eMailMax 08/06/2011 : Page 1

ECRWSS Local Postal Customer ws Pa per. Ne Good Your August 6, 2011 www.MailMaxOnline.com simply going to the front page of our Chamber website at www.cornerstonechamber.com or to www.helpraisethebar.com, you can issue your own citation. The intent is to allow ser-vice providers to learn where mistakes are being made in order to correct them, or on the plus side, where retail and hospitality staff are shining brightly. Since its inception, we have received 115 citations. 59 cited great service Dr. Robert Flood O.D., P.C. and 56 reported lousy service. In the retail sec-Eye Injury -Glaucoma Dry Eyes Infections tor fully 60% of -the citations were for above and beyond service. In the service sector, 53% liked the service they got. Unfortunately, in the important hospitality sector which includes the critical dining and lodging industries, 56% of the citations were for lousy customer experi-ences. Citations can be issued regarding any company whether they are a member of the Chamber or not. In fact, only 41% of the total citations were for current chamber members. The more that we all keep an eye on how our individual customer service stands up, the bet-ter we will be prepared to welcome the teem-POSTMASTER: Please deliver on August 6, 2011 Volume 12, Ver. 32 Moody on The Market MOODY Continued from page 1 L ess than 300 days from now, the world will be at our doorstep here in Michigan’s Great Southwest when we wel-come viewers from across the globe to the 73 rd Senior PGA Championship presented by KitchenAid at the Golf Club at Harbor Shores. In addition to that huge television audience, tens of thousands of people are expected to descend upon the local communi-ty, filling our hotel and motel beds, enjoying the myriad dining and recreational opportuni-ties that our friends and neighbors offer and beyond. Hundreds of volunteers have already signed up to help make it a world class event for everyone attending. Dozens of prospective sponsors have enjoyed a Taste of the Championship at the Jack Nicklaus Signature Golf Course in Benton Harbor, and if you hurry to the pro shop at M-Tec on Klock Road, you can get a peek at what the first class sponsor suites will look like when they are placed behind the 15 th green next Memorial Day weekend. Plans are for the championship to return again in 2014 for an encore performance. How many of next year’s visitors will return for that encore will largely depend on you and me and many of the rest of our neighbors who will be in the limelight. In my role as the head of the Cornerstone Chamber of Commerce we have been focus-ing for several years on the quality of cus-tomer service across the region. Far too often we were hearing horror stories from visitors to the area who were treated very poorly during their time here. Over the past several years, we have enjoined several super star providers of quality service to the market to help teach the local work force how to provide a quality customer experience every time. We have employed the skills and magic of Walt Disney, the Ritz-Carlton company and others to help enhance a culture of quality on the local scene. We have worked with Lake Michigan College and others for educational options to get the word out. Now, a Community Showcase Committee is working closely with the Senior PGA team to assure that we’ve got all the bases covered when it comes to creating a magical and memorable visit not just for the Championship next spring but for everyday visitors to this great place that we all call home. Another method that we instituted some time back that you, as customers yourselves, can utilize to continually encourage service providers to keep raising the bar on quality customer service, is called the Customer Citation program. It allows you to be the “traf-fic cop” catching the people who wait on you daily doing something wrong…or for that mat-ter, catching them providing outstanding ser-vice above and beyond the call of duty. By Continued on page 7 M oody Pat Dr. Flood’s VISION CENTER ing masses next spring and beyond. Will your company be ready to capitalize on these great opportunities and make your visitors want to come back time after time? It is never too soon to get to the business at hand…the clock is ticking. There’s one new business in town that will undoubtedly do everything possible not to rub you the wrong way. Eva Borcherding has officially launched Alpha Wave Massage and Wellness Center at 607 Market Street in St. Joseph. Just a block away from the library, Eva’s new business helps to punctuate the warm and celebrated Michigan summer way to rest, relax, and rejuvenate. Eva is a licensed massage therapist who completed her training at the Arizona School of Massage Therapy in Phoenix in 2009. That’s the nationally accred-ited institution that has provided training for therapists at five-star resorts and cruise ships around the world. The new Alpha Wave Center offers a wide range of massage in a clean and comfortable setting from a simple 15-minute chair massage to reflexology and medical massage, all the way up to the full 90-minute resort-style gift package. Eva tells me that her clients are often amazed at how revitalized and refreshed they feel after their session. You’ll find Eva in the house Monday through Thursday from 11am until 7pm and Fridays and Saturdays from 10am until 6pm. Stop by for a colorful brochure offering lots of information and a number of Flights of Fancy massage package offerings. Congratulations, Eva…and best of luck with your new venture. Continued on page 8 ing performance by the Benton Harbor Drumline! The new store brings 40-thousand second year of the walk which was a huge suc-Nestor Galla has been performing his square feet of the former Jewel-Osco building cess a year ago with more than 400 participants personal magic for local clients for a little over back into productive selling, owned by Jim who raised over $30,000.00. The walk begins a year now in Southtown St. Joseph at his Paul and under the management of Mark and ends at the retirement home overlooking business called Galla Design. Galla is a pro-Olson. At the Grand Opening, Slumberland Lake Michigan, with a 9am registration that fessional tailor by trade, who has worked for donated 40 twin size bed sets to be divided day and the walk at 10am. In addition to the the likes of Barney’s of New York, Benetton, amongst Child & Family Services, Women’s walk, there will be games, a new promise gar-and others in the Chicago retail arena. In order Shelter, Harbor Habitat for Humanity, the den, and a tribute ceremony to honor and to afford his children the opportunity to attend Salvation Army and the Boys & Girls Club. remember those affected by the disease. You the Andrews Academy, he elected to establish The store continues a Grand Opening sales can actually pre-register at www.alz.org/mglc. Immediately following the walk, Kelly’s United his own tailor shop at 712 Midway Avenue in event storewide through the end of August. Just ahead of the Slumberland ribbon, Senior Resources will present the 2011 Senior St. Joseph. Galla performs high quality altera-tions, but is also renowned for his custom ceremonies opening the new Russell Cellular Lifestyle Expo to Benefit the Walk to End made men’s suits which he crafts from scratch. Store at 4070 Red Arrow Highway in St. Alzheimers. That event will run from 1 until held. It marks Russell’s *Some restrictions apply second 6pm at The Whitcomb with more than 30 In his design shop, you can study hundreds of Joseph were fine men’s fashions and styles, as well as doz-store in Berrien County, inasmuch as they exhibitors on hand. It’s a free event with ens of material samples. A hand-crafted men’s have been operating for a while in Niles as catered food, door prizes and even karaoke! suit typically takes him from 4 to 6 weeks to well. Actually, this new wireless store featur-Sign up today! nd Next Saturday, August 13 th , from 10am create with at least 3 to 5 fittings with you, the ing the Verizon brand, is the 172 location for Russell Cellular, which operates in 9-states until 5pm, the Coloma FOP Lodge will play client. His wife currently works at Lakeland, but is also an accomplished dressmaker. You across the nation with more than 550 employ-host to Greyt Hounds…Greyt Lakes…Greyt Wines as a major fundraiser for canine cancer. will find Galla Design open for business from ees. Plus more at www.russellcellular.com. Congratulations are in order for Ken & Raffles, auctions, games, vendors, wine tasting, 9am until 6pm Monday through Friday or by Inserts & Promotions special appointment if you wish. You can reach Julie Wuerfel of St. Joe. As owners and cider, u-pick fruit, nail trimming and more will operators of The Cleaning Authority fran-be the order of the day for this “greyt event” at Nestor at 983-0289 or www.gallasdesign.com. Harding’s Friendly Markets chise for our area, is a publication Far was Ahead Advertising, Inc. the couple recently received 3470 Angling Road in Coloma. That’s just off There MailMax is little doubt left, if ever of there a Mark of Excellence Award from the corpo-of I-94 for easy access. Register online today at any, that the sparkling new Concord Ridge Martin’s Super Markets 2202 Plaza Drive Benton Harbor, MI 49022 Equestrian Center in Royalton Township rate headquarters in recognition of customer http://3g.rockyourpets.com so that they have chocolate greyhounds for everybody, will be a considerable Phone: draw. Last 269.934.7522 weekend’s service and cleaning quality. The award was enough Jets Pizza ribbon cutting was followed by an hour long delivered during a national convention in St. and counts for food orders and the like. FAX: 269.934.3297 Last, but not least, don’t forget that today, performance horse show, and the meadow Louis. At Home email: publisher@farahead.com Also in the Winner’s Circle of late is Saturday, August 6 th , is the day for lots of adjacent to the center was virtually filled with www.MailMaxOnline.com •www.facebook.com/eMailMax South Shore Health & Racquet Club action including the Chalk the Block on the the vehicles of hundreds of people who turned out for the free performance. Owner Ron Director of Tennis Mark Ficks. Mark has Bluff Festival in St. Joseph, the Coloma Schults enjoyed a spectacular turnout along been selected as the Western Michigan Glad-Peach Festival in Coloma, and the with his new Director of Operations Melissa District Cup Coach for the 12-and-under divi-Benton Harbor Auto Fest Car Show in the MOODY Continued from page 8 2603 Niles Ave., St. Joseph, MI • www.govision.com 269-408-8762

Moody on The Market

Pat Moody

Less than 300 days from now, the world will be at our doorstep here in Michigan’s Great Southwest when we welcome viewers from across the globe to the 73rd Senior PGA Championship presented by KitchenAid at the Golf Club at Harbor Shores. In addition to that huge television audience, tens of thousands of people are expected to descend upon the local community, filling our hotel and motel beds, enjoying the myriad dining and recreational opportunities that our friends and neighbors offer and beyond. Hundreds of volunteers have already signed up to help make it a world class event for everyone attending. Dozens of prospective sponsors have enjoyed a Taste of the Championship at the Jack Nicklaus Signature Golf Course in Benton Harbor, and if you hurry to the pro shop at M-Tec on Klock Road, you can get a peek at what the first class sponsor suites will look like when they are placed behind the 15th green next Memorial Day weekend. Plans are for the championship to return again in 2014 for an encore performance. How many of next year’s visitors will return for that encore will largely depend on you and me and many of the rest of our neighbors who will be in the limelight. In my role as the head of the Cornerstone Chamber of Commerce we have been focusing for several years on the quality of customer service across the region. Far too often we were hearing horror stories from visitors to the area who were treated very poorly during their time here. Over the past several years, we have enjoined several super star providers of quality service to the market to help teach the local work force how to provide a quality customer experience every time. We have employed the skills and magic of Walt Disney, the Ritz-Carlton company and others to help enhance a culture of quality on the local scene. We have worked with Lake Michigan College and others for educational options to get the word out. Now, a Community Showcase Committee is working closely with the Senior PGA team to assure that we’ve got all the bases covered when it comes to creating a magical and memorable visit not just for the Championship next spring but for everyday visitors to this great place that we all call home. Another method that we instituted some time back that you, as customers yourselves, can utilize to continually encourage service providers to keep raising the bar on quality customer service, is called the Customer Citation program. It allows you to be the “traffic cop” catching the people who wait on you daily doing something wrong…or for that matter, catching them providing outstanding service above and beyond the call of duty. By simply going to the front page of our Chamber website at www.cornerstonechamber.com or to www.helpraisethebar.com, you can issue your own citation. The intent is to allow service providers to learn where mistakes are being made in order to correct them, or on the plus side, where retail and hospitality staff are shining brightly. Since its inception, we have received 115 citations. 59 cited great service and 56 reported lousy service. In the retail sector fully 60% of the citations were for above and beyond service. In the service sector, 53% liked the service they got. Unfortunately, in the important hospitality sector which includes the critical dining and lodging industries, 56% of the citations were for lousy customer experiences. Citations can be issued regarding any company whether they are a member of the Chamber or not. In fact, only 41% of the total citations were for current chamber members. The more that we all keep an eye on how our individual customer service stands up, the better we will be prepared to welcome the teem ing masses next spring and beyond. Will your company be ready to capitalize on these great opportunities and make your visitors want to come back time after time? It is never too soon to get to the business at hand…the clock is ticking.<br /> <br /> There’s one new business in town that will undoubtedly do everything possible not to rub you the wrong way. Eva Borcherding has officially launched Alpha Wave Massage and Wellness Center at 607 Market Street in St. Joseph. Just a block away from the library, Eva’s new business helps to punctuate the warm and celebrated Michigan summer way to rest, relax, and rejuvenate. Eva is a licensed massage therapist who completed her training at the Arizona School of Massage Therapy in Phoenix in 2009. That’s the nationally accredited institution that has provided training for therapists at five-star resorts and cruise ships around the world. The new Alpha Wave Center offers a wide range of massage in a clean and comfortable setting from a simple 15-minute chair massage to reflexology and medical massage, all the way up to the full 90-minute resort-style gift package. Eva tells me that her clients are often amazed at how revitalized and refreshed they feel after their session. You’ll find Eva in the house Monday through Thursday from 11am until 7pm and Fridays and Saturdays from 10am until 6pm.<br /> <br /> Stop by for a colorful brochure offering lots of information and a number of Flights of Fancy massage package offerings. Congratulations, Eva…and best of luck with your new venture.<br /> <br /> Nestor Galla has been performing his personal magic for local clients for a little over a year now in Southtown St. Joseph at his business called Galla Design. Galla is a professional tailor by trade, who has worked for the likes of Barney’s of New York, Benetton, and others in the Chicago retail arena. In order to afford his children the opportunity to attend the Andrews Academy, he elected to establish his own tailor shop at 712 Midway Avenue in St. Joseph. Galla performs high quality alterations, but is also renowned for his custom made men’s suits which he crafts from scratch. In his design shop, you can study hundreds of fine men’s fashions and styles, as well as dozens of material samples. A hand-crafted men’s suit typically takes him from 4 to 6 weeks to create with at least 3 to 5 fittings with you, the client. His wife currently works at Lakeland, but is also an accomplished dressmaker. You will find Galla Design open for business from 9am until 6pm Monday through Friday or by special appointment if you wish. You can reach Nestor at 983-0289 or www.gallasdesign.com. <br /> <br /> There is little doubt left, if ever there was any, that the sparkling new Concord Ridge Equestrian Center in Royalton Township will be a considerable draw. Last weekend’s ribbon cutting was followed by an hour long performance horse show, and the meadow adjacent to the center was virtually filled with the vehicles of hundreds of people who turned out for the free performance. Owner Ron Schults enjoyed a spectacular turnout along with his new Director of Operations Melissa Ashcraft and multiple performers. The stateof- the-art, full-service equestrian facility which provides horse boarding, lessons and training in a broad array of services is unique to the Midwest and can be found at 5200 S. M-139 in Royalton Township.<br /> <br /> One day before the Concord Ridge ribbon, dignitaries sliced the bow on the new Slumberland Furniture Store in Benton Charter Township. The new shop entered the market with a huge splash complete with major donations to several local charities and a rousing performance by the Benton Harbor Drumline! The new store brings 40-thousand square feet of the former Jewel-Osco building back into productive selling, owned by Jim Paul and under the management of Mark Olson. At the Grand Opening, Slumberland donated 40 twin size bed sets to be divided amongst Child & Family Services, Women’s Shelter, Harbor Habitat for Humanity, the Salvation Army and the Boys & Girls Club. The store continues a Grand Opening sales event storewide through the end of August.<br /> <br /> Just ahead of the Slumberland ribbon, ceremonies opening the new Russell Cellular Store at 4070 Red Arrow Highway in St. Joseph were held. It marks Russell’s second store in Berrien County, inasmuch as they have been operating for a while in Niles as well. Actually, this new wireless store featuring the Verizon brand, is the 172nd location for Russell Cellular, which operates in 9-states across the nation with more than 550 employees. Plus more at www.russellcellular.com.<br /> <br /> Congratulations are in order for Ken & Julie Wuerfel of St. Joe. As owners and operators of The Cleaning Authority franchise for our area, the couple recently received a Mark of Excellence Award from the corporate headquarters in recognition of customer service and cleaning quality. The award was delivered during a national convention in St. Louis.<br /> <br /> Also in the Winner’s Circle of late is South Shore Health & Racquet Club Director of Tennis Mark Ficks. Mark has been selected as the Western Michigan District Cup Coach for the 12-and-under division which competed in Indianapolis last month and took third place in the North Central U. S. region. Local 10-year old tennis player, Lydia Aungst competed on the team having been selected by the U.S. Tennis Association.<br /> <br /> My friend Kelly Roggow, who serves as Regional Vice President of United Senior Resources in South Bend, serving Northern Indiana and Southwest Michigan, has asked me to tell you about the St. Joseph Walk to End Alzheimers coming up on August 21st at The Whitcomb in St. Joe. This will mark the second year of the walk which was a huge success a year ago with more than 400 participants who raised over $30,000.00. The walk begins and ends at the retirement home overlooking Lake Michigan, with a 9am registration that day and the walk at 10am. In addition to the walk, there will be games, a new promise garden, and a tribute ceremony to honor and remember those affected by the disease. You can actually pre-register at www.alz.org/mglc. Immediately following the walk, Kelly’s United Senior Resources will present the 2011 Senior Lifestyle Expo to Benefit the Walk to End Alzheimers. That event will run from 1 until 6pm at The Whitcomb with more than 30 exhibitors on hand. It’s a free event with catered food, door prizes and even karaoke! Sign up today!<br /> <br /> Next Saturday, August 13th, from 10am until 5pm, the Coloma FOP Lodge will play host to Greyt Hounds…Greyt Lakes…Greyt Wines as a major fundraiser for canine cancer. Raffles, auctions, games, vendors, wine tasting, cider, u-pick fruit, nail trimming and more will be the order of the day for this “greyt event” at 3470 Angling Road in Coloma. That’s just off of I-94 for easy access. Register online today at http://3g.rockyourpets.com so that they have enough chocolate greyhounds for everybody, and counts for food orders and the like.<br /> <br /> Last, but not least, don’t forget that today, Saturday, August 6th, is the day for lots of action including the Chalk the Block on the Bluff Festival in St. Joseph, the Coloma Glad-Peach Festival in Coloma, and the Benton Harbor Auto Fest Car Show in the Benton Harbor Arts District. Summer continues full tilt across Michigan’s Great Southwest.<br /> <br /> That’s all for this week kids. Have a great weekend…and we’ll see you next Saturday, right here in MailMax!<br /> <br />

Mac Players Bar & Grille

 

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