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Brian Johnson With City of Peachtree Corners

April 26, 2022 by Jacob Lapera

BrianJohnson
Atlanta Business Radio
Brian Johnson With City of Peachtree Corners
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CityofPeachtreeCornersBrianJohnsonBrian L. Johnson is the current City Manager of Peachtree Corners, Georgia. As City Manager, he is the Chief Executive Officer of the city and is responsible for the management of all city departments and of all city affairs. He is currently one of only 1,379 local government management professionals worldwide to have earned the prestigious Credentialed Manager designation from the International City/County Management Association.

During Mr. Johnson’s current tenure, Peachtree Corners has gained international attention for its construction of Curiosity Lab at Peachtree Corners, a city-owned and operated 3-mile autonomous vehicle test facility and smart city living laboratory. He has presented nationally and internationally on the economic benefits of creating a public technology laboratory and has provided advisory assistance to numerous cities considering similar projects.

He is a frequent public speaker and has delivered remarks about Curiosity Lab from the main stage at transportation, smart city, and technology conferences around the world. Mr. Johnson’s professional career began in the military where he served as both a Cryptologist in the U.S. Navy and as an Infantry Officer in the U.S. Army. He has also previously served as City Manager of Garden City, Georgia and Anniston, Alabama.

Mr. Johnson holds a Bachelor of Arts degree in Political Science as well as a Master of Public Administration from the University of Georgia. He is a graduate of Harvard University’s Program for Senior Executives in State and Local Government as well as the Leadership Savannah, Leadership Gwinnett, and Leadership Georgia programs. He is a Georgia Trend 40 Under 40 “Best & Brightest” honoree and a two-time recipient of the Bronze Star Medal for Valor.

Connect with Brian on LinkedIn.

What You’ll Learn In This Episode

  • Peachtree Corners’ move towards developing into a smart city
  • The relationship between the City of Peachtree Corners and the Curiosity Lab
  • About Peachtree Corners’ smart city environment
  • The Curiosity Lab
  • Past and/or current projects going on at the Curiosity Lab

This transcript is machine transcribed by Sonix

TRANSCRIPT

Intro: [00:00:04] Broadcasting live from the Business RadioX studios in Atlanta, Georgia. It’s time for Atlanta Business Radio brought to you by on pay Atlanta’s new standard in payroll. Now here’s your host.

Lee Kantor: [00:00:24] Lee Kantor here, another episode of Atlanta Business Radio. And this is going to be a fun one. But before we get started, it’s important to recognize our sponsor on pay. Without them, we couldn’t be sharing these important stories. Today on Atlanta Business Radio, we have Brian Johnson and he’s the city manager for the city of Peachtree Corners. Welcome, Brian.

Brian Johnson: [00:00:44] Hey, Lee, how are you?

Lee Kantor: [00:00:45] I am doing well. I’m excited to learn what you’re up to for the folks who aren’t familiar. Talk a little bit about what a city manager does, and specifically for the city of Peachtree Corners.

Brian Johnson: [00:00:57] Well, in general, a city manager does for cities that have this type of government. We run the city on behalf of mayor and council, and by this time it kind of government. What I mean is this is cities in in this country basically have two options on how they run. They can either run by a strong mayor form of government. City of Atlanta is an example of that, where the mayor, when he or she is elected, they become the chief executive officer of the city. They run the city, but they are not a voting member of the governing lawmaking body called city council. And those meetings are run by the president of council. Or there’s the other model. And that’s really taken it’s the corporate model, more like corporate America, where the city council is the board of directors and the chairman of that board is the mayor, he or she. And this form of government does in fact vote on things, but he or she is not an employee of the city and has no individual roles, responsibilities or authority. And so that board of directors hires a CEO to run the organization on their behalf. And in this case, that position is called city manager. So I, the CEO of Peachtree Corners, I run the city on behalf of the mayor and Council, may write the laws and provide the guidance. And it’s actually the most common form of government in the US and certainly in metro Atlanta. I’m joined by cities like Sandy Springs, Johns Creek, you know, cities like that that are run it very similar to this one. So not not uncommon, but that is my job and that’s what I sometimes am amazed that I get paid to do it in other days. I’m amazed that I do this to get paid for the day.

Lee Kantor: [00:02:58] So now, you know, looking at the government or the city as a corporation, part of a corporation is the culture of the corporation. How does kind of your role help instill some culture or some true north of what you’re trying to accomplish in terms of what the city could be or and is?

Brian Johnson: [00:03:22] Well, certainly I’m the senior person that’s here day to day managing all the different departments and staff within there. So when it comes to what we’re learning, trends, what we’re capable of, what are best practices? Part of my job is to be an advisor to Mayor and Council on Emerging Trends Best Practices, and they of course, in turn are a conduit between the community and myself. So they’ll be telling me things that the community is kind of talking to them about is, hey, we should do more of this and more of that. So it’s a great what we call a healthy tug of war between the community and maybe the paid practitioners and the best practices there. So my job is to advise them on those kind of things. And so we’re no different here. I have certainly been talk to contemporaries, been to conferences, read professional periodicals about certain innovative things happening out there. And then I have I try to surround myself with a bunch of people who are way smarter than me, and I’ve been successful with that here and they do the same thing. And so they’ll come to me and say, hey, you know, we could do it a little bit different and we’ll kind of vet it at the staff level. And if it makes sense, we’ll push it to the mayor and council at a meeting and we’ll get together and say, Hey, is this a policy direction we need to take? Do we need to appropriate money for it? Do you guys like where this is headed? And it’ll be a value add to the community? And if mayor and council say yes, then will we do it? If not, then we continue going with what we had at the time. So that’s kind of how how we’ll we’ll both provide perspective that ultimately decides which direction the city is is moving and whether we’re in between the solid lines or in the ditch or not.

Lee Kantor: [00:05:22] So how did the Smart City initiatives take place? Like what? It sounds like a chicken and egg thing. Was that from leadership saying, hey, Peachtree Corner should be known as a smart city? That’s important. That’s a priority. We’re going to do certain things to be attractive to business, and we’re going to do certain things that make us move towards being a smart city. Or was that something that Petrie Corner’s already had that kind of bubbling up within it? And then then that kind of inspired the leaders to say, okay, let’s lean into this.

Brian Johnson: [00:05:55] Great question. So a little bit of both here. So I’ll tell you the organic part first organically, we do actually have maybe an advantage over a lot of cities when it comes to being smart and technology. And here’s why. Even though the city is actually from a government standpoint, from an actual or an official city with corporate limits and everything, as a city, we’re only ten years old, but we are really. This area of metro Atlanta started to get populated back in the late sixties when a guy named Paul Duke, a Georgia Tech graduate turned developer, decided to do something about at the time the brain drain that was happening in metro Atlanta, and that was Georgia Tech graduates not having enough technology jobs in metro Atlanta to stay here after they graduated. So he took inspiration from what was happening in North Carolina at the time and what ultimately has become research triangle, and that is commercial office parks being built and filled by companies that are within the same ecosystem. So like North Carolina started with a biomedical park. And so all these office buildings were all filled with biomedical companies. And there was this synergy and connectivity between these these these offices and these companies that were created. And so he decided to do the same thing here. So he came at way out here 20 miles from downtown. Of course, at the time in the late sixties, it probably was way, way out there.

Lee Kantor: [00:07:34] People thought, he’s crazy. Are you crazy moving out?

Brian Johnson: [00:07:38] That came out here. And he started buying up property and constructing commercial office building and only filling them with tech companies. He wanted to check and he built Metro Atlanta’s very first technology park and he aptly named it Tech Park, Atlanta. And over the decades since then, up until now, it has grown to over 500 acres. We’ve got 10,000 people who work in Tech Park, Atlanta. We’ve got over 2000 people who live in it. It’s a real ecosystem in and of itself, but it also has been very successful and creating a population that understands tech. Now, mind you, back in the day, technology park was it was actually where the modem was invented. I mean, the modem that helped create the Internet, the connectivity, the Hays modem was invented here in Tech Park Scientific Atlanta, which is now Cisco, was founded here in Tech Park. And so it has certainly provided its value to the evolution of technology. But because of that, as jobs grew here, people want to live close to where they work. And so our population grew. So as a municipality, we’re about 50,000 people and we have about 50,000 jobs. So we’re very unique in that regard. Jobs and people kind of population grew, but that was a long way of saying organically our population understands technology.

Brian Johnson: [00:09:12] They oftentimes work in it, they grew up in it, or plenty of people who grew up with parents who worked in Tech Park, Atlanta, and so they understand technology. So that’s a really advantageous position to be in as a city when you want to try to push the envelope on technology, because sometimes in other locations they don’t understand that. What they do is for every dollar you spend on technology, a conventional city can often population can oftentimes be like, why are you spending it on tech when you could be punching or excuse me, patching an additional pothole or adding an additional police officer, which are legitimate things to spend money on. But some communities don’t understand anything but that. So it’s a delicate balance. But anyway, that is one half of the equation. The other half is certainly leadership and an elected body who wants to use technology to look at ways to improve our community, whether it’s a direct value add to our residents or an indirect economic development value that technology can provide to our residents. And we can talk about that, how this is morphed in a second. But that is how the idea of pushing the envelope on tech to do make our community unique.

Brian Johnson: [00:10:42] Those are the ingredients that allowed us to do it. And I’ll add one last thing, and that is as a new city, we don’t have a lot of legacy costs, meaning old cities oftentimes at the. Beginning of a budget year are immediately moving money over to pay for things that were decisions made by city councils from decades or sometimes centuries ago. No city owns a golf course or an airport or 20 community centers, or on and on. Even if they’re no longer needed, it’s oftentimes hard to stop paying for it. So those legacy costs can add up and it can choke a budget down to where there’s not a lot of discretionary resources to play with. We don’t have that. And so as a result, we have opportunities to do things that other cities don’t and so much so that our we’re the second largest municipality in Georgia with no property tax. So we very much value our business climate and the fact that we don’t have those legacy costs. So all of those ingredients were thrown into that pot mix together and the result allowed us to do some of the things that we’re going to talk about in a second.

Lee Kantor: [00:12:00] Now in some cities and especially in the metro area. Obviously, there’s a lot of tech happening there. And because of that, there’s a lot of collaboration among a variety of different services, one being incubators. And Georgia Tech obviously has AC DC or is affiliated with DC is Peachtree Corners have some sort of a partnership with any entity that is an incubator slash kind of a place to birth startups.

Brian Johnson: [00:12:34] Without a doubt. In fact, just to that specific point, our own incubator, which is your right, is not uncommon anymore. And there are other tech parks in metro Atlanta, even though ours was the first. But our incubator, because of our partnership and we have a bunch of of unique partnerships with Georgia Tech, but one of them is as an ATC affiliate. So we are officially our incubator is an HRDC affiliate. So any of our company member companies in our incubator are also, by virtue of our affiliation with ATC, have the have the benefits or can utilize the benefits even at the ATC property down at at Tech Square. So partnerships are a big deal. Rising tide lifts all boats. Peachtree corners cannot be everything to everybody. No city can. But when you put them together, you ultimately can get certain things that happen, including there is you know, they’re starting to become a trending term based on some of our partnerships and collaborations with other companies and cities in north metro Atlanta. That this came from an analyst that was on a phone call with us to talk about Curiosity lab, and we were done talking about it. He was like, That’s amazing. You guys are doing stuff that I would have assumed were happening in Silicon Valley. But you guys are not Silicon Valley. You’re in Georgia where there are peach orchards. And so maybe you’re more like Silicon Orchard. And so that that is kind of starting to take off, just that we all have to collaborate. City of Alpharetta, city of Johns Creek, you know, other locations like the Ray down in south metro Atlanta, all these collaborations together form what is often being a driving force within tech coming to Metro Atlanta.

Lee Kantor: [00:14:39] And I think that that’s part of Atlanta’s secret sauce compared to some of these other markets, is that there is so much collaboration and people really do believe in helping each other out. And and as simple as connecting people and actually really connecting them, not just saying you’re going to connect this, you know, just kind of the basic blocking and tackling of relationship building. I think in the South and in Atlanta specifically, the metro Atlanta is really good at that. And it’s part of our DNA and part of our culture as a city in a market that we collaborate and work together.

Brian Johnson: [00:15:15] Well, we don’t have a choice in. You’re right, Lee, very much. We don’t have a choice here, because what most people don’t realize when they think Atlanta, they oftentimes think Atlanta is going to be like some of these other cities, like, say, a Chicago or LA or whatever, where the city itself has a massive population and the suburbs are not as integral of a part. Well, metro Atlanta as city of Atlanta does not have from a from a population standpoint, a lot of people I mean, not even a million. And that’s not that that’s pretty rare when it comes to big cities, at least big, you know, fighting above its weight class like Atlanta does. Atlanta is a metro. Atlanta is a conglomeration of a lot of suburbs working together. So I do think you’re right that we have learned very well, very early, that for all of us to benefit, we better play pretty well together. Or if not, we will not be able to fight in the weight class that we are. City of Atlanta cannot do it by itself, and none of the other suburbs certainly can’t either. We’ve got to work together and we do. I mean, a good example of that would be and this isn’t a city, but the Ray is the name of a nonprofit that is doing research down on a section of I 85 up near West Point, Georgia, from the Alabama state line, about 18 miles section of interstate.

Brian Johnson: [00:16:54] And they do some pretty unique stuff down there, some pretty innovative testing on the interstate system. But they actually had a partner who is doing solar roadways, creating creating solar roads by putting photovoltaic cells, solar panels on top of the existing pavement and creating a solar field, solar field that cars can drive over. And with the intent here of, hey, if you can put a solar field on a road or on top of a road, it’s not shaded all that much. If the weather is good, the only time it’s shaded is for that split second. Vehicle is over it. We could generate a lot of power. Well, one reason that there needs to be a partnership is despite them having doing some testing with this company. The company did not have permission to put it on the travel lanes of the interstate because Georgia Department of Transportation and the Federal Highway Administration don’t want it in the travel lanes yet because they don’t know enough about it. So the REA was kind of stuck with only doing something in the parking lot of the welcome center coming in from Alabama.

Brian Johnson: [00:18:10] And so our partnership with them is such that they said, hey, you guys in Curiosity lab on all the roads there, can you guys let this company come up and create a solar field up there and do the testing up there? And then maybe we can gather enough data that one day we can come back down and do it. We’re like, absolutely. And so as a result, we have some really bleeding edge testing going on in that area only because two organizations, Curiosity Lab and the REA got together and said, Hey, one of us can scratch the back of the other. And we are. And there are examples of it going the opposite way as well. But we we can’t afford not to do that in our area. It’s a cutthroat area. We’ve got to compete with some areas of this country that are doing some really awesome stuff as well. So we’ve got to join forces and really, like you said, really get into the blocking and tackling of what it takes to attract and retain and expand technology companies here. And I think we’re doing a decent job of it.

Lee Kantor: [00:19:15] Now, you mentioned Curiosity Lab. Can you tell our listeners what that is, how it works? And you mentioned one of the things that they’re involved with, but talk about kind of their mission and purpose.

Brian Johnson: [00:19:27] So Curiosity Lab is a result of Peachtree Corners, the city with those ingredients I talked about earlier about tech saying, you know what, maybe we can do something to leverage technology park Atlanta, Tech Park, Atlanta. And we ultimately did a bunch of research assessment and it came to it. We came to the conclusion or the realization is better word that the evolution of technology kind of had three steps. The first step was and of course, this is a little bit of an oversimplification, but essentially the first step is technology initially gets tested in a closed, controlled laboratory environment and you test all that tech, some of it passes, some of it you go back to the drawing board, but the ones that you are passing, all the tests that you can throw at it in a controlled environment at some point need to graduate from that to a living environment, one where there are people and there are variables you can’t control, because that’s ultimately the world that this tech will be scaled into. Well, you can’t go from a closed lab to, say, midtown Atlanta in one jump. And we notice that because of that, there were temporary arrangements that companies would have with the the public sector, a city or a county.

Brian Johnson: [00:20:44] And it would say, hey, we want to test this tech out in the public right of way. Will you let us do it for this period of time? And so these temporary arrangements would be set up, testing would happen, company would leave, shut it down, and it was accrued but effective. But the kind of square peg round hole thing. While it worked, we noticed that it wasn’t ideal and it occurred to us that maybe we can take Tech Park Atlanta and the right of way inside of Tech Park Atlanta, which the city owns in its entirety. And maybe we can leverage it and create a purpose built intermediate step so that technology could come to this living laboratory first, which is not as complicated, challenging and even go so far as safe, potentially unsafe of an environment as you would get if you try to go to, say, North Avenue in downtown Atlanta. Come here. Next, this being, say, the walk phase of crawl, walk, run. And if you can if your tech can get introduced to the public here and go to and graduate, you know, pass all the tests here, then maybe it really is ready for North Avenue. And so we created we decided to create a living laboratory, and we took a bunch of area within Tech Park, Atlanta.

Brian Johnson: [00:22:12] Then we created a three mile autonomous and advanced vehicle test track on an existing public road that humans are driving on. And then we created the city street of the future, where all of our infrastructure can talk to everything else, street lights can talk to, cars can talk to a video, cameras can talk to. Traffic signals can talk. To your phone if you’re walking on the sidewalk here. And we tied it all together in a 25,000 square foot building that has our incubator in it, but it also has a command and control center. It’s got, you know, corporate innovation space down to incubation space. And we created an ecosystem that’s a living laboratory, but that’s purpose built. And the result of that has been an unbelievable amount of economic development, which is the primary goal of this as a result of this ecosystem we’ve created, companies have been really companies from the US and overseas have been really interested and have moved and expanded here because of this ecosystem and this public infrastructure that we’ve created and made available to them. So that’s what Curiosity Lab is.

Lee Kantor: [00:23:28] And then you mentioned it’s now kind of a magnet for of interest for a lot of other folks. Was that something that has gone beyond your expectations, like this type of interest and this type of kind of attraction you’re now getting? I know that was probably the goal, but the amount of it was that surprising?

Brian Johnson: [00:23:49] Without a doubt. So within the first six months, it was only open for business, if you will, for six months till the pandemic hit. Even in that first six months, we had a number of global headquarters moved here because of Curiosity Lab, some biomedical companies, the professional organization for mechanical and HVAC engineers. Ray They said, we want to be a part of that. We want to be in there. And so it was playing pretty well. But then we have had some really big, if you want to call it, benefits from Curiosity lab. Two of note would be we were actually named one of six locations in the US by the French government to be a landing pad for French tech companies to come to the US in a program called LA French Tech. And while it’s theoretically metro, Atlanta, is the overall location, the exact location within metro Atlanta, these companies are landing is our is Curiosity lab. The French American Chamber moved their offices out of the French consulate into our innovation center here at the Curiosity lab. Because of that, because they’re like, we want to be at the exact point where these French companies are coming. So that was a win. And then the other one was about three, about four months ago, four or five months ago, we were announced as the location for the expansion or call it the they call it the East Coast headquarters of a company called Intuitive Surgical.

Brian Johnson: [00:25:32] They are a robotic assisted surgical manufacturer. They make The Da Vinci system, and that’s robotic assisted surgery. They’re headquartered out of Sunnyvale, and they are putting in a $600 million medical campus here, expanding it here in Peachtree Corners, creating over 5500 jobs. Average salary, 150,000. And they chose here. In fact, the final two is us in Durham, North Carolina, research triangle itself. We won for a lot of reasons. I won’t put it all just I’m curious. Curiosity lab for sure. The state was involved. The county was involved. The city government was involved. But what they said ultimately kind of potentially made that final push for them was Curiosity lab, our partners here, the activity that’s here, the fact they wanted to be close to something like that. So just think about the largest economic development project in Gwinnett County’s 200 plus year history. One of the largest medical ones in Georgia’s history was here is here. It’s underway right now for lots of reasons. But Curiosity Lab had a role. So long way of answering your question of yes, it has exceeded our economic development activity expectations. We created this sandbox for technology companies to come play. We put a bunch of toys in it. We got out of their way and we said, Come play. And man, have they have they been coming to play?

Lee Kantor: [00:27:09] Well, congratulations on all the success and thank you for your leadership on this so important. And the ripples are real, as you’re saying. I mean, it’s it’s you know, once you give people a place to play, they they kind of come and play and they do what you imagine they could. And at a level that it’s hard to even imagine, I’m sure you’re getting a lot of attention around the country from other people who would like to have a similar situation in their region or town. If somebody is an entrepreneur, I would imagine Curiosity Lab has a lot of events and a lot of opportunity for them to plug in. If you’re interested in this type of technology or just want to plug into this kind of ecosystem, is the can you share a website for Curiosity Lab and for Peachtree Corners?

Brian Johnson: [00:27:56] Absolutely. So the city and the city’s got a page and a link to Curiosity Lab. And mind you, Curiosity Lab is owned. The ecosystem is the city’s right of way. We own it, we constructed it. But we have a nonprofit that was created and it’s got an operating agreement to run it. So the Curiosity Lab is a separate organization in that. In that regard, the city’s website is Peachtree Corners. Gov. You can go to Curiosity lab from there or see our other economic development initiatives from that website. And then Curiosity Labs website is Curiosity lab etsy.com. And that’s directly to the the ecosystem and the nonprofit itself. Both are great. And again, we all win because all these jobs that we’re creating are not going to be the employees aren’t going to only live in Peachtree Corners, they’re not going to only spend money in Peachtree Corners. You know, they’re they’re going to spend money in metro Atlanta. They’re going to live in neighboring municipalities. They’re going to use all those services so that rising tide lifts all boats. Thing really is in play here as well.

Lee Kantor: [00:29:13] Well, Brian, thank you so much for sharing your story. You’re doing important work and we appreciate you.

Brian Johnson: [00:29:18] Lee. Thanks for having me.

Lee Kantor: [00:29:19] All right. This is Lee Kantor. We will see you all next time on Atlanta Business Radio.

 

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Tagged With: Brian Johnson, City of Peachtree Corners

Matt McConnell With Intradiem

April 25, 2022 by Jacob Lapera

MattMcConnell
Atlanta Business Radio
Matt McConnell With Intradiem
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Intradiem

MattMcConnellMatt McConnell is Chairman and CEO of Intradiem. He founded the company in 1995 with a vision of reinventing customer service through automation and artificial intelligence. Today, Intradiem is the leading provider of Intelligent Automation solutions for customer service teams.

Matt graduated from The Georgia Institute of Technology with a Bachelor of Science degree in Industrial and Systems Engineering.

What You’ll Learn In This Episode

  • History and main goals of Intradiem
  • People First policy
  • How the pandemic affects Intradiem
  • Remote first

This transcript is machine transcribed by Sonix

TRANSCRIPT

Intro: [00:00:04] Broadcasting live from the Business RadioX studios in Atlanta, Georgia. It’s time for Atlanta Business Radio brought to you by on pay Atlanta’s new standard in payroll. Now here’s your host. Hey, now, here’s your host.

Lee Kantor: [00:00:31] Lee Kantor are here. Another episode of Atlanta Business Radio. And this is going to be a good one. Today on the show, we have Matt McConnel with Notre Dame. Welcome, mat.

Matt McConnel: [00:00:41] Thanks for having me, lee.

Lee Kantor: [00:00:43] Before we get too far into things, tell us a little bit about Notre Dame. How are you serving folks?

Matt McConnel: [00:00:49] Injured Beam is an automation company. We provide automation for customer service teams. Lee The easiest way to think about intra beam and what our automation does is if you’ve right now, you can add anything you can think of. You can order off of a site like Amazon and it shows up at your door in 24 hours or less. Literally, anything you can think of but pick up that package and try to get service on it. And it’s a very different experience than that Amazon experience. Our goal and dream is to make that service experience as effortless and instantaneous as that product experience that you enjoy with Amazon today.

Lee Kantor: [00:01:32] Now the reason I think that Amazon services that way is it was critically important for them to behave in that manner. Are you finding that the reason the customer service isn’t have that same kind of experience is because it isn’t that big of a priority for firms?

Matt McConnel: [00:01:51] Well, it has become more of a priority. But when you look more closely at it, there’s a huge disparity. The average person in the developed world will spend 123 days of their lives on hold, in line or sitting at home waiting for a service tech. And it’s crazy that that’s true in 2022. So when you look at the product experience and the service experience and say, why is it so different? The that we see one glaring difference in how the two have matured. There was a tremendous investment in the 1980s and 1990s in manufacturing and warehousing and distribution in automation that makes that possible, where you can think of the most obscure part on your vacuum cleaner and order it off Amazon and get it in 24 hours. That’s amazing. And it’s all possible because of those huge investments right across manufacturing and warehousing and distribution and automation. When you look at service delivery in customer care, phone call centers and retail and field service, those investments in automation weren’t made. So entry beam is in the automation business and we bring the same automation that manufacturers enjoyed that was in the physical world, into the software world, in the sort of virtual productivity of service delivery.

Lee Kantor: [00:03:17] Now, does your software help a firm? P the firm’s people, because at some point there’s a human interaction. I mean. Or do you eliminate the human interaction and you’re able to give good customer service or help your clients have have better customer interaction and experience via software and automation? Or is it a tool that helps the human communicate better and more efficiently and effectively with the other human who is having whatever issue they’re having?

Matt McConnel: [00:03:52] It’s the latterly at inter m we believe in technology at the service of humans. And if you’ve interacted with a chat bot, you’ve very likely had a very bad experience like the rest of us. The fully automated service experience is a dream for the future. It’s I think we’ve companies have tried to deliver it and tried to push us into those channels. And it’s just not it doesn’t deliver. And I think that the service needs to be in the center of the service, that human needs to be at the center of the service experience. And so intra DM provides automation that makes those humans more productive in delivering significantly more productive in delivering that service.

Lee Kantor: [00:04:34] So what was the genesis of of the idea? I mean, people have been frustrated with this forever. What inspired you to say, okay, let’s figure this out?

Matt McConnel: [00:04:45] Yeah, it started many years ago. I’m an industrial engineer and an industrial engineering is all about making systems more productive, more effective. And I just had this burn under my saddle with just the service experience I was having. And when I really dug into it, I discovered that it’s really just a it’s an interesting math problem. And the problem that these brands have that we all do business with our banks are telecoms, our insurance companies is that they have the demand that you and I put on those brands as their customers is very dynamic and increasingly unpredictable. But the supply that’s used to meet that demand, these workforces, these humans in these workforces that are used to meet that demand, is, by comparison, pretty flat footed. And the easiest way to sort of visualize what we’re doing for these very large workforces that usually number in the tens of thousands. If you’ve ever been in a grocery store, when all the checkout lines were long, full of people and someone gets on the microphone and kind of calls all the cashiers to the front because the lines are so long. In essence, that’s what intra DMS doing at a massive scale. It’s adjusting the supply to meet the demand. So when the demand spikes unexpectedly, we can move these workforces to the demand. When the demand drops off unexpectedly, we can shift the supply to other areas of work that are or other queues that are higher demanded or send them home early. All of those are examples of just making that supply as dynamic as the demand delivers a huge increase in productivity for Adam’s clients.

Lee Kantor: [00:06:42] So now is your service, one of which you have a call center or you have a pile of humans at the ready to be deployed at where there’s a need. So if one if client a has a big need today, right this second, you can deploy the right number of people there. So it’s the right people at the right time. Or do you work with your clients existing call center with their people and you just train them better or you give them tools that make them more efficient.

Matt McConnel: [00:07:11] It’s the laterally intra dem does not provide staffing in. We’re a pure play cloud software company and fortunately these companies if you can sort of roll the tape back pre into them for our clients they had a choice to make in this supply demand equation. Either they could over staff because the supply was so flat footed when the demand came in, you just sort of had to staff all these extra people to try to meet these peaks in demand. Or you could just under staff and under serve your customers. And fortunately, I guess for all of us over the years, these companies overstaffed. And so when we bring our software, when the DMS software shows up at one of these big banks or big insurers or big telecoms, they’ve already got lots of staff. In fact, way too much staff. We make the staff more productive and they’ve got staff to spare, frankly. And so we don’t need to supply any staff. We just supply the technology that makes that staff more dynamic to meet that dynamic demand that these businesses have.

Lee Kantor: [00:08:20] So can you explain for the. Listener. What may be a day in the life is preacher demon a day in the life post intra diem with your solution for that person that is that front line person for this organization.

Matt McConnel: [00:08:35] Yeah. And let me give you a really specific example because there are dozens and dozens of what we refer to as use cases that intra diem software can deliver to make these workforces more productive. But a perfect example, a day in the life of a call center agent. Let’s say you’ve been working all morning and taking calls, your call center agent, and you’re 5 minutes from your break. It’s been a tough morning. You’ve taken 15 calls. And remember, people don’t call call centers because they want to tell you you’re doing a great job. So it’s a difficult job and you’re 5 minutes from a well-earned break. And but the cues that you’re serving, let’s say the average handle time is 9 minutes. And so, you know, as an agent, if you take that next call, you’re going to be late for your break. And and these workforces are so, so tightly managed that you not only are late for your break, but you have to fill out a form describing why you’re late for your break. It’s called being out of adherence. And so it’s insult to injury. And so what over the years, contact center agents have learned to do is play games so they don’t get that next call and they can go to their break on time.

Matt McConnel: [00:09:47] So it’s a big agent, dissatisfied people, you know, that they do the right thing. They’re late for their break. They kind of have to hide in the system. But it’s also for the company. They’re losing five, seven, eight, 10 minutes before every break, every lunch, every end of shift with these agents kind of gaming the system. And so as an example of a use case, intra dame can spot that situation where Matt is 5 minutes before his break. But as the cues he’s serving are 10 minutes on average automatically pull his brake forward, 5 minutes shift his state, as it’s called in the system to break, send a message to Matt and his supervisor. Nobody’s filling out paperwork. Matt gets his full break. Customers get served and it’s a big agent. Satisfied, but the company picks up five or 10 minutes of productivity for every agent before every break, every end of shift, and every lunch. And that use case alone in our customers, a big cable company or a big bank is millions and millions and millions of dollars saved. But everybody’s more productive and everybody’s more satisfied. So that’s just a really specific example. And there are dozens of those where you can apply automation into this workforce to make it significantly more productive.

Lee Kantor: [00:11:06] So what are some symptoms for the folks that aren’t aware of intra diem that maybe they should be aware of them? Like what are some of the kind of pain points that they’re having now where a call to you and your team might be the the best move?

Matt McConnel: [00:11:22] Yeah, I think right now, Lee, the symptom that is the most pronounced in our customers and our target, our target market customers that aren’t yet using them is because of the great resignation. There’s a big shortage of contact center agents and and so they’re having a difficult time hiring, but they also have very high attrition. And so high attrition is a symptom of agent dissatisfaction and challenges of just dealing with, you know, usually upset customers and a very rigid way of being managed and just constant pressure. And so intra them, you know, is a pressure relief valve. It really drives up agent satisfaction. So that’s one. The other one is just dwindling productivity. Our customers see handle times creeping up. They see all kinds of productivity measures going in the wrong direction. When you when you’re short on people, there’s this phenomenon that happens work handle times, as they call it, in contact centers tend to grow and so you end up with in a contact center world decreasing productivity. So that’s another symptom we see. So reducing agent satisfaction, decreasing productivity, and then of course decreasing customer satisfaction.

Lee Kantor: [00:12:55] Now is decreasing customer satisfaction. Is that an obvious kind of metric or is it something that can be hidden in other in other areas? And they may not kind of connect the dots.

Matt McConnel: [00:13:09] There are lots of measures that companies in with customer service teams look at to measure customer satisfaction. Things as simple as high abandonment rates. And I’m not I’m tired of sitting on hold. I’m going to you know, that’s called abandonment all the way through customer satisfaction surveys and and and customers churning, leaving that business because they’re so dissatisfied. So there’s a lot of measures that companies use to measure customer satisfaction that that are being affected by by just challenges in, as I mentioned earlier, this supply and demand imbalance that happens in in contact centers.

Lee Kantor: [00:13:50] Right. But is that a leading indicator or a lagging indicator?

Matt McConnel: [00:13:54] Well, some are leading and some are lagging. There’s a lot of you’ve probably experienced, as many people have. There’s a lot of surveying of customers that goes on. If you if you’ll hang on, you can do a customer satisfaction survey and tell us how your experience was after the call. There’s a lot of that that goes on, which is more of a leading indicator. And then of course, the lagging indicator is customers churning. So there are a variety of measures. Some are leads and some are lags.

Lee Kantor: [00:14:21] Now, is the call centers evolving into allowing their their the people that are on the front lines to work out of their own home to to be remote? Or is it still that these folks are going into an actual center and they’re all together in one place?

Matt McConnel: [00:14:38] Yeah, that’s a really good question, Leigh. As we entered the pandemic, if you think about a contact center, if you’ve ever seen one or seen a picture of one, people are sitting very close together. It is a petri dish for COVID 19. So as soon as the pandemic hit, these contact centers had to figure out very quickly how to get people to work from home. And for the most part, they’re still there. And a lot of companies have figured out they can deliver their their customer service with agents sitting in their homes. And many of our customers are going to stay that way or at least leave a large portion of their workforce and work from home mode.

Lee Kantor: [00:15:20] And your service can allow for that?

Matt McConnel: [00:15:24] Yes, it does. Prior to the pandemic, we were already cloud based and intra diem was a solution that could be deployed to call centers all over the all over the world and including work from home excuse me, work from home situations. And so that is that’s continued. But what we did see as a result of the pandemic is some shifting in the use cases that customers prioritized with Adam’s product. As I mentioned, there’s dozens of use cases available on our platform. And during the pandemic, as agents shifted to work from home, there became workforce shortages and things like that. So there’s a lot of pressure on agents. And so there were times during the pandemic where our customers prioritized use cases that were more agent satisfying. And there were times during the pandemic when I guess we’re still in it, but at the tail of it, I guess there were times in the pandemic where customers prioritize productivity, use cases. So it really depended on the situation. The architecture of a product sits in the cloud and we can serve people anywhere, work from home or in the office. But the flavor and mix of the use cases that they automation use, cases they deployed depended on what was going on in that moment in time for their contact centers.

Lee Kantor: [00:16:50] So what about Notre Dame? Were you forced to go remote for the pandemic?

Matt McConnel: [00:16:56] We were we we took a decision March 13th of 2020 to to shift to work from home. And and we have stayed that way ever since.

Lee Kantor: [00:17:11] And how has that was that a difficult transition to keep the culture of the organization while everybody was remote?

Matt McConnel: [00:17:20] You know, Lee, I thought it would be more difficult than it was. It was a pleasant surprise that in many ways it reinforced our culture. We’ve moved to what we call a remote first model, but and so we’ve stayed in this remote mode because it’s what our employees wanted. And we have sort of prioritized that into our the way we work because it has worked really well. So we shifted to it and didn’t miss a beat. And and it’s been it’s been really. A big agent status, a big employee, satisfy her for our employees.

Lee Kantor: [00:17:59] Now, how do you kind of thread the needle when it comes to now the world is your oyster, right? If you’re remote now, you can get employees from anywhere. How do you kind of keep everybody on the same page and buying into the culture? Because that to me is is a challenge moving forward as people embrace this remote first that people can be anywhere. So how do you keep them, you know, kind of making intra diem at the fore and and really immersing them in the culture of the organization?

Matt McConnel: [00:18:33] It’s a great question, Lee, and we’ve worked really hard on that. So there’s a number of different tactics. First thing I would say is there’s really no handbook because this is new for companies to be. There have not been in the history. A lot of companies that have this kind of fully remote or remote first model. And so we’re the company has pulled together with our employees to kind of invent and write the handbook, if you will, on being remote first. And, you know, there are some things you lose of just relationships. You build with people that you see in the office every day. But we before the pandemic, we probably had a third of our employees that were outside of our headquarters office to begin with. And now, as you mentioned, we’re hiring from everywhere. And I think by the end of this year, we’ll be 70 to 80% outside of Atlanta, where our headquarters office is, and as a result, where we were already moving towards a more remote model as a company. But communication is a big, important piece. We do these town halls every couple of weeks that that are really foundational for communication and culture building. But we’ve really worked hard on when you go to this fully remote model, the things that used to be is a great example, the things that used to be drop ins, you know, somebody would just drop by in your office and have a conversation.

Matt McConnel: [00:19:58] Those things turn into meetings and, and, and now you’ve got all these meetings on your calendar and you still have a job to do. And so we’ve had to establish norms for meetings and for communication tools. So different people have different expectations for if I send you a text, I might think it’s it’s, you know, I view that as an urgent thing, but you don’t. But you may view slack or email as it is urgent. And so we’ve had to establish norms for meetings and communication tools and hours and calendars and things like that. But what I would tell you is it’s working well. The data we had a record year last year, we have better retention than our the peers. We’re private equity funded. So the 20 or 30 companies that are in the same portfolio we are, we have the best retention in the portfolio of our employees and the employee satisfaction has never been higher. Our employee NPS scores are in the sixties now, which is a very high employee NPS score. And so we feel really good about what we’ve done. We’ve still got work to do. Intra diem has to. There are some things we’re still figuring out, but so far it’s it’s worked very, very well.

Lee Kantor: [00:21:17] So what do you need more of? How can we help? Do you need more clients, more talent?

Matt McConnel: [00:21:23] Yeah, I think it’s both. You know, we are we really believe in this. As I always say to people, okay, we’re not curing cancer. But if we can give everybody in the world 123 days of their lives back, it is an enormous lift for mankind. And so we really believe in this vision of of making the service experience effortless and instantaneous. And so we need both clients and and we also want employees.

Lee Kantor: [00:21:55] And regarding clients, what is the profile of an ideal client for you?

Matt McConnel: [00:22:01] Yeah, a typical client typically has hundreds or thousands, sometimes tens of thousands of customer service employees, contact center employees. And they’re typically, you know, the brands that you think of that your bank, your insurance company, your telecom, your cable company, those kinds of companies. And I think, you know, if you think about a bad customer experience you’ve had, those are great prospects for introduction. Similarly, on the employee side, people that are inspired to make change in the world, inspired to be in a company that cares about its employees and puts employees first. Those are the kinds of employees that really love to work at Introduce.

Lee Kantor: [00:22:48] Well, Matt, thank you so much for sharing your story today. If somebody wants to get a hold of you or somebody on your team, what’s a website?

Matt McConnel: [00:22:55] The website is intra dmk’s i n t r a d i m intra dms.

Lee Kantor: [00:23:04] All right. Well, thank you again for sharing your story. You’re doing important work, and we appreciate you.

Matt McConnel: [00:23:09] Thank you, Lee.

Lee Kantor: [00:23:11] All right. This is Lee Kantor. We’ll see you all next time on Atlanta Business Radio.

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Tagged With: Intradiem, Matt McConnell

Amy Parrish With Rhythm Communications, LLC

April 25, 2022 by Jacob Lapera

AmyParrish
Atlanta Business Radio
Amy Parrish With Rhythm Communications, LLC
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AmyParrishStarting as the youngest ever producer for NBC National News, Amy Parrish saw a missing link in both the PR industry and marketing industry as a whole. She began working in corporate PR to learn more about the business. After serving on the management team when the company went public, she seized the opportunity she had and launched the first firm of her own.

Amy has gone on to launch multiple agencies that were eventually sold to larger agencies. Always focusing on the clients, Amy ultimately realized communications were rapidly changing and there was an opportunity for integrated marketing in the new world. Amy believes that public relations firms need to think more strategically about positioning and leveraging themselves with what’s happening in the marketplace.

From strong relations with the media, pitching stories, strong web copy, email marketing, and strategic ad buys, Amy has helped position her firms to deliver exceptional results to clients from all different industries. Her clientele ranges from the entertainment and music industry, to Fortune 500 companies and everything in between.

Rhythm was the perfect environment to showcase that we are on the pulse of what the industry needs in the new connected age. While Rhythm may be smaller than some major firms, it has still been recognized as one of the top PR firms in all of Georgia two years in a row, and won’t be slowing down any time soon.

Connect with Amy on LinkedIn.

What You’ll Learn In This Episode

  • Integrated Marketing
  • Public Relations & Events
  • How the industry is recovering from COVID

This transcript is machine transcribed by Sonix

TRANSCRIPT

Intro: [00:00:04] Broadcasting live from the Business RadioX studios in Atlanta, Georgia. It’s time for Atlanta Business Radio brought to you by on pay Atlanta’s new standard in payroll. Now, here’s your host.

Lee Kantor: [00:00:24] Lee Kantor here, another episode of Atlanta Business Radio. And this is going to be a fun one. But before we get started, it’s important to recognize our sponsor on pay. Without them, we couldn’t be sharing these important stories. Today on the Land of Business Radio, we have Amy Parrish with Rhythm Communications. Welcome, Amy.

Amy Parrish: [00:00:41] Hi. How are you doing?

Lee Kantor: [00:00:43] I am doing well. Before we get too far into things, tell us a little bit about rhythm communications. How are you serving folks?

Amy Parrish: [00:00:50] So Rhythm Communications is a marketing firm that specializes in public relations, media relations. But we deliver fully integrated campaigns that range from not only the media relations component, but social media, which has become a crucial part of marketing today, as well as the print materials and event production. So we are pretty busy these days. There’s a lot going on in Atlanta and although we work across the country, probably 50% of our business is within the within the southeast.

Lee Kantor: [00:01:32] Now, can you share a little bit about maybe the evolution of marketing into this more integrated approach that folks are taking? At one point, there were just dedicated firms just in PR or just in advertising or just an event. And now it seems like there’s a blurring of the lines, especially when you toss in social media that kind of binds it all together.

Amy Parrish: [00:01:52] Yes, I think that’s true. In general, media relations is still a key component of the work that we do and that clients are seeking because using the media as your validation arm for any message that you want to convey still has a lot of power in the marketplace. However, individuals on social media channels and going direct to consumers from the brand have become a way to create the trust that you need. So although the media is still. Probably the primary source for those types of initiatives. You still need to be speaking or, as we would say, singing from the same sheet of music and being on the rhythm of the marketplace with whatever the trends are, whatever the trending topics are, and making sure that all of those initiatives are in sync. So out of necessity. I don’t know if a PR firm that wouldn’t be thinking about or shouldn’t be thinking about social media and direct email marketing channels to communicate with consumers in addition to their media strategy. I would say in the last couple of years with the pandemic, although no one wants to talk about it, it made that even more necessary because the trust in the media seemed to change. I don’t necessarily agree with with that because I am a big proponent of the media, but it did, in fact change. So being consistent in the marketplace, conveying the messages that you want to convey while the media is validating that message in that position is the most significant way to achieve your goal in marketing, in my opinion.

Lee Kantor: [00:03:57] So it’s critical to have all of these elements working hand in hand rather than just kind of this kind of pop gun approach of just, Oh, let’s do this for a little bit. Oh, I heard Tik Tok is a good one. Let’s go do something over there or hey, LinkedIn marketing seems hot. Let’s, let’s spend some money there. You think that it’s better to kind of coordinate everything in the and have everything kind of working harmoniously?

Amy Parrish: [00:04:22] That’s correct. And consistency is key. Now, the way in which you might communicate that message or the words that you might use, depending on the typical audience of that channel of communications, certainly that would change. So for instance, if you’re using Tik Tok to communicate a story and you’re using LinkedIn, as you can imagine, the messaging and the positioning might sound a little different, but at the core the attributes of the brand are the same. So as an example, we represent a very successful Tik Tok artist named Yung Homie Y V in G Homie, and he is a good, clean cut guy that is very successful on Tik Tok and he’s I believe, 19 years old. When we talk about young homie on, on sort of the channels that might be Tik Tok or on YouTube, as you can imagine, the messaging might be a little more youthful. Not that we don’t all use those channels, but the language is different. When we talk about him on LinkedIn, the positioning is the same of him as a professional, but we’re talking more about the fact that other brands can hire him instead of focusing on the fact that he he released a new dance move or that he’s currently doing an around the world dance similar to the moonwalk with Michael Jackson back in the day. So just very different a very different approach, but the same core message has to be conveyed.

Lee Kantor: [00:06:08] So now do you serve a specific niche or you’re kind of industry agnostic and you can help with strategy no matter what the client is or who they’re trying to reach.

Amy Parrish: [00:06:19] We’re we’re industry agnostic. We’re solution focused. So the solutions that we provide typically are led by media relations with other necessary support mechanisms in marketing to get that message conveyed as far as the industry experience we happen to have. By the very nature of being located in Georgia, we happen to have an emphasis in specific markets. That includes entertainment just because there’s a lot of it here. And so by the very nature of being a firm around for a long time, we certainly have the right goods, if you will, to deliver on an entertainment project, whether that’s film or sports. We represent sports celebrities, we represent film studios, etc. We also have a specialty in medical and health related brands and technologies, and that’s partially because of my background. I came originally through the through the background of an old company called Atom Software that spawned probably 30 plus CEOs that are out in the marketplace today. But back in the day, we were a small, little, scrappy software company led by two people. I really admire Greg Swaine and Bob Kramer, who are kind of known in the industry for health care technology solutions and investments today. So I would say health care, I would say entertainment. And frankly, we do a lot of work in larger nonprofits. Why? Because a lot of the bigger brands in Georgia sponsor nonprofits. And there aren’t a lot of firms that know how to do that work and help to position those properly.

Lee Kantor: [00:08:27] So now what is kind of a symptom that a firm might be struggling right now, where rhythm is a good fit to help them either kind of get out of that spiral or take them their brand to a new level.

Amy Parrish: [00:08:43] Hmm. That’s an interesting question. So I’m going to take the spiral first. So. We get brought into the spiral. Spiral a lot. Unfortunately, a lot of times companies are struggling and sort of run of the mill marketing and PR firms that are sort of smaller. They do the same thing the same way every time. We don’t believe in that. We believe in tailored solutions based on the need of the client. So a lot of times they’ve been burned by another firm. They bring us in and say, We need you to help us fix this problem, whether it’s a positioning problem, repositioning of a product or service, or they’ve run into a crisis. I hate that that can happen, but it certainly does. I think because we’re willing to get in and get our. Elbows dirty. And be part of the team to really understand their culture, understand their desires, and to mold it into into their. Team instead of trying to be a new team and displaced people that they trust. I think that has been our success. The first thing we do, though, is to spend a lot of time understanding what the challenges are and ask the right questions of all the executives and find out where there’s a disconnect. Even the largest companies in the world. You could put three executives in a room and they all have a different position. They need to all be on the same page to grow. So. I think our core of making sure that we’re all on the same page, we’re singing off the same sheet of music. The campaigns fall out from that.

Amy Parrish: [00:10:34] So we get brought in sometimes just to do a one day session to help them all get on the same page, and then they use their internal marketing people. We’re open to that. But crisis work is one of our specialties, and there aren’t a lot of firms in Atlanta that are comfortable with that work. And that’s because we are former journalists, most of us on the positive side of a company that wants to grow. I think a lot of times. You start your growth and you plateau because you don’t have that new or interesting thing to say. Sometimes it just takes having an outside party versus your internal marketing people to help you identify that aha moment that says, Hey, let’s either find the news that you’re forgetting exists because you’re living it day to day, or let’s help to create your own news so that there’s something interesting to say. So. We help them overcome that plateau by helping to identify what the great stories are to tell. And then we tell that story through multiple communications channels and to their desired customers direct. To make sure that everyone is being touched. Once that happens, if in fact, you have a solid. Product or service to offer. That momentum begins. And then you have to be consistent. You’ve got to be telling the next piece of news every month. You’ve got to be telling the next piece of positive information every day. Social media is key for that without frustrating people because they can decide if they check it out or not.

Lee Kantor: [00:12:20] Is there any advice for a firm that’s listening right now that wants to maybe attempt that exercise you just described? Like, a lot of times internally, you don’t know what you’re not seeing the same thing an outsider sees. You might, like you said, take things for granted and there could be news that you as a professional see, that’s obvious to you in 5 seconds, but to them they see it every day, so they stop seeing it. Is there any exercise you can recommend entrepreneurs or leaders right now to do to kind of open the curtain a little bit or to give them a glimpse of kind of maybe the reality that is, is there a way to do that or do you need outside eyes to do that?

Amy Parrish: [00:13:05] I think, you know, I’m never going to force an agency model on top of someone. Do I think it’s valuable? I do. But you can always go a different route. I mean, if you weren’t in a financial position to hire an outside consulting group like us. You know, you could bring in a couple of different targeted customers that you have not been able to resonate with and build their trust and say, hey, I’m not going to sell you anything. I want to find out why you’re not buying. And then you go in and you share with them your who, what, where, when, why, and how of your business. Those are the basics if you can’t do that. Who, what, where, when, why and how. If you can’t present that, then you can’t get to the next level of telling them the new news, the exciting news you want to share. So I would I would start there, make sure that you have that refined. Once you do, I would then pull in some major stakeholders, maybe it’s members of your board, maybe some of your investors. So those outside parties don’t have to be rhythm communications. I’d love for it to be, but I’m realistic that not everyone’s going to do that.

Amy Parrish: [00:14:22] But you have to listen to your market, and a good way to do that is to pull those stakeholders who want you to be successful, who may be a little distant from the day to day. I will give you an example of something that just happened. We were talking to one of our clients yesterday, and while we’re talking, we were going through what the news stories were and they’re like, well, you know, really the big news is coming in June. We’ve got all these tradeshows coming up. We can talk them. And I asked a simple question that may seem obvious. I said, Do you have any new technology updates coming up? New features and functionality? He goes, Yeah, we’ve got one coming up this week. And I laughed and I said, maybe we should be talking about that. So sometimes it’s just the obvious question that everyone forgot to ask because they’ve been working on that update for months. Right. So I think it’s good. I think, you know, board members want to share their knowledge. Board members are typically those people with gray hair, with great ideas that have been in the trenches. Use them. If they don’t have time to hop on a call, send them a survey.

Lee Kantor: [00:15:42] Now you mentioned part of your services events. How important are events in today’s world where, especially as we’re coming out of a pandemic, people are hungry for those kind of meaningful interactions with other people?

Amy Parrish: [00:15:56] It’s interesting you would ask that question. I would say that people coming out of the pandemic are either hungry or hesitant to interact. And so you still see a lot of that hesitancy. So every event that we’re producing right now has an in-person and a virtual component. And I actually think that maybe for the foreseeable future in our industry, that’s going to be a requirement. So so I would bring that up. I would also say that those who have come out of the pandemic, although they are hungry to be in public, they are overwhelmed and understaffed. So having that virtual component is also important so that if they aren’t able to attend in person. On their own time. They can play catch up, if you will, and and learn from that learn from that experience in some other way at a lower cost. Having said that, the events that we have produced and we’ve had ironically. A physical event. Every two weeks, every two weeks, probably four since December. And so the companies are hungry to get face to face with their customers. The virtual component, I think, is going to be required. And what I will say is that although we’re offering distance experiences, they’re excited to come and they’re coming in droves. I would also say that we will continue sort of the safety regulations around encouraging people. They don’t have to wear masks, but they can or maybe should.

Amy Parrish: [00:17:55] We’re going to continue to offer food and drink. That is not necessarily a shared item, but a handheld item in a separate served separately in a separate container of some sort. But I will say that it’s been really wonderful to plan events and see how people appreciate them so much. I actually feel that there’s not a single brand on the planet that wouldn’t benefit from the excitement of consumers today of any type to be able to come to an event. Most of our events have been business to business and CEOs are showing up, in fact. And for a while there, that was hard to do. In fact, we just did an event called the International Poverty Forum, and we had more C-level executives in the crowd than I think I’ve ever seen at any event in ten years. And it was because not only were they invested in the community and wanting to give to be present, they also wanted to give back. And I see a big trend with events that even if it is a for profit company with a for profit message, they’re offering a non profit contribution, a percentage of what’s raised fundraisers at their dances or concerts, silent auctions with donations to nonprofits. It’s been really interesting to see sort of the kinder, gentler economic model that I’m seeing today.

Lee Kantor: [00:19:38] So what do you need more of? How can we help? Are you looking for more clients or are you looking for more talent? What is kind of the most pressing need at rhythm?

Amy Parrish: [00:19:47] Thank you for saying that. How about all the above? We love meeting new talent. We’re always looking. We’re always interviewing. So send them our way. If anyone expressed expresses interest. We are certainly growing and we don’t want to stop that momentum. So if anyone is interested in talking to rhythm communications, send me an email. A parish at Rhythm Communications. And we are we’re open for business and excited. Our office is located in Buckhead and we work part of the week from home. But we’re glad to meet you face to face. So I hope you’ll keep us in mind. And it’s been a great honor to be here.

Lee Kantor: [00:20:35] Today and the website for Rhythm Communications.

Amy Parrish: [00:20:39] W WW dot rhythm communications dot com.

Lee Kantor: [00:20:42] Good stuff. Well, thank you so much for sharing your story. You’re doing important work and we appreciate you.

Amy Parrish: [00:20:47] Well, I appreciate you. I love what you guys do and I’m a fan, so if that helps.

Lee Kantor: [00:20:53] Thank you. All right. This is Lee Kantor Rochelle next time on the Atlanta Business Radio.

 

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Tagged With: Amy Parrish, Rhythm Communications

Dionna Collins With ComfiArt

April 25, 2022 by Jacob Lapera

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Atlanta Business Radio
Dionna Collins With ComfiArt
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ComfiArt

DionnaCollinsHolding a Bachelor of Fine Arts in Graphic Design from the Art Institute of Atlanta and a Masters of Science in Internet Marketing from Full Sail University in Florida, Dionna Collins is a woman of all things creative. She is the Founder and CEO of ComfiArt, a visual arts incubator, one-stop resource hub, and advocacy source founded in 2016 to create an affordable way to bring unique art into the home space.

Collins empowers artists through Atlanta’s most inclusive community of resources for BIPOC entrepreneurs in the creative space. In addition to providing business tools, ComfiArt creates opportunities for artists to learn from other creatives who have successfully elevated their brands, through their signature Design & Muse Program, which serves as a yearly artist innovation masterclass.

Collins advocates for pay equity and strives to eliminate the notion of “starving artists.” She believes artist advocacy is a socio-economic empowerment tool and that local creatives add layers to the fabric of cultural communities. She hopes that ComfiArt and its community provide access to relationships and resources that expand artists’ audience reach while simultaneously closing equity gaps.

Connect with Dionna on Facebook, LinkedIn, and Twitter.

What You’ll Learn In This Episode

  • About ComfiArt
  • Advice for other female/BIPOC
  • Most impactful stories about ComfiArt

This transcript is machine transcribed by Sonix

TRANSCRIPT

Intro: [00:00:04] Broadcasting live from the Business RadioX studios in Atlanta, Georgia. It’s time for Atlanta Business Radio brought to you by on pay Atlanta’s new standard in payroll. Now, here’s your host.

Lee Kantor: [00:00:24] Lee Kantor here, another episode of Atlanta Business Radio. And this is going to be a good one. Today on the show, we have Dionna Collins with comfiart. Welcome.

Dionna Collins: [00:00:33] Thank you. Thank you for having me.

Lee Kantor: [00:00:35] Well, I’m excited to learn what you’re up to. Tell us a little bit about comfort. How are you serving folks?

Dionna Collins: [00:00:41] Yes. So comfy. Ah is an agency and a business incubator that provides visual artists with business resources and network opportunities through our four pillars, which are ecommerce, community events and partnerships.

Lee Kantor: [00:00:58] So how did you get involved with this? What was the genesis of the idea?

Dionna Collins: [00:01:04] Well, I’m originally from Boston, Massachusetts. I moved down to Atlanta when I was 11 years old. I always loved art, go into the Museum of Fine Arts, the Pops in Boston, and then moving here. I really love the you know, the community and the collaboration that Atlanta has. When I when I was younger, I went to the Art Institute of Atlanta and then went to Full Sail University for my Internet marketing and really was just so immersed in the arts and graphic design and stuff like that. So that’s where it really started with the love of art.

Lee Kantor: [00:01:56] So you started out with the love of art. Are you an artist as well or you’re an organizer of this incubator for artists?

Dionna Collins: [00:02:04] I am an artist myself. I love doing abstract art and also creating art like collages and all of that stuff. So me helping artists find their way through the business part of things was really a passion of mine because that’s something that I was always searching for.

Lee Kantor: [00:02:33] Do you find that a lot of artists might be good at their art, but they have a difficult time, you know, kind of making money from it and they, you know, fall into that trap of being a starving artist.

Dionna Collins: [00:02:43] Yes. And yeah, we don’t want to put that up in the air of starving artists. We really here at Coffee Art want to help them navigate through that. Like you said, we all know that some artists want to just focus on just the art, but not during COVID. I really saw that a lot of these artists weren’t prepared to get funding because they didn’t have their foundation. As far as like having that end have their business registered to the state and they really lost opportunities not having those foundational things to to help them through their their career and passion.

Lee Kantor: [00:03:27] So what happens if I’m an artist and I say, hey, I’m interested in comfy art? How does it work? Like, how do I get involved?

Dionna Collins: [00:03:34] Well, currently we have a membership, which is one of our four pillars where the artists can come on coffee art dot com and be part of our comfort community. It is free to apply where they can free to join, where they can come and get resources and different mentorships and have a lot of webinars that we have to help them guide them through their artistry and also help them with their entrepreneurship in art.

Lee Kantor: [00:04:14] So you can help take that struggling artist and really put them on a path to start making money and really kind of live that dream of being a successful artist.

Dionna Collins: [00:04:24] Yes, absolutely. We also work with partners, partners such as United Way and Ting Internet that is located in Canada, where we put them into opportunities with brands, where they create community incentives in their in their local areas that they serve.

Lee Kantor: [00:04:49] Now, having worked with artists for a little bit, can you share maybe some some advice for them so they can kind of get off on the right foot so they can give themselves the best chance of succeeding?

Dionna Collins: [00:05:03] Yes, absolutely. So as an artist myself, you know, there is a lot of resources out there that are community and nonprofit that they can join. I think that, one, you should always have some type of mentor to help you guide. And that’s also what we have here at Coffee Art. And then also, like myself, I like to go to do some free, you know, painting class or anything like that to get the juices going when I’m creating new art pieces.

Lee Kantor: [00:05:42] Now, what about any advice for budding entrepreneurs? Because being an artist, you’re an artist, but you’re also an entrepreneur, right?

Dionna Collins: [00:05:52] Yes. Yes. So with the entrepreneur, I think when you’re going to sell anything and it doesn’t mean it could be art, it could be, you know, your bags that you sell at vendors like. It’s really good to have your website, social media. A lot of the platforms that we have, like Shopify or Squarespace really have you to connecting to to those platforms for you to sell now. So those are the things that I would really focus on as an artist to start growing your connection with your own community online.

Lee Kantor: [00:06:37] Has there been a story you can share maybe the most rewarding story that has come about since you began doing this kind of work?

Dionna Collins: [00:06:46] Yes, I have an artist named Mariam Mama, and she has been with us for three years. We have a program called Design and Use that. We have an artist call which is now open if anyone wants to, to participate where they create their original artwork. And they and we put their artwork on all sorts of products, apparel, shoes, anything that you really think of, like plates, anything we can put art on. And with her being with us, we were able to mentor her and grow. And she’s been on. Her artwork has been on The Fresh Prince of Bel-Air new show. She’s been on cover magazines for her artwork. So she’s really has grown in our community and we’re so happy to see that with our help.

Lee Kantor: [00:07:55] So what do you need more of? How can we help you?

Dionna Collins: [00:08:00] Well, I mean, I would love everybody to just go to our website at WW Comfy Art or go to our social platforms with Under Coffee Art, ac0fiart and you can get more information and connect with us.

Lee Kantor: [00:08:21] So you’re looking for more artists, but you also need people that buy art, too, right?

Dionna Collins: [00:08:25] Right. Absolutely. With our Designer Muse program, we have new artwork every year and whatever you buy through us, it also the artist will also get their portion of the profits also throughout the year.

Lee Kantor: [00:08:47] And then what are you most looking forward to as you continue to grow this platform?

Dionna Collins: [00:08:53] I’m looking to build and expand into the United States and also international with our community and also connect with more brands to place some of our amazing artists on our in our community.

Lee Kantor: [00:09:10] Now, is the platform only virtual or is there an in real life place where people can see art?

Dionna Collins: [00:09:18] Well, we have our events where we do in the comfort zone, which is a panel event that we do in person and also stream live. We currently have two that we’re going to be doing next month, one in Charlottesville, Virginia, and then also a dinner, private dinner that we’re going to be doing at the end of the month for some key people.

Lee Kantor: [00:09:48] Well, congratulations on all the success. One more time. What’s the website?

Dionna Collins: [00:09:53] The website is wwwerc0mfiart.

Lee Kantor: [00:10:00] Well, thank you for sharing your story. You’re doing important work, and we appreciate you.

Dionna Collins: [00:10:05] Thank you. Thank you so much for having me.

Lee Kantor: [00:10:07] All right. This is Lee Kantor Cantu. Next time on Atlanta Business Radio.

About Our Sponsor

OnPay’sOnPay-Dots payroll services and HR software give you more time to focus on what’s most important. Rated “Excellent” by PC Magazine, we make it easy to pay employees fast, we automate all payroll taxes, and we even keep all your HR and benefits organized and compliant.

Our award-winning customer service includes an accuracy guarantee, deep integrations with popular accounting software, and we’ll even enter all your employee information for you — whether you have five employees or 500. Take a closer look to see all the ways we can save you time and money in the back office.

Follow OnPay on LinkedIn, Facebook, and Twitter

 

Tagged With: ComfiArt, Dionna Collins

Scott Tapp With Trella Health And Kelly Bryant With AMI

April 22, 2022 by Jacob Lapera

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Tech Talk
Scott Tapp With Trella Health And Kelly Bryant With AMI
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This episode is brought to you in part by our Co-Sponsor Trevelino/Keller

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20220418154937

Scott-TappAs CEO and a Board member, Scott Tapp leads Trella Health’s advancement of our main mission: to impact meaningful change in healthcare. Passionate about building and leading teams, Scott works alongside Trella’s Board and executive leadership team to formulate and execute our corporate strategy and implement operational best practices and metrics to scale and grow our business.

For 20 years, Scott guided rapidly growing companies to successful exits. Prior to joining Trella, he was managing director of SBI, a consulting firm advising PE-backed companies on growth acceleration. Before that, he was CEO of Software Brands, a fast-growing SaaS company providing software and payment solutions to small businesses.

He also held several leadership positions at PGi, a communications technology firm, where he helped grow the business to $560M in revenue and $140M EBITDA through organic growth and 24 acquisitions. He held multiple general manager roles, including the company’s SaaS division, which started from a small acquisition and quickly grew to over $100M in revenue when the company sold in 2015.

Scott started his career in investment banking and worked in two venture capital firms investing in early-stage technology companies. He is a US Navy Veteran and graduated in Finance from the University of Georgia.

When he’s not cooking up new creations on his Green Egg, Scott enjoys kite and wake surfing, snow skiing, and fishing with his family, friends, and yellow labs Bailey and Beau.

Kelly Bryant, Chief Product Officer with AMI, drives the cross-functional process of market analysis, monetization of products, evaluation of products’ fitness for ecosystem and go-to-market strategies.

He has an MBA from the University of Chicago Graduate School of Business, a master’s in electrical engineering from the University of Florida, and bachelor’s degrees in electrical engineering and physics from North Carolina State University.

This transcript is machine transcribed by Sonix

TRANSCRIPT

Intro: [00:00:07] Coming to you live from Atlanta, Georgia. It’s time for another episode of Tech Talk with your host, Joey Klein.

Joey Kline: [00:00:18] Good afternoon. Welcome, everyone to another episode of Tech Talk. So on this show, we’re going to be interviewing two companies. First, we’ll be talking to Kelly Bryant, chief product officer at RMI.

Kelly Bryant: [00:00:29] Hi, Joey. Thanks for having.

Joey Kline: [00:00:30] Us. Yeah, sure thing. And then we’re going to get to Scott Tapp, who is the CEO of Telehealth.

Scott Tapp: [00:00:35] Hey, Joey. Thanks for having me.

Joey Kline: [00:00:36] Yeah. Sure thing. So, you know, the I think the interesting part about both companies today is one of them, Amy, that we’re going to start with is a company that a lot of us interact with on a day to day basis and don’t really know it. And I’m going to I’m going to be interesting to have Kelly tell us more about that. Telehealth is a really interesting health care IT company. Born and bred here in Georgia and working on some really ubiquitous and widespread issues that I think are going to be interesting to explore. So, Kelly, we are going to start with you. Okay. Okay. So RMI. What does Amy stand for? Or did it used to stand for something and now it’s somewhat meaningless.

Kelly Bryant: [00:01:16] Like most companies that ended up just going to the acronym Army Stood for American Megatrends and now just known as. Am I.

Joey Kline: [00:01:25] Right?

Kelly Bryant: [00:01:26] And if you’re old enough as I am, most people remember Amy, because whenever they would turn on a server or a computer, there’d be a boot banner. And it always say American Megatrends. So that’s what got embedded into a lot of people’s minds in terms of what army did.

Joey Kline: [00:01:41] Okay, this is like one of those things where, you know, based upon what television shows you watched or music you listen to, you know, you can tell sort of where you are in the age range by did you see that come up on the banner or not?

Kelly Bryant: [00:01:51] We’re going to talk about context in a minute. So, yeah.

Joey Kline: [00:01:55] Okay. So what is what what is so ubiquitous about Amy? Why, you know, this is somewhat fascinating to me when I encounter companies that are based right here in Georgia that really touch all of our lives, that if you ask most people, they wouldn’t really have a good idea of what they do. That’s kind of what I like to do on this show. So give us kind of the high level. What was Amy? What is Amy? What is am I going to be okay?

Kelly Bryant: [00:02:21] So the reason why I is ubiquitous is that when anywhere there’s a compute. Right. And we’ll talk about that in a minute. In terms of what’s driving compute, you’re going to have Amy. And so most people don’t know this, but you’ll find if you’re walking down Hartsfield Jackson and Hartsfield-Jackson Concourse and you see a video advertisement display, that’s more than likely am-I in it, the modern kiosk where you print out your ticket, that’s an Army solution. You’ll find us in automotive sector, you’ll find us in trains and the German train system. So anywhere there’s a compute system, there’s some type of army technology. We ship in about 70% of all the servers that ship out every year. And then also desktop and laptops. We’re in about 40% of those as well. So like I said, Army and what we focus on, we’re primarily a technology company, focus on the world of compute. And what that means is that we provide essential technology and that technology is defined as firmware, and that form is going to let you do three core functions of three critical functions and compute the first, it’s going to let you turn on your computer. There’s some stuff that has to happen before your CPU can actually turn on. We’re going to let you manage it. So over the life cycle and more importantly, we’ll let you manage it remotely because a lot of servers, there’s no one physically there or it’s deployed out on the edge somewhere or in a 5G tower. And then most importantly, we’ll let it run secure or we’ll ensure that it runs secure. You know, given all the vulnerabilities that we hear about today, we’ll make sure that nothing is tampered with that firmware and if it has, will correct it.

Joey Kline: [00:04:05] Okay. So so let’s take a couple of those examples. You talked about a kiosk display at the airport. You talked about a turnstile at a martyr station. Are you selling your solution into a chipmaker or into a hardware manufacturer or both? And it just depends.

Kelly Bryant: [00:04:22] It’s both and it just depends the route to market. So let’s let’s back up and talk about the supply chain, because that really will show how we go to market. So in the days I.T. world, the supply chain is pretty complex and it really begins with working with the silicon technology partner. And what that means is that when their CPU starts to turn on, it’s got to have firmware, it’s got to have something that runs it, which means that we have to be engaged very early in the development with an Intel and Ampere and AMD to bring up that silicon, to make sure that we enable certain features and certain capabilities that gets designed in what’s called sort of a playbook, if you will, customer reference platform. And then that playbook is seeded out through the market. So anyone that wants to design in that system has a playbook. It says This is how you design it, this is the component you need. This is a software you need. Okay. Now, today, and especially in the server space, most everything comes out of Taiwan. That’s where it begins. And it comes out of the original design manufacturers or odms for short. They take that reference platform and then they design multiple SKUs of that.

Kelly Bryant: [00:05:34] So so we so we partner with the technology, partner on the silicon, and then we sell sometimes directly to the ODM because they are manufacturing the motherboards in the systems that then get deployed out in the industry. Now those gifts are shipped to the what we call the point of use market, these people that are actually using it. So I think a big hyperscalers, you know, think of your Fortune 1000 companies, right? Those are the end users of it. And so we’ll also work directly with them because sometimes they need some customization or they want to actually design their stack themselves and we’ll partner with them. So, so we really have a three pronged approach in terms of how we go to market and how we ship it. The kiosk ships into the embedded market and the embedded market is a set of manufacturers that really focus on a specialized type of server. It’s a ruggedized server that can withstand temperature, heat, you know, a ruggedized environment, small form factors, and then they will develop it for general use, case market that gets deployed, like I said, all over the market.

Joey Kline: [00:06:41] Okay. So we’re talking about a critical piece of technology that we interact with on a day to day basis, whether or not we know it. This sounds like when I try to say here, not necessarily a sure thing, but it sounds like a really good way to stay in business as in, you know what the technology that we use needs you. So you as the chief product officer, you come on board to build a product group. And I guess my question is, okay, we have technology that is used all over the place in many different types of functions. Your job as a product guy, are you there to ideate on new products to increase the bandwidth of existing products, to get into new markets? What’s the charge on your end, given that you you know, part of this, I’m sure, sells itself.

Kelly Bryant: [00:07:33] So, yes, to all of that. So the way I conceptualize chief product officer is my job is to my team’s job is to come in and to develop a product vision based on the CEO’s mission and what we want them to do and then to execute on that vision. And that vision includes existing markets, making sure that we stay relevant in there, going into new markets and the new market segments and then developing or building completely new capabilities, capabilities. But these are all aligned under sort of a holistic product family, if you will. Everything needs to sort of have a purpose and fit in place. And that’s you know, I strongly believe that the product portfolio needs to have a narrative and a story of what is it there for and what’s the value to the customer as well.

Joey Kline: [00:08:25] And so you’ve you’ve been with me for, what, maybe a year, year and a half or so.

Kelly Bryant: [00:08:30] A little over a year, but it feels like 20. And the reason for that is that so I moved down from from New England to run a division of AMI that got sold to LSI. Lsi is now known as Broadcom, so it was the mega division. And we’ll talk in a minute about this, one of the superhero powers of AMI. But AMI was really the first that pioneered that market. It was it was firmware for RAID, which basically is how you protect your disk to make sure you can keep your data. Every Dell server today which would have a controller is a mega raid card, NFC, Lenovo and so forth, with the exception of HP. Q So when I moved down, I took that team, and that team has the same culture, you know, the same philosophy on how they support the customers. And of course, we knew a lot of the same people. So when I joined RMI, we knew the same customers, you know, we knew the same sort of focus on innovation and so it was like just sort of coming home again.

Joey Kline: [00:09:33] Yeah, that’s it’s interesting where our lives take us.

Kelly Bryant: [00:09:37] Small world.

Joey Kline: [00:09:37] Yeah. Really. Yeah. So, but, but this is very much kind of a new phase in am-I. I believe that you have there’s a new owner involved, correct?

Kelly Bryant: [00:09:45] Yeah. So the original founder. And so let me back up for 1/2. So the way am I started was one of our founders was at Comdex. And if you’re as old as me, people remember that was the show that everyone went to for electronics for PC. And so he was there with for design services and they had developed motherboards. So this young man came by and says, Can you develop a 386 motherboard, which has been very cutting edge at the time, the 88. Reality sex. Well, that gentleman was Michael Dell. So Dell was our first customer and that really sort of bootstrapped the entire company. Now, now am-I, like I said, there’s superhero power in my mind is the ability to recreate themselves over time, to be able to understand what inflections are coming in the market and then how to address them. So, Sam, I got out of the motherboard business whenever that market started to shift over to type one, and that’s when they began to focus on sort of the firmware element of what makes your computer run. And then, like I said, so then they develop the firmware that lets you power up your computer, the firmware which lets you manage your computer.

Kelly Bryant: [00:10:59] And then most recently we announced something that lets you let your computer run secure. And then, like I said, the raid that they did was firmware. But whenever the market started to shift to sell that the deployment mechanism was through a host bus adapter. Know they didn’t really want to do that because that was not their core values. So original founder finally retired. And so we got bought by a private equity firm called HGC and people that may not know that company. Steve Young is a president of that company and so we are really a 37 year old startup company right now. We are in growth mode, and part of that is that everybody knows with the pandemic, it really lit a fire in everybody’s digital transformation. So we’re growing like crazy. There’s new adjacent products that we’re going after. When you look at sort of how the market is evolving and how it is transitioning, firmware is going to take a much more central role. And when you look at how it gets used into the data center, there’s things that you have to do that only RMI can do to support the customer.

Joey Kline: [00:12:05] Well, I imagine that the the data center world is quite a target rich environment for you.

Kelly Bryant: [00:12:11] Well, yeah. Like I said when I was at LSI at the time, the thing that drove the market was the OEMs and the Fortune 1000 companies. The change when I came came back is now it’s all driven by the hyperscalers and that just has to do with the fact that that market is so much more relevant. Now, if you look at sort of how workloads are trending, how most of the enterprises have moved, you know, their enterprise applications to the cloud, the cloud, the Hyperscalers continue to grow and to grow and grow. And actually, if you look at reports of the total unit shipped, there’s a crossover point between the number of units that all the OEMs ship versus the HYPERSCALERS. And that inflection point is now.

Joey Kline: [00:12:52] And is that one of the product adjacencies that you’re referring to the work with?

Kelly Bryant: [00:12:57] Hyperscalers Well, we’ve always worked with Hyperscalers, right? So again, when we sell into the ODM market, it will go as a commodity off the shelf server and then it gets used in a lot of general applications. And one of the, you know, the cloud service providers like any data center or providing workloads that run on, you know, generic, generic hardware.

Joey Kline: [00:13:18] Okay. So you have always been a product guy yourself. What what is it that that appeals to you about that world and that function?

Kelly Bryant: [00:13:26] Yeah. Yeah. So I did start life as an engineer. I did it for a couple of years, but for some reason I gravitated towards the intersection between customers and business and technology. And for me, I wanted to learn how to products get designed. I mean, how do they get defined to begin with? Right? How do you solve customer problems? How do you create a business? And so the nice thing about that intersection is that you can be as technical as you want. You need to be somewhat technical because you have to translate requirements from the customer so that the engineers can then take that and and then build a product. But you get to work with finance, you get to work with sales, you get to work with marketing. So it lets you be a generalist, if you will, and maybe you’re a master of none. But but it’s still an exciting area. And the other thing I will say is that I view product management and planning as a destination. Meaning when I bring people in, I typically like to bring people that have had foundational experience in different parts of the company because they will bring different experiences into that. As we define products.

Joey Kline: [00:14:37] How do you balance the need for technical expertize and business expertize on your team.

Kelly Bryant: [00:14:43] So no one person can do it? All right. So you you like any team, right? A baseball team. You have a catcher, a pitcher, infielder. You collect a team that has different skill sets. In my view, at least I view my role is and everyone has a role. My job is to find where they fit in that organization and they can obviously best contributed. So today, you know, we have people that are extremely technical, but they need to be customer friendly. And what I mean by that is they need to be able to know what to say to the customer and what not to say to the customer. Then we have more sort of. Operational, business oriented people that can help run the business case and the pal and then we have go to market people I mean go to market is is a big thing in terms of the product realization process and how do you start to promote a product? How do you make sure, you know the pricing is right in all of that? So it’s a collection of people that form a team. That function is one overall unit.

Joey Kline: [00:15:39] Yeah, well, and you’re entering it a interesting place because I recall from our first conversation, it sounds like this is really the first time there has been a dedicated product team.

Kelly Bryant: [00:15:48] Yes. Yes. So I think, you know, RMI is primarily an engineering focused company and like I said, the there was there was product, it just wasn’t consolidated. So if the way they were organized before was a bit in silos, but they that that’s no longer the case. And of course, scale of business, you need to have product management, product planning, someone that’s thinking about the product holistically. So, so that’s really been my role to come in and really am I was doing that but it’s really just like I said, you know, providing some vision, focus and a framework for how do you think about products and then more importantly, how do you take them to the marketplace?

Joey Kline: [00:16:29] Sure. Having a centralized place in the organization for it to sit and someone you basically to. So, Harold, that vision.

Kelly Bryant: [00:16:38] Yeah. And then, like I said, I mean, I truly believe it’s it’s a team sport meeting. It’s not like product management comes in and says, okay, this is what you guys need to do and you just need to listen to me. I’ve worked in a lot of companies where that will not work. And, you know, great ideas come from all over parts of the company. So our job is to really, like I said, create a framework, create an environment where we can have these open discussions and then collectively as a team, hopefully we’ll make the right decision on what to build, when to build it, and more importantly, what not to build. That’s the other challenge that you’ll see in a lot of organizations is that, you know, they end up taking more and more on and I call it the tyranny, the urgent, right. It’s like when you’re supporting an existing business and you have customers that you need to support, which you need to support flawlessly, you can end up taking on too much, which then can suffocate your innovation side as well.

Joey Kline: [00:17:32] Sure. It’s you can you can try and be too many things to too many people. Right. And end up becoming nothing to no one. So, I mean, look at a time when you are building a team and helping this organization grow, how do you avoid that? How what is your leadership style such that it makes sure that everyone does stay on track and keeps the primary goal in focus.

Kelly Bryant: [00:17:55] So I think. So again, again, I, I think that the goal here. Right, is to understand what the team is good at. The other thing that so way there’s three sort of phases. We’ve got sort of lead, engage and build. It’s sort of the mantra that we have here. So the first thing is, is that we’ve got to set a priorities really around maintaining the existing business, making sure that we don’t get caught flat footed with new technologies and other things like that. We have an engage element, which is a K. We want to work with market leaders because at the end of the day am-I, we provide something that goes into another product. And so we don’t necessarily sit at those in markets. So the best way to learn is to engage with the market leaders from a requirement standpoint to make sure that we get those in there. And then the build element, the build element is really the things that are unique above and beyond the adjacency. So what we do basically is that we have a priority list and we have a team that we focus on a given set of things. And so we basically have prioritize those things and then we manage those because assumptions change. The other thing is we carve out resources that focus on incubation because again, the concern, the problem that you’ll have is if you don’t do that, tyranny of the urgent will come in and consume resources that you need to focus on the next generation platforms and products. Because again, as a technology company, I can only, which is I would think most technology companies understand is that the pace of innovation is extremely fast. And if you move, if you lose an inflection point, your ability to catch up is very difficult and you may even be out a whole generation. So you do everything you can to make sure that you don’t lose that inflection point.

Joey Kline: [00:19:46] Yeah, it’s a lot of pressure.

Kelly Bryant: [00:19:50] Yeah, but it’s fun. Like I said, I’m having a great time. It’s a great team. Like I said, the culture at RMI is really good. The one thing, like I said before when I came in, the culture that existed before is it’s an innovation, it’s a core focus of RMI and the way they have. We have 700 patents and growing. The the thing that gets reinforced is that every year there’s Innovation Week. And so what we do is we try to encourage all walks of the company to come in and provide innovative ideas. And the key thing here is it doesn’t have to be technology, it could be business, it could be it could be process. How do you do things better, faster and smarter? So then we’ll put these these teams through a Shark Week kind of environment. We give them four pages. They’ve got to get to the point. And then more importantly, they have to be able to articulate what’s the value to the customer. Because at the end of the day, if it’s not aligned to a customer value or a benefit, then we probably wouldn’t pursue it. And then we take that and we try to operationalize it.

Joey Kline: [00:20:57] That’s that’s that’s a cool, cool project. What has changed, if much of anything since private equity has been involved and CEOs transition has occurred?

Kelly Bryant: [00:21:08] Just like I said, I think there’s there’s more focus, there’s a stronger alignment across all the product teams and what we’re trying to do. Shawn Joy is our CEO and he’s set a vision that we all we all execute to. We we are private equity. So we’re back. So we’ve been in investment mode trying to grow the team. We hired 600 people last year, so we are growing and expanding.

Joey Kline: [00:21:35] That’s incredible.

Kelly Bryant: [00:21:36] Quite rapidly, right.

Joey Kline: [00:21:38] Where across what geographies are you are all geographies. Everything.

Kelly Bryant: [00:21:41] Yeah. Yeah. Taiwan, India and also the US as well. Yeah.

Joey Kline: [00:21:45] Wow. That is that is very fun.

Kelly Bryant: [00:21:47] And I will say like the other unique thing about RMI is that it’s been here for 37 years, but most people have stayed. I mean we have people that have tenures of 20 to 20 5 to 30 years.

Joey Kline: [00:22:02] That’s incredible.

Kelly Bryant: [00:22:03] And it is especially in the technology field because most people, especially in the compute, which is really a small world, you know, most people most of that is out on the West Coast. But I think the reason for that is largely Atlanta’s a great place to raise a family. The you know, the sort of the you know, the environment here is great, the university, the transportation system as well. And then I think, you know, if you look at Intel’s moving in, Microsoft’s moving in, you know, they’re only finding out now what a lot of tech companies in Atlanta have known for a long time.

Joey Kline: [00:22:37] Yeah, that’s right.

Kelly Bryant: [00:22:37] Secret’s out. This is a great place to come and to recruit and to grow a business.

Joey Kline: [00:22:42] Yeah, it is. So what are the next 12 to 18 months look like for you? What’s what’s the big goals for the team other than just, you know.

Kelly Bryant: [00:22:50] Security, security, you know, security, and then making sure that the that our solution in the data center is easy to match. Manage. It’s easy to secure. It’s easy to orchestrate. You know, like I said, when you look at sort of where the industry is going back in the nineties, early 2000, it was the Enterprise Data Center. They are basically consolidating and building out these huge enterprise data centers toward these workloads. Mid 2000 to early 2000s to mid, you know, you had the emergence of the HYPERSCALERS. So AWS initially, you know, most people didn’t want to put enterprise applications out there. Now that’s, you know, common SAP ERP are out there. So as you move in the 20. So today, 90% of all data that is created and process is done in that core data center. By 2025, 70% of all data created is going to be out on the edge. And the reason for that is if you look at all these connected devices, autonomous driving, you know, manufacturing to date, all these things are generating a ton of data, streaming data, and it has to be analyzed at the source because you can’t transfer it over and analyze it. And you’re driving a car, which generating a lot of data you can’t afford to delay in terms of making an intelligent decision. Right. So you have to move, compute, compute to wherever the data is being generated and data is growing like crazy. And so that’s a big focus of RMI as well in terms of making sure that we provide solutions and capabilities that are optimized for that environment.

Joey Kline: [00:24:29] That’s great. That is super interesting. So if anyone listening wants to learn more about AMI, what’s the website? Where should they go? Amica dot com. Right. Easy enough. Great. Kelly, thanks a lot for coming on and telling us your story.

Kelly Bryant: [00:24:42] Thank you so much.

Joey Kline: [00:24:43] Appreciate it. Sure. All right, Scott, you’re up.

Scott Tapp: [00:24:46] Thanks, man. That was awesome. Thank you. I always love learning more about product organizations. I had a lot of questions, but I’ll wait.

Joey Kline: [00:24:53] So afterwards. Well, yeah, we can that’s that’s kind of part of that’s kind of part of the fun of this that, you know, you guys get to meet and hang out as well. Yeah, yeah, yeah, yeah. So so you have an interesting story as well just in terms of your path to Trello and just kind of what your operating procedure has been, you know, company to company, maybe give a little bit about your your background and how you started and what your what your M.O. is and what’s going on at Trello.

Scott Tapp: [00:25:22] Yeah, well, that’s a lot.

Joey Kline: [00:25:25] Like it’ll take us through at least a couple of minutes.

Scott Tapp: [00:25:28] Quick background. Well, first of all, I’m from Atlanta, GA. Six generations and never other than being in the Navy, kind of found myself here most of the time and traveling, of course, I started in investment banking and the finance side and then in the venture business, working with a couple of family offices, investing in companies, which I loved, but I wanted to sit on the other side of the table for a while and just become, you know, get some operating experience. And so in 2004, I decided to do that. And it’s been 18 years of operating experience. Yeah, and it’s been fun. So we built a pretty cool communications company, public company. We ultimately sold. I was a general manager of the SAS business there and 24 acquisitions and a lot of growth in the business, which was great. I then was recruited to be CEO of another software company. Then I was managing director for a strategic consulting company, kind of focuses or competes with Bain and McKinsey and go to market execution and then decided to take on for the first time a fairly early stage growth company, another SAS business, but health and it’s been super exciting.

Joey Kline: [00:26:41] And so the decision to take on a business that was a little bit of a different profile both in stage as well as industry. From what you’d been involved in, was it, hey, I want a new challenge or was it this business is just so compelling I can’t look away from it? Or was it some combination of those two?

Scott Tapp: [00:27:00] Yeah, it’s definitely a combination, but it’s also a strange time. And so most of my career has been on the road building, growing regionally, expanding internationally, launch in India, whatever it may be. And when I was when I was approached by the board and this particular opportunity one, it was functionally a SAS business, which is my sweet spot. But one thing I had not done is spent time in health care and just dig it in the diligence on the company and understanding more about what they’re doing. It was really appealing. Not only that, what was really appealing was the fact that they’re based right here in Atlanta and.

Joey Kline: [00:27:41] Stay for a little.

Scott Tapp: [00:27:42] While. You could get your hands around, you know, 60 people is a fairly early stage company. And so that’s why I decided to do it. And interestingly, started April 1st, April Fool’s Day in the middle of the pandemic, right when it started. So. Years ago. But it’s been it’s been fantastic. We’ve had just a great ride and things are going quite well.

Joey Kline: [00:28:05] That’s great. We’re going to get into that. So give us the headline of Trailer Health and let’s not bury the lead here. What’s what’s the goal of the organization?

Scott Tapp: [00:28:14] Yeah, so well, the headline is really a data insights company that helps the health care world understand what’s going on in their markets. And we have access to and we focus our our time on the senior care population 65 plus we have access to all of the claims that they file and process. And we take those claims and we watch these people move longitudinally throughout the care settings from one doctor to one hospital to one place at a time. And we can track everything that’s happening with them, and we learn a great deal from that. And we turn that learning into insights that we provide back to the providers, the providers of the care, to help them improve performance and help them improve outcomes and hopefully lower costs get better outcomes.

Joey Kline: [00:29:05] Well, and look, it’s a I think whenever anyone talks about health care, they talk about the 17% of GDP that our health care spending takes up. And what do you do about that and how does that how do you manage that, especially with a older population that is going to use up a lot of health care? The number that you gave me in terms of what value that takes up of the 4 trillion spend, I guess I shouldn’t have been surprised, but it is quite large. It’s what, one and a half out of.

Scott Tapp: [00:29:34] Four, not quite half the spend is in that world and it makes up about 20% of the US, the 60 plus with about 360 people there, 60 million. So it’s about 20% of the US population. But understandably as you get older, costs more and care is needed more and comorbidities happen. And that’s just where a great deal of the cost is the the, the cost of health care in the US and my opinion is never really going to go down. Right. Populations grow in technology, innovation happens, things are more expensive. But the the challenge is figuring out how to care and provide optimal care at a better price with better outcomes. Sure. Which in turn is targeting waste.

Joey Kline: [00:30:19] Especially for the population that is using the most.

Scott Tapp: [00:30:21] Care. Exactly. Yes, we were we were just on this morning, there’s about $26 Billion of waste that goes from a hospital to when you leave a hospital. Knowing where to go and what to do next is a gap.

Joey Kline: [00:30:36] When you say waste, let’s define exactly what you mean by waste.

Scott Tapp: [00:30:39] Well, people end up in the wrong place spending money on things that they shouldn’t be spending money on. Maybe they get discharged from a hospital and needed to go to a home health setting for some specialty or expertize. And they were discharged without any any recommendation for home health. So they go home and next thing you know, something happens in their back in the hospital where the most expensive part of care sets. So those little those little simple mistakes not knowing what to do next. Yeah they add up.

Joey Kline: [00:31:06] So so what is the weak link there? What or who is not communicating to produce that waste and what or who is the solution?

Scott Tapp: [00:31:16] Well, that’s a great question. So the biggest issue is from our from our view is when you when you think about leaving a hospital or leaving a physician, you get lost. Literally you would ask your person who referred you to some other service if it’s a rehab facility or whatever it may be. How are things going with your patient? And you have no idea. You know, it’s just the visibility is people say going from acute or the world of the hospital to non acute meaning post acute where they leave the hospital, they have other services. There’s no clear way of figuring out who’s going, where and how they’re doing and the communication gap. Everyone’s on different systems or different infrastructure or different platforms. They have different insurance providers. And you can imagine the it’s just it’s just very complex.

Joey Kline: [00:32:06] Yeah. But okay. So, so, so yes, I think anyone, whether whether you’re old or young who has interacted with the health care system, can understand this. We’ve all seen it in our own lives. You know, look, especially in an emergency setting, you know, there’s just churn. Doctors churn through patients. It’s on to the next and it’s not saying it’s right. It’s somewhat understandable how the outcome occurs. Oc So then we have your technology, yes, that is designed to reduce, alleviate, you know, get rid of some of these problems. How does the technology interact with health care providers in order to get that outcome?

Scott Tapp: [00:32:46] Yes, great, great question. So our focus has been on what we consider the post-acute market. So you leave a hospital, what happens to that person and care before our data and insights came out? You have no idea. So you have all these post-acute providers who are providing care. They don’t know what their competition looks like. They don’t know how they’re performing as it relates to cost and readmission rates back to hospital compared to their competition. The they don’t know what. Physicians are referring patients to what location in their geography and the challenge with that being that maybe you as a post-acute provider have a specialty, maybe it’s cardiology. Some sort of cardiology specialty is something you provide where they’re sending patients to the wrong place. What our insight has done in the post-acute world is it’s given enough market data to see their competition, to look at their performance, to look at their readmission rates so they can really raise the bar against the rest of the market. That’s what we’re trying to do, because ultimately that competitive nature is going to improve outcomes. Sure. So the insights alone, great example. I’ll give you just some simple ones. If you were to leave Brady and be referred to a skilled nursing facility for maybe you had a hip surgery and you need to go for 30 days for rehab, they’re going to possibly send you to three facilities. But what Grady doesn’t know is which one is the best facility, which one has the lower cost of care but better outcomes, meaning they have lower reimbursement rates back to a hospital. And we found in our in our data and our insights that you could send a patient to a skilled nursing facility, one that cost $30,000 of service, and the same patient would go to skilled nursing facility two and it would only call 17,000 and they would have better outcomes. That transparency is what we’re trying to.

Joey Kline: [00:34:45] So now we’re getting a little off track here because I’m curious about this. So let’s take those skilled nursing facilities. So from a pricing perspective, I understand that your technology also allows them to see how they’re doing next to competitors when those skilled nursing facilities are pricing their services. Is it in a vacuum? You know, how does one in a similar geography charge 17 and one charges 30 example?

Scott Tapp: [00:35:10] It’s not the way they price, it’s the services they’re providing. So maybe they’re doing something and keeping a patient longer. Maybe it’s something around. They’ve they’ve done something to have to have the patient go back to the hospital. And they weren’t taking care of a symptom that was happening.

Joey Kline: [00:35:27] They’re simply not using as much care. Yeah. Yeah.

Scott Tapp: [00:35:30] And right, exactly. Yeah, sure. Most of most of the time, the the procedures being paid for by Medicare, they’re all set. They’re all settings.

Joey Kline: [00:35:40] Sure. Okay. That’s that’s that’s right. We are talking about the over 65 crowd. You know, a very high percentage of them are going to have Medicare or Medicaid, I imagine.

Scott Tapp: [00:35:48] Exactly. 95 plus percent.

Joey Kline: [00:35:50] And so what the rest of them are just those who choose to pay for some sort of supplemental. Very.

Scott Tapp: [00:35:55] Yeah, very few. But maybe commercial. You wouldn’t want to buy something.

Joey Kline: [00:35:57] Yeah. Okay. Okay. So it’s a really, really big market and a really big problem. And especially when you’re at your stage of growth, it’s very important to focus and not try and be everything to everyone as we sort of, you know, discuss with Kelly. So how do you how do you keep that vision now? And, you know, how do you guide a team to be laser focused? Because I imagine as I’m thinking about this technology, it can probably apply to a lot of different areas of health care. And I imagine that you maybe have had some investors or board members that have said, hey, why don’t you branch out and do this? So how do you keep the vision and the focus to the team?

Scott Tapp: [00:36:37] Yeah, it’s a great question. And the answer to that is, yeah, we we have a lot of opportunity. We we we have about 14 billion claims that we can process and create analytics. We’ve only touched about two and a half billion of them. So, you know, your mind starts to go, Oh, wow, you know, we should guy, there’s so much more we can do. But the reality of it is we we have to just stay focused. And the way we do that is we implement and have implemented. I started at two years ago. Rockefeller habits were just some simple scaling up methodology where you can sit back and say, okay, where, where is our priority? How is everyone aligned? Are we doing the right things every day and every week to make sure that we’re hitting the simple goals? And when it comes to ideation and when it comes to things like, Hey, we can go do this and we can go to that, that’s great. But it’s really just executing on what our plan is. And, you know, you take all these ideas and there’s a chief product officer, he would know better than anyone. You know, you get them from everywhere. Everyone has an idea, but it’s where you channel your energy and then just make sure you’re staying focused.

Joey Kline: [00:37:43] What has been again, this is so clearly SAS, SAS veteran, but first time health care company, what has been the most interesting or something that you just didn’t think you would encounter in health care that, you know, obviously, you’re we all enter we all interact with the industry. Right. You have not interacted with it necessarily from a professional technology standpoint, what surprised you the most?

Scott Tapp: [00:38:08] It is complex. And as much as I’m so curious, I I’m reading every day. I learn every day. I talk to people every day. And it’s amazing how much you can keep learning. Yeah, every day. And that’s what’s so fascinating and wonderful about this industry. And even even in the small area that we’re focused, not even we’re just we’re not in life sciences, we’re not in devices. We’re not we haven’t even touched. We’re just in a segment of senior care.

Joey Kline: [00:38:39] Segment of a sector. Yeah, totally.

Scott Tapp: [00:38:41] And it’s it’s really fascinating. So that’s been I don’t know if I’m surprised, but I think I’m it’s been it’s been really fun.

Joey Kline: [00:38:49] That’s I mean well, look, here’s the thing. That’s for for curious for intellectually curious people. That’s how it works, right? The more complex something is, the more fascinating it tends to be because you go down a rabbit hole and then there’s a your decision. Trade is kind of keeps adding limbs on to it never ends. Yeah. Yeah. Okay. So you’ve been with the company for two years and obviously it’s sort of an odd time to join a company. But, you know, at the end of the day, you know, being what a company is, being with a company, right? You hire people, you build on a vision, whether it’s covert or not, you know, that’s that’s what it takes to build a company. But I am curious, this being your fourth time as an operator and it sounds like the smallest organization that you’ve that you’ve led. So what have you learned from the other three that you’ve brought to this one?

Scott Tapp: [00:39:39] Have different things from all of them. But I think nothing shocking, nothing that really should surprise anyone. I think as you as you build, like one of my first companies, we went from 72 to 600 million in the ten year period and public and then sold. And, you know, with that comes a lot of change of 500 employees to 2500 employees. And the management that you need to develop to run a company at one size to the next size is is probably the what I would argue where I spend more of my time than anything else, developing people, you know, developing their careers and watching them and finding the right people and knowing, you know, when they’re right and when they’re not. So that’s something you definitely you bring. I think the other thing is I’ve been fortunate to have scaled some companies. So when you for me, when you get to a small business where you have a lot of maybe people who’ve done things for the first time, I have a lot of first time VP’s. Yeah, right. And they’re so ambitious and driven and exciting. Yeah. It’s really fascinating being able to help them and weave through a decision and how to scale the business. Those are the things that I think you can add to. And then fundamentals around being a data driven. We are a data company, but we have to run our business with data and leverage and data and analytics on how you’re making decisions internally, things. And then and I would say the last thing for me is the two things that we’ve been successful in the companies I’ve worked with is one customer driven innovation, not creating ideas in a vacuum, really listening to our customers. So we immediately create a customer advisory boards and we’re out in front of them all the time and we love it when they drive our innovation well.

Joey Kline: [00:41:30] So that’s that that’s an interesting point. I remember this from our first conversation. I think that I’m forgetting the order, but you’ll of course, correct me the CRM and the data. I forget which one came first, but I believe that one of them was a result about feedback that you were getting from from from customers, right?

Scott Tapp: [00:41:45] Yeah, that’s it. So we started as a data insights company and as we over the last couple of years just talking to customers, they kept saying, wow, your data in our CRM, your data in our CRM is so effective. Could we get both of those from you? So we leaned in and we started looking at design and build efforts and decided at the same time we we had a competitor who was in data but also had a CRM. So we bought them to go faster. And it’s it’s been a great transition.

Joey Kline: [00:42:14] So is there anything else like that that’s on the horizon that you can talk about in terms of just new products or new markets? What is the next 12 months look like for you all?

Scott Tapp: [00:42:22] Yeah, well, we’ve got a number of acquisition thoughts, but nothing I’m probably going to talk about right now.

Joey Kline: [00:42:29] We’ll have you back on to talk about those.

Scott Tapp: [00:42:31] Yeah. Yeah, we we believe this industry. There’s a lot of potential to integrate data insights into workflows and help decision paths. So CRM is just one of many for us. And as we scale, you know, we’ve got great financial support and backers who have a lot of dollars that they want to invest to help us keep scale. And so M&A is definitely on in our mind. But the other side of innovation for us is where the market and I don’t want to take this into a big health care conversation, but this of wherever it goes, this concept of value based care, how we manage cost and how we especially in the senior world and how we’re there just not spending fee for service and typical Medicare. The the movement is to this value based care where people are taking on risk providers are taking on risk and capitated the amounts of money that an insurance or a care provider payer is going to going to provide. So we’re we’re looking and have just launched a product that helps that value based care world. Think about how they’re building out optimal networks for performance. Who are the best physicians to bring in your network, the best facilities providers to bring in your network so that you can ultimately do things to really drive better outcomes for patients at a much more manageable cost. So we launched a product recently called Mosaic, and that’s right in the middle of kind of looking into this value based care concept.

Joey Kline: [00:44:06] And so in this instance, is that a health care system that would be your customer?

Scott Tapp: [00:44:11] In this instance, it’s accountable care organizations and direct contracting organizations who are their whole goal is to take on risk. Okay. It could also be a big payer of health care. They know the payers, the Medicare Advantage plans that are out there, you see advertised all the time on TV, possibly helping them figure out, okay, where do we build? Optical network. What’s happened in leakage? When patients are leaving our network, that costs a lot of money. We don’t we lose sight because they’re out of the net.

Joey Kline: [00:44:46] Sure.

Scott Tapp: [00:44:47] We can help them with that sort of visibility.

Joey Kline: [00:44:49] And from from the data side. Right. Kind of the classic product. Who’s your typical customer there?

Scott Tapp: [00:44:55] Well, the post-acute so the the buyer is a C level, mostly someone who’s focused on understanding their market penetration and growth. So the CEO to the chief growth officer of the Home Health Agency, the skilled nursing facility, the hospice facility, who’s growing their business, that’s the primary. Those are a primary targets.

Joey Kline: [00:45:15] And are those buyers using any sort of technology right now or. Are you the first time they’re using technology for this or is this just superior to what they’re currently using?

Scott Tapp: [00:45:28] So they’re using different types of technology, electronic health record systems to manage patients. But this is the first time they’ve had access to data like this. So it’s somewhat of a greenfield for us. And we very quickly have taken market share and kind of lead the market around.

Joey Kline: [00:45:44] Yeah, that’s. That’s great. Yeah. What, what, what else have we not talked about that you think folks need to know about Trello.

Scott Tapp: [00:45:52] Well, I think we talked about a lot. We’re growing super fast and we’re trying to hire people as fast as we can.

Joey Kline: [00:45:58] What sort of roles are you.

Scott Tapp: [00:45:59] Hiring for or you name it? Data analysts, engineers, sales, go to market across the board product, you name it. We’re we’re scaling the company. There’s a ton of demand and it’s been a lot of fun. And we see, you know, we get a good opportunity in front of us. So that’s that’s the big thing for us.

Joey Kline: [00:46:17] Yeah. Okay. So if you’re listening and you want to you want to work at Trello or you want to be a customer, the Trello. Health.com.

Scott Tapp: [00:46:23] Yeah, Trello.

Joey Kline: [00:46:24] Trello with two.

Scott Tapp: [00:46:25] L’s. Yeah, that’s it.

Joey Kline: [00:46:26] Okay. Scott, thanks for coming on.

Scott Tapp: [00:46:28] Yeah, thanks for having me.

Joey Kline: [00:46:29] Yeah. Kelly, thank you. Great conversation, guys.

 

Tagged With: AMI, Kelly Bryant, Scott Tapp, Trella Health

Phillip Nappi With VaVia

April 21, 2022 by Jacob Lapera

PhillipNappi
Franchise Marketing Radio
Phillip Nappi With VaVia
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Brought To You By SeoSamba . . . Comprehensive, High Performing Marketing Solutions For Mature And Emerging Franchise Brands . . . To Supercharge Your Franchise Marketing, Go To seosamba.com.

PhillipNappiPhillip Nappi, President & Co-Founder at VaVia

We founded VaVia because we saw an exciting opportunity toserve an unfulfilled need in the waste disposal business. About eight yearsago, Phillip and his wife, Dana, founded the premium fashion brand, PeterNappi. While enjoying and succeeding in the business, Phillip remainedconnected and ultimately returned “home” to the disposal and recycling industry– an industry in which he previously spent two decades.

With his new perspective, Phillip was able to spot the need for smaller trucksand containers in the roll-off business. Contractors needed more trucks thatcould navigate tight spaces and containers that could address new jobsiterequirements. They also desired a higher level of service – an increased valuethat Phillip was accustomed to delivering to them in the past. In all of this,he also saw the opportunity to use technology for a smart, easy and polishedsolution for small contractors and residential customers.

Around this same time, John Crawford had moved to Alabama from Florida where heand a business partner had grown a small single-state business into a nationalenterprise. Once arriving at his new Birmingham home, he ended up with a garagefull of items to dispose of. New to the area, he didn’t know where to start.Were there any small containers available? What about a local waste orrecycling facility? He ended up loading everything in his Tahoe (not thevehicle for the job!) and drove thirty minutes one way, six different times to getrid of all of his unwanted items. There had to be a better way. If therewasn’t, there should be.

Phillip and John happened to meet and started talking. They agreed: the wastedisposal business needed a new solution.

Given their business savvy, they knew that brand integrity, transparency, andconvenience were vital. People needed to know who to call when they hadmaterials to get rid of, and the call—or click—had to be quick and easy.

The company’s response had to be fast, cheerful, and reliable. To deliver thisservice, the rough edges had to be polished off the traditional waste disposalindustry, especially for the customers they envisioned serving: homeowners,small businesses, and contractors running small projects.

Along the way, Phillip had reached out to his previous business partner, MikeAmpe. Together they had grown their business to become the largest independenthauler and recycler in the southeast. Prior to this, Mike had successfullybuilt franchise businesses in a technology market. It wasn’t long before all ofthe pieces fit into place and VaVia was born, providing short term rental of10- and 15-yard waste containers with the click of a button.

Our goal is to be a household name and a nationwide leader in the small-hauldisposal business. We imagine a trusted community of franchises that worktogether and exchange ideas, but are locally owned, with teams that areinvolved and committed members of their own community.

Connect with Phillip on LinkedIn.

This transcript is machine transcribed by Sonix

TRANSCRIPT

Intro: [00:00:07] Welcome to Franchise Marketing Radio. Brought to you by Seo Samba comprehensive high performing marketing solutions for mature and emerging franchise brands. To supercharge your franchise marketing, go to SEO Samba CYBERCOM. That’s SeoSamba.vom.

Lee Kantor: [00:00:32] Lee Kantor here another episode of Franchise Marketing Radio and this is going to be a fun one. Today on the show we have Phillip Nappi with VaVia. Welcome, Philip.

Phillip Nappi: [00:00:40] Well, thank you so much for having me.

Lee Kantor: [00:00:42] Well, I’m excited to learn what you’re up to tell us about VA. Va? How are you serving folks?

Phillip Nappi: [00:00:47] We are serving folks from the consumer side by delivering and hauling away small roll off containers that are very nimble that can get into tight spaces. And the smaller containers are really easy to address new job site requirements. So that’s how we handle people on the consumer side. But then on the dev side or franchise development side, we award and support our franchisees to the highest level to make sure that they are super successful in what they’re doing. And the track record speaks for itself.

Lee Kantor: [00:01:17] So what was the genesis of the idea that it always start out as a franchise?

Phillip Nappi: [00:01:23] It did. It did. I’ve got 23 years in the roll off dumpster business. That’s what they call this, because the dumpsters kind of roll off the back of the truck. And then my partner and CEO has got about 30 plus years in the business as well. He and we come from two different backgrounds experiences. I’ve always been an entrepreneur. I started a company in 1999 that ended up being the largest in Southeast Independent company in the Southeast and hold and recycle construction, demolition, debris. And my partner, Tim Wells, he was a vice president for waste management for over 20 years, managing about $600 in revenue reporting to the CEO. So yeah, it’s two different two different backgrounds that we run the business on. But I always knew that this model worked because there is a floor to which you can charge for roll off container. So I knew the economics of it were really powerful and really made sense. But then when you layer on top of this where you’ve got lower capital expenditures because the containers and the trucks are smaller, lower operating costs, non CDL drivers. So if you can take all of that and put it together, then layer on top of it exceptional branding, digital technology, software programs that we have processes, the experiences and the relationships we’ve got in the industry or our franchisees or off and running and being very successful.

Lee Kantor: [00:02:41] Now, who is that ideal franchisee? Is it somebody who’s in this kind of business, construction business or driving business, or is it could it be anybody? And they’re just hiring folks to do the driving drop off and things like that.

Phillip Nappi: [00:02:55] You know, our most successful franchisees had no waste or construction experience whatsoever. Now, obviously, that that helps if you have or have some construction experience, this from a networking standpoint that you’re you’re able to use it. But really, the candidates need to align with our core values. And the most important one of those is you have to have a customer service centric approach. I mean, you have to be have a desire to give exceptional customer service because this industry is just filled with companies and players that really don’t provide great customer service. And if you can do that, then you can grow your business and you can charge a premium. And that’s the key to being successful, that you take very good care of your drivers, your team members that are on there. And that’s what we sometimes we on the consumer side, we get asked for pricing and they’re like, oh, you’re, you’re pretty more expensive than your competition. I said, Well, we run a different company. I mean, we, we, we buy the best trucks. We keep them maintain we have safety protocols that none of our competitors have. We pay our drivers top with full benefit package from retirement matching for one K to paid time off, paid holidays, health, dental, vision, insurance. And we’re able to go recruit the best drivers cost more money but it also comes out in the service that we that we deliver exceptional exceptional service on the consumer side.

Lee Kantor: [00:04:17] Now, when you were starting to roll this out, how did you begin that launch of an emerging franchise like this?

Phillip Nappi: [00:04:26] Oh, that was a challenge. You know, we’ve we’ve told people they want to look, we’re waste guys that got into franchising. There’s a competitor of ours. I won’t name their name. They’re the opposite. They’re franchising guys who got into the waste business. And we think that we have an advantage over the media because we have the experience in the industry. But it was a big it was a big challenge for us. Know there’s a it’s a very tight network industry, as you well know, from the broker consultants to the franchise sales organizations. And really trying to break in and break that code has been challenging for us. We did work with some broker networks and a franchise sales organization to kind of get us off the ground. But we’ve we’ve internalized that development beginning of this year, and we’ve got partners on board that have grown successful franchise systems through organic growth, using digital marketing, using public relations, using all of these other things, and, and really being in control of the sales process from the beginning to the end, because we’re trying to be a 500 unit franchise system and we want to our goal is to be at 100 by the end of 2026. We’ve got 14 under our belt now. We our goal is ten for 2022 and we’re well on the way to achieving that goal. First and foremost, we want to provide great service to our to our franchisees and give them great value for what they’re paying month in and month out. So it’s not we want to be powerful and not really that big, if that makes sense.

Lee Kantor: [00:05:54] And then did you land on that from the beginning, or is that something that having gone through the process a little bit, you were like, hey, you know.

Phillip Nappi: [00:06:02] What, beginning? So in the.

Lee Kantor: [00:06:04] Beginning, you always wanted to be kind of that kind of white glove, high end service, rather than there’s a million of us on every.

Phillip Nappi: [00:06:11] Corner. Exactly. Exactly. And that’s been our that’s been our focus from the very beginning. We’ve had we’ve had franchise sales organizations that approach us in the past couple of years to say, hey, we want to take you nationwide and we’re going to we’re going to have 100 out there in the first year. And quite frankly, they care more about the deal and not as much about the candidate and our opinion. And we really care about them. And we’ve told some candidates, look, it’s just not a good fit because this is a, you know, a ten, 20, 30 year relationship that we’re going to have with these with these individuals. We want to make sure that it’s a good fit for them and their family and and their skill sets. And so it’s just not about selling units and selling franchises. It’s about really finding business operators that you can partner with over the next ten, 20, 30 years.

Lee Kantor: [00:06:56] So now what’s a day in the life of a franchisee.

Phillip Nappi: [00:07:01] When you you always answer your phone? That’s one of the key things when we do our sales training is that when that phone rings, you answer it. So your phone may start ringing in the morning. You make sure that you get your drivers out doing their pre-trip inspection. That’s one of the other things that we offer. We have a fully robust safety system put in place, and so there’s a lot of things that we add to that that a lot of our competitors don’t do, because at the end of the day, we’re in the trucking business. You know, we’ve got vehicles running up and down the roads. And so there’s a lot of things that we have to be responsible for to make sure that our communities are safe. And then that kind of parlays down in that our team members are safe, are our equipment, is running properly, is being well maintained. All of that goes in together. But so making sure your drivers get off and get on their way and then it’s all about networking. It’s all about I tell people, dumpsters are the easiest thing in the world to sell. If you provide a great service, you can get business.

Phillip Nappi: [00:07:57] If you answer your phone, you can get business. And so spending your time between managing your drivers, looking over the routes, making sure that those are optimized and these are all things that we help with because driver efficiency can add a couple extra percentage points to your to your bottom line and it can it furthers your capital because if you can be more efficient with three trucks and then say if you’re not as efficient and you’ve got to add another truck, you’ve got to add a second truck, then all of a sudden you’ve got a lot more capital outlay. But if you can really optimize those assets, so asset utilization that comes with the containers, making sure they get turned over and the trucks are fully optimized, but that in growing your business and doing your pal, doing your financial stuff, reporting, those are the key day in and day out things that you do. It’s a pretty simple, non sexy blocking and tackling business, but we’ve added a lot of processes and branding and sophistication that we’ve brought to to the industry and we’re very proud about that and we’re always looking to improve.

Lee Kantor: [00:08:54] So you mentioned the kind of this steady growth that you see going forward. Has this been a good time to be, you know, getting in the franchise business is the, you know, coming out of a pandemic, you know, you have the great resignation. Is this a good time for folks to consider franchising as an option for them?

Phillip Nappi: [00:09:15] And I think that’s a that’s a several part answer to that one there in the pandemic, when it was going on, we were considered an essential business and where our business has actually exploded in 2020. On the consumer side, you know, you don’t have to have a brick and mortar. You cannot basically operate out of your truck. We have jobsite trailers that we have for our office for the national. We own the national franchise, but being considered essential, we knew that our business took off in 2020. So that’s if if this pandemic rears its ugly head again. And that’s one thing to keep in mind. But the other thing of why now is via is not like an expressly McDonald’s or Jimmy John’s or any of those things where you may come into a marketplace like Nashville and say, Hey, there’s going to be 15 locations there. You’re going to have one franchisee in Nashville. I would say there’s probably three markets Atlanta, Dallas and Houston, where you may have two or three franchisees because it’s so big. But really, you’re looking at one franchisee going in, one business operator, we like to call it. So these markets are filling up fast. We’re really focusing on the south, southeast, southwest, you know, from Phenix that you could go Denver in there, Texas, the Florida Panhandle up and up the East Coast. But, you know, Florida, it looks like it’s there’s several markets that are so many contiguous markets availability there, but it looks like Tampa maybe going down. And Orlando, maybe we’re not in Austin, Texas, yet. We are in Dallas and Houston and San Antonio. But I think we could get another franchisee in Dallas and Houston. So they’re so big. Phenix is someplace we really want to. We want to be. But the Carolinas are looking like they’re all sewn up. You know, Atlanta, we could probably put somebody else there, but that kind of gives you where we’re really focused in and then we’ll start looking at filling in some of the secondary markets.

Lee Kantor: [00:11:12] Now, do you have any advice for that emerging franchise or you mentioned some scar tissue of trying different things when you first started, but if you could kind of help somebody launch effectively, is there some do’s and don’ts?

Phillip Nappi: [00:11:28] I would be in control of the sales process as much as possible. That is so important to these broker networks that come to you. They can bring you leads and that’s great. That’s great. If they can bring you leads and then you’re at the end of the day, you’re selling your brand. But being in control of that. There’s a lot of people out there that have the greatest new gadget that can help you propel your franchise brand. Just be very careful, take it slow, talk to multiple people, get involved with the organizations and learn from the people that are doing it more the organic way. And I think that that it may grow slower, but slower is not always bad. It can be good. You don’t get out over your skis and you can manage the service and support you provide your franchisees.

Lee Kantor: [00:12:21] Now, can you maybe share that moment in the evolution of your brand where you’re like, Hey, you know what? This thing is going to work. I think we’re going to make it.

Phillip Nappi: [00:12:33] I mean, we always knew that it could work because we have experience in the industry. I mean, we’ve been successful in this industry and we knew that the model would work. The franchise piece of it, we layer that in. We looked at Nashville being our proof of concept. I mean, we have we really launched January of 2019 there. And the growth that we’ve seen here has been phenomenal. It’s just been absolutely incredible. And a lot of it is hinged on the disposal contract that you have with your in that specific market. And quite honestly, Nashville’s disposal market is a little expensive compared to some of them. So even though we’ve grown and we’ve got great margins here in Asheville at the corporate location, there’s other markets that have better disposal options. And they are their margins are even better than ours and they have no experience. But we guide them all along this process and always pushing price. Always pushing price and the efficiency with the trucks.

Lee Kantor: [00:13:35] Well, congratulations on all the success. If somebody wants to learn more about the consumer service and the franchise opportunity, can you share the websites?

Phillip Nappi: [00:13:44] Sure if you go the Viacom. So go, go and the va va va va go Viacom and va va. An Italian. It goes away.

Lee Kantor: [00:13:54] There you go. Well, Phillip, thank you again for sharing your story. You’re doing important work and we appreciate you.

Phillip Nappi: [00:14:00] I thank you for the time.

Lee Kantor: [00:14:01] All right. This is Lee Kantor Lucille next time on Franchise Marketing Radio.

Tagged With: Phillip Nappi, VaVia

Kevin Mobolade With Swipe Credit

April 21, 2022 by Jacob Lapera

Startup Showdown Podcast
Startup Showdown Podcast
Kevin Mobolade With Swipe Credit
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SwipeCredit

KevinMoboladeKevin Mobolade is the founder of Swipe Credit, backed by Google, Panoramic Ventures, Techstars, Quake Capital, and Western Union.

Swipe Credit is a mission-driven company aiming to accelerate the growth of the global economy by re-imagining the core infrastructure at the heart of credit. We are transforming the credit scoring system to provide fairer credit for all, helping people access responsible finance they can afford when they need it.

As a first-generation American, Kevin witnessed firsthand how a lack of access to financial resources and education can hold an entire community back. The team builds solutions that drive growth and impact our client’s bottom line and help heal our nation’s social fabric, building bridges for future generations to enjoy America’s abundance and prosperity.

Connect with Kevin on LinkedIn and follow Swipe Credit on Twitter.

What You’ll Learn in This Episode

  • How Kevin got where he is today and what he’s learned along the way
  • Advice he wishes he knew when he first started

This transcript is machine transcribed by Sonix

TRANSCRIPT

Intro: [00:00:04] Welcome back to the start of Showdown podcast where we discuss pitching, funding and scaling startups. Join us as we interview winners, mentors and judges of the monthly $120,000 pitch competition powered by Panoramic Ventures. We also discuss the latest updates in software web3, health care, tech, fintech and more. Now sit tight as we interview this week’s guest and their journey through entrepreneurship.

Lee Kantor: [00:00:38] Lee Kantor here. Another episode of Startup Showdown, and this is going to be a good one. But before we get started, it’s important to recognize our sponsor Panoramic Ventures. Without them, we couldn’t be sharing these important stories. Today on the show, we have Kevin Mobolade with Swipe Credit. Welcome, Kevin.

Kevin Mobolade: [00:00:56] Thank you so much for having me, Lee.

Lee Kantor: [00:00:57] Well, I’m excited to learn what you’re up to. Tell us a little bit about swipe credit. How you serving folks?

Kevin Mobolade: [00:01:03] Thank you. So Swipe Credit is a platform that helps lenders grow their cash flow and reduce their risk. And it’s done in a way that also empowers them to boost the social impact opportunities that they’re providing in their local communities. So we’re a Techstars back company. We’ve got investors such as Western Union and Panoramic Ventures, and our mission is to help grow these organizations, bottom line. But as we’re doing it, helping them to be more inclusive in their lending practices.

Lee Kantor: [00:01:39] So what was the genesis of the idea? What inspired you to go on this adventure?

Kevin Mobolade: [00:01:46] And it’s definitely been an adventure, I’d say that. So my personal background, my personal origin story is I’m a first generation American. So my parents immigrated to the US in the early 1990s and really seeing them navigate the financial industry as being under the category of two things and filed because of the immigrant status and a lot of the struggles that they dealt with in terms of getting access to loans and other financial resources as as immigrants in the country. So my background is in data engineering. I’ve worked in the subprime lending and lending industry in Atlanta for many years. And even seeing from my own personal story and then seeing that same pattern repeat itself in the data with prospective borrowers working for these organizations, I realized that there was an issue, and I think that was really what galvanized myself and my team to do something about it, not only to help kind of grow these organizations bottom line, but also to help fix a lot of the social fabric issues that we’re seeing kind of play out in the news recently in the US.

Lee Kantor: [00:03:02] So now can you educate the listener a little bit about what is kind of this maybe inherent bias that’s going on in the industry that they’re not offering? Financial solutions to certain groups of people where it sounds like your solution does that.

Kevin Mobolade: [00:03:20] Yes. So there’s actually a study that was produced by Citibank in the fall of 2020 where they were able to actually quantify the the size of this issue. It’s around $800 billion in lost lending opportunities per year, just due to be a conscious or unconscious bias in the loan vetting process. So typically, lenders leverage the traditional FICO score TransUnion, Equifax, Experian, and they use that as an indicator of whether or not a person has the ability to pay for a loan. But what we’re actually finding is that there’s a large portion of the population that can’t be scored by those methodologies just due to the antiquated nature of our credit scoring system. However, with these individuals, the top 1% of them actually are fantastic payers. They pay their bills on time, their rental payments on time, utility payments on time, they’ve got mortgages, they’re making these payments. But the traditional credit scoring system is not able to see that. And due to that, these individuals are rejected in the application process.

Lee Kantor: [00:04:35] So now because of your history, I guess in the industry and then your personal history, you were able to kind of connect some dots that maybe other people that are more seasoned in the industry weren’t seeing or they were afraid to maybe go out into this space and say, okay, there’s people we’re missing here. They either dismiss it as not a lot of people or because I would think that their it’s in their best interest to, you know, give credit to as many people as possible. That’s their business, right?

Kevin Mobolade: [00:05:05] Yes. So we’re helping them to reach new markets. This is definitely stemming from my own personal lived experience, not only working as an engineer in the industry, but also just being an immigrant, being a first generation American and just seeing just my own parents. Like little examples. Like both of my parents have owned their own small businesses for over 20 years. They’ve made their easily two or $3,000 a month payments, rental payments on their physical locations. And none of that none of none of those payments have ever been reported to the credit bureaus. They’ve never gotten credit for those types of transactions. And if a lender were able to see that and see their reliability over the course of time, historically, it creates a strong, compelling case for giving these these types of individuals that typically, if they’re just too thin, filed a second look. So we look at it like we’re the tool gives these these lenders a new pair of glasses to view this population and also provides them with recommendations as to why they should take a give this borrower prospective borrower another opportunity even though they might have been too thin file to be scored via the traditional methods.

Lee Kantor: [00:06:24] Now, is this a situation where these traditional methods, these incumbents have been around for so long? It’s it’s something that’s just kind of taken for granted, like this is how we do this and we don’t look elsewhere. This is just.

Kevin Mobolade: [00:06:39] And exactly.

Lee Kantor: [00:06:39] And I don’t want to I don’t want to be the one that gets fired for suggesting the new thing when we know this whole thing maybe doesn’t work well, but it’s what we’ve been doing for forever.

Kevin Mobolade: [00:06:50] Yeah. So it’s, you know, people are we’re creatures of habit and we’re not trying to replace in any way, shape or form, you know, the unions or experience of the world. What we’re doing is saying that due to these new mechanisms, machine learning, neural networks that are available to us and we’re seeing this in the data that we’re producing out of the platform, that if you look at women or minorities or people that are too thin file, the top 1% of them perform just as well as the highest of the riskiest white male borrowers that were accepted. So the proposition is that, you know, and this is backed up by data coming out of Citibank, that there are hundreds of billions of dollars a year that are just left on the table just due to just doing things the old way. So we’re not saying replace the old way, we’re just saying to evolve the old way with additional tools that can help you make more money at the end of the day.

Lee Kantor: [00:07:48] So, so having this idea conceptually and then having tools to actually bubble up, who are the right people to give credit to? That’s that’s a leap unto itself. How did you kind of build the machine that allows you to bubble up these appropriate folks for the lenders to choose that they know they’re the the right people that are going to, you know, pay back. The money.

Kevin Mobolade: [00:08:15] Gotcha. So from the lender’s perspective, the implementation of it is very seamless. It’s just one line of JavaScript that’s added to their website and it’s just a pop up on their website, their loan page, where an applicant can opt in there, their banking transaction, their cash accounts, or their banking transaction history. So we’ve built an algorithm that looks at certain parameters such as cash on hand last day of the month, rental payments, utility payments, mobile phone payments, subscription payments. And then based upon those parameters, matches that to an ideal borrower model to keep the standard high. Obviously, we only want to surface up those top 1% of applicants because we want them we want the lenders to realize increased revenue growth from these these candidates. And those are surfaced up in the dashboard, along with recommendations as to certain things that they weren’t able to see via FICO. As I mentioned before, some of those certain parameters they weren’t able to see. That’s the first portion of it. We also do additional fraud monitoring. So looking at the transaction accounts and providing the lender with a report of any type of suspicious activity on the borrower’s account, once they create a relationship with this borrower in terms of lending to them, and then we also help them with collections as well. So setting up specific say it’s the first of the month or the 15th of the month where a bill is due helping the borrower to pay that that bill directly to the lender. And they’re reporting that to the credit bureau to also help boost the credit score of the borrower. So it’s a it’s a situation where everyone who’s a part of the platform wins.

Lee Kantor: [00:10:04] Now, as you, you know, conceptualize this and started rolling it out, when did you start feeling like, hey, we have something here, this is something that can work. This can help a lot of people because this is something that goes beyond like it sounds like you’re your startup is kind of more mission focused as well as, you know, you want to be financially successful. But this is kind of a has a bigger why behind it.

Kevin Mobolade: [00:10:29] Yeah. So I think the pandemic really illuminated many of the I like to call them like kind of cracks in the pipe in the way that money flows in the US. We saw this with the distribution of loans from federal government. Many small businesses went under during the pandemic simply because they didn’t have a relationship with these financial organizations. There was no trust for a lender to provide a loan to an unknown entity where they can just give it to the the LA Lakers or other known established entities. So seeing that those stories come out of the pandemic, that was the first light bulb moment. The second light bulb moment after we’ve already onboarded a handful of customers is being scouted by large Fortune 500 top 50 banks and sitting down with their teams and seeing their own internal initiatives specifically focused on tackling this issue. So we definitely know we’re moving in the right direction. We’ve had a very large wealth management firm out of New York reach out to us in terms of becoming basically that go two to solution to help them to reach this population group a large payment network. So these these are all things that have happened in the last few months of this this the top of this year. And having sitting down with decision makers at the VP level and above and them telling us specifically out of their own mouths that we’re definitely hitting the nail on the head. This is the right time in history for us to be deploying this solution, and we’re looking to be that end to end solution that becomes industry standard across the board in the next 3 to 5 years.

Lee Kantor: [00:12:08] So how did you go about building your team?

Kevin Mobolade: [00:12:12] Also, my team, my team, my team. So we’re all we’re all good friends. So our CTO, Dr. Charles Lively, we actually met in undergrad. So I’ve known Charles for well over a decade now. Great human being, lethal, lethal engineer and just fantastic all around. Good guy. And then Chris, our chief product officer, and I actually worked in the subprime lending industry for many, many years together in terms of our careers and we’re all so I’m a Liverpool soccer fan. I’m a big English Premier League fan and unfortunately Chris is an Arsenal fan. We all talk about that. So yeah, we’re just we’re just family, honestly. And we come from this community. We understand the problems intimately, and we’ve built a solution that we believe will help to grow the economy, grow the country that’s given us so much value and opportunity. Many of us being immigrants at the same time, help these organizations safely. And. Lively reach this underserved population group. First and foremost, grow their cash flow, grow their organizations, but ultimately create those create create a better harmony within the communities that they serve by being able to be more inclusive in their practices.

Lee Kantor: [00:13:31] Now, was it a difficult decision for you to take the leap from leaving this steady job and then going into this unknown?

Kevin Mobolade: [00:13:44] I am definitely a man of faith, and I feel like this is my purpose in life. So both of my parents are entrepreneurs, as I mentioned earlier on the call. So I always had that desire to build something of value and not just work within someone else’s system, but to build something that can provide value to people. I already had that itch from a young age and when the opportunity presented itself and it was just a light bulb moment, I had experienced my own lives, my own lived experiences. I felt this pain. I’ve seen it in my own communities. And then to see it really illuminated by the pandemic and to have the hard, quantifiable data backing it up, it was like all systems are go green light to move to move forward with this. And as I mentioned before, I move in full faith and whatever, whatever, whatever it is I’m doing. So God gives me that confidence to just just to just to follow the journey. And it’s been it’s been an amazing journey, and it’s something I’m very grateful for and thankful for.

Lee Kantor: [00:14:48] Did your partners kind of like together? You all said, okay, let’s make this leap, or did you make the leap first? And they came along.

Kevin Mobolade: [00:14:57] Yeah. As the CEO, you are the tip of the spear. So I did make the initial leap, but once I had enough proof points, you know, my both of my co-founders also jumped ship as well. And we’ve been we’ve been growing ever since. We’re actually looking to expand our team in the next quarter or so. And yeah, a lot of people are really excited about it, a lot of interest from investors and we’re just grateful to be able to ultimately serve the country that’s given us so much value to be able to get to this point.

Lee Kantor: [00:15:30] So now talk a little bit about the fundraising element of this. You mentioned, you know, kind of a who’s who of people that are backing this now. Was that difficult? Because that’s that’s another challenge. That isn’t the same challenge, right? Because that’s a business unto itself, is attracting people that want to support financially, kind of invest in your vision. How did that go? Like, for example, how did you hear about the startup showdown in Panoramic Ventures? Let’s talk about them specifically.

Kevin Mobolade: [00:16:02] Gotcha. So in terms of the first portion of your question, fundraising for any founders is a challenge regardless of your background. And it is its it’s its own it’s its own sales funnel and its own sales funnel. You have to be able to address the needs of the investor who is your client because they’re looking to grow their portfolio, the investment that they give you, they’re looking to grow that and return great returns to the LPs that believed in them. So ultimately you have to de-risk your value proposition as much as possible so that you have the team that is strong enough and has enough domain expertize to be able to kind of operate this this machine. And also, you have a big vision that can return the returns they’re looking for that makes sense for their business. So it’s its own game in itself. Discovering Panoramic Ventures Startup Showdown. I think I was on Twitter, I believe it was like early 20, 21. I want to say I was on Twitter and I saw them promoting it. And obviously I’m a big fan of Paul Judge. You know, he’s a hero in my eyes in terms of the venture community and all the things he’s done. He definitely deserves his roses now, not later. He’s done so much for the venture community. So just being a follower of of him and what he’s doing, I just kind of discovered the the ad for it and I just applied. I just put my best foot out there and it ended up working out for us. So very grateful for that.

Lee Kantor: [00:17:37] Is there an obstacle or a hurdle that you overcame that you can share? Maybe you don’t have to talk about the exact hurdle, but how you addressed it and go, okay, this is one of those moments where we have to get through this or we’re going to be in trouble and then share how you together as a team overcame.

Kevin Mobolade: [00:17:59] Only one. There are a couple of them on this journey. I don’t know if you know, but I think I’ve heard that called Smooth Seas Don’t Make for Good Sailors or. Right. So there’s definitely a couple of them, I would say for just an overarching theme is the mental. This game is really more so mental than it is physical. Having that conviction, as you mentioned earlier on the call to leave a steady paycheck and to go months and months and months without knowing when your next your next paycheck is coming from or how are you going to pay your rent or your bills? I think the entire journey is really a journey of self development, self belief and also just being able to control your mind. I think your mind is the biggest obstacle you have to overcome eliminating self doubt, limiting beliefs. And as long as you obviously you’re you’re you’re making sure that you’re doing the proper research, asking the right questions. But if your intuition is telling me that you’re correct, you’re most likely correct. So just trust that and have full faith in yourself as you move forward. And then typically what ends up happening is the right opportunities and the right people come to you at the time when they’re supposed to arrive. And it’s just a matter of you having faith to be able to get to those points in the times when it’s quiet or whatnot. So I would think that your mental the mental obstacle of the game is the hardest to overcome. But when you can overcome that, nobody can stop you.

Lee Kantor: [00:19:33] Has there been a mentor or somebody that was advising you that has helped you get here or is there?

Kevin Mobolade: [00:19:40] Yeah, quite a few. Quite a few dimension. But my main mentor, his name is Joseph, so he actually owned and he he built and sold an IT company and back in 2011, 2012 out of Toronto and he’s been my main coach. If you think about this as a sport, he’s been my main coach in terms of first and foremost the mental aspect of the game. So as I mentioned before, know little, little hacks that I’ll just give freely on this call is having gratitude is critical. You have to be a person that has a grateful heart and grateful for everything, just even the little things like you woke up today, you had breakfast this morning, right? If you can keep your mind focused on the present moment, exactly where you are, you set your goals in the future of what you want to achieve and work relentlessly to achieve those goals, but still be appreciative of the baby steps that it takes to get there. You’ll fare. You have a much better time as you go through this process. So Joseph has been instrumental in helping me to reprogram my mind, to focus on abundance, to focus on opportunities. And when I do have those moments of fear and doubt, giving me tools to help to combat that and just to be present in the moment and grateful for where I am in the journey. So yeah, shout out to Joseph up in Toronto.

Lee Kantor: [00:21:13] Yeah, I agree. I think one of the biggest mindset shifts for me is the reframing of I have to do something to I get to do something that it’s a gift, that this is a gift here and that people would love to have this opportunity no matter how stressful and challenging it is. But it is a gift and to have gratitude along the way really helps you through those tough times.

Kevin Mobolade: [00:21:38] Definitely. We all have that ability. We all have the ability to control our minds and not fall into despair as soon as the wind blows or anything like that. So I think it’s something that many people are just learning more so about mindfulness and being and practicing that muscle that we all have hardwired into us, right? So it’s definitely a critical piece of, be it entrepreneurship, winning an NBA championship, it’s the mind that you have to control and then everything else in your world will follow suit.

Lee Kantor: [00:22:10] Yeah, one of my favorite books is The Obstacle is the Way.

Kevin Mobolade: [00:22:14] I love that one.

Lee Kantor: [00:22:15] Great read. Right? So it’s, it’s not there to sabotage me. It’s just part of the journey. Just get over it, get through it, get under it. Whatever you got to do. That’s just part of how it’s it’s not a bug. It’s a feature.

Kevin Mobolade: [00:22:26] Yes. Yes. It’s there to help you. Is there to make you not break you right. Mindset.

Lee Kantor: [00:22:32] So now any advice for the startup founders out there that are contemplating going on the journey of a mission based startup?

Kevin Mobolade: [00:22:40] Hmm, I would say so. My advice, and this is what I’ve learned for myself too, it’s like you start off wanting to be an entrepreneur like most people, because you want to make money. Let’s just be real, you know? You want to make money. You want to you want to drive the Lambo. Da da da da da. But what you discover is that there are many, many people in our country and countries around the world that really suffer every single day. They have real problems. So I would say as an entrepreneur, start off with don’t try and create a widget. Start off with the problem. What is the problem that speaks to you that you’ve experienced in your own lived experience on your journey that you are the most qualified to solve? Start from that problem. Start from the pain, right? You want to find that hair on fire pain that you’re passionate about solving because you know that once it’s solved, it’ll create a better world for people that look like you for the broader community. Start with that. And that will give you the fuel that you need when the times are difficult to power through those because it becomes a mission. It’s it’s like you become the hero in the story and you are so attached to solving this problem that you’ll work seven days a week. You’ll be up at 5:00 in the morning, you’d be in bed by 11. It doesn’t matter, because it’s more of the the the joy of being able to solve this issue. And then the money will follow you. You know, like the money solves follows problem solvers. I feel like if you have that mindset and that approach, you’ll fare much better as you progress on the journey and just take your time with it. Have fun. The journey is the gift. I’ll say that for sure. And yeah, just. Just focus on just just focus on doing good and being good and then good things will flow to you.

Lee Kantor: [00:24:36] So what’s next for Swipe Credit?

Kevin Mobolade: [00:24:40] So we are definitely in the process of raising our seed rounds. We’re looking to expand our team, hiring some folks in certain roles and engineering customer success sales. As I mentioned before, we’re seeing the demand increase in terms of our solutions. So we definitely need to shore up the the infrastructure and increase the capacity in terms of what the platform can actually sustain and hold. So these are all good problems to have. And yeah, that’s what our focus is for 2022. And, you know, just focus on creating this end to end solution that these organizations can use to empower their inclusive growth moving forward to the future.

Lee Kantor: [00:25:21] Is there an ideal customer out there that you’re trying to serve?

Kevin Mobolade: [00:25:27] So our typical customer segments that is anywhere between, I would say 20, let’s say 30 to $40 Million in assets under management, up to 5 billion. That’s the typical sweet spot that we’ve seen really resonate with it in terms of the products, the need and also the sales cycle, keeping the sales cycle tight. But we have seen, as I mentioned before, those brand names, those leaders in the industry also reach out and we’re currently in conversations with them as well, too. So once we’re able to announce those, I think that will help to really galvanize our growth moving forward.

Lee Kantor: [00:26:06] So if somebody wants to connect with you or the team, what’s a website?

Kevin Mobolade: [00:26:10] So the website website is swipe credit.com. So that’s WW Swipe Credit.com. And then you can personally reach out to me via email. It’s Kevin at Explore Swipe. So it’s like explore swipe dot com so Kevin dot com.

Lee Kantor: [00:26:26] Well, Kevin, thank you so much for sharing your story today. You’re doing important work and we appreciate you.

Kevin Mobolade: [00:26:31] Thank you so much for the opportunity. Ali. It’s been great.

Lee Kantor: [00:26:33] All right. This is Lee Kantor mission next time on Startup Showdown.

Intro: [00:26:39] As always, thanks for joining us. And don’t forget to follow and subscribe to the Startup Showdown podcast. So you get the latest episode as it drops wherever you listen to podcasts to learn more and apply to our next startup Showdown Pitch Competition Visit Showdown Dot VC. That’s Showdown Dot VC. All right, that’s all for this week. Goodbye for now.

 

Tagged With: kevin mobolade, Swipe Credit

Ed Rigsbee With Cigar PEG, Inc.

April 19, 2022 by Jacob Lapera

Association Leadership Radio
Association Leadership Radio
Ed Rigsbee With Cigar PEG, Inc.
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EdRigsbeeEd Rigsbee, CAE, CEO at Cigar PEG, Inc.

Ed Rigsbee (Certified Association Executive & Certified Speaking Professional) resides on multiple sides of the association equation…nonprofit CEO, Association CEO community leader, professional speaker, & community builder. His multi-faceted perspective allows for creativity and innovation not often seen.

Connect with Ed on LinkedIn.

What You’ll Learn In This Episode

  • Building an organization from zero
  • Delivering member ROI
  • Innovation in member services/products/engagement
  • CEO aloneness

This transcript is machine transcribed by Sonix

TRANSCRIPT

Intro: [00:00:02] Broadcasting live from the Business RadioX studios in Atlanta, Georgia. It’s time for Association Leadership Radio. Now, here’s your host.

Lee Kantor: [00:00:17] Lee Kantor here another episode of Association Leadership Radio, and this is going to be a fun one. Today on the show, we have Ed Rigsbee with Cigar PEG. Welcome, Ed.

Ed Rigsbee: [00:00:27] Thank you, Lee. Happy to be here.

Lee Kantor: [00:00:29] Well, I’m excited to learn about your group. Tell us a little bit about Cigar Peg. How you serving, folks?

Ed Rigsbee: [00:00:35] Cigar Peg is a IRS 501 C three nonprofit charity, as opposed to many associations and societies, which are a 501 C six. We are loosely connected with the National Speakers Association. All of the members of my organism, not all, but most of the members of my organization are professional speakers or subject matter experts that use speaking or some kind of language to share their message. And we put on a very large fund raiser every year at the National Speakers Association meeting, and then we do some private events, cigar peg members only through the rest of the year. We have members, we have benefactor members and we have high roller members. So the people that are high roller members, they’ve spent, you know, over $10,000 at our auctions. Benefactor members pay a bit more to be a member and then there are members. So that’s pretty much the quick thumbnail of who we are, what we do.

Lee Kantor: [00:01:50] So what was the genesis of the idea? What got the organization off the ground?

Ed Rigsbee: [00:01:56] It actually was originally kind of a joke. Back in the 1990s. A lot of people used to jokingly refer to the National Speakers Association is the as the Southern Baptist Speakers Association, meaning there was maybe just a little bit too many extreme religious right people running the organization. And there didn’t seem to be quite as much room for just mainstream people that weren’t quite as not necessarily left, but not necessarily that far right and just kind of people in the middle. So I started a party, the association used to have activities every night. One year, I think was 1998. They stopped having an activity one of the nights chatting with some friends and hey, if we would have known about this, we would organize something. So the next year I, with the friend Grant Doyle out of Canada, organized something and it was it was kind of the start of a cigar party. And we gave all of the money that we made to the Speakers Association Foundation. And then the second year good friend of mine, Patricia Fripp, suggested to me, said, Ed, if you really want to make some, some real money to donate to the foundation, why don’t you auction off me for consulting? And it kind of took us down the road of putting out a big party, having an auction. We give probably about half our money to the Speakers Association Foundation and the other half to other medically related events that people care about. We’ve given out in our history a little over 850,000.

Lee Kantor: [00:03:57] But it was it was kind of just a group of people that had common interests getting together. But at some point you said, you know what, why don’t we formalize this and make this, you know?

Ed Rigsbee: [00:04:08] Yeah, it it. When you say group of people getting together, it started growing as a community, you know, again, a community within a larger community. And because of the way things were going, you know, doing auctions and giving money, Mike and I just was running it through my corporation and my accountant told me, says, Yeah, you need to not do it this way. This need to go. You need to go to IRS and get a, you know, get a nonprofit status. I was with a buddy of mine from high school, so friends all these years later and we’re buying some suits downtown LA and sitting in my favorite little greasy Mexican restaurant. And I was talking about my problem because, oh, man, I’ve done a bunch of these nonprofits. Give me a box of cigars, I’ll put it together for you. And I said, okay. And so as of February 2006, we received the determination from the IRS as a nonprofit public charity. So then that allowed me to go to the bank and open up a checking account and, you know, just do a lot of things. And we became a legitimate nonprofit, and the nonprofit pays me a very small stipend to run it. And the that allows me to be an ASI American Society of Association Executives, CEO member, which also allowed me to go after my C a certified associate certified association executive credential. So it’s, it’s, it’s, and it’s just been a fun thing that’s just kind of morphed over the years to now.

Ed Rigsbee: [00:05:59] We have a very, very strong community because when the pandemic hit, I just decided we’re going to start doing every Wednesday Zoom. And now the people are, you know, they’re hooked on it because it just it helps them stay connected to the to the community. And so we just keep doing things to create value. We we also just another kind of feather I got one day I thought, you know, we should start the virtual speaker’s hall of Fame. So the cigar bought the website Virtual Speakers of Fame. We started doing showcases and everybody that showcased was a nominee and last year was our first vote and all of the the showcases were live. So we invited other association executives to watch the showcase. The end of the year. We bought software, voting software and based on email. And so we put it out. All the association execs that watch the various showcases, they got to vote. So we had our our first voted in class Virtual Speakers Hall of Fame, five people in 2021, the website’s conveniently virtual speakers hall of Fame dot org long but easy to remember. And that’s launched us down a whole nother direction of creating value for our members. You don’t have to be a member to participate. It’s just a little less expensive if you’re a member. So we’re we’re having fun serving our members, doing fun things, making a difference in the marketplace in various ways. And just, you know, kind of I hate to say dumb, fat and happy.

Lee Kantor: [00:07:53] But in your career you’ve been involved in organizations now, obviously in all in all facets. Right now, this is starting an organization from scratch. You, I’m sure, have been members of organizations and associations. Is there any advice you can share for folks that are starting an association or an organization from scratch that you can maybe can help smooth out their learning curve a little?

Ed Rigsbee: [00:08:19] Yeah, let me just ask it before I go into it to maybe go a little bit deeper. Are we talking about starting a nonprofit or are we talking about starting a trade association or are we talking about starting a community? Kind of give me a what what you’re.

Lee Kantor: [00:08:35] Well, I mean, the show is geared towards association leaders, so let’s talk about associations.

Ed Rigsbee: [00:08:42] Okay. I authored a book that came out in 2014. The book is titled The Role of Membership Today’s Missing Link for Explosive Growth. And in that book, one of the things that I said, let me back up. I back around I think it was the year 2000. I just dumb stumbled into something. So I was doing a keynote presentation for the California Farm Association up in San Francisco and Jerry Leander, their executive director, you know, kind of squeezing me, going, hey, you know, can you can you can you throw in a an industry roundtable? Yeah, sure. Yeah, sure. Happy to do it. So when I do those types of things, I’ll just ask the people in the group in the room, you know, what’s on your mind and put the things down on a piece of paper, what’s on the mind. We vote and whatever comes on the top, that’s what we talk about. So it was interesting. There was a bunch of board members in the room and they really wanted to talk more about the value of membership and their organization and just just start asking all kinds of questions and this and that and the other. And after the hour plus session, I’m looking at my the flip chart pages all around the room and I thought, holy cow, I think I created something here and took them all home with me. When I got back, I called Jerry, the executive director, said, Jerry, hey, you know, what we did is we worked on the value of membership and actually we did it in what are the actual real dollar numbers, and we did some really great work in that session.

Ed Rigsbee: [00:10:26] Would you like me to write an article for your magazine about it? Because Oh yeah, that’d be great. So, Lee, I just without knowing what qualitative research was, stumbled into qualitative research and developed a methodology, focus group methodology for determining an actual real dollar numbers what each feature of membership is worth. And so, and again, we have to remember, there’s, there’s there’s a lot of things that associations do that are not features of membership as an example of advocacy and legislative work. However, if they do, if they produce a legislative update and only give it to their members, then that legislative update is a feature of membership, which is, by the way, rated very, very high. So the advice I would give. Is what is in the book. If you want to grow your organization, if you want to start an organization, you’ve got to look at, you know, what are the benefits of membership and if you don’t. If we were to go to a dozen association websites and it would say benefits of membership and we look at it, it really isn’t benefits of membership, it’s features. And there’s a big difference. And I think most association people don’t really get it that there’s a difference between a feature and a benefit. A feature is something that’s built into the product or service. The benefit is how it makes that person’s life better. So what associations need to do is focus on talking to members or potential members about Here’s what’s in it for you. Here are the member. Only features the things that you don’t get unless you’re a member.

Ed Rigsbee: [00:12:18] And let me explain how it makes your life better and these these benefits or the features which create a benefit. You know, they go through the windows of profit to gain fear of loss, avoidance of pain, pride and prestige, so on. And. And so it’s. If you want to grow an organization. You’ve got to look at how are we creating value? The the old the old thing that I’m a baby boomer and I’m looking at your picture, Lee, and I’m not sure if you’re a baby boomer, but you’re getting maybe close. The old thing was, you know, joined because you should. That kind of disappeared with flair, slacks and bellbottom jeans. People, younger people, they don’t join because they should. They joined because I need to to better myself somehow. And a lot of associations have a big problem with when they’re trying to talk about why people should join. Usually on the board are more senior members, people that have been in the organization for a long time, and they forgot why they joined. They’re at a place in their life where they’re moving from being simply successful to wanting to be significant, which is wonderful. And the association helps them to do that. But they forget that the people that join when they’re younger, they want to grow their business, they want to grow their career, they want to grow their finances. So hence, any organization has to be able to prove to potential members it’s a good business decision, it’s good career decision, it’s a good financial decision. That’s the big disconnect that most people trying to create an organization do not.

Lee Kantor: [00:14:13] How do you how do you as an association leader and say, I’m buying everything you’re saying that I feel it’s imperative to demonstrate ROI in real green dollar way? Sure. How do I quantify the value of the things that I’m saying are the reasons you should join to network, to be mentored, to, you know, demonstrate leadership? How how do I translate that into dollars so that a prospective member can say, you know what membership costs x, I’m getting five X by joining.

Ed Rigsbee: [00:14:54] You know, Lee, that is the $64,000 question. And here’s the good news. I have the answer for you. So the qualitative research focus group sessions that I do, what we what I do is I get a cross-section of members, younger members, older members, male female, you know, as diverse a group, you know, based on the population of the association as possible. And we get them in a room, you know, try to get, you know, 30 ish people. And we I go through each feature of membership and and and I make sure and sometimes that I’ll I’ll have a little bit of challenge from the association staff. And it’s like, no, if it’s not a member only benefit, we’re not putting it up on the board. So because what we’re doing is we’re saying, okay, you pay, let’s just take your number $500 a year to be a member. We want to see how much they get for that $500. And so you go through each feature. And the idea and why why quantitative research doesn’t work so well is all the people that you’re researching, they don’t have the same context, so they can’t answer the question. When you do it qualitatively in a focus group methodology, you’ve got a facilitator in the room saying, okay, now this is how we’re going to do it, this is how we’re going to look at this. Here are several ways that you can determine how it’s valuable to you.

Ed Rigsbee: [00:16:34] You do it this way. You do it this way. You do it this way, you do it this way. And then the people in the room can go, Oh, I got it now today with having Zoom. I mean, it can be done on Zoom. And if you use like meta meter software where people can vote, I mean, you can, you can do it almost as good. But it’s the idea to let your members tell you. Now I’ll go to a number of ROI calculators on association websites. And generally, when I call the association, talk to them. It’s the staff that determined that’s wrong because because members and potential members don’t believe what the staff say. They believe what they say and they believe what their colleagues say. So what we have to do is say, okay, our members have said on average the value they get from this feature of membership. And I’ll just give you an example across the board. You know, I mean, I’ve been doing these sessions for over a decade. And what I mentioned earlier, a legislative update. Legislative update. Generally is valued by members and there’s a wide range, but generally from about 2000 a year to 5000 a year. And the way they find that is, is, is, is time saving because yeah, they could. They could hire a clerical person to go all do that work.

Ed Rigsbee: [00:18:02] But then that clerical person doesn’t maybe have the ability to create the summary and make it easy for the person to use access to headquarters staff. When people call them association and want answers to something in the industry, if the association people answer them, they’re kind of shooting themselves in the foot on value. What they need to say is, well, you know, that kind of information is proprietary to our members. We’d love to have you join our organization. Can I connect you with our membership people? So, you know, it’s it’s and this whole content marketing thing associations, so many of them are deluded into believing we just keep putting it out there, putting it out there and putting it out there. And people are joining. No, they will not put out the headlines. But make the content member only specific. There is there’s a ton of things that that we can go through. And, you know, when I over the years of doing these valuations, usually most associations in society have somewhere around 25 ish features of membership which are member only. And those 25 can be measured. And you know, it depends, but I see that the ROI as far as the multiplier. From about 10 to 50 times. So you know that that’s the common range. So if you spend $500 for membership. So ten would be 5000 to.

Ed Rigsbee: [00:19:59] 25. And and and I think that it’s it’s really much easier than people realize. But the challenge in doing in doing these sessions, a friend of mine who’s an association executive and I’ve worked with him in different associations that I’ve done work with, and he called me up and says, you know, I really want to do this facilitation myself. And his name is Matt. And I said, You know, Matt, I don’t recommend it, but we’re buddies, so I’ll teach you how to do it. Is it okay after he did the facilitation, you know, I call him. I said, Well, Matt, how did it go? And he goes, Well, you were right. And I said, What do you mean? He said, Well, you know, I found myself so I’m trying to to be. Their friend as as an employee of the association. And I found it very, very hard to push them to think a little bit harder than they normally would. And and I said, exactly. Bingo. That’s why you want an outsider. Because that way when the outsider comes in and the outsider pushes them a little bit, they can make all kinds of negative comments about the outsider. But the outsider disappears. But then the positive is the outsider pushed us and look what we have. So it’s it’s not hard. It’s easy to understand, but it’s actually hard to implement.

Lee Kantor: [00:21:31] But the key is to get the data from the actual members, not from kind of the board members in a in a conference room. Absolutely. Estimating you want to get the real data from the real people that are using it, not what you think the value is based on kind of the ivory tower folks telling.

Ed Rigsbee: [00:21:50] Yeah yeah. Board members will tend to to measure a little bit higher because they’re a little bit more engaged. But see, the thing is, and I teach associations, I’ve been doing this for years how to build a member recruitment brochure based on ROI and whether you do it paper or digital. I like paper because you can put it in your pocket and and you can sit down and and talk to somebody like at a Starbucks. And then, you know, you’ve got all this list of all these features and membership, and then the person goes, Well, I’m not going to use this one. Go. Oh, great. Let me take a magic marker. Draw a line through that. I’m not going to use that one. Okay. Draw the line through that. This. I’m not going to. Okay. So so everything else you think you’re going to use this is to the prospective member. And they would go, Yeah, these three, I’m not going to use OC. We line those out. Let’s re add OC instead of giving getting $22 back for every dollar you invest in membership, you’re going to get $17 back for every dollar you invest in membership. It still sounds like it’s a pretty good business decision, don’t you think?

Lee Kantor: [00:22:53] Right. And they’re coauthoring it with you.

Ed Rigsbee: [00:22:56] Yeah, but but the thing is, I’ve got to be able to say that, that if I’m a member of an association and I’m using this, or if I’m a staff person and I’m using this, I’ve got to be able to say our members have told us through research on average, you’ve got to be honest, you know, and on average this is the number. And sometimes when I do these facilitations, I mean, I have some member go, no, that’s worth $50,000. And I go, Yeah, you know, the number has to pass what I call the smell test. And, you know, maybe you’re right, but nobody’s going to believe it. So we got we got to dial back a little bit. But I find that it’s very common for trade associations and professional societies to deliver $20 back for every dollar invested. $40 back for every dollar invested. I see that frequently. And and it’s just understanding. And then the interesting thing here’s another thing like that. If it’s a trade association and the company is a member, well, then we got to change the calculation because now it’s well, what’s an average company and how many members, how many employees of that company might participate in the organization? Well, let’s they say, well, you know, on average, an average company, B, X, and they probably have five people from that company participate. Okay. So now all of these things that we we lay out that are features of membership, you got a multiple times five. Because because you’ve got five people in your organization. So that’s the value to the organization. So on on the professional society, which generally it’s only the member. You do it to the individual person, but if it’s a trade association and the company is the member, then you multiply it out and it’s even a larger number, quite frankly.

Lee Kantor: [00:25:03] So now getting back to Cigar Peg, what has been the most rewarding part of starting this organization and seeing it kind of grow over the years?

Ed Rigsbee: [00:25:15] Sure. Interesting question. You know, I think the most rewarding part is that at the end of every year. When I get to write the checks out to charities, I, I really like that. It it’s a very cool thing. The other. That’s that’s so very rewarding is. You know, when when I’ll put on an event at the National Speakers Association or I put on other events. We do one usually every year in Key West and we do one usually every year in Las Vegas. And, you know, just seeing all these people that come to this event, something that I’ve created and and they see the value of the community and getting together and and the events. I don’t charge much for them. I think associations right now and I’m going to probably get in trouble for saying this. I think associations are leaning too much on non-news revenue and charging too much for their conferences and trying to make too much off their conferences and non-news revenue. And there’s a lot in the marketplace of members pushing back against these egregious high prices to come to a conference and organizations are giving less and less at conferences. I think there’s going to be a day of reckoning on that. I run a. Every Tuesday I run an association CEO forum on Zoom and they pay to be part of this forum. And we were talking about that just a few weeks ago. And a number of them were saying, yeah, you know, we think that there’s going to be a day of reckoning if the prices keep getting too high. So it’s that’s why I keep the price is very low. I and I just really enjoy being with my colleagues, seeing that they’re there, getting value from the events and at the end of the year, getting to write up, getting to write those checks. Just really, really fun to do.

Lee Kantor: [00:27:16] And it sounds like at the heart of your work is just having real communication and conversations with your members in order to provide the services and value that they want and then just delivering it to them in an elegant way that they enjoy doing it.

Ed Rigsbee: [00:27:36] Mm hmm. You know, Lee, I think so many trade associations and professional societies don’t quite understand the value they create by providing community. And I think also they don’t understand how to run the chapters and how to create virtual satellite communities. And and, you know, we all want to learn from our colleagues, whether I’m a dentist or whether I’m a roofer. I mean, it doesn’t matter. And and in picking up the ideas and, you know, as I said earlier, there’s there’s several buying reasons to make the decision to join or call them buying reasons, decision to join reasons, whatever you want. And and and community is one of them. And so it’s I think that that’s an area that there’s a lot of room for a lot of organizations to to really expand what they’re doing and and do it in a way that creates more value. But here’s a challenge, and I see this all the time. A lot of organizations, whether it’s trade associations or professional societies, want to put on events where, like their vendors sponsor it. Well, now, now it’s a conflict of interest because the vendors are paying for it. So the vendors want a million people there or lots of people there. But if you let nonmembers come, then the value of membership is diminished. And so they’re cross purposes. And so a lot of associations or societies have to figure out, well, wait a minute, wait a moment, who are we serving here? Are we serving the vendors? And because they want as many people as possible at an event, or are we are we serving the members and making it member only? So that’s another feature of membership.

Ed Rigsbee: [00:29:39] It’s another value of membership. I mean, as a does a really great thing, they do a lot of various free webinars, this, that and the other. However, I have to go through their their shopping cart to register for the free event and it shows that that event should be let’s just take a number of $50. But because I’m a member, I’m getting it for free. So the subliminal that A is A is doing to me, right? They’re saying, Hey, yeah, we just gave you $50 as part of the value of your membership. You just say $50. And and I think that not enough organizations do that. And I think that they should, should, should take a note out of Asus’s playbook and and whatever we’re doing, you know, think about this for just a minute. Lee is one when an organization puts on a conference is the. Conference. A feature of membership or is the discount on registration that members get? That’s a feature of membership. Now, if you’re the cigar industry and you don’t let outsiders into your closed conference, well, then the conference is a feature of membership. But but I would say the majority of trade association, professional society meetings, non members can come. They just have to pay more. So we’ve got to become be careful. Remember, the conference is not the feature of membership. The discount is and we’ve got to make sure that we let people know, hey, because you’re a member, you just save 203 hundred and 500, whatever the discount is.

Lee Kantor: [00:31:23] Yeah, that’s a great reference for the great reminder for associations to remind people of the value that they’re providing. And it can be done in an elegant way that you just mentioned. Force them to sign up for the free event and let them know that you just signed up for free in this, you know, for regular people that have been 100 bucks. So in essence, you just saved 100 bucks. So they can do that in their their mental math as they’re calculating. Should I re-up for next year? Well, I’ve saved look, over the course of the year, thousands of dollars. It’s a no brainer to re-up.

Ed Rigsbee: [00:32:01] Yeah. You know, I think, you know, in my earlier life in the speaking world, I wrote three books on Strategic Alliance Development, and I used to do a lot of keynotes and workshops on Strategic Alliance development. And in one of the books, I, I really talked about my idea of relationship bank deposits and relationship bank withdrawals. And the idea is you don’t think about you can’t go to a bank and ask for money if you don’t have money there or if you don’t have a relationship or if you haven’t filled out a credit app. And so the thing that a lot of associations forget about through the year, you know, you’ve got to keep making relationship bank deposits with your members throughout the year. Then at the end of the year, when you ask them to renew, which is a relationship bank withdrawal, now they’re ready to say, sure, you know, same problem associations have when they on board new members. I’d like to use the Star Trek term assimilation and and instead of sending them the packet of stuff. Drip it out, send them sent and send the member something every month. Because if you send them at the beginning when they, when they become a member a packet of stuff, well that’s one relationship bank deposit. But if you drip stuff out through the year, that’s maybe 12 relationship bank deposits. And I know that it’s a very simplistic idea, but we do mentally keep track. We keep I hate to say keep score, but we kind of do. And and I think that that’s another area where a lot of membership organizations, they’re not. Making frequent relationship bank deposits.

Lee Kantor: [00:34:04] Right there, doing that one at the beginning, thinking, checking the box like, oh, we’ve given, we’ve told them everything and now it’s on them to kind of go through that thing where it gets filed away. They never opened it again. But if they would remind them, you know, once a month over the year and seeing all this new stuff that they’re now can get or remind them they’re going to get this, it just it just makes the person feel good year round rather than once.

Ed Rigsbee: [00:34:29] Absolutely. I mean and like I mean, with with my cigar pink charity every Wednesday, there’s a zoom call and that’s a relationship bank deposit every week. Now, not everybody comes on the call every week, but everybody gets an email reminding them and and and whether they do or not. And then we do a whole bunch of other things to where we’re making relationship bank deposits. But, but, you know, I think there’s a challenge just because you send the newsletter. Is it a relationship bank deposit or is it more noise? You know, and you’ve got to ask yourself, are you making your if you are sending a weekly newsletter, which is great. Are you making it really, really easy for them to access, digest and use the information? And the other question is, are you only sending it to members or which would then make it a feature of membership? Or are you sending out all around the industry thinking under delusion that it’s going to bring members in? So I think that these are some things that, you know, that are really worth having a discussion. And I realize there’s a lot of gray here. And, and and I don’t want to disk anybody for doing things a certain way. But I will say I think it’s worth having a discussion looking at everything we do as an organization.

Ed Rigsbee: [00:36:02] Is it a feature of membership or is it just something we’re doing for the industry? Is it a relationship bank deposit or is it not? And is this going to help us at the end of the year when the member tries to decide whether they’re going to renew or not? Because every year that member has a new buying decision. Unless, of course, you know, now I just got an email this morning from the National Speakers Association that says, general reminder, your membership is expires at the end of April and then it goes and you are on auto renew. It’s like awesome. Good. Send a note back. Thank you. Happy to be on auto renew. I don’t have to think about it. I don’t have to make a decision. I could make a decision not to, but I think that that associations that aren’t getting their members on auto renewal, I think they could they could do well if they did. And I think that associations need to make sure that that when it’s time for renewal, that they’ve made enough relationship bank deposits, that when they want that withdrawal the member said, sure, happy to do it.

Lee Kantor: [00:37:17] Well, Ed, thank you so much for sharing your story today. For people who want to know more about Sagar Pegg or maybe your consultancy, can you share the website for both of those?

Ed Rigsbee: [00:37:27] Sure. If you want to know about the charity, if you want to go and donate to it, it’s Sagar Paycom c i g r. Just like the vineyard smoke cigar peg peg dot com. That’s the charity and you can look all the cool things we do. If you want to know more about me it’s my website is Rigsby Like Rigs and a bumblebee r i g sb e everybody wants to put a y, but that’s wrong. Tooheys Rigsby dot com just simple Rigsby dot com I got I got that URL very early when they’re putting URLs out there’s a lot of Rigsby out there that tried to get that, but I got it. Anyway, you can. I mean, I’ve got an article bank at my website and I’ve got them in different categories, whether it be articles on partnering, articles on member recruitment, articles on membership growth, articles on personal accountability, so on. So and, and there’s a good couple of hundred there. And at that Article Bank, when somebody goes to the article, there’s also written permission for reprinting. So any association exec that likes some of the stuff I talk about and wants to go snag some of my articles and use them, hey, help yourself. There’s even permission for reasonable edit. I’m not completely sure really what reasonable means, but the editors can figure that out for themselves. So lots of stuff there.

Lee Kantor: [00:39:02] Well, thank you again for sharing your story. You’re doing important work and we appreciate you.

Ed Rigsbee: [00:39:07] Thank you, Lee. I appreciate.

Lee Kantor: [00:39:08] That. All right. This is Lee Kantor SEO next time on Association Leadership Radio.

 

Tagged With: Cigar PEG, Ed Rigsbee

Lori Manns With Quality Media Consultant Group

April 19, 2022 by Jacob Lapera

LoriManns
Atlanta Business Radio
Lori Manns With Quality Media Consultant Group
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QualityMediaConsultantGroup

LoriMannsLori Manns, President at Quality Media Consultant Group

Lori A. Manns is an award-winning business strategist and sales coach, and the owner of Quality Media Consultant Group – a business consultancy firm specializing in media, marketing, and sales solutions for optimal business growth.

Connect with Lori on Facebook, LinkedIn, and Twitter.

What You’ll Learn In This Episode

  • The importance of having a solid marketing plan
  • The cornerstone of an effective marketing strategy
  • Monetizing your marketing is so important
  • The significance of having a marketing mix
  • About the Trailblazer Business Summit on Saturday, April 23

This transcript is machine transcribed by Sonix

TRANSCRIPT

Intro: [00:00:04] Broadcasting live from the Business RadioX studios in Atlanta, Georgia. It’s time for Atlanta Business Radio brought to you by on pay Atlanta’s new standard in payroll. Now here’s your host.

Lee Kantor: [00:00:24] Lee Kantor here, another episode of Atlanta Business Radio. And this is going to be a good one. But before we get started, it’s important to recognize our sponsor on pay. Without them, we couldn’t be sharing these important stories. Today on the Land of Business Radio, we have Lori Manns with Quality Media Consultant Group. Welcome, Laurie.

Lori Manns: [00:00:43] Thank you. Happy to be here.

Lee Kantor: [00:00:46] Well, I’m excited to learn what you’re up to. Share a little bit about your practice. How are you serving folks?

Lori Manns: [00:00:52] Well, I am Lori Ammons, president of Quality Media Consultant Group, and we are a business consultancy firm specializing in advertising, marketing and sales strategies to help entrepreneurs and small businesses grow and scale. And that’s what it’s all about. So I’m just ecstatic to be here. I’m actually celebrating 13 years of being a business owner this month, so I’m happy.

Lee Kantor: [00:01:22] Well, congratulations on 13 years. Can you share a little bit about your back story? How did you get involved in this line of work?

Lori Manns: [00:01:30] Well, yes, I became an entrepreneur accidentally. I got downsized in 2009 and decided that I wanted to put my future and my income in my own hands. And so I started this business and never looked back. And I knew that because I had spent 20 years in the media industry, that I knew something about helping people to advertise and market and sell their products and services. And I knew I could figure out a way to develop a profitable business model with the right training and the right contacts and network. And so I just figured it out by trial and error, and here I am 13 years later.

Lee Kantor: [00:02:17] Now, during that time, did you find kind of that ideal customer? Have you identified who that perfect client is for you, the one that you can help take to new levels?

Lori Manns: [00:02:29] Yes. Well, you know, it was trial and error in the beginning because although I knew my target audience was going to be small business owners, I started the agency to work with corporations, and I still do that in one part of my business. But when it came to entrepreneurs and small business owners, I accidentally stepped into that field of coaching and consulting because as I began to brand myself as a subject matter expert, I began to get a lot of people questioning me about how they could market themselves better and how they could develop a sales plan. And so I figured out that my ideal client was someone who was purpose driven and who had a plan and was also faith based. Because my trajectory. Always got so much better when I combined my faith with my business acumen. And so I figured out that I was connected to and I was drawn to people who were purpose driven and faith based. And I also knew that I worked very well with people who were service based entrepreneurs, not that I couldn’t work with people who had product based businesses, but because I was a service based entrepreneur, I knew that I could connect with them a lot better because when you’re selling an intangible, you really have to be clear on who you are and what you bring to the table and what your strengths and weaknesses are, as well as how can you add value. And so I am really good at helping people to come up with how to market themselves and how to tap into their intrinsic gifts, skills and talents to become marketable and become known as subject matter experts. And so those are the people who are most designed to work with me and who I am called to serve.

Lee Kantor: [00:04:30] Now, earlier you used the word plan. Do you find that most of your clients, when they start working with you, that they don’t have a plan? They’re kind of just winging it based on whatever it is, kind of the the winds are telling them to do.

Lori Manns: [00:04:47] Yeah, I find that a lot of people have a loose definition of a plan, whether they call it a business plan or just a plan for how they’re going to grow. If they call it a growth plan, it’s very loose. It’s not something that is structured or even written down in most cases. Some people just kind of have a willy nilly idea as to how they want to grow their business. And when it comes to a business plan, most people don’t have a formal business plan. Not that it needs to be a 50 page dissertation or anything of that nature, but even just an idea as to how they’re going to grow, what their business is going to look like three years, five years, ten years from now, and how they’re going to grow it. And most people have not thought that far in advance. They know what they’d like to do. They have goals, but they don’t really have a plan necessarily for how they’re going to get there. And so that to me is a lot of what’s lacking in entrepreneurship today. People depend a lot on social media, and they just plan to show up on social media and hope that that really transfers into money and results. But that doesn’t always happen. So, yes, to answer your question, I do find that a lot of people don’t have a plan and they certainly don’t have one that’s written.

Lee Kantor: [00:06:13] Now, what are some components of a solid marketing or sales or growth plan?

Lori Manns: [00:06:20] Well, you really have to start at the beginning. And the beginning is what are your goals and what’s your mission, your vision and. Core values, because when you start at the beginning of why does this company exist? What what are you here to do that’s answering? What’s the mission and what’s the vision? Where do you see yourself? What are the top five goals that you want to accomplish? And then what are the core values that you represent as a company? And then what is the pitch? What is it that you’re going to be telling people that you’re going to do for them? And of course, it’s the brand. What is the brand about and what’s that brand promise about? And when you learn all of those things, then you can start to formulate the more important stuff, like who is your client? Who is your target audience? What problem do you solve for them? And when you figure out the main pain points and problems and struggles that your target audience has and how your company is uniquely positioned to answer those problems and address those challenges, then that’s when you can start to market and you can start to create products and services that are going to resonate with your target audience so that you can have a profitable business model. And then you can get into more in-depth stuff about operations, you know, and. All these other things that come into play when you’re running a business. So I think it has to start with the foundational things first and move from there.

Lee Kantor: [00:08:05] Now, as you mentioned, there’s a lot of folks out there that move maybe too early into all of the social media channels and all of the ways to communicate before they really have a true north of what they’re trying to accomplish and get this foundational stuff right. And they’re just kind of dabbling in a lot of different places rather than honing in on a handful that they can really make a difference. How do you kind of educate your clients to avoid that kind of spreading content out there in a whole bunch of places that, you know, at the end of the day, their clients probably are aren’t even paying attention to.

Lori Manns: [00:08:52] Well, I tell people that the best content strategy is to focus on the customer, focus on the client, because it’s not about you. It’s about them. And when you create content that is value based because it. Is about topics your target audience cares about. Then they’re going to be dialed in and they’re going to be paying attention. And so when you answer the questions that they may have in your content and you address the topics that they care about, then that’s going to help you build your brand as a go to resource and a subject matter expert in that industry. And so I just say avoid being all over the place by simply focusing on the audience. Who are we speaking to? How can we help them? What do we need them to know? And if you focus on those three questions, answering those questions and you add the last one, why should they care? That’s going to help you to develop the type of content that’s going to resonate with people. And of course, it’s going to keep you from being all over the place in your content marketing strategy.

Lee Kantor: [00:10:19] Now, is it possible to kind of tie results and financial results to some of these kind of efforts? Because it seems like in today’s world, it’s difficult to know where a person or a client came from because they’re being maybe touched by you or somebody that knows you in a variety of places.

Lori Manns: [00:10:48] Well, that’s a great question. I think it starts with yes. To answer the first part of your question, you can tie in some financial results to your marketing strategy or your social media marketing strategy. And it starts with having a great call to action and. The thing that you have to focus on is giving people the type of messaging that is going to move them. And that messaging has to move them emotionally and it has to inspire desire so that they want to dig into their pockets when they see that call to action that you’ve given them to take the next step. And so I truly believe that if you’re sharing the type of content that is going to make people think. Or make them entertained or educate them about something or intrigue them about something, then they’re going to want to take the next step and they’re going to be positioned to buy at that point, because you’ve already gotten their interest. You’ve already inspired some type of desire within them to learn more or take the next step. So if you give them an invitation and that’s all the call to action is, if you give them an invitation, then they’re more likely to take you up on it.

Lee Kantor: [00:12:20] Now, can you share a story of maybe a problem a client had that they went to you for help and then you were able to take them through that and help solve the problem and take them to a new level. Now, you don’t have to name the name, but maybe just share the problem and the solution and how you were able to help them.

Lori Manns: [00:12:42] Well, I can think of a client who was in a. The financial industry and just being a. Financial services provider and coming up with a product and a service that they wanted to get out there in the marketplace, but was not quite sure how to do that. So I helped them to develop a marketing strategy that positioned them as the expert, and they started to get opportunities for speaking and other things that turned into monetary fulfillment for them. I can also think of a real estate investor that was trying to get into coaching and consulting, and I helped them come up with a marketing strategy to put their. Program out there in a bigger way and start to create the type of content that was going to resonate with the folks who would be interested in taking a course on real estate investing and development. And their numbers just started to pick up and eventually blazed so many trails that they have expanded since working with me. So it’s all about the marketing strategy that you use and if you are a professional, an entrepreneur or whatever you consider yourself, it’s about doing the marketing that is going to resonate with you and that you’re going to feel good about, and that is also going to connect with the target audience. So if you are a solo entrepreneur and you’re someone who is camera shy, then video marketing might not work for you. But if you’re a solo entrepreneur and you’re not camera shy and you can deliver a message very well on camera, then video marketing could definitely work for you and could move the needle in your business and create that know like and trust factor a lot quicker so that you can connect with your audience better and in turn turn that marketing into monetization where you are actually making money.

Lee Kantor: [00:15:05] Well, is there any upcoming events that you’re participating in?

Lori Manns: [00:15:11] Yes, actually, because my firm is celebrating 13 years in business this month. We are hosting an event that is virtual and it’s called the Trailblazer Business Summit. And it’s an online event where we invite entrepreneurs to. Come and learn and grow together. And the theme for this year is Connect, Innovate and dominate. And we truly believe that in 2022 we are still learning how to connect with each other better and in more engaged ways online because of being on the tail end of this pandemic. We’re also learning that it’s so critical to innovate and create new products and services all the time and stay on the cusp of just creating new things. And also, it’s important to dominate in your industry so that you can be seen as the go to resource, the go to expert and the number one choice and obliterate your competition. So we’re all about connecting, innovating and dominating our spaces and places where we show up as entrepreneurs and small business owners. And so we have several speakers talking about everything from social media strategies that are going to take you to that next level, meaning six figures or seven figures, because I have some people in my network who have used social media only to build their businesses. And then we’re going to be talking about topics like blockchain and cryptocurrency and smart budgeting and investing and book publishing and marketing and so much more. And it’s such a great event because there’s a diversity in speakers and diversity in the topics, so we’re excited about it. It’s going to be happening Saturday, April the 23rd at 10 a.m., and I’m excited to share it.

Lee Kantor: [00:17:10] And who is the ideal person to participate or attend this summit?

Lori Manns: [00:17:16] I would say entrepreneurs and small business owners who are looking for strategies, tips and tools to level up in their businesses and of course level up means different things to different people. But when I say level up, I mean expand your brand awareness and increase your revenue and increase and grow your network. So if that sounds like you, this is a place for you to be because you’re going to do all of those things. You’re going to expand your network, you’re going to learn strategies to increase your sales, and you’re also going to make connections with purpose driven entrepreneurs who are trying to get to that next level and who have already attained a certain level of success that most entrepreneurs only dream about.

Lee Kantor: [00:18:04] So if somebody wants to learn more about the summit and or get on your calendar to learn more about your practice, is there a website?

Lori Manns: [00:18:13] Absolutely it is w w w quality media consultants dot com. Again, that’s quality media consultants dot com.

Lee Kantor: [00:18:26] Well, Laurie, thank you so much for sharing your story. You’re doing important work and we appreciate you.

Lori Manns: [00:18:31] Thank you so much, Lee. It’s always great to talk to you and I appreciate the opportunity.

Lee Kantor: [00:18:35] All right, this Lee Kantor we’ll see you next time on Atlanta Business Radio.

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