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Finding a seat at the table

Ben Goldstein on Monday, May 22, 2017 at 12:00:00 am

Candace Boothby, CCE, president and CEO at the Newnan-Coweta Chamber in Georgia, likes to think of herself as a straight-shooter. At her job interview, she asked a roomful of board members a straightforward question: “In what ways is the chamber respected, and does it have a seat at the table?”

It was a question that no one wanted to answer. After a long pause, a board member finally spoke up: “Well, we’re at the table alright, but it’s the kiddie table,” he remarked to laughter from the rest of the room.

Boothby was undeterred, and her resolve to cultivate a new voice for the chamber has paid dividends. Since she took over the helm back in 2003, the chamber has nearly doubled its membership base from 550 to more than 1,000, and grown its annual budget from $281,000 to $825,000. 

When discussing the chamber’s impressive numbers, Boothby answers matter-of-factly: “There’s no magic to this stuff,” she says. “Our chamber’s story is about understanding who we were, identifying our weaknesses and creating a culture that people want to be a part of.”

One of the first moves Boothby took as CEO was to unload some of the chamber’s events and programs, freeing up precious resources to focus on its core mission. The chamber gifted these away to other groups in the community, like the rotary club and the adult literacy program.

“Our new mission was to champion economic prosperity for our members, and these programs no longer fit the mission,” Boothby says. 

The chamber reinvented its culture by promoting innovation and learning by trial and error. Boothby set the new tone by instituting a monthly “strategy week,” producing a comprehensive staff process handbook and encouraging employees to work remotely and hold meetings outside the office, in coffee shops or their own homes.

“We used the environment of the chamber as a laboratory to try stuff, and to have the freedom to make mistakes,” says Boothby. “Giving people more liberty to create their work environment has worked wonders for us.”

One of the biggest changes Boothby oversaw was revamping the chamber’s sales culture. She assembled a new sales team and hired a member retention specialist to spend 20 hours each week visiting members and collecting data.  She also set an ambitious target to reach out to members 12 times each year, through a combination of phone calls, emails, written letters and social media.

Boothby advises her staff to keep all communications personal when reaching out to members.

“We send out handwritten thank you notes to all new and renewing members,” she says. “The key is to always add a personal touch.”

In 2006, the chamber began the accreditation process with the U.S. Chamber, not so much because it actually thought it could earn accreditation, but rather to use the process as a guide toward “closing the gaps,” says Boothby.

Boothby was in a meeting when she missed the call from the U.S. Chamber. “When I got out and listened to the message, I broke down in tears,” she recalls. “After seven years of hard work, it was the biggest reward to hear we had gotten the five-star.”

Another proud moment for Boothby was winning the ACCE’s Chamber of the Year award in 2015. She says the process of pursuing the award helped the chamber identify its weaknesses.

“I would highly encourage everybody to go through the process, because it’s a great way to learn about yourself,” she says. “It’s helps you gain self-awareness and figure out where to go next.”

Reflecting on the chamber’s turnaround, Boothby says her most important advice is “you’ve got to be willing to blow things up.” She encourages staff to ask the hard questions, like what would happen to the community if the chamber went away.

“You’ve got to have the courage to ask that question—to kill the sacred cow,” she says, adding: “the moment we get comfortable is the moment we take our eye off the ball. In this profession, we can’t afford to become complacent.”

Candace Boothby was recently featured as part of the ACCE’s  Tales of Renewal webinar.

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