Mainebiz

W W W. M A I N E B I Z . B I Z 11 A P R I L 5 , 2 0 2 1 tradition. Norman "Butch" and Donna Towle sold the business after it spent five years on the market, to Richard Chadbourne, who last year bought Freeport Hardware. Dennis Wheelock of Magnusson Balfour KW Commercial-Keller Williams Realty brokered the transaction. "It doesn't happen every day that a hundred-year-old busi- ness sells," Wheelock told Mainebiz. Established in 1911, it's a long-time institution in the community run by the same family for four generations. A rebuild in 2008 provided up-to- date premises and technology. N O T E W O R T H Y C E N T R A L & W E S T E R N The U.S. Department of Agriculture's Electric Infrastructure Loan and Loan BATH SAVINGS TRUST COMPANY IS A WHOLLY-OWNED SUBSIDIARY OF BATH SAVINGS INSTITUTION. BATH SAVINGS TRUST COMPANY IS A WHOLLY-OWNED SUBSIDIARY OF BATH SAVINGS INSTITUTION. INVESTMENT PRODUCTS ARE NOT INSURED BY THE FDIC, ARE NOT DEPOSITS OR OBLIGATIONS OF INVESTMENT PRODUCTS ARE NOT INSURED BY THE FDIC, ARE NOT DEPOSITS OR OBLIGATIONS OF THE BANK, AND ARE NOT GUARANTEED BY THE BANK. INVESTMENT PRODUCTS ARE SUBJECT THE BANK, AND ARE NOT GUARANTEED BY THE BANK. INVESTMENT PRODUCTS ARE SUBJECT TO INVESTMENT RISK, INCLUDING THE POSSIBLE LOSS OF PRINCIPAL. PAST PERFORMANCE TO INVESTMENT RISK, INCLUDING THE POSSIBLE LOSS OF PRINCIPAL. PAST PERFORMANCE IS NOT AN INDICATION OF FUTURE RESULTS. IS NOT AN INDICATION OF FUTURE RESULTS. Investments Designed with You in Mind Bath Savings Trust Company is pleased to welcome Danielle Lavache, Trust Officer and Vice President, to our investment management team. Danielle has been in the trust and investment business since 2007, and has held the Certified Trust and Financial Advisor (CTFA) designation since 2010. At Bath Savings Trust Company, we take pride in tailoring our services to meet your individual needs. We manage our clients' portfolios with personalize care, and offer sound, creative strategies that produce results. For more information, call 207-443-6296. bathsavings.com Danielle M. Lavache Vice President, Trust Officer A S K AC E A n s w e r e d b y P r i s c i l l a H a n s e n M a h o n e y , B l a z i n g T r a i l s C o a c h i n g The Association for Consulting Expertise (ACE) is a non-profit association of independent consultants who value "Success through Collaboration." The public is welcome to attend its regular meetings to share best practices and engage with industry experts. For more information go to www.consultexpertise.com. Q: I'm worried that we've lost customer engagement during the pandemic. What can we do to enhance customer experience during and post COVID-19? ACE advises: If you have a "Customer Journey Map," find it. If you don't, now is a terrific time to create one. A Customer Journey Map is a powerful way to find pain points and opportunities in your customer experience which is more important now than ever. A Customer Journey Map tracks your relationship with your customer through time from first encounter to the conclusion of a proj- ect. At the same time, it tracks the customer's progress from problem identification through resolution. As your customers try to keep up with a rapidly changing world, the map will help you identify what matters most to your customers, anticipating their needs, and meeting them with the right solutions, at the right time. While revising or creating your Customer Journey during COVID, ask yourself "What changed for our business? What changes are going to become permanent? What changes do our customers like? What changes do they dislike?" One thing to keep in mind is most business leaders agree that current business models today will be unrec- ognizable in the next five years, and the pandemic has forever changed the customer experience. Using a tool such as the Customer Journey will help you stay current with your customers buying behaviors. These behaviors will become newly established patterns, and these patterns will define your post-COVID buyer personas. Of course, mapping out a strategy is useless unless you create action plans to bolster change — after all, change is the only thing we can count on in the foreseeable future. Pricilla Hansen Mahoney is the founder of Blazing Trails Coaching, a business management consulting firm in South Portland, helping service- based businesses grow, profit and succeed with the right plan, the right process and the right people. She is ACE's immediate past president. Priscilla can be reached at priscilla@blazingtrailscoaching.com For more on this topic, see Tom's ACE blog post "Navigating your Customer Journey" at youtu.be/uvPK4gRYy_U @ A Customer Journey Map is a powerful way to find pain points and opportunities in your customer experience

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