LocalBiz Magazine Q4 2023

The Fabric of Family

Some may buy furniture with the hope that it will last a few years. Hilton Head Furniture Company provides their clients with an experience and furniture that will last generations. Every upholstery item purchased comes backed with a lifetime guarantee on the frame, springs, and construction.

As a trusted local source, your furniture will be tailored to fit you, your style, and your lifestyle. If you are planning to furnish or refresh your space, be sure to visit their showroom and Design Center to take advantage of the vast array of options and complimentary design team which is focused on creating the perfect layout for your home all while delivering top tier customer service and extensive knowledge.

Sally O’Connor, Larry Setola Jr, Julie Setola & Pawlie

Not all furniture is created equal.

THE TEAM

EDITORIAL &

Editor-in-Chief

Lance Hanlin

Editors

Lucy Rosen, Laurie Laykish

Art Director

Jeremy Swartz

Vice President Sales

Lori Goodridge-Cribb

Graphic Designer

Charles Grace

ADVERTISING & AUDIENCE

Digital and Social

Ashlan Saeger

Audience Curation

Bruce Wolf

Sales

Sharon Jauch  sharon.jauch@wearelocallife.com

Rebecca Kerns  rebecca.kerns@wearelocallife.com

Lauren Alston  lauren.alston@wearelocallife.com

ADMINISTRATION & MANAGEMENT

Finance

Leah Ortega

— J. WILLARD MARRIOTT Entrepreneur

In service we trust

AT THE HEART OF EVERY SUCCESSFUL BUSINESS IS A SATISFIED CUSTOMER

IIn the dynamic landscape of small businesses, one truth remains paramount: the importance of outstanding customer service. As the digital realm broadens and enterprises strive to stand out in saturated markets, forging authentic relationships with customers is more crucial than ever.

This quarter's theme of LOCAL Biz is “At Your Service.” In the ensuing pages we explore the nuanced dance of digital-age customer engagement.

Our current epoch, marked by swiftly evolving consumer tastes, calls for a flexible customer service approach. Our feature on digital-age needs serves as a compass to navigating the digital sphere in a manner that is in sync with customer desires.

Employees who feel valued and respected radiate this positivity to clients. Unearth how cultivating this atmosphere results in service that exceeds expectations.

Building enduring ties with customers is the cornerstone of lasting success. Our section on the quintessential paths to nurturing loyalty provides practical tactics to rejuvenate your customer rapport.

Whether it's selecting a charity ally, addressing dissatisfied customer feedback or balancing consistent growth with client contentment, this issue offers comprehensive insights. We illuminate the significance of responding to every online critique and highlight that ease-of-business is a silent yet powerful ally in retaining customers.

On the financial front, service-centric businesses face distinct challenges and prospects. Local connoisseurs impart wisdom beneficial to both budding endeavors and seasoned firms. With the rise of subscription models and the emphasis on postsale support, businesses need to be enlightened and nimble. Our articles on these subjects deliver not just information but actionable strategies.

Naturally, LOCAL Biz shines the light on local trailblazers. Absorb lessons from many hometown businesses that have prioritized their customers and serve as beacons of inspiration.

This Q4 edition, the final issue of a prosperous 2023, underscores a timeless axiom: The heartbeat of a prosperous business is a contented customer. Every narrative and insight within stands as evidence. In our rapidly transforming world, it's often the heartfelt gestures, rooted in genuine care, that cast the longest shadows.

Get Bizzy

Scan this QR code to subscribe to The Biz newsletter. Each week, receive information in your inbox vital to running a successful small business here in the Lowcountry. Learn more at localbizsc.com

LANCE HANLIN Editor-in-Chief

“To earn the respect (and eventually love) of your customers, you first have to respect those customers. That is why Golden Rule behavior is embraced by most of the winning companies.”

— COLLEEN BARRETT, SOUTHWEST AIRLINES

Embark on a transformative journey with a collection of inspiring stories tailored to guide you through the three pivotal stages of your business's growth.

76

Meet and learn from the nine local businesses who excel in exceptional customer service.

Start. Grow. Lead. Spotlight Faces

Great service is often described as “going the extra mile” for one’s customers and community.

In the case of our three Faces of Service, the idiom couldn’t be more true.

Roundup P. 24

Enhance the customer experience with technology

Inspiration P. 30

Why giving back is good for businesses of every size

Marketing P. 38

Why every online review warrants a response

Sales P. 42

Unleash the power of upselling and cross-selling

HR P. 48

Strategies to attract and retain top talent

Money Matters P. 56

Why startups should seek small investors for growth

Resources P. 62

How to build a service-oriented workforce

Ask the Expert P. 86

The importance of after-sales service

Smart Stuff P. 86

Bonus content at LocalBizSC.com

Links P. 91

Bonus content at LocalBizSC.com

Resource Directory P. 94

Good contacts for doing local business

David & Dale Cross

THE HOT LIST

WHAT TO WATCH, READ AND LISTEN TO IN Q4

PODCAST

Service Based Business Society Podcast

If you're looking to create, grow and optimize your service-based business, the Service Based Business Society Podcast is the perfect listen for you. Each week Tiffany-Ann shares valuable insights on productivity, business strategies, marketing trends and tech secrets that you need to know to take your business to the next level.

BOOK

Unreasonable Hospitality By Will Guidara

Business guru Dave Ramsay says “If you want to revolutionize the way you do business, read this book.” While many stories and examples are about the restaurant industry, every business can choose to be a hospitality business and transform ordinary transactions into extraordinary experiences. There are definitely ideas to chew on.

STREAMING

YouTube: The SERVICE in Customer Service

According to popular speaker Simon Sinek, customer service isn't about the customer always being right, it's about the customer feeling heard. If we truly serve our customers with respect, we'll cultivate loyalty that lasts. These 4:42 minutes will be well spent. This video has 92,854 views on YouTube.

YouTube: I Was Seduced by Exceptional Customer Service

Hear why customer service, as opposed to traditional marketing strategies, has the potential to be the greatest form of marketing for a brand. In this TEDx Talk, John Boccuzzi Jr. shares his personal stories and expertise that will not only make you smile but will make you think twice about your business. The video has 587,359 views on YouTube.

NEWSLETTER Retail Brew by Morning Brew

The experts at the insanely popular Morning Brew bring Retail Brew to your inbox. It is what the retail industry news leaders and decision-makers who need to know, read. Topics ranging from food and beverage, beauty and healthcare, to IT topics will make you smarter and faster. retailbrew.com.

APP ChatBot

Chatbots have been around for a while and can be controversial, especially for people who want to be helped by a human being. With the rapid advancement of AI, Chatbots are only getting smarter and are worth a look. If you worry that a chatbot will replace a person, don’t – humans are still required to provide service. A chatbot can serve basic questions like “what is your return policy?” or “what is my account balance?” so people can serve more personal and complicated needs.

FOLLOW

James Altucher

James Altucher is a former entrepreneur, blogger and hedge fund manager who is now a best-selling author and podcaster. He has a significant following on LinkedIn, ranking as a Top 10 influencer, writing about failure, happiness and pursuing one's passions. On Twitter he shares posts from his blog with 191,000 followers; on Instagram he shares photos of famous and ordinary people he encounters and inspirational quotes. One of his recent quotes emphasizes the importance of saying no to things that don't align with one's desires to prevent burnout.

Ali Brown

Ali Brown is a renowned business coach and the host of the Glambition Radio podcast, known as the "Entrepreneurial Guru for Women."

With over 200,000 followers on Facebook and Twitter, she shares advice on business growth and success. Through her podcast and social media, she highlights clients' success stories and shares inspiring articles about entrepreneurship, empowering and guiding women in business.

A place to gather

HILTON HEAD ISLAND’S NEW GENERAL STORE FINDS SUCCESS GIVING ITS CUSTOMERS WHAT THEY WANT

BY LESLIE T. SNADOWSKY

AAt the gateway to Hilton Head Island, the intersection of Highway 278 and Spanish Well Road, Jarvis Creek General Store features shelves stocked with carefully curated, locally sourced gourmet products and creative handcrafted jewelry and artwork. But it also sells “community” and provides a place for tourists and locals who are in the market for a unique experience.

“The only way to do business is to prioritize customer service,” said Erik Olson, co-owner of the store. “Customer service is not good business — it’s the only business, and we started this project to deliver some level of positive community impact. What we anticipated or what we thought this store was going to be wasn’t necessarily the way that it started to evolve. What we found was that the store itself became a gathering place.”

Jarvis Creek General Store has been open for less than a year, and co-owners Erik Olson and Shane Harpham have capitalized on a commodity they didn’t bank on. They knew the store’s location was ideal for commuter and visitor traffic, and they knew their local-centric mercantile merchandise was going to serve customers’ needs, but they didn’t know what would become their biggest selling point – an outdoor place to experience a trifecta of fun – booze, food and music.

While not a bar, Jarvis Creek General Store is licensed to sell customers craft beer and wine and allows them to open the beverages on site and drink on the property. That seemed to resonate with patrons who wanted to find a tranquil outdoor space to sit and sip.

“Shane and I are certainly entrepreneurs by nature,” Olson said, “and customer service is really responding to what the clientele wants or finds rewarding. We realized we had the opportunity to create a gathering place for locals and to expand on that. Whether they are drinking a glass of wine or a cup of coffee from our coffee counter, there’s no pressure from us for anybody to leave at any time when they come to the store. So that was the tipping point for us, when we realized this is not a store for products only. What we’re providing is a unique experience where people can come together.”

Jarvis Creek General Store also has dedicated power for food trucks that have become a featured draw and customer experience. Olson said he feels he offers a flagship location for regional food trucks to service the north island crowd (Jarvis Creek Club, Spanish Wells) daily. From La Birria Loca (Mexican) to Food Savvy (shrimp burgers, wings), Pete’s Kitchen (seafood, sandwiches), Piece of Yard & Abroad (Jamaican), Snatch’d (Soul Food), The Southern Peel (pizza), Stormy’s (cheese steaks) and 2 Meatballs in the Kitchen (Italian), local food trucks have found a home and hungry clientele at the store.

When a local musician asked Olson and Harpham to play guitar on-site, it solidified the business partners’ plans to market its outdoor spacious porch and comfortable rocking chairs.

“That really resonated with us, with the clientele and with all of our local patrons,” Olson said. “We now offer music four nights a week, including an open mic night. I think the music has defined the outdoor open space, and it’s where individuals are welcome to stay and talk and be with us as long as they want during the mornings, afternoons or evenings. I think all of that’s really taken off.”

Olson said Jarvis Creek General Store will invest in a kid’s playground and outdoor TVs so that patrons can watch sporting events. The dog-friendly venue already hosts Hilton Head Humane Association pet adoption fairs, and in the next few months the store plans to offer a pumpkin patch, Christmas trees for sale and an oyster roast. Olsen said he wants to produce fun family events at least once a month, not necessarily to sell a specific product, but to offer a unique experience that the whole community will enjoy.

“We’re not just a store,” Olson said. “It just became more than that, and that’s customer service for us. We didn’t try to force the narrative that you are here to simply buy local mercantile and go on your way. We responded to the idea that people enjoy spending time here to gather. It’s not just the individual elements like having an outdoor fire pit, or live music or food trucks, but collectively, altogether, in a relaxed environment, I think we provide something unique, and I think that’s what resonated with us and certainly with the folks on the north end of the island.” ■

Local Flavor Whether you're a seasoned local or an adventurous traveler, Jarvis Creek General Store is a treasure trove of delightful finds.

Flowing and growing

BRINGING THE MAGIC OF THE MAY RIVER TO LIFE WHILE NAVIGATING GROWTH

BY ELLEN LINNEMANN

LLiving on the May River his whole life, Christopher Shoemaker always knew that he wanted to work on the water. A Bluffton native who attended local public schools in Bluffton and Hilton Head, he spent his early years on his father’s commercial shrimp boat – where, since middle school, he could be found out on the boat shrimping, crabbing and fishing. After graduating from the University of South Carolina-Columbia in 2007 and spending a few years working a few different jobs, he realized that his passion was to work on the water. It was then that he knew the May River was where he truly wanted to be and a place he wanted to help others discover as well.

“Being on the water, especially the May River which has always been such a big part of my life, was something I understood and something I knew I was good at,” said Shoemaker. “I’ve been taking a boat out by myself exploring the May River since I was a kid, and I saw the river as not only the place I wanted to be every day but as a potential business growth opportunity.”

Shoemaker, or “Captain Chris,” as he is now known to both locals and visitors, founded the Bluffton-based May River Excursions in 2011 with the goal of “showing new folks, old folks and visitors to the area the beauty of the May River and all it has to offer.” Once on the river, May River Excursions educates people

Key takeaways

1

Follow your passion, and do what you love (and what you’re good at!) “Don’t let anyone tell you that you can’t do it,” says Shoemaker.

2Surround yourself and your business with smart, capable people.

3You have to spend money to make money. “You can’t build a successful business all by yourself,” he notes. “Hire experts to do what they do best.”

about the ecology of the river and teaches them how fishing, shrimping and crabbing have been performed over the years.

With just himself and one boat, Shoemaker started small, conducting tours along the May River in the six-passenger “Marsh Donkey.” He then expanded to fishing charters, dolphin-watch tours and sunset cruises. Today May River Excursions offers a variety of boating excursions, including fishing and river adventures, as well as serving as a water taxi. His passengers get to see local wildlife and the beautiful waterways around Bluffton while guided by crew members who love the May River as much as Shoemaker does.

With 10 employees (“give or take, depending on the time of the year”), seven boats and a retail store, May River Excursions remains a family-run business. Capt. Chris’s brother, Matt, and father, Stephen, work alongside Chris as boat captains, and Matt’s wife, Molly, runs the retail store.

“Bluffton, Hilton Head and Beaufort County are all a lot different than they were 20, 10 and even five years ago,” said Shoemaker, noting that in addition to the opportunity to be on the water every day, his favorite part of the job is meeting people from all over the world. “We are growing along with the area and are thrilled to be helping so many locals and visitors experience the beauty of our May River.”

Here is what Shoemaker thinks are the keys to May River Excursion’s growth throughout the past 14 years.

“Being a family-run business and having my father, brother and sister-in-law involved has been key to our growth,” said Shoemaker, also noting most of his captains are from the area and friends of his. “In addition, I think that being based in Bluffton and off the beaten path from Hilton Head is really nice and has been a major factor in our growth.”

Shoemaker also points to the importance of service in the growth of May River Excursions –including the key role that sister-in-law, Molly, has played through the years.

“Molly is not only in charge of our retail store but is usually the first person you talk to and the first person you meet,” said Shoemaker. “She’s been an integral part of our growth and success since my second or third year in business. She and her staff are top notch. She is another element that separates us from any competition and has helped us grow to the thriving business we are today.” ■

Are we there yet?

Growing strong May River Excursions opened in spring 2011 with Captain Chris Shoemaker doing river tours along the May River in the six-passenger “Marsh Donkey.” Over the years his operation has grown into an eight-boat fleet with a brand new retail store operated by family and friends.

Left: Marsh and River, two thrillseeking pups, looked less than thrilled about the mode of transportation for this particular adventure.

Below: Christopher Shoemaker's father, Stephen, is shown spending a small fortune on fuel for the fleet of boats at May River Excursions.

Hive of activity

SWATTING DOWN PESTS AND ELEVATING BUSINESS WITH A CUSTOMERCENTRIC APPROACH.

BY LESLIE T. SNADOWSKY

PPalmetto bugs freak people out.

“They are also known as the state bird,” mused Brian DeChirico, the Hilton Head general manager for Hilton Head Exterminators. “Our customers think they are really nasty because these cockroaches grow to be so big, and they can fly.”

DeChirico provides comprehensive pest management services that make insects and vermin drop like flies. This family-owned pest control company has a mission to keep clients with creepy crawlies coming back for more.

“I would say at least once a day a customer will call and speak with someone in the office to tell them we do great work and how positive their interaction was with our employees,” he said. “Everybody’s aware of the challenging times everyone is having with staffing. So when we get that kind of call, we know we are strengthening the core of our business. Without our customers we would just have a bunch of trucks and employees and no work to do. Our customers are at the center of what we do, and our business revolves around happy ones.”

HHE’s trained, certified technicians rid homes and businesses of infestations of ants, bed bugs, fleas and ticks, mosquitos, roaches, rodents, spiders, termites and palmetto bugs. They also are taught the three pillars of HHE’s business model: commitment, reputation and tradition.

“We tell our staff to treat our customers like they would treat their mom and dad and treat customers' homes like it’s their own,” DeChirico said. “We also tell them to do what you say you’re going to do and show up on time. If you can’t because of traffic, call ahead to say you’re going to be late because our customer’s time is important too. It’s really about doing the right thing.”

DeChirico said HHE managers and supervisors implement quality-control measures, conduct ridealongs and offer continuing education to their 75 staff members. Having a large staff allows techs to make a beeline to customers’ homes when needed.

“When somebody calls us, and they have a problem, they want it solved right away,” DeChirico said. “Being able to get there quickly, solve the problem efficiently and take care of it during one visit is our goal.”

Because of HHE’s customer-service culture, DeChirico said their antennae are raised when looking for new hires. HHE employees go through an onboarding process where they take a test and learn about all the company’s baits and repellents.

“The label is the law,” DeChirico said. “We are

regulated by the Department of Pesticide Regulations. We have to make sure that everyone who is operating any of our vehicles and applying pesticides understands how to use those correctly.”

DeChirico lives in Beaufort County and said when people find out he works at the 55-year-old business, he’s never heard a complaint about their service. Instead, they’re excited to mention who their HHE field tech is and how great they are.

“The best type of business to get is referral business,” he said. “Customers are an extension of your sales team. If they’re happy and they love what you’re doing, they’re going to be your best advocates and champions for not just repeat business but for new. Referrals are the reward for focusing on a quality customer experience.”

Customer service training also extends to the administrative staff that fields customer calls. The busy bees are instructed to ask questions to pinpoint what’s bugging the customers, address their concerns and offer a plan of attack.

DeChirico said Hilton Head is a beautiful place, but it’s filled with pests, and HHE is already getting ready for the next seasonal outbreak.

“From October to March it’s rodent season,” he said. “We see resident rats find ways to enter residents’ homes so they can stay warm during the winter. The rat population here is impressive, to say the least.” ■

Bug Busters

Hilton Head Exterminators has been protecting homes and businesses in the Lowcountry since 1968. Pictured at left is Hilton Head Branch Manager Brian DeChirico.

Faces of service

MEET LOCAL BUSINESS LEADERS WHO GO THE EXTRA MILE FOR THEIR CUSTOMERS AND COMMUNITY

GGreat service is often described as “going the extra mile” for one’s customers and community. In the case of our three Faces of Service, the idiom couldn’t be more true. Dr. Jessica Forster, owner and founder of Fetch A Vet, brings professional veterinary services to her patients through her mobile clinic, saving pets and their people the hassle of going to the dreaded “vet.” While her iconic pink and green van has been driving around Bluffton since 2021, Forster hopes to expand her Savannah branch to reach more pets in need.

Like Forster, Brian Buttocovla, owner of Palmetto Buff, is also in the business of providing mobile services to care for his clients’ pride and joy: their cars. A self-proclaimed “car guy,” Buttocovla grew up servicing cars in his father’s garage, and after spending years as a car salesman, he decided to take his idea for a mobile detailing business for a test drive.

And when customers come to William Harper, customer relations manager and delivery specialist at AutoNation Subaru, to find their next set of wheels, they know they’ll drive away with the right car for them. True to Subaru’s fundraising slogan, Harper “shares the love” with his community by helping organize the dealership’s annual fundraising events, including AutoNation’s Mutt Mixer.

These professionals exemplify what it means to be in business for the customer, not just because of them. ■

Driven by passion

BILL HARPER GOES THE EXTRA MILE FOR HIS CUSTOMERS AT AUTONATION SUBARU

STORY BY LUCY ROSEN

WWhen we hear the word Subaru, many of us think about the car company’s tagline: “Love: it’s what makes a Subaru a Subaru.” But for William “Bill” Harper, customer relations manager and delivery specialist at AutoNation Subaru Hilton Head, the slogan is more than just a slogan: It’s the ethos of his job.

Harper landed his role at the Hilton Head dealership on the same day he brought his Subaru in for a routine oil change. One of the service managers is a friend and asked Harper if he was still looking for a job. He introduced him to Ken Kirby, general manager at AutoNation, who hired him. Harper has now been with AutoNation Subaru for five years and has helped over 500 customers understand their cars even after they take their cars home.

“I pride myself on taking a genuine interest in the customer and knowing something about them – the name of their pets, children, spouse, birthdays, why they decided on a Subaru,” Harper said. “I always run into clients who are amazed that I can remember not only their names but various details that they may have shared with me. I don’t think of this as extra service or going the extra mile. I’m genuinely interested, and I think it shows.”

Key takeaways

1Believe in your product. I love this brand and am on my third Subaru, so who better to sell this car than someone who drives one too?

2

Follow up. Sometimes that extra email can mean the difference between losing a customer and making a sale.

3 Stay organized. Mistakes happen when important details get lost in the fray.

Share the love Bill Harper and other team members of AutoNation Subaru Hilton Head present a check to Bluffton Jasper County Volunteers in Medicine. AutoNation has raised more than $40,000 in donations for local organizations.

Just as Harper’s approach could be called above and beyond to most, he is also always focused on meeting the customers’ needs. He doesn’t use a script when working with customers but practices active listening and strives to meet them where they are – literally. He buffers his schedule to make room for short-notice appointments and follow-ups at the customer’s request. Knowing some older buyers are uncomfortable with texting and emailing, he tries to connect with them in the way they’re most comfortable. Whatever the customer wants, Bill delivers.

Subaru, which has donated over $250 million to charitable causes over the last 15 years, encourages retailers to participate in its annual Share the Love Event, where customers can choose to donate to one of four national charities or dealershipsponsored hometown charities. AutoNation alone has raised over $40,000 in donations for local organizations such as Bluffton Jasper County Volunteers in Medicine and Palmetto Animal League (PAL), a no-kill animal rescue organization.

Harper looks forward to AutoNation’s Mutt Mixer, an October adoption and fundraising event that draws over 250people for an evening of music, beverages and a variety of cute dogs to pet. Over the last three years the dealership has raised over $10,000 in donations for PAL, along with carloads of pet supplies, blankets and treats.“We host customer-

appreciation functions throughout the year, allowing our customers to bring in their pets, and I keep a pet wall in my office. Everyone loves to feel valued and included, and they especially love seeing their fur baby photos displayed.”

While Harper’s biggest business goals for the next few years include staying the course with

bringing in more sales and donations, he credits his success thus far to being authentic – both with himself and with his customers.

“To me authenticity also means doing what you love. I love the Subaru brand and our cars, and I enjoy coming to work every day to share my love of the brand with our customers.” ■

Know your customers

Bill Harper prides himself on knowing the personal details of his customers – the names of their pets, children, spouses, birthdays and why they decided on a Subaru. “I don’t think of this as extra service or going the extra mile. I’m genuinely interested, and I think it shows,” he said.

©AUTONATION SUBARU HILTON HEAD

A vision on wheels

DR. JESSICA FORSTER BRINGS VETERINARY CARE TO HER CUSTOMERS’ DOORSTEP WITH A MOBILE CLINIC

BY LUCY ROSEN

EEvery pet parent dreads the yowls and whines their best buddies make as they pull into the “VET” parking lot. That’s why Dr. Jessica Forster, owner and founder of Fetch A Vet, brings professional veterinary care to them.

The mobile vet clinic, which operates out of a green- and pink-branded van, offers all of the wellness, medical and dental services you would expect from a brick-and-mortar practice, but on the patients’ turf. Forster has found that her in-home services not only save her patients a great deal of stress but save their people the hassle of making a trip out as well. With branches in both Bluffton and Savannah, the practice can reach more patients.

“Customer service is a high priority to Fetch A Vet,” Forster said. “I start every day with the goal of providing the most convenient, compassionate, and quality care to my patients as possible.”

Like many of her peers, Forster grew up saying she wanted to be a veterinarian someday – only she made her childhood dream come true. Her parents weren’t keen on having pets, so she seized

Key takeaways

1

Think through your equipment and support needs from a mobile perspective. This ensures that you have the necessary tools and resources to operate efficiently and effectively while on the move.

2

Do not underestimate your need for a strong marketing plan. A comprehensive marketing strategy helps create awareness about your products or services, builds your brand, attracts customers, and drives sales.

3

Plan as thoroughly as you can. By anticipating potential challenges, setbacks, and market trends, you can develop contingency plans, adapt your strategies, and make informed decisions.

Vet on wheels Jessica Forster is the owner and founder of Fetch A Vet, a full-service mobile animal hospital with two vehicles in the Bluffton and the Savannah area. Services include inhouse diagnostics, dental care, preventive care and more.

every opportunity to connect with animals she could: moving injured birds to the side of the road, taking care of neighborhood cats and even collecting bugs. Her passion for animals carried her through her undergraduate degree in animal science from the University of Connecticut and then her doctorate in veterinary medicine from Oklahoma State University.

Forster and her family moved from Connecticut to Bluffton in November 2019 – leaving bitter New England winters in the rear-view mirror – so her husband, Chris, now assistant town manager, could accept a position as the Town of Bluffton’s director of finance. She immediately began the search for a rental space and a small business loan for her own veterinary clinic, but then the pandemic hit, causing her to hit the brakes on her plans. With banks hesitant to loan money in an uncertain economy and rental prices at a premium, she had almost given up, when her husband suggested a mobile clinic.

“It was the answer to my goal of being my own boss but also having a great work-life balance,” Forster said. “I always dreamt of a job where I could be a businesswoman but also able to attend my children’s important life moments.”

When Forster’s not in “vet mode,” she’s in “mom mode.” She and her husband have three children, ages 8, 5, and 3, and three fur babies of their own: a 12-year-old cat named Rocky, a 3-year-old mutt named Gracie and an English bulldog, Teddy, who just turned 1. One of their biggest draws to the Lowcountry was being able to spend more quality family time outside, which is why Forster was excited to be building a business that would help her achieve a better work-life balance.

By May 2021 she was able to get both a truck and a loan. She spent two days a week making house calls while her truck was being renovated, but once the build-out was done in November 2021, she went full time and hasn’t looked back since. She was able to expand to Savannah shortly thereafter, and now she’s en route to meeting her business goals for the next three years.

“My top goal is to have [my Savannah] branch be as busy and successful as our Bluffton branch,” she said. “We are also in the works to add a subscription-based, 24-7 communication tool for clients so they can speak with a veterinarian about concerns at any time of day or night for even more convenience.” ■

Convenient care

Fetch A Vet is ideal for pet owners who are less able to drive to appointments or for those who are worried about their pets being around other pets.

Loving the Lowcountry Jessica Forster and her family moved from Connecticut to Bluffton in 2019. Her husband, Chris, is the assistant town manager for the Town of Bluffton.

Ain’t no buffs about it

BRIAN BUTTOCOVLA’S PASSION FOR CARS DRIVES HIS ENTREPRENEURIAL SUCCESS

BY LUCY ROSEN

BBrian Buttocovla, owner of Palmetto Buff, a mobile auto-detailing service, always considered himself a “car guy,” and it shows. Many people dream of driving a Ferrari or Porsche, but Buttocovla aspires to own a 1957 Cadillac Eldorado Biarritz or a 1957 Chevy Elmorocco – mostly because only 27 to 35 of those vehicles were ever made. He still owns his first car, a collector’s model 1984 Mercury Capri RS 5.0.5, which he and his father drove from New Jersey to Florida in the mid-'80s to buy.

“There’s nothing like rolling down the windows, turning up the music and seeing how fast she can go,” Buttocovla said. Chasing this feeling was what drove him to build a career around his passion for cars.

Buttocovla began his career as a car salesman at Matt Blatt Mitsubishi dealership in Glassboro, New Jersey; then went to work for Penske Auto Mall in the nearby town of Turnersville. By the time he moved into a sales manager role at

Key takeaways

1Embrace change. The pandemic forced me to pivot my career and change my lifestyle, which ended up working out for the better. Sometimes what doesn’t work out for you actually works out for you.

2Don’t be shy about posting on social media. I get a lot of questions about my “secret” to growing my business on social media, and the truth is, I don’t have some secret growth formula; I just wasn’t afraid to start posting. A lot of people never create a social media account for their business because they think it won’t gain any traction. But my advice would be to tap into what makes your business unique and share that on as many platforms as possible.

Ready to rock Palmetto Buff has a strong social media presence, posting videos of recently detailed vehicles to classic rock music on Facebook, Instagram and TikTok.

3Lean on people you can trust. Your business might have been your idea, but getting it off the ground is definitely a team effort. Don’t be afraid to come to people for advice or ask for help when you need it. Take it from me –I learned that one the hard way.

RK Chevy, Buttocovla had a few years of accounting and sales experience under his belt, and the revenue he brought in was high enough that the owner of RK Chevy offered Buttocovla a financing position at the new dealership he was building.

But then Covid hit, and like millions of others, Buttocovla watched his sales come to an abrupt halt. He and his family saw the pandemic as an opportunity to change their lifestyle, so they moved to Bluffton in 2020.

Buttocovla took a job at a local car dealership, but the unstable economy made for slow business. So once again he decided to do something new – and Palmetto Buff was born.

Buttocovla already had some experience cleaning cars as a teen in his father’s used-car dealership (and with cleaning his own cars “obsessively”), so after acquiring autodetailing equipment and a trailer, he began brainstorming ways to promote his new business.

“One unique thing I did to promote myself on social media was to post a video of the vehicle that was just detailed with some classic rock music,” he said. “People reacted very positively to this, and it kind of became my ‘thing.’ I’ve had people request songs after they got their car done that they wanted to be added to their video.”

Along with posting regularly on Facebook, Instagram and TikTok, Buttocovla partnered with other local businesses, such as Bluffton Builders and Joe’s Classic Cuts, to reciprocate shout-outs and referrals, online and off.

But Buttocovla credits much of his success to a skill he learned early in his career as a salesman: impeccable customer service.

Because of his attention to detail and personable attitude, Buttocovla has won a series of "Best of" Reader’s Choice Awards. These recognitions have helped bring in new clients, though running a business is never

without its challenges.

“Along with booking issues, people forgetting their appointments and the difficulties that come with being mobile, the weather can cause major setbacks for us,” he said. “But I’m always willing to try new things when the going gets tough, and I think that may be my key to success.”

Buttocovla hopes to build on the success of Palmetto Buff to meet his next two goals.

The first is spending more time

with his wife, Ashley, son, Lorenzo (age 7), and daughter, Isla (age 6). The second is reaching more auto-detailing clients across the Lowcountry.

“I believe there are five tenats of providing extraordinary service:” Buttocovla said. “Being personable, being genuine, having clear communication, increasing customer satisfaction and, maybe most importantly, taking pride in your work.” ■

Driven to shine Brian Buttocovia is shown washing one of his work vehicles with daughter Isla, and son, Lorenzo. Brian and his wife, Ashley, relocated their family to Bluffton in 2020.

©PALMETTO BUFF

Utilizing digital age technology

ENHANCING THE CUSTOMER EXPERIENCE BY INCORPORATING TECHNOLOGY

BY SHEILA PAZ

IIn these digital times, keeping up with the Joneses in terms of technology can be challenging but it can make a world of difference when it comes to enhancing the customers’ experience. Ian Mason, general manager of Michael Anthony’s Cucina Italiana on Hilton Head Island, explains how staying current with technology enhances customer experience.

MORE THAN A RESERVATION

The biggest piece of technology that Michael Anthony utilizes is the online restaurant reservation application OpenTable. They have become what Mason calls “power users” of OpenTable because of how much time and energy they have spent learning its ins and outs. Through OpenTable guests are able not only to make reservations but also to note where they want to sit, who they would like as their server and make notes of allergies, special occasions or special requests.

OpenTable has been able to assist them in creating a more personalized experience, since the service will retain each guest’s information as well as let the restaurant keep notes on each guest who dines. Mason gave the example that if a guest notes that it is the guest’s anniversary, Mason can mark that down on the guest's reservation page for future reference. “Imagine you come and celebrate your anniversary with me one year, and the next year you made the reservation, but you didn't say anything. And then you walk into my restaurant and your table is set with a happy anniversary tent card. A couple glasses of Prosecco have already been poured, and the server comes over and wishes you a happy anniversary.” It is details like this within the reservation application that elevate the dining experience and allow Michael Anthony’s to capitalize on future visits.

CHANGE OF GUARD

A big change that Michael Anthony’s made recently was the decision to update its Point of Sales (POS) system from Aloha to Toast. This change has enhanced not only the customer experience but the employee experience as well.

Table-Side Service

Toast has an easy-to-use terminal and handheld. Its terminals are optimized for speed, ease of use and are IP54 spillproof. Terminals accept all payment types via tap, swipe or chip. Toast handhelds make it easier and faster to send in orders without a server leaving their section. The handhelds are convenient for table-side payments and accept all payments via tap, swipe or chip.

Open minded OpenTable allows guests at Michael Anthony's to make reservations, choose their seat, choose their server and make notes for allergies or special requests.

By updating to Toast, handheld devices were introduced. At first Michael Anthony's was uneasy because they did not want to diminish the fine-dining experience, but it has proven to improve the service experience. Servers now can send orders to the bar and kitchen instantaneously without having to leave their section to input the order at a terminal, allowing servers to spend more time with the guests. For guests who prefer that their servers not use handhelds, Michael Anthony’s can go back to OpenTable and note this. “We put it in their notes, and as far as they know, we don't have handhelds anymore. They just don't see it, and we're able to provide that service because of the technology that they specifically don't like.”

As for the employee experience, Toast has Kitchen Display Systems (KDS) that can be placed in the kitchen to eliminate the use of ticket printers. The KDS displays table orders on large screens versus printing out a ticket order that has to be pulled off the printer and placed where the chef and cooks can see it. For Michael Anthony’s this update allows their chefs and cooks to keep their hands busy cooking without having to stop what they are doing to grab the ticket. ■

Advice to others

1. EMBRACE INDUSTRY-SPECIFIC SOFTWARE

By implementing industry-specific software, companies can benefit from tools and features designed with their specific operational needs in mind. This not only streamlines workflow and enhances productivity but also reduces the time and resources spent on workarounds and customizations.

2. TRULY VET THE COMPANY

Make sure you do your research on these service companies, and make sure you have enough time to evaluate the company with the ability to get out of any situation that may arise. Not all of the service providers have employees that have experience in your area of business. Do your research to make sure the service provider can fully cater to your business.

3. UMBRELLA COMPANIES

The service companies are all trying to merge the needs of restaurants under one application where things such as reservations, POS, scheduling and payroll are all under one program. When deciding on a program, pick out the program that you think has the best chance of accomplishing that in the coming years. “If you end up five years down the road and you strapped your cart to the wrong horse, changing POS systems is like open heart surgery for a restaurant.”

Customer service is an inside job

YOUR EMPLOYEES’ ATTITUDES AND ACTIONS MATTER

STORY BY RANDI BUSSE

CCustomer service is a critical function in every organization. It is something that business owners must count on their employees to consistently deliver. But how can employees deliver exceptional service if they're not feeling empowered, appreciated and respected?

We think about improving customer service through additional training or incentives, even though effective results often come from something much more human: how your employees feel about their job. Employee job satisfaction directly affects attitude, performance and customer experience with your company. In short, happy employees make happy customers.

Frontline to feedback Employees are the frontline ambassadors of a brand, shaping each customer's experience. Exceptional service scores stem from their dedication, training and genuine care.

Unfortunately, job satisfaction and engagement are not as common as they should be. Studies show that only 20 percent of employees feel valued at work, and 49 percent are dissatisfied with their direct supervisors. What would motivate employees to go above and beyond if they do not feel valued?

GET TO THE ROOT

Employees may be unhappy or disengaged for different reasons. Some are frustrated with company bureaucracy, lack of feedback and even feelings of exclusion. Getting to the root of employee dissatisfaction can help resolve longstanding organizational problems.

The good news is that doing so doesn't have to be an expensive corporate endeavor. It can be as simple as asking staff how they feel about their jobs, their bosses and the organization as a whole. Effecting change starts with listening to what employees say and, when appropriate, putting their suggestions into action.

ASSESS THE EMPLOYEE LANDSCAPE

Measuring employee satisfaction and engagement can be done in several ways. It's essential to find the most effective approach for your staff.

Employee surveys: Surveys often yield more honest responses via anonymity. To encourage in-depth responses, use only open-ended questions rather than yes/no or rating questions. The idea is to get to the reason behind the rating.

Personal interviews: A one-on-one conversation allows for the most personal and responsive look at the employee experience. Questions like "If you were in charge, what would you do differently?" empower employees to share solutions. Hiring an outside consultant to perform these interviews may yield more honest responses.

Focus groups: Create focus groups that include one person from each department. Ask for their feedback on what's working and what's not. Encourage honest communication between departments to work out

disconnects and help develop a more seamless customer experience, while also helping employees understand how their actions affect other staff members.

SATISFIED VERSUS ENGAGED

You might find that your employees are satisfied enough with their jobs and the organization to keep contributing at their current level. Satisfied employees are OK, but engaged employees are better.

Being engaged means possessing an ownership mentality. Engagement manifests itself in commitment; in doing more than asked. Engaged employees are those most likely to deliver the stellar customer service most business owners promise, yet few deliver on.

RESPONDING TO FEEDBACK

Asking for and listening to employee feedback is critical to improving engagement. It's even more important to take action on the feedback. If you ask employees to share their thoughts, you should be prepared to work on any opportunities they bring up.

Your employees possess a tremendous amount of intelligence that goes beyond their jobs skills and knowledge. They know what works and what doesn't. They know what the kinks are – and what customers are sharing. Tap into their insights to improve the employee experience. Doing so creates an environment that inspires employees to share their thoughts and willingly contribute to providing customers with an outstanding experience.

Engaged staff empowered to provide excellent customer service will establish your organization as one that puts customers and employees first. Sounds like a win-win to me! What are you waiting for? ■

Put customers first

BUILDING A

IIn an era of rapidly evolving market dynamics, the key to success for businesses isn't just the quality of their products or the efficiency of their services. The distinguishing factor often boils down to the customer experience. Today the organizations that stand out are those that make their customers the epicenter of their strategies and operations. To make this possible, companies must nurture a customercentric culture from within. Here's a guide to creating this transformation:

1. LEAD BY EXAMPLE

Top leadership should champion the importance of customer-centricity. When the C-suite is genuinely committed to understanding and serving customer needs, this mentality trickles down throughout the organization. Encourage senior managers to actively engage with customers, spend time on the frontline and share insights with the broader team.

2. EMPOWER AND EDUCATE EMPLOYEES

Equip your team with the skills and knowledge to provide exemplary customer service. Regular training sessions can help hone these skills, but it's also important to emphasize that every employee, regardless of their role, influences the customer experience. From product developers to marketers, understanding and valuing the customer is crucial.

3. FOSTER OPEN COMMUNICATION

Encourage feedback loops that not only collect information from customers but also ensure they're shared across the organization. By openly discussing both positive feedback and areas for improvement, you can create a culture where employees are motivated to enhance the customer experience continuously.

4. REWARD AND RECOGNIZE

Acknowledge and celebrate team members who exemplify a customer-centric attitude. By spotlighting their achievements, you're setting a standard for what's expected and appreciated within your organization. Whether it's through monthly awards or simple shout-outs, recognition can go a long way.

5. EMBED CUSTOMER-CENTRIC VALUES

Make the commitment to customers an integral part of your company's core values. By intertwining customer-centricity in your mission statement, hiring practices and performance metrics, it becomes ingrained in the DNA of the company.

6. CO-CREATE WITH CUSTOMERS

Involve customers in the product or service development process. By leveraging their insights and feedback from the early stages, not only will you create offerings that resonate more with your audience, but you'll also foster a sense of community and loyalty.

7. CONTINUOUSLY ITERATE

The market, technologies and customer preferences are ever-evolving. Adopt an agile approach, be willing to pivot based on customer feedback, and continuously refine your offerings and processes. Building a customer-centric culture is not a onetime initiative but a sustained effort that requires alignment, commitment and active participation from every member of the organization. By placing the customer at the heart of everything you do, you not only foster loyalty and trust but also ensure the longterm growth and resilience of your business. ■

You get what you give

WHY GIVING BACK IS GOOD FOR BUSINESS

STORY BY HANNAH CLARK

WWhat goes around comes around, especially in the business world. While the pursuit of profit has traditionally driven most business ventures, one of today’s most meaningful KPIs is CSR: corporate social responsibility. Global disasters, an unstable economy and social issues at the forefront of everyone's minds have ushered in a dogood renaissance, a trend that even small businesses can’t afford to ignore.

A recent study from MarketingDive found that 63 percent of consumers prefer purchasing from purpose-driven brands. Additionally, a 2022 survey from MetLife and the U.S. Chamber Small Business Index reported that 91 percent of small business owners believe that businesses should give back to their local communities, regardless of their size. When it comes to whether or not a business should give back to its community, most consumers and business owners agree –and to their benefit. Here’s why giving back is good for businesses of every size. ■

91 percent of small business owners believe that businesses should give back to their local communities.”

BRAND LOYALTY AND REPUTATION

One of the most immediate benefits of giving back is the enhancement of a company's reputation. Customers are increasingly looking beyond products and services; they want to support businesses that align with their values. When a company actively engages in philanthropic activities, it sends a clear message that it cares about more than just profits, helping customers feel better about the purchases they make.

COMPETITIVE ADVANTAGE

Giving back also can provide a significant competitive advantage. In industries where products and services are similar, a strong CSR program can differentiate one company from its competitors. Consumers are willing to pay a premium for products and services associated with socially responsible companies. Some government agencies also offer incentives, such as tax deductions or grants, to companies that engage in philanthropic activities. These incentives can help businesses reduce costs and improve their bottom line.

EMPLOYEE ENGAGEMENT

Employees are the backbone of any organization, and their well-being and job satisfaction are crucial for productivity. When a company supports charitable causes and encourages its employees to get involved, it fosters a sense of purpose and pride among its workforce. Many employees today want to work for companies that make a positive impact on society, and they are more likely to stay with such organizations. Volunteer programs and charitable initiatives provide opportunities for teambuilding and skill development, which can enhance employee engagement and job satisfaction. When employees are proud of their employer's commitment to social responsibility, they become brand ambassadors, helping to attract top talent.

INNOVATION AND OPPORTUNITY

Engaging in philanthropy can drive innovation within a company. When businesses focus on solving social and environmental challenges, they often discover new technologies, processes and business models that can lead to long-term sustainability and growth. For example, companies that invest in sustainable practices and technologies not only reduce their environmental impact but also position themselves as leaders in their industry. This can lead to cost savings and new market opportunities.

Saying it with service

WAYS BUSINESSES CAN ENGAGE THE COMMUNITY AND GROW THEIR BUSINESSES THROUGH COMMUNITY SERVICE

IIn today’s world community service has taken on even greater meaning and importance. While giving back as an individual is a great way to make a difference for causes that are important to you, the opportunity for businesses to make a positive impact through community service is a way to both help others and help your business – improving the lives of others while also improving your company’s bottom line.

Involving your business in meaningful community service has so many proven benefits – including the biggest benefit of all: helping others within your local community. Here are just a few things you can do to make an impact in the community and on your business.

Host and/or sponsor charity events. Hosting or sponsoring a charity event is a great way to both raise money for a cause and build awareness about your business. Playing a key role in charity events is the perfect way to show your commitment to the local community and involve your whole team in community service, while also generating valuable positive exposure/public relations for your business. Encourage volunteerism. Volunteering together is not only a great way to help the community, but it helps build teamwork and camaraderie as well as contribute to a positive workplace culture. Work with your team to pick a cause that’s important to all of you, and plan a day to volunteer together. You also can encourage volunteerism on an individual level through incentives such as paid time off to volunteer, monetary incentives and possibly create an employee-led “Charity of the Month” type of a program, where employees are able to choose, and lead, a give-back program for a specific cause/ organization.

Designate a “Give Back Day.” Consider setting aside a service day/”Give Back Day” where employees are encouraged to get involved by doing things such planting trees in a local park, helping out at a homeless shelter by serving food, or cleaning up/ beautifying a local public space.

Donate to local charities. This can be as simple as writing a check or clicking a button on a website to support a local cause (an easy starting point for businesses that know they want to give back). It also can include donating your company’s products and/ or offering your business’s pro-bono services to local organizations in need, which can have an even greater impact.

Other ways that you and your business can spearhead your involvement in community service include joining a board (either a nonprofit, business organization or any other local community board such as a school board), sponsoring a local sports team and getting involved in local online community forums to help connect with the community. This would identify community needs and see where you and your business may be able to offer assistance.

There are so many ways to get involved in the community and make a difference and so many ways that you and your team can help. By incorporating community service into your business plan, you’ll find that doing good really does do good for all, including you and your business. ■

“Volunteering together is not only a great way to help the community, but it helps build teamwork and camaraderie as well as contribute to a positive workplace culture.”

MMost business owners spend their time – and marketing budgets – trying to bring in new business. But as gratifying as it is to see new interest in your business, returning customers spend roughly 67 percent more than first-time buyers. It’s also 10 times more expensive to try and attract new customers through ads, events and promotions than it is to cater to your current customer base – but how do you keep previous buyers coming back for more?

Building your fan base

STORY BY HANNAH CLARK

GET TO KNOW THEM AND LET THEM KNOW YOU

Take time to get to know your customers by asking them questions beyond the basic, “Is there anything I can help you find today?” Learn their names, where they’re from and what problems they’re trying to solve with your product or service. This will allow you to recommend the best solutions for their needs, positioning you as their new go-to source for honest advice on the subject.

PRIORITIZE CUSTOMER SERVICE

Nothing leaves a worse impression than leaving customers on hold for hours or replying to their emails with a canned response. Train your staff to be responsive, empathetic and attentive to customers' needs. Address inquiries and complaints promptly, and go the extra mile to exceed expectations. A positive experience will leave a lasting impression and encourage customers to return.

BUILD A COMMUNITY

There’s a reason why clothing labels are such a big deal. It’s never just a shirt or a dress, it’s also a sense of status, community, and identity. So while people might not wear a T-shirt with the name of their favorite plumbing company or candle brand on it, you can still create a sense of community between your customers in other ways. Engage with customers on social media and create forums or online groups where they can interact with each other, and share their experiences. By fostering a community, customers feel more connected to your brand, making it more likely for them to stay loyal.

REWARD LOYALTY

Implementing a rewards program is a tried-and-true way to incentivize repeat purchases. Offer discounts, exclusive access to new products or points-based systems that allow customers to earn rewards with each purchase. Regularly acknowledge their loyalty to your brand; they will be more likely to choose you over your competitors.

STAY CONSISTENT

Doing the bare minimum for your customers isn’t a great way to earn their loyalty, but going above and beyond for them once, then never again? That will seem like a bait and switch. Ensure that your products, services and customer experience remain consistent across all touch points, whether it's in-store, online or via customer support. A consistent brand experience reinforces customer confidence in your business. ■

HERE ARE FIVE WAYS TO BUILD CUSTOMER LOYALTY AND FOSTER LONG-TERM RELATIONSHIPS WITH YOUR CURRENT CLIENTELE.

Making an Impact

HOW TO SELECT THE PERFECT CHARITY PARTNER FOR YOUR BUSINESS

STORY BY HANNAH CLARK

IIf you’re reading this article, you most likely want your business to be seen as a force for good, and there is no shortage of good causes vying for your support. But while the Lowcountry alone is fortunate to have dozens of local charities and nonprofits – not considering the thousands of philanthropic organizations that exist worldwide – the amount of potential partnership options can get a bit overwhelming. You might want to support them all, but what do you do if your budget says otherwise?

When deciding what cause or organization to support through your business, the best decision is the strategic one. Here’s how to choose which charity or nonprofit to support through your business.

DEFINE YOUR VALUES

Before researching specific organizations, take the time to clarify your company's values and the objectives you hope to achieve through your philanthropic efforts. Consider the social issues or causes that resonate with your team and align with your brand identity. Whether it's environmental sustainability, education, poverty alleviation or healthcare, having a clear focus will streamline your selection process.

Once you’ve clarified your business’s values, you can start comparing them to those of potential partner organizations. Determine how well each nonprofit or charity aligns with your values, culture, goals and whether they have a clear strategic plan and measurable outcomes that resonate with your objectives.

LOOK FOR LONG-TERM OPPORTUNITIES

Committing to a cause for an extended period of time will demonstrate your business’s reliability. While the short-term impact is essential, it's equally crucial to consider the long-term sustainability and scalability of the organization's programs and initiatives and your ability to see a long-term fundraising effort through.

EVALUATE THE OUTCOMES

Finally, consider the impact of metrics and measurements the nonprofit or charity employs. A transparent and accountable organization will have well-defined metrics to track progress and demonstrate the effectiveness of its programs. Clear outcome measurements will help you assess the return on investment of your support and ensure that your contributions make a real difference.

REMEMBER, MONEY IS NOT THE ONLY VALUABLE DONATION

Not having much leeway in your budget shouldn’t deter you from partnering with a charity or nonprofit. While financial contributions are crucial for supporting charitable organizations, there are often opportunities to provide more than just monetary donations. By leveraging your time, expertise and resources, you can impact the organization you choose to support. ■

Before researching specific organizations, take the time to clarify your company's values and objectives.

For over three decades, Rotary International has been a driving force in the battle against polio. Since 1988, we’ve stood at the forefront of the fight to eliminate this devastating disease from the face of the Earth. Our dedication has never wavered, and our commitment remains stronger than ever.

Polio once paralyzed thousands of children each year. But together with our partners in the Global Polio Eradication Initiative (GPEI), including the World Health Organization (WHO), UNICEF, and the Bill & Melinda Gates Foundation, Rotary has made incredible strides by immunizing children, strengthening healthcare systems, and delivering hope to even the most remote corners of the globe. Our volunteers, fundraisers, and advocates work tirelessly to ensure that every child receives the lifesaving polio vaccine. Today, we’ve come so far—reducing polio cases by over 99.9% and only a handful of countries remaining endemic.

A RESPONSE

The good, the bad and the snarky

STORY BY HANNAH CLARK

IIf you’re like most business owners, you have a lovehate relationship with online reviews. On the one hand, your customers’ feedback is out there for everyone to see. But on the other hand, your customers’ feedback is out there for everyone to see, which could cost you business if their comments are less than stellar.

And if you’re like most business owners, you’ve probably received at least one such comment before, bringing your coveted 4.8-star rating down to 4.6. But as much as you wanted to delete the review or your Yelp profile, we’re glad you didn’t. As much as we would like to tell your customers, “If you don’t have anything nice to say, don’t say it at all,” we have an even more important message for you: “It’s not about the situation, it’s about how you respond to it.” In this case, literally.

Why every review deserves a response

Online reviews have become essential for customers deciding which business to support. According to a 2023 Brightlocal customer review survey, approximately 98 percent of respondents read customer reviews of local businesses, and a 2020 report from Trustpilot found that positive reviews are one of the top three influencing nearly half of all respondents’ purchasing decisions. So if you think that no one’s going to notice that ten-sentence-long, one-star review, think again.

But customers don’t simply read reviews when researching a business; they check to see how the business responds. Another Brightlocal survey found that 97 percent of the respondents who read reviews also read the company’s responses – and those replies can influence a potential customer’s purchasing decision more than a high rating. The Trustpilot study found that 64 percent of people would prefer to buy from a responsive company than from one with a 5-star rating, meaning that customers do care about what you have to say.

The hard truth is that bad reviews can hurt a business’s bottom line. A 2022 report from ReviewTrackers found that 94 percent of respondents decided not to support a business with a bad review. But if you see a negative comment on your Google Business page, don’t despair: you still have a chance to control the narrative.

WHY EVERY ONLINE REVIEW ABOUT YOUR BUSINESS WARRANTS

How to respond to negative reviews

Responding to positive reviews is easy, but without careful consideration your response to negative reviews can do more harm than good.

Remember:

• Respond as soon as possible. You don’t want to give potential customers the chance to read a negative review about your business without seeing your response. Reply to reviews as soon as possible, within a day.

• Address the situation directly – but don’t get too personal. If a customer leaves you a one-star review, saying she found shellfish in her order when she told the waiter she was allergic, don’t try to minimize the situation with a quick “I’m sorry to hear that.” Instead, own the situation by confronting it head-on with, “On behalf of our entire team, I want to apologize for your experience the other night and that we made such a mistake with your order.” But a word of warning: don’t mention anything about the customer’s situation that wasn’t in the review they left. The last thing you need is to unintentionally reveal any sensitive information or reveal further potential points of concern.

• Don’t make excuses. It can be difficult to take criticism when you are not directly involved with a situation, but as a leader, that’s part of your job. Don’t try to explain that the waiter was new and you were especially busy that night. That might have been the case, but your unhappy customer –and potential patrons – don’t want to hear it. Simply apologize, and sound like you mean it.

• Offer specific solutions. Don’t be shy about humbling yourself and suggesting ways to make things right with your customer. You should also provide your phone number or email address, should they wish to contact you directly. Just be prepared to walk your talk if you offer them anything in compensation.

No matter what kind of reviews your business receives, you should always try to respond. If you follow the strategies above, you can turn any review into a win for your company. ■

The art of dealing with angry customers (without losing business)

STORY BY HANNAH CLARK

TTo most people the person on the other end of a 1-800 customer service call is little more than a machine. But to business owners, they are angels on earth. Why? Because business owners know just how draining it must be to deal with disgruntled customers all day.

Nearly everyone who works in a service-based industry will encounter an unhappy customer at some point. And in the worst cases, “unhappy” may be putting it mildly. Too many of us have been chewed out over the phone or in person by a customer who feels snubbed or slighted. Sometimes their anger is perfectly valid, and the business they bought from has some explaining to do. But other times a minor inconvenience or miscommunication can send people into a frenzy, creating a particularly frustrating situation for the business owner if the matter is out of their control. But no matter how tempting it is to shout, “Well, have you tried turning it on?” back into the phone, the ability to provide excellent customer service in the face of angry customers sets businesses apart. Here’s how to keep your cool – and save a customer relationship in the process. ■

Shift your mindset

People tend to react in one of two ways when confronted with an angry customer: the first is by deflecting blame completely, and the second is by taking their frustration far too personally. Both extremes will only set you up for failure in the conversation – and a whole lot of overthinking later. Try to focus less on finding blame (what or who caused this problem to happen) and more on finding proactive solutions. You can’t change what happened in the past, but you can control what happens now.

Don’t make excuses

If you haven’t heard the saying, “Everything after ‘but’ is BS,” then you need to commit it to memory. If you or your team made a mistake, then your first inclination might be to protect yourself – and your business – by explaining your side of the story. Responding with statements like, “I understand, but…” isn’t going to end well. Instead, practice reflective listening. When the customer is done explaining the issue or why they’re upset, try responding with a reflective statement like “What I’m hearing is…” or “Can you tell me more so I can better understand the issue?” Making the customer feel heard will likely de-escalate the situation to a point where real progress can be made.

Sympathize, empathize and apologize

Usually the first thing that angry customers are looking for is validation. Apologize clearly and unequivocally, then respectfully show you understand why they’re upset. For example you might say, “I’m so sorry that our landscapers ran over your daughter’s wildflowers without seeing them in the yard. I can understand why you’re upset. They must have taken quite some time to grow.”

Offer specific solutions

This is it, what the conversation all comes down to. You should offer the customer a solution that directly addresses their concern. While many businesses offer one-size-fits-all consultation prizes, tailoring your offer to the customers’ needs will make them feel heard. Your upset landscaping client won’t care about getting their hedges trimmed for free if their beautiful flower bed is ruined, so offer replanting the bulldozed garden instead.

Keep calm and carry on

Sometimes customers aren’t interested in making things right, they’re only interested in expressing their frustration. And while it’s undoubtedly upsetting to be yelled at about something that might not have been your fault, especially if it’s something minor, the adage, “The customer is always right” still rings true. You have far more to lose by taking the low road and stooping to the customer’s level of hostility. If you’ve done all you can, that’s all you can do. ■

a

A GUIDE TO REVENUE GROWTH AND CUSTOMER SATISFACTION

In the pursuit of sustained business growth, upselling and cross-selling are two pivotal strategies that enhance revenue and heighten customer experience. Though they share common goals, their applications differ. Are you ready to transform your revenue landscape and forge lasting customer relationships?

Dive into these techniques with confidence, and observe how they redefine your business potential. ■

“Customers access quality, while businesses record higher sales.

Unleashing the power of upselling and cross-selling

Understanding upselling: A premium pathway to satisfaction

Upselling, also known as suggestive selling, involves presenting customers with a superior alternative to their initial selection. It's a win-win where customers access quality, while businesses record higher sales. For example, choosing a premium champagne like Veuve Clicquot over a standard champagne in a restaurant lets customers relish a refined drink, while the server enjoys a higher bill and possibly a bigger tip.

Strategies for success

• Build a relationship: Understand customers’ preferences and desires before suggesting an upsell.

• Identify opportunities: Actively listen to find moments where upselling adds real value.

• Recommend wisely: Emphasize features that align with customer needs.

• Follow up: After a successful upsell, ensure that customers are reaping the full benefits of their purchase.

Cross-selling: Complementing purchases for enhanced experiences

Cross-selling, unlike upselling, urges customers to consider additional related products. It fosters customer satisfaction and boosts sales simultaneously. For example, suggesting a coffee or dessert to conclude a meal in a restaurant leads to a delightful ending for the guest and additional revenue for the server.

Strategies for success

• Identify suitable products: Pinpoint products that are perfect for cross-selling.

• Know your customers: Focus on those who will appreciate complementary purchases.

• Implement thoughtfully: Approach with care, and personalize your cross-selling initiatives.

Would you like FRIES with that?

Harnessing the power of upselling and cross-selling is not just a pathway to increased revenue; it's a strategic alignment toward a more fulfilling customer journey. By implementing these carefully curated tips, you can elevate your business to unprecedented success and customer satisfaction.

Good things come to those who wait

AlphaGraphics launched its business makeover contest a year ago, inviting local enterprises to vie for a coveted rebranding package worth over $10,000.

Sprout Momma stood out among the many enthusiastic entrants and won the prize.

Sprout Momma's win coincided with its move to a venue in Hilton Head's southern end. With a fresh canvas, AlphaGraphics’s design and print experts rolled up their sleeves. The rebrand encompassed a new logo, wall graphics, interior and exterior signage, refreshed menus, package labels and even bespoke paint shades.

"We were truly honored to collaborate with Sprout Momma, a bakery held dear by many. Branding transcends beyond just a logo; it encapsulates the entire consumer experience. Partnering with owner Kim Tavino and the Sprout Momma crew on crafting this experience was a privilege," said Barry Wilson, co-owner of AlphaGraphics. ■

The ingredients for Sprout Momma's reimagined brand:

Foundation of quality: Outstanding branding can't salvage an inferior product. Thankfully, Sprout Momma’s offerings are of unparalleled taste, and its service is impeccable. Sprinkle of personality: The heartwarming demeanor of the Sprout Momma team is a vital ingredient that's mirrored in the brand's essence.

A dash of consistency: The blend of colors, typography, and designs conjured by AlphaGraphics forges a sense of trust and recognition.

BUSINESS MAKEOVER CONTEST GRAND FINALE

Sprout Momma Bakery is a family owned and operated artisan bakery. We are dedicated to sourcing local ingredients, using organic flours that are never bleached or bromated, and hand made fresh, REAL food from scratch, everyday. We at Sprout Momma have taken old world traditions, wholesome ingredients, and hard work to feed our customers delicious handcrafted food.

That’s the ticket

HHH CHARTS COURSE TO CUSTOMER CARE

STORY BY LESLIE T. SNADOWSKY

HHilton Head Island Airport (HHH) is right on the island and offers hassle-free flight options to locals eager to return home and visitors who want to start their vacations as soon as they land. Airport Director Jon Rembold said his crew is empowered to navigate any customer service turbulence that may arise from flyers en route to and from the airfield.

“We’re a Southern Lowcountry vacation destination,” he said, “and our goal is to make people feel comfortable as soon as they arrive, up until the last minute they depart.”

Pilot program

Rembold, who’s a member of the South Carolina Aviation Association and American Association of Airport Executives, runs a tight ship. He oversees a team of 20 that manages the airport for its tenants. While responsible for safety and operations, Rembold doesn’t have direct control over TSA personnel or the American, Delta and United Airlines agents who interact with the public daily, but there is a bridge of communication and influence. “We engage the airlines and our other tenants and try to make sure they’re on board in understanding how important the customers are to all of us because they’re all of our customers, and we all share a responsibility to put our best foot forward,” he said. “They help to further our mission.”

HHH employees gather for informal fellowship sessions where they review case studies from the aviation and other industries. Rembold said they often discuss leadership and customer service lessons learned from the early startup days at Southwest Airlines.

“We engage in family-room-style conversations where it’s just really informal,” he said. “Because we’re a really close team, we want to carry that family mentality through everything we do at the airport.”

HILTON HEAD ISLAND AIRPORT

Jon Rembold is the airport director at Hilton Head Island Airport (HHH) and a member of the South Carolina Aviation Association and American Association of Airport Executives.

Empowered approach

Rembold said when it comes to customer service, there’s no delay. He encourages his staff to take the wheel.

“I remind my team that they have the ability to make decisions,” he said, “and I trust that my team understands our mission, so I encourage them to keep the flow going and to not be afraid to make decisions, knowing that they’ve got the correct motivation.”

Rembold said that empowering people to make decisions helps the team meet its goals.

“If there’s a customer who needs something and you’ve got an idea of how you can provide that, but you’re not quite sure if it’s in the corporate playbook, you’re empowered to make that decision. You don't have to go up the chain with it. We’ve got a great group that really, really cares, so it’s easy to empower them that way.”

Traveling light

When conducting customerservice training, Rembold likes to tell a tale of the generic traveler sporting an invisible backpack.

“We don't know exactly what’s in that backpack, but it contains their personal issues,” he said. “Some of those they are going to share with you, but some they’re not. Sometimes the most important thing you can do for somebody is to smile and tell them to have a nice day. That could change somebody’s day completely. So why not do that? It doesn’t take very much energy to smile, and it makes you feel better, so at the very least we’re going to give everybody a smile and tell them to have a great day.” ■

The Hilton Head Island Airport opened in 1967 and is owned by Beaufort County.

HHH offers flights serviced by American, Delta and United Airlines.

I remind my team that they have the ability to make decisions.”

Future-proof your business

STRATEGIES TO ATTRACT AND RETAIN TOP TALENT

BY LESLIE T. SNADOWSKY  PHOTOS COURTESY OF PALMETTO DUNES OCEANFRONT RESORT

Palmetto Dunes

POceanfront Resort is in the heart of Hilton Head Island and offers vacationers and residents three miles of sun-kissed Atlantic Ocean beachfront, three world-class golf courses, vacation rentals, a fullservice marina and an 11-mile lagoon system. At Palmetto Dunes even the employees get to enjoy golf, tennis, pickleball, bike rentals and kayaking amenities. These are just some of the perks the resort offers its workforce to stay competitive and retain quality personnel.

“I feel like our company culture is one of our biggest attractions,” said Abbey Hightower, vice president and corporate director of human resources at Palmetto Dunes Oceanfront Resort. “Our culture reflects a sense of fun, and the beautiful environment in which we work makes it enjoyable to come to work every day.”

Tennis anyone? Above: The Palmetto Dunes Tennis Center features 17 clay tennis courts, four of which are lighted for night play. The center provides a full schedule of activities and instructional programs all year, hosted by a full complement of professional instructors and players. Top: Alexander's Restaurant & Wine Bar features seasonally inspired cuisine, locally caught seafood and many locally sourced ingredients.

HR AND R&R

Hightower acknowledges that HR departments like hers have had to adapt to the evolving workplace. She said she uses innovative strategies to attract, engage and retain talent in an era when many workers want to work from home.

“As a hospitality-driven company where our noble purpose is to ‘care about our guests and the impact we make on their lives,’ it does make it hard to have fully remote workers,” she said. “We have looked inward to ensure our employees are happy by creating more opportunities for them to grow, staying up to date with market trends regarding compensation and promoting a good work-life balance schedule.”

Hightower said managers stay flexible and focus on the employees’ well-being, whether that means bringing on new technologies to help them become more efficient in their roles, giving time off when employees are going through a hard time in their personal lives, and prioritizing the training of new skills and techniques.

“To be successful with the rapid changes, we keep up with the trends and embrace what needs to be done,” she said. “It’s one of the great things about working with a family-owned company. We have a lot of flexibility to try new things.”

STAY AND PLAY

At Palmetto Dunes Hightower said they are not just looking for someone to do a job. They are looking for employees to become part of the family and stay a while.

“Now, more than ever, employers are experiencing a lot of no-shows to job interviews,” she said. “We have had to be more creative in our job postings and more strategic with our marketing dollars on recruiting sites. However, there is a lot of tenure here at Palmetto Dunes Resort throughout all departments, which helps us recruit great workers who are looking for the same type of longevity.”

She said some employees have worked at the resort for more than 40 years, and some in leadership roles have been in place for nearly 20. Hightower said it speaks volumes to the quality employment benefits Palmetto Dunes offers its team.

“When people come to work with us, they want to stay in the family for a long time,” she said. “We care just as much about the impact on our employees’ lives as we do our guests.”

MI CASA, SU CASA

Palmetto Dunes creates opportunities for its employees to get together and connect. Events include an appreciation luncheon, a wellness fair, a golf event and a holiday party. Other benefits include employee discounts on food and beverage, accommodations and merchandise. “We believe that if our employees love to play and dine here just as much as they love to work here, our guests will benefit from that as well,” Hightower said.

The resort also started an employee emergencyassistance program in 2021 where funds are set aside to provide emergency assistance to employees experiencing extreme economic hardship due to issues beyond their control.

Hightower said Palmetto Dunes’ employees are customer-service minded and really care about what they do and whom they do it for. She said they strive to create memorable experiences for the resort’s guests.

“The employees look forward to seeing families who visit Palmetto Dunes Resort year after year,” she said. “It’s their special place. We challenge our employees to think about what places are special to them and empower them to duplicate that feeling for our guests. Creating fans for life is what we do best, inside and out.” ■

On the Dunes Above: Former PGA Tour Pro Doug Weaver is the director of instruction at the Palmetto Dunes Golf Academy. Left: Palmetto Dunes General Store has been an island institution since 1979. It's famous for its fried chicken.

Is your organization a customer-service maze?

AA hassle-free customer-service experience can go a long way in keeping customers happy. What are you doing to avoid the customer-service maze?

No matter how great your offerings are, there will undoubtedly be times when a customer needs to contact you with a question, concern, complaint or any other type of inquiry. It’s not the type of call we like to receive, but it’s a reality for which we need to prepare.

If someone needs to reach your organization, make it easy for them. Let them get back to business as usual and turn any issues into a thing of the past.

How can we avoid the customer-service maze?

It’s simple — and a little planning can prevent many customer headaches.

customer headaches.

IF YOU DON’T MAKE IT EASY FOR THE CUSTOMER TO DO BUSINESS WITH YOU, THEY WON’T BY RANDI BUSSE

Prominently display your contact information on your website. This includes phone numbers, email addresses and social media accounts (that you actively monitor). A website without contact information says, “We don’t want to hear from you.”

Avoid confusing phone menus. If you use an automated menu, provide a simple option for getting to a real person. (Some big companies are so notorious for complicated phone processes with lengthy wait times that there are now apps to help you find shortcuts to speak to a person faster. Helpful — but wouldn’t it be better just to simplify these systems instead?)

Customer-centric support

A hassle-free customer-service experience makes it easy for customers to reach out and resolve their issues efficiently, ultimately strengthening the relationship with the customers and preventing them from seeking services elsewhere.

Provide help — even when it’s not your department. Being transferred from person to person can become a nightmare of your customer repeating herself while getting nowhere. Encourage communication between your employees so that when the inevitable hand-off occurs, a customer won’t feel like they’re starting at the beginning again. And please don’t “dump and run.” Provide any information the customer has provided to the employee to whom you will be transferring them.

Train employees to provide solutions. Customers just seek answers, regardless of how friendly and polite your employees sound. So along with that positive attitude, ensure your employees can take actionable steps. Because let’s face it, even if they don’t know the answer, they’re most likely more equipped to find one than a customer is.

Serve your customers where they are. Depending on what your company offers, you likely have a wide variety of customers with different communication habits. While reliable phone support is often a safe bet, these days text and web applications are often a preferred means of communication for many customers. Make these options available and as helpful as a trusty phone call if viable.

Making the customer-service experience hassle-free can go a long way in strengthening the relationship with your customers. Consider what contact with your organization looks like from the outside. When companies don’t make it easy to do business with them, customers will find another company that will. ■

Empowering small ventures

SCORE SC LOWCOUNTRY HELPED TURN ONE WOMAN’S COLLEGE DREAM INTO A BUSINESS REALITY

BY SHEILA PAZ

IInitiating or scaling a small business can be daunting. Enter the Service Corps of Retired Executives (SCORE), your trusty guide. Offering free, confidential mentoring and business education, SCORE empowers every small business to flourish within their communities. Specifically, the SCORE SC Lowcountry chapter caters to Beaufort, Colleton, Jasper and Hampton counties. For example, take Jennifer Megliore, owner of ArtWare at Shelter Cove Town Centre, who was recognized as South Carolina’s Small Business Person of the Year by the U.S. Small Business Administration.

JOURNEY TO TRIUMPH

Jennifer learned of SCORE in college, recognizing it as an invaluable resource. When planning to launch ArtWare, she sought assistance from SCORE SC Lowcountry. She collaborated with seasoned mentors like Frank Chapman, Rod Casavant, Paul Kopelczek and John Ferrara. From navigating rental negotiations to handling building requirements, SCORE provided indispensable insights. Even during the COVID crisis, Jennifer received timely advice on the Paycheck Protection Program (PPP) and Economic Injury Disaster Loan (EIDL), ensuring her business's continued success.

A LEGACY OF EXCELLENCE

Thanks to SCORE's mentorship, ArtWare has thrived for 23 years, accumulating accolades along the way. These include SCORE Client of the Year (2004) and the Small Business Person of the Year from the Hilton Head-Bluffton Chamber of Commerce (2005). These set the stage for the U.S. Small Business Administration's most recent honor, celebrated at the 2023 National Small Business Week in Washington, D.C.

Small Business Person of the Year

For over 50 years, the Small Business Administration has celebrated the indomitable spirit of entrepreneurs during the National Small Business Week. Being nominated and recognized as South Carolina’s Small Business Person of the Year during this significant event is a testament to Jennifer Megliore’s relentless drive and dedication.

UNLOCK YOUR POTENTIAL

Jennifer's journey underscores SCORE's potential. Whether you’re an existing business owner or an aspiring one, the SCORE SC Lowcountry chapter is ready to help. “As entrepreneurs, we juggle multiple roles,” Jennifer said. “Why not leverage a free, comprehensive resource? SCORE isn't exclusive to startups. They cater to all business needs, from lease deals, inventory management to HR referrals. All you need to know is SCORE.” Explore more at score.org/sclowcountry.

ARTWARE: A GLIMPSE INTO ITS GENESIS

Conceived in 2000, ArtWare was Jennifer's vision of a gallery gift shop, blending artistry with utility. Relocating to Shelter Cove Town Center in 2014 was a strategic move, cementing its success. Jennifer captures the essence of SCORE's impact, stating, “When a senior passes, a library burns. The wisdom I gained from SCORE volunteers is timeless. It's my duty to share it. Remember, you don’t need to know everything; just know SCORE.”

SCORE'S LEGACY

Established in 1964 by the U.S. Small Business Administration, SCORE began as a national volunteer base with 2,000 members. Today it has bolstered over 8.5 million entrepreneurs. As a nonprofit and a partner of the U.S. Small Business Administration, SCORE remains steadfast in its mission. ■

More than a mascot Penny Lane, the cheerful store canine, infuses joy into every ArtWare visit. Beyond being a mascot, she symbolizes ArtWare’s commitment to supporting local charities and embodies Jennifer’s belief in community-focused entrepreneurship.

Creating a culture of inclusion

HR'S ROLE IN DIVERSITY AND EQUITY

BY BAILEY GILLIAM

“Diversity is being asked to the party; inclusion is being asked to dance.”

IIn the business world, difference matters. Companies that are diverse, equitable and inclusive are better able to respond to challenges, win top talent and meet the needs of different customer bases. And who does that responsibility often fall to? Human resources.

HR managers play a vital role in ensuring that their companies’

workforce comprises diverse backgrounds. They also have a hand in ensuring that each employee feels respected and appreciated. According to the Project Management Institute (PMI) in its Case for Diversity Report, 88 percent of the surveyed professionals agreed that inclusive teams add more value.

A local example of inclusion at work is Marriott Vacations

Worldwide (MVW), which has eight resorts on Hilton Head: Marriott’s Barony Beach Club, Marriott’s Grande Ocean, Marriott’s Harbour Club, Marriott’s Harbour Point, Marriott’s Heritage Club, Marriott’s Monarch at Sea Pines, Marriott’s Sunset Pointe and Marriott’s SurfWatch. What better company to ask than one that is literally in the business of bringing people together?

— VERNĀ MYERS

LEADING THE WAY

Marriott Vacations Worldwide exemplifies diversity, with women comprising 54 percent of its workforce and 52 percent of management-level positions. Additionally, women leaders comprise 30 percent of the executive leadership team and 30 percent of the Board of Directors. People of color comprise 45 percent of MVW’s U.S. management team, and 66 percent of associates are racially diverse (27 percent Hispanic or Latino, 14 percent Asian, 15 percent Black or African American and 10 percent other).

“Marriott Vacations Worldwide is committed to investing in programming such as executive leadership programs to grow our high-potential talent from within so our leaders can reach the senior leadership level,” according to a media release from Marriott Vacations Worldwide. “Not only does this approach position us for the future by increasing diverse representation within our leadership pipelines, but it also better reflects our associate population.” One example is its Venture to Leadership Program, which develops future directors of operations and general managers through mentoring, coaching and more.

Another program established in 2021, the Executive Inclusion Council (EIC), brings together senior leaders to champion inclusion and diversity initiatives throughout the organization.

“The EIC consists of a broad array of senior leaders from across the business and provides guidance on the company’s inclusion and diversity strategy and supports leaders’ ability to discuss and drive meaningful outcomes,” the release said. “The EIC is also responsible for setting strategic inclusion and diversity priorities rooted in the company’s core values.”

The company continues to invest in training programs to support leaders who create inclusive work environments. MVW’s diversity, equity and inclusion commitment statement comes to life by educating leaders on critical concepts.

Additionally, MVW hired its first associate director to lead inclusion and diversity initiatives across the enterprise. ■

HERE ARE SOME WAYS YOU CAN HELP YOUR OWN BUSINESS THRIVE

Conduct engagement surveys. To better understand the associate experience and engagement, Marriott conducts an annual associate engagement survey globally. Last year 91 percent of associates participated, and 87 percent rated diversity, equity and inclusion as vital to them.

Donate to causes that matter. In 2021 MVW donated $100,000 to support the On Course Foundation’s mission to provide long-term rehabilitation and vocational benefits for injured, wounded and sick service members and veterans through golf instruction, work experience and jobs in the golf industry.

If something is lacking, create a panel to address it. In March 2022 Marriott launched a Women’s History Leadership Panel. The event was a dialogue with leaders about the importance of uplifting and empowering each other to grow and thrive personally and professionally. It also hosted a panel to support Orlando’s MLK celebrations.

Don’t go at it alone. MVW partners with BetterUp, a leadership development platform that will help provide MVW associates with holistic and science-backed coaching to reinforce inclusive behaviors. Train good leaders. Marriott is working to prepare inclusive leadership training that will be rolled out for all leaders across the company. It starts from the top.

A Model of Diversity Marriott Vacations Worldwide is a shining example of diversity and inclusion, with a workforce consisting of 54 percent women and 52 percent women in management roles. MVW also prioritizes racial diversity, with 45 percent of their team being people of color.

Marriott’s Barony Beach Club

Small lenders, big reward

Revving up investments

When not dreaming of, reading about or searching the internet for exotic cars, Bruce Wood works as a registered financial advisor and managing partner of his investment firm, Hilton Head Capital Partners. He is pictured with his 2003 Ferrari 360 Modena.

WHY STARTUPS SHOULD SEEK SMALL INVESTORS FOR GROWTH

STORY BY LESLIE T. SNADOWSKY, PHOTOGRAPHY BY LLOYD WAINSCOTT

“Small businesses have access to so much more success opportunities through their industries, through their friends, through everything,” he said. “It’s a lot easier today to be a small-business person because there’s so much more information.”

■ KNOW YOUR CUSTOMER, PERIOD

Wood said he entered the independent portfolio management world to offer his clients expanded estate and trust investment solutions, flexible customized portfolio management, fee flexibility and custodial alternatives, prompt personal support and attention and extensive resources through strategic partners.

He said in order for small businesses to grow and access capital, they need to know to whom they’re selling.

“Know your product, know your customer and who you’re trying to reach,” he said. “Just like with me. If you don’t have $1 million, don’t call me. I can’t help you because we’re set up to help people with $1 million or more. I can’t be all things to all people. I can only help certain types of people. And that’s the key. It’s knowing your customer, knowing what you can do, and knowing the services you can provide. Don’t try to be all things to all people if you can’t be.”

■ SEEK SMALL LENDERS

Wood’s company designs portfolios to meet clients’ unique investment needs, working with tax, insurance, legal and estate planning professionals, to create customized portfolios designed around clients’ interests and tax requirements to achieve wealth goals and long-term family objectives.

He said when small businesses go to banks to access capital, those banks will look at your products and services, look at your growth potential and your customer service, but big banks have drastically reduced the number of small businesses they offer loans to.

“Banking has really changed a lot from Main Street to corporate headquarters,” Wood said. “That’s why you have so many local banks now compared to what you had 50 years ago. Local banks are totally different from national banks. Local banks will look at everything, including your business’ demographic information, and they do make investments.”

Bruce B. Wood, founder, managing partner and investment registered advisor at Hilton Head Capital Partners (HHCP) in Hilton Head, said the world has changed for small businesses, for the better.

■ COLLATERAL IS KING

Businesses strive to offer the best service, in the best location, with the best prices to attract their desired customers. Wood says even businesses with the best “word of mouth” endorsements and customer service accolades still need solid collateral when seeking capital.

“You need to show the capability of repaying the loan,” he said. “Your market area, your idea, those are all important. Everything’s important. But the two primary things investors are interested in are can you make the payments and what is the collateral.”

Wood said entrepreneurs can have the best idea in the world, but if they can’t demonstrate the ability to repay a loan, banks won’t bite.

“It’s Banking 101,” he said. “It is not what I can do for you. It’s what you can do for me.”

■ SHARE THE WEALTH

Wood recommends small businesses that take out loans should do so from multiple outlets. He cautions banks can call loans without much warning and funding can dry up as it did during the Great Recession between 2007-09 and during the COVID-19 pandemic.

“That’s why I always tell my business clients, make sure you have two or three very good banking relationships and spread the business because you never know when your loans are going to be called and it’s very dangerous for the small businessman,” he said.

■ BARGAIN BASEMENT

According to the U.S. Bureau of Labor Statistics, 20 percent of new businesses fail during the first two years of opening, 45 percent during the first five years, and 65 percent during the first 10 years. Wood said the 25 percent of new businesses that make it for 15 years or longer have solid financial foundations.

“There’s a lot of great ideas out there, but you have to have the financial backing,” he said. “When Amazon started, it was a small book-selling company operating out of a garage. Many successful businesses were spawned in a garage or a small environment and from that environment, they got investors.

“Most investing today is actually done by private lending, wealthy people pooling their money and lending in an area that they know a lot about,” he said. “I admire any small businessman or woman, but the chances of survival are 50-50 unless they have some money behind them.” ■

Service with a profit

UNLOCKING THE FINANCIAL POTENTIAL OF SERVICE-BASED BUSINESSES

STORY BY LESLIE T. SNADOWSKY

MMaximizing profitability in service-based businesses requires a strategic approach encompassing pricing models, upselling and cross-selling techniques, customer retention strategies, and technological integration. Mike Kabiri, managing member of Transworld Business Advisors of Hilton Head, said by aligning these aspects and focusing on delivering value to customers, businesses can enhance their financial dynamics, drive operational efficiency and achieve sustainable growth in today’s competitive landscape.

“For any business to really succeed, they need repeat business,” he said. “People will come to your business once and if it’s not good, they’re going to walk away. Sometimes, the biggest distinguishing difference between competing businesses is what their customer service is like.”

PRICING MODELS FOR PROFIT OPTIMIZATION

Transworld Business Advisors focuses on business brokerage, franchise consulting, and franchise development.

Kabiri said pricing is a critical factor that directly affects the bottom line of service-based businesses. “Adopting suitable pricing models can help optimize profitability,” he said. “Valuebased pricing sets prices based on the perceived value of the

service to the customer and by focusing on the benefits and outcomes delivered, businesses can command premium prices and increase profitability.”

With cost-plus pricing, the service price is set by adding a margin to the cost of providing the service. Kabiri said this method may not account for market demand and competition, requiring a balance between covering costs and remaining competitive.

Subscription and tiered pricing offer different levels of service at varying prices and allow businesses to cater to a broader range of customer needs. “Subscription models provide consistent revenue streams, enhancing predictability,” Kabiri said.

UPSELLING AND CROSS-SELLING TECHNIQUES

Both upselling and cross-selling techniques are effective strategies to increase transaction value.

Encouraging customers to upgrade to a higher-priced service tier by showcasing additional features and benefits is upselling and Kabiri said this not only boosts revenue but also enhances the overall customer experience.

“Cross-selling is when businesses offer complementary services to existing customers and that can lead to increased sales,” he said. “Analyzing customer preferences and behavior helps tailor cross-selling recommendations.”

CUSTOMER RETENTION STRATEGIES

“Retaining existing customers is often more cost-effective than acquiring new ones,” Kabiri said. “And there are several strategies to enhance customer loyalty and retention.”

Kabiri said personalization, or customizing services based on customer preferences and behavior, fosters a stronger connection, increasing the likelihood of repeat business. Implementing loyalty programs with rewards, discounts, or exclusive offers incentivizes customers to continue using the service, and by providing exceptional support and addressing customer concerns promptly businesses can create a positive impression, reinforcing customer loyalty.

LEVERAGING TECHNOLOGY FOR OPERATIONAL EFFICIENCY

Embracing technology can streamline operations and drive profitability.

“Implementing automated processes for tasks like appointment scheduling, billing and follow-up communications reduces manual effort and enhances efficiency,” Kabiri said.

Utilizing customer data to understand trends, preferences and pain points helps in making informed decisions for service improvements, and targeted marketing and offering online booking, service customization, and seamless payment options improves convenience for customers and minimizes administrative overhead.”

“If you want repeat business, you don't really have a choice,” Kabiri said. “You have to offer best-in-class customer service.” ■

Tech Solutions to Help Your Business

Since 1996 Custom Audio Video has offered the best combination of quality, value, and reliability for commercial audio-video, lighting, and shades. Contact us about tech solutions for your business or organization that will overcome your AV challenges.

Call. Click. Or Come In.

Mike Kabiri, Managing Member of Transworld Business Advisors

Subscriptionbased learning and earning

ACCOMPLISH YOUR GOALS AND SEE RESULTS THROUGH BRANDING

STORY BY LESLIE T. SNADOWSKY

IIt’s where customers on a budget learn how to brand. Brand State University is an affordable online learning platform for small businesses and do-it-yourself marketers. Jaci Russo leads the subscription-based business that sells access to her marketing expertise and educational courses.

“BSU content is designed to help in the real world,” said Russo, the co-founder and CEO of brandRUSSO, a strategic branding agency in Lafayette, Louisiana. “You’ll gain rare insight you can put into action from day one. At BSU, we don’t tell you what to do. We’ll show you how to accomplish your goals and see actionable results.”

SCALING SUBSCRIPTIONS

For years, Russo had been producing live training sessions about social media, marketing, and branding for small businesses in Lafayette, but when the COVID-19 pandemic struck, Russo realized that’s when people in business needed her help the most.

“It was really hard for local businesses to get through the pandemic without foot traffic,” she said. “So I took all the in-person classes that I was offering and recorded them and turned them into online classes that people could take for a very low cost through a subscription. We built out the classes and we now offer a whole set of professional development.”

At BSU, businesses gain online access to everything from team building, personal development, professional development, sales and marketing and branding training.

Russo said they are nearing a milestone of 10,000 members.

SERVE FIRST, THEN SELL

Forbes recently reported the global subscription e-commerce market is expected to increase from $120 billion in 2022 to $904 billion by 2026. Russo attributes her uptick in subscription sales to her “serve first, then sell” philosophy.

“Know who you’re serving, know how you’re serving them and continue to serve them,” she said. “Figure out what kind of tools your community needs and how they are going to be able to access them. How can you provide it to them? What can you give away at no charge now so that they will want to pay you for services in the future? I find a lot of people come out of the gate trying to charge and they’re going to lose that battle every time.”

At Russo’s BSU, a $79 monthly subscription will get you access to live strategy sessions with Russo and her team, content creation and social media prompts, membership to the VIP Facebook group, and educational training courses.

“What I find is most local businesses don’t necessarily have the budget to hire a marketing agency,” Russo said. “Agencies are expensive. I run one, so I know. They end up turning to an intern, or a part-timer, or a new graduate or someone who’s worked in the business for 30 or 40 years that they feel can take on an extra task. But they don’t necessarily have all of the modern marketing tools and training. At Brand State University, your employees can get up to speed so that you are still doing it yourself, but not on your own. You’ve got professional guidance from someone who knows marketing from the inside out.”

RECURRING REVENUE REVOLUTION

Russo said she has a 95 percent retention rate because BSU subscribers can learn at their own pace and it saves them time and money.

“I’ve seen this great need to reconnect with people and digital subscriptions are on the rise because of that,” she said. “Recurring revenue is great for the health of the company. When you’ve got revenue you can count on, it’s awesome. What has been vital for us is continuing to reinvest, and always having new classes and new opportunities for learning. I think if you get lackadaisical and try to coast thinking the subscription is a guarantee, that it’s mailbox money for life, that is a mistake. If you invest in continuing to improve your product and produce new content every month, it will make your business more valuable and then you can continue to count on subscription loyalty.”

Russo said her retention strategies include offering new resources, courses and guides that are rolled out every month. Plus, she’s tapped into state programs that reimburse small businesses that invest in ongoing professional development training.

“One of the things I’m hearing from our members right now is that they feel like their social media is getting stale,” Russo said. “So, for the next 12 months, we will be offering a new tool, resource, guide or checklist to invigorate their social media so they don’t feel like they have to create a media plan on their own. In us, they have a partner who offers tools on how to use ChatGBT and AI to help create better social media content, and 105 different types of social media content so you’re not just doing the same thing you’ve always done.” ■

©MAGGIE RUSSO

Nature calls

ONE LOCAL BUSINESS IS ENRICHING LIVES WITH EVERY ADVENTURE, EVERY DAY

BY LESLIE T. SNADOWSKY

BBiking, boating, fishing, kayaking, paddle boarding, sailing and skiing trips — Outside Brands is driven by a mission to enrich lives by connecting people to exceptional places, products and experiences in South Carolina and Georgia, not only for its customers but also for its employees.

“Mike Overton, our CEO, has been passionate about this for more than 40 years,” said Sharon Sutton, director of human resources. “Our very name speaks to being outside and we look for individuals who align with that desire and who are ‘hungry, humble and smart.’ Each role within Outside relates to our mission. As a company, we offer so many great benefits to our employees, not only for enjoyment and enrichment but to improve their knowledge of the company.”

Ashore or at sea

Outside’s employees get complimentary access to adventures including shark tooth island cruises, dolphin eco tours and stand-up paddleboarding (SUP) excursions, all of which bring back employees season after season. Outside recruits via multiple web-based portals, including LinkedIn, Indeed, Handshake, Instagram and Facebook. Sutton also posts positions on area colleges’ recruitment boards.

Outside’s four divisions offer customized group travel services; team-building programs; specialty retail; and employee-training programs. Each is designed to enhance customer-service skills across the board. Sutton said applicants for guides and USCG-licensed captains are required to attend a comprehensive five-day interpretive guide training. Coursework includes kayak and/ or power boat competency, basics of interpretation, local ecology, wildlife, history, and environmental stewardship. Applicants also rotate through Outside’s retail training course and reservations training course where they learn sales skills, product and brand information, and technological booking skills.

“These courses also cover communication and leadership,” she said. “Additionally, participants will become acquainted with the wide range of programs offered by Outside Brands, including kayak, boat, SUP, bike, and land-based tours. This is followed up with our mentor/mentee program and reviews.”

Sutton said new employees are assigned a mentor who provides knowledge and support throughout their first year with the company, and coaching programs inspire employees to grow and offer guidance along the way. These relationships are fostered through interest sharing and shadowing evaluations and have an impact on the company by creating a positive culture of communal learning and encouragement.

All hands on deck

Outside stands at the helm of work-life balance and provides flexibility to emphasize the importance of downtime and self-care. Sutton said the company recently introduced a gamification element to make the work more engaging and enjoyable. “We use leaderboards, challenges, and rewards to encourage our employees to excel in their roles,” she said.

Outside also supports community engagement through its nonprofit Outside Foundation, which is charged with getting kids outside and protecting and preserving the local environment.

“The guiding principles of the foundation are to provide outdoor experiences that will have a positive impact on people by creating awareness, expanding knowledge, and developing a responsible understanding of nature and the environment,” Sutton said. “We invite our employees to foster a sense of community by volunteering for our Kids in Kayaks program and island clean-sweeps. At the end of the day, we are a family. We care for each other, and we care for our community. That sense of pride and connection keeps our employees happy to be here and our turnover low.”

Five stars

Since starting as a windsurfing school in 1979, Outside has been an evolving and growing business that has become the Lowcountry’s leading outdoor outfitter, providing programs 365 days a year.

Sutton said Outside boasts a staff made up of experienced, knowledgeable, and personable retail associates, reservationists, interpretive naturalist guides, and USCG-licensed captains who are fueled by ongoing education and training and are committed to offering exceptional programs along with unparalleled customer service.

“With more than 40 years serving the Hilton Head, Savannah, and Bluffton area, we are a staple,” Sutton said. “We have more than 6,000 5-star reviews through Trip Advisor. We consistently have returning families each year who typically request their favorite guide or captain.” ■

Can you make every customer an advocate for your business?

BY KAREN A. CASEY

CCustomer service is one of the keys to a successful business. Excellent customer service requires business owners to understand their customers’ expectations; each one presents its own challenges. If you are a sole proprietor, you effectively need to be on call all the time and cannot have a “9 to 5” job. Staffing becomes a challenge as employees’ expectations have changed.

How do you manage these issues and make sure every customer contact makes a positive impact? I asked one of my SCORE clients who provides excellent customer service to get their perspective. Cassandra Gamble, owner of the Blush Bridal in Bluffton, notes “Blush Bridal is a specialty shop that plays an integral part in one of the most important days of a bride’s life. And this is something we do not take lightly. I’ve found that even the smallest act of kindness and service often creates a lasting impact. Even when we cannot turn every bride into a Blush Bridal Bride, we can turn them into an advocate for our business.”

I thought this was interesting that even for customers who did not buy, Gamble wants them to walk away happy and potentially promote her business to others.

Is that how you look at your business? We are looking at a new generation of customers who are much more sophisticated than even five years ago. They are well-informed about product quality and performance and know that if they are dissatisfied with the service they receive, there is probably someone else who also sells it who will provide better service. Also, today’s customer is not afraid to use social media to express dissatisfaction or support a business that provides great customer service. Many businesses will suffer the consequences of a poor review or the benefits of a positive one. How do you make sure you get positive ones?

First, ask someone to secret shop your store or service. Are they greeted when they walk into the store and offered assistance without being pushy? Do they engage in a friendly conversation? Do they promptly answer or return phone calls or set expectations that all calls will be returned within 24 hours? Are they upbeat on the phone or sound like this is a chore?

First impressions make lasting impressions and you need to capture your customer quickly with a positive impact.

First impressions make lasting impressions, and you need to capture your customer quickly with a positive impact. As a business owner, how do you effectively manage your business while providing excellent customer service? Here are some of the most common, but controllable, barriers to excellent customer service:

• Laziness

• Poor communication skills

• Poor time management

• Attitude

• Moodiness

• Lack of adequate training

• Inability to handle stress

• Insufficient authority

All of these are correctable. You need to identify what is not working and implement corrective actions now so that your customer walks away with a positive impression even if they do not buy anything that day. They may be back tomorrow.

For other ideas on delivering excellent customer service, go to score.org/sclowcountry, or ask for a SCORE mentor who can help you deliver positive results. ■

KAREN A. CASEY, CPA, CFP, is a certified SCORE SC Lowcountry business mentor.

Tech up and team up

TECHNOLOGICAL INTEGRATION THAT CAN BENEFIT CUSTOMER SERVICE

STORY BY BAILEY GILLIAM

Technology-centric approach: Technology is the backbone of modern business operations. KML integrates advanced IT solutions, from help desk software to network monitoring tools, to proactively identify and address issues before they impact customer operations. This ensures minimal disruptions and maximum uptime. Automation for swift resolutions: KML leverages automation to expedite issue resolution. Routine tasks, such as system updates or data backups, are automated, reducing human error and saving time. This means that IT experts can focus on more complex challenges that demand their expertise.

Remote monitoring and management (RMM): RMM systems keep a vigilant eye on your IT environment 24/7. This proactive monitoring allows KML to detect potential issues early, often resolving them remotely before customers even notice. This results in smoother operations and less downtime.

Efficient ticketing system: KML’s advanced ticketing system ensures that every request, from minor queries to critical issues, is efficiently captured, prioritized and assigned to the appropriate expert. This structured approach guarantees prompt attention and resolution.

Data-driven decision making: KML analyzes data generated from customer IT systems to identify patterns and areas for improvement. This informs their strategies, enabling them to anticipate needs and implement solutions before they become problems.

TTechnology is at the heart of modern society, including the business world. A key application of that technology is in the realm of customer service. KML Computer Services uses technology to automate and streamline customer service practices and can help you incorporate them into your business.

“At KML Computer Services, we are committed to harnessing technology and optimizing service operations to drive efficiency and elevate customer satisfaction,” said Sidney Rossi, head of business development. “Our approach revolves around strategically implementing cutting-edge tools and methodologies to streamline processes and enhance the overall customer experience.”

Through the following practices, KML creates an environment where technology serves as a catalyst for efficiency, productivity, and customer satisfaction. While some of these ideologies may not apply to every type of business, these tips are worth considering. ■

Proactive maintenance: KML performs system updates, security patches and performance optimizations through regular maintenance schedules. This proactive approach minimizes vulnerabilities and keeps systems running smoothly.

Customer portal for transparency: KML’s customer portal offers real-time insights into customer service status, ongoing projects and historical data. This transparency ensures that customers are always informed about the state of their IT environment.

Strategic planning and consulting: KML offers technology consulting that aligns with customer’s business objectives. This helps customers make informed decisions about technology upgrades, expansions and innovations that drive efficiency and growth.

Scalability and flexibility: KML designs their solutions to be scalable, adapting to their customer’s evolving needs. Whether growing or encountering challenges, their services are structured to provide the necessary support.

Continuous Improvement: KML believes in constant refinement. Regular reviews and feedback loops help them identify areas of improvement, ensuring that they’re consistently delivering the best possible service.

CUSTOM AUDIO VIDEO: OVRC

OvrC (oversee) is a revolutionary support platform for professionals that allows them to remotely manage, configure, and troubleshoot devices on the network. Local business Custom Audio Video (CAV) uses OvrC to keep everything running smoothly, from home theaters to largescale networking infrastructures. “We’ve used many different software options in the past, and even now, we still use 3-4 different ones depending on the age of the home technology system in question,” said Jason Clarke of Custom Audio Video. “However, more and more, the one that is being used the most is called OvrC.” ovrc.com

SCORE LOWCOUNTRY: LIVECHAT

LiveChat is a complete customer service platform that allows you to connect to customers faster across multiple channels for a more efficient and effective customer experience.

SCORE, the nation’s largest provider of volunteer expert business mentors, integrates LiveChat into their website so people can easily be matched with a mentor based on their location and expertise. “It’s very good at picking up your demographics as you go through the chat,” said Les Aker, a mentor in the SCORE Lowcountry chapter. “You say, ‘This is my zip code; I’m interested in this particular topic,’ and then it will route you into someone who knows something about that topic who’s relatively close to your local area.” livechat.com

KML COMPUTER SERVICES: GREENLINK NETWORKS

KML has implemented a VoIP (Voice over Internet Protocol) system using Greenlink Networks, which provides several features such as call forwarding, voicemail integration, seamless client experiences and caller identification to enhance customer service. “These features offered by Greenlink Networks contribute to improved customer service by ensuring that calls are efficiently routed, voicemails are easily accessible and clients experience minimal disruptions in their communication with the company,” said Sidney Rossi of KML. greenlinknetworks.com

HARGRAY: CHATGPT

ChatGPT is an artificial intelligence language model developed by OpenAI that’s built to understand typical prompts and generate responses that sound human. The GPT stands for "Generative Pre-trained Transformer," shorthand for an extensive interactive database that learns as it goes and refines itself along the way. Businesses can use ChatGPT and peer platforms to improve customer experience, optimize operations, and increase efficiency. “They can be used to provide instant and personalized customer support,” according to Hargray’s blog. “A business can integrate an AI chatbot into its website or messaging platform to answer frequently asked questions, provide troubleshooting guidance and offer solutions to common problems.” chat.openai.com

Here are some FAVORITE PROGRAMS used by local businesses to enhance their customer service experience.

Are you getting the service you deserve?

FIVE VITAL SERVICES PROVIDED BY IT COMPANIES

BY MARK ROSSI

IIn today's rapidly evolving business landscape, technology plays a pivotal role in the success of small businesses. Yet, managing IT infrastructure and ensuring seamless operations can be a challenging task for many entrepreneurs. This is where the services of an IT company come into play, providing essential support and expertise to help small businesses stay competitive in the digital age. Here are five fundamental services a small business can expect from an IT company:

COMPREHENSIVE IT SUPPORT

An IT company offers a wide range of support services tailored to meet the unique needs of small businesses. It ensures a company's IT infrastructure is well-maintained, updated and secure. This includes managing hardware and software installations, troubleshooting technical issues and providing swift responses to emergencies. Comprehensive IT support ensures that a business can focus on its core operations without disruptions caused by IT-related problems.

NETWORK AND CYBERSECURITY

In an increasingly digitized world, cybersecurity is a top priority. IT companies provide small businesses with robust network security solutions, safeguarding sensitive data and protecting against cyber threats. They implement firewalls, encryption protocols and intrusion detection systems to fortify a business's digital perimeter and minimize the risk of data breaches or unauthorized access.

DATA BACKUP AND RECOVERY

Data loss can be catastrophic for a small business. Your IT company should offer data backup and recovery services to ensure that critical business information remains safe and retrievable in the event of hardware failure, system crashes or cyber attacks.

CLOUD SERVICES AND SCALABILITY

Scalability is essential to keep up with the dynamic nature of modern business operations. IT companies assist small businesses in adopting cloud services, enabling them to access scalable resources and cost-effective solutions. Cloud services facilitate seamless collaboration, data storage, and software deployment, enhancing overall business efficiency and flexibility.

CONSULTATION AND STRATEGIC PLANNING

Beyond immediate technical support, IT consultants provide invaluable guidance to small businesses. They assess a company's IT needs, identify potential areas for improvement and recommend relevant technologies to streamline operations and optimize productivity. A strategic IT road map can help a small business align its technology investments with long-term goals, ensuring a sustainable competitive advantage.

Partnering with a reputable IT company can provide a small business with essential technological support, ensuring seamless operations, data security and future scalability. When choosing an IT consultant, prioritize expertise, reliability and a client-centric approach to ensure your small business thrives in today's digital

operations, data security and future scalability. When choosing an ■ landscape.

Mark Rossi is president of KML Computer Services. Since 1996 he has been immersed in the technology field, working in various positions, from hardware technician and network manager to network engineer and IT consultant.

LEEP

Sleep is vital and so often ignored. Most studies say adults should get at least seven hours a night and most of us do not get that. Our bodies need sleep to produce proteins called cytokines that help us repair and rebuild our bodies, and clear out debris. Insufficient sleep has been linked to many health issues, ranging from depression to cardiovascular diseases. It is best to establish a routine and stick to a consistent time every night when possible. Your bedroom should be a comfortable temperature, dark, and try to avoid screen use right before bed, as well as caffeine and alcohol. Sleep improves your mind, mood, heart, and even weight.

XERCISE

We all know that physical activity or exercise can improve your

health and reduce the risk of developing several diseases, but many of us can never find the time to exercise. Try to fit in even 20 minutes to half-hour a day a few times a week. As your endorphins kick in, hopefully, it becomes a pleasurable habit that will have numerous benefits. Make sure to schedule exercise into your calendar or pay and book a class as that way you are less likely to find an excuse to skip it. Getting some exercise out of the way first thing in the morning is a good idea for those that have not embraced the notion yet.

ISTEN

Listening to music or podcasts is a way to take a break from your daily routine, and helps to recharge your batteries. Ideally, combining this with some exercise will reap both physical and mental benefits.

INANCES

Finances as part of selfmaintenance, you ask? Yes. Do not be an ostrich and bury your head in the sand allowing bills to pile up unpaid. Take a few minutes a day, or half an hour a week to keep track of your finances. This includes paying those bills but also keeping track of investments and how they are doing if you have them. Set a goal for savings and try not to pay credit card interest. Financial health is like sleep and often ignored, but paying a little attention can prevent future headaches.

EDITATE

The popularity of meditation is increasing as more people discover its many health benefits of reducing stress, controlling anxiety, promoting self-awareness and possibly improving sleep. Why not take

a few minutes to try some deep breathing, which can be done in small increments throughout the day?

LLOW

Allow yourself some ‘me’ time to relax. Regardless of how you define ‘me’ time, make sure to take time to do it. Many of us constantly put our jobs, families, or even friends, before ourselves. Make sure to do something every once in a while for the simple fact that it is something that you enjoy doing.

MPROVEMENT

Caring for yourself is mostly the basics, but once you fit it into your life, try to elevate it to improve yourself. Following the many steps of self-maintenance hopefully will help improve your energy and take some of that ‘me’ time to read, research, or listen, to improve your knowledge on your favorite topic.

Prioritize yourself

BEFORE SERVING OTHERS, SERVE YOURSELF FIRST

BY DONNA PETERS

IIt cannot be underestimated how important it is to care for yourself as a busy professional. Selfcare improves physical and mental health and helps manage stress and anxiety. Taking the time to serve yourself first helps to lower your risk of illness and increase your energy, which will help in all facets of your life. Let’s face the fact that there are many, many demands on our time and not enough hours in the day. That does not change the fact that finding some spare minutes can reap benefits in the seven pillars of our lives. Whether you consider it spoiling yourself or just a practical thing, don’t underestimate the importance of self-maintenance. ■

Balancing Act

Self-care is crucial for busy professionals, as it enhances both physical and mental well-being, reduces stress and anxiety, and lowers the risk of illness.

ATURE-WALKING

Walking can help reduce inflammation and boost our immune systems. Walking in nature has been shown to ease mental health issues like anxiety, depression, and seasonal affective disorder (SAD). Remember to disconnect from your electronic devices every once in a while just to observe and enjoy.

ALK

All I can say is that I have probably saved thousands in therapist fees over the years by talking out problems with friends or family. Inperson, via phone or Zoom will keep you connected and help your mental health. I also recommend seeking professional help if necessary.

AT RIGHT

Caring for yourself cannot obviously ignore the basics of diet and nutrition. Eating less junk food and processed sugars may not be enjoyable but it is good for you. It’s easier said than done, but the benefits of eating well far outweigh the deprivation you may feel.

OTEBOOK OR JOURNAL

I have a friend who started a gratitude journal and that sounds like a good idea to take a few minutes to remember and appreciate some of the good stuff in a sometimes jaded world. Another friend writes down highlights from her day, which helps her relive the moments and remember them in the future.

RTISTIC SIDE

It is doubtful that any of us are the next Picasso but that should not stop us from painting or sculpting if we enjoy it. Taking photographs has never been more straightforward if you own an iPhone. Carve out some time to play the piano or knit that scarf or hook that project you want to start.

AUGHTY PLEASURES

There is no such thing as a “naughty pleasure.” Massages can improve circulation and remove toxins among other benefits of preventing injuries and easing muscle soreness. The occasional spa service is a good idea, too, as it truly is physical maintenance to help get rid of those overgrown cuticles with a manicure or pedicure, or unwanted skin

cells with a facial. You will feel better and look better.

ONNECT

Connect with your faith. If religion is your thing, take some time and go to church or synagogue. Reciting a prayer can be relaxing or just take a minute to think about your morals and beliefs.

FFORT

Self-caring requires effort and not forgetting the obvious of booking regular medical and dental appointments. It is always better to catch things earlier rather than later and there is truth to that saying that “prevention is the best medicine.” Taking the effort to book appointments, and trying some of the other self-maintenance ideas above hopefully will enrich your life.

Service with a smile

HARGRAY GETS TO THE ROOT OF THE PROBLEM

BY LESLIE T. SNADOWSKY

CASE STUDY

IIf there’s an internet interruption at Winning Orthodontics Smiles, there’s not much to grin about. Phones don’t work, medical records can’t be accessed, and the practice’s three orthodontists can’t take or view X-rays at the Beaufort, Bluffton or Hilton Head locations.

Winning Orthodontic Smiles has been serving the orthodontic needs of patients and their families for more than 30 years, and Dr. Travis Fiegle, the only American Board of Orthodontics (ABO) certified orthodontist that practices and resides in Beaufort County, is part of the team. He said he’s grateful to have a utility provider that could sink its teeth into the problem.

“It was a pretty crippling thing for the practice,” Fiegle said about losing internet connectivity. “But, within 30 minutes, Hargray had a technician out and got us back up and running.”

Tech Upgrade

Jose Vargas, Hargray’s regional manager of sales and retention, emphasizes the importance of rapid and reliable service to support local businesses like Winning Orthodontic Smiles.

Brace Yourself

ON THE CUSP

Fiegle said his approach to patient care is simple – treat every patient as if they were his own family in a fun and friendly environment. He and Dr. Katie Solomon and Dr. Gavin Fox see between 30-80 patients a day who seek the latest technologies to straighten teeth. When adjusting clear aligners and traditional braces, Fiegle said there isn’t time to be held up by a gap in service.

“When Dr. Fiegle experienced the outage at his location, he knew it was impactful not only to one location but to all three” said Jose Vargas, Hargray’s regional manager of sales and retention. “We know that if the business is down, there’s loss of revenue, so we quickly made sure that our support team was alerted and needed to get the business’s technology straightened out as soon as possible.”

Dr. Travis Fiegle is shown with his oldest son, Karson, the day he got his braces.

Vargas

Beaufort office

BRUSHING UP

Hargray uses its most reliable platform available, a five-prong, fiber-optic network, to service Winning Orthodontic Smiles.

“We have different ways to bring fiber to the island, Bluffton and Beaufort,” Vargas said, “so there’s some redundancy in the network. That way, if one fiber-optic route gets cut or damaged, we have alternate pathways to get the service to our footprint.”

“With Hargray we’re able to practice with confidence that our internet is going to function reliably and in a manner that allows us to practice effectively without concern or worry,” Fiegle said. “We just upgraded our speed, and consistently fast speeds allow us to service our patient load promptly and provide them with the best care possible with the latest technology.”

CLOSE BOND

Winning Orthodontic Smiles has been named the “Best Orthodontic Office” six years in a row by the Official Community’s Choice Awards, and Fiegle has been named Best Orthodontist. He recommends talking with utility providers to explain what you need to effectively serve your patients or customers and let them partner with you to help make your business better and more efficient.

“I’ve dealt with other companies previously, and customer service was a little lacking,” he said. “It’s nice to know now, if we have an issue, we’re going to be able to reach out to someone at Hargray, and they’re going to get us help in a timely manner.”

“At Hargray we understand that customer service is a must for our local businesses,” Vargas said. “We really understand that it’s a priority to get our customers up and running as soon as possible.”

“Hargray goes above and beyond to meet our needs, our specific needs as a business,” Fiegle said, “the same way that we meet the specific needs of our patients.” ■

Award-Winning Service Dr. Katie Solomon, Dr. Travis Fiegle with his wife, Liz, and some of the Winning Orthodontic Smiles team are shown after winnning "Best Orthodontist" and "Best Orthodontic Office" awards for the sixth year in a row.

Closing the Gaps Dr. Gavin Fox, Dr. Katie Solomon and Dr. Travis Fiegle make up the team of orthodontists at Winning Orthodontic Smiles, which has locations in Beaufort, Bluffton and Hilton Head Island.

SMALL BUSINESS OWNERS HAVE QUESTIONS. THE BIZ WIZ HAS ANSWERS.

AAs a business owner, you suspect that people assume that making tough choices comes naturally to you. But I know your secret: sometimes you wish you had an advisor, confidant or psychic who could lay out the answers for you. While I don’t have a crystal ball (yet), my years of high-level business experience and professional networking skills can help steer you in the right direction. Do you have a pressing business question or dilemma that you don’t trust Google to answer? The Biz Wiz offers quarterly advice on workplace dramas and traumas. Email your questions to info@localbizsc.com

Dear Biz Wiz:

It’s never fun to receive a bad review, but the one-star review I discovered on my business’s Yelp page a few weeks ago is particularly disturbing. The review called out one of my long-time employees, “Max,” by name, saying that not only did he mess up a customer’s order, but when they called him on it, he told the customer to go … hug a cactus. But the thing is, I’ve never had an issue with Max before, not in the six-plus years I’ve worked with him. But knowing that he’s having some difficulties in his personal life right now, should I assume that the customer is telling the truth? Or do I give my coworker – and friend – the benefit of the doubt?

As is often the case with most posts on social media, public perception ends up trumping the truth. Whether or not Max actually lost it on a customer doesn’t matter now since the damage has already been done. What does matter is how you address the accusation online.

Regardless of the facts, you need to respond to the customer’s review with a sincere apology and a promise that action is being taken to address the situation. You might go so far as to offer them a full refund or leave your personal email address if they wish to discuss the situation in more detail. For more advice on responding to negative reviews, see page X. This will assure the customer that their complaint has been heard and validated and also will give you the opportunity to reposition your business as one that cares about its customers’ satisfaction.

As for Max, you should check in: how is he really? It sounds like you two have a close working relationship, so my advice would be to approach him privately but directly. Are the personal difficulties he’s battling interfering with his work, and, if so, can you accommodate more flexible hours for him or subsidize counseling? Or, if the customer’s word holds true, is it worth keeping him on the team right now, knowing that he might snap? There’s no easy answer, but the sign of a good leader is being able to make tough choices that will ultimately benefit your business.

Best of luck, The Biz Wiz

Dear Biz Wiz:

I know that this is a last-minute submission, but I’m hoping you can write me an answer in the next issue of LOCAL Biz. I really need your help. Last week one of my star employees came to me asking for a raise. They’ve met and exceeded all of my expectations over the last year, and my first inclination would be to say a resounding “YES!” However, our budget is especially tight right now, and I don’t think I can give this employee the amount they’re asking for – no matter how much they deserve it. And worse, they’ve indicated that they may start exploring other job opportunities if they don’t receive a raise. What should I do?

I hate to say it, but you have two options, and both will require you to sacrifice something: either you lose money, or you lose a great employee. This is one of those situations where you simply can’t have it both ways. My advice would be to conduct a cost-benefit analysis to determine which is worth more. If you choose to give your employee a raise, is there a way you can recoup that money, even if it requires working some overtime on your part? Or would the cost be detrimental to your business? And if you can’t afford to give them a raise, how much would your business suffer without their time, talent and expertise? Quantifying (and visualizing) the cost of each option may help you make a more informed decision, though I can’t promise it will be an easy one. And if your employee does apply for other jobs, don’t stand in their way. It’s well within their right to find employment that meets their current financial needs, even if they’ll be missed.

All the best, The Biz Wiz

Dear Biz Wiz:

I’m an executive assistant, and working with my most recent client, “Cheryl,” has been both a blessing and a curse. On the one hand, Cheryl has become my biggest client yet and has sent me several referrals over the three weeks I’ve been working for her. But on the other hand, Cheryl seems to have mistaken herself for not just being my biggest client, but my only client. I get emails and texts from her at all hours, assignments that are not typically within my range of services and near-constant requests for updates – even on projects I’ve only just started. But because of her and her referrals, I’ve been able to add another person to my team and start growing my business, so I don’t want to risk losing her as a client. Is there a way I can politely remind Cheryl that I have other responsibilities, or should I keep doing what she asks, whenever she asks it?

I’m with you: it sounds like Cheryl is definitely a PITA client. But as you clearly know, some PITA clients are worth indulging for the business they bring. For all of her antics and asks, it sounds like Cheryl has made a significant – and positive – difference to your business, so I wouldn’t cut her loose just yet. Instead, I’d try to clarify your expectations of each other now (before things get worse).

Almost everyone in the client services industry has weathered high-maintenance clients before, and most of those situations could have been avoided or resolved by getting everything in writing. The next time Cheryl comes to you with a project, draft a clear, specific timeline that you can refer her to – assuming you’re willing to take the project at all. If not, you’re well within your rights to explain to her that you typically don’t do that kind of work (bonus points for “See our signed services agreement”), or that you would be willing to take on the additional project for an added fee. Know your worth, and don’t be shy about making it known to other people as well.

You’ve got this, The

Biz Wiz

in SERVICE

Excellence in SERVICE Excellence

LEARN FROM NINE LOCAL BUSINESSES WHO PUT CUSTOMERS FIRST

BY BAILEY GILLIAM

YCustomer service is the support you offer your customers from the moment they first contact your business to the months, years and even lifetimes afterward. Recent innovations have focused on automating customer service systems, but the human element in customer service is what makes excellent customer service – and that quality is indispensable.

When 86 percent of customers quit doing business with a company due to a bad experience, businesses must approach every support interaction as an opportunity to acquire or retain customers. And the only difference between a bad experience and a good experience is customer service. Even in the stickiest of situations, excellent customer service can save clients. Understanding that customer service is the cornerstone of your customer experience helps you leverage it as an opportunity to delight customers and engage them in new, exciting ways.

Excellence in customer service is achieved through personalization, competence, convenience and

proactiveness. Personalized interactions significantly improve customer service and let customers know your company cares about them and their problems. To be competent, a customer support professional must have a strong knowledge of the company and its products and the power to fix customers’ problems. Convenience means offering support through communications channels your customers prefer and making it easy for customers to figure out how to contact you. And lastly, customers want companies to reach out to them proactively. Tell your customers directly of any issues that arise, and have a plan.

Building your customer service strategy around these four main principles will create a positive, hassle-free customer experience for everyone who deals with your company.

Meet and learn from the nine businesses who excel in exceptional customer service: Family Focus Financial Group, Nite Lites, Equity Payments, AlphaGraphics, Budget Blinds, Hilton Head Internists, Meals on Wheels and Low Country Shelving and Glass.

“Earn your success based on service to others, not at the expense of others.”

— H. JACKSON BROWN JR., WRITER

Family first

MOTHER-SON DUO EXCELS IN FINANCIAL CUSTOMER SERVICE

KATHY NOLAN AND SEAN NOLAN

Founding members and wealth management advisors

Family Focus Financial Group

MEET SEAN AND KATHY

Click: fffgonline.com

Call: 843-427-3300

Connect: info@fffgonline.com, @FamilyFocusFG, #FamilyFocusFinancialGroup, #FFFGLLC Come in: 7 Carroll Court, Bluffton

Sean, how would you define exceptional customer service? To us, customer service is defined as ensuring that everyone who comes to see us is treated with the respect and given the proper attention and care they deserve. We strive to help them find the answers they sought when they visited our firm.

Kathy, why is excellent customer service so important? Providing exceptional customer service is of utmost importance when your business revolves around assisting people. Regardless of whether you can fulfill their needs or not, treating them with respect is essential, as there are individuals who rely on us and entrust us with their most personal matters in life. That's why it is crucial to maintain exceptional customer service and handle these matters with utmost care and sensitivity.

What sets your financial group apart from others? We pride ourselves on being a family owned business that strongly focuses on family values. The principles and ethics that define us have been handed down through generations, guaranteeing their presence in everything we do.

WHAT THREE THINGS DOES YOUR COMPANY DO TO PROVIDE EXCEPTIONAL CUSTOMER SERVICE?

1We are always learning and expanding our knowledge. This way, we can stay ahead of the changing times, ensuring our clients are in the best position to succeed.

2We take the time to truly get to know our clients and their families so they know they can trust us for generations to come.

3We have tremendous pride in always doing what is in our clients’ best interests and ensuring we do the right thing.

See the light

Robbie, how would you define exceptional customer service? Doing whatever it takes to satisfy our clients completely. Every client has a different need, and it’s our job to find out what those needs are and to deliver. Our mission is to provide exceptional service, surpassing expectations and ensuring that every client’s needs are met with precision and care. At NiteLites Outdoor Lighting customer service is our number one core value we take very seriously. It starts with our people. From the interview process, employee training and development to employee appreciation, we understand the importance of employee retention and culture and how this is the ultimate driver in creating exceptional customer service.

Why is excellent customer service so important? Excellent customer service drives everything in your business: employee retention, growth and profitability. In today’s competitive landscape exceptional customer service stands as the very foundation of the survival and success of your business. NiteLites has been in business for 30-plus years, and our goal is to continue to grow one client at a time, provide excellent customer service and be there for our clients when they need us.

WHAT IS ONE THING YOUR COMPANY DOES TO PROVIDE EXCEPTIONAL CUSTOMER SERVICE?

1We offer a complimentary on-site lighting consultation to walk the property with our clients, ask important questions, carefully assess our clients' needs and provide expert recommendations for their lighting system tailored to our clients' preferences. After the lighting consultation, we put together a professionally designed lighting system for our clients to review and make adjustments where needed. This plan includes a legend showing the different types of lighting fixtures we use, LED wattage per fixture, timer control options, transformer options, conduit sleeve plan, copper wire needed for the project and labor cost to install the lighting system. Whether working with our clients directly, landscape architects or builders, we will put everything together and help coordinate the entire process for a successful end result.

Sweat equity

MERCHANT SOLUTIONS BUILT WITH CUSTOMER SERVICE IN MIND

Tami, how would you define exceptional customer service? Exceptional customer service provides outstanding availability and timely resolutions to problems, no matter how big or small. In a nutshell, Equity Payment organically exemplifies the true definition of what exceptional customer service means through our Merchant Warriors and business partners. They are problem-solvers, no matter how long the solving takes.

Why is excellent customer service so important? Exceptional customer service builds trust, which is most significant. It also contributes to longstanding partnerships, referrals and, ultimately, a respected reputation. We want our merchants to hang up the phone and feel assured or say, “Wow, that was easy. Equity Payment understands me and my business.”

What sets your business apart from others? We are willing to take a sixhour drive on a very stormy Friday night to deliver a terminal to a merchant so they can maintain their processing. Every one of our Merchant Warriors has over 10 years of experience with Equity Payment. This is well above the industry average of 2.1 years. With that, many of our merchants have remained long-time clients because they trust Equity Payment with the money they make. Our mission is to be fair and equitable.

WHAT THREE THINGS DOES YOUR COMPANY DO TO PROVIDE EXCEPTIONAL CUSTOMER SERVICE?

1We answer the phone — not a service or call center, but one of our Equity Payment Merchant Warriors. This includes after-hours support, weekends and, most definitely, holidays. We believe that if your business is open, we should be available.

2Equity Payment Merchant Warriors provide consistent and transparent concierge-level service, including quick response to customer service issues. Our ever-growing knowledge of changing payment processing technology has been key to caring for our merchants and their businesses. We also have longstanding relationships with community banks and other financial institutions, heightening our ability to be consultative for our merchants.

3Equity Payment has worked alongside our merchants in their places of business to understand exactly the processing issues they face.

TAMARA BREAM

President, COO of Equity Payment, Inc.

Marketing duo

Rita, how would you define exceptional customer service? Exceptional customer service is going above and beyond to meet the needs of our customers. It's about providing a personalized and memorable experience that leaves them feeling valued and appreciated.

Barry, why is excellent customer service so important? Exceptional customer service helps do a few things. Firstly, it retains customers. When our customers have a positive experience with us, they're more likely to do business with us again in the future. In fact, research shows that it's five times more expensive to acquire a new customer than it is to retain an existing one. Secondly, it increases profits. Happy customers are likelier to buy additional products and services and spend more money with us. They're also more likely to recommend our products and services to other business owners. Thirdly, it helps build a strong brand reputation. Word-of-mouth is a powerful marketing tool. When customers have a positive experience with AlphaGraphics, they're more likely to sing our praises to others. This can attract new customers and build a strong brand reputation. Lastly, it creates a competitive advantage. In today's crowded marketplace, exceptional customer service can give us a competitive edge. When we go above and beyond to meet the needs of our customers, we are more likely to win their loyalty.

WHAT 3 THINGS DOES YOUR COMPANY DO TO PROVIDE EXCEPTIONAL CUSTOMER SERVICE?

1Responsiveness: Our customers can get one-onone attention quickly and easily.

2Solution-oriented: We take a consultative approach to finding a solution that meets our customers' specific needs.

3Personalization: We tailor our interactions to the individual customer and work to understand their situation and see things from their perspective.

BARRY & RITA WILSON Owners of AlphaGraphics Beaufort - Bluffton - HHI

See the difference

Bob, how would you define exceptional customer service? Honestly, it's whatever the customer thinks it is. I think one of the most important things in meeting each customer’s service expectations is listening to them. Unfortunately, many people don’t listen to what people are saying; they are only listening to respond. Every customer has different needs.

Why is excellent customer service so important? Exceptional customer service is important because without it, you won't have any customers.

What sets your company apart from others? For almost 18 years, we have made an investment in building a family-run business that provides our people with a great place to work. We take pride in having longstanding employees whom we have given opportunities to grow in the company. Some have been with us from the beginning.

DOES

1We hire and continually train good people who want an opportunity and not just a job.

2We always ensure we are available to help customers; our showroom is fully staffed with great people, and our consultants take pride in helping customers make the right choices based on their needs.

3We listen to understand the customer’s needs and expectations.

Dale, how would you define exceptional customer service? When the client knows and understands how much I care about their case.

Why is excellent customer service so important? It is the very core of professionalism.

What sets your company apart from other concierge internal medicine services?

I am very selective in the cases I take on, which enables me to spend more time with each individual client.

WHAT THREE THINGS DOES YOUR COMPANY DO TO PROVIDE EXCEPTIONAL CUSTOMER SERVICE?

1Listen critically to the client’s concerns and needs.

2Communicate fully to ensure clients understand their case.

3Act promptly and professionally in the best interest of the client.

Doctor’s orders

EXCELLENT CUSTOMER SERVICE IS THE BEST MEDICINE

Click: modernmedicineoldfashionedcare.com

Call: 843-681-2222

Connect: jamesfgigante@me.com

Come in: 35 Bill Fries Drive, Building H, 2nd Floor, Hilton Head

Dr. Gigante, how would you define exceptional customer service? I once heard someone say, "You can't fake sincerity," and we sincerely care about our patients. When patients leave our office, I want them to have had the best experience possible.

Brenda, why is excellent customer service so important? It is the right thing to do.

Yvette, what sets your company apart from other concierge internal medicine services? We have clearly defined the importance of picking up our phones when they ring. What began as a contest to see who could get to the phone first has become a staple of who we are as a business. Getting a human on the phone when you call is a standout in a world dominated by phone trees.

WHAT THINGS DOES YOUR COMPANY DO TO PROVIDE EXCEPTIONAL CUSTOMER SERVICE?

Customer service is not something we see as a list of things; we see it as an attitude, a general bearing that we hope permeates our office culture. Brenda and Yvette are the faces of our business and our office family. Brenda's lively personality and can-do approach to everything are the first encounters patients have when they arrive at the office. Yvette's versatility and straightforward personality are a benefit to patients. Furthermore, she keeps Dr. Gigante in line!

MEET JAMES, BRENDA, YVETTE (& PENNY)

BRENDA EHRLICH, DR. JAMES GIGANTE, YVETTE LAUREANO & PENNY

Hilton Head Internists

Behind the wheel of hope

WHEN CUSTOMER SERVICE SAVES LIVES

Click: mowblufftonhiltonhead.org

Call: 843-802-0919

Connect: execdirector@mowblufftonhiltonhead.org, #MOWBlufftonHiltonHead, #MOWBLFHH Come in: 75 Capital Drive, Suite B, Hilton Head

Lili, how would you define exceptional customer service? Immediate and reliable listening, action and results.

Why is excellent customer service so important? For our clients, it is important because it is a lifeline to fight hunger and social isolation. For our clients’ loved ones it's reassurance that their senior family members are receiving a regular, nutritious meal and a wellness check. For our donors it's knowing that their support has a major impact on the nutritional health and medical care of our most vulnerable population.

What sets your business apart from others? Meals on Wheels' mission is to fight hunger and social isolation in our senior, elderly, handicapped and homebound neighbors. We provide a program that is consistent and regularly provides contact with the outside world. Social isolation and loneliness are a growing public health concern with negative consequences. We advocate, develop programs and provide outreach to our clients with a wide variety of regular companionship opportunities to help promote social connection, such as telephone reassurance, friendly visits and pet programs.

WHAT THREE THINGS DOES YOUR COMPANY DO TO PROVIDE EXCEPTIONAL CUSTOMER SERVICE?

1We work with our clients and their families to ensure our clients get a medically tailored meal they will eat, are in a safe environment, and that they have the family and friends support needed to be independent as long as possible.

2We act as their support if they are socially isolated, Monday through Friday, with a knock on the door and follow-up when needed with their emergency contacts.

3We also started a program to provide the support our clients need to keep their furry friends in their lives through a pet program.

LILI COLEMAN & JOE SCALZO

Executive Director and Chairman of the Board of Directors of Meals on Wheels Bluffton-Hilton Head

A cut above

FAMILY BUSINESS TREATS CUSTOMERS LIKE FAMILY

Jane, how would you define exceptional customer service? We have a desire to be the best. This starts from the top, leading by example, and our team follows suit. Our leadership team is highly involved in each and every project, ensuring no detail is missed and that we meet and exceed all customer expectations.

Robert, why is excellent customer service so important? Our customers have many options when it comes to glass and shelving installations. Many people can offer similar products, but our unparalleled customer service sets us apart. As we approach our 32nd year in business, we are exceedingly proud of the reputation we have built and the relationships we have fostered. We are honored to work for the Lowcountry’s best contractors and remodelers and are grateful for the many homeowners who have become repeat customers over the years.

Mike, what sets your company apart from others? We have a team of 26 that fully realizes our vision of providing the best customer service in the Lowcountry. We emphasize building camaraderie and unity amongst our group and instill our values in every team member, ensuring that customers receive the very best from each of us.

To us exceptional customer service is based on these three principles:

1We make ourselves readily available to our customers; we always answer the phone, a rarity today.

2We provide prompt response time from measure, to quote, to install; we respect the importance of meeting deadlines.

3Lastly, we always follow through with scheduled commitments; every customer and job is important to us.

WHAT 3 THINGS DOES YOUR COMPANY DO TO PROVIDE EXCEPTIONAL CUSTOMER SERVICE?

MIKE, JANE AND ROBERT RIVERS

President, Vice President & Operations Manager of Low Country Shelving & Glass

TThis edition is teeming with a wealth of counsel and innovative concepts designed to elevate your approach to customer service. While you might already be engaged in certain practices — ones you've either embraced in the past or aspire to adopt — juggling these amid your busy schedule can make the pursuit of exceptional service appear formidable.

Nonetheless, the challenge of delivering excellence pales in comparison to the uphill battle of mitigating the impact of unfavorable reviews or stemming the tide of an unhappy customer's story cascading through a network of 10 friends, each retelling their less-than-satisfactory experience.

Continue reading to uncover insights into mastering the art of apologizing for missteps, along with a concise compilation of five effective actions you can integrate to enhance your service quality. And as you navigate through these pages, be sure not to overlook the revelations that Mama Odie has foreseen for this upcoming quarter.

In the realm of customer service, the pursuit of greatness is not just a noble endeavor; it's a strategic advantage that can set you apart in a crowded marketplace. ■

Don’t make the term “customer service” an oxymoron

No soup for you You likely recall the iconic "Soup Nazi" episode from Seinfeld. Character George Costanza was infamously denied soup with the resounding proclamation, "No soup for you." It's a prime example of how fiction can often outshine reality, given that in the show the soup kitchen's demand was so high that people queued for blocks just to partake. However, if this were real life, George's disappointment would have likely made its way onto social media, potentially leading to the demise of the soup kitchen. The divergent impact of fictional portrayals and real-world scenarios serves as a fascinating reminder of how perceptions can shape outcomes.

Source: TBS, Seinfeld “No Soup for You” episode

ADVICE, TIPS AND HOW-TOS

From sanitized carts to unattended isles

THE ROLLERCOASTER OF CUSTOMER SERVICE IN THE AGE OF COVID

BY WILL DOBETTER

SSince they say necessity is the mother of all invention, we will say COVID was the father of improving customer service, but only briefly. During COVID companies changed how they served customers, for the better in many ways. However, with social distancing and sanitization in the rearview mirror, many businesses have reverted to preCOVID service strategies. At the same time, customers have discovered the convenience of online shopping and frequenting businesses that serve them well.

TRUE STORY

During COVID a staff member at a big hardware store in Bluffton was out front and offered me a shopping cart. Before giving me the cart, he wiped the handle, asked if I was looking for something in particular and then pointed me to the right aisle. This experience pleasantly surprised me, and I wondered, “How long will this last?” Well, it lasted a few weeks, after which the helpful guy wasn’t out front, the dirty carts were back in their place, and I had to walk through aisles before finding a helpful person.

A few weeks ago, I bought a washer and dryer from Billy Wood Appliance, a local appliance store. I emailed what I was looking for, and they responded with a few options. I chose one, they took my payment over the phone, then two weeks later they delivered and installed the washer and dryer.

Your customers expect more and know you can do it, but you stopped. It’s time to return to truly caring about customers, not because of mandated guidelines or fear, but because it is good for business.

FIVE THINGS WE WISH BUSINESSES WOULD KEEP DOING

1. Cleanliness: Clean the front door, front counter and declutter.

2. Social media messages: Communicate your hours, share new products, and thank your staff and customers.

3. Curbside and take out: Allow people to shop online or by phone and pick up or deliver their orders when ready.

4. Technology: Make it easy to check out with tap-to-pay and payment options like Apple Pay.

5. Kindness: Welcome people with a sincere hello, offer help, and say thank you. Those five things sound very basic, but it is amazing how few businesses practice all five consistently. Businesses that do get more business; just ask the friendly people at Billy Wood Appliance. ■

Neat & tidy Clean up your customer service strategies. Take a cue from Billy Wood Appliance, a company that makes buying and getting help easy. Be ready to serve online, in-person or by email.

© BILLY WOOD APPLIANCE

HOW TO

Mistakes happen

A PROFESSIONAL’S GUIDE TO RECOVERING GRACEFULLY

BY HANNAH CLARK

That tightening in your chest? Yeah, we know that feeling. You’re probably having that reaction as you read this because, like the rest of us, you’ve made a mistake (or two) at work before.

Maybe you forgot to attach a document to an email. Oops! Or maybe your snafu was a little bigger than that: a costly mistake that cost your business, money or credibility. Maybe you made a mistake that made you look like a complete idiot, like doublebooking a meeting that had you debating whether changing your name and moving back to Ohio would really be so bad.

Hindsight is 20/20, but when you’re in one of these situations, it can be hard to breathe, let alone think clearly. But before you throw in the towel and decide all is lost, return to this article. Here’s a step-by-step guide to owning up to your mistakes professionally and solidify your reputation as a quick-thinking problem-solver.

Allow yourself to feel bad (but not for too long)

Mistakes happen to the best of us, so don’t beat yourself up. They are called mistakes for a reason. Allow yourself to feel bad, embarrassed or stressed for 10-15 seconds, then focus on solutions instead. What’s done is done, so how you resolve the situation is all that matters now.

Confront your worst-case scenario, then address realistic outcomes

In life – and in business – there are consequences for our mistakes. But sometimes we exaggerate the magnitude of those consequences. Does making an obvious typo in a company-wide email look clumsy? Sure. Will anyone come at your job because of it? Probably not. Make peace with your personal worst-case scenario, then look at the situation objectively: if you were receiving that email, would your first instinct be to contact your boss or clients about the typo, or simply notice it and then move on with your day? Imagining the situation from a third-person perspective can help you put things into perspective and develop an appropriate action plan.

Beware of the di erence between reasons and excuses

Everyone has reasons for why they make mistakes. Maybe something was miscommunicated to them, or they had a technical issue with a project. Maybe they were trying to multitask and a detail got lost in the fray. It’s OK to present your reasons for the mistake in your apology, but don’t let them become excuses. Reasons are logical explanations for why something happened, but excuses are meant to justify a fault. If your boss or client asks why you missed yesterday’s meeting, saying, “My last appointment ran overtime” is more effective than saying, “I was too busy to be there.”

Be sincere

This should go without saying, but when you apologize, sound like you mean it. While there’s no need to verbally flog yourself or send your boss handwritten letters (though that would certainly be memorable), when you do apologize, do so with conviction. Clearly addressing the situation and your role in it shows much more professionalism than trying to deflect blame.

Make a prevention plan

The only thing that can make a mistake worse is for it to become a habit. No one will remember (or probably care) if you mispronounce your client’s name once, but doing it multiple times? Now, that’s a problem. Retrace your steps to the origin of your mistake, then put the necessary systems or personal checkpoints in place to ensure it doesn’t happen again. The best way to earn back trust and credibility is through concrete actions, not words, so if you say you won’t let it happen again, make sure you can make good on that promise.

A mistake – even a big one – does not have to derail your career. Moving past a mistake with grace and integrity says much more about your character than never making a mistake. So if that one missed deadline is still keeping you up at night, own it and then let it go. It won’t define your career, but learning how to recover from mistakes can. ■

Q4 BusinessScope

WHETHER YOU'RE LOOKING FOR WORK, A RAISE OR A PROMOTION, LOOK TO THE STARS TO FIND OUT WHERE YOUR PROFESSIONAL LIFE IS HEADED.

Aries Sorry reindeer, rams are leading the charge this quarter. Goal-oriented Aries are ready to dig in their heels (er, hooves) and drive home year-end goals. You’ve got the grit and determination to reach your goals on your own, but you won’t get there nearly as quickly without a strong team behind you. Surround yourself with people who can pull their own weight, and you’ll be toasting to another exceptional sales season in no time.

Taurus Wired or tired, Taurus? This quarter you may feel a bit of both. Two of your sign’s innate traits may be causing you some internal conflict. As a comfort-loving Taurean, the urge to be home for the holidays has never been stronger, but your stubborn side is urging you to power past your longing for your down duvet and Christmas-scented candles and get. back. to. WORK! But you can have your cake and eat it too (we’re speaking your language now, aren’t we?). Focus on balance and better time management, and you won’t have to choose between going big and going home for the holidays.

Gemini Go easy on the hard cider at the office Friendsgiving party, Gem. Your wires may be crossed this quarter, making it hard to get your message across – a particular challenge for communicative Geminis. And as a sign that favors double entendres and sarcastic humor, your sly wit is in danger of being taken the wrong way. Say what you mean and mean what you say; otherwise, you run the risk of seeming like “that guy” at a corporate event. You’re normally a natural at joining the conversation, but for the next few weeks, take a beat before you speak your mind to decide how your next thought might come across.

Cancer Are you seeing more red than green this season, Cancer? If you find yourself pinching pennies this quarter (Get it? Pinching, because you’re a crab? Never mind.), don’t panic. The stars say a payday is coming your way, but not because of a cosmic intervention. Your security-seeking sign has both the means and motivation to generate a larger profit and earn a much-deserved holiday bonus. A word of advice? You may find that you earn more by doing less when you put your time into the things that actually give you a return on your investment.

Leo You should only have to “power through” Thanksgiving dinner with the in-laws, Leo, not your whole life. If you find yourself living for the weekend this quarter, cycling through a seemingly endless series of tasks, meetings and family commitments with less than Leo-standard enthusiasm, it may be time to sit down for a little self-reflection. So, if you’ve been feeling restless, ask yourself: What do you want the next year to look like? And if the answer is anything other than the status quo, you’ll know it’s time to shake things up.

Virgo Virgos are in high demand this quarter, receiving attention that your humble, pragmatic sign doesn’t actively seek but could certainly get used to. We don’t need to tell you that Q4 is the busiest time of year (we know you blocked off your December events calendar six months ago) There’s nothing wrong with enjoying your well-deserved place in the limelight, after all. So while it may be out of your comfort zone, go ahead: close your laptop at 6 on Friday night. Show yourself – and others – a new side to your sign that you don’t normally see.

Libra Libras are known for going allout in everything they do, especially during the holidays. That one office holiday party that had a live jazz band? The perfectly staged gift baskets left on everyone’s desks last year? Libra. The adorable trim-fold family Christmas card you received yesterday? Yep, that has Libra written all over it. That’s why you probably feel the pressure to go bigger, brighter and bolder than ever to end the year on a high note, but remember to pace yourself. You don’t want to find yourself coasting on fumes when you should be revving things up in January.

Scorpio We know Scorpios prefer to live in the moment, but have you given any thought to your goals for 2024? If not, you should. We know it’s hard to think ahead, especially during the Q4 rush, but the stars are boosting your manifestation mojo this quarter. What you set your sights on now will likely come to fruition in the new year, so be intentional about where your thoughts travel. If you envision launching a new product or passive income stream, you’ll make it happen. But if you ruminate too much on pitfalls and potential roadblocks, you’ll only drag yourself down with your thoughts.

Sagittarius It’s time to open those spreadsheets. We know your free-spirited sign would rather be doing just about anything else right now (watching a comfort movie, doing another necessary decor run to HomeGoods…sigh), but it’s better to get those tedious tasks done now than be at your desk on Thanksgiving when everyone else is downstairs watching a football game. With your motivation at an annual low, being productive requires more discipline than usual. But there’s nothing wrong with treating yourself to a $5 peppermint mocha if it helps you get the job done.

Capricorn Ultra-analytical Capricorns are great at skimming through the facts, but this quarter the stars are urging you to read between the lines. You’re often more inclined to trust your logical side, but this quarter, lean into your intuition. Everything might look well and good on paper, but is your gut telling you that you’re getting the shorter end of the deal? And it might seem like a kindness when a coworker offers to cover for you, but do they have an angle? There’s no need to be distrustful of every kindness and compliment you get, but be careful. You don’t want to look back and think, “I knew something was off.”

Aquarius Don’t linger by the buffet table, Aquarius (even if those cranberry brie bites are delicious). Two’s the magic number for you this quarter, so it’s time to work the room. Who do you know – or used to know – that could make a valuable addition to your team? Pick up the phone, mix ‘n mingle, and send out those LinkedIn requests: whatever you have to do to build a dream team that can help you take your latest business venture to the next level.

Pisces You get what you give, and we highly recommend giving whatever you can right now, whether it be extra effort, extra patience or a little extra kindness to someone in need. The stars are bringing the “golden rule” into full focus for you right now, so for better or worse, be prepared to reap what you sow over the next few weeks. Feel like crunching numbers to give your employees a better bonus? The benefits will rebound tenfold in 2024. But if you cut corners or take the low road right now, your actions will catch up with you in the new year too.

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Service with a smile

LEARN SERVICE FROM THE SERVICE PROS

BY IWANA BEVVIE

TThere are plenty of great restaurants in the Lowcountry, and many have stellar service. That may be why it is called the food service or hospitality industry. Regardless of your industry, take a tip from some of these service pros.

FIRST IMPRESSIONS MATTER

Nunzio Restaurant + Bar impresses you from the moment you enter the parking lot. The large, neatly maintained building is well-lit and landscaped. The front door is clean, and the hostess immediately welcomes you to its slice of Italy. That attention to detail is carried throughout the restaurant and menu.

Takeaway: “What does the exterior have to do with a good menu or service?” you may ask. Simple. If a restaurant can’t keep a parking lot or façade clean, can they keep a kitchen clean? People notice minor things and make quick judgments, even subliminally, so set the right tone from the minute they see your business. Dining pro tip: Watch for their special events, including wine pairings and tastings with an Italian flair. The chef prepares a lovely menu, and the sommelier presents perfect pairings.

AMBIANCE MATTERS

Bowdie’s Chophouse is a new kid on the block but not new to food service and fine dining. The seating allows for groups — intimate fine dining or casual high-tops. The music has just the right playlist at just the right volume. Servers seem to appear at the right time and never interrupt a conversation. For lack of a better word, this place has a great ‘vibe.’

Takeaway: How do your customers feel in your establishment, and does the vibe match your brand? Even an accounting firm or legal office can have a vibe to put customers at ease, from comfortable seating, a clean waiting area, good music and current issues of LOCAL Life and LOCAL Biz on the coffee tables (shameless plug). Dining pro tip: Make a reservation, as this place gets busy and really looks after its local clientele. The bartenders are very knowledgeable and talented, so ask for their recommendations. If you are too shy to ask, we recommend the French 75. Portions are generous, so pace yourself.

PEOPLE MATTER

For SERG Restaurant Group people come first, and it shows in its service. Employees receive more than a paycheck. They get health benefits, training, competitive pay, dining discounts and even tuition reimbursement. That explains why you may know your servers from 10 years ago, as the staff is very loyal. Happy staff translates to happy customers, or in the case of SERG, happy guests. Customers are referred to as guests and treated as such, from the greeting at the door, to the introductions at the table and the check presentation.

Takeaway: Treat your employees well, and they will serve your clients, customers and guests well.

Dining pro tip: Visit Wise Guys, and the lovely Sandy will greet you. Try a seat at the bar where Tony or Colin will enthusiastically describe the wines and menu. If in doubt, the Steak Carpaccio is outstanding.

©NUNZIO RESTAURANT + BAR

©BOWDIE’S CHOPHOUSE

Fun stuff

YOU'VE WORKED HARD. NOW LAUGH A LITTLE.

SERVICE WITH A SMILE

We hope you have a nice day!

BY JOE KERR

MENSA MONDAYS

Start your week off right by correctly answering a fun and challenging question on LOCAL Biz’s Facebook or LinkedIn pages (LocalBizSC). Questions are similar to those on the Mensa Admission Test, so be sure to have a pen and paper handy. You will definitely need to write down your thoughts to figure out the correct answer.

"Our customer support staff WORKS remotely, but I want you here to provide the human touch."

ENJOY THE RIDE

RESOURCE DIRECTORY

LOCAL

Biz

B2B Marketplace

Welcome to the LOCAL Biz B2B Marketplace. This section was created to help local businesses do business with each other. We are appreciative and proud of every LOCAL Biz advertiser — they are leaders in their industries, and they chose LOCAL Biz as an investment in their growth.These companies and professionals have a lot to offer, and we hope you will consider them when making your purchase decisions.

Akins Law Firm dakins@akins.law

AlphaGraphics alphagraphics.com

Budget Blinds of Hilton Head budgetblinds.com/hiltonheadisland

Custom Audio Video custom-audio-video.com

The David Dale Team at EXP Realty DavidDale.com

Don Ryan Center for Innovation donryancenter.com

Equity Payment equitypayment.com

Family Focus Financial Group fffgonline.com

H&R Block hrblock.com

Harbour Health Insurance Solutions hhisolutions.com

Hargray hargray.com

Hilton Head Internists modernmedicineoldfashionedcare.com

Just Cushions justcushionshhi.com

Kinghorn Insurance kinghornagency.com

KML Computer Services kmlcs.com

Low Country Shelving & Glass lowcountryshelvingandglass.com

Meals on Wheels Bluffton-Hilton Head mowblufftonhiltonhead.org

NiteLites nitelites.com

Rotary Club of Hilton Head Island hiltonheadrotary.org

Savannah/Hilton Head International Airport savannahairport.com

SCORE SC Lowcountry sclowcountry.score.org

Smart Marketing Communications smartmarketingcommunications.com

Sprout Momma sproutmomma.com

Volunteers in Medicine vimclinic.org

Property Owner Lists

Your direct mail will reach the right audience with the most accurate and targeted specialty mailing lists and targeting strategy.

bruce@propertyownerlists.com

843-301-3788

propertyownerlists.com

Expand your business

Does your payment system offer contactless transactions, POS, a broad range of payment options, e-commerce and mobile transactions, all with personal service? Equity Payments does.

support@equitypayment.com

843-628-0505

MakeMoney@EquityPayment.com

400 Main Street

Turnkey executive office suites from $450/ month. Many include wifi, utilities, cleaning. Parking and close to Main Street Village.

400 Main Street, Hilton Head 843-681-6800

HiltonHeadLongTermRentals.com

LocalBiz Magazine

Reach 15,000 Lowcountry business decisionmakers by advertising in this magazine. All packages include digital and social media as well as complimentary ad design.

Info@WeAreLocalBizSC.com

843 -802-2258

Localbizsc.com

Custom Audio Video

From the boardroom to the ballroom, our outstanding products and services provide solid options for any audio, video or integration of your business needs.

48 Pennington Drive, Suite B, Bluffton

843-815-5130

Custom-Audio-Video.com

Creativity. Insight. Talent. Passion. And a staff that, every day, provides the smart thinking — and solid results — that help you rise above your competition. See why our professionals are different. Then see the difference that our experienced smart thinking – and SmartMarketing — can make for you.

smart@smartmarketingcommuniations.com

888-587-4593

smartmarketingcommunications.com

Maslow’s hierarchy of needs

HOW TO APPLY IT TO CUSTOMER SERVICE

TThe theory of Maslow's hierarchy states that five categories of human needs dictate an individual's behavior. Those needs fall into physiological, safety, love and belonging, esteem and self-actualization. Since customers are humans, that concept applies.

The hierarchy of customer needs

Help customers win

• Introduce innovations

• Align with customers’ speed to market

• Effectively engage and collaborate

Provide great service

• Be responsive and attentive

• Be easy to work with

• Resolve problems quickly

Supply the expected

• Reliable delivery

• Good product quality

• Competitive price

The foundation

• Trust and integrity

“Your most unhappy customers are your greatest source of learning.”

— BILL GATES