TWILA’S HOME IN SUNDERLAND . . . 5:30 p.m.

Twila’s home also houses the Silver Connections offices. She jokes that the meal is the one she prepares for company because it usually impresses. Her husband Enzio banters back that he is not that impressed because he can make it.  In fact, the recipes come from Ezio’s mother and the meal is delicious. We have Proscuttio, Risotto, Rosemary Chicken, and Salad.  Apple pie from the orchard where Twila’s eldest son works is accompanied by Kawartha Dairy Ice Cream and Espresso. Barb is appreciative of Twila’s skill in the kitchen, as am I.

THE CONVERSATION

Barb Smith and Twila Del Fatti have known each other for eighteen years. They have children who are close in age and both women share a skill for connecting people with each other. Twila explains, “We were constantly asked who should someone contact for this or that requirement. Then we had our own experiences and frustrations so we realized there was a huge need for what we do.”

Barb was experiencing difficulty finding good businesses to work with her aging parents, while Twila was working to find contractors to work on her family home.  Twila found that “people weren’t reliable or they wouldn’t show up. Some people treated Barb’s parents differently. Some people wouldn’t call me back because I was a woman calling or because they didn’t have good work ethics.”

Twila explains that they were feeling “customer service was lost over time. Work ethics or standards have been lost over time. People can get lazy. Customers are fed up with that.”

The business Silver Connections was born. It is a referral service that connects clients to businesses that have been carefully prescreened.  Twila says the first step “is pretty simple, but it’s effective. We call them. If they don’t call us back, we cannot recommend them.”

Twila and Barb are interested in protecting both the people they refer and the businesses they are referred to.  The second criterion is that the businesses have liability insurance. Twila notes that “people think that because it is a business, they have insurance, but that is not the case.”

Businesses are also cleared with the Better Business Bureau before they are asked to provide three references they have served in the past six months. Barb adds that “our best measure is we ask if they can refer us to another service.”

They admit that not everyone shares their passion for what they are doing.  Barb explains “We’ve been coming across challenges all the time. Twila is good at overcoming challenges and seeing the benefits. We learn. If a business doesn’t understand fully, it takes some relationship building before they see the big picture.”

Most referral services are based on a client paying for the reference and are focused on a narrow range of services. Twila says, “Referrals have been around forever, but with communities changing you don’t necessarily know your neighbour. We do so much for our clients and our businesses. It’s uncommon. It’s an old concept with a new twist.”

Barb notes that the gratification comes when they do follow up calls: “Then we know that what we are doing is absolutely right. We wouldn’t do anything purposefully to hurt someone. So we can sleep at night.”  In fact, they are the happiest they have ever been in their careers. Twila talks about “that little old lady calling and telling you her frustrations. We have Hospice call. Your heart goes out to them.”

Though Twila and Barb had envisioned serving seniors, the business is so popular that their client base is people over forty.  They “find that one out of three are seniors. It has more potential than we realized.”  There may even be the possibility of franchising since it would take someone who knows their community to develop the relationships Barb and Twila have built.

Both Twila and Barb are active members of Rotary.  They have developed a networking group in Brock Township, which includes of Sunderland, Cannington and Beaverton. Barb explains, “Within all three communities there were people who had been lifetime residents and there are still boundaries. In addition to getting to know the businesses in this community, it’s helping to promote goodwill between the three towns.”

Twila knows “that the people that see networking as a self-serving thing are not going to get the maximum out of these groups. It is the golden rule that the more you give the more you get back.”  Barb finds that “one of the most interesting things is the women’s groups. Women are typically promoters of one another.”

Barb and Twila are appreciative of the mentors they work with. Barb says, “They just know it’s a new venture so sometimes we don’t think of everything.” Twila adds, “We’re very open to suggestions. We’re always asking questions.”  Asked if jumping into the business seemed like a risk, Barb is clear: “Not at all because what we do is just offer safety to the community. So it didn’t seem like a risky venture.”

Barb and Twila clearly enjoy each other’s company and the teasing that comes with spending so much time together. Barb explains that “we like to laugh. It’s no fault. We both appreciate each other.”  That much is clear.  They can share a look that conveys more than anyone else around the table can guess.

They are often teased about being like a married couple. Twila’s husband Enzio takes no offense at the comparison. He is proud of his marriage to Twila and thinks that communication and respect is just as important in a business partnership as it is in a marriage.  He says, You’ve got to like the other person. If you don’t, you’ve got to make yourself.” The advice is sage, but unnecessary given the affection around the table.

Barb says it quite simply: “Happiness is being able to be proud of your work, your family, yourself. We are proud people.”

STILL DIGESTING

Twila and Barb are not related but the bond is clear. They joke that they had to be friends because their sons were the same age. And they laugh about a birthday card that says they will always be friends because they know so much about each other they can’t afford to be enemies. The fact is they are like family.

They trust each other and are already planning to spend Christmas Eve together. This is no accident. Their business is born out of our need to know who we are dealing with. When we invite people to do work on our homes, for our family members or for our own businesses, it is personal.  That our lives are so busy, only makes our connections more important.

Barb and Twila’s partnership is a reminder that our friendships are fundamental and that phone calls must be returned.  They know that you must always give more than you get. They make their silver connections by following the golden rules they were raised with.