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W W W. M A I N E B I Z . B I Z 7 JA N UA R Y 8 , 2 0 2 4 N O T E W O R T H Y S O U T H E R N Partners Bank in Sanford said its em- ployees donated $20,241 to the United Way of Southern Maine during a one- month fund-raising campaign. Opportunity Finance Network, a Washington D.C.-based national finan- cial intermediary and membership network of community development finance institutions and mission-driven community lenders, committed $1.5 mil- lion in loans and grants from its Finance Justice Fund to Coastal Enterprises Inc. in Brunswick to support products and services that build climate resiliency, curb emissions and bring underinvested communities into the climate economy. The city of Portland was awarded a to- tal of $68,714 in grants from the Maine Historic Preservation Commission for five initiatives including $30,000 for the restoration of Lincoln Park Fence (Pear Street Frontage, Phase 1) and $25,000 to support the position of historic pres- ervation program manager. Swan Travel Network, an online booking service offering access to private resi- dences around the world, was launched by Barry Somes of Yarmouth. Skowhegan snags grant Main Street Skowhegan has been awarded $425,000 in federal fund- ing for the first phase of a regional economic development program that includes developing career pathways and apprenticeship programs in sectors from food and agriculture to out- door recreation. e grant, awarded by the U.S. Economic Development Administration, is for Phase 1 of the Revitalization of Central Maine Recompete Plan developed by a coali- tion led by Main Street Skowhegan. Only 22 projects were selected out of 400 submitted to the EDA's Distressed Area Recompete Pilot Program. 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 Maine Justice Foundation in Augusta awarded a total of $50,000 in grants from its Racial Justice Fund to six Maine groups for 2023. The goal of the fund is to support Black, Indigenous and People of Color statewide to forge social, systemic and economic solutions that will address racism and inequities in our culture, organizations and systems. Maine Realty Advisors of Portland opened an office at 175 Main St. in Hallowell. The Maine Math and Science Alliance in Augusta was awarded a $17,475 grant from onsemi as part of its Better Together Partnership. The funds will sup- port students with neurological differenc- es, such as dyslexia, ADHD, autism, and other learning disabilities, by developing inclusive mathematical learning environ- ments and activities that better prepare them for their future career choices. JAX sees decline in funding After a two-year peak fueled in part by COVID-related research, the Jackson Laboratory's grant funding in 2023 dropped 30% to an estimated $103 million. In 2022, the nonprofit M I D C O A S T & D O W N E A S T C E N T R A L & W E S T E R N C R E D I T S & D E B I T S Portland Jetport sees surge in holiday travel, in a year that's already up, up and away — Post-pandemic travelers bring glad tidings Main Street Skowhegan awarded $425K to boost regional economy — A downtown that's making a comeback Construction starts on seasonal housing units near Acadia National Park — A small, but needed contribution to the worker housing stock Two months after mass shooting, Lewiston-Auburn campaign aims to lure locals back to restaurants — A tragedy, followed by economic fallout After tough year, Maine's wild blueberry growers seek state tax relief — A small fruit with an even smaller profit margin Flooding, high winds rip through Maine, and it's not even winter yet — 'Grinch' storm brought dismal weather to holidays P H O T O / J I M N E U G E R A S K AC E A n s w e r e d b y D o n n a B r a s s a r d , S t r a t e g i e s + 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: What do you recommend as a customer retention strategy? ACE Advises: I do not like surprises, especially at work. Finding out that a valued client has gone elsewhere is a most unwelcome surprise. Clients have both explicit and implicit expectations. The explicit expectations, such as product, service, price, and delivery, are easy to identify. However, clients often have unspoken expectations. To retain their business, you must uncover and fulfill these expectations. I recommend a personal approach. Surveys may develop information, but meaningful conversations develop trust. Use these conversations with client to discover how they envision their relationship with you and your team. So, clients might leave due to insufficient attention, but they may also leave because of excessive attention. No one likes to be peppered with email solicitations disguised as news. On the other hand, most of us appreciate receiving information demonstrating the sender's understanding of what might be useful to our business. This understanding requires dialog. This means that you must identify what clients truly value. Determine whether they see you as a vendor or as a valuable asset and partner, and act accordingly. Assess the level of trust estab- lished with your clients and ensure your team is reliable and respectful of their time. Look for oppor- tunities to develop a closer relationship but be alert to signs that the time may not be right. Don't be misled by friendly behavior; dissatisfaction might remain unexpressed without a foundation of trust for open communication. Regular check-ins and authentic conver- sations can prevent surprises and foster a strong, lasting relationship with your clients. Donna Brassard, an ACE member and former publisher of Mainebiz, is owner of Strategies+, a business consulting firm that helps businesses maximize their potential. Learn more at strategiesplus.biz, and you can reach Donna at db55me@gmail.com

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