Photo by Monique Schoenfeld, Town Crier
Tom Smith relaxes with fiancee Karen Melbye at his Los Altos Hills home last week. Smith hopes to bring the same winning philosophy that emphasized customer service to his role as new president of the Los Altos Chamber of Commerce. The former owner of McWhorter's stationary and office supply stores is now working out his house since leaving the company in 1996. He plans to do commercial real estate leasing and development with The Freeman Group, based in Los Altos.
Special to the Town Crier
Tom Smith, president of the Los Altos Chamber of Commerce, pushes customer service
As co-owner of the McWhorter's chain of stationery and office supply stores, Los Altos Hills resident Tom Smith was a champion of customer service. Now he's emphasizing services and benefits to customers as the current president of the Los Altos Chamber of Commerce.
"Our (chamber) members are our customers," said Smith, donning his chamber of commerce hat. "We want to increase membership out of having enough benefits to offer, not just out of community spirit."
Smith brings solid business background to his chamber role.
A native of Ypsilanti, Mich. and a 1967 graduate of Eastern Michigan University, he came to the Bay Area straight out of college. He was hired by Hallmark Cards to fill a Bay Area field marketing position. After five years, he was promoted to market development manager with responsibility for growing Hallmark's card and party stores in Northern California.
In 1997, he was the youngest of three partners, all Hallmark marketing veterans, who banded together to purchase the then two-store McWhorter's business.
"We'd helped so many people make money in the retail business," Smith said, "and we saw an opportunity if we brought customer service, a good product mix and good locations."
McWhorter's had started in 1940 as McWhorter & Young, Smith said. He and his partners bought stores in Cupertino and the Valley Fair Mall. They grew the chain to 28 stores and more than 700 employees before selling to publicly owned U.S. Office Products in 1996.
"We really focused on customer service," Smith said. "I've no tolerance for retail employees who make you feel they're doing you a favor by waiting on you."
Smith and his partners organized classes for employees on customer service as well as on the product line. "We stressed the 5-foot rule," he said. "You make contact with anyone within five feet of you, even if just to say hello. We did a lot of role playing around customer service."
The need to be available to employees is another of Smith's experience from his McWhorter's days. "Truly have an open door policy," he said. "Be approachable. Be willing to work with (your employees) in the trenches."
Smith maintains close ties to his two partners, who retired after McWhorter's was sold. Smith toyed with retirement himself, but, he said, "There's something more for me out there."
In addition to his involvement with the chamber of commerce and on the Los Altos Millennium Celebration organization, he recently got his real estate license. He plans to do commercial real estate leasing and development with The Freeman Group, based in Los Altos.
Smith moved from Saratoga to Los Altos Hills and became active in the chamber six years ago when McWhorter's opened at 303 Second St. in Los Altos.
"He's got outstanding business sense and is a great idea person," said Julie Rose, executive vice president of the Los Altos Chamber of Commerce. "He thinks big."
Smith and Rose emphasize the work of the chambers "very strong" Membership Development and Service Committee. The committee has completed a membership survey to provide direction to chamber programs, researched benefits offered by other chambers of commerce, and defined the Los Altos chamber's products and services in comparison to other local business associations to avoid duplication, Rose said.
"We're geared to the small, independent business person in service or retail," Smith said. "We're talking about offering financial services like financial consulting and tax advice. We want to help new and existing businesses trying to get a foothold."
The chamber is also emphasizing a role as advocate for business, said Smith and Rose. That includes beginning preliminary work with the city of Los Altos and the Los Altos Village Association on the downtown parking issue.
"We're really here as an advocate at city hall for business and the economy - for all business districts," Smith said.
He said he "feels positive about relations with the city" since Phil Rose became Los Altos' city manager, praising Rose's "openness." Those good relations extend to preliminary talks on how the city might play a greater role in the chamber's annual Fall Festival, Smith said.
"If we can make a healthy environment for business here - create a network environment where businesses can feed off of one another - you don't need to worry about turnover," he said. "We need to create a sense of pride in shopping locally, and you need to have the businesses that can support that. That involves the city. It's an ongoing process."
Chamber members and staff have become well acquainted with Mac, Smith's cocker spaniel and frequent companion at meetings. His family includes daughters Kim, 30, a speech pathologist; Shannon, 19, a student at Foothill College; and Jennifer, 17, a recent high school graduate. Son Eric, 29, works for Life Scan in Milpitas.
Smith is engaged to Karen Melbye of First American Title Guaranty Co. in Los Altos.
Something of a home body, Smith said he enjoys working around his house and yard, and entertaining friends. "I like to travel," he said, "but I'm always ready to come home."
He's an avid golfer but lists fly fishing as his passion. "I've fished all my life," he said, "but only done fly fishing in the last eight years. The trouble is that work gets in the way."
The pleasure of both golf and fly fishing, he said, is "you're just challenging yourself."