Carlton Highsmith had advice to Greater New Haven Business and Professional Association on its 45th anniversary: Keep a scorecard. And delight the customers.
Highsmith gave that advice during a keynote address at an anniversary dinner at the Omni Friday night for the association, which is New Haven’s black chamber of commerce.
Highsmith is a star of the local business world, founder, president and CEO of The Specialized Packaging Group, SPG is the largest minority-owned manufacturer of paperboard packaging in the North America. It ranks 29th on Black Enterprise Magazine’s list of the top 100 minority owned firms in America.
His remarks (click on the above video) focused on what he called “Highsmith’s Manifesto” for business, his “top ten” “key learnings” from building a $180 million budget.
Key learning #7: “Delight the customer.”
“You must really be a fanatic about delivering outstanding customer service,” Highsmith said.
Phyllis Haines, who started a company called Southern Relishes, is on the verge of having ar condiment product carried by a major food chain. She mentioned that hearing Highsmith’s list of “do’s” rather than “don’ts” inspired her to forge ahead and to not grow weary.
Over 300 people attended the gathering. Honorees included the Rev. Bonita Grubbs, funeral home owner Howard K. Hill, State Rep. Toni Walker, Josephine Williams of Josie’s Big Apple Beauty Salo, nand Minister Donald Morris. They were all greeted with a stunning rendition of the Negro National Anthem by 15-year-old Coop High student Asia Patten. (Click on the play arrow to watch.) Master of Ceremonies Juan Castillo of WYBC kept the program moving to a nice tempo of fun, celebration, homage and recognition.
Tom Ficklin Photo
Donald Williams with Gerald Clark, a driving force behind the association for decades.