LocalBiz Magazine Q3 2022 by LocalLife

LISTEN UP

P. 46

Your brand has a voice. Can you hear it?

SHOW & TELL

P. 50

How to use body language to better your sales pitch

H I LTO N H E A D  B LU FF TO N  B E AU FO RT

EXPERT ADVICE

P. 78

Common communication mistakes in the workplace

COMMUNICATION

TALK CENTS

EFFECTIVE COMMUNICATION IMPACTS MORE THAN JUST YOUR BOTTOM LINE

Q3  2022

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MAKERS

THE TEAM EDITORIAL & DESIGN 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 Rebecca Kerns  rebecca.kerns@wearelocallife.com

ADMINISTRATION & MANAGEMENT Finance Leah Ortega

“Great communication begins with connection.” — OPRAH WINFREY

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EDITOR'S NOTE

Don’t miss the memo HEALTHY WORKPLACE COMMUNICATION BUILDS STRONG TEAMS AND GETS EVEN STRONGER RESULTS. Communication is important for any business or workplace, but it's something offices don't always get right. Good communication with employees and staff helps create a successful working relationship by fostering an atmosphere that promotes productivity, trust, loyalty, teamwork and satisfaction. It also fuels innovation, resolves issues and creates better client relationships. In contrast, poor communication often “Communication works for those who work at it.” creates confusion, stress and frustration. When — JOHN POWELL communication in the workplace is not clear, concise and consistent, employees can struggle to stay engaged, accomplish tasks and improve productivity. Passive-aggressive behavior, malicious gossip, use of intimidation tactics and team members who play the Blame Game can pose major issues LOCAL Biz in 2022 for a business and can lead to damaged workplace morale, negative company culture and even lawsuits. This Q3 issue of LOCAL Biz focuses on improving your workplace Q1: PRODUCTIVITY communications in a positive way — how to shore up your own Jan, Feb, Mar weaknesses and overcome someone else’s — all from a local perspective. Successful local owners and experts share their best practices and offer solutions for overcoming common challenges. You’ll read inspirational Q2: GROWTH stories, learn innovative techniques and find valuable resources through Apr, May, June content that is delivered in a style that is easy to read, informative and actionable. We hope it leaves you feeling smarter and inspires you to explore the benefits of improved communication in all of your collaborative Q3: COMMUNICATION July, Aug, Sept processes. Workplace communication is more important than ever. With people working longer hours, and often in non-traditional settings, it is vital that employees effectively communicate. Hopefully, this issue can help your workplace accomplish that. Q4: BALANCE

Oct, Nov, Dec

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LANCE HANLIN Editor-in-Chief

Q3 2022  LocalBizSC.com

INSIDE

Q3 2022  COMMUNICATION Start. Grow. Lead. Inspiring stories for the three most important stages of your business.

Roundup P. 22

Your voice can literally boost your business

Marketing P. 40

How to implement a word-ofmouth marketing strategy

Sales P. 48

Fix five types of workplace miscommunications

HR P. 52 Inspiration & Innovation Learn how to communicate with emotional intelligence, discover the not-sosecret key to effective communication and discover graphic design platforms for the artistically challenged.

Why job clear descriptions are important to you success

Money Matters P. 58

Playing with your portfolio: The ABCs of ETFs

Ask the Experts P. 72

Is your company data and equipment hurricane safe?

Smart Stuff P. 86

Tactical tools, tips and resources

Links P. 91

Bonus content at LocalBizSC.com

Faces

After Hours P. 92

Meet three local business leaders who have mastered the art of getting the word out.

Great places to have a private conversation

Resource Directory P. 94 Good contacts for doing local business

16 4

LocalBizSC.com  Q3 2022

Last Word P. 96

Speed up your texting with these popular abbreviations

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CONTRIBUTORS

LOCAL BIZ CONTRIBUTORS

BEHIND THE SCENES Ryan Lochart, writer Q: How did you choose your career? Where did you start? A: Most people have a path they think is right for them. I originally started my career in the golf course industry, soon got into sales, and migrated into the marketing side of business. Over 20 years, my experiences have shaped who I am today and the value I bring to my clients. Q: What's your next big “move”? A: Big moves often appear to be fast when in reality they take a long time to manifest. My next big move is to refine the value I bring to my clients. Constant and never-ending improvement, a lot of perspective and abilities allow my next “BIG MOVE” to come over time. Constant refinement is my next big move. Q: What do you do when you aren’t working? A: Working on a balanced lifestyle in an extreme world is difficult, so every day I make it a priority to invest time into my family, fitness and faith. Q: What’s your favorite part of what you do? A: The sheer volume of lives I am able to impact with the value I bring is my favorite. I love seeing businesses change, their teams and families grow, and the impact made in our community. Q: Favorite color? A: Royal purple.

Mama Odie, writer Q: How did you get started reading horoscopes? A: I come from a long line of readers — horoscopes, cards, crystals and my favorite type of reading, energy. You can tell a lot about a person based on their energy — also known as how they behave in life, in work, in general. How do you feel when you are around someone? Q: Sounds like you are talking about “trust your gut.” A: Absolutely. We are all “readers” of some sort and the easiest form of reading to practice is being aware of how you feel when you are around someone. If you get sick to your stomach when your phone lights up with a specific person calling, pay attention to that! Your gut never steers you wrong. Q: What’s your favorite thing to do when you aren’t reading horoscopes? A: Working with my clients to help them develop their own abilities. I have clients all over the world that I work with — teaching them how to hone their intuitive abilities. Q: Can you tell us the winning lottery numbers? A: I wish. The universe doesn’t work that way.

Linda Klingman, writer Q: Where did you start? A: I was an English professor who had burned out after revising 15,000-plus freshman essays! I knew there had to be some use for my skills in business. After combing the want ads from Accounting to Zoologist for a few months, I ran across a posting for a corporate trainer, and I was a perfect fit! I went on to work jobs in Pittsburgh and New Jersey. I eventually left New York and returned to Pittsburgh, where I opened an HR consulting firm. Eventually, I pursued my dream and relocated to the Lowcountry in 2013. I started HRCoastal almost six years ago and have never looked back. Q: What’s your next big move? A: Finding strategic partners who will help me to grow my business. Q: What do you when you aren’t working? A: Spend time with my husband and play with our terrier, Ginger. I'd love to spend more time with my family who are triangulated from Macon to Pittsburgh to Olathe, Kansas. Q: What’s your favorite part of what you do? A: I love helping my clients solve problems, develop a structure and play well together in their sandbox.

LocalBizSC.com  Q3 2022

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START GROW LEAD

Big things ahead

HILTON HEAD’S FIRST SPECIALIZED WRAP COMPANY HELPS BUILD BRANDS AND HELPS COMPANIES COMMUNICATE IN A BIG WAY BY ELLEN LINNEMANN When he left his job at a surf shop to take his first 9 to 5 job at a print shop at 19 years old, Jordan Lemmon had no idea that the job would go on to shape his future and lead to some truly “big” things ahead. Although he started out doing table work at the print shop, when the production manager decided to leave the company, his boss came to him with a statement that would set him on his future career course, telling him, “if you can learn to wrap vehicles and boats, you can be production manager.” He seized the opportunity, learned (and perfected) the process and hasn’t looked back since. In March of 2021, after nine years in the industry, Jordan started his own company: H.H. Wrap Company (wraphiltonhead.com). The company, which is the first specialized wrap company in Hilton Head, works closely with each client throughout the process of designing and developing

LocalBizSC.com  Q3 2022

Three takeaways In launching, and growing, his business, Jordan stresses the importance of having passion for what you do, noting his company's passion for their work and clients in supporting their business success — and offers these three takeaways for others starting their own business:

1 2 3

Faith over fear. “My first year I found myself having a lot of fear that I was not going to make rent or pay bills the next month,” Jordan notes. “Someone once told me ‘if you're truly passionate about something you will not let yourself fail.’” Hire sooner. “My design and install manager Otto Chamberlain is a huge part of this company,” says Jordan. “I really wish I could have had him from day one!” Grow with the company. “I think a lot of companies experience shortcomings and failures in the beginning,” he says. “Today, I choose to understand everything that has happened in this path I am walking. It’s what gives this company (and me) character, knowledge and experience on how to handle situations better in the future.”

That's a wrap

A unique way to help clients grow and customize their personal toys, H.H. Wrap Company wraps vehicles, boats, golf carts, walls, buildings and anything else a client can envision.

visual branding wrap products offering a unique way to help clients grow and be able to visualize the success of their company, as well as a way to customize their personal toys. HH Wrap wraps vehicles, boats, golf carts, walls, buildings – and anything at all that anybody wants to have wrapped (with Jordan noting that “we’ve never turned anything down.”). The company, which is based on Hilton Head Island and has helped many Lowcountry businesses be seen in vivid detail on the roads and waters throughout our area and beyond, welcomes any on-location job no matter the destination – and to date has served locations ranging from North Carolina to Fort Lauderdale. As a startup, Jordan has the advantages of having more than 30 years of experience under their roof. In addition, being a “true native to Hilton Head Island” also has provided Jordan with valuable experience and insight to both launch and grow his business. “Not only am I lucky enough to live in this beautiful place, but I have been blessed with the opportunity to be a part of bringing a rapidly growing industry to my local community, which is what truly drives my business,” said Jordan, noting his passion for not only this industry and his company, but for being a staple in his hometown and helping build the brands surrounding it. “I have grown up watching my mentors Frank and Susan Gaston, Byron Sewell, Shane Gould, Brooke McCullough, Glen Barroncini, Lucas Brinsa and so many others be such a huge part of the island community, continue to give back, and create such a well-respected name for themselves. It is amazing to have such successful people in my life to look up to.”

Jordan and his team take tremendous pride in their work, with Jordan noting that, even after nine years in the industry, he is constantly learning to this day. “No two vehicles are the exact same, due to condition, paint, disassembly, and curves, so I practice a lot of patience on a daily basis,” he said. “Still, no matter how big the job, at H.H. Wrap we love the challenge, and will never turn down an opportunity to further grow our knowledge.” When he’s not working, Jordan spends his days with his girlfriend, Hunter Acker (also a HHI native) – where the two, who both grew up surfing and skating as kids, try to get in the water or go skate any chance they can. He also spends as much time as possible working on his growing business – focusing on the thing that remains the most important to him: his clients. “Everything we do is for our clients – we wouldn’t be a company without them,” said Jordan. “My focus is that every job is completely custom and we collaborate with the client to really bring them into the experience to give them something that feels like they helped create, and that they are in love with the final product. We look at every job as a partnership and not a “one off job” that we just want to get done by 5 p.m. We work long hours to meet our clients’ deadlines and to keep up with our full schedule -- and we love doing it.” As Jordan continues to take H.H. Wrap Company into the future, look for even more of his dynamic branding work on vehicles, boats – and a variety of other visual branding wrap products throughout the Lowcountry (and beyond). There are big things ahead for this growing startup. ■

Q3 2022  LocalBizSC.com

START GROW LEAD

Growing a networking group by helping other businesses grow WITH MEMBERS GENERATING THE HIGHEST TYFCB (THANK YOU FOR CLOSED BUSINESS) IN YEARS, BNI SC LOWCOUNTRY’S RON AND CRISTINA KIRBY CONTINUE TO GROW A NETWORK WHERE EVERYONE WINS BY ELLEN LINNEMANN Ron Kirby has long believed in the power of networking and after retiring from the Marines and having the opportunity to first become involved with a BNI (Business Network International) group in the Hilton Head-Savannah area back in 2008, he quickly realized just how powerful the right type of networking group can be for business owners. With thousands of chapters worldwide, BNI is the world’s leading business referral organization. In 2021 alone, BNI members shared over 12.4 million valuable new client referrals and generated over $18.6 billion in revenue. For more than a decade as the regional director of the BNI SC/GA, Ron had the opportunity to help small business owners grow their businesses and make a great living through his work developing and growing BNI Hilton Head-Savannah area, as well as by providing assistance to other BNI areas throughout the United States. When he was given the opportunity to become the owner of BNI SC Lowcountry, he quickly embraced the opportunity to not only help businesses throughout the Lowcountry grow through the proven power of BNI’s networking strategies and resources, but embraced the opportunity to help grow the Lowcountry BNI franchise, as well.

Three takeaways

LocalBizSC.com  Q3 2022

In growing a business, Ron and Cristina both stress the importance of "always keeping the big picture in mind," and offer the following tips for business owners:

1 2 3

Be mindful about your time. “With the pressures and temptations of modern living, it’s easy to cram too much into each day, so be mindful of your time,” Ron notes. “Also, be grateful every day and believe that open communication will never lead to conflict.” Take a moment to review what you have learned. “It’s important to take moments to review what you’ve learned, and how much you could still improve – and really give some thought on your intentions,” Cristina says. Be passionate about what you do. “Surround yourself with other quality professionals and help others to be successful,” notes Ron. “Be courageous even when you are afraid,” adds Cristina. “And forget about perfection, you are ready now!”

Since 2017, Ron and his wife Cristina have been the executive directors of BNI SC Lowcountry and have grown the franchise to 35 chapters, 139 chapter leaders and 690 members. Most importantly, since becoming BNI SC Lowcountry owners and executive directors, they have helped members generate an incredible amount of business — and valuable referrals — that have helped members continue to grow their businesses. “BNI membership helps people generate more sales with consistent growth, less effort and lower cost than other marketing methods,” said Ron, noting that BNI members have just generated the highest “TYFCB” (Thank You for Closed Business) in years in March 2022, with members worldwide reporting $1.84 billion in business and passing nearly 1.17 million referrals (the highest number of referrals recorded since October 2019.) Also, BNI members generated over $1.6 billion in business for each other in April through more than 1.2 million qualified business referrals. “With that in mind, the goal is to reach more business professionals and include them in this amazing network where everyone wins.” Ron and Cristina have continued to grow the BNI franchise through the proven system of BNI networking and referrals, as well as BNI’s principal core value of Givers Gain®. In 2021, the members of BNI South Carolina Lowcountry reported income in excess of

Referral power

Ron and Cristina Kirby, the executive directors of BNI SC Lowcountry, are shown with BNI CEO Graham Weihmiller.

$49 million in new business from BNI referrals – and in March and April of this year, BNI SC Lowcountry members have made $5,731,049 (March) and $5,739,883 (April) in closed business. When asked about the secret behind the success of both BNI and BNI SC Lowcountry, Ron points out that in BNI networking, it’s all about building strong business relationships and developing a special trust and confidence. “Networking success is not about a quick sale, but more about developing quality business relationships,” said Ron. “At BNI, we say it’s more about farming than it is about hunting. The returns you receive through networking are like the apples you pick from an orchard you started from a single seed.” Noting that their biggest accomplishment as business owners is “supporting our members businesses to be successful beyond their imagination,” both Ron and Cristina note how much they enjoy observing the success of members who are great at what they do – but who previously have not had

the appropriate business environment or a network. As they continue the BNI focus of “expanding one’s networking and building trustworthy relationships,” Ron and Cristina also are focused on continuing to not only grow their members’ businesses, but to continue to grow BNI SC Lowcountry as an organization. In addition, they remain committed to helping chapters and their members “give back” – noting that many chapters are involved in helping Habitat for Humanity, Lowcountry Veterans Home, local baseball and softball teams, animal protection groups, American Cancer Society, Alzheimer's Association and a number of other local charities. With its proven strategies for successful business networking and a commitment to growing a network where “everyone wins,” BNI SC Lowcountry is poised to help companies and individuals grow their businesses through the power of effective networking – all while continuing to grow their own successful, and much-valued business by helping others here in the Lowcountry. ■

Q3 2022  LocalBizSC.com

START GROW LEAD

X Man In the spirit of ideas worth spreading, TEDx is a program of local, self-organized events that bring people together to share a TED-like experience. Rex Gale (right) is the local organizer.

An idea worth sharing

HOW TEDXHILTONHEAD HAS GIVEN OUR ISLAND COMMUNITY A GLOBAL VOICE BY HANNAH MASSEN True to his organization’s tagline, Rex Gale had an “idea worth sharing” while driving home from Savannah one night in 2014. He had just given a talk at TEDxSavannah (previously known as TEDxCreativeCoast) on how to make better decisions in life by not always “trusting your gut,” and wondered if Hilton Head had ever hosted a TED event. Maybe this was one instance where Gale was right to “trust his gut,” because he was finally granted a license to launch TEDxHiltonHead in 2016.

LocalBizSC.com  Q3 2022

If you’ve ever been on YouTube, listened to podcasts, taken an interest in continuing your education, or even heard the thank you for coming to my TED Talk sound on social media, then you’ve probably come across something with TED’s iconic bright-red logo. TED, which stands for “Technology, Entertainment, and Design,” was founded in 1984 as an annual conference for innovators and entrepreneurs in California. Today, TED is a global phenomenon where keynote presentations are hosted around the world and in nearly every state. TEDx events were created to bring the experience to local communities, and require a special license issued by the TED organization. TED and TEDx talks have been given by everyone from small business owners to scientists to celebrities on the topic of their choice, so long as it centers on an original idea. But the thing that makes TED events so special is that you don’t have to be in the audience to learn from these presentations. TED requires every one of its events to be professionally recorded and uploaded to the TED website. Over 500,000 people have watched the TEDxHiltonHead Talks online, giving our coastal community a global reach. After completing the lengthy application process for his TEDx license, Gale and a small group of volunteers had just begun to organize the first TEDxHiltonHead event in 2016 when Hurricane Matthew caused it to be postponed. The theme for TEDxHiltonHead in 2017 was “Resilience,” a tribute to the volunteers and community members who helped Hilton Head recover from the hurricane. In 2018, Gale also applied for a license to host TEDxHiltonHeadWomen, an event that celebrated women who were “breaking out and pushing boundaries” in the Lowcountry and beyond. Dr. Debi Lynes, a professional counselor on Hilon Head, had been involved in organizing TEDxHiltonHead from the start, but officially became co-chair of the event that year.

Look who's talking

Dr. Debi Lynes has served as Master of Ceremonies for TEDxHiltonHead and TEDxHiltonHeadWomen events.

By 2019, Gale and his team were ready to host two rounds of Talks: TEDxHiltonHead and TEDxHiltonHeadWomen. Every event was sold-out, partially thanks to the TEDxHiltonHead team’s marketing strategy. “From the start, TEDxHiltonHead relied on social media to get out the word,” Gale said. “We also understood that the widest possible communication strategy was required to make the event a long-term success, and we [hired] an outside marketing and public relations firm, SmartMarketing Communications, to help promote TEDxHiltonHead in all forms of media: print, electronic, and social.” SmartMarketing Communications helped TEDxHiltonHead develop a website and social media to get the word out and attract new speakers. One of Gale’s Favorite talks was one given by Fran Capo, the world’s fastest talking woman at 603.32 words per minute. She set a Guinness World Record by delivering the fastest TED Talk in history – less than a minute long. He also recalls Talks given by Emily Johnson, reminding women that “a man is not a financial plan,” and Justin Batt who created a national movement with his idea about “Daddy Saturday”, encouraging men to challenge themselves to spend

each Saturday actively engaged with their children to create lasting memories. Dennis Ittenbach spoke about the need for physical therapy services for cancer survivors and patients at the point in their treatment when the patient is most vulnerable, and when treatment ends, most medical support ends as well. Erika Kramer’s idea was to “choose opportunity over insult,” and Susannah Winters spoke about what self-care really is, making her Talk the most-watched TEDxHiltonHead video with almost 250,000 views. In January 2020, TEDxHiltonHead organizers hosted their first Pitch Night, where 15 candidates would share their TEDx idea in a three-minute pitch. But then the COVID-19 pandemic hit, and the event was once again postponed. But after two years of waiting and working to improve the event experience, TEDxHilton Head is set to return this fall. “TEDxHiltonHead returns in November 2022, with a focus on ‘Making Waves,’ and will introduce to Islanders speakers from all over the world who have succeeded in making waves in ways that will inspire you to make waves in your own lives, and in your own communities,” Gale said. Apply to be a speaker, a TEDxHiltonHead partner, or learn more about the event at tedxhiltonhead.com. ■

Q3 2022  LocalBizSC.com

“ pers gon c occasio being par

FACES

LocalBizSC.com  Q3 2022

Faces of communication MEET THREE LOCAL BUSINESS LEADERS WHO HAVE MASTERED THE ART OF GETTING THE WORD OUT Having spent four years working at one of the Lowcountry’s most trusted news sources, Riley Miller, 5 p.m. anchor for WJCL 22 News, has garnered a reputation for effective storytelling that keeps her audience engaged and informed. Miller’s proud to be at a point in her career when people recognize her as one of their favorite anchors because as Susan Fogleman might say, business isn’t just about who you know, it’s about who knows you. As the director of membership for the Beaufort Regional Chamber of Commerce, Fogleman makes it her mission to strengthen Beaufort County’s growing economy by fostering connections between local entrepreneurs. Putting local business owners in touch with one another allows them to strengthen their personal and professional networks, the value of which Carlton Dallas, the CEO and founder of Phoenix Med and BusinessATTRACT, knows well. Dallas credits his company’s success – and his leadership positions on over five local boards – to building teams that communicate and collaborate effectively. Read on to learn more about these three faces of communication and some of their tips for collecting and sharing information. ■

Q3 2022  LocalBizSC.com

FACES

Riley Miller THIS TV ANCHOR HAS REPORTED ON EVERYTHING FROM CRIMINAL CASES TO LOCAL NONPROFITS TO AMERICAN IDOL AUDITIONS If Riley Miller, 5 p.m. anchor for WJCL 22 News, could interview one celebrity, it would be country music icon, Dolly Parton. “She worked hard to get where she wanted to be,” Riley said. “Not only is she incredibly talented, she’s incredibly smart and very funny, too.” The same could be said for Miller, who’s been an anchor at the Savannah-based news station for just over four years. The Bowling Green, Kentucky, native knew she wanted to be a news anchor since high school, so in college she did everything she could to make her dream a reality. She attended the University of Kentucky, where she majored in journalism, wrote for the school newspaper, hosted a weekly radio segment called Campus Voices and did two unpaid internships with RuppTV and Channel 5 News in Nashville. Then right after graduation the self-proclaimed “Southern girl” traded sandals for snow boots. Without knowing a single person there, how to drive in the snow or how to dress for it, Miller moved almost a thousand miles away from home to take a job in Fargo, North Dakota. “I had an offer at my hometown station, but my college professor gave me some great

LocalBizSC.com  Q3 2022

Key takeaways 1 Say yes to an opportunity (or job) that pushes you outside your comfort zone. It may not be easy, but that’s how you learn and grow. My first job really motivated me to want to get better and move to a bigger market. 2 Find a mentor. This industry is tough and everchanging – but having someone you can turn to for advice, guidance and clarity is a must. 3 Stay true to yourself. It’s great to look up to and learn from others in the industry. But be yourself. Always remember who you are and where you came from.

advice,” Miller said. “He said, ‘You’ve lived your whole life in Kentucky. You grew up here. You went to school here. And now you’re thinking about taking your first job here?’ He encouraged me to get outside my comfort zone and accept the reporting job in Fargo. I listened to him and looking back, he was right. It was one of the hardest things I’ve ever done – moving across the country so far away from home – and nearly freezing to death that first winter out reporting in blizzard conditions.” Miller started by working as a weekend reporter in Fargo and said she was miserable. But soon after she was promoted to the station’s weekday morning anchor, she received an email from the WJCL news director, who saw one of her reels online. The subject line read, “Hello from Sunny Savannah/Hilton Head,” and she didn’t need to read anything else. Miller has reported on everything from criminal cases to local nonprofits to the American Idol auditions in Savannah (something she considers a highlight of her career). She looks for stories that are unique, timely and on topics that locals care about. Because so many residents of the Hilton-Head/ Savannah area recognize Miller’s face, one of the most common reactions she gets when meeting people for the first time is, “Wow, you’re a lot taller in person!” followed by, “Did you play volleyball?” She didn’t (pointing out that “it’s one of the few sports I didn’t play” — noting that she played soccer, basketball, track and was even on her school’s bowling team her senior year of high school). When it comes to how she enjoys spending her time off when not working, Miller loves exploring local shops and restaurants, taking advantage of the area’s beautiful beaches and playing with her chocolate Chihuahua, Ruby. “There are so many amazing people, places and things in the Lowcountry that deserve to have their stories shared,” Miller said. “I’m honored I get to tell them.” ■

Fun in the sun When she's not working, Miller enjoys

running, yoga, fishing, Pilates and going to the beach. She is pictured at the RBC Heritage, posing with a catch-and-release shark and in the WJCL studio. She's a dog mom and obsessed with her chihuahua, Ruby.

Go big blue Riley Miller joined the WJCL news team in February 2018. Prior to that she worked at WDAY in Fargo, N.D. She graduated from the University of Kentucky and bleeds blue.

Q3 2022  LocalBizSC.com

FACES

Susan Fogleman THIS BEAUFORT NATIVE MAKES IT HER BUSINESS TO HELP BEAUFORT COUNTY ENTREPRENEURS BUILD THEIRS If you’re a small business owner in Beaufort County, Susan Fogleman is the woman to know – because she knows just about everyone. As the director of membership for the Beaufort Regional Chamber of Commerce, Fogleman makes it her business to help entrepreneurs build theirs by connecting them with the right people. “What lights me up is the people I meet and how I can get them connected to others to make them and their business more successful,” Fogleman said. “I feel like that is my calling. When it comes together, it truly is gratifying.” The Beaufort native began her career in the staffing agency sector for seven years and then stayed home to raise her children for nine years before returning to work in commercial insurance. By the time she had joined the Chamber and been promoted into her current position, she had already built up an extensive contacts list in the community. The moment she meets a new member or prospect, Fogleman starts going through her “mental Rolodex” of people she can connect them with to solve a problem, fulfill a need or help them be more successful. Then she and her team get to work on searching the Chamber’s database of over 500 members, setting up meetings and making introductions to help them find the right resources. “It doesn’t matter what the need is, business or personal. I somehow want them to get ‘plugged into

LocalBizSC.com  Q3 2022

Key takeaways 1 First and foremost, join your Chamber of Commerce! 2 Second, network, network, network. You never know who you will meet that can help you, personally and professionally, or that you can help. 3 Third, be kind.

Family first

Susan the is the director of membership for the Beaufort Regional Chamber of Commerce. She is shown with her mother and children, Chandler and Carson.

Flower power couple Susan's return to Beaufort allowed her to

rekindle a friendshilp with now-husband Steven, who grew up down the street from her. The two married in 2017 and opened their business, Southern Coast Flowers in Port Royal, in 2018.

Beaufort’ to feel comfortable and successful,” Fogleman said. “It’s the good Southern way, and I enjoy making people happy.” Fogleman works closely with Megan Morris, the director of events and communications at the Beaufort Regional Chamber of Commerce, to advertise new businesses on social media and in the Chamber’s newsletter, which has a distribution of over 2,000 contacts. The Chamber also hosts ribbon-cutting ceremonies for new businesses, which are emceed by Ian Scott, president of the Beaufort Regional Chamber of Commerce. The ceremonies also tend to include municipal officials from the City of Beaufort, the Town of Port Royal, or other locations. “As a team we go on supporting [members] with information, connections and leadership opportunities, and when we can, we use their products, services and restaurants, and we refer them to others in the community. Always!” Fogleman said. Non-business owners can join the Beaufort Regional Chamber of Commerce too through its individual membership program. Though much of Fogleman’s job is centered around networking, she also is an accomplished salesperson. In 2021 she finished the fiscal year 13 percent over budget for membership sales, and in her Dale Carnegie Sales Training Class, she was awarded First Runner Up out of 40 representatives for her sales presentation titled “Championship.” When she’s not on the clock, Fogleman enjoys reading, playing golf or biking around the Lowcountry, as well as making memories with family, friends and members of her community. ■

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FACES

Carlton Dallas THIS LONGTIME GAMECHANGER IS CHANGING THE GAME IN ANTI-AGING BY HANNAH MASSEN Like many people, Carlton Dallas came to Hilton Head looking for a place to retire after a successful career in sales. But he did exactly the opposite. Dallas is the CEO and founder of two companies with very different missions that share the common goal of helping people live longer and more prosperous lives. One hundred years ago the average human life expectancy was somewhere in the mid-30s. Today, global life expectancy estimates range from 72 to 78 years old. Although we’ve essentially achieved an “extra lifetime” in the last century, according to data from the Centers for Disease Control and Prevention (CDC), the national rates of chronic disease also have grown exponentially during that time – meaning that many people are living with chronic illnesses for longer. But one of Dallas’s companies, Phoenix Med, is looking to change that. “As people live longer, they want to enjoy sustained mobility, mental acuity and overall active and high quality of life,” Dallas said. “With the increasing life span, it is the intention of Phoenix Med to identify and support research that helps that expanding population deliver on their personal aspirations.” The company, which was founded with the help of two foreign investors, is dedicated to researching and developing treatments for chronic diseases commonly associated with aging, like arthritis and Alzheimer's, as well as anti-aging cosmetic treatments, like dermal fillers and skincare products. Dallas is also the founder of BusinessATTRACT, a Lowcountry-based volunteer organization that is primarily focused on supporting the region’s economic development. The organization seeks to recruit high-paying companies to the Beaufort County area, as well as promote science, technology, engineering, and math (STEM) jobs to local students and young professionals. “As a way of highlighting [STEM] talent, BusinessATTRACT proposes that Hilton Head Island and the Lowcountry adopt the moniker of being the ‘Silicon Garden,’ a play

LocalBizSC.com  Q3 2022

Key takeaways

Culture is king. Change your company culture, and you change the internal behaviors that become self-sustaining. Great company culture creates an environment for confident people who make well-informed decisions that improve financial and operating results.

2 3

Always, always, always invest in your people as individuals. Pay attention, listen and reward, or as I like to say, "Public Praise, Private Coaching/Censure." Ethical results achieved through visible ethical behaviors win converts over time. It may seem that you are at a disadvantage by adhering to ethical standards when others do not, but those who cut corners are pilfering from some other entity or effort, and that shortfall will become visible.

Getting business done

Carlton Dallas is the founder of BusinessATTRACT and CEO of Phoenix Med. His career spanned 34 years in the petroleum industry, in various functions. He was managing director/ CEO of Chevron Texaco Eastern Caribbean and served as regional director-Africa/Europe/ Pakistan for the Chevron Corporation office in Cape Town, South Africa.

on our focus on the sustainable natural environment and the growth of the technology-oriented talent that resides here,” Dallas said. BusinessATTRACT also has a political focus, as it holds monthly meetings with local and national political leaders such as U.S. Rep. Nancy Mace, SC State Sen. Tom Davis, and Beaufort County School Superintendent Frank Rodriguez to discuss current events and topics. And that’s just the beginning of Dallas’s community involvement. He is also a Board of Trustees member at the USC Darla Moore School of Business- Business Partnership Foundation and is on the boards of the Beaufort County Economic Development Corporation, the Hilton Head Plantation-Property Owners Association, Historic Mitchelville Freedom Park and the Beaufort Military Enhancement Committee of the Beaufort Regional Chamber of Commerce. Dallas is also a member of the Beaufort County School District's Citizen-Led Oversight Committee (CLOC), a group of nine citizens who provide input into the execution of the $345 million capital bond referendum. As a global businessman Dallas has worked with people in 51 countries, 20 of which he has either visited or lived. He said members of each country thought he would favor other countries’ cultures, which is why he developed the Eight Tenants of the Dallas Leadership System, leadership guidelines for practicing cultural competency. “It became truly clear that as a leader, it was essential that every single person in the region felt they had equal opportunity and support from me, but also equitable accountability and access,” Dallas said. “Once it was felt that I did not play favorites, the cultural integration and teamwork became self-sustaining and produced superb results.” Dallas is clearly a busy man, but when he’s not at the office, he translates his entrepreneurial spirit into his favorite free-time activity. “I love long ‘country back road’ drives,” he said, “seeing a road, not knowing where it goes, and just exploring.” ■

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Q3 2022  LocalBizSC.com

ROUNDUP

The power of podcasting YOUR VOICE CAN LITERALLY BOOST YOUR BUSINESS BY STACY TUSCHI The reason I began podcasting stems from when I was a guest on someone else’s show. Podcasting was still in the early stages. I wasn’t sure what to expect, but I really enjoyed it. After the interview the host encouraged me to start my own podcast. I am a firm believer in listening to people smarter than me. I am so glad I listened to him because my podcast has been an integral part of my business. I now know podcasting provides a really authentic conversational feel to establish a genuine connection with your audience. The intent is not to record shows to purely solicit clients. It is a chance for me to share how my expertise can truly benefit the listener. That happens not just by relaying my own experiences but by having engaging guests join me on the podcast. It’s important that future clients and collaborators get an idea of what you have done and what you have produced. Like blog posts, podcast episodes “live” on your website or wherever they’re hosted on the Internet forever. This is so beneficial to SEO and establishing the type of content people can expect from you. This is helpful, too, in that when a client wants to hear or learn more about certain topics, we can direct them to particular episodes that include those topics. In some ways it’s like an audio library of what I help train and teach. As I worked on the “how” of getting the Foot Traffic podcast together, I established the pillars of content I would discuss. That provided a solid framework and helped shape my content for the episodes. Doing that made it easier for me to create a schedule of what I would be talking about and when--basically a podcast calendar. I also considered whether I would do solo episodes, interviews or both. My next step was creating a list of topics I would cover and a list of guests I would like to interview. One of the final steps was getting my Libsyn set up and linked with my Wordpress site. Finally, I committed to a regular publishing schedule. A big part of my appeal is that I coach and teach from real experience as a business owner. I am unusual in the fact that I own and operate both brick-and-mortar, and online businesses, so I have solid perspectives on both and share that with clients. Lastly I am very intentional about providing actionable items that listeners can consider implementing right away.

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Foot Traffic Podcast

Scan this QR code to listen to the Foot Traffic Podcast with Stacy Tuschl.

HERE ARE SOME QUICK TIPS TO HELP YOU GET STARTED AS A PODCASTER: Decide on a topic or theme. Be intentional about that topic. Consider what it is that you are training, teaching or sharing with an audience. Create your format. Do you want to do solo or guest episodes? Or both? Decide on the length you want the episodes to be and what you might like for an intro and exit. Consider your cover art. Have your cover art reflect who you are and whom you serve. Canva may be a place for inspiration. Buzzsprout and Spreaker also are good sources for ideas on this. Select your audio/recording equipment. I use a Heil Pr 40 microphone. The Blu Yeti is also popular among podcasters. You may choose to use a pair of over-the-ears headphones, of which there are plenty of choices. If you record on video or over zoom and are concerned about the look of those styles of headphones, you may use air pods instead. Our audio mixer is made by Focusrite, and we edit using Garage Band, but there is other software that may work best for your needs. Choose your hosting platform. Research to see what services different companies include and how they fits with your needs. Our team uses Libsyn and handles getting the podcast to all the podcast platforms (stitcher, iTunes, etc). ■ Stacy Tuschl is the CEO and founder of Foot Traffic, helping entrepreneurs automate and drive more traffic to their businesses. She knows the importance of automation in order to scale without burnout. As the leading expert when it comes to scaling your business in a simplified way, Stacy is always looking for ways to create more with less.

Q3 2022  LocalBizSC.com

ROUNDUP

Can you hear me now? LAST CALL: WAITING FOR THE PHONE TO RING BY LESLIE T. SNADOWSKY 2

HELLO, IT’S ME If you had a Motorola DynaTAC 8000X (1), aka “The Brick,” back in 1983, you were in high cotton. It took 10 hours to charge it enough for a 30-minute conversation; it weighed more than two pounds, had a large rubber antenna and was priced at nearly $4,000. Having one became a “yuppie” status symbol as these telephonic fossils added some major bling to briefcases and luxury cars. In fact, one of the first wireless calls made on the DynaTAC was from a Chrysler convertible to inventor Bell’s grandson. The DynaTAC was the first mobile phone, and it ran on advanced mobile phone systems (AMPS) or other analog networks. Motorola stayed in the game with its 1996 StarTAC, a first-of-its-kind gray flip phone that ran on a 2G network, and its Motorola RAZR series that revolutionized the industry in 2006 with its fashionable razor-thin design. More than 100 million were sold that year.

CALL ME, MAYBE 1 3

It’s been 146 years since Alexander Graham Bell was granted a patent for the telephone. His prototype looked like it was made in a high school woodshop class, but it successfully connected Bell with his assistant, Thomas Watson, from Boston to Salem, Massachusetts. What did Bell say during his first time on the horn? “Mr. Watson, come here. I want to see you.” He should have texted. But what would Bell think about the evolution of his person-to-person invention, one of the most influential communication tools of the modern age? And what would he think about the leap to the mobile/cell phone? From Motorola’s “Brick” to Apple’s iPhone 13 Pro, the wireless wonder is now part of all our lives. And looking back to how we gave each other a jingle may now make you giggle.

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The NEC 9A (2), created by the former Nippon Electric Company, debuted in 1987. Its lighter, sleeker design made it the fastest-selling hand-held mobile phone of its time. It also offered storage for up to 60 names and numbers, an LCD with back-light illumination and a speaker for hands-free operation. Its five bars showed signal strength, but you were out of luck if it showed fewer than three. For about $2,000 this model marked the emergence of a portable device that was cheaper and easier to carry and maintain.

HOLD THE LINE In the 1990s Nokia dialed in with multiple models, and more than 160 million Nokia 3000 (3) series cell phones were sold in 1999. The ubiquitous Nokia 3210 weighed .3 pounds, was the first cell phone to be mass-marketed with an internal antenna and used a Global System for Mobile Communications (GSM) 2G network. Its design was geared toward a younger

market, boasting games like Snake and Memory and software that allowed users to create monotone ringtones and send texts. You also could store up to 250 contacts to limit wrong numbers.

PARTY LINE By 2006 the BlackBerry Pearl 8000 (4) series, including the popular 8120, helped herald the introduction of the mainstream smartphone with its proprietary BlackBerry OS, its translucent trackball, media player and camera. T-Mobile released it, and it weighed a little more than three ounces. Its Wi-Fi and Bluetooth capabilities and full keyboard made this phone a must-have gadget for executives, but in just 10 years the industry essentially hung up on the Blackberry as the new Android and iOS platforms started to dominate the market.

SMOOTH OPERATOR Smartphones like the iPhone and Samsung Galaxy turned cell phones into mini-computers that are indispensable today for work and for play. Looking back we had the first iOS iPhone (2007) that had only 16 apps including Mail, Safari and iPod, and the Android Samsung Galaxy Note (2009) with its stylus and 5.3-inch touchscreen. Affectionately called a “phablet,” it was a cross between a smartphone and a tablet. The only thing retro about smartphones today is that they are being sold for “Brick”-like prices as they start at more than $1,000. On the market now are the Samsung Galaxy Z Fold3 5G and the Galaxy Z Flip3 (5) 5G which are reimagined smartphones that bend (literally) all the rules with ultra-thin glass, super steady video and many more mind-bending breakthroughs. The top-of-the-line iPhone 13 (6) has up to 1T of storage, a 6.7-inch OLED display and weighs 8.46 ounces. Its new A15 Bionic chip and telephoto camera make this smartphone one of the best yet — until the iPhone 14 comes along in September. ■

P R E S E N T S

T H E

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experience

ROUNDUP

How to have those difficult conversations about money FIVE SCENARIOS TO PONDER BY DONNA PETERS

The word ‘money’ is often treated as a four-letter word. From a young age, many of us were taught to not speak of money. The unintended consequence of that upbringing is that many people don’t learn how to have necessary but difficult conversations about money, whether at home or in the workplace.

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A s s a 1. HOW DO YOU ASK FOR A RAISE OR SAY NO TO A REQUEST? Timing is everything. First, choose a time and place that you know will set the right atmosphere and catch your boss or employee with an open mindset. If you are asking for a raise, arm yourself with the statistics to know your value. There are resources you can Google, like Glassdoor, or contact a headhunter to get an idea of comparable salaries in your field. If you are on the other side of the conversation and have to decline a request, do the reverse – know the employee’s value to your company and their comparable value in the market. The research alone may change the dynamics from an emotional debate to an informed discussion.

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2. HOW MUCH SHOULD YOU SHARE ABOUT YOUR FINANCES WITH YOUR FAMILY? Honesty is the best policy, but, frankly, your finances are your (and your significant other’s) business. If you are seeking advice from them, that is a different matter, and some transparency would be needed to get meaningful answers. If your brother or sister-in-law is only being curious (aka nosy), avoid that conversation altogether because, unfortunately, envy or jealousy are common emotions if there is income disparity. And never reveal to your children your salary unless you want the whole school to know. While it is essential to have money discussions with your children so they know the value of a dollar, they also will benefit from learning to respect people’s privacy.

3. HOW DO YOU DISCUSS RETIRING WITH YOUR FINANCIAL PLANNER? Retirement is a personal decision and very different for everyone. It can be a difficult conversation if you don’t have your finances in order for your meeting with your advisor. They will want to know things like: Are you part of a government or private pension plan? Is it defined benefit or defined contribution? Is it indexed to inflation? What are your expenses and goals for retirement? Do you have any other sources of income? Do you need life or term insurance? Have you prepaid any funeral expenses? In other words, that question about retirement cannot be answered without many questions being answered first.

4. HOW DO YOU APPROACH THAT AWKWARD CONVERSATION ABOUT MONEY OWED BY A FRIEND? It happened more frequently ‘in the old days’ — when you were out with a friend and you lent them money to cover a check. Now with debit, credit cards and no one using cash, this does not happen as often. Should a friend owe you money for some reason, don’t let it sit and fester between you. There is a chance that they forgot or are very stressed about it. Mention once that they can e-transfer you back the money. If they agree, you will both be happy to clear the air. If they don’t respond or agree, you can work with them to find a reasonable solution. Of course it also depends on the amount owed, how often this friend borrows from you and whether their friendship is worth keeping.

“It's estimated that the average American gives 3 to 5 percent of their income to charity.”

5. HOW MUCH SHOULD YOU DONATE TO CHARITY? Giving to charity is also a very personal decision and different for everyone, but it is essential. There is no right amount, but I have heard the average American gives 3 to 5 percent of their income. Some recommend starting with 1 percent and then gradually increasing the amount, while others say a target of 10 percent of taxed income is the goal. The obvious answer is another question — how much can you afford? Then you have to decide on local versus global charities and then causes that are important to you or your family. PRO TIP: Monthly giving options will seem more affordable and effortless. ■

Donna Peters studied Finance and Economics at Western University and later obtained her CFA. She joined the fixed-income Portfolio Management team at a prominent Canadian life insurance company following her graduation from university and has remained there since. She currently lives in Toronto with a loving husband, two teenage sons and an adorable poodle.

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ROUNDUP

The unwritten rules of writing work emails BY HANNAH MASSEN You might think you know all there is to know about emails. After all, you only get 212 of them a day. But chances are you’ve received (or sent) an email like this before, proving that most people could still learn a thing or two about email etiquette. So, we’re putting the unwritten rules of email etiquette in writing. Use this list to send (and hopefully inspire) better emails.

DON’T RESPOND TO AN EMAIL WHEN EMOTIONAL Let me paint a picture for you: you’ve had a rough day at work, and at 4:43 p.m., Mike sends you a morethan-slightly passive-aggressive email with “a few suggestions” for your latest project. You might be tempted to speed home, open a bottle of pinot and send a reply with something to the effect of, “If you’re going to micromanage the whole project, why don’t you just do it yourself?” But you shouldn’t send that email to Mike. Why? Once you’ve put angry words in writing, they can never be taken back. Before you respond with something nasty, take a breather and come back to it with fresh eyes.

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REINFORCE YOUR MESSAGE One of the most frequently repeated pieces of advice for presenters is, “Tell them what you are going to tell them, tell them, then tell them what you just told them.” The same advice could be given for writing effective emails. Start your email with a descriptive subject line that lets the recipient know exactly why you’re messaging them. A subject line that reads, “Checking In” is not nearly as effective as, “Checking In About XYZ Company Proposal.” Then lead with the key question or main point of your email instead of burying it between paragraphs (which you shouldn’t be writing anyway). But if the email is a bit longer, it can be helpful to include recap takeaways or items needed at the end.

SET A RESPONSE TIMEFRAME You can be a little frustrated when you haven’t gotten a response to an email you sent four days ago but was never mentioned when you needed to hear back from the recipient. If your email is urgent, tell them. If you need an answer by Friday at 5, tell them. If you’re sending an FYI but don’t really need a response, you guessed it: tell them.

BEWARE OF CC AND BCC When you CC someone on an email – which means you're "carbon copying" them – it typically indicates that you want to keep them looped in on the conversation but aren't necessarily looking for a response from them. The BCC field, or “blind carbon copying” is even more misunderstood. While it's similar to CC-ing, BCC-ing doesn't display that person's email to other recipients, meaning no one else on the chain will see that you included them. BCC-ing someone on an email without the other recipients’ knowledge can be a pretty sneaky maneuver, but is it ever ok to do? Yes, but only when you’re sending a mass email or making a virtual introduction.

USE EXCLAMATION MARKS AND EMOJIS SPARINGLY No matter how excited you are to have landed a deal or be working with your new client, exclamation marks can easily be mistaken for phoniness or passiveaggressiveness. The same can be said for emojis and smiley faces, which should only be sent between you and your work bestie on Slack (if even then). The bottom line: when it comes to punctuation, less is always more.

DON’T PILE ON No one needs a 20th “This looks great to me too!” email. And never hijack an email thread to start a completely different conversation. If you send your unrelated question or comment in a separate email, it will still be seen by your coworkers (and cause a lot less confusion). ■

Q3 2022  LocalBizSC.com

INSPIRATION & INNOVATION

Communicating like a leader requires emotional intelligence BY NANCY R. BURGER

The former presidential speechwriter James C. Humes said, “The art of communication is the language of leadership.” Leaders set the vision for an organization and inspire followers to execute that vision by providing a clear and powerful message. Delivering that message effectively, however, requires more than slide decks and performance reports. It requires applying skills that collectively indicate emotional intelligence.

■ What is emotional intelligence? Emotional intelligence (EI) refers to the ability to perceive, understand and manage emotions and feelings. It requires proficiency in both self- and social-awareness as well as in self-regulation. Here’s what EI is NOT: • Being nice • Avoiding conflict • Being sociable and/or likeable

In his 1998 article “What Makes a Leader,” Rutgers psychologist Daniel Goleman wrote, The most effective leaders are alike in one crucial way: they all have a high degree of what has come to be known as emotional intelligence. It’s not that IQ and technical skills are irrelevant. They do matter, but they are the entry-level requirements for executive positions. My research, along with other recent studies, clearly shows that emotional intelligence is the sine qua non of leadership. Without it, a person can have the best training in the world, an incisive, analytical mind and an endless supply of smart ideas, but he still won’t make a great leader. Goleman’s words have stood the test of time. According to a recent Gallup poll, a caring manager is a key driver for employee engagement. In fact, the report states, “The manager or team leader alone accounts for 70 percent of the variance in team engagement.”

NANCY R. BURGER is a workplace communications strategist and coach who guides executives and teams to foster emotionally healthy cultures. A Marshall Goldsmith-certified leadership coach, author and seasoned researcher, Nancy brings her 10-plus years in communications expertise and research in psychology to elevate workplace connections. She works with C-suite executives, heads of HR and training/recruiting, managers, business owners and team leaders across many industries. Nancy also delivers workshops and talks to universities, leadership organizations and networking groups, all with the aim of cultivating clear, effective and productive communication dynamics. For more information visit www.nancyrburger.com.

LocalBizSC.com  Q3 2022

How can a leader weave these behaviors into their communication styles?

The most effective leaders are alike in one crucial way: they all have a high degree of what has come to be known as emotional intelligence. ■ Behaviors of a Leader with EI

Practical tips for communicating with EI BE OPEN By sharing concerns, stressors, and mistakes, a leader can create a safe place for others to do the same while fostering a healthy culture that both embraces vulnerability and encourages innovation and collaboration. ACTIVELY LISTEN

What are easily identifiable behaviors that reflect EI in a leader? • Admitting mistakes and/or weaknesses • Asking for help • Showing willingness to engage in tough conversations • Presenting ideas clearly • Exhibiting optimism • Controlling impulses and remaining measured in the face of disruption • Inspiring others

To ensure that others feel heard, pause after listening, then repeat back some of what was said. I often refer to this as “listening with your tongue” because it encourages staying rooted in the present moment in silence while giving full attention to the other.

■ How can a leader develop EI?

In all communication a leader should focus on the ‘why’ of the organization instead of just on the ‘what’ and ‘how.’ Purpose-driven organizations are more successful, and employees who feel connected to that purpose are more engaged. Avoid long, wordy slide decks and the use of jargon. People are better equipped to understand concepts that are presented in a clear, fresh and simple way.

Even if a leader is sorely lacking in EI, they can start the process of developing the necessary skills by: • Asking for feedback. The first step is to gain awareness around what skills need improvement by willingly accepting honest feedback from stakeholders. • Administering anonymous employee surveys. Administering anonymous surveys can help in this process if the leader embraces the feedback with humility, vulnerability and accountability. • Hiring a leadership coach. A coaching engagement can provide added support not only in cultivating EI skills but also in demonstrating to followers that the leader is leaning in with commitment and resolve. It is important to note that beyond the personal work, a leader also must foster a culture in which EI is encouraged. This starts with establishing a strong core-value system built on the expectation of EI-centric behaviors and by modeling that value system every day by demonstrating vulnerability, self-control and optimism. An emotionally intelligent leader not only sets the tone for the workplace but also creates a safe space for followers to do the same, therefore fostering a culture of trust and openness. In such an environment people will become more willing to ask questions, make mistakes, challenge ideas and take risks. Emotional intelligence may not be a firm requirement for leadership, but it is a firm requirement for leaders who want to build trust, loyalty and healthy cultures that last. ■

PURPOSE AND CLARITY ARE KEY

TELL STORIES A leader can make presentations engaging and accessible by using storytelling to provoke mental images and sensory experiences. Personal stories are even better, as they create warmth and evoke vulnerability. VALIDATE Acknowledge a concern, worry or complaint before responding or trying to “fix” the problem. Use phrases like, “I understand that you’re concerned about X,” or “I can see where Y would be difficult for you.” Then dig deeper by asking open-ended questions like "Tell me more about your experience,” or “Can you expand on that a bit further?”

Q3 2022  LocalBizSC.com

INSPIRATION & INNOVATION

The not-so-secret key to effective communication IT MAY NOT BE NATURAL BUT IT IS POSSIBLE BY DON HARKEY

I have taken many personality assessments over the years, and most of them tell me that I have a low degree of empathy. Empathy is a complex topic. Psychologists Goleman and Ekman have identified three different types of empathy. These include:

COGNITIVE EMPATHY: Cognitive empathy is the ability to recognize how another person is feeling and what they might be thinking. It means you can understand the emotions and their source, but you aren’t consumed by them.

Don Harkey Don Harkey’s first responsibility as CEO is to his team. He also spends time speaking at conferences and associations across the country, evangelizing the idea that organizations that create empowerment and alignment end up being much more successful. Don loves it when business owners and organizational leaders learn how they can discover and unleash the talent right under their own noses. He also loves to see employees start to realize their own potential. If you’d like to learn more about what it means to become People Centric, contact Don Harkey at PeopleCentric.com.

LocalBizSC.com  Q3 2022

EMOTIONAL EMPATHY: Emotional empathy occurs when a person actually feels the emotions coming from another person. In a way, emotions are contagious to someone with emotional empathy. If a friend feels sad, the person with emotional empathy will start to feel sad too. COMPASSIONATE EMPATHY: Compassionate empathy occurs when someone cares about the emotions of another person. Just because you understand the emotions (cognitive empathy) and/or feel the emotions of others (emotional empathy) doesn’t mean that you are naturally moved to help the other person. People with high compassionate empathy often work to help everyone they can.

Personally, I believe I have high cognitive empathy. I generally do a good job of reading the emotions of other people and guessing about why they might feel the way they do. It makes me a good consultant in many situations because I can detect underlying issues with our clients and help them to overcome them. However, I fall short on emotional and compassionate empathy. It’s not that I don’t care, it’s simply that I’m not consumed with other people’s emotions. I’ve been told many times in my life that when other people are upset, I remain very even and logical. At times this is a strength because it allows me to think clearly while other people are struggling with strong emotions. I can sometimes be a calming and logical presence who helps people to recover from emotional outbreaks and figure out the next best steps to take.

At other times, this has been a weakness. This has really come to my attention as I’ve worked with Bethany on our team. Bethany has high empathy. I would say she has high cognitive empathy (she is amazing at recognizing feelings and possible thought processes behind those feelings), some emotional empathy (she feels what others feel, but it doesn’t consume her), and she has high compassionate empathy (she wants to help everyone). Watching her interact with people has taught me the power of empathy. While I can’t change how I fundamentally think, I can change how I respond to people, and I’ve noticed something simple that Bethany does that has been especially powerful. She acknowledges emotions when she sees them. For example, Bethany talked with a supervisor about how he manages his team. He struggled with several challenges over the past few weeks, and he was frustrated. My approach would have been to jump into the following steps by exploring what actions we could take. But Bethany took a moment. She let the supervisor vent for a few minutes and then acknowledged the emotions by saying, “that must be very frustrating for you.” It was such a simple thing to do, but it was mighty. The supervisor took a breath at the acknowledgment and

agreed. He did a little more venting, and Bethany again acknowledged it. “It seems like you only want the best for your people, but they don’t seem to acknowledge that from you,” she offered. He agreed again, paused and asked about the next steps. Taking an “empathy pause” is a simple way to help people transition from feeling to thinking and to show that you care (note: hopefully, you do care!). I’ve started to use the empathy pause in many of my conversations, and I’ve found it very well received. People appreciate being heard, and taking the time to acknowledge the emotions present before trying to fix them helps the other person transition. Humans don’t think logically and emotionally at the same time. We have to process our emotions before we can think more logically about our next steps. The empathy pause helps create that transition for the other person. So the next time someone gives you bad news or expresses frustration about something in their lives, practice the empathy pause. Before moving on, take a moment to say, “Wow, that stinks,” or “That must be hard.” Then, when the other person is done venting, see if you can help them figure out the next steps forward. You’ll find that you can use the power of empathy to help people, even if you aren’t naturally empathetic. ■

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donryancenter.com Q3 2022  LocalBizSC.com

INSPIRATION & INNOVATION

Turns out that “circling back” to talk about the “company culture” as we navigate this “new normal” really is as annoying as it sounds. Love it or hate it (and most people hate it), corporate buzzwords are commonplace at most businesses. While most jargon is intended to be useful corporate shorthand or give names to concepts that aren’t easily translated in common speech, work-related meme accounts and corporate parody TikToks have probably shown up on your social media for a reason.

It’s time to put a pin in these corporate buzzwords BY HANNAH MASSEN

When overused (which, let’s face it, is pretty often), buzzwords can come off as vague, superficial, or just plain annoying. In fact, the National Society of Leadership & Success, an honor society with chapters at more than 700 universities, surveyed more than 30,000 of its 18- to-30-year-old members to find what phrases are particularly irksome to millennial employees, and the results likely won’t surprise you if you’ve spent any time in corporate America. ■ HANNAH MASSEN is a Content Creator at SmartMarketing Communications, a marketing, creative and public relations agency. As an avid writer with an interest in technology, she creates blogs, newsletters and social-media content to build brands’ digital presences one post at a time.

LocalBizSC.com  Q3 2022

“IN THESE UNPRECEDENTED TIMES…” Back in 2020 almost every business – from small, family-owned restaurants to multi-million dollar companies – worked this phrase into their pandemic response outline. But two years into the pandemic, people are over the disclaimer and are more eager to hear what you’re doing right now to get back to business as usual.

“CIRCLE BACK” You probably heard this (or even said it) at least once during your last Zoom meeting. “Circle back” is usually used as a way to gently table a discussion topic, but if you aren’t clear about when you intend to revisit the issue, it sounds more like you’re trying to put a discussion off until…never.

“BANDWIDTH”

If you’re still trying to “leverage” buzzwords, don’t. Especially if they’re on this list of cringeworthy phrases.

Although saying “I don’t have the bandwidth right now” seems like a nicer alternative than simply saying no, sometimes it’s better to be straightforward about your workload and time constraints. Saying, “I can’t take on a project of this size right now, but I’d like to revisit this at the end of June,” will keep you from sounding like a flake.

“MOVING THIS TO THE TOP OF YOUR INBOX…” Supposedly friendly followups already come off as passive-aggressive, but people find this not-so-sweet way of saying “put this on the top of your to-do list” particularly egregious because it implies that their inboxes are under control in the first place.

“DIALOGUE” This is a classic case of why nouns shouldn’t be turned into verbs, especially when there’s a perfectly good verb ready to stand in its place: talk. “Dialogue” has more syllables than “talk,” so maybe it sounds more serious and businesslike. But if you haven’t already picked up on this article’s theme, it’s that when it comes to corporate communication, less is usually more.

“DRILL DOWN” This phrase started in information technology, used with a very specific meaning: to access hierarchically organized data down through the successively deeper levels. Then it began circulating in the general business realm and now means looking at something in detail. As if “drill down” doesn’t sound jargon-y (and borderline aggressive) enough, people also say “drill up,” “drill around” and “drill in.”

“SYNERGY” “Synergy” is a good example of why sometimes shortened phrases are necessary, even if they’re overused. This decades-old buzzword basically means that you can have a greater impact by working with another person or business than by going it solo. What a mouthful! Even so, synergy has become the poster child of corporate jargon, leaving some employees wondering if they’re going to lose their jobs if they don’t hit it off with Lois from HR.

“TOUCH BASE” And finally, the pièce de résistance: “touch base.” This phrase took first place as the most hated buzzword in a Glassdoor survey, so next time you want to get in touch with someone, skip the “I wanted to touch base with you” opener and cut to the chase.

Q3 2022  LocalBizSC.com

INSPIRATION & INNOVATION

“Put yourself in your customer's shoes.”

Your business has one chance to make a great first impression. Here’s how to get it right. You probably remember a time when you walked into a store (or any business, for that matter), and things just felt off. The merchandise was a mess, you were the only one in there, and the person behind the front desk seemed like they had better things to do. Chances are that was the first and only time you shopped there, and you might even warn your friends to steer clear. Now put yourself in your customer’s shoes: would they have a similar reaction on their first visit to your business, or are you going out of your way to make a great first impression? If you’re leaning toward the former (or just wouldn’t say you’re going out of your way), here are three things you should be doing to impress your customers right off the bat. ■

LocalBizSC.com  Q3 2022

KEEP IT CLEAN

PEOPLE ATTRACT PEOPLE

Restaurant and retail business owners know the importance of keeping a clean space – or, at least, they should. Having items strewn around the store, an unappealing exterior, or worse, bad smells coming from the back will give the impression that buying from you is a similarly unorganized and unpleasant experience, so never underestimate the power of standardized rack spacing or a little curb appeal. But this also applies to business owners in other industries, including those who operate solely online. Your digital storefront should be equally appealing as any brick-and-mortar business, and it should create a seamless experience for customers that encourages them to stick around (and hopefully come back).

Have you ever bought from a business that had no reviews, no online presence, or you have hardly ever seen a soul go in or out of the front door? Yeah, didn’t think so. People attract people, which is where word-of-mouth marketing comes in. Encouraging reviews, feedback, and recommendations from customers is one of the top ways to bring in new business, as people are typically more likely to trust the opinions of their friends than the minds behind an advertisement. According to a “Global Trust in Advertising” study from Neilsen, 83 percent of people polled said they trust the recommendations of friends and family, and a similar study found that 92 percent of people trust recommendations from other people – even strangers.

MAKE IT PERSONAL During your business hours, customers should be able to get hold of somebody who is a) not a chatbot, and b) is willing to go the extra mile to help them find the right product, service, or solution. In other words, great customer service is key, online and in-person. So try to go beyond the basic, “Let me know if I can help you find anything,” but no matter what you say, you’d better say it with a smile.

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Creative crutches GRAPHIC DESIGN PLATFORMS FOR THE ARTISTICALLY CHALLENGED BY LESLIE T. SNADOWSKY From branding to marketing to sleek in-house presentations, graphic design is an integral part of any business. But if you can barely draw a stick figure, and terms like shape, color, space, form, line, value, and texture sound like another language, what do you do if your boss asks you to whip up a creative flyer or brochure? Several design platforms are capitalizing on the general workforce’s lack of artistic flair and have inspired the talentless to produce infographics, ads and marketing materials that look like they were outsourced to a slick Madison Avenue ad agency. ■

LocalBizSC.com  Q3 2022

CANVA Launched in 2013, Canva is an intuitive online design and publishing powerhouse with a mission to empower everyone in the world to design anything and publish anywhere. Currently valued at $40 billion, Canva helps users create logos, posters, business cards, flyers, graphs, charts, videos, resumes and presentations. It has more than 400,000 templates from which to choose, and you can use it for free, buy a Pro subscription for $119.99 a year for up to five users or buy a $30-a-month option for a minimum of 25 users. canva.com

DESIGN WIZARD Choose from a static graphic editor and a video editor to create impressive image designs and videos in minutes. Its free features allow users to resize designs, upload fonts, photos and logos, and create custom color palettes. Its curated content will inspire you to make amazing designs with its library of more than one million premium images, thousands of high-quality videos, illustrations, graphics and more. Plus, every video and image in Design Wizard’s library has been licensed for commercial use, protecting you from any copyright complications. There are free basic plans, pro plans for $9.99 a month and business plans for $49.99 a month. designwizard.com

PICMONKEY This platform is owned by Shutterstock, a leading global creative platform offering full-service solutions, high-quality content and applications for brands, businesses and media companies. That means you get access to Shutterstock's comprehensive collection of high-quality licensed photographs, vectors, illustrations, videos, 3D models and music. PicMonkey specializes in photo editing and brags about its Photoshop-like tools that are easier to use, including Touch Up, Color Changer, Edge Sketch and Posterize. Basic subscriptions cost $7.99 a month, Pro subscriptions cost $12.99 a month, and Business accounts cost $23 a month. picmonkey.com

SNAPPA This Canadian platform helps users create graphics for social media, ads and blogs. Thousands of templates and more than five million free, high-resolution and “totally not cheesy” stock photos are available. You also can share your graphics to Facebook, Twitter and other popular social media platforms without leaving Snappa. You can get started for free, upgrade to a pro membership for $10 a month and a team membership for $20 a month. snappa.com

VISME This all-in-one design tool boasts free educational content built to give non-designers the resources to become amazing visual communicators. Its drag-and-drop editor, data and visualization tools and professionally designed templates make it easy to use. Also founded in 2013, Visme has 4.5 million users in 120 countries. Basic subscriptions are free, personal accounts cost $12.25 a month, and business accounts cost $24.75 a month. visme.com

Q3 2022  LocalBizSC.com

SALES & MARKETING

You heard it here first HOW TO IMPLEMENT A WORD-OF-MOUTH MARKETING STRATEGY BY THE WORD-OF-MOUTH MARKETING GURUS AT SMARTMARKETING COMMUNICATIONS Shoutouts. Positive comments. Reviews and recommendations. They all seem like pleasantries – small pats on the back – until you realize they are your most valuable marketing assets. Because if a customer is trying to decide between two brands, they will go with whichever one their friend, aunt, or roommate recommends, no matter how much time you put into that Facebook ad. According to a “Global Trust in Advertising” study from Neilsen, 83 percent of people polled said they trust the recommendations of friends and family, and a similar study found that 92 percent of people trust recommendations from other people – even strangers. Although word-of-mouth marketing is based on feedback, reviews, and recommendations from your customers, it is also an active strategy. The goal is to create brand ambassadors for your business that will help you attract new leads by promoting your products and services. But how do you encourage people to give you good reviews without sounding pushy, or worse, fake? Here are some ways you can use word-of-mouth marketing to bring in more business.

LocalBizSC.com  Q3 2022

ENCOURAGE SOCIAL MEDIA ENGAGEMENTS When it comes to social media, engagements (comments, likes, and shares) can be even more important than the post itself. Engagements that count as word-of-mouth marketing include: • Social shout-outs. This includes mentions of your brand and tagged posts. • Employee advocacy. In short, this is when employees or colleagues boost your promotions and content on their own accounts. • User-generated content and hashtags. Customers share photos of their photos, experiences, or purchases. Typically, these posts are attached to brand mentions and hashtags. • Positive comments. Endorsements and positive feedback in the comments section is gold for businesses looking to attract more customers. Encouraging engagements is where your content and word-of-mouth marketing strategies might overlap. Not only do engagements boost your standing on most platforms’ algorithms (resulting in more eyes on your content), they also show that there are existing fans of your products and services. Aside from directly asking people to like or comment, try hashtag marketing, create interactive content (like polls, quizzes, or chat boxes), or sponsor a giveaway.

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BE ON POPULAR REVIEW SITES Whether or not your business has a physical location, you should absolutely have profiles on Google Business, Yelp, NextDoor, Tripadvisor, Angie’s, or other review sites. At the very least, direct followers to leave you Facebook reviews. You can repurpose positive reviews by posting them on social media, and addressing the less-thanstellar reviews will make you look proactive and dedicated to customer care.

EXTEND YOUR BRAND’S REACH THROUGH EMPLOYEE ADVOCACY If you’re relying solely on your business' social media profiles to get the word out, then your reach is largely restricted to your own followers. Encourage your employees and partners to share more about their experience working at or with your company on their own accounts. You never know which of their friends is in need of your products or services, and as an added bonus, employee advocacy is an example of word-of-mouth marketing where your brand has a sense of control over conversations and comments.

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KEEP THE CONVERSATIONS GOING When you see your brand mentioned or tagged online, you want to respond ASAP – but with more than a simple “Thanks!” Try to ask a question or include a CTA as a way to keep the conversation about your business going. For example, you might reply with, “It was a pleasure to serve you at our restaurant! What dish did you order?” or “It always makes us happy to hear from customers like you :) FYI – we’re restocking that item soon in new colors! Check out our website for more information.” ■

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843.422.3372 eaglecreations16@gmail.com www.eaglecreations16.com Q3 2022  LocalBizSC.com 41

SALES & MARKETING

A meaningful gift can say so much IT REALLY IS THE THOUGHT THAT COUNTS

A PERSONAL NOTE While handwritten notes are not dead, they do seem to be dying. The US Post Office reports that the number of personal letters mailed has declined over the past decade. That is unfortunate because a thoughtful, personal note can touch someone’s heart more than an expensive gift or a discount and it is free to do. OK, it does cost about fifty-five cents for a stamp, but a personal note’s true value is priceless.

A GROUP ACTIVITY Humans are innately social animals, which is why the isolation of the pandemic took its toll on so many. When combined with the solitude of working from home, people need and appreciate opportunities to gather. With that understanding and just a couple of hundred dollars, you can fill their need for human connection. Sure you could take your team to lunch or take a customer to dinner, but that is not special. For the same cost, you can create an experience that is meaningful and memorable. Two local ideas: • Rock ‘n Ribs on October 14-15. Treat a group to live music, Southern food and your hospitality at this food and music festival. Tickets are available at rocknribshhi.com. • Savannah Ghost Pirates. Hockey has come to Savannah and promises to be a fun time for fans and future fans. Group seats and private boxes are available for your gang. Visit ghostpirateshockey. com for more information. There are many ways to thank employees and customers that can range from zero dollars to hundreds of dollars. Believe it or not, often the monetary value of the gift does not matter as much as the thought that was put into it. Employee and customer retention is in crisis mode for many businesses as customers want to shop online and employees want to work from home. Before another valuable person exits your doors for good, reflect on the heartfelt things you have done to earn their loyalty. If you can’t think of many, don’t fret. Here are some ways to communicate that you do appreciate your employees and customers. ■

A GIFT TO SHARE It is hard not to smile with joy and anticipation when opening a gift basket, wondering what treats you will pocket for yourself and what you will share. Give that joy to an employee or customer any time of the year because gift baskets are not just for birthdays or Christmas gifts. A basket of Lowcountry treats is always appreciated and has the side benefit of supporting local businesses. Here are some occasions you may not have thought of to recognize with a sweet treat: • Birthday or anniversary • Thank you for referring someone • Congratulations on the completion of a project • Welcome to a new home or pet • Just because For custom gift ideas, visit eaglecreations16.com

LocalBizSC.com  Q3 2022

A PERSONAL TOUCH Nothing is as classy and thoughtful as a handwritten note, especially on elegant stationery.

THE GIFT OF FUN Surprise employees or customers with a fun activity that they will remember and cherish. Game on!

A GIFT TO SHARE A basket from Eagle Creations can be personalized and customized for any budget.

Q3 2022  LocalBizSC.com

SALES & MARKETING

Seven steps for giving better feedback BY HANNAH MASSEN

Whether you’re a business owner, manager, or employee, the people you work with are bound to make mistakes or need some extra help. There’s no question about that. But it’s how you give feedback that can mean the difference between a valuable learning experience and a “slap on the wrist” that leaves coworkers scared to approach you again. Feedback, when delivered effectively, is one of the most powerful tools you have at your disposal. A piece of constructive criticism can improve employee performance while improving the levels of trust and communication in your office (which is worth several pricey leadership webinars alone). But while that’s all well and good in theory, most people don’t respond well to feedback, even if they ask for it. When people’s intentions, effort, and abilities are called into question, they often feel backed into a corner, which is when a psychological “fight or flight” response kicks in.

LocalBizSC.com  Q3 2022

Most bosses and managers understand that employees are uncomfortable receiving criticism, and this feeds their own hesitancy to deliver it. In many instances, a manager is concerned that they will risk damaging a relationship with an employee if they offer criticism, so they delay or avoid giving it. In other cases, a boss or manager might not have been trained in delivering feedback and they come off as too harsh, leaving both parties angry and regretful later. You’ve probably been on “the other side of the desk” at least once in your life, so you know how deflating it can be when your boss rattles off a laundry list of critiques without a hint of empathy. But that’s not the only way to get through to your employees. It’s completely possible to give constructive suggestions to your coworkers that are both productive and insightful without making at least one of you feel like trash. Use this seven-step model to do just that. ■

EXAMINE YOUR INTENTIONS Before you so much as email your employee, take a minute to examine your own intentions. Is the purpose of your feedback to punish the employee, get something off your chest to make you feel better, or is it to help your employee improve because you genuinely care about them? There is a time and place for the first two reasons, but you may want to take a day or two to process your own feelings about the situation before you come charging out of the gates with a lecture.

Focus on an employee’s behavior (what they do) rather than their personality (what they’re like). Consider these two examples from “The Secret to Giving Constructive Criticism” and think about what type of feedback you would like to receive:

ASK PERMISSION

Example 1: “Your arrogance is causing a problem.”

You never want to launch into a veritable performance review without giving the other person a heads-up. Why? Offering unsolicited advice can immediately put the other person on defense mode, starting the conversation on an emotional high and closing them off to any useful information you have to share. Opening the conversation with a quick, “Hey, do you have a minute for some notes on your pitch deck?” will help them prepare for what they’re about to hear, positive or negative.

KEEP IT PRIVATE Don’t criticize publicly – ever. This includes emails where other managers or staff members are not-so-casually CCed into the conversation. For people who don’t like being the center of attention, being praised publicly can be uncomfortable, so you can imagine how a public scolding might make them feel. Always offer feedback in a private email or office where the conversation can happen – and stay – between the two of you.

BE SPECIFIC AND TIMELY Saying, “I wasn’t impressed with your presentation” is a lot less effective than saying, “Your presentation last Tuesday didn’t include the scope of work and timeline we discussed. What happened?” Employee feedback should be solutions oriented, crystal clear, and timely for maximum impact. Be open to their reasons, but come prepared with concrete points on how they can apply the feedback in the future.

FOCUS ON PERFORMANCE, NOT PERSONALITY

Example 2: “When you interrupt me in front of a client, it causes a problem.” Example 2 is clearly the better choice as it’s focused on the person’s behavior, while Example 1 takes a jab at the person’s character, which will only make them resentful.

PAUSE

FOLLOW UP

Giving a full-blown dissertation about what your employee needs to do better is about as effective as talking to a brick wall. After you’ve said your piece, stop – then ask for the other person’s reaction.

Receiving feedback isn’t easy, but implementing it can be even harder. Instead of treating feedback conversations as a one-and-done, follow up with your direct report and show appreciation when you see improvement along the way. This will show them that you care about their success, and it can motivate them to keep up the great work.

Q3 2022  LocalBizSC.com

SALES & MARKETING

Your brand has a voice. Can you hear it? When you hear an ad on TV or drive past a billboard, you probably don’t even need to know the advertiser’s name to know it’s promoting one of your favorite brands. Like a close friend, you can recognize their tone and phrasing anywhere: Spotify’s is edgy, concise, and direct, Mailchimp’s is laid-back, conversational, and humorous, and Fenty Beauty’s is dramatic, bold, poetic. Now that’s the power of a great brand voice.

WHAT IS A BRAND VOICE? Think about the last time you spoke to a friend on the phone. Caller ID aside, how did you know it was her on the phone? You were probably to recognize her voice right away – specifically her speech patterns, language, and the way she tells stories. You also can picture the last time you had a conversation with a stranger. What sort of words did they use? Were they outgoing or shy? And most importantly, how did you feel after speaking with them? A person’s voice is usually synonymous with their personality – and brand voice isn’t much different. The difference is that while you might change your voice to suit different occasions, your business’ brand voice is the language it uses across all forms of communication, from official statements to social media captions. A great brand voice should reflect your company culture, your core values, and what you do. Pull this off, and you’ll increase your brand loyalty tenfold as well as pull in new customers that resonate with your brand voice. But how exactly do you translate your mission to messaging? Let’s break it down.

LocalBizSC.com  Q3 2022

CREATING A BRAND VOICE Start with your mission statement If your business has a mission statement (which hopefully it does), then congratulations – you have all the elements of your brand voice right in front of you. Take a closer look at your company values. If you pride yourself on transparency, eco-friendliness, and ethical sourcing, your business has a distinctly modern edge. If your mission statement includes phrases like “customer service” or “community,” then you probably care about connecting with customers. Those qualities can be directly translated into your brand voice.

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If there’s one thing your brand voice should be above all else, it’s authentic. With that said, there is value in analyzing top-performing content from similar companies or your competitors and considering why they work. Maybe a competitor business is publishing content that includes pop-culture references, or perhaps they dive deep into original research to bring more value to their customers. No matter what your competitor is doing, their brand voice is already resonating with your audience, so it may be worth taking a page out of their playbook.

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If your target audience doesn’t resonate with your brand voice, then you’re missing the mark. Your messaging should be based on your customer’s demographics and psychographics, including their ages, locations, interests, beliefs, and needs. It may be helpful to create a buyer persona – or a fictional character used to represent a member of your target audience – and ask yourself what kind of language would speak directly to them. Who would your buyer persona want to be friends with? Does she like to read formal literature, or does she enjoy funny, short-form content? And if she does like to laugh, how would you describe her sense of humor? The more specific you can be, the better.

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Put it in writing

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Remember when we said that your business’ brand voice is the language it uses across all forms of communication? The best way to ensure that your entire business is aligned in using that brand voice is to put its key characteristics in writing. Create a communications document that outlines the defining traits of your brand voice (i.e. witty, commanding, direct, knowledgeable, etc.) as well as a few example sentences that show how those characteristics sound in action. You might even include a do’s and don’ts list (i.e. do use humor where appropriate, don’t use too much jargon). ■

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SALES & MARKETING

Five types of workplace miscommunications (and how to fix them) BY HANNAH MASSEN

Ask couples what the secret to a happy marriage is, and nine times out of 10, you’ll get the same answer: good communication. The same is true for workplace relationships, where communication is key to working as a team rather than as a bunch of individuals that are paid by the same company. But for all the good that proper communication can do, poor communication can cause just as much harm. Missing a message, accusations, or failing to get everyone on the same page, can derail projects, lose clients, or worse – damage relationships between coworkers. Miscommunications can throw an otherwise well-oiled organization into chaos, but understanding where they come from can help you clear things up before it’s too late. Here are five common types of miscommunications and ways to fix them. ■

THE POORLY WRITTEN EMAIL Written communication is just as important as its verbal counterpart – especially with more people than ever working from home. So if your directions or requests aren’t entirely clear, don’t be surprised when your coworkers come back with the wrong document or a PowerPoint that isn’t quite, well, on-point. If you’re writing a long, detailed email, scope document, brief, or list of directives, have a coworker look it over before you send it to the entire team to help you spot the holes you missed. Another aspect of avoiding these types of miscommunications can’t always be established in one email, and usually takes years to build: your approachability. Consistently remind your team that you’re here to help if they have questions so that they know they can come to you when something’s not clear.

THE SURPRISE RESPONSIBILITIES Anytime you charge your team with a task, you need to set clear expectations for not only what the result should be, but how every person on that team will contribute. The same goes for job descriptions, in general. For example, how will your social media content creator also know that they’re responsible for running analytics reports unless you tell them? Be specific, or you may be disappointed.

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JULY IS INJECTION MONTH Look younger without the cost, discomfort or downtime of surgery. THE MISLEADING WORD CHOICE Even in a workplace where everyone speaks the same language, words and phrases might mean different things to different people – especially if you’re in a jargon-heavy industry. Make sure that new hires are familiar with industry terms during their onboarding process, or offer definitions in emails or presentations. If you feel like someone misunderstood the point or intention of something you said, try to rephrase the message at least one other way to clarify what you mean. This can feel redundant at times, but you’ll learn more about how your coworkers interpret your phrasing and might save you some conflict down the road.

THE BLAME GAME Speaking of conflict, no one likes to play the “blame game.” Even a little “he said, she said '' can create tension in the strongest teams, which is why you should avoid making unproductive accusations. Your coworkers should feel like they can own up to their mistakes. Create a culture where people can take responsibility without fear of losing their jobs.

RADIO SILENCE No communication is a miscommunication. If you fail to acknowledge the elephant in the room, that’s a recipe for business disaster. So, no matter how ugly or frustrating the issue at hand is, talk about it. If it’s not clear who’s tracking down your next inventory order or whether or not a customer’s issue has been solved, don’t just let it slide and hope for the best. Ask.

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SALES & MARKETING

Show and tell: How to use body language to better your sales pitch 50

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When it comes to selling, how you say something is just as important as what you say. You can spend hours on your pitch deck or rehearsing key points, but if you back into a corner and stare at your feet when it’s time to present, no one will remember anything but your posture. Used strategically, body language can emphasize your argument and make it resonate with your audience. Want to create a positive atmosphere? A smile and a few well-timed nods can lighten the mood. Ready to drive home a point with a prospect? Consider taking a few steps towards them. Here’s how to make sure your movements are reinforcing your message. ■

DON’T CLOSE YOURSELF OFF Confident speakers all have one thing in common: their posture. Seasoned sales people emphasize their confidence by keeping their bodies in a more fluid and functional version of the “power pose” (chin up, hands on hips, and feet firmly planted). Rolling back your shoulders, straightening up, and casually holding your arms at your sides will make you appear both relaxed and self-assured. Hunching your shoulders and crossing your arms will make you appear defensive, and customers are much less likely to buy from brands that don’t seem honest about what they’re selling.

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Small, unconscious movements can make you appear more nervous than you actually are. Stay mindful of small movements like rubbing your chin and neck, messing with your hair, bouncing on your feet, or fidgeting in your seat.

ALIGN YOUR FEET When your body is not facing the person with whom you are there to interact, it invites distraction – from objects around the room, other people, or your thoughts. It also indicates to the other person that you’re positioning yourself for an easy exit. The easiest way to stay facing the person you’re speaking to is to point your toes towards theirs, keeping your body from turning or twisting away.

MAKE EYE CONTACT, BUT BE CAREFUL Making eye contact is the best way to show someone that you’re invested in what they have to say, but while too little eye contact can seem distracted or disinterested, too much eye contact is intimidating. You don’t want the other person to feel like you’re staring them down, so change things up based on where you are in the conversation. For instance, a flash of the eyebrows upon first seeing a prospect provides a feeling of familiarity and warmth.

GESTURE NATURALLY While you shouldn’t fidget, gesturing is a great way to keep someone engaged. Open gestures, small gestures, and gestures that involve your head, arms, and hands are best.

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HUMAN RESOURCES

Are you setting the right expectations for your employees? WHY CLEAR JOB DESCRIPTIONS ARE IMPORTANT

Have you ever worked in a job where you weren’t quite sure where your responsibilities start and end? Confusing and frustrating, wasn’t it? That’s probably because you didn’t have a job description. Why job descriptions are important: having job descriptions is one of the indicators that your business is “growing up,” that you’ve gone from a bootstrap startup to an established

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business. They show that your business is setting up a structure that employees can count on and brings you closer to being an “employer of choice.” A written job description helps when advertising a job or interviewing candidates. Job seekers read your posting as a screening tool, and you’re trying to attract the best candidates. Internal consistency is important when developing a bank of organizational job descriptions. A

specific format, font, logo and other elements streamline and standardize the appearance of your documents. Consistent language such as frequently used terms can help create cohesiveness throughout all your job descriptions. Remember – you’re taking a step up in the world, and you want your documents to have your company’s “feel.” Good job descriptions need the following sections:

ESSENTIAL JOB FUNCTIONS

List the functions an employee is expected to accomplish, beginning each sentence with an active verb, e.g. “answer questions about the product” for a sales role. Note that some functions are more important than others. If a candidate can’t accomplish most of the essential functions, you might want to hire someone else or move a current employee who can no longer accomplish the essential functions into another position.

KNOWLEDGE, SKILLS AND ABILITIES

Some are critical for the job. For example, a school bus driver must know the rules of the road, have the skill to drive a large bus and the ability to see. If any of the crucial KSAs are missing, a person can’t do the job.

JOB TITLE

This seems obvious, but using the right job title denotes the compensation level. There’s a difference between a sales assistant, salesperson, sales consultant and sales engineer. Use the word you mean.

JOB CLASSIFICATION

Specific compensation and responsibility requirements separate nonexempt and exempt employees. Worker misclassification is a big deal with the Department of Labor. You can’t just make everyone salaried. That mistake can cost you five and six figure fines and penalties.

REPORTING STRUCTURE

To whom will this person report as his or her supervisor?

PHYSICAL DEMANDS

Some physical demands are essential to the job. For example, a furniture delivery driver must be able to lift heavy items. Someone in building construction needs to be able to work in extreme temperatures. Candidates need to know these expectations before they apply.

QUALIFICATIONS

Make necessary education, experience, licensures and certifications consistent with the job requirements. Don’t ask for a college degree if it isn’t really required because knowledge can be gained through education, training and experience. If the job requires certification, state the requirement in the job description. You also can distinguish what is required and what you prefer. Other requirements, such as having a driver’s license, could be considered discriminatory if having a license is for your convenience rather than required for the job. Distinguish between need and convenience to avoid discriminatory effects.

SIGNATURE LINE

JOB SUMMARY

A one- or two-sentence summary of the job would be the answer to “what does someone in this position do?” LINDA KLINGMAN has been a human resources manager for small businesses through global organizations for over 20 years. She earned master degrees in human resources and education and is certified by the Society of Human Resources Management. Linda owns HRCoastal, a certified woman-owned small business and provides human-resources outsourcing to small businesses in the Lowcountry.

At the bottom of the job description, include a line where the employee can sign the job description. If it ever comes to a legal issue, you’ll have proof that the employee knew the expectations. Make sure that you give the employee a copy. As your company grows and hires more employees, job descriptions may change, and you may need different levels within the job, e.g. assistant, technician, supervisor, manager. Make sure that you’ve classified each correctly so that you don’t run afoul of the Labor Department. If you need help, contact an HR professional or attorney. Using well-written job descriptions is a big step in having your business being taken seriously and becoming an “employer of choice.” ■

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HUMAN RESOURCES

Get comfortable with uncomfortable FIVE WAYS TO START THE HARD DE&I CONVERSATIONS YOU MAY NOT KNOW HOW TO APPROACH BY KELLY MCDONALD Organizations of every size want to know how to “do better and be better,” but many don’t know where to begin. Here are five ways to start having difficult conversations about DE&I (diversity, equity and inclusion) at work:

1. START SMALL Set the example with your team by naming the elephant in the room. When you acknowledge the awkwardness that you feel, (and probably everyone else does, too), it eases the tension in the room. People are often so afraid of saying the wrong thing that they will say nothing. Naming the elephant in the room also validates others’ feelings of discomfort and provides a sense of relief (“Whew! I’m not the only one who is uncomfortable here!”). Here’s an example of how you could start the conversation: “I’ve never talked about race at work before, and I am unsure how to do it now. I feel a bit inept and clunky, and I don’t think I am going to be very eloquent. I hope you’ll bear with me. I can imagine it feels awkward for you, too.” Those are honest words. People trust someone who speaks openly and honestly. KELLY MCDONALD is a speaker who specializes in consumer trends and changing demographics. She is the president of McDonald Marketing and has written four bestselling books on the customer experience, leadership and marketing — all from the standpoint of working with people "not like you.” Her newest book, It's Time to Talk about Race at Work, debuted at No.1 on a top business bestseller list. You can learn more about the book and McDonald's work by visiting kellycmcdonald.com.

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2. EXPRESS SINCERE INTEREST Many companies and organizations are so focused on DE&I that they are tying it to their executives’ compensation. That’s fine – unless executives are only going through the “diversity motions” to get their bonuses at the end of the year. Without a sincere desire to do better, a conversation about race at work will come across as disingenuous, gratuitous and opportunistic – because it is. Sincerity shows. Make sure your intentions and those of your team leaders are genuinely focused on creating a better workplace for all. 3. TALK LESS, LISTEN MORE When team members start opening up and sharing their experiences and insights, listen with your full attention. Don’t judge others’ feelings. And don’t interrupt to refute their experience. For many White people, it’s hard to hear what people of color and other diverse individuals have experienced or gone through. It’s common to try to downplay or refute those experiences by saying things like, “Well, that was a different era – that wouldn’t happen now.” Or “All people aren’t like that – you just came across some bad people.” Saying things like that diminishes their experiences. Just listen – and consider the insights and stories you hear as a gift.

Ask questions to better understand the other person’s viewpoints. Validate emotions and show compassion. By talking less and listening more, you’ll create an environment in which people feel free to share their true feelings and experiences. 4. DISCUSS, DON’T DEBATE The purpose of having a professional dialogue is to discuss, ideate, explore and collaborate, usually to solve a problem or create new opportunities. If your team starts debating issues of diversity, equity and inclusion, refocus the conversation on your goal, which is to develop a plan going forward. Debates drive people into different sides of an issue. And once someone chooses a side, it’s very difficult to get them to consider other viewpoints. Here’s an example of how to handle a heated conversation: “Steve, I don’t want to debate this with you. I want to discuss it with you. The reason we’re talking about this is to figure out a course of action. Tell me your point of view. I’m listening and I want to understand.” By reframing the conversation to develop a course of action, it moves it out of debate mode and into collaboration mode.

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5. PUSH THE PAUSE BUTTON IF YOU HAVE TO If a conversation has gotten out of control to the point where everyone is upset, don’t try to force a resolution - that’s the time to pause and step away from the subject for a period of time. It’s in the best interests of everyone so that no one says something they’ll regret, which can be disastrous for someone’s career. Say, “I don’t think we’re communicating effectively now, and this is too important not to have a constructive conversation. Let’s take a break and pick this up again tomorrow.” The most important part of this is the last sentence: it’s imperative that you let your team know that the conversation is not over. State clearly that you’ll be picking this back at up at a specific day or time – this conveys your commitment and dedication, even in the heat of the moment. Most of us were never taught how to have conversations about race, diversity, equity and inclusion. We lack skills in this area. But skills can be acquired – and honed. It becomes easier with practice and consistency. If you tackle this with sincerity and a desire to learn, you and your team will make progress. ■

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HUMAN RESOURCES

How to get faster responses from your coworkers (without going over their heads)

SPONSE E R D I P A R

BY HANNAH MASSEN It’s Monday morning at 10 a.m., but you’re feeling great. After you get this last item from Jim, you’ll finally be done with the major project that’s due on Friday. You draft a quick email request to Jim, hit “send,” then go about your day. By Tuesday afternoon you still haven’t heard back from Jim, but that’s OK. The project isn’t due until the end of the week, and you’re sure you’ll hear back from him tomorrow. Wednesday morning rolls around, and still no word from Jim. Zero, nada, zilch. You consider emailing him, “WTH, Jim?! It’s a short, quick reply!” but instead, you send an “As per my last email…” follow-up. And by Thursday you’re really starting to get nervous. You think, this is ridiculous. It’s such a simple request. What’s the holdup? Now, you’re weighing your options: you could stop by his desk, try calling him, send him a text, or even CC his boss on the next email. But what should you do? We can all picture ourselves as the main character of this story for a reason. While two heads are almost always better than one, it can be hard enough to rely on other people at work to get your own job done, let alone finish full-team projects. Everyone has a “Jim” in their life, and it feels like the only time you get a quick response from him is when he’s on vacation and his email auto-reply is on. But don’t despair. There are ways to get faster responses from your coworkers (without having to go over your their heads).

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SAVE “EMERGENCY” SUBJECT LINES FOR REAL EMERGENCIES If every other email you send comes with an all-caps subject line or contains words like “urgent,” “ASAP” or “emergency,” your coworkers will start to read them as “boy who cried wolf” situations. In other words, if you make every situation seem like an emergency, Jim will be slower to respond when it really counts. If your deadline is tomorrow, and you need that final project piece now, go ahead and turn your caps lock on. But if you’re asking for last week’s sales reports out of curiosity, give your people some grace.

ASAP!!!

DON’T APOLOGIZE Sorry to bother you. I hate to clog up your inbox. I’m sorry to be emailing you again. Sound familiar? When you’re sending a polite email to someone like a hiring manager, apologies can be a respectful way to segue into the rest of your email, but when you’re eagerly awaiting a response that someone legitimately owes you, you have nothing to be sorry for. You’ve done nothing wrong.

HELP!

CUT TO THE CHASE If you need a fast response from someone, chances are you’ve already sent that person at least one email, and those emails likely contained a lot of pleasantries or background information. Make it easy for the recipient to send you exactly what you need by cutting to the chase in your followup. For example, you might write: Hi, Jim, Just reminding you that I’m still missing your contributions to our presentation on Friday. Can you please send me the following items by 5 p.m. today? • Quarterly growth report • New client logos Thank you!

TRY OTHER METHODS We’re used to relying on email – and for good reason. It’s a fast, effective way of communicating that doesn’t have our phones buzzing all day long. But sometimes a phone call or, even better, an in-person chat is the best way to get your point across. We’ve all opened emails, vowed to respond to them later, then forgotten all about them within the hour, so sometimes it takes going directly to the source to get the job done.

OUTLINE YOUR NEXT STEPS If all else fails, it’s time to describe the steps you’ll take if you never get the response you need. No matter how many tactics you try, there are some people who just won’t get back to you, and that’s when you send your final follow-up email with a note that explains what you’ll do if they don’t reply. You might say something like: If I do not receive these items by the end of the day, I will move forward with the report with a note explaining that your contributions were never received. Aggressive? Yes. Effective? Definitely. ■

Q3 2022  LocalBizSC.com

MONEY MATTERS

ABCs of ETFs PLAYING WITH YOUR PORTFOLIO BY LESLIE T. SNADOWSKY

For those taking baby steps into investing, ETFs, or exchange-traded funds, may be the shiny new toy you’re looking for. They trade live on an exchange like individual stocks, but at a lower cost. They also allow you to invest in a lot of different types of securities all at once. And, even though they are passively managed, some ETFs have shown to produce returns that rival mutual funds over time.

■ HOW IT WORKS ETFs don’t sell assets, but they sell investment opportunities to profit off of asset performance. And it's that broad diversity of exposure to different products, stocks, bonds, commodities and currencies in varied economic industries that make ETFs so appealing to investors.

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ETFs also offer a lot of transparency. You can track prices and performance daily on the Internet, and can learn what the ETF is investing in easily, instead of having to wait to read about it in a quarterly report. Generally, ETFs have fewer tax burdens. ■ SHORT TERM OR LONG HAUL Stock ETFs can be considered as long-term investments. Commodity ETFs allow access to capitalize on a diverse group of physical assets like gold or oil, but you need to do some digging to see what the ETF actually entails, from asset ownership to equity stakes in subsidiary companies. Bond ETFs are considered low-risk investments and they don’t mature like individual bonds, International ETFs are low-risk ways to test the waters abroad and Sector ETFs allow for the opportunity to invest in the growth of an industry from real estate to marijuana without having to risk investing in a single sector-specific company that may go up in smoke. ■ ROI ETFs offer a lot of advantages to investors including profit exposure to a variety of assets. ETFs trade like stocks and their price fluctuates throughout the day (unlike mutual funds). There is no minimum investment, and commission fees are much lower. They are also easy to buy and sell, usually online, and can help build a fixed-income for retirement. But, you need to consider commission fees, and that your stake in an ETF may be harder to sell than a stock or a mutual fund. Plus, when an ETF liquidates, if not enough people buy into it, you may be faced with selling your shares short. ■

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MONEY MATTERS

Are you all REIT? INVEST IN REAL ESTATE WITHOUT OWNING ANY

With national rent and home prices hitting all-time highs, it could be a tough sell to find real estate you can afford and even harder to snap it up before someone beats you to it. Instead of buying physical real estate, and dealing with all the brick and mortar headaches, you could invest in REITs, real estate investment trusts, or companies that own and operate income-producing apartment buildings, malls, warehouses, hospitals, hotels and storage units. According to Nareit, the National Association of Real Estate Investment Trusts, REITs collectively own more than $3.5 trillion in gross assets across the U.S., representing more than 500,000 properties and have an equity market capitalization of more than $1.35 trillion. ■ HOW IT WORKS REITs were created by Congress in 1960 to provide a real estate investment structure similar to mutual funds so investors can buy affordable equity stakes in real estate companies without having to own any pricey properties themselves.

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REITs are required by law to pay out at least 90 percent of their taxable income to shareholders. That income is generated by rents and lease payments from real estate holdings. It’s because of this tax structure that many investors look to REITs for big payouts. REITs also can buy and finance real estate more competitively because they don’t pay corporate-level taxes. To qualify as a REIT, a company must invest at least 75 percent of its total assets in real estate, and earn at least 75 percent of its gross income from rents from real property, interest on mortgages financing real property or from sales of real estate. They are managed by a board of directors or trustees, have a minimum of 100 shareholders and have no more than 50 percent of their shares held by five or fewer individuals. Nariet found 145 million Americans own REITs through their retirement savings and investment funds. ■ APPRAISING THE OPTIONS Equity REITs are companies that act like landlords. They own income-producing real estate, manage it and collect rent.

“REITs are required by law to pay out at least 90 percent of their taxable income to shareholders.”

Mortgage REITs (mREITS) don’t own property, but they buy mortgages and collect monthly payments and earn income from interest. Hybrid REITs are a combination, plus they also own and operate commercial real estate ventures and mortgages. REITs can be publicly traded like stocks; public, non-listed REITs (PNLRs) are registered with the SEC but do not trade on national stock exchanges; and private REITs are exempt from SEC registration and their shares do not trade on national stock exchanges. ■ ROI While REITs have been shown to outperform the stock exchange and private real estate investments with consistent dividends, boast ease of purchase and transfer and display less volatile behavior, REITs do incur a lot of debt. And since they also distribute a large amount of their profits, they may be slow to grow. For the buyer, investors have to pay taxes on REIT dividends if not held in an IRA, and sometimes buying into a REIT, especially a non-traded one, can be expensive and limited. ■

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MONEY MATTERS

The Gilded Age GIVE YOUR PORTFOLIO SOME POLISH BY LESLIE T. SNADOWSKY Gold is a commodity that has been valued since the dawn of time, and, with a Gold IRA, you can profit from it and other precious metals including silver, platinum, and palladium as a qualified retirement investment. While a Gold IRA can be pricier to manage than a traditional or ROTH IRA, many don’t mind because gold is considered a good hedge against market uncertainty and inflation. Gold crowned the market at $2,074.88 an ounce during the Covid pandemic in August 2020, and again at $2,074.60 an ounce in March 2022 when domestic inflation woes were becoming evident. ■ HOW IT WORKS Congress sanctioned the golden opportunity to use gold and other precious metals as securities in 1997. Gold IRAs are usually added to diversify an investment portfolio. The Golden Rule is that gold’s value usually goes up in times of economic turmoil, whether from a market disruption due to Federal stimulus initiatives to geopolitical unrest. As your grandmother probably told you, “gold will always be worth something.” With a Gold IRA you can invest in physical coins, bullion and bars, or opt to cash in on a gold stock or mutual fund or an exchange-traded fund that tracks a gold index. If you choose the first option, you need to find a broker to buy the gold, that has to be approved by the IRS, and you have to find a licensed custodian, like a bank or a trust, to store it. You can’t keep your gold at home or in a personal safety deposit box. ■ GOLD STANDARD While Gold IRAs are considered “alternative investments,” they can keep your portfolio balanced. When your stocks and bonds drop in value, Gold IRAs could make up the slack due to their inverse asset nature. Many advisors caution against putting more than a third of your retirement funds into a Gold IRA, because gold prices can fluctuate as well. If you scrap the idea of investing in pure gold, you can still claim positions in ETFs, stock in gold mining companies, precious metals mutual funds and commodity futures. ■ ROI You can roll over existing IRA or 401(k) assets to fund a Gold IRA, and Gold IRAs will show their strength when traditional markets start to decline. Plus, contributions made to traditional IRAs are tax deductible and you can withdraw tax free from ROTH IRAs. But, all that glitters is not gold. Even though gold is one of the few commodities the IRS allows IRAs to invest in, it doesn’t pay interest or generate income and its value depends on price appreciation. And, because of the intricacies of setting up a Gold IRA, you may have to incur seller’s fees, custodian fees and storage fees. Last, when you reach the end of the rainbow, you’ll have to deal with cash-out fees. Some Gold IRA companies agree to pay wholesale rates, but expect to take a hit nonetheless. ■

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MONEY MATTERS

What customers want, what they really, really want LET YOUR CUSTOMERS CHOOSE HOW TO PAY

Pay phone

69 percent of retailers saw an increase in contactless payments during the pandemic, and 94 percent expect that increase to continue over the next 18 months. In-store or proximity mobile payments grew 29 percent in 2020 as mobile became the preferred method.

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In addition to mentoring and training resources, SCORE provides helpful information and research (see infographic on the right) to help small businesses make better decisions. How customers want to shop and pay is constantly evolving and even though this graphic is dated 2017, these trends have held and reflect the market today. What started as a desire for contactless payments is now an expectation as customers have mobile payment capabilities enabled on their devices and want to pay with their phones.

The coronavirus pandemic sped up digital payment developments worldwide, and the United States was no exception. Indeed, the United States saw a more significant increase in NFC (near field communication) penetration than other countries worldwide. NFC is only one type of mobile payment, a category that can include mobile wallets used in a physical store and QR code payments. These payment types are also pushing the technology to include, in the near future, crypto and cash wallets like Zelle and Venmo. “The mobile payment option is one of the most major payment shifts only accelerated by Covid,” said Tamara Bream, partner at Equity Payment Options. “Our customers want handheld terminals and contactless payments because their customers are demanding it. Many consumers don’t even carry cash or checks and only carry their phones.” Small business owners are busy and wear many hats, so a new payment system may seem daunting. The mentors at SCORE and local payment processing companies can make the transition easy so even the smallest business can meet, or exceed, customers’ expectations. ■

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Q3 2022  LocalBizSC.com

MONEY MATTERS

How to save time and make money IT’S EASIER THAN YOU THINK Managing employees is labor-intensive. From scheduling to performance management to payroll, it all takes time. So much time is eaten up in the day-to-day operation of a small business that there is little time left for marketing and customer relations management. What if we told you that you could manage your employees and marketing better and save time and make more money? Whether you operate a one-person shoe repair store, a busy icecream shop or a multi-channel retail enterprise, you can work with your point-of-sale system provider to take your business to the next level. Your POS provider should act as a business advisor, not as a payment terminal salesperson. We asked two leading payment processing experts which underutilized POS features can make the most significant difference for a small business. We asked about the Clover System because that system is one of the more modern and locally available systems. Clover terminals and technology are impressive and affordable.

EXPERT 1: CARLA RAINES One of the most powerful but often underutilized features of the Clover system is the built-in loyalty program. A loyalty program may seem complicated to run but Clover does all the work and is included in the cost. A business can customize offers, enroll customers at checkout or in the app, award points, allow customers to redeem offers and provide feedback. This all can be custom branded so even the smallest business can easily present a professional image and rewarding program. One of the most powerful features of a good POS system for a business is the customer knowledge it gives the business owner, and knowledge is power. A loyalty program uses that knowledge to create happier customers and more revenue. EXPERT 2: JEFF MAINE Managing employee shifts and schedules is one of the most cumbersome and time-consuming tasks in running a small business. Clover’s Time Clock lets a manager schedule, manage and pay employees all in one place. The app also will send employees alerts reminding them about upcoming shifts, which helps with reducing no-shows and late arrivals. Time Clock integrates with your schedule to monitor labor costs, keep track of budgets and view real-time sales in one place. Additional employee management tools, like tip pooling and the commission calculator also save time for accounting. For our clients, time is money, so we work with them to get the most from the Clover system. ■

LocalBizSC.com  Q3 2022

Cash or check BY CARLA RAINES Business owners are battling inflation and increased labor costs and are seeking avenues to reduce expenses. One option that many are adopting is a cash discount program that incentivizes customers to pay by cash or check, offsetting payment processing costs for business owners. The cash discounts app for Clover will significantly trim down the annoying processing fees paid by a business. The app is fully compliant and easy to download and use on a Clover system. It seamlessly integrates with Clover Service plans – which means it’s accessible to all business owners – no matter what product or service you’re selling. The app does all the calculations and provides reports. By utilizing the app, a business will see immediate positive results to its bottom line.

RESOURCES

Nowhere to hide FREE APPS THAT KEEP TRACK BY LESLIE T. SNADOWSKY Gone are the days when calling was your only option. If someone can’t get to you at work by email, instant message, or text, messaging app companies like Slack stepped in to fill in the gaps. Capitalizing on connecting coworkers with the information they need across multiple devices and platforms, SLACK (slack.com) is credited for transforming the way organizations communicate with its many Internet Relay Chat (IRC)-style features, including chat rooms organized by topic, private groups and direct messaging. But Slack isn’t the only collaboration tool that boasts speed, usability and efficiency to keep you connected at the office and on the go. There is a bevy of free, hosted enterprise solutions guaranteed to find you, wherever you are. ■

CHANTY You can create and assign tasks on Chanty’s Teambook and use its channels/ public conversations, private messages, screen sharing and video and audio calls. It’s good for up to 10 users, includes 20GB per team, offers unlimited messaging and search history and a dedicated support line. chanty.com FLEEP This team chat and collaboration app focuses on project management with areas for tasks and pinboards. Every Fleep conversation has a task board where you can create tasks, assign them to the right people and track progress. You get unlimited messages and search and 10 GBs of storage. fleep.io MICROSOFT TEAMS This app is used by more than 250 million people at work, home and school. It integrates with Office 360, which makes it easy to share files and collaborate with up to 300 users. It includes channels/ team private messaging, a comprehensive message search, guest access, screen sharing and video and audio calls. microsoft.com ZULIP Offering real-time chat with email-style threading, Zulip stands out for its chat experience that helps users focus on messages that pertain to them (while weeding out the irrelevant ones). Some features allow staff to collaborate across teams without having to create more channels and you can subscribe to specific streams with topics (that are unique to this app). Free plans include 10,000 messages of search history. zulip.com

Q3 2022  LocalBizSC.com

RESOURCES

SCORE SC Lowcountry program supports minority-owned businesses HOW TO MAKE A DIFFERENCE IN THE LOWCOUNTRY BY KAREN CASEY Did you know that Hardeeville in Jasper County and Bluffton in Beaufort County are the top two fastest growing cities in South Carolina in 2022, per the American Community Survey by the US Census Bureau? Our community is ethnically diverse and with its continued growth, businesses need capital. According to the National Small Business Association, 41 percent of small businesses say a lack of capital is hurting their ability to grow. For America’s Main Street businesses, having access to capital means the difference between hiring and layoffs. The pandemic exacerbated the needs of small businesses. While the various SBA programs, (Paycheck Protection Program and the Economic Injury Disaster Loan Fund), provided assistance, some minority owned businesses were bypassed by these programs. Other business owners were uncertain or unclear on how to apply for the SBA programs and some just did not know they were available. Beyond business owners trying to survive, the pandemic led to job losses and many people turned to starting their own business. Many of those businesses struggled.

How did SCORE SC Lowcountry help minority-owned businesses? SCORE SC Lowcountry recognized that serving the entire community is critically important to its chapter. SCORE SC Lowcountry is a nonprofit that provides free, confidential business mentoring to clients that want to start or grow a small business in Beaufort, Jasper, Hampton, or Colleton counties in South Carolina. SCORE SC Lowcountry saw the need to assist minority-owned businesses in its community and created the Minority Small Business Award Program. The SCORE Chapter created a committee of experienced SCORE mentors to develop this program. Michelle Gaston, a new member of the SCORE Chapter in 2021 and recently awarded the Rookie of the Year award for the chapter, jumped in and agreed to be the chair of this committee.

LocalBizSC.com  Q3 2022

The committee networked with local community leaders and organizations to understand the needs of minority-owned businesses. Based on this feedback, the committee created the outline of this program and requested grants to fund these awards. Wells Fargo and Truist became the primary sponsors of the program. The committee asked local community leaders to participate as an advisory committee that would review and score all the applications and decide who should receive awards. Five local leaders volunteered for this very challenging role. They include: Anthony Brockington, small and minority business program manager, South Carolina Commission of Minority Affairs Brianne Buckner, teacher, Colleton High School – Colleton County Sheree Darien, executive director and founder of nonprofit, Second Chance Outreach – Jasper County Dr. Roy Hollingsworth, Hampton County Council member Eric Turpin, executive director of the Native Island Business and Community Affairs Association (Beaufort County) This program was focused on the four counties SCORE SC Lowcountry serves – Beaufort, Jasper, Hampton and Colleton. Primary eligibility was applications from businesses that are owned 51 percent by Black, Hispanic, American Indian and Asian business owners and are starting or have a small business (fewer than 25 employees) in one of the four counties. The awards were up to $2,500 each.

What’s next?

High score!

The results of the Minority Small Business Awards Program were: 80 applications were received; 24 were sent to the advisory committee for scoring and interviews. Eleven were awarded a total of $27,500.

SCORE SC Lowcountry performed a followup review and developed lessons learned at the end of this program. From the feedback, it was determined there is a need for business literacy training for small business owners. Business owners needed assistance in many areas including marketing, understanding financial statements and other topics. The SCORE Chapter is getting ready to launch the 2022 program and Wells Fargo has recommitted funds and the chapter is looking for additional grants to help expand this program as well as industry leaders who will be part of an expanded advisory committee and volunteers who can assist in mentoring and administrative roles within the chapter. ■

IMPACT ON THE COMMUNITY The best way to measure the impact on the community is the feedback from the people who were involved and the recipients of the awards. “I am overjoyed to be one of the fund recipients. This grant will be vital to the growth of my business. I can’t thank SCORE enough for recognizing the needs and hardships of small minority businesses and using their platform and knowledge to allow us to stretch and expand is unimaginable ways.” — Sonya G., award recipient “It was gratifying to be a part of the SCORE Minority Small Business Program Advisory Committee. The program itself provided assistance to underrepresented entrepreneurs seeking supplemental funding to grow their businesses. I feel that our efforts in supporting these businesses help create jobs, support families, and overall strengthens the community."

KAREN A. CASEY (CPA, CFP) is a certified SCORE business mentor and is chair of the Partnership Committee.

— Dr. Roy Hollingsworth, Hampton County Council member, advisory committee “The expansion into Colleton, Hampton, and Jasper counties, the prescreening and mentoring efforts of countless SCORE SC Lowcountry volunteers, and the administrative efforts undertaken to make the program successful are a testimony to the dedication of our volunteers and their desire to help our minority communities.” — Michelle Gaston, SCORE mentor and chair of the Minority Small Business Award Program. SCORE Team

Q3 2022  LocalBizSC.com

RESOURCES

The anatomy of a press release HOW TO EFFECTIVELY COMMUNICATE WITH THE LOCAL MEDIA

Editors are inundated with requests to write about everything from a company or product to a business leader or local volunteer to a lost dog or found cat. The most important, and often overlooked step, is to craft a compelling press release. To help with this first step, we have provided an outline of a basic press release. The difficult part is to write your release in such a way that it will capture the attention of an editor. Send us your press release to info@localbiz.com with the subject line, "How's this for a press release." We will give you some free advice to make it better. ■

PRO TIP

LocalBizSC.com  Q3 2022

To increase your odds of success, personalize or customize the release for each media outlet and follow up with each frequently after sending the release. It can pay to hire a professional public relations company that knows the local editor and understands what it takes to get published.

1 2

Basic structural components of a press release

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It’s nobody’s business but your own.

8 9

1. HEADLINE Make it an enticing summary of your story. It should be two lines and written in Title Case. 2. SUBHEADING Provide a short detail of the story to add intrigue 3. DATE AND LOCATION Include the date and location at the start of the first paragraph. (BLUFFTON, July 1, 2022) 4. PARAGRAPH 1 A brief summary of your company and your announcement: who, what, when, where and why. 5. PARAGRAPH 2 Expand the detail, explain exactly what your company does, provide more detail on the announcement. This can be a quote from a leader or customer. 6. PARAGRAPHS 3-4 Explain the importance and support with data and sources, including quotes. (One paragraph may be enough) 7. FINAL PARAGRAPH Provide a quote, providing the company's perspective on the announcement. 8. BOILERPLATE Place your company's 'about us' paragraph here. It should be factual and not embellished with sales or promotional language. 9. CONTACT DETAILS

Boost Your Business KEEP A COPY ON YOUR DESK AND GET ADDITIONAL COPIES FOR YOUR TEAM. LOCAL Biz helps Lowcountry businesses not only survive, but thrive with helpful information, tools and tips delivered in a style that is easy to read, informative and actionable.

A multi-media B2B brand that educates and engages with a connected community of like-minded professionals.

Provide the contact details of the person whom the editor should contact for more information.

Subscriptions available online at localbizsc.com. Q3 2022  LocalBizSC.com

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Keep your lines of communication open ARE YOUR COMPANY DATA AND EQUIPMENT SAFE, SHOULD A HURRICANE HIT? BY MARK ROSSI When hurricane alerts begin, most people’s first thoughts are how to safeguard their homes and where they will evacuate should a storm hit. Unfortunately, businesses often forget to protect their equipment, safeguard their networks and enable communication with customers and employees should there be an evacuation. KML Computer Services provides clients with a hurricane checklist and remote services to help prepare for and manage through a storm. Below are some basic steps. It is critical to be able to connect and collaborate with your IT consultant during a storm to minimize business disruption. For example, KML Computer Services uses a remote access service that allows technicians to connect with a business’s computers to troubleshoot if needed.

KML COMPUTER SERVICES' BUSINESS CLIENT CHECKLIST FOR HURRICANE PREPAREDNESS

Back up all data and files, even on laptops. Consider saving data directly into the cloud in addition to local drives for added peace of mind and remote access.

Depending on the type of business you run, you may need to work with a service that provides the necessary backup security protocols (i.e. PCI, HIPAA, etc.).

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Assume your building will lose power for an extended period of time—plan for that. Assume internet connectivity to your office will be lost for an extended period of time.

Plan your return to deal with equipment affected by the storm since local utilities will be inundated with other more important issues first.

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Move your critical equipment off-site to a safe area above potential flooding.

Unplug critical equipment that may be affected by electrical surge.

Review the plan with vendors. Secure from them a clear understanding and commitment to the plan.

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.

LocalBizSC.com  Q3 2022

Identify potential co-working or off-site locations to perform essential tasks. Plan for closed roads. Have communications, data connectivity, desktops or laptops and workspace at those sites. ■

Time to unplug Do not leave

electronics plugged in during a major storm. Flooding can occur on any floor. Be sure that everything is removed from the floor and stored in a secure space away from windows.

Q3 2022  LocalBizSC.com

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Keeping it clean LOCAL AIRPORTS RAMPS UP EFFORTS TO ACCOMMODATE BUSINESS TRAVEL TRENDS BY LESLIE T. SNADOWSKY As business travel returns to the friendly skies after a pandemic hiatus, the Hilton Head Island Airport (HHH) and Savannah/ Hilton Head International Airport (SAV) are maintaining COVID-19 cleaning protocols to ensure safe and healthy travel. “The bar has been raised,” said Jon Rembold, HHH airport director. “There are different and better cleaning solutions that are being used that also may have longerlasting cleansing effects. That’s a big bonus. Plus, our cleaning crew is visible. We want them to be out there cleaning while people are in the terminal because there is a physical component to cleaning things, but there is also a psychological component to letting travelers see our efforts so they feel a little bit safer and healthier as they’re traveling through Hilton Head.”

MILE-HIGH

Business travel is rebounding, and airports are contending with business travelers’ COVID-19 baggage. Accounting giant Deloitte reports, “after two years of reduction to less than a quarter of its 2019 size, and months of continued setbacks due to COVID-19 variants, corporate travel is expected to climb back steadily in 2022.” “Daily passenger volumes at TSA checkpoints show that people are traveling again,” said TSA Administrator David Pekoske. “And we work continuously with our airport and airline partners to anticipate and prepare for higher traffic patterns.”

LocalBizSC.com  Q3 2022

CLEANING CUSTOMS

“If a leisure traveler decides that their comfort level isn't quite where they want it to be, they'll just postpone their trip or cancel it,” Rembold said. “While we don’t have a huge volume of business travelers at Hilton Head, we do have a surprising number of business commuters who may travel on a weekly basis to go work somewhere else and then live on Hilton Head. And cleanliness is very important to them.” Foregoing a county contract to hire a locally owned and operated company with specialized services, HHH approached Lowcountry Commercial Services to combat hygienic headwinds. Rembold said the company employs a two-part cleaning routine with a disinfectant cleaning spray and anti-microbial fog to address surfaces and airspace that bring germ eradication up to nearly 100 percent. “Lowcountry Commercial Services delivers the product that we need, and they do a great job,” he says. Rembold says they also post signage around the airport alerting passengers to the proactive approach.

WILLS • TRUSTS • ESTATE ADMINISTRATION IRA & RETIREMENT PLANNING

Pack your sanitizer TSA is allowing one liquid hand

sanitizer container up to 12 ounces per passenger in carry-on bags until further notice. These containers will need to be screened separately, which will add some time to the checkpoint screening experience.

GETTING ON BOARD

Not only did the airport’s cleaning formula take off, but Rembold said the airlines themselves committed to concessions. “The airlines wanted to make sure that their customers felt clean and safe and healthy,” he says, “so they increased their deep cleans on the airplanes. Pre-pandemic, deep cleaning didn’t necessarily happen every time an airplane turned over passengers and crews, but that changed with the pandemic. Now, every time a group gets off before another group gets on the airplane, the plane gets a deep clean. We have newer aircraft at Hilton Head Island Airport, and these newer aircraft have outstanding ventilation and filtration systems too.”

PLAYING IT SAFE

"The safety of our passengers, staff and tenants continues to be a top priority at Savannah/Hilton Head International," marketing manager Candace Carpenter said. "We initiated additional protocols following the outbreak in 2020, and we continuously monitor the status of the disease and remain in contact with our partners and stakeholders at the local, state and national levels.” ■

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843.815.8580 montgomeryestateplanning.com Q3 2022  LocalBizSC.com

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Want to be a great leader? Become a great presenter BY RICHARD ELLIS

In all my years coaching executives, I’ve never met anyone who didn’t want to become a better presenter. Why? Because business leaders know that powerful communications directly – and positively – impact their personal brands and professional reputations. Whether it’s a team meeting, a presentation to the board or a speech to five hundred people, great leaders need to be great presenters. Standing in front of a crowd and delivering high-impact remarks doesn’t come naturally to everyone. The good news is if you follow a few basic rules of the road, you too can deliver a great presentation.

10 SIMPLE RULES FOR GREAT PRESENTATIONS

LocalBizSC.com  Q3 2022

1 Tell your audience what you are going to tell them: Don’t make people guess where you are going, tell them what they can expect right from the top.

Create an attention grabbing opener: Your audience decides in the first two minutes of your presentation whether or not they are going to give you their attention. Give them something interesting from the start, and they will be more likely to listen all the way through.

3 Use your physicality: Much of how you communicate is non-verbal, so stand up straight, use eye contact, walk the stage, or sit on a stool to create intimacy. No matter what you do, try not to rely exclusively on a podium.

Watch and learn

Think of the best presenters you know and borrow their communication techniques. Try different approaches and find the ones that work best for you. This is how you build your communications comfort and confidence – and strengthen your leadership presence along the way.

Keep it focused: Gone are the days of the 60-minute presentation. We lose interest very fast, so keep your remarks to no more than 20 minutes. Only use slides if you really have to – if your audience is reading, they’re not listening.

Make it personal: Don’t be afraid to tell a quick story and use some humor. The best presentations are the ones that draw the audience in and offer a little levity.

7 Use analogies and metaphors: Like storytelling, analogies and metaphors draw a deeper, more interesting picture for your audience and help make complex points more easily understandable.

9 Read the room: Are your remarks landing with your audience? If you’re not sure, simply take a quick pause and ask. It gives you a break, and your audience will appreciate the check-in.

Emphasize what’s important: Take a quick pause after delivering your key points and don’t be afraid to repeat them for emphasis. Make it easy for your audience to take away what’s really important. Pace, tone and volume are critically important.

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Never read your script: Practice ahead of time – but don’t overdo it or you may lose your in-themoment energy. Use one page of bullet points to help guide your presentation more naturally. If you’re reading your script, you’re not reading the room (see my next point).

10 A powerful close: Like the attention-grabbing opener, a powerful close is critical to communications success. The wrap-up is your chance to re-state and re-emphasize your key messages. This is how you make sure people take away what’s most important.

Richard Ellis is the founder of Ellis Strategy Group, a global leadership consultancy. With more than 30 years of international business experience, he is an accomplished executive coach, high-impact business strategist and noted communications expert. Find out more about Richard at ellisstrategygroup.com

Q3 2022  LocalBizSC.com

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Common communication mistakes in the workplace

You already know that effective communication is critical to your business’s success, no matter what industry you’re in. But what you might not know is where you’re going wrong. Even seasoned executives are subject to making communication mistakes (which might not have anything to do with their grammar or word choices). Here are the top three communication faux pas you might be making at work.

LocalBizSC.com  Q3 2022

1. USING ONE-SIZE-FITS-ALL COMMUNICATION You’d probably be a little concerned if one of your friends replied to your text with, “Sorry, I don’t have the bandwidth to tackle this right now. Let’s circle back to this topic later,” just like you’d spend an hour trying to decode a text from your client that was littered with emojis. People don’t communicate with everyone in their life the same way, nor should they. But instead of lumping everyone into the broad categories of “friend,” “client,” or “coworker” to decide who warrants a text, phone call or email, try taking everyone’s individual psychology into account too. By definition, communication is the process of sending and receiving messages, so how the recipient processes your message can mean the difference between a successful exchange and a cluster-you-know-what. People interpret messages based on their background and life experiences, mindset, education and emotional intelligence, personality, and the context of their relationship with the sender – which is why you would be worried if your friend started sending corporate jargon over text. A seasoned professional in his sixties is not likely to consume communications in the same way that a recent college graduate does, so if you have a multi-generational team or work with people across vastly different specialties, you’ll have to communicate with each of them a little differently.

2. YOU SPEAK MORE THAN YOU LISTEN Communication is usually treated like an Olympic sport in the corporate world: whoever can run their idea down the field fast and hard enough wins. But if you’ve created a work environment where employees feel like they have to talk over one another just to get your attention, that’s your first problem. Employees learn from their leaders’ examples, so three things will probably happen if you talk more than you listen. First, your employees will do the same, creating more miscommunications (and headaches) for you to sort out later. Second, you’ll be less likely to hear about problems that are happening from the bottom up, allowing conflicts and mistakes to fester until they’re fullblown crises. And third, if employees don’t feel heard, they won’t feel valued either. So the next time your sales manager comes to you with a question, pause to really hear what they’re saying before throwing some more directives at them.

3. REACTING, NOT RESPONDING Picture this: it’s 3:30 on a Friday, and it’s been a long week. Your right hand is on vacation, shipments are majorly delayed, you’re scrambling to get ahead on paperwork, and you got a parking ticket yesterday. Great. You check your email one more time before you finally check out for the weekend, only to find an email titled “Customer Service Complaint,” explaining how one of your employees dropped the ball on a huge order for one of your best customers. Needless to say, you’re angry. You start writing an email that reads something like, “What is this, Jerry??? I don’t have time to deal with this – or you. Learn how to do your job, or I’ll find someone else who can.” You hit send – but feel a tinge of guilt immediately after. Now, Jerry has a nasty email from you in writing. And worse, you didn’t stop to consider why he messed up the order in the first place. Is there a larger issue with your internal software, or is this related to the shipping issues you’ve been having all week? Maybe he wasn’t even the one who filed and processed the order that day. Reactions are based on immediate impulses that don’t consider the long-term effects of what you say or do, whereas responses are guided by logic, context and critical reasoning. In other words, reactions are emotionally charged, while responses are the outcome of thoughtfulness and reflection. Learning to go from reacting to responding will dramatically improve your communication skills and help you handle conflict with ease. ■

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Little pivots that create extraordinary results BY RYAN LOCKHART Ask yourself one question: What does the “Sales Prevention Department” cost your company every year? A lot of people overlook some of the top fundamentals when it comes to growing a business. We ignore simple blocks, work around them without noticing or inadvertently lay down new ones. Every year I manage millions of dollars of marketing monies. We produce over $2 billion of revenues for our clients at group46, and the single biggest thing that any of our clients can do is reduce the friction between their customers and their solutions. Translating that principle into a discovery and implementation of steps that need to be taken is a process most don’t take or make the time for – and it’s costing them. Often when clients come to us with their headaches, they have one of two challenges – they don’t get enough leads, or they don’t get enough conversions. Those are the top two basic needs that bring people to group46. The prequel to that conversation is there are a lot of things you can do that don’t necessarily mean spending more money advertising for new customers, increasing followers, creating a viral trend or spinning wheels on whatever you’re doing to attract people. Too often we get caught up in loving our own solutions without noticing where we’re disconnected from the user experience or pouring money into attracting a following that aren’t our target customers – people who aren’t going to buy. We’re missing the gap between where the people are and where the people need to be to finalize the transaction. You can go through any business and find that gap in system breakdowns that create a friction point between not getting or getting a transaction. As a consumer we’ve all been there – on the edge to purchase, and then something happens that makes you purchase elsewhere. One bad process, one broken link, the wrong personal interaction or missed opportunity – you could be leaking profits from a direction that’s not on your radar. You can overcome most of these sales-prevention issues with a simple selfaudit of your consumer experience and related processes, visiting your transaction process from your client’s perspective and looking for ways to make it better: Hire a secret shopper to test a transaction and give you valuable feedback on issues or your consumer wish list – things they wish were part of your process or conveniences they’re missing and perhaps get through other entities. For instance, consumers are more open these days to digital interactions. Activating Google Maps on your website or other interactive tools like OpenTable could be what secures that impulse purchase – or loses it. Reverse-engineering your phone system to give people information they need or redesigning materials that make a sale simpler and more accessible, even reviewing something as simple as who is answering your phone and the information or training they’ve been provided could be the crossroads to retaining versus losing a customer.

LocalBizSC.com  Q3 2022

“Often when clients come to us with their headaches, they have one of two challenges – they don’t get enough leads, or they don’t get enough conversions.”

An award winning thought leader in advertising, Ryan Lockhart is a subject matter expert in both branding and strategic marketing direction. He is the Founder & President of group46, a boutique advertising firm located in Bluffton. We enjoy his thoughtful posts on LinkedIn.

There are basic practices within your business eradicating your ability to convert – bad habits in your sales-prevention department that eat away at your gross profit – and missed opportunity is probably one of the biggest issues. But consider how simple it is to turn the ship: Make life easier for your target market. Make it easy for people to give you money. Give people more options and fewer blocks. It’s a principle that tracks through every element of your business and is immediately measurable.

If you get one percent better every day, you will have doubled your output in 100 days. After a year you’ve doubled your bottom line. It’s not hard to bridge the gap between your customers, what they need and the solution you provide that meets their needs. Reduce the friction within that transaction – any type of friction. It’s part of what we find and solve through marketing consultation with group46, and it’s those little shifts and little pivots that, when combined and consistent, produce extraordinary results. ■

Q3 2022  LocalBizSC.com

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Partners in charity PHILANTHROPIC DRIVE LINKS PGA TOUR GOLF TOURNAMENT WITH LOCAL BUSINESS

CASE STUDY

PHOTOS COURTESY OF HERITAGE CLASSIC FOUNDATION

Must-see TV The RBC Heritage is broadcast in 28 languages to 197 countries outside the U.S. More than 1 billion households across the world can tune in to see Harbour Town’s famous candy cane striped lighthouse during Heritage Week.

The Heritage Classic Foundation has raised $47.5 million for nonprofits in South Carolina and Georgia since 1987. The nonprofit organization is dedicated to supporting educational and charitable initiatives to enhance quality of life and economic vitality, and it’s the official host of the RBC Heritage Presented by Boeing. “Not only are we using Hargray as a technology provider,” said Morgan Hyde, the Heritage Classic Foundation’s vice president of operations, “Hargray is also supporting our foundation. Hargray has been a partner with us since the beginning.”

LocalBizSC.com  Q3 2022

THE PROBLEM

UPGRADES, EVOLUTION PAR FOR THE COURSE In April, the 54th RBC Heritage Presented by Boeing attracted more than 100,000 people to Harbour Town Golf Links within The Sea Pines Resort. And for the first time, attendees all had mobile tickets that required Wi-Fi access. “Hargray has always stepped up to facilitate all of the technology changes that have come across our business for the TV networks and the PGA Tour,” Hyde said. “This year we changed to a mobile ticket, which meant that everyone who came onto our golf course had to get their tickets scanned off of their phones. We needed a lot of Wi-Fi in places that typically don’t have Wi-Fi, and Hargray immediately stepped in and made it happen.”

THE SOLUTION

BANKING ON HARGRAY TO ACE THE PROBLEM Transitioning from a traditional ticket system to an e-ticket platform could have driven the storied event into the rough, creating a hazard for both staff and spectators alike due to the large volume of tickets in multiple locations that needed to be scanned in a short period of time. “We went into areas out in the middle of nowhere, and somehow Hargray was able to get us Wi-Fi there,” said Hyde. “With 102,000 people, that put a big strain on our Wi-Fi backbone, but Hargray handled the ticket scanning and provided hot spots for our spectators to be able to use mobile apps to follow the golf tournament from their phones and their mobile devices without any problems.”

THE RESULTS

KEY TAKEAWAY

Hyde said he has been with the Heritage Classic Foundation since 1996 working with 89 registered charities and has worked with technology solutions from copper wire to faxes to regular phones to data-driven fiber solutions. He said Hargray has provided technological help “without a hiccup” every step of the way. “For the Heritage Classic Foundation, Hargray is an official sponsor and its official communications provider,” he said. “Not only are we using them as a provider, but they also are supporting our foundation and our events. Our job is to raise money for charities in our local regional area, and with Hargray it truly is a partnership with a common cause of charity.”

“Hargray is ingrained in our community,” Hyde said. “It’s not just a communications company. It has a number of charitable-driven projects within the company. It would be easy for me to tell somebody that Hargray has the technology and the expertise to help your business, but if you’re also looking for a company that thinks about charities and thinks about the community, use them if you have those same interests and goals. Build relationships with local companies that share your main core values.” ■

CORPORATE CADDIE: IT'S A HOLE-IN-ONE

LOOK FORE-WARD WITH COMPANIES THAT CARE

Q3 2022  LocalBizSC.com

ASK THE EXPERT

Five tips from a successful businessman FORMER SMUCKER’S EXECUTIVE AND ANIMAL RESCUE ADVOCATE CHUCK LAINE SHARES HIS ADVICE FOR SUCCESS BY EDDY HOYLE Chuck Laine has a long history with the Hilton Head Island Humane Association. He joined its finance committee in 2003 and two years later became the chairman of the board and still serves in that capacity. Under his leadership one of the largest public/private partnerships in Beaufort County was formed, and the result is the new facility on U.S. 170 that houses an adoption facility for the Humane Association and the Beaufort County shelter. Laine joined the J.M. Smucker Company (Smucker’s) in 1964 where he was immersed in a work culture in which every employee adopted the Basic Beliefs put forth by the company: quality, people, ethics, growth and independence. Laine said that he accepted this foundation as the basis for future strategy, planning and daily behavior and that the basic beliefs have served him well throughout his life.

LocalBizSC.com  Q3 2022

“Always remember the people part of life. Treat them the way you would like to be treated.” Laine joined the Army after graduating from Ohio University with a Bachelor of Science in commerce. He then joined Smucker’s and spent 34 years rising through the ranks from retail sales to the marketing department as vice president of marketing and finally as the vice president and general manager of the international market and natural foods business. In 1999 Laine retired and moved from Bath, Ohio, to Indigo Run, quickly got involved with his community and became the chairman of the Indigo Run Golf Club Board. He now lives in Windmill Harbour and enjoys golf and running. Here are his tips for success which he also has put into action at the Hilton Head Humane Association: All things are not equal “Learn to establish priorities,” Laine explained. “Everything is not equal.” Whether delivering long-term results to shareholders, building brands or investing in our communities, there will always be a multitude of issues. Understand what is truly important at any given time and learn to effectively prioritize. Focus! Whatever your objective, set specific goals. “Focus on accomplishing what you have established as goals,” Laine said. Don’t get distracted or lose sight of what you’re trying to achieve. Stay laser-focused! What’s your process? Laine recommends that all decision-making — in business and in life — should be handled in the same way. “Have a set format for making decisions. Put together a decision-making process that you always use, no matter how big or small the decision may be,” Laine explained. His process is to rank weighted benefits of every decision he makes.

Local since 1999

Chuck Laine is chairman of the Humane Association Board of Directors. He is pictured with with Nikki Haley at a special event, with Stu Rodman at a ribbon cutting, and with his dog, Danny Boy.

Remember the Golden Rule “Always remember the people part of life. Treat them the way you would like to be treated,” Laine said. At Smucker’s, Laine learned that everyone should be encouraged to reach their potential. The highest-quality people produce the highest results and should be treated ethically. Nothing to fear “Don’t be afraid to make a mistake,” Laine stated. “There may be something there in an idea or concept. Give it a chance, keep your options open and give it consideration.” He explained that it might lead to innovation, leading to the development of new products and new markets or the discovery of new capabilities. ■

Q3 2022  LocalBizSC.com

SMART STUFF

“If the person you are talking to doesn’t appear to be listening, be patient. It may simply be that he has a small piece of fluff in his ear.” — A.A. MILNE, WINNIE-THE-POOH

Stop, look and listen

Winnie-the-Pooh on the five rules of effective communication

Winnie-the-Pooh is a wise bear. He effectively communicates with humans, owls, a piglet, tiger and a shy donkey. How does he do it? He listens with his ears, brain, eyes and heart. Pooh once said “Some people talk to animals. Not many listen though. That’s the problem.” If the person you are speaking to appears not to be listening, according to Winnie-the-Pooh and Hearing Instrument Specialist Randy Rose of Rose Hearing Healthcare Centers, they may need their ears tested. Randy shares his tips to determine if hearing loss may be the cause of one’s poor listening. Being an effective communicator is a skill and, as with any skill, it takes practice and conscious learning. If courses, podcasts or webinars aren’t helping you hone your communication skills, you can always emulate everyone’s favorite bear. ■

1. To communicate, there must be an exchange of information.

2. All information exchanged should be as clear as possible. People find the most interesting ways to mess up communication. 3. The Information should be meaningful to the individual who is receiving it. 4. Always get confirmation that the message you are communicating has been understood. 5. Information can be given in many ways. The more you use, the clearer and more believable it will be. However, the message must be the same in all ways. Source: Winnie-the-Pooh on Management, by Roger E. Allen

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How to be more competent in 10 seconds Grammarly is a free app that will make your writing better. In fact, it gave us the option of choosing “more competent” for this article’s headline. You don’t need to be a magazine writer to benefit from Grammarly, you just have to be someone who cares that their writing communicates effectively, professionally and accurately. It is a free app that can be installed on your desktop and mobile devices to check word documents, emails and even text messages. Unlike spell check, it checks your grammar, sentence structure and superfluous words while offering suggestions.

Do you need Grammarly? TAKE THIS QUIZ Correct the sentence: The children that aren’t well behaved will not get pie. 1. The sentence is fine 2. The children, who are not well behaved, will not get pie. 3. The children who are not well behaved will not get pie 4. The children, that are not well behaved, will not get pie Complete the sentence: The color of the dress _________ her eyes. 1. Compliments 2. Complements Which is correct? 1. I will go to the concert irregardless of the time it starts. 2. Regardless of the time the concert starts, I will go. PRO TIP: If you use the word irregardless, download Grammarly now. How many did you get correct? See for yourself by downloading the Grammarly app or find answers on the LOCAL Biz Facebook page.

Q3 2022  LocalBizSC.com

SMART STUFF

They’re listening but don’t seem to hear you IT MIGHT A HEARING PROBLEM, NOT A COMMUNICATION PROBLEM If 15 percent of Americans suffer from hearing loss, you are probably working with someone who suffers, and you may not know it. (Source: Hearing Loss Association of America). In many cases people who have hearing loss may not even realize it themselves or want to admit it. This can create a challenging and awkward situation in the workplace, what one may call “a failure to communicate.”

Someone may have trouble hearing you if they: 1. Ask you to repeat or clarify 2. Tend to communicate by email 3. Avoid group discussions 4. Turn their head to one side to hear better 5. Look at your lips as you speak to them 6. Smile in agreement, even if not appropriate in the situation 7. Listen to the phone or Zoom on high volumes Ways to create a more comfortable workplace for people with hearing loss: 1. Ensure your company benefit plan includes hearing tests, treatment and aids 2. Speak clearly (not loudly) and don’t jumble words 3. Look at the person when you speak 4. Allow the employee to sit in a location free of background noise 5. Ask them for understanding after meaningful discussions 6. Tactfully suggest a hearing test “Many people do not realize the amazing hearing aid advancements that have been made,” says Randy Rose, hearing instrument specialist with over 40 years of experience in treating the hearing impaired and founder of Rose Hearing Healthcare Centers. Rose says, “Today, there are hundreds of hearing aids on the market that are comfortable, nearly invisible, and offer high fidelity sound quality. There are hearing aids that wirelessly connect to your TV through your smartphone, transforming your hearing aids into headsets. Fortunately, many company benefit plans cover a large part of the costs.”

LocalBizSC.com  Q3 2022

Take notice

Hearing loss is rarely sudden or total, unless you are exposed to an exceptionally loud noise or head trauma. It’s usually gradual — sometimes so gradual that your family and friends may notice the problem before you do.

RANDY ROSE’S CHECKLIST How to tell if you have hearing loss: • I have trouble understanding what people are saying. • I often ask people to repeat themselves. • I have trouble understanding conversations when there’s background noise, for example, at a restaurant or in a busy workplace. • I avoid social situations because I have trouble following the conversation. • I turn up the TV and radio to levels that others tell me are loud. • I often have ringing in my ears. • I hear in one ear better than the other. • I’ve been told that I have a hearing problem. As the workforce ages, hearing loss will continue to challenge employees and employers. Hence, it is essential to proactively control the environment and help employees who may suffer. Better hearing will improve their performance, but it also will improve their lives. ■

RANDY ROSE is president of Rose Hearing Healthcare Centers. He has over 37 years of experience helping the hearing impaired. Learn more at rosehearinghealthcarecenters.com .

Q3 2022  LocalBizSC.com

SMART STUFF

MAMA ODIE'S

Q3 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

Leo

Sagittarius

Your fiery sign is ready to turn up the heat this quarter, Aries, And while you might be ready to blaze through paperwork and pesky tasks you’ve been putting off, your energy isn’t the only thing getting turned up to 11; your temper is, too. There’s nothing wrong with asserting yourself, but before you go on a rampage (or ram-page – excuse the pun) and lay into your PITA client, consider how it could come back to haunt you.

Whether last quarter went out like a lion or a lamb (make it a lion, thank you very much), you’ll feel a jolt of renewal this June. Over the next few months you’ll be more motivated than ever to tie up loose ends, put past issues to bed and move on to the next thing – be it a project, relationship or job. You might be futurefocused right now, Leo, but be sure to stay intentional in the meantime. You don’t want to be so focused on the finish line that you trip up on your way there.

You run the risk of getting your wires crossed this quarter, Sag, so be sure to read that email a second time before you hit send. Typos, clerical errors or miscommunications could crop up over the next few months, so make sure all of your messages are crystal clear before you leave your coworkers scratching their heads, or worse, CC the wrong person. Yikes.

Taurus

Virgo

Hit the road, Cap, and don’tcha come back…can you hear it? Because we can. A summer vacation is calling your name now, Capricorn, even if a much-needed getaway is a “staycation” at home with your dog and bing-able new series. But your wanderlust isn’t limited to your physical location – you might be nosing around the job market too. Whether you’re ready to start a new “side gig” or switch careers completely, now might be the right time to make the move.

Make it official – no wait, don’t. Taureans have strong desires for social and corporate stability, but no matter how tempting it is to lock in a guarantee, think twice before signing on the dotted line. You might feel a little distracted this quarter by all the new business the stars are about to send your way, so going all-in on a new project or partnership is a little risky unless you’ve done your due diligence. Your lesson: any commitment deserves proper time and evaluation, no matter how eager you are to move forward.

If you can dream it you can do it, Virgo. Though your sign is known for its practicality (there’s a reason why you’re always put in charge of the Excel sheets), you might feel your head drift amongst the clouds this quarter. Use this introspective period to check in: how are you really? Are you feeling vibrant and inspired or in serious need of a break? Staying attuned to the present moment and your emotional state will improve your mindset.

Libra

Gemini

Spin to win, Gemini. You’re feeling lucky this quarter – and are willing to take a chance on a new venture that could pay off big time. The stars are sending you what the kids call a “major bag alert” as long as you don’t let your trademark indecisiveness keep you from hitting the jackpot. As long as the offer isn’t “too good to be true,” a little gamble could be well worth the reward.

Cancer

Stop hitting snooze, Cancer. As tempting as it is to crawl back into your shell (er, bed), your health and wellness routine is due for an overhaul this quarter. Take advantage of that company gym membership, meditate for 10 minutes before the kids wake up, or clean out the candy stash in your desk – whatever will help you show up as the best version of yourself on and off the clock. 90

LocalBizSC.com  Q3 2022

Time to get down to the nitty-gritty, Libra. Your word of the quarter is “actionable,” as the stars are urging you to put a plan in place and take concrete steps towards your goals. Inspired to start an online business? Take a class on SEO or digital marketing. Could your bank account use a boost? Set a budget you can stick to for the next six-plus months. You might be in it for the long haul, but in the words of Mark Twain, “The only way to get ahead is to get started.”

Scorpio

Fun fact: did you know that scorpions will shed their tails in order to escape predators? You might be willing to lose an arm and a leg right now if it meant escaping the constant stream of Slack messages, emails and tasks, but hang tight, Scorpio, and better yet, delegate. The stars are shining on any teams you’re a part of (or might be willing to join), so buddy up. Two heads (and sets of hands) are so much better than one.

Capricorn

Aquarius

Free up some space in your calendar, Aquarius, because you’re about to get a whole lot of e-vites. Networking and collaborations are top priority this quarter, and you'll be an in-demand guest wherever you go, whether that’s online or IRL. Look for kindred spirits to team up with, especially around a worldbettering cause or innovative idea. Take inventory: Where have you been out of sync with your circle? Patch up any faltering friendships and get fragmented group dynamics back on solid ground.

Pisces

You’re in taskmaster mode, Pisces. It's time to free up some mental space this quarter by dealing with all those little things that have been piling up. From the proposal you've been meaning to send out since February to making a new hire, you really have two choices: do it or drop it. And if it can’t be dropped, the stars are calling you to roll up your sleeves, pour another cup of coffee and get it done.

LINKS

LINKS LocalBizSC.com + Bonus Content + Digital Offerings Job Board Post your open positions and find links to other local job boards.

Social Channels Follow us on Instagram, friend us on Facebook and connect with us on LinkedIn (LocalBizSC).

The Biz Newsletter This weekly newsletter provides Lowcountry business owners with helpful information, tools and tips that are delivered in a style that is easy to read, informative and actionable.

Digital Edition Read the latest issue of LOCAL Biz on your favorite computer, phone or tablet.

Business Directory Find professional services and support for your business.

Zoom backgrounds Look even better on your next Zoom call with impressive and fun Zoom backgrounds.

Tool kit Find cheat sheets, e-books, infographics, marketing resources, guides and more.

Q3 2022  LocalBizSC.com

AFTER HOURS

Bar talk

GREAT PLACES TO HAVE A PRIVATE CONVERSATION BY IWANA BEVVIE "Sometimes you want to go, where everybody knows your name. And they're always glad you came. You want to be where you can see. Our troubles are all the same. You want to be where everybody knows your name” — Cheers

Best place for a private group THE BLUFFTON ROOM 15 Promenade St., Bluffton

For groups of 20 or more you can host a private lunch or dinner. Voted one of the top 10 percent of restaurants worldwide by Tripadvisor you are sure to impress your group and have a wonderful meal. Pro tip: It is a busy place so make reservations.

Best bartender to talk to WISE GUYS 1513 Main St., Hilton Head

All the bartenders are nice but if you want to learn more about your cocktail or wine, ask for Tony. He won’t steer you wrong and will know when to top you up.

TRY THIS! MOMENT OF TRUTH

TRUTH SERUM MARTINI Can you handle the truth? If you think you can, this Campari-laced cocktail might be for you. It's the perfect libation to enjoy after a long day at the office.

Best place to impress your friends BURNT CHURCH DISTILLERY 120 Bluffton Road, Bluffton

INGREDIENTS • 1 part Campari • 1 part sweet vermouth • 1 part gin • 1 drop angostura bitters • Ice

You can become a member with benefits that range from discounts as a Brand Ambassador to a silver ring and VIP access as a Sippin Saint Elite Member. Even if you don’t have a membership, you can learn about and enjoy fine locally crafted spirits in a beautiful venue.

DIRECTIONS Chill a martini glass. Combine the Campari, vermouth, gin and bitters in a shaker with ice. Shake well, then strain into the chilled glass. Serve immediately.

LocalBizSC.com  Q3 2022

Fun stuff D "BARK!!!"

YOU'VE WORKED HARD. NOW LAUGH A LITTLE.

Do you have a funnier punchline? Now is your chance for 15 minutes of fame. Email your caption to info@localbiz.com, and we’ll share the best submissions on social media.

"MEOW!!!"

"Agree to disagree"

"We're doing better but still not outta the woods."

MENSA MONDAYS Lighten up

According to medical experts, when you get stressed, your body tenses up and can cause you to feel stuck. A good laugh can relieve physical tension in the body and relax the muscles for up to 45 minutes.

"Your punchline here." SO YOU THINK YOU'RE FUNNY?

Start your week off right by correctly answering a fun and challenging question on LOCAL Biz’s Facebook or Instagram 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.

Here's your chance. If you have a punchline send it to info@wearelocalbiz.com

Q3 2022  LocalBizSC.com

Investing is not a PUZZLE, if your Advisor knows how to FIT the pieces together.

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.

AlphaGraphics www.alphagraphics.com

Fiduciaries

Atlantic Investment Advisory Group

Independent

www.atlanticinvestorshhi.com Chef Lynn Michelle www.cheflynnmichelle.com Custom Audio Video www.custom-audio-video.com Don Ryan Center for Innovation

rusted

www.donryancenter.com Eagle Creations www.eaglecreations16.com Equity Payment equitypayment.com Finance of America Mortgage www.foahomeimprovement.com/about H&R Block www.hrblock.com Hargray www.hargray.com

Bruce Brenner Wood Managing Partner/Investment Advisor Representative Robert Schaff, CFP, MBA Executive Vice President/Investment Advisor Representative Thomas Fox, CFA Investment Manager & Strategist Consultant, Waterstreet Research Partners Doug Wilson Fair, JD, CRPC Retirement, Estate & Insurance Strategist, Successful Seniors of the Lowcountry

Hilton Head Wrap Company www.wraphiltonhead.com KML Computer Services www.kmlcs.com Pay Proudly payproudly.com Rose Hearing Healthcare Centers www.rosehearinghealthcarecenters.com Savannah/Hilton Head International Airport www.savannahairport.com SCORE SC Lowcountry

HILTON HEAD CAPITAL WEALTH ADVISORS, LLC HHCP INSURANCE SERVICES, LLC

www.sclowcountry.score.org

A Registered Investment Advisory Firm Custom portfolio management and design since 1987

www.signatureclosetsandcabinetry.com

Hilton Head Island, SC • Charlotte, NC

www.smartmarketingcommunications.com

7 Lafayette Place, Suite B, Hilton Head Island, SC 29926 94

843.790.7573 hiltonheadcapitalpartners.com LocalBizSC.com + Q3 2022

Signature Closets of the Low Country

Smart Marketing Communications

Proudly Payment Processing Custom Audio Video

Proudly is a fresh concept business platform for credit card processing for any business owner who provides an extraordinary opportunity to give back to a cause that is important to them at no additional expense to their company.

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

carla@payproudly.com 843-540-6338 Payproudly.com

48 Pennington Drive, Suite B, Bluffton 843-815-5130 Custom-Audio-Video.com

Eagle Creations

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

843.422.3372

Looking for a specific item or just browsing for ideas? We are your one-stop shop for promotional products and business gifts. With 1000’s of selections, Eagle Creations offers branded merchandise to fulfill all of your needs.

Visit our new showroom at 2935 Argent Blvd, Suite B, Ridgeland. eaglecreations16@gmail.com 843-422-3372 www.eaglecreations16.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

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 Q3 2022  LocalBizSC.com

INSPIRATION

The Last Word SPEED UP YOUR TEXTING WITH THESE POPULAR WORKPLACE ABBREVIATIONS IMHO there is no replacement for proper grammar, effective communication and professional public speaking, which were covered in this issue of LOCAL Biz. The reality is that sometimes there is no replacement for a quick abbreviation, especially when texting. TLDR but if you do, here are a few of the more professional abbreviations.

“Take advantage of every opportunity to practice your communication skills so that when important occasions arise, you will have the gift, the style, the sharpness, the clarity and the emotions to affect other people.”

— JIM ROHN, ENTREPRENEUR

Abbreviation

Meaning

Examples

ASAP

As soon as possible

Send me the report ASAP.

FYI

For your information

FYI, this is the update I got from the team.

BTW

By the way

I read that article BTW. Not so great.

EOD

End of day

Charles, I will send you the details by tomorrow, EOD.

ATTN

Attention

Attn: Bruce Wolf

N/A

Not applicable

How old is your son? N/A (the person’s still single).

COB

Close of business

The survey will remain open until COB today.

TBD

To be decided/determined

Number of participants: TBD

RSVP

Please respond

RSVP to Lori by July 4.

LocalBizSC.com  Q3 2022

Steve Krehbiel Rebekah Campbell

Randy Rose Bitsy Pheiffer

Caryn Rose

Hearing Better Keeps You Young No Coupons. No Gimmicks. Just Sound Value.

Summer Hearing Checklist

■ Schedule Annual Hearing Test ■ Get Hearing Aids Checked & Cleaned ■ Enjoy Family Moments & Conversations with Friends

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