Mitchell runs three very different businesses in the city, and all have been affected by the pandemic. He told Mainebiz it’s led to him to realize, more than ever, the importance of customers, and renewed his confidence in Waterville.
Get Instant Access to This Article
Subscribe to Mainebiz and get immediate access to all of our subscriber-only content and much more.
- Critical Maine business news updated daily.
- Immediate access to all subscriber-only content on our website.
- Bi-weekly print or digital editions of our award-winning publication.
- Special bonus issues like the Mainebiz Book of Lists.
- Exclusive ticket prize draws for our in-person events.
[bypass-paywall-buynow-link link_text="Click here to purchase a paywall bypass link for this article"].
Bill Mitchell, a Mainebiz Business Leader of the Year in 2019, runs three businesses in Waterville. He’s president of GHM Insurance, a real estate development operation and The Elm, an event center.
In May, Mitchell was chosen from 35,000 independent insurance agents nationally as winner of the Rough Notes Community Service Award. Mitchell runs the GHM Golf Classic, which has raised $500,000 for the Alfond Youth and Community Center afterschool program, among other community projects. Mainebiz recently caught up with him.
Mainebiz: Why is community service so important to you?
Bill Mitchell: I believe all people, especially kids, regardless of their social economic circumstances, should have a fair and equal opportunity to grow and develop to achieve their fullest potential. Unfortunately, many kids lack structure and guidance in their lives, so I support organizations that teach kids basic life skills, offer encouragement and educational support to build confidence and self-esteem, and provide warm meals so they can focus and learn.
Without these essential basics during the critical development years of their lives, many of these kids are often left behind and never fully develop physically or mentally. When they become adults, they are often a burden on society, rather than productive citizens. I find it very satisfying when kids from challenging circumstances achieve success in their lives.
MB: How has the pandemic affected your three very different businesses?
BM: The Elm has been closed since COVID-19 emerged, as has the Proper Pig [restaurant], where I’m a partner. It’s incredibly frustrating and challenging to own a viable business that’s been forced to close. We’re making major adjustments to be best prepared when we re-open. At my real estate development business, things have slowed way down in terms of people looking to lease space. Most people are waiting to see how things are going to play out. I’ve had discussions with many of my tenants, and have tried to help them as much as I can. It’s been challenging, but overall it’s going well.
At the insurance agency, we’ve seen a significant slowdown both in the volume of service calls from customers and calls for quotes for new policies. Most people have hunkered down and are driving less, so there are fewer claims. As a result of the slowdown, we’ve implemented several customer outreach initiatives and community-based fundraisers to keep our staff busy and employed. As businesses re-open, hopefully people will adhere to social distancing, wear masks, and do everything possible to mitigate the spread of this terrible virus. If we’re not careful, we’re likely to see another spike and possibly a second shutdown, which could be disastrous both in human and economic toll.
MB: Do you see any long-term changes?
BM: There’s no doubt that how we conduct business has changed, both short run and long run. I think most business owners are evaluating their business model and will make adjustments either out of necessity or because of potential opportunities as consumer behavior changes. Some of the greatest opportunities present themselves as we work through disruption and complex challenges. This pandemic has made me realize more than ever the importance of focusing on the basics of customer interaction and expressing our appreciation for their business, more by phone, through traditional mail and in person (post-pandemic), and less electronically. Electronic interaction and communication has its place, but it will never replace personal interaction in my businesses.
MB: What’s the best thing you see happening in your hometown these days?
BM: Without a doubt the revitalization efforts by Colby College, the city and other investors and key stakeholders. [They’re] collaborating a way that I’ve never seen in my 35-plus years of working in Waterville. It’s refreshing to see just how much good can come when people work through their differences for the common good. I believe Waterville, and central Maine as a whole, have a great future in spite of COVID-19. If we remain diligent and patient, act responsibly and respectfully, we will all get through this pandemic and be the better for it.