A personal note from Herb Chambers

Dear Valued customer,

Last, year at this time, I wrote to you about an important workplace distinction of which, I was very proud.

The Herb Chambers Companies were recognized as being amongst The Boston Globe’s Top 100 Places to Work for 2009. I am so proud to tell you, we have just been notified by the Boston Globe, that we have earned this distinction again for 2010.

This year we are ranked eighth in the Large Employer category. We were selected from more than 1,000 employers who participated in the survey. In fact, we are the only automotive dealer ever to have received this award and now we’ve earned it twice.

What I love so much about this is that it was the enthusiastic recognition of our employees’ that made this possible when they nominated our company as a Top 100 workplace.

There is no higher privilege in business than to have your employees emphatically state, “What a great place to work”! … And then, want to tell the whole world…amazing!

Thank you.

Herb Chambers

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The soul of a leader

Three top executives who all inspire loyalty among employees reveal their personal goals, leadership methods — and deepest fears

November 7, 2010

To be one of the Globe’s Top Places to Work, an organization’s employees must believe the people at the top know what they’re doing and care about providing a rewarding work experience. Anthony Consigli of Consigli Construction Co., Kathleen “Kit’’ Tunney of Associates for Human Services, and Herb Chambers of Herb Chambers Cos. all run organizations that ranked high in our survey for employee faith that the organization is in good hands. Top Places editor Michael Warshaw asked them what good leaders do.

• Globe: Anthony, what does it mean to you that your name is on the company?

Consigli: It might make the accountability that much greater. But I don’t think that it is the end all, be all. The reason the name is important is because I have three generations preceding me. If I screw up, I feel like I let somebody down.

• Globe: Herb, what about your name on your company?

Chambers: Well, I think it is different for me because I was the guy that started the company. I think that the pressure on you, Anthony, is five times greater than it is on me.

The company I have today is not what I envisioned 20, 25 years ago. At the time I sold my first company, I was 38 years old. I said, ‘What am I going to do now?’ and I went down to buy a car, and instead of buying the car, I bought the dealership.

Tunney: That is a great story.

Chambers: I realized how bad that particular dealership was. It just looked like the guy wanted to get out of it. I bought it right on the spot.

In the automobile business, you don’t necessarily have to be great. You have to be good. If you are good, you are great. Because most people say they hate car dealers.

We don’t build cars. They roll in, and we have to find a home for them. Our people are so important because the product is unimportant. If you like Honda, you’re going to buy a Honda whether you buy it from me or somebody else. The question becomes: Can we fulfill the need of delivering that car to the customer better than somebody else can?

I hold a training meeting once a month, and we have 300 or 400 people there for breakfast, our whole sales organization. Salespeople have got to be kind of cheered up all the time, because they have a tendency to fall down. Technicians are a kind of a different breed. They have a different level of motivation than salespeople do.

• Globe: Do you speak to each group differently?

Chambers: I do. When I am in the dealerships, I talk to the guys and ask, ‘How is everything with the shop? Anything we can do for you?’

All of our shops are now air conditioned. That came out of one of the comments I got from one of the guys.

• Globe: Kit, you came up differently, from being a staffer.

Tunney: I fell in love with the work that we do — with the staff that I was working with. And over time, wanted to make some changes there, took some courses to get a little bit of credentials in management. And happened to be at the right place at the right time.

• Globe: How did the experience of being a staff member affect your leadership?

Tunney: Having been there and done that makes me more approachable. I try to involve them in problem solving and decision making, because that was important to me when I felt like I didn’t have that voice.

I go out to a group home and say to the staff, ‘How’s it going?’ and I stop to listen to the answer. But I also provide formal opportunities for them to participate in focus groups and surveys to tell me how good of a job we are doing.

• Globe: Tell us something that surprised you that came out of that.

Tunney: Lack of natural light. We had staff in cubbies with no windows. When I decided to build our building, and we interviewed staff to ask them what they wanted, what I heard was: light. Now our building has windows right across the top. It is all one level. And there are suites set off at angles, so it doesn’t look like a motel.

• Globe: Anthony, what are you looking for when you tour your construction sites?

Consigli: I am looking for them to talk to me like I am a normal person, vs. a company president. I think there are some incredibly smart people out there that are building these buildings. They are equally important to this deal as I am. I don’t think they understand that sometimes.

• Globe: Kit, how important is the staff dedication to your mission?

Tunney: It is essential. You train, train, train. I don’t have a breakfast every month for 400 people, but it is the same thing. You’ve got to find out what their needs are, and you have to meet those needs. If I have a staff that didn’t do a good job because I didn’t provide the opportunity to gain the skills that they need, then I am the one at fault.

For instance, if you have an individual that lives in a group home, in a wheelchair, and then is maybe visually impaired, you need to provide training for that particular staff. How do you present a meal to someone that is visually impaired? How do you get them to a table if they are in a wheelchair? So you really have to be very thorough putting together orientation for staff. And follow up, follow up, follow up.

Chambers: In the automobile business, I am embarrassed to say how simple it is. The manufacturer provides you with information on all of the technicians, all the salespeople, the individual dealerships, how they all perform. We know where the problems are.

• Globe: Herb, you bought that dealership, it seems, almost on impulse.

Tunney: That is confidence, and I admire that.

Chambers: I don’t think I am smarter than anybody else. On the same token, I don’t think I am a lot dumber than anybody else. Believe me, I live on fear. I am always worried about everything all the time.

• Globe: Fear of what?

Chambers: Fear of failing in anything. I don’t want to fail.

• Globe: Kit, do you have fear?

Tunney: We’re federally and state funded. I am always wondering whether or not our contracts are going to get cut. And they do. Then I need to figure out, ‘How am I going to do more with less?’ I am always afraid it’s going to get cut so much that I am going to have to look at laying off staff.

• Globe: Anthony, is fear a motivator?

Consigli: Fear and regret. I stay up all night thinking about the things that could go wrong. Construction is a dangerous business. People die, and I am fearful of that. Quality problems, reputation — all those things.

I would say regret is equal. I hate thinking that I am going to regret decisions I made or didn’t make 10 years out, 30 years out.

• Globe: How do you avoid it?

Consigli: Thinking a lot about it. The greatest regret would be tanking a company that has been around for 105 years. I think that fear and hard work hold off that danger of making a decision that you’ll regret.

Do you screw up? Yeah. Everybody screws up. But you man up, you admit it, and you move on. If there are three things that I aspire to, they are humility, empathy, and accountability — just doing what you said you were going to do. I think that if I can do that more often than not, generally speaking, things will go well.

Tunney: If people have a healthy work ethic, they want to come to work and they want to be respected for what they do. And they want to do their best and they want to be rewarded for that. They want to have decent pay checks. And that is what we try to do.

Consigli: If we are the people behind our organizations who are responsible for that, we need to be doing the proper planning and working hard to make sure we’re putting things in place for that to happen for people.

Chambers: Everybody likes to believe they have good integrity. They all like to believe that they work hard. Who is going to set the pace of the organization? The pace of the organization is the speed of the leader, right? They look at you and say, ‘He really puts his heart and soul into everything that he does, or she does.’ So what are you doing to do? You’re going to put your heart and soul into it.

Consigli: The day that I stop doing that is the day I have to get out and let someone else take over. I have seen so many organizations where that doesn’t happen. If I get hit by a bus tomorrow, I want the organization to keep going just like nothing happened. That’s success.

© Copyright 2010 The New York Times Company

The Massachusetts Turnpike Authority, Transportation Secretary and Governor Patrick have launched a Test Pilot Program for Mass Pike Transponder distribution.

Five of our dealerships will be participating in this Pilot Program.

Those five Herb Chambers dealerships are:

Herb Chambers Toyota of Auburn
809 Washington Street
Auburn, Massachusetts 01501

Need help finding Herb Chambers Toyota of Auburn? Simply click here to view Herb Chambers Toyota of Auburn on Google Maps, where you can easily print our driving directions.

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Herb Chambers Toyota of Boston
32 Brighton Ave
Boston, Massachusetts 02134

Need help finding Toyota of Boston?   Simply click here to view Herb Chambers Toyota of Boston on Google Maps, where you can easily print our driving directions.

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Herb Chambers Honda of Boston
1186 Commonwealth Avenue
Boston, Massachusetts 02134

Need help finding our dealership? Simply click here to view Herb Chambers Honda of Boston on Google Maps, where you can easily print our driving directions.

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Chambers Motorcars of Boston
259 McGrath Highway
Somerville, Massachusetts 02145

Need help finding Chambers Motorcars of Boston? Simply click here to view Chambers Motorcars of Boston on Google Maps, where you can easily print our driving directions.

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Herb Chambers Lexus
25 Providence Highway
Sharon, Massachusetts 02067

Need help finding our dealership? Simply click here to view Herb Chambers Lexus on Google Maps, where you can easily print our driving directions

April 22, 2009

BOSTON –There’s now no financial reason not to get a Massachusetts Turnpike Fast Lane transponder and avoid paying cash at a toll booth.

The Pike’s board of directors voted unanimously Wednesday to give drivers free transponders. They’ve long been sold for $29.95, but the board voted earlier this year to replace that upfront cost with a 50-cent monthly usage fee.

Huge traffic backups over Easter prompted Pike officials to examine better ways to lessen congestion at toll booths. They decided eliminating any charge for a transponder would remove any remaining barrier for drivers to get one.

Agency officials also announced the backups had prompted them to cancel planned layoffs of 50 toll collectors. They have already lost an equivalent number through attrition. 

Courtesy of:  WICKED LOCAL

By Staff reports
Fri May 08, 2009, 07:58 AM EDT

Saugus – Massachusetts Turnpike Authority officials are reminding motorists to monitor traffic conditions and plan ahead as the high traffic volume season begins on Thursdays and Fridays prior to spring and summer weekends.

In 2008 the Thursday and Friday before Mother’s Day weekend logged in the top 25 highest traffic volume days out of 365 days on the Turnpike and on I-93 in Boston. Mother’s Day was the fourth busiest traveled Sunday on both highways in 2008 with peak travel hours between 4-7 pm. Last year the third Thursday, Friday and Sunday in May were even higher volume days with that Sunday ranking as the busiest on I-93 in Boston. This May, graduations, sporting events such as the Red Sox, Celtics and Bruins play-offs and the departures of college students all add to increased travel.

Motorists should allow extra travel time. Pay close attention to conditions at the busy I-84 interchange at Exit 9 in Sturbridge. Other interchanges are also expected to see heavy volume. It is recommended that drivers check radio traffic reports, call the 511 state traffic information line, or check www.masspike.com and its expanded Road Conditions page and Traffic Cameras page to monitor real-time traffic conditions.

The Turnpike toll plazas will be staffed to minimize traffic delays and inconvenience. Toll managers will be on hand to monitor traffic conditions and to call in extra help if necessary. Despite full staffing levels, traffic conditions at the toll plazas can be impacted by shear volume, weather conditions, accidents and traffic issues on adjoining roadways.

To help improve traffic flow, Turnpike officials have enhanced enforcement approaching the FAST LANE lanes at the I-90 (MassPike) Eastbound toll plaza near I-95 (Route 128). All cash lane customers are advised to keep right. Barrels and cones have been placed between the FAST LANES and the cash lanes. Also an assigned state trooper enforces the lane restrictions. Cash customers who go through a FAST LANE are subject to a $50 FAST LANE violation.

To save time, money and gas, motorists are encouraged to join FAST LANE. Since the free transponder program began in mid-February more than 62,000 transponders have been distributed.

Free transponders are available instantly at FAST LANE Service Centers in Auburn, Natick, and East Boston. Weekend commuters can conveniently pull off the road in Auburn at Exit 10 (9 am to 2 pm) and Natick (Saturday only) next to the McDonalds to pick up a free transponder on the spot. FAST LANE transponder applications are also available online or by calling 1-877-MASSPIKE (1-877-627-7745). FAST LANE is also available for non-commercial accounts at many Registry of Motor Vehicle branch offices and now at Herb Chambers Dealership locations.

Sign up for e-Traveler at www.masspike.com to receive up-to-date emails regarding traffic changes and road restrictions.

Transponders will be available at Selected Herb Chambers Dealers

Boston – Responding on Saturday to Gov/ Deval Patrick’s directive, the Executive Office of Transportation and the Massachusetts Turnpike Authority announced a series of initiatives to mitigate congestion at tollbooths during high-traffic periods and improve overall customer service and public safety on the Turnpike.

Transportation officials also pledged to put in place staffing plans for holiday and other high-traffic weekends that will reduce congestion and minimize lengthy delays.??

“I, like every member of my management team, regret the delays that were experienced by so many drivers last weekend. None of us ever want unnecessary delays and my team is working to ensure that we have plans in place that will allow us to reduce congestion at toll plazas during high-traffic periods,” said Turnpike Executive Director Alan LeBovidge.

A preliminary report from the Executive Office of Transportation did not reveal a coordinated job action by Turnpike employees, LeBovidge said, adding that the report did point to a number of cost-cutting moves, in particular a policy of eliminating overtime for toll takers that contributed to a reduced number of collectors and the subsequent traffic back-up last weekend.??

Transportation Secretary James A. Aloisi Jr. said, “Our job is to keep faith with taxpayers while also keeping faith with drivers who use our roads and bridges. The Turnpike faces unprecedented fiscal challenges that have put it on the brink of insolvency so we must continue the difficult task of cutting costs while keeping customer service and public safety our No. 1 priority.”

In order to avoid lengthy delays at toll plazas on holiday weekends and days in which a high volume of traffic is expected to use cash lanes, LeBovidge and Aloisi announced the Turnpike will implement the following initiatives:??

REDUCING CONGESTION AT TOLL PLAZAS

• The Turnpike will put in place a staffing plan for holiday weekends that will reduce congestion and minimize lengthy delays. Aloisi has already directed the Turnpike to end the practice of not using overtime to fill shifts that become vacant when toll collectors called in sick. In addition, managers will continue to fill in for toll takers when they call in sick or are on break.

• Expand the “wave through” policy to include situations that involve unusual and/or lengthy delays. Decisions to “wave through” will be made by the Turnpike State Police in consultation with the Turnpike’s executive director. As of the fall of 2008, the “wave through” policy was to be used solely in response to public safety situations and the decision was made by the executive director.??

ENCOURAGING FAST LANE TRANSPONDER USE

• At the April 22 meeting of the Turnpike board, Aloisi will ask board members to make Fast Lane transponders free for all drivers. He will ask to eliminate the proposed 50-cent per month service charge for Fast Lane transponders, making them completely free for customers. The 50-cent fee was scheduled to become effective July 1. This action will cost the Turnpike an estimated $6 million in the short term but is expected to lead to long term savings and improved traffic flow on the Turnpike, Aloisi said.

• Expand availability of transponders through a pilot program with five Herb Chambers auto dealerships and by making them available at seven additional Registry of Motor Vehicles locations. Details of the Herb Chambers pilot program will be announced soon.

Currently, the Turnpike has 756,366 Fast Lane accounts using more than 1.1 million transponders. Increased use of the transponders will help reduce congestion at manned tollbooths and save the commonwealth money over the long term. Fast Lane transponders can be ordered at www.masspike.com, by calling 1-877-MASSPIKE, or at eight RMV locations (Eastfield, Watertown, Worcester, Framingham, Chinatown, Beverly, Pittsfield and North Adams).??

ACHIEVING REAL REFORMS AND EFFICIENCIES

• The Turnpike Authority will implement a furlough program for managers similar to the initiative announced last week by Gov/ Patrick for executive branch employees to achieve additional cost savings.

• In order to build a long-term solution to the fiscal problems facing the Turnpike Authority, Aloisi and LeBovidge said they are committed to working in collaboration with the Legislature to pass a reform bill that establishes greater efficiencies through a simple, accountable governance structure that is equipped to generate real cost savings. Comprehensive, meaningful reform must be coupled with new revenue from an increase in the gas tax to pay down Big Dig debt and avoid toll increases, they said.

ZAKIM BRIDGE

• The Massachusetts Turnpike Authority will turn the Zakim Bridge decorative lights back on tonight (Saturday, April 18) thanks to private donations. LeBovidge is working to finalize a longer-term public-private partnership plan that will keep the lights on permanently, with the potential of more energy efficient lighting sources.

Herb Chambers Transponder Program

Below is a release from the Executive Office of Transportation:

BOSTON – Responding to Governor Patrick’s directive, the Executive Office of Transportation and the Massachusetts Turnpike Authority today announced a series of initiatives to mitigate congestion at toll booths during high-traffic periods and improve overall customer service and public safety on the Turnpike. Transportation officials also pledged to put in place staffing plans for holiday and other high-traffic weekends that will reduce congestion and minimize lengthy delays.

“I, like every member of my management team, regret the delays that were experienced by so many drivers last weekend. None of us ever want unnecessary delays and my team is working to ensure that we have plans in place that will allow us to reduce congestion at toll plazas during high-traffic periods,” said Turnpike Executive Director Alan LeBovidge.

A preliminary report from the Executive Office of Transportation did not reveal a coordinated job action by Turnpike employees. It did point to a number of cost-cutting moves, in particular a policy of eliminating overtime for toll takers that contributed to a reduced number of collectors and the subsequent traffic back-up last weekend.

Transportation Secretary James A. Aloisi, Jr. said, “Our job is to keep faith with taxpayers while also keeping faith with drivers who use our roads and bridges. The Turnpike faces unprecedented fiscal challenges that have put it on the brink of insolvency so we must continue the difficult task of cutting costs while keeping customer service and public safety our number one priority.”

In order to avoid lengthy delays at toll plazas on holiday weekends and days in which a high volume of traffic is expected to use cash lanes, Director LeBovidge and Secretary Aloisi announced the Turnpike will implement the following initiatives:

Herb Chambers Fast Lane Transponder Program

REDUCING CONGESTION AT TOLL PLAZAS

The Turnpike will put in place a staffing plan for holiday weekends that will reduce congestion and minimize lengthy delays. Secretary Aloisi has already directed the Turnpike to end the practice of not using overtime to fill shifts that become vacant when toll collectors called in sick. In addition, managers will continue to fill in for toll takers when they call in sick or are on break.

Expand the “wave through” policy to include situations that involve unusual and/or lengthy delays. Decision to “wave through” will be made by the Turnpike State Police in consultation with the Turnpike’s Executive Director. As of the Fall of 2008, the “wave through” policy was to be used solely in response to public safety situations and the decision was made by the Executive Director.

ENCOURAGING FAST LANE TRANSPONDER USE

At the April 22 meeting of the Turnpike Board, Secretary Aloisi will ask Board members to make Fast Lane transponders free for all drivers. He will ask to eliminate the proposed 50 cent per month service charge for Fast Lane transponders, making them completely free for customers. The 50 cent fee was scheduled to become effective July 1.This action will cost the Turnpike an estimated $6 million in the short term but is expected to lead to long term savings and improved traffic flow on the Turnpike.

Expand availability of transponders through pilot program with five Herb Chambers Auto Dealerships and by making them available at seven additional Registry of Motor Vehicles locations. Details of the Herb Chambers pilot program will be announced soon.

Currently, the Turnpike has 756,366 Fast Lane accounts using over 1.1 million transponders. Increased use of the transponders will help reduce congestion at manned toll booths and save the Commonwealth money over the long term. Fast Lane transponders can be ordered at www.masspike.com, by calling 1-877-MASSPIKE, or at eight RMV locations (Eastfield, Watertown, Worcester, Framingham, Chinatown, Beverly, Pittsfield and North Adams).

ACHIEVING REAL REFORMS AND EFFICIENCIES

The Turnpike Authority will implement a furlough program for managers similar to the initiative announced last week by Governor Patrick for executive branch employees to achieve additional cost savings.

In order to build a long-term solution to the fiscal problems facing the Turnpike Authority, Secretary Aloisi and Executive Director LeBovidge are committed to working in collaboration with the Legislature to pass a reform bill that establishes greaterefficiencies through a simple, accountable governance structure that is equipped to generate real cost savings. Comprehensive, meaningful reform must be coupled with new revenue from an increase in the gas tax to pay down Big Dig debt and avoid toll increases.

ZAKIM BRIDGE

The Massachusetts Turnpike Authority will turn the Zakim Bridge decorative lights back on tonight thanks to private donations. Executive Director Alan LeBovidge is working to finalize a longer term public-private partnership plan that will keep the lights on permanently, with the potential of more energy efficient lighting sources.

Article URL: http://www.bostonherald.com/news/politics/view.bg?articleid=1166630