Chamber Newsletter March 2010

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10 Customer Service NO NO’s

By Nancy Friedman

March 2010

Throughout the years, we at Telephone Doctor have gathered up all sorts of information using surveys and finding things that frustrate customers. From these lists we have been able to bring you the vignettes in our DVD programs. And that’s what makes Telephone Doctor programs so ‘real.’ It’s because they are. The segments produced within the DVDs aren’t ‘made up’ – they’re from YOU. Things, events and situations that have happened to you, me or we have witnessed. Often times I’ve had things happen in a service situation that I know if we produced, people would think, “Oh no, nothing as bad as that could ever happen.” But we know it does, right? So, this month we have of top Customer Service NO of things that the customer I’m sure there are more; as the top 10. 1. Employees are having a mood carries over in contomers. (Everyone has bad service employees need to selves.) 2. Employees hang up on (Ironclad rule: Never hang 3. Not returning phone calls sages, despite listing your your Website and/or in ads customers back as soon as returned on your behalf.) culled together a list NO’s; a combination doesn’t like. however, these rank bad day and their foul versations with cusdays, but customer keep theirs to themangry customers. up on a customer.) or voice-mail mesphone number on and directories. (Call you can, or have calls
Welcome New Executive Director of the Botanical Gardens, Ry Southard, with Lynelle Johnson.

4. Employees put callers on them first, as a courtesy. litely if you can put them on hold; very few will complain or say, “No way!”)

hold without asking (Ask customers po-

5. Employees put callers on a speakerphone without asking them first if it is OK. (Again: Ask first, as a courtesy.) 6. Employees eat, drink or chew gum while talking with customers on the phone. (A telephone mouthpiece is like a microphone; noises can easily be picked up. Employees need to eat their meals away from the phone. And save that stick of gum for break time.) 7. You have call waiting on your business lines, and employees frequently interrupt existing calls to take new calls. (One interruption in a call might be excusable; beyond that, you are crossing the “rude” threshold. Do your best to be prepared with enough staff for peak calling times.) 8. Employees forget to use the words “please,” “thank you” and “you’re welcome.” (Please use these words generously, thank you.) 9. Employees hold side conversations with friends or each other while talking to customers on the phone or they make personal calls on cell phones. (Don’t do either of these.) 10. Employees seem incapable of offering more than one-word answers. (One-word answers come across as rude and uncaring.)

From the Desk of...Debra De Graw, CEO

Page 2 • March 2010

Over the past quarter we had several inquiries about filming, which included commercials, print, and feature. We were pleased to have a catalog shoot for Eddie Bauer in November. The scout came out the month before and scouted a few counties, he was scouting Lake County as well as Mendocino County, and when he shared his photos with the Eddie Bauer team they chose Noyo Harbor, Jug Handle Reserve, Big River Beach, and the town of Mendocino. They decided to stay in Willits so that their crews could meet in the middle at the end of the day. We just received the expenditure report (filling this out is voluntary and we really appreciate it when a production company returns it to us) back from them this past week. According to the report Eddie Bauer spent over $148,000 on location in order to shoot this catalog. They spent over $36,000.00 on accommodations, over $7,500.00 on catering, over $7,600.00 on per diems (assumed food and beverage expenses in local businesses) and they spent over $12,000 on local personnel. Overall, the short time spent in our county by Eddie Bauer had a nice economic impact to our transient occupancy taxes, lodging assessment money raised, and sales taxes. Then in December of 2009, I was contacted by a location manager in regards to a possible commercial shoot. The location manager was interested in scouting the town of Mendocino and I met with him before the holidays to go over permitting and resources. He was also interested in shooting on private property outside of the village, a vacation rental, for part of the commercial. The location manager returned to Mendocino with the director and a few key crew members to scout during the Candlelight Inn Tour, when they stayed at the Stanford Inn. After their visit they decided on all the locations in the village where they wanted to film and I worked with them to connect with the Sheriff for traffic control in the village, catering needs, and many other details such as posting notices in the town of Mendocino before the shoot, and so forth. Sometimes the location scouts will ask for help in finding extras, but this crew walked through various businesses in Mendocino and hand picked people to be extras. They chose to have the above the line personnel stay at the Stanford Inn and below the line crew at the Hill House and Mendocino Hotel. They shot in the village and on private property. I walked in and out of shops the day they were in town to see how the climate was. Some folks said they were happy to see filming in town again and that the crew members were very nice. The Location Manager said that people were very positive toward the production and that overall the Honda production was happy with their experience in Mendocino. After the commercial was over I asked Sheriff Tom Allman how he thought the Honda commercial went in the town of Mendocino he said, “my guys said that they were treated like royalty. Good relationship here, keep up the great work!” We hope to receive the expenditure report in the near future and will be happy to share what kind of economic impact a national commercial can have on our county.

HomeMade Publications… We get the word out.
• Mendocino Travelers Guide • Mendocino Real Estate Guide • Erina Reeves • 937-3565 • [email protected]

Calendar of Events
Mendocino Art Center’s Exhibits: Figure Drawing & Painting Across Ireland Over 20 members of the Mendocino Figure Drawing Collective show their work at their 7th Biennial Exhibit, and father and daughter, John and Jacquelyn Hewitt, exhibit their watercolor and oil pastels paintings in “Painting Across Ireland.” 45200 Little Lake Street at Kasten Street, Mendocino 707-937-5818 or 800-653-3328 Mendocino Coast Botanical Garden Staff Led Garden Tours Join staff lead garden tours the first Monday of the month for an informative walk through the Gardens! Sometimes its Rhododendrons, sometimes birds, sometimes mushrooms, always fascinating and free w/ admission. Mendocino Coast Botanical Garden, 18220 N. Hwy 1, Fort Bragg Tai Ji at MCDH Theresa Kirke is currently offering Cheng Man Ch’ing Yang style short Form. She uses the principles in her teaching of Tai Ji as an internal martial art, a medicine and a means of exercise and self development.This is offered each week on Mondays and Wednesdays. Neva Cannon Room & PT Gymnasium Mendocino Coast District Hospital 961-4670 Sun Style Tai Chi at MCDH Brenda Ross, PTA is leading this class on Tuesdays and Thursdays from January 19 to March 30. Sun style tai Chi can improve health and quality of life. It is slow gentle and provides a safe and effective way to improve muscular strength, flexibility and fitness, balance and recreation. It is especially effective for people with Arthritis and physical limitations Neva Cannon Room Mendocino Coast District Hospital 9614670 Iyengar Style Yoga at MCDH No previous experience needed, this class led by Maria Teresa Alvarez PTA,CYT needs for you to

Page 3 • March 2010 wear loose comfortable clothes. we do yoga barefoot. Please bring a sticky mat, a blanket and an empty stomach. For more information call the number listed. Redwoods Room, Mendocino Coast District Hospital 961-4670 Yoga for Haiti Details: Morning yoga classes are now offered Monday in the Abalone Room at Little River Inn from 8 to 9:15 a.m. The cost is $10 per session, and all proceeds go to the children of Haiti. Instructor Lynne Butler teaches specific yoga techniques of breath, posture and movement. 707-937-1215 MTC Presents Ira Levin’s “Deathtrap” Directed by Bob Cohen. Begin the 2010 Season with a classic suspense-thriller 45200 Little Lake Street 937-4477 www.

March 3
All Day Sale at Harvest Market All day long, Wednesday, March 3, Harvest Market and Harvest at Mendosa’s will be featuring 10% off everything in the store- no minimums, no gimmicks, no kidding. Lots of items will already be on sale and you get an additional 10% off of them as well. Now’s the time to get that special case of wine (10% off for the case, /plus/ an additinal 10% off for the sale), stock up on delicious cheese, take home some coveted chocolate, and get necessary household items as well. Harvest at the Boat yard Harvest at Mendosa’s Lansing St Mendocino Winter Workshops at Dirt Cheap Matthew Starkweather of Navarro River Farm. How to Install a simple drip irrigation system. 17975 N. Highway One, Fort Bragg 964-4211

Peters Painting
Rates for Chamber Members Commercial or Residential Ask for Lloyd Peters (707) 513-6276
CA Lic# 882523 • [email protected] • 707.961.6300

Calendar of Events
March 5
THE MUSIC & MAGIC OF ROBERT GOLEMAN: Close-up and personal Gloriana Musical Theatre Presents THE MUSIC & MAGIC OF ROBERT GOLEMAN: Closeup and personal. Families, friends, and neighbors will marvel at the close-up magic skills of Robert Goleman. Mr. Goleman gets down with the audience performing close-up feats of prestidigitation and singing... in that powerful voice of his... songs ranging from Broadway musicals, to contemporary, to opera. Advance tickets: Out of This World in Mendocino, Harvest Market and Tangents in Fort Bragg. Tickets and information: visit www.gloriana. org, call 707 964-SHOW. Friday Reception for “Invitational Exhibition” at Partners Gallery Sonya Popow- Ceramic Sculpture, Jaya Miller – Grass Decoupages and Miriam Davis – Mixed media and Collage; 5-8 pm; Through March 29th; 335 N. Franklin St, Fort Bragg\; 10-5 Thurs through Mon; 707 962-0233;

Page 4 • March 2010 by Parents and Friends, Inc! There will be beer, wine and an array of homemade desserts for sale. Live music, raffles and auctions will round out the event. Call Chairperson Laurel Ellen at 964-0508 if you would like to volunteer to help or just for more information. And mark your calendar now! Pre-sale tickets $15 adults, $10 children. At the door $20 adults and $15 children. Portuguese Hall

March 7
Haircuts for Haiti at the Third Court Day Spa Look your best AND help the Haitian survivors, too! Each $20 haircut includes a cut and style and all funds will be donated to “Doctors without Borders.” Third Court Spa @ little River Inn 707-937-3099 NEW Open Mic night at Frankie’s Sign up at 5:00 Show starts at 5:30. All ages and skill levels welcome. Pizza, ice cream and talent can’t beat it Frankie’s 44951 UKIAH ST MENDOCINO 937-2436 THE WAILIN’ JENNYS CONCERT KZYX&Z present THE WAILIN’ JENNYS at Cotton Auditorium with special guest THE BLUSHIN’ ROULETTES. Doors 5:30 pm Music 6:00pm Tickets $20 in advance $25 atthe door Tickets available at Gallery Bookshop in Mendocino and at All net proceeds benefit KZYX&Z

March 6 & 7
Mendocino Whale Festival Join us for the 28th Anniversary of the Mendocino Coast Whale Festivals. Highlights include premier Mendocino County wines for tasting. In addition, festival goers will also enjoy a chowder tasting, Point Cabrillo Lighthouse educational activities, the Annual Marine Wildlife Exhibit at the Mendocino Art Center, whale watching expeditions, a Plein-Air Artist Showcase, Ford House Museum Exhibit and much more! 961-6300 Pre Concert CAJUN DINNER Come to the Senior Center for a pre concert Cajun Dinner before the SUBDUDES. Buy tickets at the Chamber $25 961-6300 Whale Festivals Concert Series We kick off with the return of Subdudes!!!! Saturday evening, March 6, Cotton Auditorium corner of Fir and Harold, Fort Bragg. To buy tickets go online on our website or go to KOZT. Cost $20-$40. 961-6300 SEA the Whales See the whales from whale level in the seat of a sea kayak. Space is limited call for reservations. Noyo Bay and Fort Bragg Coastline 962-1623

March 11
Diabetes Prevention Teresa McDonald, FNP. This talk will be about methods to prevent the onset of Type II diabetes in the general population , using the renowned Diabetes Prevention PRoject (DP). This is an example of a successful method to either prevent or significantly delay the onset of Type II Diabetes. This program instructs participants in methods to lose weight with a healthy diet, moderate exercise and stress reduction. Redwoods Room, Mendocino Coast District Hospital 964-1234

March 12-14
First Annual Litte River Whale Festival A Taste of Little River is what visitors are promised during this festive weekend. Savor bites from the kitchens of the town’s noted chefs, sips from Mendocino County vintners, history and birding walks in Van Damme State Park, artist studio tours, cheese making class, fireside talks with local historians, and a free

March 6
Annual Spaghetti Dinner benefit hosted

Calendar of Events
March 12

Page 5 • March 2010 962-1623 Van Damme Visitors Center - March Dates Learn more about the flora and fauna of our unique coastal environs and the history of the Pomo Indians that visited this land every year to collect abalone. Whale Watch Walk at Spring Ranch A two hour guided walk with State Parks Interpreter Fred Andrews, searching for pelagic cormorants, seaside daisies, and, of course, whales! Spring Ranch Headlands is also a seal rookery, so keep your eyes peeled for baby seals. Binoculars will be available. No pets, heavy rain cancels. Park and meet on the west side of Highway One, across from Gordon Lane. FREE Admission. Kayak Mendocino Sea Cave Nature Tours Your life will take on that of a Marine Mammal, joining the harbor seals, sea stars, algae and shorebirds in this incredibly rich and diverse habitat. All tours are easily paddled by beginners and require no prior experience. All ages welcome, reservations suggested. $50 per person, includes all gear. 10% of all proceeds will be donated to Surfers for Cetaceans, a non profit organization working to protect whales and dolphins. At 11:30 and again at 2:00 pm 964-7480 Little River Improvement Club Museum Grand Opening & High Tea The Little River Improvement Club first opened to the public with a grand party on April 25th, 1885. Our building’s restoration is now complete. Community and visitors are invited to learn the fascinating history of our town and celebrate the Club’s 125th birthday! Be our guest for a circa 1885 high tea, hosted by the museum’s docent in 1850 period costume 8185 North Highway One Taste of Little River, Gourmet Food and Local Wines Discover the flavors of Little River as six local gourmet chefs show off their cuisine paired
Barbara D. Clark
Broker / Owner

night’s stay at many Little River inns. www. John Birchard Digital Photography Workshop Meet on the steps of the Little River Inn at 1 pm - 5 pm. Learn from one of the best nature photographers on the coast. Join professional photographer John Birchard for an afternoon coastal walk and two hour photo shoot in the Little River Headlands followed by two hours reviewing and talking about the photos in his studio workshop. John is offering a %50 discount to fans of his new Facebook page: Mendocino Photographs. ( If that doesn’t work for you, bring a friend and get the same discount. 937-4809 Fireside Chat with Angelica Rosa on Marine Biology Marine scientist (and Point Cabrillo Lighthouse docent), Angelica Rosa, will reveal the secrets of our local marine life and the annual grey whale migration. Free Admission. Andiron Seaside Inn and Cabins Lobby, 6051 Highway One (800) 955-6478 Whale Festival Concert Series Gene Parsons, best known for his work with the Byrds and David Hayes who has worked with Van Morrison, Country Joe MacDonald and others will be in concert in the Abalone Room at the Little River Inn. The concert is a fundraiser for the Mendocino Coast Chamber of Commerce Scholarship Fund. Tickets $15 in advance, $20 day of concert. Tickets available at The Mendocino Coast Chamber of Commerce, Little River Inn, and Harvest Market in Fort Bragg 937-5942

March 13 & 14
SEA the Whales See the whales from whale level in the seat of a sea kayak. Space is limited call for reservations. Noyo Bay and Fort Bragg Coastline
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Fort Bragg Realty
809 N. Main St. Fort Bragg, California 95437 Business (707) 961-1111 Fax (707) 964-3402 Website E-Mail [email protected]
Each Office is Independently Owned And Operated
Office 2004 • [email protected] • 707.961.6300

Calendar of Events

Page 6 • March 2010 persons with all levels of experience are invited to participate. FREE Admission meet at the Van Damme State Park parking lot

with Mendocino County wines. Start at Dennen’s Victorian Farmhouse then taste your way to La Petite Rive, Little River Market (at La Petite Rive), Little River Inn, Glendeven and Stevenswood. $25 ticket includes a Whale Festival commemorative wine glass. Advance tickets available at Little River Inn and day of the event at Dennen’s Victorian Farmhouse. Must be 21 years of age. This event is a fundraiser for Van Damme and Spring Ranch State Park and Beach. 937-5942 for tickets. See also 937-5942

March 15

Annual Ledford House Fundaraiser Dinner Be Aware! The Ides of March Draws Near! Monday, March 15, 2010 Music & Hors d’oeuvres begin at 6 pm, Dinner at 7pm. Silent Auction * No Host Bar Menu: Caesar Salad, Duck Breast or Mushroom Timballo with Ratatouille and White Beans, Strawberry Rhubarb Cobbler $75 per person Make Fireside Chat with Rachel Binah Get the inside scoop on Ocean Sanctuary his- Reservations by March 8, Call 707-964-0898 tory and politics from local activist and small March 17 town hero Rachel Binah. Rachel will relate the community involvement in protecting the Coast Celtic Band for St. Patrick’s Day area from offshore drilling in 1988. Rachel is Little River Inn goes green on Tuesday, March a former innkeeper, Chair Emeritus, Califor- 17 to celebrate St. Patrick’s Day in fine fashion. nia Democratic Party Democratic National The wonderful Coast Celtic Band will play from Committeewoman, and Artist FREE admis- 5:30 to 8:30 pm and it’s FREE! Tap your feet as sion 937-0697 you enjoy one of Sue Bondoux’s delicious Irish Coffees or a Guinness, and stay for a traditionFourth Annual Cioppino Dinner al meal of corned beef and cabbage. Sláinte The North Coast Fishing Association pres- O’Ole’s Bar @ Little River Inn 707-937-5942 ents the 4th Annual Cioppino at The Portuguese Hall. Proceeds benefit NCFA in associa- March 19 tion with the California Fisheries Coalition to provide local representation in the MLPA pro- Main Street Bistro Poetry cess and support local fishing interests. For Local poets ruth weiss, Janet DeBar, C. E. more information call 964-9334 !2 and under Chaffin and Armando Garcia-Davila will pres$15 donation. Adult $35 donation 964-9334 ent four approaches to eloquence. Music with David Duret starts at 6:30PM and the reading Bill Botrell Performance starts at 7:00PM at the Mendocino Hotel. Open No Host bar and Tapas,To benefit music educa- reading follows. Duret opens the evening’s ention in Mendocino, Mendocino Hotel 937-0511 tertainment with musical storytelling and alongs for unabashed exuberance. Doors open at 6:30 PM for bistro menu and drinks. Sliding Winter in the Redwoods scale $5-15. Mendocino Hotel Garden Room Winter in the Redwoods is a party for all sea- 707-937-1732 sons featuring a Silent Auction, Fabulous Food, Live Music, Entertainment and Fine March 20 & 21 Wines...a premier benefit focused on raising scholarship funds for local students. Fort Bragg Whale Festival 1211 Del Mar Drive in Fort Bragg, CA 95437 Join us for the 28th Anniversary of the Men962-2606 docino Coast Whale Festivals. The 2010 Fort Bragg Whale Festival is scheduled for Audubon Bird Walk @ Van Damme March 20 & 21 Festival goers will enjoy a The Mendocino Coast Audubon Society hosts chowder tasting, a Beer Tasting (Sat. only), this field trip to view the birds of Van Damme Point Cabrillo Lighthouse educational acState Park. Don’t forget to set your clocks tivities, the Annual Marine Wildlife Exhibit ahead one hour the night before! The day be- at the Mendocino Art Center, whale watchgins with a survey of gulls, loons, cormorants, ing expeditions, Ford House Museum Exhiband other pelagic birds that might be pres- it and much more! ent on the bay. Binoculars will be available. Heavy rain cancels, but the trip will proceed in showers, drizzle, or sunshine! Interested • [email protected] • 707.961.6300

Calendar of Events
March 26
Michael Ehlers House Concert Mendocino Stories House Concert Series’ returns with the music of singer/songwriter Michael Ehlers and bass player Terry Shields in the intimate setting of a private home in Mendocino. Light refreshments will be served. Advance ticket sales only, due to limited seating, $15. 937-1732

Page 7 • March 2010

March 27

Lynn Kiesewetter & the Mendonesians Join founding member Lynn Kiesewetter on piano and vocals, Bing York on drums, and Laura Maione, string bass for standard and Latin jazz as well as obscure and original tunes. Special guests include Marcia Sloane, cello and others. “937-1732

March 28
Fourth Sunday Breakfast The fourth Sunday breakfast at the Caspar Community Center serves country gourmet, organic and local foods in a friendly atmoshere with live music. The monthly breakfast is a benefit for the Caspar Community Center. Info at 707.964.4997 or [email protected]. March 31 Cesar Chavez National Day of Service Join Big Brothers Big Sisters of Mendocino County, and your country in participating in this National Day of Service. Big Brothers Big Sisters has many volunteer projects for you to get involved in on March 31st.6:00pm Cesar Chavez Pot Luck Party - ALL are Welcome! Then, if you participated in a service activity with us or not, make and share your favorite Mexican dish for 8-10 people and enjoy an evening of activities and food in honor of Cesar Chavez. Come learn about Cesar Chavez, a heroic Mexican-American farm worker, labor leader, and civil rights activist in the 20th century. Please join us! Please call Emily at 964-1228 for information and to get involved.

Ambassador Vicky Watts with Nancy Bennett, owner of Cowlick’s Ice Cream, with David Paoli of Paoli Engeneering & Surveying, at the Cowlick’s Mixer.

Heather Gurewitz of West Company, Ambassador Vicky Watts and Nancy Bennett at the Cowlick’s Mixer.

Save the Date Showcase Mixer April 15, 2010 5-7pm

Joe P. Moura Construction Company
Builder since 1968

•Residential •Custom Homes •Commercial •Remodeling •Vinyl Siding •Vinyl Fencing •Plans & Permits

We B u i l d I t B e t te r !
18200 North Hwy 1, Fort Bragg 707-964-4177 email: [email protected]

CV Starr Community Center

General Engineering & Contracting Lic. No. 37895

You’re invited to showcase your business at our fifth annual Showcase Mixer on April 15th from 5-7:00pm. We encourage you to take advantage of this unique way to promote your business to the public. This event is a great marketing, as well as networking, opportunity for Chamber members! We will provide each business with a six foot table, including linens, inside CV Starr Community Center. Each business will provide additional materials to showcase your services. We ask that each business provide one tray of appetizers to contribute to the event. Businesses may occupy more than one table, limited to two per business. Cost is $40 per table • Electricity available by advanced request Deadline to participate is April 2nd Cancellations must be made no later than April 2nd to receive a refund. Space is limited, so sign up early! Call 961-6300 to reserve your table.
Business/Organization Name: ______________________________________________ Contact Person: ________________________________________________________ Email Address: _________________________________________________________ Phone Number: ______________________________ # of Tables: ________________
Method of Payment Credit Card #: ________________________________ exp. date: __________ CIV#: __________ Please make checks payable to: Mendocino Coast Chamber of Commerce PO Box 1141, Fort Bragg, Ca. 95437 217 S. Main St. • PO Box 1141 Fort Bragg, Ca. 95437 961-6300 or Fax 964-2056 [email protected]

Showcase Mixer
6th Annual

City Dialogue - 2010
City of Fort Bragg staff would like to involve you in a dialogue about City government, the economy, public safety, parks, City services and more. To get the conversation started we are holding quarterly breakfast forums to hear from you and let you know what we, at the City, are up to.

R EFRESHMENTS P ROVIDED . Topics for March include: • Talk with City Manager Linda Ruffing and Community Development Director Marie Jones • Georgia-Pacific Mill Site
Topics for May include: • • • Public Safety and Gangs Public Works projects (streets, water, waste water, other improvements) Sustainability & Green Building

• Coastal Trail Design & Otis Johnson Park • Economic Development Activities • Your Concerns & Ideas



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