Making Sense of Different Nonprofit Audits
Source: McKonly & Asbury; Erin Pabon-Busansky
In the nonprofit world, the word “audit” is used different ways by funders, board members, regulators, and others. A financial statement audit, a Yellow Book audit, and a Single Audit may sound similar, however, they serve very different purposes and come with different reporting requirements. Here is a straightforward way to think about them.
Financial Statement Audit: The Basic
This is the most common type of audit. A financial statement audit provides independent assurance that a nonprofit’s financial statements are presented fairly in accordance with generally accepted accounting principles (GAAP) or another special purpose framework. A financial statement audit is performed in accordance with generally accepted auditing standards.
Nonprofits typically undergo a financial statement audit because the board, through its bylaws, a donor, lender, or state regulation requires it.
A financial statement audit results in one main deliverable – an independent auditor’s report expressing an opinion on the financial statements. A financial statement audit does not include reporting on internal controls, compliance or federal funding requirements.
To learn more about financial statement audits for nonprofits, see the previous article, “Are Nonprofit Organizations Required to Have a Financial Statement Audit?”
Yellow Book Audit: A Step Up
Think of a Yellow Book audit as a financial statement audit with added transparency. A Yellow Book audit is performed under Government Auditing Standards. Along with the financial statement opinion, auditors also report on internal controls and compliance matters.
Nonprofits may be required to have a Yellow Book audit when receiving government funding or if certain regulators require it.
The additional Yellow Book report issued by auditors does not provide an opinion on internal controls or compliance but does report any significant deficiencies or material weaknesses in internal control over financial reporting that were identified, as well as any instances of noncompliance that are material to the financial statements.
Single Audit: A Deep Dive into Federal Funds
A Single Audit goes beyond both previous types. It includes everything in a financial statement and Yellow Book audit, plus detailed testing of federal program compliance. The purpose of this audit is to ensure federal funds are being properly spent in accordance with specific federal program requirements and is conducted in accordance with the audit requirements of the Uniform Guidance. Auditors are also required to use the annual compliance supplement issued by the Office of Management and Budget to determine the nature and extent of the compliance testing procedures.
A nonprofit is required to have a Single Audit performed if it expends $1,000,000 or more in federal awards during its fiscal year. The threshold is based on expenditures incurred, not funds received, during the fiscal year. It is important to note that any federal funds passed through state or local governments count towards the threshold.
A Single Audit includes several additional reports, including the Schedule of Expenditures of Federal Awards (SEFA), a Schedule of Findings and Questioned Costs, and auditor reports on internal control over compliance and a report on compliance for each major federal award program.
The Single Audit reporting package is required to be submitted to the Federal Audit Clearinghouse (FAC) within the earlier 30 calendar days after the issuance of the auditor’s report, or nine months after the end of the fiscal year being audited. These reports are available to the public for review.
Final Thoughts
While these audits may appear similar on the surface, their scope and the reporting requirements vary significantly from one to the next.
Understanding these differences helps organizations prepare, plan staffing and documentation needs, and reduce surprises or unexpected audit findings.
Why Most Marketing Content Fails and the Framework That Actually Makes It Work
Source: Chamber Today
A proven blueprint to attract attention, earn trust, and drive growth
- Most marketing content fails not because of poor execution, but because it is created without a clear purpose tied to how buyers actually decide.
- Content that works follows a simple sequence that mirrors real decision making: attract the right audience, educate them with clarity, then convert when trust is earned.
- Attraction is about relevance, not volume, and education is where trust and authority are truly built.
- Conversion should feel like guidance and alignment, not pressure or premature selling.
- When content is designed to move people forward instead of fill calendars, it becomes a growth engine rather than noise.
762 words ~ 4 min. read
Most marketing content does not fail because the team lacked effort, talent, or good intentions. It fails quietly, over time, while everyone stays busy.
Blogs are published. Social posts are scheduled. Emails are sent. The calendar stays full. Yet growth stalls. Engagement is shallow. Leads do not convert. Sales teams stop trusting marketing assets, and leadership starts wondering whether content marketing works at all.
The uncomfortable truth is this. Most content is created without a clear purpose.
It exists to fill space, not to move someone forward.
High performing content is different. It follows a system, whether the team realizes it or not. Low performing content is simply activity disguised as strategy.
The Hidden Problem Behind Underperforming Content
When you look closely at content that fails, the issue is rarely the writing or design. The problem is alignment.
Much of it speaks from the inside out. It talks about the company, the product, the update, or the announcement. It is created because something needs to be posted, not because a buyer needs help making a decision. And it often asks for commitment before trust has been earned.
The result is predictable. Content becomes fragmented, disconnected across channels, and easy to ignore. Not because it is bad, but because it is irrelevant to where the buyer actually is.
The Framework That Changes Everything
Content that works mirrors how people decide. Not how companies want them to decide, but how they actually do.
Every effective content system follows the same sequence: attraction, education, and conversion.
When this order is respected, content builds momentum. When it is rushed or skipped, results stall.
Attraction Comes From Relevance, Not Volume
Attraction is often misunderstood. It is not about being louder, trendier, or more clever than everyone else. It is about being unmistakably relevant to the right audience.
The moment someone encounters your content, they make a fast, instinctive judgment. Is this for me? Does this reflect a problem I recognize? Does this feel like it understands my situation?
When the answer is no, they move on. When the answer is yes, you earn a few more moments of attention.
That is the real job of attraction. Not to explain everything or sell anything, but to signal relevance clearly and quickly.
Education Is Where Trust Is Built
Attention is fragile. Trust is not.
Once you have earned attention, your role shifts. The goal is no longer visibility. It is clarity.
Education works when it helps the reader make sense of their problem. It explains why something is happening, not just what to do next. It introduces a way of thinking that reduces uncertainty and increases confidence.
This is where authority is built, not by showing how much you know, but by making complex ideas easier to understand. The most effective educational content often teaches something customers only fully grasp after they have already worked with you.
When education is done well, the reader feels understood and better equipped, even if they never buy.
Conversion Should Feel Like Guidance, Not Pressure
By the time conversion appears, it should feel obvious.
If attraction has been relevant and education has been useful, conversion is no longer a sales moment. It is a continuation. A natural next step.
The mistake many brands make is pushing too hard, too early. Asking for demos, meetings, or commitments before the reader is ready. That pressure erodes trust instead of building it.
Strong conversion content respects readiness. It offers a clear next step that feels safe, helpful, and aligned with what the reader has already learned.
Turning the Framework Into Action
The most practical way to apply this framework is to stop thinking in individual pieces of content and start thinking in movement.
Every piece should have a single role. Some content exists to attract the right people. Some exists to educate and deepen trust. Some exists to convert when the timing is right.
When these pieces are intentionally connected, content stops being random. It becomes directional.
Instead of asking what to post next, the better question becomes this. Where is my audience right now, and what do they need to move forward?
The Real Measure of Content Success
Content does not fail because people have short attention spans or too many options. It fails because most brands do not lead.
When content is designed to guide rather than broadcast, it earns trust. When it earns trust, it drives growth.
Attract with relevance.
Educate with clarity.
Convert with confidence.
That is not just a framework for better content. It is a framework for building lasting momentum.
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The Columbia Montour Chamber of Commerce is a private non-profit organization that aims to support the growth and development of local businesses and our regional economy. We strive to create content that not only educates but also fosters a sense of connection and collaboration among our readers. Join us as we explore topics such as economic development, networking opportunities, upcoming events, and success stories from our vibrant community. Our resources provide insights, advice, and news that are relevant to business owners, entrepreneurs, and community members alike. The Chamber has been granted license to publish this content provided by Chamber Today, a service of ChamberThink Strategies LLC.
15 Tax Deductions Your Business Should Know About
Source: CO by U.S Chamber; Kayla Kessler, Contributor
Tax deductions reduce your business’s taxable income, which can save you money on quarterly or yearly taxes. Here are 15 tax deductions your small business should know about.
Running a business means every dollar counts, especially at tax time. While deductions can’t eliminate your tax bill, they can significantly reduce it.
Understanding which everyday expenses qualify can help you keep more cash in your business and reinvest in growth. Here are 15 deductions to help your business save this season.
Home office
The IRS allows business owners, including self-employed freelancers and independent contractors, who utilize a home office for their business to deduct certain expenses that go into furnishing and maintaining it.
The amount one can deduct depends on the size of the home office in square footage. For example, if your home office is one-quarter of the total square footage of your home, you can deduct one-quarter of your rent or electricity. This space must be used exclusively for business, even if it's only a section of a room that has another use.
If you are a solopreneur with a home-based business or you work as a freelancer from home, this is the only tax deduction specific to remote work that you can claim. Additionally, as a business owner, you cannot claim the home office deduction on behalf of employees working from home for your company.
Rent and phone/internet services
If you don't qualify for the home office deduction, you may qualify for deductions on your rent. If you rent an office (outside of the home) or equipment for your business, those costs can be deducted as a business expense.
Similarly, companies that need telephone and internet services can deduct these costs from their business taxes. If you use your phone and internet for personal and business purposes, you can only deduct a portion based on a percentage of your business-related use.
Startup expenses
If you're in the prelaunch stage or your first year of operation, you can claim up to $5,000 in startup expenses. The costs that are usually considered tax-deductible include:
- Training expenses.
- Travel costs for obtaining employees, suppliers, and customers.
- Market research.
- Advertising expenses.
- Wages for contractors or consultants.
You need to successfully open your business to claim these expenses; you cannot deduct funds spent on a failed business.
Repairs and maintenance
If you have a brick-and-mortar store, you may find that repairs and maintenance are necessary as the building ages. You can deduct repair and maintenance costs that are necessary to keep the building in working order. Examples include painting the building’s exterior or interior and sealing leaks or cracks.
These repairs must be solely to maintain the building rather than improve it. Changes like adding a new room are not typically tax-deductible, though they may fall under capital improvements.
Business insurance
Depending on your state, most businesses are required to carry a few types of business insurance, such as workers' compensation, general liability insurance, and professional liability insurance. These insurance policies are considered necessary for a business's operation and can be deducted from your taxable income. Note that certain insurance types — such as loan protection insurance and corporate-owned life insurance — may not qualify for deductions.
Advertising and marketing
The IRS considers "ordinary and necessary" costs relating to advertising and marketing to be tax-deductible. These costs include billboard promotion, online advertising, and the cost of producing advertising materials such as business cards or logos. Deductible costs can even include money spent on food or entertainment you provide to the public to market or promote your business. Small businesses cannot deduct expenses for advertising at political conventions or in political publications, though.
Legal and professional service fees
Any fees paid to a professional — such as an accountant, lawyer, or consultant — are deductible, so long as they pertain solely to your business. It includes business accounting and tax preparation fees for sole proprietors.
If you use a professional's services to assist in purchasing a depreciable business asset, these service fees cannot be deducted; however, they will be added to the tax cost of the asset.
Employee salaries
All of your employees' wages are fully deductible, including any bonuses and commissions, as long as the payments are deemed ordinary, reasonable, and for services rendered. You can also deduct any paid time off for your employees.
This deduction can also apply to independent contractors; however, the contractors must be classified correctly to avoid penalties. Anyone who qualifies as a partner or proprietor is not covered under this deduction.
Employee health insurance
In general, the cost of providing health coverage to employees is deductible at the state and federal levels. For deducting health coverage reimbursements, your business should have a clearly outlined and documented plan explaining your reimbursement policy.
Since 2010, the Affordable Care Act has offered tax credits to small businesses to mitigate the cost of coverage. The qualification for those tax credits can vary from year to year. You can also file paperwork to allow your employees to pay for their health insurance pretax, which ultimately reduces your payroll taxes as the employer.
Qualified benefits
Beyond health insurance, you can typically deduct several other employee benefits from your business taxes, including the following:
- Retirement plans, both for your employees and for yourself.
- Tuition reimbursement, up to $5,250 per employee per year.
- Continuing education costs, including any associated publications or materials.
- Paid leave for medical or personal reasons, typically between 12.5% and 25% of the leave amount you pay to the employee.
Charitable contributions
If your business donated to a charity, you may be able to claim it on your tax return. The contribution must be a cash donation and benefit a qualified charitable organization, such as a religious organization or a nonprofit founded in the United States. You can deduct up to 25% of a donation to a church, synagogue, or veterans organization, for example.
If the business is a limited liability company, a sole proprietorship, or a partnership, these charitable donations must be claimed on personal income tax forms — personal charitable donations can, in some cases, be 100% deductible.
Bad debt
A bad debt is defined by the IRS as a loss of a debt that occurred through the business or a liability that was closely related to your trade or business. This includes instances where you may have loaned money to an employee, vendor, or customer and did not see a return. Sales to customers on credit can also qualify as business bad debt.
To qualify for the deduction, you must prove that the debt was related to the business and not personal or nonbusiness debt. Nonbusiness bad debt could be personal credit card debt or unpaid loans.
Business vehicle
Expenses from the use of a company or business vehicle, such as tolls, maintenance fees, licenses, and insurance, are usually 100% deductible; however, it's vital to keep detailed records of how the business is using the car, including tracking the mileage. Additionally, the costs must be divided based on mileage if you also rely on the vehicle for personal use.
Business entertainment
The events and meals you provide your employees and potential customers or vendors can also be tax-deductible. The amount you can claim depends on when and where you made the purchase.
Meals purchased from restaurants in tax years 2021 and 2022 were considered 100% deductible under the Consolidated Appropriations Act. However, effective tax year 2023, all meal and entertainment purchase deductions reverted to the guidelines in the Tax Cuts and Jobs Act, which state the following:
- Employee office parties are 100% deductible.
- Meals and snacks for employees at the office are 50% deductible.
- A business dinner with a client is 50% deductible.
Travel expenses
Work-related travel, regardless of its frequency, can often be a tax deduction for small businesses. To qualify, the person traveling must do so for longer than a normal day of work and must sleep away from home.
You can also deduct expenses for temporary work assignments of less than one year. If your team must travel to another state to complete a project for two weeks, you can deduct the reasonably related expenses. You can even deduct any travel expenses for conventions or conferences if they benefit the business.
How to track and document deductions properly
Keeping thorough tax records is essential for claiming deductions and staying compliant with the IRS. Document your gross receipts, purchases, expenses, travel, entertainment, gifts, business assets, and employment taxes. Use supporting documents such as invoices, receipts, canceled checks, account statements, deposit records, and Form 1099-MISC to maintain a clear, verifiable paper trail.
Organize records by category
Organizing your business records by category makes tax season more efficient and less stressful. To get started, create folders for income documents (e.g., W-2, 1099), medical expenses, banking information (e.g., mortgage, investments, loans), home and property expenses, and donations.
For new business owners, it’s important to track any startup and organizational costs, your business income, and additional expenses (e.g., supplies, internet, advertising). To ensure all is accounted for, review your records and update files monthly.
Save digital copies of important documents
Physical documents can get misplaced, and even if they’re accounted for, their ink can fade over time. For security, you’ll want to keep a digital backup copy of important documents through scanning, photographing, or downloading them onto your computer.
Receipt scanners can help, or simply using your smartphone to capture your receipts is acceptable. Clearly capture the date, the business name and address, and the total amount. If you receive PDFs of records through email, download and save them in a secure location.
Mark up your receipts
Jotting down key details on your receipts — such as the amount, date, location, attendees, and type of expense — makes tracking business costs more efficient. For example, noting that a meal was a business lunch or a purchase was for office supplies increases accuracy and helps substantiate deductions.
Adding these details immediately prevents lost information, reduces errors, and saves time from having to guess during tax preparation. Making a habit of saving and logging this documentation ensures all your expenses are verified, which can protect your business in the event of an audit.
Common deduction mistakes to avoid
Even small errors can cost your business. Learn how to avoid missing eligible deductions, miscalculating amounts, and claiming deductions you’re not qualified for.
Missing claimable deductions
Many small business owners miss out on claiming valuable deductions simply because they aren’t aware that they qualify. Review all potential deductions, including charitable donations, medical expenses, education costs, mortgage interest, and self-employment expenses. Keeping organized records and consulting IRS guidance or a tax professional can help ensure you claim everything you’re eligible for, maximizing your tax savings and reducing errors.
Calculating deductions incorrectly
Incorrectly calculating your deductions can lead to penalties, interest, or, in some cases, an audit. Double-checking amounts, using reliable tax software with built-in review, and keeping accurate records can help you avoid these errors. If you discover a mistake after filing, promptly file IRS Form 1040-X to correct it.
Claiming deductions you’re not eligible for
If you aren’t organized, it can be easy to accidentally claim deductions your business isn’t eligible for, such as misclassifying personal expenses as business costs. This can lead to fines, interest, or delayed refunds. To avoid these issues, carefully review the criteria for each deduction, such as childcare or premium tax credits. Review all entries before filing, and file Form 1040-X if you discover an error.
How to save on taxes as a small business owner
Although taxes can feel overwhelming as a small business owner, there are a few ways to save yourself time and money. Follow these rules:
- Stay organized. Setting up a separate bank account or credit card for business expenses helps ensure all your information is in one place when tax season rolls around. You may also consider using bookkeeping software and switching to digital versions of receipts.
- Make estimated tax payments on time. If your business qualifies as an S corporation, you'll need to estimate your taxes for the year and pay portions of that estimated total quarterly. As a business owner, you need to do the same for your income tax and self-employment tax. These regular payments and estimations will keep tax season from being a surprise to you and your bank account.
- Max out your retirement plan contributions. Although retirement plan limitations vary, contributing the maximum amount to your retirement plan puts your money in a safe place to grow. It may be tempting to use your income for more immediate things, but be disciplined and only prioritize real emergencies and basic necessities over retirement contributions.
- Consider hiring a certified public accountant (CPA) or an enrolled agent. No online guide or quick tip round-up can give you the kind of specialized advice that a professional can. A CPA will get to know your business and understand how to best file your taxes every year.
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The Columbia Montour Chamber of Commerce is a proud member of the U.S. Chamber of Commerce and an active part of the U.S. Chamber Federation of small and regional chambers, which routinely provides content like the article above. The content above does not constitute legal, accounting, tax, or other professional advice but is for general informational purposes. For accurate, complete advice, readers are encouraged to consult with qualified legal, accounting, or other professional advisors before making any decisions based on the information provided. If you need help finding qualified help, please contact the Chamber for a list of our members.
Chamber Announces 2026 Annual Award Honorees
Member businesses and individuals of The Columbia Montour Chamber of Commerce were recognized during the organization’s Annual Meeting & Awards Ceremony on Wednesday, February 25th, at the HAAS Center for the Arts on Commonwealth University - Bloomsburg's campus.
Over 200 guests attended the evening event, which celebrated outstanding member achievements, elected members to the Board of Directors, highlighted Chamber activities of the past year, and previewed the year ahead.
Nominations for the Chamber’s Annual Awards open each August and remain open through December 31, allowing members ample time to thoughtfully recognize deserving businesses and individuals. Each award category has a dedicated nomination form outlining specific eligibility criteria and impact areas. To ensure consistency and transparency in the selection process, the Chamber utilizes a standardized evaluation rubric aligned with each category’s stated criteria.
Nominations were reviewed by a committee that assesses demonstrated leadership, measurable community impact, innovation, workforce development, economic contribution, and sustained engagement within the Columbia-Montour region. Final award recipients were selected based on the strength of their nomination materials and overall alignment with the award’s purpose.
The Chamber’s five annual awards were presented to organizations and individuals for their extraordinary contributions to the community. The following awards were presented:
Small Business of the Year - Sean Black State Farm Insurance Agency
Sean Black of State Farm Insurance accepts the award for 2026 Small Business of the Year sponsored by Journey Bank.
The Small Business of the Year award is presented to a member business with thirty employees or fewer that has demonstrated business or community leadership evidenced by diversification and creativity in the development of new products, services, and or markets, demonstrated staying power and positive response to adversity, and demonstrated meaningful community involvement.
Sean Black State Farm Insurance exemplifies what it means to be a “good neighbor” in business and in the community. Sean has built a workplace where employees are empowered to grow both professionally and personally. That investment has translated into a thriving agency culture rooted in leadership development, mentorship, and long term success.
Through The Good Neighbor Project and active involvement with the Chamber, Sean and his team consistently lift up local nonprofits, small businesses, and future leaders through financial support, volunteerism, and relationship building. His commitment to engagement, service, and community connection demonstrates the powerful impact a small business can have on a region’s long term success.
Large Business of the Year - Journey Bank
Lance Diehl of Journey Bank accepts the award for 2026 Large Business of the Year sponsored by Post Consumer Brands.
The Large Business of the Year award recognizes companies with more than thirty one employees that exemplify strong leadership, resilience, community involvement, and long term success.
Journey Bank exemplifies what it means to be a strong, community centered financial institution. With more than 200 employees across Central and Northeastern Pennsylvania, Journey Bank provides stable local employment while investing in projects that fuel small business growth, housing development, and community revitalization.
The Bank is deeply committed to employee development, offering year round training, leadership opportunities, and funding for continued education through industry organizations and certifications. Beyond the workplace, Journey Bank’s impact is felt throughout the region through hands on volunteerism, meaningful partnerships, and philanthropic initiatives that support financial literacy, youth development, and community pride. From small business lending to signature programs such as the Journey Bank Teen Star Musical Competition, the Bank continues to strengthen both the regional economy and the communities it serves through leadership, innovation, and genuine connection.
Nonprofit of the Year - Central Susquehanna Opportunities
Megan Bair of Central Susquehanna Opportunities accepts the award for 2026 Nonprofit of the Year sponsored by PNC Bank.
The Nonprofit of the Year award is presented to a 501(c)(3) organization with one hundred or fewer employees that has provided diversified and creative aid to the Columbia Montour region utilizing business, personal, and community resources.
Central Susquehanna Opportunities has been a cornerstone of community support for more than six decades, addressing critical needs such as food security, housing stability, workforce development, and economic mobility. Through innovative initiatives including its nationally recognized mobile food pantries and comprehensive self sufficiency programs, CSO removes barriers and delivers services directly to those in need.
The organization’s extensive public and private partnerships amplify its regional impact while fostering long term, sustainable solutions. CSO’s holistic approach continues to empower individuals and families while strengthening communities across Columbia and Montour Counties.
Community Progress - Geisinger
Dawn Zeiger and Ann Blankenhorn of Geisinger accept the 2026 Community Progress Award sponsored by Press Enterprise Commercial Printing.
The Community Progress Award recognizes a member business or organization that has improved the internal or external appearance of a commercial property through new construction, renovation, restoration, or remodeling within the past three calendar years.
Geisinger Behavioral Health Center Danville represents a significant regional investment addressing the growing need for accessible inpatient mental health services. Opened in 2025 following a $49 million investment, the facility expands behavioral health capacity while allowing other regional hospitals to enhance medical care services.
Designed as both a treatment and teaching facility, the Center supports workforce development by training future healthcare professionals. This project fills a critical care gap while reinforcing Geisinger’s long standing commitment to community health, economic impact, and keeping care local.
Outstanding Citizen - Liz Strauss
Liz Strauss accepts the 2026 Outstanding Citizen Award sponsored by B.I.D.A.
The Outstanding Citizen award is presented to an individual who is an employee or volunteer of a member organization and who is involved in civic activities beneficial to the Columbia Montour region while projecting a positive community image.
Elizabeth “Liz” Strauss has dedicated more than five decades to strengthening Columbia County through visionary leadership, volunteerism, and advocacy. As a co founder of the Bloomsburg Children’s Museum, she helped establish a cultural and educational institution that enriches families, supports local businesses, and attracts visitors to the region.
Her service on numerous boards and committees reflects a lifelong commitment to education, accessibility, and intergenerational support. Liz’s steady leadership, mentorship, and dedication have left an enduring legacy of resilience, opportunity, and community growth across the region.
The Columbia Montour Chamber of Commerce extends its sincere congratulations to all nominees for this year’s awards. Each nominee represents the strength, innovation, and generosity that define our regional business community. Being nominated is a meaningful recognition of leadership, service, and impact, and we are grateful for the countless ways these individuals and organizations contribute to the vitality and success of Columbia and Montour Counties.
Member News ~ February 19, 2026
Events & Dates:
Winter Concert Series: Kartune at the Berwick Theater - February 26
The Berwick Theater & Center for Community Arts continues its Winter Concert Series with a live performance by Kartune on Thursday, February 26, 2026, from 7:00-9:00 PM; doors open at 6:15 PM. This free-admission event invites the community to enjoy an evening of live music, with concessions available for purchase. Bring a friend and support local arts during this lively night in downtown Berwick.
Sleuths Needed to Solve Murder at the Bloomsburg Public Library! - February 26 through March 1
It’s up to you and your fellow detectives to piece together the clues, interrogate suspects, and uncover the truth. Who will solve the mystery? Find out at this thrilling, immersive event where every guest plays a part in the unfolding drama. Don’t miss your chance to step into the pages of this unforgettable murder mystery taking place at 6:00 pm on February 26th, 27th, 28th, and 1:00 pm on March 1st at the Bloomsburg Public Library! Click here for more information.
Journey Bank Hosts Free Event: Prevention Starts with All - The Chris Herren Story - March 12
Journey Bank will host a free community presentation featuring Chris Herren — former NBA and Division I basketball player and nationally recognized advocate for substance use prevention and recovery — on Thursday, March 12, 2026, at 7:30 PM at the Bloomsburg Fairgrounds Arts & Crafts Building (980 West Main Street, Bloomsburg, PA). Learn more here!
Pine Barn Inn Hosts Lenten Seafood Buffet - March 13
Pine Barn Inn is excited to announce another All-You-Can-Eat Seafood Buffet! Join them on Friday, March 13th, from 4 PM to 8 PM for a feast of your favorite seafood dishes. Reservations are required – call 570-953-0121 to secure your spot before it fills up!
Danville Business Alliance Looking for Weekly Market Vendors - May 9 through November 21
Do you grow it, bake it, or make it by hand? DBA wants YOU at the Ferry Street Growers’ Market in Downtown Danville! They are looking for vendors for the upcoming 2026 season. Join the established market community on Ferry Street every Saturday from May 9th to November 21st and connect directly with shoppers who love fresh, local, and handmade goods.
Service 1st Calendar Photo Contest is Underway Now Through July 1
Are you an amateur photographer? Service 1st Federal Credit Union is looking for images that capture the beauty of local communities for its 2027 Calendar. Photos must be from within 15 miles of the Credit Union’s service area. More information can be found here!
Announcements:
MC Federal Credit Union Announces Plans for New Berwick Branch
MC Federal Credit Union has announced plans to expand its footprint with a new full-service branch location in Berwick, Pennsylvania, furthering its commitment to improving access to financial services in underserved communities. The branch will be located at 200 S. Poplar Street, with an anticipated opening in fall 2026. Read on.
Community Giving Foundation’s Youth Action Board Alumni Fund Established to Support Youth Leadership
Community Giving Foundation is proud to announce the establishment of the Youth Action Board Alumni Association Fund, created to invest in the next generation of youth leaders and ensure lasting, meaningful impact across the region. The full press release is available here.
Management & Leadership Program Application Deadline Approaching - February 20th
McKonly & Asbury Webinar: Valuation and Tax Considerations When Buying or Selling a Business - February 26th
Join McKonly & Asbury for a free, one-hour webinar on Thursday, February 26 at 2:00 PM EDT exploring key valuation and tax considerations in business transactions. Partners Eric Blocher, David Blain, and Jeremy Peachey will share practical insights on deal structure, working capital, and tax implications to help attendees navigate negotiations with confidence. Register here.
Bloomsburg Rotary's Annual Peanut Butter and Jelly Drive Happening Now - February 27th
The Bloomsburg Rotary's Annual Peanut Butter and Jelly Drive, which benefits the Bloomsburg Food Cupboard, runs from now until February 27, 2026. Drop-off sites are Diversified Technology, Framing by CJ, Bloomsburg YMCA, St. Columba Church, Key Partners Realty, The Tea Ladies, Bloomsburg Public Library, Brewskis, and the Columbia County Annex.
Lunch & Learn with the Bucknell SBDC: Meta Ads - March 2nd
Ever opened Meta Ads Manager and immediately thought, “Where do I even start?” This Lunch & Learn is designed to demystify the process and walk you through placing your very first Meta (Facebook & Instagram) ad—step by step. Register here!
Save the Date: Focus Central PA 2026 Industrial Development Forum - March 11th
Mark your calendars for the Focus Central PA Industrial Development Forum on Wednesday, March 11, 2026, at the Nittany Lion Inn in State College, PA. This forward-thinking event brings together leaders in industrial innovation and economic growth to explore opportunities shaping Pennsylvania’s future. Learn more at FocusCentralPA.org
Reserve a table at Luzerne County Community College’s Trades, Advanced Technology, and Communication Arts Career Fair - March 27th
LCCC will be hosting a Trades, Advanced Technology, and Communication Arts Career Fair on April 8th, from 10am-1pm. Some majors included in this Fair are: Advanced Manufacturing, Architectural Engineering Tech, Auto Tech, CNC, Diesel, Electrical Construction, Electronics Engineering, Engineering, Design, & Manufacturing, HVAC, Industrial Maintenance, Mechatronics, Plumbing, Heating, & Air Conditioning, Welding. Registration is open until March 27, 2026, at 5pm. Click here to register.
Columbia Montour Transition Council Hosting Career Expo - April 15
The Columbia Montour Transition Council will be hosting its 2026 Career Fair at the Blue Jay Academy on Wednesday, April 15th, 2026, from 8:00 a.m. to 3:00 p.m. Students from all 8 schools in the region will be invited to attend. Businesses interested in attending this event can register here. Lunch is provided to all businesses in attendance.
Pennsylvania Free Enterprise Week seeking Volunteers
Pennsylvania Free Enterprise Week provides practical, hands-on education by immersing students in the exciting world of business. This one-week summer program provides students with an appreciation of our American free enterprise system, leaving them with a newfound passion and clarity for their future. Be the reason a student discovers their potential by volunteering for PFEW 2026, and help students build skills that last a lifetime. Learn more at http://www.pfew.org
Everything You Need to Know to Handle Customer Complaints and Build a Loyal Fanbase
Source: CO, by U.S. Chamber, Jessica Elliott , Contributor
Turn mistakes into opportunities by using de-escalation techniques and resolution-tracking tools. Take these steps to effectively manage customer grievances.
No small business is perfect, but how it handles customer complaints matters. An effective process resolves issues quickly and consistently, transforming poor experiences into positive ones.
Learn how resolution-tracking tools and de-escalation training improve customer service recovery. Let’s start with a scalable framework for dealing with customer complaints.
How to handle customer complaints as a small business
To effectively handle customer complaints, small businesses must acknowledge and resolve issues quickly, accurately, and consistently. The effort is worth it because offering great customer service and support can increase loyalty and retention.
According to the 2026 Zendesk CX Trends report, nearly 9 out of 10 consumers consider response times and resolution quality when buying products or services. Almost as many business leaders said, “Customers will drop brands that cannot resolve issues on first contact.”
Manage customer feedback and grievances by:
- Establishing processes and procedures: Define support channels, response times, and escalation paths.
- Training employees: Teach empathy and de-escalation skills, and empower teams to resolve issues independently.
- Leveraging technology: Use ticketing software, complaint resolution tracking tools, and chatbots to improve customer support.
- Monitoring metrics and applying insights: Review complaint trends to identify ways to prevent issues and enhance your resolution process.
Develop a complaint management process
A complaint management process standardizes how your company receives and resolves customer issues. Take a customer service quiz to assess your current approach, then explore ways to improve it.
Think about these components:
- Customer service voice: Describe the tone, language, and personality your company uses in client interactions.
- Channels: Identify how customers lodge complaints, such as self-service, email, phone, website forms, or help desk tools.
- Internal process: Outline the steps for handling customer complaints, from first contact to resolution and final follow-up.
- Service timelines: Clarify response times for each complaint stage and channel.
Identify common customer complaints
Look at internal data and public feedback to identify the top reasons customers complain. Frontline staff interact with clients most often, making them a good source of information. You can also review conversations in customer relationship management (CRM) systems or use artificial intelligence (AI) monitoring tools to assess sentiment across social media and online reviews.
The most common customer complaints include:
- Long wait times during customer service calls.
- A staff member or another customer offended them.
- Out-of-stock or discontinued products.
- Defective or unacceptable goods or services.
- Items were missing or broken during shipping.
- Inadequate communication about staff turnover or policy changes.
- Your goods or services didn’t meet their expectations.
- A concern about billing or fees.
Decide when to escalate customer issues to management
Employees typically escalate a complaint when they don’t have the experience or authority to resolve it, a customer demands a manager, or acts abusively. However, team members may handle angry customers or unresolved issues differently, leading to an inconsistent customer experience.
Create an escalation matrix or document outlining your criteria and procedures that defines:
- When employees should escalate complaints, based on complexity or time.
- Who handles escalations, including names, job roles, and contact details.
- What to say to customers before a hand off and how to forward the complaint.
Train staff to de-escalate complaints professionally
Training employees to handle complaints professionally, even when dealing with rude or angry customers, increases first-contact resolution rates. Faster solutions can turn unhappy clients or one-time buyers into repeat customers.
Here’s what to address and how:
- Positive and negative language: Explain the difference, share examples, and ask staff to rephrase negative responses, such as “We’re behind,” “We can’t get that item right now,” or “That’s against our policy.”
- Tips on active listening: Discuss key soft skills, like listening without interrupting, repeating issues back to customers, and empathizing with a heartfelt “I understand” or similar phrase.
- De-escalation strategies: Train employees to handle angry customers using a script and empathetic or solution-oriented de-escalation phrases and to know when to refer cases to supervisors.
- Role-play scenarios: Walk through common complaints, then have teams respond to hypothetical situations. Review their replies to calls or messages, highlighting good de-escalation techniques and opportunities for improvement.
Use tech tools to track complaint resolution
Technology supports employees and customers in the complaint management process. Customer service representatives use complaint resolution tools and CRM software to prioritize and personalize responses. Other solutions help clients quickly find information or report issues.
Digital customer service tools include:
- Chatbots: Acknowledge customer complaints immediately, resolve simple requests, suggest self-service options, or hand off more complex or urgent issues to employees.
- Knowledge base: Provide AI search tools for fast access to common issues and solutions, company policies, and product or service information.
- Ticketing tools: Categorize complaints; route from email, social media, or website forms to a central inbox; and assign and notify individuals or teams.
- CRM software: Refer to the customer history, including interactions and purchases, for additional insights. When a CRM is integrated with complaint-resolution tools, it can help with documentation, communication, and customer follow-up.
Follow up after resolving a customer complaint
Check in with customers who reported problems or left negative business reviews. Thank them for reaching out, confirm they’re satisfied with the resolution, and listen to any additional feedback they provide.
Taking this step can turn a negative customer experience into a positive one. It demonstrates your commitment to excellent service and shows customers that you value their business.
Monitor and improve customer service recovery
Continuous monitoring helps small businesses catch customer service issues early. Use insights to adjust your process to better manage customer expectations and provide targeted training to close skill gaps.
Keep tabs on your customer service recovery efforts by:
- Setting key performance indicators for complaint resolution, average handle time, and cost per resolution.
- Using AI customer service tools to identify trends or patterns and fix the root cause of common problems.
- Examining customer feedback after resolving mistakes to see if service recovery efforts have positive outcomes.
- Reviewing engagement levels and growth rates in customer loyalty programs and community groups.
CO— aims to bring you inspiration from leading respected experts. However, before making any business decision, you should consult a professional who can advise you based on your individual situation.
Virtual-First Health Plans: The New Frontier of Telehealth Care
Source: My Benefit Advisor
As technology reshapes how we work and live, it’s also redefining how employees access healthcare. Virtual-first health plans, which make digital primary care the initial point of contact, are rapidly emerging as a cost-effective, convenient alternative to traditional insurance models. What began as a pandemic necessity has become a preferred pathway for many employees seeking faster, more flexible care.
Unlike legacy telehealth options that serve as plug-ins to brick and mortar care, virtual-first models are designed to manage most primary and behavioral healthcare needs remotely. Employees can schedule video visits, chat with care teams, refill prescriptions, and receive preventive coaching from their phone or laptop, often with same-day access. When in-person treatment is needed, care navigators coordinate referrals to high-quality, lower cost providers.
For employers, the benefits are compelling. Virtual-first plans can reduce ER and urgent-care utilization, increase engagement with preventive services, and deliver meaningful cost control, particularly for geographically dispersed or shift-based workforces. Younger employees and working parents appreciate the flexibility virtual first provides, while organizations gain visibility through integrated reporting and analytics.
Still, success depends on communication and digital literacy. Employers must introduce these plans clearly, support first-time users, and emphasize that virtual care enhances, not replaces, human connection.
With adoption accelerating, virtual-first healthcare is not merely an innovation, it’s a strategic evolution toward easier access, smarter cost management, and a better experience for employees and families alike.
The Columbia-Montour Chamber of Commerce offers its members access to My Benefit Advisor as a solution for employee benefits, including voluntary offerings. For more information about My Benefit Advisor, visit our website at cmcc.mybenefitadvisor.com or contact Rob Higginbotham at (800) 377-3539.
One Small Habit That Makes Leaders Instantly More Likable (and More Effective)
Source: Chamber Today
- The habit: Saying “thank you” early, often, and with specificity.
- Why it works: Gratitude signals respect, builds trust, and lowers defensiveness.
- The impact: Teams feel seen, performance improves, and leaders gain credibility.
- The shift: Move from generic praise to precise appreciation tied to outcomes.
- The takeaway: Likability is not a personality trait. It is a practice.
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Leadership conversations often focus on strategy, vision, and execution. All matter. Yet one small habit consistently separates leaders people want to follow from those they simply tolerate: expressing genuine, specific gratitude.
This is not about being nice for the sake of optics. It is about recognizing effort in a way that signals respect and competence. When leaders make a habit of saying “thank you” clearly and intentionally, they become more likable and more effective at the same time.
Gratitude works because it changes the emotional temperature of a room. In fast-moving organizations, people are conditioned to hear what went wrong, what is late, or what needs fixing. When a leader pauses to acknowledge what went right and who made it happen, it creates balance. Teams relax. Defensiveness drops. Trust increases.
The key is specificity. A vague “thanks, everyone” at the end of a meeting rarely lands. But a targeted message does. “Thank you for pushing back on that timeline and protecting the team from burnout” tells someone they were seen. “I appreciate how you handled that client call calmly under pressure” reinforces behaviors worth repeating.
This habit also reinforces clarity. By naming exactly what you value, you teach the organization what good looks like. Over time, this reduces confusion and rework. People do more of what gets recognized, not because they are chasing praise, but because they understand the standard.
There is also a credibility dividend. Leaders who consistently acknowledge others are perceived as more confident, not less. They do not need to hoard credit. Their authority comes from judgment and fairness. In contrast, leaders who rarely express appreciation often feel distant, even if their intentions are good.
Importantly, gratitude does not dilute accountability. In fact, it strengthens it. When people feel respected, they are more open to feedback and correction. A culture that includes appreciation alongside high standards creates resilience. Teams are more willing to stretch, take responsibility, and recover from mistakes.
The habit is simple, but it requires discipline. Build it into your day. Open meetings by recognizing a recent win. Close one-on-ones by thanking someone for a specific contribution. Follow up tough conversations with appreciation for effort, even when outcomes are still evolving.
For senior leaders, this habit scales. A short, thoughtful note copied to the right stakeholders can travel far. It signals what matters without a speech or memo. Over time, it shapes culture more powerfully than slogans on a wall.
Likability is often dismissed as soft. In reality, it is a strategic asset. People work harder for leaders who notice them. They stay longer. They speak up sooner. All of that improves results.
The Bottom Line
The most effective leaders are not those who command the most attention. They are the ones who consistently recognize the contributions of others. A simple, specific “thank you” costs little, takes seconds, and pays dividends in trust, performance, and followership.
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The Columbia Montour Chamber of Commerce is a private non-profit organization that aims to support the growth and development of local businesses and our regional economy. We strive to create content that not only educates but also fosters a sense of connection and collaboration among our readers. Join us as we explore topics such as economic development, networking opportunities, upcoming events, and success stories from our vibrant community. Our resources provide insights, advice, and news that are relevant to business owners, entrepreneurs, and community members alike. The Chamber has been granted license to publish this content provided by Chamber Today, a service of ChamberThink Strategies LLC.
Montour County Historical Society – New Member Highlight
The Montour County Historical Society preserves and shares the rich history of Montour County by safeguarding the stories, places, and people that shaped the community. Through three landmark sites in Montour County: the Montgomery House (built in 1792), the Boyd House, and the Mooresburg One Room Schoolhouse—the Society brings the county’s past to life, from early settlement and industry to education and everyday family life.
The Boyd House is home to the region’s largest military collection, spanning from the Revolutionary War through Operation Desert Storm, along with an extensive business and industry collection that reflects Montour County’s economic and entrepreneurial heritage.
The Montgomery House, built in 1792, is furnished to give guests an authentic glimpse into domestic life in the early 1800s. The home features the Montgomery Collection, including a rare invitation to George Washington’s White House. The second-floor bedroom is dedicated to Abigail Geisinger, showcasing a portrait of her in her twenties along with original furniture, offering a personal connection to one of the region’s most influential figures.
At the Mooresburg One Room Schoolhouse, visiting students and guests step into a 19th-century classroom, experiencing lessons centered around a slate chalkboard, a coal stove warms the space and student's writing on slate tablets, offering a hands-on glimpse into early education.
What sets the Society apart is its commitment to making history relevant and accessible. Carefully curated exhibits, educational programming and research resources (genealogy room) invite residents and visitors to connect with the past and understand how it continues to shape the present. Guided tours are available on Sundays beginning April 2026, or by appointment.
Redeemer Tree & Land – New Member Highlight
Redeemer Tree & Land proudly serves Columbia and Montour counties with thoughtful, faith-driven tree and land care. Led by ISA Certified Arborist Austin Fiedler, the company provides professional tree removal, pruning, stump grinding, forestry mulching, lot and land clearing, property drainage solutions, and gravel driveway restoration.