Down to Business: An Update from the City of Dover's Office of Business Development

Behind the Desk

by James Burdin

Business Development Coordinator

For the past three weeks, I've traced the story of the Henry Law Avenue project — from an idea identified in the Master Plan back in 2000, through years on the Capital Improvement Program, to a project big enough that it needed to be coordinated with sewer work and split into phases. This week, the story catches up to the present day.

This spring, the city conducted a request for proposals (RFP) process to select a contractor to build the project. This is required for all major city contracts, and can only take place once the project has moved through the CIP and been adopted as part of the city’s budget for the current fiscal year. The RFP is the point in the planning process where the impacts of construction — i.e., which roads will need to be closed, when, and for how long — really start to take shape. The type and duration of these projects depend on the type of project, but also the methods the contractor will use to build the project, or availability of key staff, equipment, or materials.

In July, I attended the public information meeting hosted by Community Services staff and the city’s contractor. As I sat and listened to residents and business owners ask questions about traffic, access, and timeline, I reflected on the work that city staff and volunteers have been doing for the past 25 years to have the answers ready. That’s a long enough period that many of the people who first identified this project as a priority back in 2000 have retired or moved away. But the Master Plan they helped shape is still guiding decisions today.

That's the whole reason I've spent a month walking through this story. The Transportation Chapter update happening right now isn't an abstract planning exercise — it's the document that will guide decisions like this one for the next 15 to 20 years. If you want a say in what Dover's infrastructure looks like in 2040, now is genuinely the moment to do it. And if you want to keep following the story of the Henry Law Avenue project, you can follow along on the city’s project page or sign up to receive email updates. 

City Updates Food Service Requirements

The City of Dover recently made changes to the license requirements for food service businesses under Chapter 85 of the Dover City Code. These amendments were adopted to align local regulations with state food safety requirements and improve clarity around licensing procedures.

Changes include adoption of the U.S. Food Drug Administration (FDA) Food Code, which requires at least one certified food protection manager on the premises during all hours of operation. Also, applications for new health licenses must be submitted at least 30 days before opening; renewal applications must be submitted 30 days before the expiration of the existing license.

All City of Dover health licenses expire annually on May 31. The full list of changes is available on the Inspection Services page of the city website.

The new provisions are now in effect. Inspection Services staff will work collaboratively with food service businesses to explain the new requirements and identify ways to transition their businesses as necessary in order to comply with the changes.

Questions? Contact Lauren Veno at healthofficer@dover.nh.gov or 603-516-6036. 

Ellen Bates is all smiles as the community celebrates 40 years of her business, Office Interiors Limited.

Office Interiors Limited Celebrates 40 Years

By James Burdin

Business Development Coordinator

Office Interiors Limited at 85 Washington St. in downtown Dover celebrated their 40th anniversary in September. I have had the pleasure of knowing company President Ellen Bates since I first started this job, and it’s clear to me that the milestone is only part of the story. Ellen is one of those business owners you can learn something from on every level: diversifying product lines, the real-world impact of local policy, or just how to build a business, a career, and a life. Here’s what my conversation with Ellen and her team taught me.

When I asked Ellen how she built her business, she attributed her success to a can-do attitude that has helped her turn successful projects into repeat customers.

Speaking of her early years, she said, “In those days for a lot of businesses it was just ‘sell the desk.’ But one thing leads to another, and then some clients would ask ‘can you help with the carpet?’ When somebody comes to you with a novel problem, you go and find out how to do it.”

This willingness to adapt helped Ellen to turn furniture deals into call center renovations and executive suite makeovers. Over time this has led to a change in how they do business, expanding from furniture sales and interior decorating to space planning, interior architecture, and project management.

“The tough part was getting established," Ellen said. "But building on success means you can point to your experience and speak the lingo.”

She credits this last piece with allowing them to branch out and serve different industries, from higher education to first responders to medical providers.

Ellen told me that many clients feel out of their element when it comes to planning their own spaces, and this ability to understand their needs and industry helps to put them at their ease.

According to Ellen, “It’s all about communication.”

Director of Design Erin King has witnessed the evolution first-hand in her 25 years with the company. With over 150 different vendors and a team with a diversified skillset, Erin describes Office Interiors as a one-stop shop for any space planning or interior design elements a business might need.

“I like being a resource for companies in a variety of capacities because we have the flexibility that depending on the project," Erin said. "We can do all of it or just a piece of it.”

I was interested to hear both Erin and Ellen describe themselves as educators.

“Our showroom has modern design elements because we’re trying to push boundaries and show businesses what they should be looking at for office design trends,” Erin said. “We could put out all of the old stuff that we know they will buy, or we can bring in those new, exciting, forward-thinking elements for attracting and retaining the talent of the future.”

Ellen agreed. She “hopes they can continue to be early adopters at the head of the curve, so we can educate local businesses about new products and ways of working.”

Their efforts to keep up with the times have even earned them a new client: themselves.

“You spend all of your time working on other people’s spaces, and all of a sudden you look up and realize that you need to do it yourself,” Erin said of their recent renovations. “You almost feel reborn, walking into this new space. It’s really re-energized the team.”

But she also emphasized that their office and showroom weren’t the only part of the business with a new look.

Paige Spencer graduated from the University of New Hampshire this spring and is now working full time on all aspects of their digital marketing, from their website to social media. “The business isn’t going anywhere, so it needed to evolve,” Erin said. “It was the right time, and Paige was the right person.”

For her part, Paige is grateful to have mentors like Ellen and Erin, and feels a personal connection to the company’s mission. Paige emphasized that 21st-century office trends — things like office neighborhoods, huddle spaces, “resimercial” design elements, and technology integration in furniture — can have a major influence over where younger workers choose to work. Reflecting on some of their recent design work, she noted “those beautiful offices would definitely attract me.”

I couldn’t resist asking Ellen what it has been like to be part of 40 years of Dover history.

“Wonderful,” she said, “this is the place to be.” We discussed the similarities between businesses, office spaces, and communities. It is important for all three to be able to change with the times and not turn into a museum, while managing this change so we don’t erase the things that have made us what we are today.

Ellen’s favorite thing about Dover is that “we still have our characters, meaning real people. We need more of that,” she said.

I couldn’t agree more, Ellen, and that’s why I’m so grateful for your mentorship, your authenticity, and everything that you have done for this community. Congratulations on 40 years in business! You and your entire team are awesome.

Of course, true to form, Office Interiors isn’t about to rest on its laurels. “We can’t wallow in our past projects,” Ellen said. “We need to move on to the next big thing.” I can’t wait to see what that turns out to be. 

Customer Recovery Skills:

Turning a Complaint Around

No matter how well you run your business, eventually something will go wrong. An order will be incorrect, a customer will wait too long, or an expectation simply won't be met. What happens next can matter more than the original mistake. Good customer recovery starts with listening before reacting. Employees should give the customer an opportunity to explain what happened, acknowledge the frustration, and avoid immediately becoming defensive. Sometimes a sincere, “I understand why that was frustrating. Let me see what I can do,” can change the entire tone of the conversation.

Employees also need to know what they're empowered to do. Can they remake an order, offer a replacement, waive a small charge, or provide another reasonable solution without finding the owner? Clear boundaries allow employees to resolve smaller problems quickly while knowing when a situation needs management. Handled well, a complaint can actually become an opportunity to demonstrate just how much your business values its customers.

Try This: Give your employees one customer complaint scenario this week and ask, “How would you handle this?” Then establish two or three things they're authorized to do without asking a manager. A confident employee can often turn an unhappy customer into a returning one.

Question of the Week



The Office of Business Development seeks public feedback on topics related to our local business community, utilizing the city's polling platform, Polco.

This week's question:

What Halloween-related shopping — costumes, candy, decorations — do you plan to do locally?

Let us know

Responses are anonymous, but poll respondents must create an account with Polco to submit answers. Only an email and password is required to make an account.

Last week we asked, "How do you decide where to grab coffee or a quick bite when you're running errands in Dover?" Responses include great coffee with in house made syrups and good quality ingredients in baked good; places that also offer ceramic mugs; and parking and easy access.

Planning Dover's Next Six Years: The FY28-33 Capital Improvements Program

In the latest episode of the Dover Download podcast, Deputy City Manager Christopher Parker chats with Director of Planning and Community Development Donna Benton about the FY28-33 Capital Improvements Program, presented to the City Council and Planning Board on Oct. 7.

Listen wherever you get your podcasts.

Business Event Happenings 

FOTM 12th Annual Backcountry Ski + Ride Expo, North Country Hard Cider, Oct. 15, 7 to 10 p.m.

38 Littleworth Road. Kick off winter at Fire on the Mountain’s 12th Annual Backcountry Ski + Ride Expo. Check out the latest skis, boards, and gear, learn about new backcountry access opportunities across New England, and enter to win plenty of prizes. Enjoy local food and craft drinks while connecting with fellow winter enthusiasts.

Night Market, North Country Hard Cider, Oct. 17, 6 to 9 p.m.

38 Littleworth Road. Spend a spooky fall evening shopping local at North Country Hard Cider’s Night Market. Browse a lineup of Halloween-season vendors, enjoy cider and snacks, and stop by for tarot readings throughout the evening. Free to attend and open to all ages.

Dover’s 5th Annual Witches Market, Oct. 18, 11 a.m. to 4 p.m. 

288 Central Ave. Embrace the magic at this free annual market featuring local artisans and small businesses specializing in witchcraft, herbalism, oddities, and other unique treasures. Browse handcrafted goods, enjoy live performances and food, or visit the Reading Room for tarot, oracle, and rune readings. Come dressed for the occasion and enjoy a delightfully witchy day in downtown Dover!

Complete Calendar Listings

Looking for something in Dover? The Office of Business Development continues to update the community calendar to cover all the amazing Dover business events. And if you have events, submit them for inclusion.

Launch or Expand Your Business in Dover, NH!

Contact the Office of Business Development for assistance finding the perfect site for your business. Our team can assist you in site selection and provide access to business resources for business growth and expansion. Email us for more information about how to locate or relocate your business with us!

Let us know about your business

Do you have a question, story, or upcoming event related to businesses in Dover? Please get in touch at Dover-BusinessDevelopment@dover.nh.gov to see it featured here!