ’80s, and early ’90s knew of the chapel was the sounds of the band practicing, which permeated its thick walls.

While the chapel’s tower, clock, and bells underwent extensive renovations in 1998 and 1999, the interior was essentially neglected, said Blaguszewski, adding that the school could never seem to find the money for what would certainly be a very involved effort to restore, renovate, and modernize the structure to meet modern building codes.

And that’s where things stood until Subbaswamy’s now-famous tour and his stated commitment to returning Old Chapel to something approximating its former glory.

“After he was appointed,” noted Blaguszewski, “he said that, if the opportunity arises, we really need to restore this building — it’s such a beautiful structure, it’s in the heart of the campus, it’s part of our historic legacy, and it can be a real community builder.”

That opportunity came as the chancellor pushed for the chapel project to be part of a much larger capital campaign, he went on, adding that $21 million, including donations from several thousand individuals, was eventually cobbled together for the project.

The task of blueprinting the renovations and needed structural changes was awarded to Finegold Alexander Architects, which has undertaken a number of similar projects regionally and nationally.

It was a significant player in the massive, $150 million restoration of Ellis Island, for example, as well the extensive renovations to Boston’s iconic Hatch Memorial Shell on the occasion of its 50th anniversary in 1990.

Other projects in the portfolio include work on the executive suite at the Massachusetts State House, Worcester’s Union Station, the Wang Performance Center, and, regionally, Holyoke’s Public Library, a project that involved integration of the existing structure, built in 1902, with a large addition, effectively doubling the facility’s space.

“Our interest has been in the reuse of existing buildings, and kind of reimagining or reinterpreting them for contemporary purposes,” Alexander explained, adding that those terms definitely apply to the Old Chapel project.

Designs on a Rebirth

As noted earlier, the Old Chapel project presented a number of challenges, said Alexander, and before any of them could really be addressed, the first order of business was to determine what the structure could and should be used for moving forward.

“There was a lot of back and forth on this, with a number of people involved,” he said. “The chancellor and many others wanted to explore the possibilities, but they knew it had to have a major student component, and there had to be ceremonial aspect to it as well.”

Making this vision reality required a healthy mix of imagination, diligence, and even some science, in the form of microscopic examination of samples from the second-floor space, known to many as the ‘great room,’ to determine the original wall and trim colors.

“It had been painted this unfortunate green color and was in really bad shape,” he recalled. “There had been a paint/stenciling color scheme around the walls, and by doing extensive testing of the original plaster — paint seriation analysis — we were able to figure out what those colors were originally and restore those color bands.”

In some cases, original facilities, including practically everything on the first floor except the support columns, had to be ripped up and replaced, said Quackenbush, adding that other original features, such as the wooden trusses in the great room and most of the elaborate staircases, were refurbished and put back in place.

umasschapelinteriorbefore

The great room in the Old Chapel before (above), and after.

The great room in the Old Chapel before (above), and after.

“More than half the structural elements in the building had to be supplemented with additional structural elements,” he explained, adding that this was necessitated by modern building codes, including those dealing with seismic activity.

To create affective access for all, the architects came up with a unique solution in the form of a new entrance, or pavilion, known as the ‘glass box,’ which is essentially what it is.

This new, modern, handicap-accessible ‘addition to the landscape,’ as Alexander calls it, enables the preservation of the original entrances (no longer suited for that purpose) to be preserved and used only for egress.

“As a result, we didn’t have to change the historic character of those entranceways, one of which was right under the main tower,” he explained.

Another challenge was figuring out what to do with the mechanicals, said Quakenbush, adding that locating them within the existing footprint would be impractical and take up too much space. The solution was a vault, designed to be as inconspicuous as possible, located below grade outside the building. It will make use of excess capacity from the nearby library, said Quackenbush.

Placement of the chapel on the National Register of Historic Places presented still another challenge, said Alexander, adding that, while it doesn’t restrict what can be done to a building’s interior, in most cases, it adds another layer of approvals to the process.

“We had to make sure that our new entry, our new accessibility, the mechanical systems … nothing would really adversely effect the original design of the building,” he explained. “That was a bit of a challenge, but one we readily accepted.”

The renovated structure is now ready to play an exciting new role on the campus, said Quackenbush, adding that the first floor of the chapel will be used for student-related activities, right down to study space. The room can be conjured in a number of ways, he explained, and the giant video screen can be used for myriad academic functions.

The great room upstairs, meanwhile, with its slightly raised stage, stained-glass windows, and elaborate trusses, can be used for a number of different functions, he went on, listing everything from alumni gatherings to awards banquets to guest lectures and speeches.

It can also, as noted, be used for weddings, and he expects there to be many involving individuals who have a special connection to the university — and there are plenty who fall in that category.

Bell-weather Project

As he talked about the Old Chapel project, Alexander relayed a story that speaks volumes about the building, its importance to the campus, and the work to restore it.

Back in 2014, as the work was beginning, he was bringing his granddaughter, then a student at the university, back to the campus. He told BusinessWest that the two eventually ventured to Old Chapel, and she was able to climb into the tower and ring the bell.

Upon descending and moving toward the exit, they came across several students, who, upon seeing the door to the landmark finally open (something they had never seen before), tried to get inside for a look.

“They were very disappointed when I told them they couldn’t,” Alexander recalled. “I had to say, ‘sorry, not yet.’”

Soon, of course, he and others won’t have to utter those words any longer. That will be an historic moment for the school, one of many witnessed by the university’s most recognizable landmark, and the one everyone knew so little about.

Indeed, the school’s past will now be part of its future, and the vision Subbaswamy had years ago will finally become reality.

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

Features

Plane Speaking

Jorge Morgado

Jorge Morgado says the saga of Flight 1549 has lived on well past the proverbial moment, through books, reunions, and, most recently, the movie Sully.

 

Jorge Morgado acknowledged that the words ‘based on a true story’ give film writers, directors, and producers a large degree of latitude when they’re telling a story.

Still, he went to one of the area’s first showings of Sully with the almost singular goal of seeing if Hollywood, and specifically Clint Eastwood, would get it right, meaning an accurate portrayal of the events of Jan. 15, 2009 and thereafter.

And he was pleased to report that — even though, for starters, his golf group of six that was such a significant part of the so-called ‘Miracle on the Hudson’ was reduced in size by half for this movie (and he wasn’t part of it) — they did.

At least when it comes to the part about the ditching of the plane and the subsequent rescue of all aboard.

“I thought they did a great job of telling the story without exaggerating,” said Morgado, vice president of Baystate Rug & Flooring in East Longmeadow and Chicopee. “I went to see if they would add ‘Hollywood’ to it, and for the most part, they didn’t.”

Jim Stefanik, who is one of the three written into the script, agreed, while noting, as one might expect, that it is quite the experience to see an actor, in this case, Max Adler (Glee, Love and Honor), play you in a movie and see his name next to yours as the credits roll.

“It’s definitely weird, and that’s been one of the more interesting things about this whole experience,” he said, adding quickly that Adler looks nothing like him and is almost a foot taller, but he doesn’t mind Hollywood taking those liberties.

“I’m five foot, five, and he’s about 6’4,” Stefanik, the former golf pro turned Chicopee firefighter, explained with a laugh, adding that it’s certainly difficult to describe the sensation of watching a movie depicting a scene from your life, and he has struggled with that assignment.

The simple exercise of trying to articulate these experiences explains how Sully has in some ways put the six golfers, all from Western Mass., back in the spotlight, even though some have kept a very low profile for years now and have every intention of keeping it that way.

And it also helps explain how a story like this lives on long after the proverbial ‘moment’ — in this case, it was literally only 10 or 12 minutes — is over. Indeed, there have been books, reunions, consistent contact on social media among the passengers, a gathering when the now-famous Airbus A320 was moved into a museum in North Carolina a few years ago, and other happenings to keep the story in plain view.

But in most respects, keeping this saga front and center hasn’t been a burden, emotionally or otherwise, because it is in many ways different from other newscast-leading events in recent years, many of them also turned into movies (Deepwater Horizon is now in theaters, for example, and there are two films on the Boston Marathon bombing now in production).

Indeed, this is a feel-good saga in about every way imaginable, one where no one can be described with the word ‘victim’ — except maybe in reference to an unyielding media blitzkrieg, as we’ll see later. There were no fatalities, only one serious injury (to a flight attendant), no real blame to be laid, and hardly a hint of controversy, although, according to many accounts, Eastwood felt the necessity to create some.

And when we all survived … from then to now, I think I realize just how good I have it. I think I appreciate it more than I would if I wasn’t on that plane that day.”

Specifically, in the film, National Transportation Safety Board officials make the case that the pilots could have flown the plane back to LaGuardia Airport instead of ditching in the Hudson River, but Morgado says he’s heard rumors that the NTSB is not at all happy with this depiction of events.

No, the story of Flight 1549 has a happy ending in seemingly all ways, and that’s why Morgado, Stefanik, and Dave Carlos didn’t mind going over all this ground one more time nearly eight years after they were unwittingly thrust into the spotlight.

“When people ask me, I say this whole experience was a blessing in disguise,” said Carlos, chair of the Math Department at Springfield’s Central High, soon to open his own business on the side, a pizza shop. “I have an 8-year-old and a 6-year-old, and the 6-year-old wasn’t born when this happened. When Sully said ‘brace for impact,’ what I thought about was not being able to see my daughter and what she looked like, and not being able to see my son again or my family again.

“And when we all survived … from then to now, I think I realize just how good I have it,” he went on. “I think I appreciate it more than I would if I wasn’t on that plane that day.”

For this issue, the three talked about that fateful day in January — again — but mostly about what’s happened since, and how events of this nature can change someone’s life in ways that couldn’t be imagined.

Last-ditch Efforts

“It was like sneakers in a clothes dryer.”

That’s how Morgado chose to describe the sound of a flock of geese getting in the way of the engines on both sides of the Airbus he and his golfing buddies were scattered throughout. Only no one actually knew that this is what it was.

All that would soon become apparent is that something was clearly wrong, he recalled, adding that the cabin, which he was near the front of (window seat, row 5 in coach) was soon filling with smoke.

“The cabin started shaking and it smelled like burnt bird —   you could tell something was wrong,” he said, adding that, like all those around him, he spent the next few minutes trying to simply absorb what was happening around him.

Backing up a little — kind of like a movie flashing back several hours — Morgado said he and the rest of his golf party were not supposed to be on this flight. Instead, they had chosen to fly on Spirit Airlines for their regular winter-season trip to Myrtle Beach in South Carolina. But that Thursday morning came up white, and the light show was enough to ground smaller planes, but not larger airliners.

So Morgado and his companions — Stefanik,  Carlos, Rick Delisle, Rob Kolodjay, and Jeff Kolodjay— would secure the last six tickets for US Airways Flight 1549, a number that, like most everything else about this story, no one will ever forget.

Returning to that moment when Morgado heard the sneakers in the dryer, he said that noise, which occurred only a few minutes after the plane lifted off LaGuardia’s runway, was followed by general silence. There was nothing, he said, until the man the world would soon come to call by his nickname said those words have become so famous — “This is the captain; brace for impact.”

By the time those words came, though, passengers could see that the plane was out over the Hudson and ever closer to the water, said Carlos, adding that stewardesses began saying the phrase that would come to dominate the movie trailer: “heads down … brace yourselves.” And as much as the words themselves, it was what he thought they meant that has stayed with him all these years.

“They kept chanting it over and over again,” he recalled, that it was an agonizing, terror-filled three minutes before the plane actually hit the water. “I kept thinking, ‘is this the last thing I’m going to hear? This is awful.’”

Eventually, although very quickly, it seems — “you were just in survival mode,” said Morgado — passengers made their way out of the aircraft, with most of them winding up on the wings, as captured in those iconic photographs, one of which now graces the wall of his office at the Chicopee location. What those pictures don’t effectively convey is how quickly the plane began to settle into the icy Hudson.

“When I stepped onto the wing, the water was only ankle-deep, but by the time the boats came, I was waist-deep in water — the plane was sinking pretty quickly,” said Morgado, adding that, while he was having a hard time comprehending and coping with all that was going on around him, he still had the presence of mind to keep his cell phone dry.

Because he did, he got his first real taste of how immediate, intense, and sometimes infuriating the media assault on Flight 1549 and everyone involved with it that day would be.

“I called my wife to tell her I was in a plane crash; she didn’t even know I was on that plane,” he explained. “I said, ‘I’m OK; I’ll call you when I get on dry land.’ I then hung up, and she turned on the TV to see what was going on.

“She later called and said that, just after I hung up, the home phone started ringing off the hook — it was all these New York and Boston media people calling,” he went on. “She remembers talking to Diane Sawyer’s producer, who said, ‘let me know where your husband is; we know he’s asthmatic, and we’ll get him treatment.’ They knew my medical history, and I was still standing on the wing of that plane. That was how quick they were able to get my information and get to my house. They were all out to get a story.”

Overall, Carlos, who joked that he wasn’t written out of the script, he just wasn’t written into it, said the movie made the rescue appear easier and less traumatic than it actually was.

“In the movie, the rescue seemed very nonchalant; they made it look easy to just climb on those boats and get out of there, that everything was just standing still,” he noted. “In real life, we were floating down the Hudson; the plane was moving, the boats were moving, the hulls of the boats were 15 to 20 feet above the water, not the five feet like they depict in the movie.”

Wing and a Prayer

Fast-forwarding a little, Morgado and the others said what happened on the Hudson was certainly just the first chapter in this story. Others involve what happened after they returned to dry land and, later, their families, their businesses, and other facets of their lives.

Highlights, and there are many, include:

• Morgado being told that media members had snuck into his office in pursuit of … whatever, and wound up taking photos of pictures of his children and printing them (that’s a lowlight, actually);

• Getting to go on that Myrtle Beach trip eventually, with the Golf Channel in tow to record the occasion, and with new equipment and bags courtesy of Titleist, which wanted its name omnipresent during this outing, and succeeding with that goal (Morgado remembers the dozens of courses at Myrtle vying hard for the privilege of hosting them);

• Taking part in the book Miracle on the Hudson, featuring passengers telling their stories (Morgado leads off a chapter titled “Night in New York” talking about his phone call to his wife while out on the wing); and

• Relaying the story untold times to family members, friends, business customers, fellow Rotarians, and, yes, the media, a broad constituency (we’ll include TV talk-show hosts) that induced a wide range of emotions from those we spoke with — everything from fascination to incredulity.

Indeed, beyond his aforementioned experience on the wing, Morgado related another episode involving the fifth estate in the book Miracle on the Hudson.

As he relates the story, the six golfers were due to appear on the Today show the morning after the crash and rescue. They were to meet the show’s producer in the lobby of the Crowne Plaza hotel, and were told specifically by him not to leave the lobby, because competing networks, positioned outside with their own vans, would essentially hijack the story.

“It was insane,” said Stefanik of the media coverage, in terms of its depth and voracity. “They kept trying to find out everything they could about you; they were calling my mother-in-law, my mother, all in pursuit of a story. They can find out anything about you that they want.”

The movie Sully has brought the media back, but not with anything approaching the ferocity witnessed in the weeks and months after the crash. Overall, the film has simply brought some new questions to be answered — everything from ‘how accurate was it?’ (perhaps the most common query) to ‘how did Tom Hanks do in the title role?’

“He was incredible as Sully,” said Morgado while answering the latter. “He captured him perfectly.”

And while that same adjective probably can’t be used for the sum of the film and its attention to accuracy, said those we spoke with, it does an adequate job of capturing the heart of the story — the courage and skill of the pilots.

Roll the Credits

Spoiler alert: Morgado said Sully starts off in an intriguing way — by showing what might have happened if Sullenberger and co-pilot Jeffrey Skiles hadn’t pulled off the miracle on the Hudson (let’s leave it at that).

The powerful footage has to leave audience members, not to mention survivors like Morgado, Stefanik, and Carlos, more cognizant of how lucky everyone was that day.

Carlos enjoyed and appreciated the movie, but didn’t really need it to appreciate his good fortune and remember never to take anything for granted.

“The incident helped open my eyes to things, and it’s enabled me to enjoy what I have more than I used to,” he told BusinessWest.

This is a sentiment that — like the story of Flight 1549 itself — lives on well past the moments that made history.

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

Cover Story

Confidence Builders

LPV Executive Director Lora Wondolowski

LPV Executive Director Lora Wondolowski

Created in response to the impending retirement of the Baby Boomer generation and the leadership void this will create, Leadership Pioneer Valley continues to refine and build upon its multi-faceted mission to groom the next generation of leaders.

Lora Wondolowski says she and her staff at Leadership Pioneer Valley do a lot of measuring.

That’s a broad term she used to describe a number of steps aimed at quantifying the overall impact of this program, now in its fifth year, a key milestone in many respects.

For example, LPV, as it’s known, likes to chart the progress of its graduates, she said, adding that some of the statistics are eye-opening. For example, a good percentage of program participants had received promotions, raises, or both within a few years of graduating. Meanwhile, roughly a third had moved on to new and better jobs with greater responsibility by the time they were polled. Also, 60% had joined a new board as a director, and 80% described themselves as more inclusive when it comes to their leadership style.

But there are other intriguing numbers to chew on, said Wondolowski, the organization’s director since it was conceived, and they speak loudly about what LPV is all about.

“When we ask people about their impression of Springfield at the beginning of our ‘Springfield Day,’ there’s usually about 20% to 30% who have a negative view of the city,” she explained while referring to one specific day of programming in LPV’s 10-month regimen. “And when we ask them at the end of the day … every year, it’s been positive, with no negatives.

I had personal confidence, but I didn’t have confidence that the peers around me had confidence in me. I loved what I was doing and had conviction — maybe that’s a better word to use — but I didn’t have confidence that the people who were senior to me believed in me.”

“And it’s the same with Holyoke and Franklin County,” she went on, adding that LPV also has programs focusing on those areas. “And that’s because there are a lot of perceptions out there, and we want people to look at these places with clear eyes. We don’t want to paper over the challenges, and we don’t, but we want participants to get past the stereotypes and what they think they know.”

Those specific words are not in the LPV mission statement, but they certainly go a long way toward explaining why the program was created and why those who conceived it are even more convinced of the need for it five years later.

The aforementioned numbers clearly show the program’s effectiveness in providing a clearer focus for its participants, and thus greater awareness of the region, its assets, problems, and potential.

Katie Stebbins

Katie Stebbins says she took part in LPV because, while she had confidence in herself, she wasn’t sure other people did.

But the numbers don’t really tell the whole story, or tell it as effectively as words can, and for evidence of that, one need only listen to Katie Stebbins.

A member of LPV’s first class, she is the assistant secretary of innovation, technology, and entrepreneurship for the state Executive Office of Housing and Economic Development. That means she’s definitely among those who moved on to a new job, a new title, and a larger number on the paycheck since graduating from the program.

But she was already, in many respects, already a leader when, after working for several years in Springfield’s Economic Development Department, she hung out her own shingle as a consultant. At the time, she told BusinessWest, she didn’t exactly lack confidence, but instead lacked a certain type of it.

“I had personal confidence, but I didn’t have confidence that the peers around me had confidence in me,” she explained. “I loved what I was doing and had conviction — maybe that’s a better word to use — but I didn’t have confidence that the people who were senior to me believed in me; I didn’t necessarily have confidence that I could take that conviction and bring lots of other people along with me.”

To make a long story short, LPV became a way to first test her theory — that she was actually better at getting people to follow than she thought — and then eventually rid herself of such doubts. Both were essentially accomplished through that rugged, 10-month program (one meeting per month) designed to inform, educate, inspire, create connections, and, yes, build confidence.

For this issue, BusinessWest takes an in-depth look at LPV as it reaches the five-year milestone, and at what lies ahead for this important addition to the region’s business landscape.

Lead-certified

Looking back, Stebbins recalls that 2012 was a watershed year for her in many respects.

In addition to taking on LPV’s program, she was accepted into Valley Venture Mentors, started homeschooling her children, launched a civic technology startup called BYO Family, and even started playing on a local roller-derby team.

You can’t really do any of that, let alone all of it, without a good amount of confidence, she acknowledged, adding quickly, and again, that in many respects she needed more of that invaluable commodity, and more affirmation that she had the ability to lead and get others to follow. And she credits the experience for helping her get where she is, with the seal of the state on her business card.

“It was really gratifying to hear people I didn’t know before say things like, ‘you’ve got leadership skills,’ ‘we believe in you,’ and ‘you’re going to go a long way,’” she explained. “It put extra wind in my sails, and it really energized me.”

In a nutshell, this is essentially what LPV was created to do.

Officially, the program was action item 7 in an update of the region’s Plan for Progress, first drafted by the Pioneer Valley Planning Commission (PVPC)  more than two decades ago and revised several times since to reflect changes and new priorities.

Specifically, LPV, which at first was part of the PVPC and is now a standalone nonprofit, was conceived as a response to the overwhelming numbers of Baby Boomers who would be retiring over the next several years and the need to fill the resulting leadership void.

The term ‘silver tsunami’ has come into vogue to describe this phenomenon and the overall aging of the population, and Wondoloski drove home the point that the issue is real and must be addressed.

“The rate of retirement is increasing each year, and that’s going to mean huge turnover at our companies, both at the leadership level and also on our boards of directors,” she explained, adding that, in some rural areas, the average age of the citizenship is at or near retirement age, presenting huge leadership voids.

Looking back on LPV’s first year and what’s transpired since, Wondolowski said that first class was somewhat older than those that have followed, probably because the concept was new and many established business owners and managers wanted to take advantage of an opportunity.

Today, the program is attracting a younger audience — most are now closer to 30 — and a growing number of entrepreneurs, a reflection of this region’s ongoing efforts to promote entrepreneurship and mentor startups.

The classes are also becoming more diverse geographically, and this is another positive development, said Wondolowski, noting that, in the beginning, individuals from Hampden County dominated the ranks, but in recent years, more rural areas, and especially Franklin County, have sent more representatives. This is critical, she noted, because the populations of such areas is aging at an even more pronounced pace as Millennials choose to locate in cities, leaving communities like Greenfield with a strong need for young leaders.

While the makeup of the classes has changed somewhat over the years, the curriculum, if you will, has been more of a constant. It was constructed with three main goals in mind, said Wondolowski, citing LPV’s mission — “to identify, develop, and connect diverse leaders to strengthen the Valley.” These deliverables, if you will, are:

• Increasing participants’ leadership skills through exercises involving everything from cultural competency to communication and critical thinking;

• Increasing participants’ networks, both within their own class and also through programs in and on various cities and regions; and

• Increasing their understanding of the Valley through these programs, which educate participants about the challenges and opportunities facing these geographic areas.

LPV, which has a current tuition of $3,500 with assistance available to those who need it,  accomplishes these goals through a series of monthly programs, including several ‘challenge days’ and ‘field experiences’ staged across the region. The 2016-17 slate is reflective of what’s been done since the beginning.

There will be an opening overnight retreat this coming weekend at the Berkshire Outdoor Center in Becket, followed by the first challenge day, with a focus on collaborative leadership, on Oct. 21. A second challenge day, this one centered on ‘inclusive leadership,’ is set for Nov. 18 at a still-to-be-determined site in Franklin County.

The first field experience, a concentrated program aimed to educate participants about a given region or city, is set for Dec. 16, and will focus on Hampshire County and the Five College area. Others will center on Springfield (Jan. 20), Holyoke and Chicopee (March 17), and Franklin County (April 28).

Other challenge days are slated for Feb. 10, with ‘creativity’ as the theme, and May 19 (‘skilled negotiations’).

Progress Report

As she talked about this milestone year for LPV, Wondolowski said that, in many ways, the organization was at a type of crossroads.

By this, she meant this was a time to revisit the mission, undertake some strategic planning, and devise a blueprint for the organization moving forward. And, in many respects, this work is already underway.

The focus will be on broadening its overall impact and tailoring programs to meet the many challenges facing young professionals, the region, individual communities, and the workplace of today and tomorrow.

As one example, Wondolowski noted, with MGM and rail car builder CRRC MA, and potentially other large employers, coming to the region over the next few years, there will be dozens, and perhaps hundreds, of younger professionals and managers who will need to familiarized with this region and, more importantly, encouraged to be active within it. LPV can, and hopefully will, take a lead role in such efforts.

“There are lots of new executives coming into the area; how do we orient them to what this region has to offer and make sure that they’re connected in with other leaders?” she asked, adding that LPV will work to answer that question. “We have so many who come here for a few years and then leave because they never got connected to the community.”

Meanwhile, there are four generations still active in the workplace (although the so-called Silent Generation is certainly aging out) and a fifth, known as Gen Z or the ‘Boomlets’ (those born after 2000), will be making their presence known within the workforce.

Each of these generations has its own needs, its own character, and even its own nickname, said Wandolowski, noting that hers, Gen X (born 1965-1980), is unaffectionately known as the ‘slacker generation’. And coexistence in the workplace is an issue for virtually every business in the region and a challenge LPV can help address.

“One of the things we’re really interested in at LPV is the new workplace and what it looks like — and it’s not just about Millennials,” she said, acknowledging that many business owners and managers are hard-focused on that group. “It’s about technology, increasing diversity in the workplace, the multiple generations; there are many forces shaping our future workforce and workplaces.”

As part of this focus on generations, LPV will be sharpening its focus on providing assistance to leaders at all stages of their career, she explained, meaning the programming will be appropriate for people of all ages, and, in many respects, always has been.

Meanwhile, it will work to continually increase diversity within its own classes, geographically and otherwise, in an effort to bring more perspectives to the issues confronting the business community and the region.

“If we’re going to solve complex problems, we’re need people with different mindsets coming at things from different directions,” she explained. “We tend to stay in our silos — if you’re a nonprofit person, you tend to reach out to nonprofit folks, and the same in the public sector. We’re really seeing cross-pollination, or interconnectedness, among our graduates, and we’ll need more of that moving forward.”

Leading by Example

Among those who have been accepted into LPV’s class of 2017 is West Springfield Mayor William Reichelt, who was actually turned down when he first applied four years ago.

West Springfield Mayor William Reichelt

West Springfield Mayor William Reichelt, seen here with the city’s terrier mascot for his BusinessWest 40 Under Forty picture, will be among LPV’s class of 2017.

That’s when he was in law school and working part-time, he told BusinessWest, adding that he applied to be part of that first class because he wanted to make connections, learn something, and share what he knew.

He believes this time in his life and career actually works better, because he knows more, can share more, needs to make more connections, and still has a lot to learn about this region and the many aspects of leadership.

“Now that I’ve had more leadership experience, I can speak more from what I’ve done,” he explained. “I thought working with other people from the Valley now would be even more beneficial; I can share a lot, but I can also learn a lot, and I’m looking forward to doing both.”

Such words, as much as those numbers mentioned earlier, explain why LPV has already become a force in the region, and why it will be even more so moving forward.

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

Education Sections

A New Test

John Cook

John Cook

John Cook, who only recently became ineligible for BusinessWest’s Forty Under 40 program, took the reins at Springfield Technical Community College last month. Beyond youth — he’s not that much older than many students on this historic campus — he brings energy and a leadership style grounded in being a good listener.

As one passes through the ornate main entrance to Springfield Technical Community College, to the right is a small parking lot with a few reserved spaces. John Cook’s name is on one of them.

Well, not literally, but there is certainly a spot set aside for the president of the institution, a title Cook assumed just a few weeks ago. But he has made up his mind that he won’t be using it.

Instead, he might, like some of the college’s students themselves, try to find a spot reasonably far up the steep Pearl Street hill, several hundred yards away from that choice space, and walk through the campus to the main administration building.

He fully understands that this is a symbolic gesture, and one that certainly won’t impact the school’s persistent parking issue/challenge/problem — whatever one chooses to call it — in any significant way.

But he nonetheless considers it an important gesture because it indicates how he intends to manage — by listening closely and responding to what he hears. Far more meaningful answers to the parking situation will eventually become reality, he told BusinessWest, and in the meantime, he intends to be part of the solution is some small way — and also do some more listening while getting from Pearl Street, or wherever he finds a spot, to Garvey Hall.

“During the interview process, people asked about my style, my approach, and for me that’s a very difficult question,” he said while answering essentially the same question when put to him by BusinessWest. “Because for me, a lot of that approach is demonstrating appreciation for others and being a good listener. And it’s hard when you’re asked the question and are asked to respond, because what I really want to do is go around and ask questions of other people and give them a chance to be heard.”

The young Cook — he only recently became ineligible for BusinessWest’s Forty Under 40 program — has been doing plenty of listening for the past six months or so, through that interview process and then during his first few weeks on the job, and he’s intent on continuing that habit.

In fact, he has already put in motion some plans to open the lines of communication between himself and a host of constituencies — and keep them open. One involves blocking off time each week for open office hours — they started last week — while the other entails scheduling what he calls ‘town-meeting’ sessions.

The former, as the name implies, is time when his office door is open, literally and figuratively, to anyone who wants to go through it. That includes faculty, staff, students, and “the community,” he said, adding that he’ll make himself available from noon to 1, but also in the early evening (5:15-6:15) for those who would be on campus those hours.

From left, John Cook, state Sen. Eric Lesser, and STCC trustee Eric Hagopian

From left, John Cook, state Sen. Eric Lesser, and STCC trustee Eric Hagopian, president of the Mass. Center for Advanced Design & Manufacturing, tour ‘Building 19,’ the future home of STCC’s Learning Commons.

As for the town meetings, these will involve the entire college community, he explained, and will feature an open, interactive format, one where he will share the microphone and welcome input.

“Rather than having me stand and deliver for a period of time,” he explained, “we’ll have our vice presidents up there giving updates on critical projects, and we’re going to take questions.”

Cook, most recently the vice president of Academic Affairs at Manchester (N.H.) Community College (MCC), takes the helm in Springfield during a milestone moment in the school’s history — a year-long 50th anniversary celebration. And while acknowledging that this might be a good time to look inward and set new goals, he said this occasion is better suited for reaffirming established goals and recommitting the institution to its simple, but at the same time complex, mission statement: ‘STCC supports students as they transform their lives.’

I didn’t look at many schools, and in my search, this was the only one where there seemed to be an early match, an early fit. I’m lucky that STCC and I found one another.”

Support comes in many forms, obviously, but mostly in the realm of helping students arriving at the historic campus — carved out of the Springfield Armory — see their way through to graduation or whatever goal they set when they enrolled.

For this issue and its focus on education, BusinessWest talked at length with STCC’s new president about new his career challenge and the start of the school’s proverbial next 50 years.

Setting the Scene

To say that Cook’s office on the second floor of Garvey Hall takes on a Granite State look and feel would a large understatement.

Parked against one wall is his first pair of skis (they’re wooden and considerably older than he is, although he doesn’t know exactly how old). Meanwhile, photos of snow-capped peaks adorn other walls, and a map of New Hampshire, where he had spent the sum of his professional career, hangs behind his desk.

“It provides a sense of place,” he said of this collection. “Where we went to college matters, and where we grew up matters. These are little reminders of where I’m from.”

But while his office speaks of where he’s been personally and professionally and provides that sense of place, he says he feels right at home with what he can see outside his windows, as well.

And by that, he was referring to everything from the community college atmosphere, to the similarities between MCC and STCC (more on those later), and even to the century-and-half-old buildings that give the school its unique flavor.

“I have a real healthy appreciation for historic structures,” he explained with a laugh, using those words in reference to both architecture and the high cost of upkeep. “Because I’ve helped to renovate two antique houses, both dating to the late 1700s. These buildings (at STCC), they’re oldies, but goodies; you just can’t build that kind of character any more.”

These were just some of the many motivating factors that prompted Cook to zero in on STCC as an attractive landing spot as he initiated his quest for a college president’s job — a search that began only a year ago, or just after the ink was dry on his doctorate diploma, earned at the University of New Hampshire. (A Ph.D. is considered almost a pre-requisite for presidents’ jobs today).

Elaborating, Cook said that while he wasn’t sure if his next career challenge would (or should) be a chief academic officer’s position at a larger institution or a presidency, he certainly felt qualified — and ready — for the latter.

Especially at a community college, because of work in everything from new-degree-program development to efforts to forge pathways — from high school to college, and then from MCC to four-year institutions.

Those are just some of the accomplishments listed on his resume, which notes that upon graduating from St. Lawrence University in Canton, N.Y., and then earning a master’s degree in community/social psychology at UMass Lowell, Cook started his career at Granite State College, part of New Hampshire’s public university system, as a research and evaluation coordinator in 2000. He would later become faculty coordinator at the school, and eventually serve as assistant dean of Faculty.

In 2012, he became vice president of Academic Affairs at MCC, a small community college (at least when compared to STCC) with just under 3,000 students and 55 full-time faculty.

At MMC, he took a lead role in the development of a number of new dregree and certificate programs across several academic realms, including Health Science, Life Science, Robotics, and Cyber Security. He also collaborated with a number of parties to create early-college pathway programs for high schools, encouraged faculty to embrace STEM pathways, and worked to build a culture that, as he put it, “embraces data and an analytical approach to decision-making.”

With this background, buffeted by that aforementioned doctorate, as well as some strong encouragement from MCC President Susan Huard, Cook began looking at college president positions. And as things turned out, he didn’t have to look very long or hard before coming across an opportunity that seemed worthy of that adjective ‘perfect,’ both professionally and personally (this job allows him to remain very close to his two young children from a previous marriage, who are still living in New Hampshire).

“I feel very fortunate — people who have been there, people who have been presidents of multiple institutions tell me that often, you’re looking for months, sometimes years, for the right institution,” he told BusinessWest. “I didn’t look at many schools, and in my search, this was the only one where there seemed to be an early match, an early fit. I’m lucky that STCC and I found one another.”

By that, he meant that he identified the school as the focal point of his quest for a president’s job, and the search committee, following an intense, six-month exploratory and interview process, deemed him the best candidate to take it into the next half-century, following the 12-year tenure of Ira Rubenzahl, who succeeded Andy Scibelli, who spent 21 years in the president’s office.

Those two leaders have taken the school to new and lofty heights, said Cook, adding that he considers it his responsibility to continue and build upon this legacy.

Course of Action

Looking back on the lengthy search process for STCC’s next president, Cook said he was asked a number of intriguing questions during several interviews — and, as might be expected based on what he said earlier, he had several for those on the other side of the table.

STCC during its 50th anniversary

John Cook takes the helm at STCC during its 50th anniversary, a time, he said, to recommit to its message of helping students succeed.

One of them was a rather direct query about what members of the search panel were looking for in the next leader of the school. Words and phrases that came back repeatedly were ‘accessible,’ ‘approachable, ‘forward-thinking,’ and someone willing to be a “champion” for the school and community colleges in general.

He intends to be all of the above with actions that go well beyond giving up his parking space.

For starters, he noted his open office hours and planned town meetings, as well as that leadership style of listening and demonstrating appreciation.

Through such initiatives, and with such skill sets, Cook feels he’s ready and able to lead efforts to address the many challenges facing the school moving forward and outlined in a recently drafted strategic plan. They include:

• That aforementioned parking problem. It’s not exactly a recent phenomenon, in fact the challenge is in many respects as old as the school. But it remains a constant and is always a consideration with the next item on the list;

• Enrollment. It soared during the Great Recession, as it did at all area public schools, but has retreated since, for reasons ranging from a vast improvement in the economy to smaller high school graduating classes;

• The ongoing restoration and renovation of the structure known as Building 19, a huge, 700-foot-long former storage house for the Armory that is being converted into a campus center that will host a wide array of offices and programs. Conceived and nurtured by Rubenzahl, the project will reorient the campus and shift most activity from the main administration building to ’19,’ as it’s called, on the north side of the campus;

• Continuing the collaborative efforts between STCC and Holyoke Community College, forged by Rubenzah and his counterpart at HCC (now also retired) Bill Messner. Formerly, and in many ways still, rivals (at least when it comes to enrollment and athletics), the schools have come together on many projects in recent years, especially the TWO (Training and Workforce Options) program that has helped area companies develop talented workers and close a recognized skills gap. Cook said it will be one of his priorities to continue the collaborative efforts and initiate new ones.

But the broader, overriding assignment will be to certainly carry out the school’s mission and help students succeed, he said, adding there are many elements to this equation.

Indeed, the college needs to not only help students with academics and put them on a track to success, but keep them on it.

“Some of it, in fact a big part of it, is life — how do we help students with those issues, not just education,” Cook explained, noting that many STCC students cannot be described with that industry term ‘traditional.’ “They’re working a lot, they’re raising families, there’s transportation issues; all those things influence our students, regardless of their age.”

Cook said that the recently announced Commonwealth Commitment program would certainly help with this assignment.

The initiative incentivizes individuals (through rebates on tuition and fees and a $30,000 cap on the cost of a four-year degree) to enter a community college, graduate in two and half years or less, move on to one of the state universities or UMass campuses, and wrap up a baccalaureate degree in no more than four and a half years.

“This really helps incentivize students to not just go part time,” he explained. “If you can find the wherewithal to go full time, you’re going to earn that associate’s in two years, tuition has been frozen for you, and that really helps see them through to that bachelor’s.”

Thus, the program also further escalates the role community colleges are playing in preparing individuals for today’s technology-based economy, he noted, adding that these institutions are ready for, and well-suited for, this heighted responsibility.

“One of the things community colleges, and especially STCC, have is the ability to respond quickly and nimbly to changing needs within the community,” he explained. “If a community college partner says ‘we have a need,’ we can help with that assessment, and sometimes, in a short time, have a training program ready for them.”

Hot Spot

Returning to the matter of where his car will reside, Cook acknowledged, again, that his gesture was not intended to solve the problem.

“We’ve got creative an innovative ways to put that spot to better use,” he explained. “It’s one spot for our hundreds of staff and faculty and thousands, but it’s not much for me to park on Pearl Street and walk on over.”

By doing so, he gets to demonstrate his sensitivity to the issue, and, more importantly, do something he likes much more than answering questions: Asking them.

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

Modern Office Sections

Exercise in Problem Solving

The managing partners at ECG, from left, Joe Kessler, Susan Lachowski, and Patrick Carley.

The managing partners at ECG, from left, Joe Kessler, Susan Lachowski, and Patrick Carley.

A quarter-century ago, Joe Kessler and Patrick Carley were working together to create cutting-edge solutions to problems with workplace injuries at East Longmeadow-based Hasbro (now Cartamundi). Later, after Carley left a position in academia, the two continued to collaborate on projects to identify and resolve issues in a wide array of workplaces. Today, with third managing partner Susan Lachowski, they are taking these efforts to a higher plane with a venture called Ergonomic Collaboration Group, a name that speaks volumes about what this company does — and how it does it.

When Shaun McConkey arrived at South Deerfield-based Pelican Products as director of operations a year ago, he found a company on the move.

As we reported back in May, this enterprise, long known for making hard-plastic cases for commercial, government, and military applications, was successfully diversifying into everything from coolers to suitcases to backpacks.

But amid all these green lights, McConkey saw a red flag. It took the form of a mounting number of soft-tissue injuries resulting from the processes (especially the literal heavy lifting) required to manufacture such products.

Desiring to ward off such injuries, he knew he would need some help, and also knew just who to call — meaning this wasn’t exactly a phone number he had to search to find.

That’s because he’d called it more than a few times before. Indeed, McConkey, Joe Kessler, and Patrick Carley go back a ways. The three were at Hasbro’s (now Cartamundi’s) sprawling manufacturing facility in East Longmeadow in the early ’90s. McConkey was director of manufacturing, Kessler was the in-house ergonomist, and Carley, a practicing physical therapist, joined him when the company decided to establish a physical-therapy clinic inside the plant to respond to the growing number of musculoskeletal-related injuries, now referred to as musculoskeletal disorders, or MSDs.

Shaun McConkey

Shaun McConkey, currently director of operations at Pelican Products, has called on the team at ECG on many occasions during his career in manufacturing.

Fast-forwarding a little, Carley left the clinic at Hasbro in 1996 to take a full-time faculty position at American International College. But the two continued to work together — often with Carley’s students — on projects to improve work processes and reduce the potential risks for MSDs.

One of their collaborative efforts was at the U.S. Tsubaki Automotive, LLC timing-chain-manufacturing facility in Chicopee, where McConkey, who was by then with that company as operations manager, sought their help with reducing and perhaps eliminating the threat of injuries related to the cleaning of a machine known as a ‘nut former.’

Their involvement led to the creation of a chest-resting bench — one we’ll hear much more about later — that speaks volumes about how a venture now known as Ergonomic Collaboration Group (ECG), LLC goes about its work.

It takes a scientific approach, said Dan Oliveira, environmental health and safety specialist at U.S. Tsubaki, one that engages employees in every step of the process and therefore achieves a critical volume of buy-in.

“They involved employees and helped them facilitate this change,” he explained. “That’s better than simply making a change and saying, ‘this is the way we’re doing things now.’ You’re having employees understand why that change is being made.”

The team at ECG, which now includes a third managing partner — Susan Lachowski, one of Carley’s students, who possesses a PhD in exercise physiology — intends to use this approach to extend its business portfolio well beyond Hasbro and Shaun McConkey’s career ladder.

And it is already moving strongly in that direction, adding clients ranging from the postal service to Merrill Lynch; from Hamilton Sundstrand to Riverside Industries.

Such growth is partly explained by the fact that ECG offers the right services at the right time — when employers, faced with ever-advancing technology and the ever-rising cost of doing business, want to fully exploit the former while perhaps reducing the latter, especially workers’ compensation costs.

For this issue and its focus on the modern office, BusinessWest talked with the team at ECG, as well as with some of those they’ve worked with and for, to identify potential problems and orchestrate solutions. You might call their endeavors in the field — as well as current efforts to grow their business — works in progress.

Stretching — the Truth

Kessler calls it simply the ‘blinking program,’ and no, it’s not what you might think.

Just as one’s eyes blink to keep them lubricated, the body’s muscles should blink to keep them from becoming stressed, or injured, he noted. But while eye blinking is mostly a reflex, or semi-automatic action, muscle blinking is not; it must be orchestrated, if you will.

Hence that word ‘program,’ which in this case refers to a regimen of movements designed just over a decade ago for employees at Hasbro while Kessler was still there and collaborating with Carley and some of his students on various projects.

The ‘chest rest’

The ‘chest rest’ at U.S. Tsubaki’s timing chain plant in Chicopee is an example of ECG working with a client to solve a potential problem.

“If you stretch five minutes before your shift starts and then don’t stretch for the rest of the day, how effective can that be?” Kessler asked. “So we instituted a ‘blink’ program; we designed a whole series of stretches that the employees could do discreetly, like when the line came down for a minute or if they were going to their break area.

“These were simple things, like shrugging the shoulders,” he went on, “just to stretch your muscles out and give them a break and let them breathe. The point was to do this several times a day, and we did it for the entire factory.”

Together, Kessler and Carley initiated a number of programs and initiatives for the game maker, many of them worthy of the descriptive phrase ‘state-of-the-art.’ That includes the physical-therapy clinic itself.

“We put it right inside the plant — if people got hurt, they went to medical, they were cleared and sent to physical therapy, which was right on the factory floor,” Carley said of the facility, established in 1991. “It was pretty forward-thinking stuff.”

And there was more of that to come, he went on, adding that he and Kessler were eventually assigned to the same committee at Hasbro that was charged not only with treating people after they were injured, but with developing strategies to keep them from getting injured in the first place.

“The committee tasked us with going out to the different work areas and try to determine what it was about the work process, the machine, or whatever it might be, to reduce exposure to injury,” he explained, adding that most problems were, contrary to popular belief, not with the back, but with upper extremities and arms.

“People were putting those packages of little green houses in boxes something like 4,000 times a day,” he told BusinessWest, before being corrected by Kessler, who said the number was probably closer to 15,000.

To reduce those injuries, the company, working on the advice of Kessler, Carley, and those they were working with, changed work processes (to reduce how far one would have to reach, for example), adjusted machines, instituted work rotations when needed, and, in some cases, changed or instituted policies, such as the limits placed on how many pounds employees would lift at a given time.

The initiatives at Hasbro would eventually yield accolades from OSHA , specifically, its Voluntary Protection Program (the company’s ergonomic program became the best practice in 2005). And in many ways, they laid the groundwork for the business that would become ECG.

“One thing led to another — we took some of the things we learned at Hasbro and applied them at Hamilton Sundstrand or at the post office, for example,” said Carley. “Other companies were calling us, and we started getting into office ergonomics.”

ECG-LogoOne of the companies that called was the Springfield office of Merrill Lynch, which was having some issues with new information technology.

“They changed over to flat screens, and when they put those screens up, they left the keyboards over here,” he said, using his hands to show there was some distance between the two. “And they were wondering why people’s necks were hurting them. They said, ‘you need to help us figure this out.’”

Documented success with helping a host of clients figure things out has been a key ingredient in the company’s efforts to grow its portfolio, he went on, citing U.S. Tsubaki’s chest-resting bench as a perfect example.

Body of Evidence

Bringing this seemingly simple piece of equipment to reality — meaning everything from its design to its implementation — came about through a scientific, or academic (but also collaborative) approach that enabled the employees who would be using it to play a huge role in its development.

Kessler calls it “engineering a problem out.”

It all begins with observation, interviews with employees, and other steps to pinpoint problems and also problems in the making — in every sense of that phrase. Then comes the work to devise a solution. As Oliveira mentioned, employees were front and center during that step as well.

Backing up a bit, he said employees were previously required to bend over these machines, unsupported, for long stretches as they cleaned them, presenting a risk for back injuries. Also, as they bent over, they were supporting themselves by putting one hand on an oily surface, presenting the possibility of acute injury.

“ECG enabled us to be proactive about this, rather than reactive,” he said, “and say, ‘there’s the potential for injury here, and we want to resolve it before anything happens.’”

The chest-resting bench not only reduces the threat to back injury, but it also improves productivity, said Carley, adding that Tsubaki now plans to put it into use worldwide.

But while responding to problems related to workplace injuries with engineering solutions is a big piece of ECG’s workload, keeping employees healthy, limber, and thus more out of harm’s way is also part of the equation, and it will only grow in significance in the future, said Carley.

And the addition of Lachowski, who focuses on using exercise science to improve work efficiency and safety, effectively “closes the circle,” as he put it, and enables ECG to provide a comprehensive roster of services, including prevention.

“My focus is on proper biomechanics and keeping the employee healthy through physical activity,” she explained. “If we can do that, we can reduce the threat of injury.”

As an example, she noted how ECG helped Riverside Industries — which provides services including life-skill development, rehabilitation, and employment options to adults living with developmental disabilities — to attain a grant from the Mass. Department of Industrial Accidents. It is being used for safety training for all employees involved in client handling, transfers, and transportation.

The program includes progressive stretching and exercising, in addition to a ‘train-the-trainer’ program to continue the safety efforts, she went on, adding that such efforts are critical to creating a culture focused on safety.

At Pelican, a train-the-trainer initiative will be part of a comprehensive response that is still in the formative stage, said Kessler, adding that stretching and exercise programs will likely be accompanied by changes in production processes to reduce exposure to injury.

In many ways, work at the Pelican plant illustrates the full range of ECG’s services and its efforts to customize solutions for clients.

“We have an educational approach to every project that we do, and we tailor each project to the company itself, because one size doesn’t fit all,” said Lachowski. “We really want to educate the workers, as well as the companies, and give them the tools to continue on after we’ve left.

“Our approach isn’t to go in and say, ‘this is the way to do it; you should it our way,’” she went on. “Many people don’t respond to that. That’s why we observe and ask questions, and do a comprehensive educational piece, so they’re in the driver’s seat.”

Looking ahead and toward where this company might go — in terms of what he anticipates will be controlled growth, but also specific assignments — Carley said the modern office and modern manufacturing facility are laden with potential ergonomic issues and potential problems.

Indeed, at a time when many professionals work with not one computer screen in front of them, but two or even three, attention must be paid to everything from where they’re positioned to their height off the desk.

And that’s just one small example of the importance of ergonomics today, said Kessler, noting that, as more individuals spend eight, 10, or 12 hours a day at a desk, attention must be paid to how they’re doing all that work and how it might impact everything from their vision to their back — to their productivity.

Which brings him back to that notion of ‘muscle blinking’ he described, a concept that encompasses everything from stretching before and during work to getting up and walking around, to perhaps not sitting at all and instead investing in a standing desk.

“When people are healthier, productivity is better, quality is better — if you’re sitting on a line and not feeling well, how good is the product? — it’s all interwined,” said Kessler in summing things up.

Limber Yard

As he talked about ECG, its reason for being, and its enormous potential as an entrepreneurial venture, Kessler summoned some numbers that put matters in perspective in a manner all business owners and managers could appreciate.

“There’s a rule of thumb out there that we used to use … if you have a $140,000 shoulder operation, and you’re a self-insured company, you have to sell 10 times that amount in product to make that up, because all that comes off your bottom line,” he said. “The most important thing is keeping people healthy, obviously, but by doing so, companies can save themselves a lot of money.”

Those numbers, and that reality, speak to why there is ever-increasing attention being paid to workplace wellness, if you will, and the broad realm of ergonomics.

And they also explain why the future appears extremely bright for a venture that has problem solving in the modern office down to a science — literally.

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

Retirement Planning Sections

Taking a Long View

Siobhan Matty

Siobhan Matty says Millennials understand their financial challenges, from a shaky job market to high college debt to uncertainty about Social Security, and are planning for the future accordingly.

Older generations hold quite a few negative stereotypes about the youngest cohort in the workforce. If surveys and statistics are to be believed, however, Millennials may be doing better than their predecessors at getting an early start on retirement savings. Much of this is simply a response to a barrage of anxieties thrown their way, from skyrocketing college debt and a sluggish job market to the disappearance of pensions and uncertainty about Social Security. Increasingly, young professionals understand that building a secure retirement is their responsibility — and the sooner they start, the better.

“They’re quite aware of what they’re going through.”

David Bowie’s famous observation about young people from “Changes,” illuminating the generation gap he observed, is still applicable 45 years after the song was written.

Take, for example, the issue of saving for retirement. If the older generations have an image of Millennials — the generation now between ages 16 and 36, and numbering more than 75 million — as flighty and irresponsible with their financial strategy, the raw numbers tell a different story.

According to the Transamerica Center for Retirement Studies, in its 2016 survey titled “Perspectives on Retirement: Baby Boomers, Generation X, and Millennials,” today’s Millennials started saving for retirement at a median age of 22, and 72% are currently saving through a company-sponsored 401(k) or similar plan, or a plan outside the workplace.

Perhaps more strikingly, 40% of Millennials actually increased their contribution to a 401(k) or similar plan in the prior 12 months, compared to 30% of Gen-Xers.

The numbers don’t surprise Siobhan Matty, a Millennial herself who works with numerous clients in her peer group as a relationship manager at St. Germain Investments in Springfield. She says young professionals are anxious about the solvency of Social Security — according to the Transamerica Center survey, 81% of Millennials believe the entitlement will not be there where they retire — as well as a difficult job market, the near-disappearance of company pensions, and what happened to their parents’ savings in the financial crash of 2008.

Quite aware, indeed.

A keen interest in retirement savings, Matty said, “goes hand in hand with the anxiety about not having a pension or the Social Security income their parents or grandparents may have gotten. They understand they can’t necessarily rely on the government to secure that kind of funding in retirement.”

Jean Deliso, principal at Deliso Financial and Insurance Services in Agawam, said it helps to understand the unique burdens Millennials are strapped with.

“The job market is terrible,” she said. “They’ve got crazy educational costs; they’re coming out of college with more debt than ever. It’s like a mortgage. And that puts more pressure on them to wait on housing. I feel bad for them.”

Deliso also noted the issue of Social Security, and the prospect of it not being available to today’s young workers when they retire decades from now. But there’s a silver lining to this cynicism because it forces Millennials to think more deeply about what they need to do to secure their own future.

Millennials get a bad reputation for being slackers, for not particularly having a good work ethic. But they came out of college into a weak job market, and they understand the importance of establishing savings, or at least working toward that goal.”

“They say, ‘I need to think more about myself because Social Security is not going to be stable,’” she explained. “Plus, the companies their grandparents worked for, and maybe their parents, had pensions; they worked for 35 years, then got a pension, plus Social Security, and they were safe. But a pension is hard to come by anymore. Millennials have some real challenges. So, what should they do about it?”

To help answer that question, several investment experts spoke with BusinessWest about what a 20- and 30-somethings should be considering as they ponder a retirement that isn’t as far away as it may seem.

Savings First

Matty’s simplest advice is to save as much as possible. But that takes discipline, and is easier said than done.

The stock market may be prone to short-term volatility, she said, but young people can feel confident of the longer-term view when considering whether to invest.

“The other thing would just be contributing to whatever plan you have at work,” she said. “We don’t usually have pension plans available to us, so if you can do anything in your workplace to contribute to a plan, that’s important to establishing that savings habit. If you have a habit in place, it’s a lot easier to continue doing it.”

One benefit of automatic deductions is psychological, she noted. “If you don’t see it, you can’t touch it. Then, you can look at what you need to pay your debts. After that, work on what else you can safely put away, and make a budget for what you can spend. Luxuries are great, but that’s what they are, luxuries; they’re not necessities.”

Jean Deliso

Jean Deliso says a key savings strategy — not just for Millennials, but for everyone — is to “pay yourself first.”

Deliso said any financial plan for young people — or anyone, really — begins with one basic step: “pay yourself first.” In other words, savings should be the first expense to come out of one’s earnings.

“Get into an employer-sponsored plan as soon as possible,” she said, “and if there’s a match, get that match, so you’re not losing free money.” Another option would be to open an IRA, preferably with a Roth component ensuring that withdrawals later in life aren’t taxed.

Millennials understand the importance of these vehicles; according to the Transamerica Center survey, 55% of them expect such self-funded accounts to be their primary source of retirement income, and 75% would like more information from their employers on how to achieve their retirement goals.

Deliso noted that people don’t keep one job anymore, but may hold seven, 10, or even more over a lifetime, and it’s important to keep rolling employer-sponsored plans into new plans as they change jobs.

The next step, after contributing to retirement savings, is to determine what bills must be paid each month and what expenses can be trimmed, and that takes budgeting and self-control, she went on. “The bottom line, and the most important thing for Milliennials or anyone else, is to live within your means. Don’t take an apartment that takes 75% of your income. You want to have positive cash flow, because that allows you to have savings, and that brings financial success.”


List of Financial Services/Brokerage Firms in Western Mass.


Positive cash flow can begin with the simplest of steps, Deliso added, such as not spending $4 on coffee four times a week. “Put that $15 in your 401(k) plan. Put it in right from your paycheck, and you’ll never miss it. Say, ‘I’m going to pay for my future first.’ Many people’s greatest fear is that they’ll run out of money. You don’t know how long you’re going to live. But you can push that fear away if you plan accordingly.”

It shouldn’t be a hard sell, said Kate Kane, managing director and wealth management advisor with Northwestern Mutual, who cited research showing that 25- to 34-year-olds are cautious, yet confident, and, more importantly, future-focused and resourceful. So while investment professionals need to take into account their short-term goals and the challenges of their current financial situation — which often include significant college debt — they also need to demonstrate how solid planning can positively impact their life both now and years in the future.

A starting point, she noted, addresses how saving and planning begins with a budget and eliminating debt. Then, moving forward, they can address mid- and long-term goals.

“Since most Millennials came of age or began their careers at the time of the Great Recession,” Kane added, “they tend to be more financially risk-averse than previous generations and are very connected to the idea of planning as a means to manage risk.”

The debt issue is a key one, she added. According to Bankrate, just 40% of Americans age 18-29 pay off their entire credit-card bill each month, compared with 53% of those 30 and up. Some of that may be chalked up to experience: a survey by the Financial Industry Regulatory Authority reveals that only 30% of older Millennials (ages 27 to 34) and just 18% of younger ones (ages 18 to 26) have an understanding of basic financial concepts, including how to manage their saving and spending.

Running Out of Time

To be sure, retirement savings are not a Millennial issue; they’re a problem for everyone. And ‘problem’ is the right word. According to a recent Economic Policy Institute survey, the median total retirement savings among the 56-61 age group is just $17,000. For the 50-55 group, it’s less than half that, $8,000. Americans simply aren’t saving enough — not even close. Millennials have a chance to start earlier and do a better job.

“Moreso than prior generations, Millennials experience more pressure to save,” Matty said. “Obviously, corporate pension plans don’t exist anymore, and there are questions as to whether Social Security will exist, or at what ages they’ll be able to take from it or how long they’ll need to work for it.”

But Millennials were also jolted by the crash of 2008, which occurred, for many of them, during their teen years. It was sobering for them, even though they weren’t yet in the work world, and established a foundation of mistrust in the entire economic system.

As a result, she said, Millennials are more likely than past generations to continue living at home into their mid- to late 20s — not because they’re lazy, but because they want to build a base of savings instead of piling more debt on top of their exorbitant college loans.

“It’s an interesting change,” Matty said. “Millennials get a bad reputation for being slackers, for not particularly having a good work ethic. But they came out of college into a weak job market, and they understand the importance of establishing savings, or at least working toward that goal.”

According to the Transamerica Center report, 22% of Millennials say they “frequently” discuss saving and planning for retirement with family and friends, compared with just 10% of Generation X and Baby Boomers — a counterintuitive statistic, to be sure. Indeed, starting the conversation too late has put many a 40-something worker — by now dealing with mortgages and college expenses for their own children — well behind the savings they need to achieve.

In this new world, Matty said, there’s no replacement for making — and sticking to — a plan.

“People don’t necessarily have the same career for 40 years anymore, and they don’t have the same pension they once had,” she reiterated. “In your mid-20s, you have 40 to 50 years to retirement. Start planning while time is on your side.”

Joseph Bednar can be reached at [email protected]