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TOWNSENDOwned and Operated by the Cleary Family for 54 Years – Dedicated to Customer Satisfaction

“The President’sAward recognizes

outstanding customersatisfaction perform-ance from our very

best Dealers.”-Bill Ford Jr., Chairman

& CEO Ford MotorCompany

Congratulations Chappell Tractor on 55 Years in Business!

Visit Us on the Web - www.townsend-ford.com

Extensive Selection of Quality New and

Used Vehicles

SALES • SERVICE • PARTS

NEW and USED CARS340 Main St. (Route 119), • Townsend, MA

978-597-8955

PARTS DEPARTMENT978-597-8100

The Products used by Chappell Tractor!!!SUMMITTM Total Diesel Fuel Treatment

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FUEL FIX RXTM Gasoline Treatment and ConditionerRemoves Water, Helps Prevent E-10 Fuel Phase Separation

Water is a bigger problem than ever in today’s fuels. Regular use of FUEL FIXrx in all 2 and 4 cycleengines will guarantee your toys and tools start up and perform like new every time you use them.Removes water and prevents corrosion. Prevents problems associated with ethanol fuels includingwater and phase separation. FUEL FIXrx contains no harmful alcohols or emulsifiers. Cutting edgeformula also cleans the entire fuel system including carburators, fuel injectors of gums and varnishes.Enjoy quicker starts and better performance starting with the first bottle of FUEL FIXrx you use.

• 12-oz. Treats up to 40 Gallons • Quart Treats 250 Gallons

CHAPPELL TRACTOR

Manchester, NH Office

T 603-669-2211 F 603-623-8442

Congratulations

Attorney John R. Monson and the law

firm of Wiggin & Nourie, P.A.

congratulates Chappell Tractor on 55

wonderful years.

{ w w w . w i g g i n - n o u r i e . c o m }

Portsmouth, NH Office

T 603-436-7667 F 866-210-8442

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Kent’s Towing/Recovery and Transportation

has been proud to serve Chappell Tractor Sales, Inc.

and would like to congratulate them on 55 years in business!

(603) 673-4848283 Elm Street • Milford, NH 03055

Open 24 hours,365 Days

a Year

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Chappell Tractor Celebrates 55 Years in Business

The N.H. Family Firm Continues Mission to Offer Everything Under the Sun — and Even a Little More

By Jay AdamsCEG CORRESPONDENT

Chappell Tractor SalesInc. celebrated its goldenanniversary five years ago.The company, however,was founded by a pearl —Perley Chappell and hisson, George.

Perley lived longenough to see the thirdgeneration own and oper-ate what has becomeChappell Tractor, whichcelebrated 55 successfulyears in business in 2010.Now the forth generationowns and operates thebusiness.

From the first FordTractor sold out of the family barn to today, Chappell Tractor con-tinues to treat all customers like pearls. You have to like machinesto sell them for more than five decades. And Perley likedmachines. Back in the 1930s, he was among the first dairy farm-ers in Clarksville to own a tractor.

“His whole family lived in the Clarkesville area,” said grandson

Kent Chappell. “He andhis brothers worked in thewoods, logging, doingmaple syrup in the earlyspring and guiding huntersfrom the south during thedeer hunting season.

“Gramp was alwaysforward thinking. He usedhorses in the early days,but generally didn’t likethe lack of performanceand, being a rather impa-tient man, jumped on thefirst mechanical deviseavailable.”

Having a big familyalso was a way to get hardfarm work done more eas-ily, so he and wife, Diana,and the first four of his six

children moved to Milford in November 1935. Two more daugh-ters were born later. Diana was behind him all the way.

“Gramp only went through the third grade and never learned toread proficiently. On the other hand, his wife did, and they workedas a business team. She was right with him on many businessdeals,” said Kent.

Shown here is Chappell Tractor’s first facility in 1960 after it had moved from the family farm.

George (sitting on tractor) and Perley Chappell are seen in this undated photo.

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BUILTTO LAST

Congratulations Chappell Tractoron 55 years of service!At STIHL, we have a special appreciation for things that stand the test of time. STIHL salutes Chappell Tractor on its 55 years of dependable service and wishes you continued success in the coming years.

© 2010 STIHL

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Milking an OpportunityAfter the family moved

down to Milford, life on thefarm became routine and oneday while milking the cows,son George, mentioned to hisfather, Perley, that a Ford trac-tor dealership was going out ofbusiness. Perley replied toGeorge, “Look inito it.”

“It was George and his wife,Pauline, who wrote a letter tothe Ford Motor Company ask-ing about the possibility of hav-ing a dealership in the Milfordarea. George was never enam-ored of milking cows andsought a better way of making aliving. His love of getting thejob done easier was a catalystfor starting the tractor busi-ness,” said Kent.

After much negotiating, thepaperwork was complete andGeorge was off and running thedealership, while Perley contin-ued on the farm for a time untilhe too left farming and support-ed George’s efforts in makingthe tractor business work.

“It was a gradual thing ... wepurchased a few tractors andsome other equipment, thenstarted selling them. It grewfrom a small start. Since therewas a four-car garage at thefarm and some extra space inthe barn on the main level,father and son used that foroffice, parts storage and shoparea for working on the trac-tors,” said Kent.

New Machines, New Moves

With his new machines,George instilled a work ethicgeared to customer satisfactionand loyalty. He believed that ifhe treated people right, theywould continue coming back tohim. His philosophy worked asthe company grew, addingmachine lines and moving to

George Chappell is seen here picking up tractors as they arrive at the train station in downtown Milford.From here, he had to drive them up the road to the dealership.

The development of Route 101 led to another move in 1970 to a 7,200-sq.-ft. structural steel building upthe road. An addition of a lawn and garden showroom soon followed.

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increasingly larger facilities.In 1960, the company moved from the Chappell family farm to

a 3,000-sq.-ft. cement block building on Route 13. The development of Route 101 led to another move in 1970 to

a 7,200-sq.-ft. structural steel building up the road. An addition ofa lawn and garden showroom soon followed.

In 1985, the company moved across the street to a facility morethan twice the size of its previous location. This is where the fam-ily created a post and beam facility for office, parts and show-room.

In 1995, Chappell Tractor added the “big house” service area

for larger pieces of equipment, and in 2005, the family added onto that facility with another post and beam addition of approxi-mately 15,000 sq. ft.

Today, Chappell Tractor carries Kubota, New Holland agricul-tural and construction equipment, Hyundai, Link-Belt excavators,Takeuchi and much more.

Putting People at EaseIn 1985, brothers Kent and Roger Chappell built the unique

post and beam building where the company’s headquarters is now.It was a big leap to go from 9,840 sq. ft. to almost 25,000 sq. ft.,

Chappell Tractor’s Milford, N.H., facility also houses the B-B Chain and its Outfitter store.

Ted Higley works inside sales inBrentwood.

Dave Gage works inside sales out ofMilford, N.H.

Flip Henry is sales manager.

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but they were up for the challenge. The move really paid off as customers

enjoyed the new feel of a post and beam facil-ity.

“The post and beam structure did exactlywhat we hoped it would — it put people atease when they walked in and took away thefear of high pressure found in the typical steeland glass environment,” said Brad Chappell,who, along with cousin Corey, is the fourthgeneration to run the business. “We wanted togo away from ‘typical’ and found that usinggranite and wood worked well for makingpeople feel at home. Offering our customersfree coffee when they walk through the doorhas been a welcome touch as well.”

Tractor and ChainIn 1994, Chappell Tractor Sales purchased

B-B Chain from retiring Bob Bragdon, whofounded and had operated B-B Chain since1965.

Today, the company operates B-B Chain from both ChappellTractor locations in Milford and Brentwood, N.H.

“B-B Chain is a hardware, hand tool, strap, chain, specialty sup-ply store and, most of all, one of the largest tire chain suppliers inNew England,” said manager Jason Cote. “We currently have four

B-B Chain is a hardware, hand tool, strap,chain, specialty supply store and, most of all,one of the largest tire chainsuppliers in NewEngland.

Jason Cote (L), manager, and Tucker Sirois, assistant manager, both ofChappell Tractor’s B-B Chain.

Adam Ohlin (L) and Steve Markham are Chappell Tractor heavyequipment technicians, based in Milford.

Scott Grovois is a Chappell Tractor outside sales representative.

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employees and I have beenwith the company 15-plusyears and the company hasgrown in leaps and bounds.

“There are now two deliv-ery trucks on the road, servic-ing the [area] towns and con-struction world, as well as thetowing industry. We all worktogether like brothers and doour very best to make each andevery customer as happy aspossible,” added Cote.

“We strive to keep up withthe most current products andever-changing laws in ourbusiness for overhead lifting.The company now approaches47 years since the doorsopened, and we hope to do that andmore as we head into the future ofour industry.”

Of former B-B Chain owner BobBragdon, co-owner Corey Chappellsaid, “Bob Bragdon was a name wellrespected in the area. We had anopportunity to purchase his company16 years ago and we decided to keepthe name. It dovetailed beautifullywith the tractor business and hasbecome a solid part of what we dotoday.”

“Jason Cote and his boys, Pete,Adam and Tucker, are either on theroad or servicing customers inhouse,” added Corey.

Serving All the TownsB-B Chain drivers deliver orders to

more than 720 towns in the NewHampshire, Massachusetts andVermont area. B-B Chain grew out ofthe original space and has nowmoved into its new quarters in thelower level of Chappell Tractor inMilford.

“These drivers deliver every prod-uct we sell in B-B Chain,” said Kent.

Kubota tractors are lined up and readyto find new homes.

In 1998, the company expanded even further by opening a second location on Route 125 in Brentwood, N.H.

Among the many lines Chappell Tractor represents are Link-Belt and Hyundai excavators.

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“The municipal garages are regular stops as well as towing com-panies, large construction companies and anyone needing ourproducts. These are the areas that Bob Bragdon served and wehave just expanded on it. There are fewer people doing this typeof personalized service.”

Going EastIn 1998, the company expanded even further by opening a sec-

ond location on Route 125 in Brentwood, N.H. The new ChappellTractor East started with an 8,000-sq.-ft. structural steel building.In 2002, the company doubled the shop and showroom space byadding another 9,600 sq. ft., complete with a post and beam frontporch and entryway. Included in this expansion is a state-of-the-art service facility. ‘Service is what really sets us apart. If you lookat other operations in the area, there isn’t the same emphasisplaced on service,” said Brad.

In September 2005, the company began an expansion projectthat would add 14,000 sq. ft. to the existing dealership at 454Route 13 in Milford. The expansion was completed during sum-mer of 2006, with a grand opening. The new facility is home toChappell Tractor, B-B Chain and Outfitters.

This provided the Chappell brand with a new tractor show-room, lawn and garden showroom and added space for the newestdepartment, Outfitters by Chappell, to sell a complete line ofclothing, shoes and boots for the company.

“Brad and I wanted to follow in the family footsteps by stayingunique and to continue to provide customers the personal attentionthey deserve,” said Corey Chappell. “We have a one-of-a-kindindoor showroom for the equipment industry. Additionally, ourlawn and garden section has grown with the expansion, enhanc-ing our ability to help people with their questions and find the rightpiece of new or used equipment for their needs the first time.”

“We created a true showroom that would house tractors andequipment — one where people could wander around in the daysof winter. After all, we have a real fireplace going in the winter ...with a free cup of coffee in hand. How could it get much better?”added Brad.

A New Line of SuccessAs for one of the newest lines, Outfitters by Chappell, Brad

said, “B-B Chain had always had a limited supply of work clothes,but it was decided to expand on that idea. When the new additionwas put on in 2005, it gave us space to display an entire line ofclothing that our customers could enjoy browsing through. Wehave something for everyone — kids, women, guys, you name it.Today, we had our oldest customer in the store — 101.”

The showroom and displays are presented like a sort of L.L.Bean..

“We did pattern our store after the likes of L.L. Bean,” saidBrad. “We found a store in Lancaster, New Hampshire, that wasselling several of the same clothing products we sell. We took atrip there to see how they did it.”

Has anyone ever bought a tractor and an outfit to go with it at Rachel Bateman is the receptionist in Milford.

Edgar is an in-house craftsman, who has custom made sale counters,stairs, and just about everything else in Chappell Tractor’s facilities.

Mike and Jeanne Beaulieu are a husband and wife team at ChappellTractor. Mike is in sales on the road in Milford and Jeanne is a co-partsmanager in Milford.

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the same time, while relaxing over free coffee to make thatdecision?

“While ‘Mister’ is purchasing the tractor, the ‘Missus’ is doingretail therapy at Outfitters,” laughed Brad. “Many people tell usthey would love to live in a place like our showroom. The compa-ny that did the Post and Beam showroom has sold homes (madelike that) from people being here [to shop].”

Surviving the StormsTimes are challenging now for everyone, including businesses,

of course. But they’ve been difficult in the past, too. How can abusiness continue to withstand the onslaught of recessions after 55years in business?

“You do that by treating people like you want to be treated. Thisis the key,” said Brad. “There really isn’t a mystery. Be friendly to

people, be fair and honest in your dealings and people walkingthrough the door will become and stay customers.

“And when the economy changes, you have to make adjust-ments. Some are painful, but you must remember the companyneeds to be healthy to survive. When times are good, you share theprofits, when things are more restricted you have to pull back,” headded.

The company currently has about 50 employees.

The Customer Is Always RightThe Chappells differ from some companies that claim they like

serving the public, but feel very differently behind closed doors.Chappell Tractor and its team truly do enjoy serving the publicand hope that customers continue to “Notice the Difference” atChappell Tractor.

Skip Bly is the service manager in Milford. Keeping a close eye on the numbers is JillLajoie, accounting, Chappell Tractor.

Scott Rooney is the general manager inBrentwood.

Outfitters by Chappell is among the company’s newestadditions to its offerings.

Milford’s post and beam showroom is designed to put customers at ease as theyshop for equipment.

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Glowing customer testimonials such as this one often can befound of the company’s Web site, www.chappelltractor.com.

“I bought a brand new Kubota L3400 from Dave. What an easydeal. When I sent someone to pick it up, everyone was very help-ful and he was leaving before he knew. Very organized company.Great people to deal with. Thanks, Dave!”

Since 1955, when Eisenhower was in the White House andElvis was still an unknown truck driver, the team of ChappellTractor, Chappell Tractor East and B-B Chain has been known forits dedication to serving all customers with the best quality con-struction and agricultural products, knowledgeable parts and cer-tified service departments.

A down home atmosphere and friendly environment make tan-gible Chappell Tractor’s motto, “You’ll Notice the Difference!”

Its employees go above and beyond the call of duty. Manylong-term employees who have put in 20 to 30 or more yearsinclude Rachel Bateman, Dave Gage, Flip Henry, SteveMarkham, Walt Reindeau, Mike and Jeanne Beaulieu. Longevityat a company not only reveals that the business treats its employ-ees well, but it also indicates a belief in the mission and goals ofthe company by its members. And customers only benefit fromthis unfortunate rarity in today’s business world.

They really do make a difference!

Jessica Dutton works at the parts counter in Milford.

Walt Riendeau, road technician, is poised to service machines out inthe field.

Jeff Sickler in the lawn and garden department is seen here next to thechain-sharpening machine.

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Creating the Difference “At Chappell Tractor and its affiliated

companies, it is the attention to detail, thefriendly atmosphere and fair way ofdoing business,” said Brad. “We are ourown worst critics. When we shop else-where, we analyze and bring those ideasback to our place to make improve-ments.

A difference customers will notice asthey walk through the front doors is thatthey open automatically. For manyyears, George watched customers strug-gle when leaving with large items. Now,customers can freely move in and out ofthe facility without ever having to touchthe door.

“Another thing that sets us apart is ourlatest example of staying with or aheadof the times,” added Brad. “This sum-mer, we purchased a state-of-the-art,fully automatic chain sharpeningmachine in Milford. It’s the only one inNew Hampshire.

“There are many benefits to thismachine, including that it can scan eachtooth with a three-fold scanner to correctthe depth gauge and sharpen the cuttingedge in one precise movement. This uni-form sharpening results in a quality, re-sharpened chain, improving customersatisfaction. Also, a customer can comein and have his or her chain sharpenedand back in 10 minutes, as opposed todropping it off and waiting a day or moreto get it back,” he said.

Patriarch Perley would have lovedthis latest machine, just as he would haveprized Chappell Tractor’s approach to itscustomers, products and services: excel-lence in quality, longevity, attention todetail, service, improvements, satisfyingthose you serve.

From the first tractor ever in aClarksville barn, to the newest chainsharpener in New Hampshire, ChappellTractor has not only shown the way, theyhave led it.

(Note: all employees photographedfor this anniversary supplement havebeen employed with Chappell Tractorfor at least 10 years.) CEG

The Chappell family poses for a photo in the company’s post and beam showroom. (L-R): Corey,Roger, George, Kent and Brad Chappell.

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