Oswego EDC touts business "concierge" program, seeks better outreach and BR&E data

Commissioners at the Oswego Economic Development Commission meeting spent substantial time on the village’s business concierge program and related business retention work, seeking ways to publicize the service and to collect better feedback from downtown merchants.

Kevin (staff member) described the concierge model as a team approach that pairs planning staff, the business concierge and building-permits staff to shepherd small businesses through permitting and construction. “We would check-in with her on a weekly basis. We have a checklist of things that still need to be done,” Kevin said about how staff helped a recent tenant move toward opening.

Rachel Grama Schneider, assistant development services director, and Jose Zavala, building and permits manager, were described by staff as core members of the concierge team that meets weekly to coordinate site visits, follow-up actions and permitting details.

Commissioners and downtown merchants recounted recurring problems the concierge addresses: sign permitting confusion, last-minute requests from external agencies, and fragmented guidance that can slow openings. Laura Witt (EDC member) described helping a downtown business, Hello Gorgeous, by connecting the owner with Rachel so the owner would know “what you can have” rather than only being told “what you can’t have.”

Commissioners said the concierge also helps reconcile contradictory requirements from external agencies by convening a project review group when needed. Kevin said the project review group brings relevant stakeholders into one meeting so applicants hear consolidated comments rather than receiving conflicting guidance piecemeal.

EDC members discussed next steps to expand the program’s reach: develop tip sheets for common use cases (rebrand, new business, signage), include concierge information in building-permit packets, and run an outreach open house this fall focused on “economic development 101,” the concierge program and active projects. Commissioners volunteered to help plan a public event and proposed hosting it at a business site to increase turnout.

Commissioners emphasized the program’s potential cost savings for small businesses by preventing rework and inspection failures. Kevin and members of the commission said staff will continue to refine packaging and promotion of concierge services and return to the commission with specifics.

Clarifying details: staff said the concierge meets weekly and that the program has already assisted several downtown openings; they are seeking ways to promote the service more broadly.