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Decision Vision Episode 56: Should I Partner with a Technology Transfer Office? – An Interview with Stephen Fleming, University of Arizona

March 19, 2020 by John Ray

technology transfer office
Decision Vision
Decision Vision Episode 56: Should I Partner with a Technology Transfer Office? - An Interview with Stephen Fleming, University of Arizona
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technology transfer office

Decision Vision Episode 56: Should I Partner with a Technology Transfer Office? – An Interview with Stephen Fleming, University of Arizona

Why and how should a business work with a university’s technology transfer office? How does the ownership and use of intellectual property work? These questions and much more are addressed by Stephen Fleming, University of Arizona, in this edition of “Decision Vision.” The host of “Decision Vision” is Mike Blake and this series is presented by Brady Ware & Company.

Stephen Fleming, University of Arizona

technology transfer office
Stephen Fleming, University of Arizona

Stephen Fleming is with the University of Arizona and serves as Vice President, Strategic Business Initiatives.

Stephen was originally trained as a physicist, and spent 15 years in operations roles at AT&T Bell Laboratories, Nortel Networks, and a venture-funded startup. He has 25 years of experience as a technology-focused venture capitalist and angel investor. Stephen is the former general partner of a $260-million early-stage venture capital firm responsible for 18 investments, 16 board seats and 13 successful exits.

After retiring from venture capital, he served at Georgia Tech as Vice President, Economic Development and Technology Ventures, Executive Director of the Enterprise Innovation Institute, as well as Director of the Advanced Technology Development Center (ATDC).

In 2017, Stephen moved to Tucson in 2017 to join the University of Arizona, where he focuses on improving the university’s engagement with the private sector. He is an investor in eleven private aerospace startups, was a founding member of the Space Angels Network, and has recently organized the Arizona Space Business Roundtable.

Michael Blake, Brady Ware & Company

Mike Blake, Host of “Decision Vision”

Michael Blake is Host of the “Decision Vision” podcast series and a Director of Brady Ware & Company. Mike specializes in the valuation of intellectual property-driven firms, such as software firms, aerospace firms and professional services firms, most frequently in the capacity as a transaction advisor, helping clients obtain great outcomes from complex transaction opportunities. He is also a specialist in the appraisal of intellectual properties as stand-alone assets, such as software, trade secrets, and patents.

Mike has been a full-time business appraiser for 13 years with public accounting firms, boutique business appraisal firms, and an owner of his own firm. Prior to that, he spent 8 years in venture capital and investment banking, including transactions in the U.S., Israel, Russia, Ukraine, and Belarus.

Brady Ware & Company

Brady Ware & Company is a regional full-service accounting and advisory firm which helps businesses and entrepreneurs make visions a reality. Brady Ware services clients nationally from its offices in Alpharetta, GA; Columbus and Dayton, OH; and Richmond, IN. The firm is growth minded, committed to the regions in which they operate, and most importantly, they make significant investments in their people and service offerings to meet the changing financial needs of those they are privileged to serve. The firm is dedicated to providing results that make a difference for its clients.

Decision Vision Podcast Series

“Decision Vision” is a podcast covering topics and issues facing small business owners and connecting them with solutions from leading experts. This series is presented by Brady Ware & Company. If you are a decision maker for a small business, we’d love to hear from you. Contact us at decisionvision@bradyware.com and make sure to listen to every Thursday to the “Decision Vision” podcast. Past episodes of “Decision Vision” can be found here. “Decision Vision” is produced and broadcast by the North Fulton studio of Business RadioX®.

Visit Brady Ware & Company on social media:

LinkedIn:  https://www.linkedin.com/company/brady-ware/

Facebook: https://www.facebook.com/bradywareCPAs/

Twitter: https://twitter.com/BradyWare

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Show Transcript

Intro: [00:00:01] Welcome to Decision Vision, a podcast series focusing on critical business decisions brought to you by Brady Ware & Company. Brady Ware is a regional full-service accounting and advisory firm that helps businesses and entrepreneurs make visions a reality.

Mike Blake: [00:00:20] Welcome to Decision Vision, a podcast giving you, the listener, clear vision to make great decisions. In each episode, we discuss the process of decision making on a different topic from the business owners’ or executives’ perspective. We aren’t necessarily telling you what to do, but we can put you in a position to make an informed decision on your own and understand when you might need help along the way.

Mike Blake: [00:00:40] My name is Mike Blake and I’m your host for today’s program. I’m a director at Brady Ware & Company, a full-service accounting firm based in Dayton, Ohio, with offices in Dayton; Columbus, Ohio; Richmond, Indiana; and Alpharetta, Georgia, which is where we are recording today. Brady Ware is sponsoring this podcast. If you like this podcast, please subscribe on your favorite podcast aggregator and please consider leaving a review of the podcast as well.

Mike Blake: [00:01:05] So, today, we’re talking about technology transfer offices and when it might make sense to partner up with one. And I think this is an interesting topic for a lot of reasons. One, I think this is an underutilized and underappreciated asset among companies in the tech sector broadly. And in some cases, you don’t even need to necessarily be a technology company to benefit from these kinds of relationships. But also, not many people know this because the early part of my career is convoluted and would take a podcast episode to really explain in detail.

Mike Blake: [00:01:05] But the bottom line is that my first job out of school full-time was to work for Brown University’s technology transfer office, which was called the Brown University Research Foundation. And until I had done that, I did not know what a technology transfer office was. So, you know, why did they hire me? The reason was, at the time, they were doing a lot of stuff with Russian universities. And because I was a Russian speaker that was willing to work for peanuts, they saw me as a good fit.

Mike Blake: [00:02:13] But I’m not a scientist by any stretch of the imagination. But that made a lasting impression upon me in terms of what tremendous impact a technology transfer office and generally, what private academic partnerships, and sometimes, those are public academics, sometimes, those are private academic partnerships, can do in terms of supporting the private sector and promoting economic and social development, generally.

Mike Blake: [00:02:46] So, you know, if you are a technology-related company and you feel like you may need help or maybe there’s some universities you think are working on some cool things, but you’re wondering about how to take advantage of that, and most universities are looking very actively to partner with the private sector, that’s a major priority for just about every university that I’ve spoken to over my career. I think this podcast will at least give you some understanding as to how to approach that conversation and do so in a way that’s intelligent and productive.

Mike Blake: [00:03:20] So, as is always the case, I can have a five-minute conversation about any topic we put on, but we’re going to introduce an expert in. Today, I’m delighted to introduce my friend, Stephen Fleming, who is currently Vice President, Strategic Business Initiatives at the University of Arizona. And that’s strange to say. He and I were just talking about this. And he’s a native Atlanta guy going back, I think, five or six generations.

Mike Blake: [00:03:47] And I think at least until three years ago, if you prick him, he’d bleed golden black. But now, he’s with the University of Arizona, which is ranked among the top 20 public research universities nationwide in areas such as the environment, optics, space sciences, bio sciences and southwest border issues. They’re among the best in the world. Stephen himself is a highly successful senior executive with leadership experience in startups, multinationals, private equity and university-based economic development.

Mike Blake: [00:04:18] Recognized as a thought leader for innovation entrepreneurship, including selection, as one of the first principal investigators funded by the National Science Foundation to help create the I-Corps program. Most recently, he led the Economic Development Entrepreneurship Initiatives at the Georgia Institute of Technology. There’s that golden black I told you about. He’s the former general partner of a $260-million early-stage venture capital firm responsible for 18 investments, 16 board seats and 13 successful exits.

Mike Blake: [00:04:46] I’m going to pause for that. 18 investments, 13 successful exits, that’s a high batting average, folks. Previously led introduction of residential broadband products such as DSL and cable modems. I remember DSL at Nortel Networks, vice president of product management marketing at LICOM, which is a venture-funded startup. And started his career as a bench scientist at AT&T Bell Labs. He’s an active angel investor, at least he has been, community leader and mentor to local entrepreneurs and generally just a good egg. Stephen Fleming, thanks for coming on the program.

Stephen Fleming: [00:05:22] Like I always hate listening to that intro because it seems like I can’t keep a job. But I’ve had a lot of fun and a great run so far.

Mike Blake: [00:05:31] I think the bigger issue is that they can’t keep you. I didn’t realize that you had 18 investments and 13 successful exits. How in the hell did the venture capital industry not keep you in there as a lifer?

Stephen Fleming: [00:05:48] Well, you know, I tried retiring. It was my own choice. And it turns out I have zero retirement skills. And about the time that I was realizing that I don’t golf and I don’t fish and I don’t do anything else you’re supposed to do in retirement, Georgia Tech started sinking its hooks into me as a volunteer. I was an entrepreneur and resident at ATDC, which actually, I wound up running that. I got on a couple of advisory boards and I just slowly got absorbed into the body of Georgia Tech and wound up running the group that I had there, which was actually about 200 people at the peak. And so, yeah, I loved the venture business. I enjoyed it. It’s the greatest job in the world. But honestly, I’ve been an academia now for, gosh, lasted the amount, 17 years. And this is fun, too. I love being part of a major public research university. It’s a great gig.

Mike Blake: [00:06:47] So, what I like to do with most of these podcasts, and it certainly applies here, is I want to set a vocabulary for the listener because the listener may not have heard the term technology transfer office. It doesn’t necessarily come up every day. So, can you describe for us and define what is meant by a university technology transfer office?

Stephen Fleming: [00:07:09] There’s a general set of terms that would fit just about everybody and then, you know, many universities will have their own unique spin or their own unique interpretation. But in general, a research university is going to have faculty and staff and students working on research projects which may, and the result of that research, create intellectual property. And in this case, we’re almost always talking about patents. There are other forms of intellectual property as Mike well knows, but here, we’re going to talk mostly about patents.

Stephen Fleming: [00:07:46] And if you are creating patentable technology, the law in the United States for the last 40 years, if that research was funded by the federal government, then the university has the option to assert title to that intellectual property. So, the university can patent that within the universities name. Well, yay, that means the university owns the patent, which is a piece of paper. And that by itself is basically worthless.

Stephen Fleming: [00:08:16] In order to make that have impact on society and to have economic value, that needs to be transferred to the private sector. And so, technology transfer is just that, it’s taking the intellectual property developed by the university and moving it into some sort of licensing agreement or some sort of arrangement with a private sector entity. That private sector could be an individual in the case of a consulting operation.

Stephen Fleming: [00:08:46] It frequently is a startup company, which could be created around or adjacent to that intellectual property or it could be a large company, you know, a Microsoft or Boeing or a Pfizer to license it and take it toward as part of a big company. But in all those cases, you’re transferring the technology from the research university into a place where the private sector can pick up the ball, run with it, and hopefully create value and create a positive impact on the community and on the world.

Mike Blake: [00:09:18] So, I mean, you know, sort of brass tacks, why does a university care about any of that? When we look at universities, we think about academics to sort of do their thing. You know, why do they take an interest in transitioning these technologies outside of the academic universe?

Stephen Fleming: [00:09:40] Well, let me first make it clear why we don’t do—or a reason we don’t do it. We’re not doing this to make money. A lot of people have that misconception that, you know, we’re selling off this intellectual property and we have a Scrooge McDuck money bin that we dive into and swim around in. That really isn’t true. Most major research universities lose money on intellectual property and technology transfer. It’s the cost of doing business. There are a number of reasons why we do it, none of which are financial.

Stephen Fleming: [00:10:14] The one which people may not really accept this, which is true, is that we feel it’s our obligation. This is research which is being done, especially in public universities, but it’s true as well at private universities like Emory or Stanford or MIT. You know, we feel that creating this technology and letting it sit on a shelf and gather dust is not the honorable thing to do. There should be a path forward to make this happen.

Stephen Fleming: [00:10:45] And if we can do that, and hopefully not lose too much money in the process or ideally break even in the process, then we’re fulfilling kind of a public duty. That is true, but if you don’t believe it, there are some more tangible reasons. We, the university, tend not to make money on this, but the professors individually very well can. There are some professors out there, you know, driving Ferraris based on technology transfer agreements with their university because of creation they’ve ushered through their laboratory.

Stephen Fleming: [00:11:18] And so, we are competing for good faculty and we’re always competing for good faculty. The fact that we’ve got a supportive technology transfer office and all the community around that is one of the table-stake items to recruit and retain excellent faculty. So, it’s part of, you know, building our intellectual standing. And then, finally, it’s a great way to help out our students because even though I suspect those professors who drive Ferraris, like those cars, most professors are not really driven by money, they would have probably made different career choices if they were.

Stephen Fleming: [00:11:59] They’re really driven by making their students successful. And by having these sort of technology transfer agreements and licensing offices and so forth, it’s a way to give multiple path forward to their students if the student wants to start a company based on that work in the laboratory or join a company based on the work in that laboratory or if we want to license that technology to a big company and that student wants to go work for that big company. It’s a way of helping the careers of those students that we’ve spent so much of our time and effort in supporting.

Mike Blake: [00:12:34] So, you know, that’s interesting even with the exposure I’ve had to tech transfer offices, I’ve not heard it exactly in that way. So, I’ve learned something so at least one listener learned something. I think it’s reasonable to put out there that universities are going to have a reputation for doing very, you know, so-called primary or, you know, basic research, research that is fundamental to science, but may not have a short path or even a clear path to any kind of commercialization. Is that fair and is that something the private sector has to then bridge or are universities better at producing something closer to market-ready science and maybe generally believed?

Stephen Fleming: [00:13:28] The answer to almost any reasonably complex question is it depends. So, the answer, it depends. In general, you know, your instincts are right. You know, if you look at the research and development continuum, universities are typically going to be big are a little deep. You know, we’re working on the fundamental research, the fundamental science. And, you know, much less focused on how do you develop that into a product or service that you could put in a catalog and sell to somebody. We do some of that. But really, our emphasis is on the earlier stages.

Stephen Fleming: [00:14:01] And corporations or even startups are kind of the flip side of that. They are like, you know, we have to believe the science works, but now, how do we build the sales channels? You know, how do we do pricing? How do we go through regulatory relief and things like that? So, there is this, I mean, you can always hear people calling various things, the valley of death or the chasm or what have you that needs to be bridged between the early-stage activity of university and the later-stage activity of the marketplace.

Stephen Fleming: [00:14:30] Those are some of the ancillary functions that tend to get wrapped around a technology transfer office. But I’ll also note that that chasm between fundamental research and commercial deployment can vary dramatically based on the sector of science and technology that you’re working in. If you’re doing human pharmaceutical drug development, you know, that gap can be decades, okay?

Mike Blake: [00:14:57] Yeah.

Stephen Fleming: [00:14:58] If you’re doing software and, you know, augmented reality, that gap can be months. You know, that can actually go very, very quickly. And other things, you know, advanced materials or things like that will be somewhere in between. So, just because it’s early and fundamental doesn’t mean that it’s a long wait. It depends on the sector. And, you know, the closer you get to putting something in a pill that goes into the body, the longer it takes.

Mike Blake: [00:15:25] So, of course, what we’re talking about, technology transfer offices, which are associated with academic institutions. And I think you would agree that academic institutions culturally, structurally, fundamentally are different animals than the typical corporate organism. And I guess my question is that, you know, should private companies have an amount of concern or trepidation in trying to cooperate with an academic institution, given that those cultures and sometimes the fundamental objectives are so foundationally different?

Stephen Fleming: [00:16:06] The cultures are different. There’s no doubt about that. And the role of a good tech transfer office and commercialization office and other functions, a lot of times, is to do impedance matching and, you know, making sure that the expectations are aligned and appropriate for both parties. So, the clock tends to tick slower in academia. The professor will look at something and say, you know, “Gee, I can’t get to that this semester. I can do that next semester.”

Stephen Fleming: [00:16:39] And the corporate partner, especially with the startup, says, “You know, I don’t know what a semester is, but can I have something by Tuesday?” And those are just fundamentally different. So, it’s a matter of managing expectations. It’s a matter of, you know, understanding that if you’re looking for something that’s going to go into production in your factory in the next 90 days, you probably are not going to get that out of the university.

Stephen Fleming: [00:17:04] If you’re looking for something which is going to completely obsolete what’s in your factory right now and make you build a new factory, that very well may be coming from the university. And the earlier you get a start on that, the better. Now, given that, I will say, a lot of the grief that universities get for being slow and stubborn and hard to deal with and so forth, a lot of that is anecdotal. Sometimes, that’s self-serving on the part of the non-university partners.

Stephen Fleming: [00:17:37] A lot of universities, including the two that I’ve been closely involved with, Georgia Tech and now, University of Arizona, have gotten a lot better at this in the last couple of decades. So, if you’re hearing horror stories of that in the world, you know, back in the day, I had this, you know, situation, “Well, you know, find out when back in the day it was”, because yeah, in the 1980s and even 1990s, universities were pretty bad at this. This whole area of practice of university technology transfer is only 40 years old. The whole idea of university tech transfer really only emerged with the Bayh-Dole Act of 1980.

Stephen Fleming: [00:18:22] And most universities didn’t establish tech transfer offices until the late ’80s or early ’90s. So, in the early days, yeah, we were pretty bad at this. Now, we’ve gotten good at it. We have templates, we have guidelines. We have, you know, a lot of test cases with, you know, clear crisp delineations of what we can and cannot do. And so, I think it’s much more efficient and much more—I’ll say, a much less painful process for a company to work with a university than it may have been even a decade ago.

Mike Blake: [00:18:57] And I imagine, too, one of the ways in which the offices have evolved is that they hire people candidly like you who have been in the business world and speak business. And in your case, you’re bilingual, you speak both business and academia. And that’s an important element.

Stephen Fleming: [00:19:17] That’s true. And people like me didn’t exist 20 years ago because nobody had done both sides of it. So, now, universities will have people who can help out in intelligent ways. And also, you know, we can make it really clear, you know, hey, “Well, you know, this is not our first rodeo. You know, we’ve done licenses like this frequently. You know, here’s the points which are negotiable and let’s negotiate. And here’s the points we just aren’t, you know, we’re a public university. There’s things that are a matter of law that we can’t change.”

Stephen Fleming: [00:19:52] And let me give an example. One that, you know, frequently comes up in negotiations with either startups or with big companies is around the issue of ownership of intellectual property. Well, under federal law, if we’ve asserted title to the intellectual property, you know, we have to maintain that title in the name of the university. So, basically, we cannot sell you our patent. Now, through a licensing arrangement, we can arrange for you to have exclusive worldwide sub-dividable, sub-licensable, non-recourse, non-fee control of that intellectual property, which, for all intents and purposes, is identical to ownership.

Stephen Fleming: [00:20:43] Because if your focus is not really you want to use it, you want to make sure that nobody else can use it. Well, that’s ownership. We can make that happen. We just can’t sell you the patent. We can’t transfer title, but we can give you all of the benefits of ownership. And for the companies who’ve done this before and understand that, we can actually reach an agreement very, very rapidly. If we’re working with a first-timer that has been through this that has to get educated about, “So, we’re going to hand you money and you’re not going to hand us titles or VIP. Why is that a good idea?”

Stephen Fleming: [00:21:18] We have to go through an educational process. Now, again, the good news is over the last, I will say, 40, certainly 30 years, we’ve done this enough, we’ve gotten better at the educational process. But, you know, 30 and 20 years ago, we weren’t even good at that. And there are a lot of people that got kind of crossways and got upset about the way things were being handled. We’ve gotten better at that.

Mike Blake: [00:21:41] So, we sort of danced around it, but I want to make sure we hit this very directly because it is central to the theme of the podcast. And that is, you know, as you go out into the market, make your pitch to the private sector to cooperate with University of Arizona by I think tech offices, transfer offices generally, you know, why should companies be thinking about that? Why is that something that’s worth a company to invest in?

Stephen Fleming: [00:22:08] Well, even when I worked at Bell Laboratories, that’s before divestiture, which goes to your podcast, listeners won’t even know what I’m talking about, but there, you see this wonderful emerald city called Bell Laboratories which had some of the smartest people in the world working there. You know, I had three Nobel Prize winners, you know, working within a mile of my office, at different buildings. Even then, most of the smart people in the world didn’t work for my company. And that’s even more true today. Most of the smart people don’t work for you.

Stephen Fleming: [00:22:42] And if you’re in a business where your product or service is going to depend on having the best ideas and the best technology and the best science behind them, you’re going to want to get those wherever you can. And sometimes, that’ll be from inside your own skunkworks operation in your own laboratories. Sometimes, that will be from startup companies that you go off and acquire. Sometimes, that will be from universities where you go off and make license arrangements for intellectual property.

Stephen Fleming: [00:23:14] Sometimes, that might be with national laboratories like Oak Ridge or Lawrence Livermore or something like that, which also have tech transfer offices. So, you know, you as a company, you’re going to be in search for the best ideas, the best science, the best technology, the best implementation. And you need to have processes in place to chase those ideas wherever they live. And if they happen to be at universities, you need to have processes and structures in place where you can easily incorporate those into your product and service planning without breaking your old system.

Mike Blake: [00:23:53] Now, that’s a very interesting answer because I didn’t expect it. I would have thought that the first answer when it comes to cost is that in your case, the taxpayers of the State of Arizona and to a lesser extent, federal taxpayers have funded research that’s gotten it to a certain point, so you’re able to piggyback on resources that have already been spent by somebody else. And maybe that’s true. And I’ll ask you to comment on that in a minute. But interestingly, what you’re really leading with is expanding your in- effect network of intellectual capital because, you know, even, as you said, Bell Labs can’t house it all in one place.

Stephen Fleming: [00:24:39] Right. And to, you know, replied to your approach, you’re not wrong. I mean, the taxpayer is paying, you know, country-wide, billions of dollars for this research, which your company can’t afford those billions of dollars. But the truth of the matter is, you know, going to a university tech transfer as a cost reduction strategy is probably misguided because if you’re kind of—I’m thinking for from a big company’s perspective right now, so a big company, you know, your cost is basically all payroll.

Stephen Fleming: [00:25:16] You know, everything else is a rounding error. I don’t care how many electron microscopes you’ve got and, you know, whatever other people, the test equipment you got, your cost is going to be the cost of people. And you’re going to pay those people, whether they’re working on good ideas or whether they’re working on bad ideas. So, what you want to do is maximize the time they’re working on good ideas.

Stephen Fleming: [00:25:39] And if you can jump-start them with a piece of intellectual property or maybe you just hire a really great graduate student and there’s no licensing arrangement that comes with it, you’re just hiring a great grad student and you’re jump-starting that very expensive payroll you’ve got to work on better ideas faster. You know, that’s how you go into the marketplace and compete and win. It’s not because, you know, we’ve got this wonderful, you know, gas chromatograph that you’re able to use for a cheap rate because the taxpayers paid for it. We’re happy to do that, but that’s not going to make you win.

Mike Blake: [00:26:11] So, you touched upon something at the start of the interview and I want to come back to that. Are there certain fields of science that lend themselves better to a technology transfer relationship than others?

Stephen Fleming: [00:26:28] The relationships can be different. I’d say pretty much, you know, all of the, you know, science and engineering related work that is done at the university, you know, can all be transferred. Some will transfer faster than others. What I would say is that different ones lend themselves to different structures. And let’s take the two extremes. You know, let’s take drug development and let’s take software. You know, software is very easily transferable to startups because you have essentially no capital requirements, use a couple of laptops and an internet connection.

Stephen Fleming: [00:27:07] You have, you know, very few, perhaps too few, regulatory requirements. So, you can set up shop as a startup with a license to university intellectual property, you know, very, very quickly, very, very cheaply. If you’re working in drug development, there’s an enormous amount of regulatory burden, perhaps too much, that’s a different conversation. There’s enormous amount of capital requirements. There’s enormous amount of overhead required and creating and developing channels to market. It’s a hugely expensive proposition.

Stephen Fleming: [00:27:43] And it’s very unusual that a startup company would be able to take that all the way to the marketplace. You might start with a startup company with the intention of having that startup company acquired by a Pfizer or GlaxoSmithKline or somebody like that later on. So, I’d say that, you know, all areas of technology have interesting leading-edge work being done at universities. All of that can be transferred, but you wouldn’t necessarily use the same cookie-cutter template depending on what business you’re in.

Mike Blake: [00:28:21] Yeah. And, you know, interestingly that, you know, you did cite two extremes and those two, in spite of the fact those are extreme cases, the cases for that kind of collaboration is readily visible either way, right? If it is going to a longer, more expensive process for pharmaceutical development, but that’s just the way pharmaceutical development works, whether it’s private or academic.

Stephen Fleming: [00:28:48] Right. And just the way that works because you’re putting substances in human bodies and we, as a culture, have decided we’re going to have certain rules about that. And following those rules takes a lot of time, money and talent. That’s not saying it’s a bad thing. It’s just saying that you need to know that, you know, when you’re starting a company in that sector or launching a product for a big company in that sector.

Mike Blake: [00:29:13] So, we’ve touched upon one particular model, which is technology licensing or what you’ve described sounds to me like, effectively, a sort of synthetic ownership transfer. Are there other models out there that companies can consider or does it have to be that kind of licensing model?

Stephen Fleming: [00:29:36] Well, there’s different kinds of licenses. And the fundamental, you know, dividing in two is exclusive and non-exclusive. And an exclusive license is, you know, this is mine. You know, one way or another, I paid for it and I want to control it and I want to make sure that nobody else can use it. And we’re happy to create exclusive licenses like that. They cost a little bit of money. If that’s not critical to you and what you really want is freedom to operate and just to make sure that no one else can come and say, “You have to stop doing what you’re doing” because now, they have control or ownership of the piece of intellectual property, you know, that can be a non-exclusive license.

Stephen Fleming: [00:30:25] And so, something that we grant all the time is called, the acronym is NERF, nonexclusive royalty free license. And that’s basically saying, you know, we, the university, own this piece of intellectual property for various bits of compensation, which can vary depending on the deal. You know, you’ve given us good and sufficient reason that we’re granting you a non-exclusive royalty free license, which means you can use that in your product and service and you don’t have to pay us any additional for that because you’ve paid us something upfront.

Stephen Fleming: [00:31:01] But at the same time, you can’t stop, you know, Brand X from using it and you can’t stop us from licensing it to Brand X, Y and Z under other arrangements. And that’s actually a great utility especially to some folks in the hardware-related businesses because, you know, they’re not looking to build the product around this particular way of building semiconductors. They want to build a semiconductor to put them into a laptop and sell laptops.

Stephen Fleming: [00:31:34] And that’s really what they want to do. And so, what they want is freedom to operate to know that they’re safe from getting a tap on the shoulder or a nasty letter from a lawyer saying, “You can’t do that anymore.” So, there’s a whole range of different arrangements. At the University of Arizona, we’ve got a couple of templates called the Arizona Choice, which you can look up on the website if you want to. And those are kind of the two versions, is if you really think you’re going to want an exclusive, you can pay us upfront and we’ll make sure that nobody else even gets a look at that technology.

Stephen Fleming: [00:32:11] If you just want freedom to operate, you can pay us a little less, actually a lot less and you can have that. You can also be in-between. You could say, “Look, I want to non-exclusive with a certain amount of period of time to decide if I want to negotiate an exclusive and pay more money.” We can make that happen. So, you know, we can be pretty flexible within the bounds of federal law and IRS regulation and things like that, but we can’t change within those boundaries because we’re doing this as a service to our faculty and to our students and to the community. And we’re not, you know, trying to make money off this. We’ll be as flexible as we can be.

Mike Blake: [00:32:52] So, what you’re describing to me is something that sounds to me of a highly transactional nature, which is, you know, let’s say, you know, UA has developed technology X and company A thinks that technology X is pretty cool. Tech company A says, “I’d like to have technology X.” And then, you work out some model that makes sense for you by which company A does have access to technology X. My question is this, are there other more expensive models out there? For example, purely hypothetical, but I’m going to use this example because I know you know this sector very well. You know, let’s take Boeing and they’ve had, literally, a disaster of a product launch and they’re still trying to figure out how to get that thing flying, right?

Stephen Fleming: [00:33:47] And not just on the 737 Max, I mean, they’ve had troubles in a lot of places. They’ve had a bad year.

Mike Blake: [00:33:52] They have.

Stephen Fleming: [00:33:53] Go ahead.

Mike Blake: [00:33:53] For sure, right? And, you know, if I were they, and maybe they’re already doing this, I don’t know, but I would want to go to some—I would at least think about, is there someone that we can partner with? Maybe there’s some people in spite of Boeing being Boeing and who they are and how many people. There are lots of smart engineers and all that. But is there somebody that can just help us figure this darn thing out, so we get the planes back flying again and people being willing to fly on them? Are there models where there’s this sort of an effect, I guess, a joint venture available, where, you know, that company may want to just—may not have the answer, maybe they don’t think the university itself has the answer either, but probably has the resources to help them figure out the answer. Does that make any sense to you?

Stephen Fleming: [00:34:47] Yeah. And let’s make sure to make it very clear. I’m not talking specifically about Boeing because by the time you get to the situation they’re in, I mean, they’re in an issue where it’s a public relations crisis, it’s a stock price crisis. I mean, you don’t want to get to that point.

Mike Blake: [00:35:04] Right.

Stephen Fleming: [00:35:05] And we, universities in general, really are not in the fix-it-up business. You know, we’re not turnaround specialists. And because our clock does tick slower, you know, if you’re trying to figure out how to get the stock price back up the next 90 days, we’re not going to be the ones to solve that problem. But to answer the deeper question, you know, are there other relationships? Yes, absolutely.

Stephen Fleming: [00:35:34] What you can find is certain companies will look at certain universities with particular specialties and say, “You know, there’s just a lot of great activity going on there. We’re not looking to license any specific piece of intellectual property”, which as you correctly noted is transactional. “We just want to be in the conversation with these folks to kind of figure out what’s coming next and how that’s going to affect our business and, you know, what should we be thinking about four or five years out?”

Stephen Fleming: [00:36:09] Not 90 days out, but five years out. And there, we’ve got a couple of models. We, the universities in general, have a couple of models. One of which is just, you know, a bilateral agreement between the university and a big company to say, “Hey, look, let’s come sponsor some research. Let’s do some sabbaticals for your faculty. Let’s do some internships for our grad students. Let’s just have this free-flowing set of discussions between the two of us, so we can help color your perception of what you’re working on next.”

Stephen Fleming: [00:36:46] And oh, by the way, these graduate students doing internships with you, you’re going to want to hire them. And so, we do a conveyor belt of talent to them. That would be kind of a bilateral research agreement. We can also do the multilateral and we can say, you know, “We’re working on what can be seen as pretty competitive technology or non-competitive technology and let’s put together a consortium.” And sometimes, we’ll do that purely with university partnership with companies.

Stephen Fleming: [00:37:21] Sometimes, we’ll get federal dollars to help make that happen through a National Science Foundation grant or something like that. And this brings us up to one of the important roles of a major research university, especially a public research university, is we can act as a convener. And, you know, you’ll never get Coke and Pepsi to cooperate, but you can get both Coke and Pepsi to join a university consortium to look at issues of, let’s say, you know, how—I’m making this up.

Stephen Fleming: [00:37:58] This is not a real project, but, you know, how can we minimize water use in making our soft drinks in areas where they’re under water stress, that there’s a drought or because of climate change or what have you? You know, that’s not going to be a competitive advantage for Coke nor for Pepsi. You know, they’re not going to go advertise, “Hey, we’re using less water in our production process.” It would save them money.

Stephen Fleming: [00:38:24] It would be a good thing for them, but it’s not necessarily a head-to-head competitive issue. So, that’s one where you could see—and again, this is purely hypothetical, you could see both of those companies coming together and working with the university and saying, you know, “How are the best ways to do this? And by the way, here’s some things we, as Coke, have tried” and “Here are some things we, as Pepsi, have tried.”

Stephen Fleming: [00:38:49] And the university, here are some things we, as the university, have tried. And let’s start trying to find best of breed.” And so, that sort of research consortium is not focused on a license, is not focused on a transaction, but it’s focused on moving the chains for everybody in the industry. And again, that’s something which, really, can only be done at a major research university. There are really not other entities that are able to do that very well.

Mike Blake: [00:39:18] So, we’re running up against the clock here. There’s time for a couple more questions. But one I want to make sure I get out there is, you know, let’s say a listener has become convinced that at least exploring a relationship with a tech transfer office is worthwhile. What are the first couple of steps to get started on that?

Stephen Fleming: [00:39:43] Well, first is picking the right university. And there can be lots of reasons why it’s right. The best one is that university is working on the technology that you specifically are interested in. You want to go find the leaders in that. You know, the other might be their neighbors down the street. And there’s a certain value that you shouldn’t discount the value of being able to be local to your local research university because you may find out that they’re not working on a particular widget you’re interested in, but they’ve got people who could be.

Stephen Fleming: [00:40:13] And if you were to sponsor research in that area, they could suddenly become a very strong leader in that area with just a little bit a nudge and a little bit of resource. But you need to have a thesis. You need to have a reason for why you’re talking to a particular university or a particular set of universities because there are, you know, 100 tier-one universities in the country and, you know, hundreds more in the lower tiers. You can’t talk to all of them.

Stephen Fleming: [00:40:39] So, first, you know, you pick the ones you want to talk to. After that, I would have had different advice 20 years ago. But right now, in the year 2020 and thereafter, what I would say is, you know, look up their technology transfer office online and call them or send them an email. And they’ll have lots of different sorts of names, technology transfer office, technology licensing office, office of industry engagement, I think, was the name they use down at Georgia Tech, doesn’t matter.

Stephen Fleming: [00:41:16] You know, you’ll quickly be able to poke around the website and find out who owns the licensing process because these days, any substantial research universities, and probably anyone that you’re going to want to work with, they’re going to have people whose job it is to talk to you. So, they’re waiting for that phone call or that email because that’s their job, is to do outreach. And so, in the current environment, it’s actually a very, very easy conversation to get started.

Stephen Fleming: [00:41:48] You go to the web page, you find the right link to click on or number to pick up a phone call, what have you, talk to those people and they can start navigating you through the process as it exists at that university because the basics will be the same anywhere. But some of the specifics will be different depending on what the university policy is, whether they’re public or private, how they’re structured, blah blah blah, there’s lots of reasons. But those people in the tech transfer office can act as your native guide, you know, through that process and make sure that it’s successful for you.

Mike Blake: [00:42:26] So, Stephen, to wrap up, this is obviously a complex issue and I’m sure there are going to be listeners that could very well have more questions. If they’re interested in either collaborating with the University of Arizona or just tech transfer, in general, would it be okay if they contacted you? And if so, what’s the best way to do so?

Stephen Fleming: [00:42:50] Oh, absolutely, I’m happy to talk to any of your listeners. I’m easy to find, it’s my first name and last name, stephenfleming@arizona.edu and Google find that easily. But also, you know, make sure they do talk to their local university if they got questions, even if that’s not the one they want to talk to. There also is a trade organization, AUTM, which used to stand for American University of Technology Managers. But then, the non-American started joining. So, now, AUTM just stands for AUTM. And they have publications, they have conferences and they welcome non-university participants.

Stephen Fleming: [00:43:31] So, if you decide to get serious about this, you know, go to an AUTM meeting or, you know, they have a regional, it’s not necessarily having to fly across the world to do it. You get a chance to meet a lot of people, hear about a lot of different models. Because it is a transactional business, it only survives if there are transactions. So, therefore, there are people who are motivated to make sure transactions happen. So, you’ll find that there’s many, many people anxious to work with you if this is something that makes sense for your business.

Mike Blake: [00:44:02] Well, that’s going to wrap it up for today’s program. I’d like to thank Stephen Fleming so much for joining us and sharing his expertise with us. We’ll be exploring a new topic each week. So, please tune in so that when you’re facing your next executive decision, you have clear vision when making it. If you enjoy these podcasts, please consider leaving a review with your favorite podcast aggregator. It helps people find us so that we can help them. Once again, this is Mike Blake. Our sponsor is Brady Ware & Company. And this has been the Decision Vision podcast.

Tagged With: intellectual property, Michael Blake, Mike Blake, Stephen Fleming, technology transfer office, University of Arizona

Frazier & Deeter’s Business Beat: John Hightower, Arch + Tower, an FD Company

March 18, 2020 by John Ray

Arch+Tower
Business Beat
Frazier & Deeter’s Business Beat: John Hightower, Arch + Tower, an FD Company
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Arch+Tower
Roger Lusby and John Hightower

Show Summary

John Hightower of Arch+Tower joined this edition of “Business Beat” to discuss the interplay of customer experience, employee experience, and operational excellence. Roger Lusby, CPA is the host of “Business Beat” and the series is presented by Alpharetta CPA firm Frazier & Deeter.

John Hightower, Arch + Tower

Arch+Tower
John Hightower, Arch+Tower

John Hightower is the CEO of Arch + Tower. Arch + Tower, an FD Company, helps their clients win in the Experience Economy. We are helping close the experience gaps for clients’ – Customers and Employees – delivered with Operational Excellence. They call it their CX/Ex/Ox Framework(tm).

They work with business leaders by creating solutions that help clients bridge gaps, stand up under the weight of growth, and build for the future, hence the name Arch + Tower.

Their team partners with clients to deploy proven methodologies and a comprehensive approach – technology, data, people, processes – to deliver excellence within an organization.

Arch + Tower has served companies like Chick-fil-A, ChenMed, Peak Campus, Sunstate Equipment, Thrive Farmers, and others planning to scale solutions across multiple locations.

Arch + Tower has joined the Frazier & Deeter family of companies. They are excited to be helping to improve customer and employee experiences as part of an award-winning accounting and advisory firm with offices across the US and the UK.

Visit www.archandtower.com to discover the ways their team can help you span gaps and see farther with your people and projects.

Frazier & Deeter

The Alpharetta office of Frazier & Deeter is home to a thriving CPA tax practice, a growing advisory practice and an Employee Benefit Plan Services group. CPAs and advisors in the Frazier & Deeter Alpharetta office serve clients across North Georgia and around the country with services such as personal tax planning, estate planning, business tax planning, business tax compliance, state and local tax planning, financial statement reviews, financial statement audits, employee benefit plan audits, internal audit outsourcing, cyber security, data privacy, SOX and other regulatory compliance, mergers and acquisitions and more. Alpharetta CPAs serve clients ranging from business owners and executives to large corporations.

Roger Lusby
Roger Lusby, Partner in Charge of Alpharetta office, Frazier & Deeter

Roger Lusby, host of Frazier & Deeter’s “Business Beat,” is an Alpharetta CPA and Alpharetta Office Managing Partner for Frazier & Deeter. He is also a member of the Tax Department in charge of coordinating tax and accounting services for our clientele. His responsibilities include a review of a variety of tax returns with an emphasis in the individual, estate, and corporate areas. Client assistance is also provided in the areas of financial planning, executive compensation and stock option planning, estate and succession planning, international planning (FBAR, SFOP), health care, real estate, manufacturing, technology and service companies.

You can find Frazier & Deeter on social media:

LinkedIn: https://www.linkedin.com/company/frazier-&-deeter-llc/
Facebook: https://www.facebook.com/FrazierDeeter
Twitter: https://twitter.com/frazierdeeter

An episode archive of Frazier & Deeter’s “Business Beat” can be found here.

Arch+Tower

Tagged With: customer experience, CX, Employee Engagement, employee experience, Frazier & Deeter's Business Beat, Frazier Deeter, Operational Excellence, Operations, Partner at Frazier & Deeter, Roger Lusby, Roger Lusby CPA

Resources for Business Owners in Uncertain Times – Kali Boatright, CEO of the Greater North Fulton Chamber of Commerce

March 18, 2020 by John Ray

Kali Boatright
North Fulton Business Radio
Resources for Business Owners in Uncertain Times – Kali Boatright, CEO of the Greater North Fulton Chamber of Commerce
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Kali Boatright, President and CEO of GNFCC

Resources for Business Owners in Uncertain Times – Kali Boatright, CEO of the Greater North Fulton Chamber of Commerce

Business owners are hurting due to the challenging environment created by the coronavirus pandemic. Kali Boatright, CEO of the Greater North Fulton Chamber of Commerce, joined the “GNFCC 400 Insider” to discuss what GNFCC has done to distill resources for business owners in uncertain times.

About GNFCC and “The GNFCC 400 Insider”

The “GNFCC 400 Insider” (formerly “North Atlanta’s Bizlink”) is presented by the Greater North Fulton Chamber of Commerce (GNFCC) and is hosted by Kali Boatright, President and CEO of GNFCC. The Greater North Fulton Chamber of Commerce is a private, non-profit, member-driven organization comprised of over 1400 business enterprises, civic organizations, educational institutions and individuals.  Their service area includes Alpharetta, Johns Creek, Milton, Mountain Park, Roswell and Sandy Springs. GNFCC is the leading voice on economic development, business growth and quality of life issues in North Fulton County.

The GNFCC promotes the interests of our members by assuming a leadership role in making North Fulton an excellent place to work, live, play and stay. They provide one voice for all local businesses to influence decision makers, recommend legislation, and protect the valuable resources that make North Fulton a popular place to live.

For more information on GNFCC and its North Fulton County service area, follow this link or call (770) 993-8806.

For the complete show archive of “The GNFCC 400 Insider,” go to GNFCC400Insider.com. “The GNFCC 400 Insider is produced by the North Fulton studio of Business RadioX®.

Tagged With: coronavirus, coronavirus effect on business, GNFCC, GNFCC 400 Insider, Greater North Fulton Chamber of Commerce, Kali Boatright, Novel Coronavirus, resources for business owners, The Greater North Fulton Chamber of Commerce, uncertain times

Charlie Brown, Loyal Trust Bank

March 16, 2020 by John Ray

Loyal Trust Bank
North Fulton Business Radio
Charlie Brown, Loyal Trust Bank
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Loyal Trust Bank
John Ray and Charlie Brown

North Fulton Business Radio, Episode 201:  Charlie Brown, Loyal Trust Bank

Charlie Brown, CEO of the recently opened Loyal Trust Bank, joins this edition of “North Fulton Business Radio.” Charlie discusses his bank’s mission and target customers, how technology helps a newly-formed bank like his serve clients better, and the impact he sees from the coronavirus. “North Fulton Business Radio” is hosted by John Ray and is broadcast from the North Fulton Business RadioX® studio inside Renasant Bank in Alpharetta.

Charlie Brown, Loyal Trust Bank

Loyal Trust Bank
Charlie Brown, Loyal Trust Bank

Charlie Brown is the President and CEO of Loyal Trust Bank. “Comfortable” and “easier” are words some customers are using to describe doing business with the bank due to its multi-cultural approach to banking.

This is also due in large part because the headquarters is local, opening November 15, 2019 after the Founding Directors discovered a need for just such a bank. This location for a headquarters means the policy and decision makers, including the board and executives are close to the customers or know them personally as well as active in the community. This availability and local focus allows leadership in the bank to consider the communities to financial needs and respond accordingly.

Secondly, Loyal Trust Bank is the only bank headquartered in Johns Creek, GA, the organization holds the distinction of being a truly multi-cultural community bank as evidenced by its board of directors and staffing. Again, this allows anyone from multiple cultures to do business with the bank and work with a banking professional that understands their language and culture. Specifically, the bank has a focus as a start on the Asian American community as well as the business community from all cultures.

Location:  11675 Medlock Bridge Rd., Johns Creek, GA 30097. You can learn more by visiting their website or by calling 678-783-8018.

Founding Directors include:

Rose Jarboe, Chairwoman, CEO of WePartner
Charlie Brown, CEO of Loyal Trust Bank
Bill Abernathy, owner of Abernathy Bank Consulting and former regional OCC Bank Examiner
Julin Gu, Founder and President of China US Technology Innovation Center, Johns Creek, Georgia
John Lewis Jr., Partner, Shook, Hardy & Bacon, LLP as well as former Private Bank of Buckhead Board Member
Edward Oh, Founder and CEO of Pac Tell Group dba US Fibers
James Park, CEO and owner of Sun’s Transfer Co., Inc.
Bo Shen, Founder and Managing Partner of Fenbushi Capital
Dr. Dong Wang, CEO/Neurologist, Georgia Neuro-diagnostic & Treatment Center

Loyal Trust BankCharlie Brown, CEO:

Charles Brown is the President & Chief Executive Officer of Loyal Trust Bank and has over 20 years of community bank chief executive officer experience in the position having built, bought and sold multiple banks over his career of 30 plus years in the industry. Mr. Brown most recently started Insignia Bank in 2006 (Sarasota, Florida) and served as its founding Chairman and Chief Executive Officer until its sale in 2017, where Mr. Brown was able to achieve record returns. He was honored to be appointed by Chairman Sheila Bair of the FDIC to be one of only 13 bankers to represent his region on the FDIC Community Bank Advisory Board in Washington, D.C. for a period of over five years while serving as President and Chief Executive Officer of Insignia Bank. Additionally, he served for over six years as one of two bankers to represent his state with the American Bankers Association in D.C. on its Community Bank Advisory Board.

Loyal Trust Bank

North Fulton Business Radio” is broadcast from the North Fulton studio of Business RadioX®, located inside Renasant Bank in Alpharetta. You can find the full archive of shows by following this link.

Renasant Bank has humble roots, starting in 1904 as a $100,000 bank in a Lee County, Mississippi, bakery. Since then, Renasant has grown to become one of the Southeast’s strongest financial institutions with over $13 billion in assets and more than 190 banking, lending, wealth management and financial services offices in Mississippi, Alabama, Tennessee, Georgia and Florida. All of Renasant’s success stems from each of their banker’s commitment to investing in their communities as a way of better understanding the people they serve. At Renasant Bank, they understand you because they work and live alongside you every day.

Tagged With: coronavirus, coronavirus effect, coronavirus effect on business, de novo bank, Loyal Trust Bank, multi-cultural bank, north fulton business, North Fulton Business Radio, Novel Coronavirus, startup bank

Alpharetta Tech Talk: Dale Sizemore, Tech Alpharetta

March 13, 2020 by John Ray

Dale Sizemore
Alpharetta Tech Talk
Alpharetta Tech Talk: Dale Sizemore, Tech Alpharetta
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Dale Sizemore
John Ray and Dale Sizemore

“Alpharetta Tech Talk,” Episode 13: Dale Sizemore

Dale Sizemore, technology entrepreneur, startup mentor and Director of Operations for Tech Alpharetta, joins us to discuss why the startup culture is different (and helpfully so) in Alpharetta, his mentorship of startups, and much more. The host of “Alpharetta Tech Talk” is John Ray and this series is broadcast from the North Fulton Business RadioX® studio inside Renasant Bank in Alpharetta.

Dale Sizemore, Tech Alpharetta

Dale Sizemore
Dale Sizemore

Dale Sizemore is a serial entrepreneur, mentor to tech startups and Director of Operations at Tech Alpharetta. He’s a fixture in the Alpharetta technology community and a “go to” resource for many numerous startups in the area. He also works closely with organizations that build and support technology startups.

Dale is a long-time Alpharetta resident.

You can email Dale here or can connect with him on LinkedIn.

 

Dale Sizemore

About “Alpharetta Tech Talk”

“Alpharetta Tech Talk” is the radio show/podcast home of the burgeoning technology sector in Alpharetta and the surrounding GA 400 and North Fulton area. We feature key technology players from a dynamic region of over 900 technology companies. “Alpharetta Tech Talk” comes to you from from the North Fulton studio of Business RadioX®, located inside Renasant Bank in Alpharetta.

Past episodes of “Alpharetta Tech Talk” can be found at alpharettatechtalk.com.

Renasant Bank has humble roots, starting in 1904 as a $100,000 bank in a Lee County, Mississippi, bakery. Since then, Renasant has grown to become one of the Southeast’s strongest financial institutions with approximately $12.9 billion in assets and more than 190 banking, lending, wealth management and financial services offices in Mississippi, Alabama, Tennessee, Georgia and Florida. All of Renasant’s success stems from each of their banker’s commitment to investing in their communities as a way of better understanding the people they serve. At Renasant Bank, they understand you.

 

Tagged With: Dale Sizemore, Tech Alpharetta, technology in Alpharetta, technology in North Fulton

ProfitSense with Bill McDermott, Episode 6: Dr. Brooke Jones, Fresh Start for the Mind, Matt Childs, Childs Company, and Kristen Fraser, Canton Counseling

March 12, 2020 by John Ray

Matt Childs
North Fulton Studio
ProfitSense with Bill McDermott, Episode 6: Dr. Brooke Jones, Fresh Start for the Mind, Matt Childs, Childs Company, and Kristen Fraser, Canton Counseling
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Matt Childs
Bill McDermott, Kristen Fraser, Dr. Brooke Jones, and Matt Childs

ProfitSense with Bill McDermott, Episode 6:  Dr. Brooke Jones, Fresh Start for the Mind, Matt Childs, Childs Company, and Kristen Fraser, Canton Counseling

On this edition of “ProfitSense with Bill McDermott,” host Bill McDermott welcomes three accomplished entrepreneurs to discuss the growth and development of their businesses:  Dr. Brooke Jones, Fresh Start for the Mind; Matt Childs, Childs Company; and Kristen Fraser, Canton Counseling. “ProfitSense with Bill McDermott” is broadcast from the North Fulton Studio of Business RadioX® in Alpharetta.

Dr. Brooke Jones, Fresh Start for the Mind

Dr. Brooke Jones

In 2013, Dr. Brooke Jones branched out on her own to open a mental health practice, Fresh Start for the Mind. She wanted a practice that incorporated the mind, body, and spirit. Her love for psychological evaluations became evident in the Alpharetta and surrounding communities. As referrals grew, so did Fresh Start.

Dr. Jones first hired an additional psychologist (to support the numerous evaluation referrals) and a counselor (to support an additional need for children, adults, couples, and families in the community). Then, Dr. Jones built administrative support, along with more providers that also offered psychiatric treatment, nutrition services, counseling, and coaching.

Her husband, Terry Jones, ended his I.T. career in 2015 to co-own with Dr. Jones, and has primarily focused on payroll and business operations.

In 2016, the company relocated to Suwanee/Johns Creek area and opened two additional locations in Stockbridge and Canton. As of 2020, Fresh Start is comprised of 30 staff (providers, administrative and supportive personnel).

You can find out more at their website or call Fresh Start at 404-808-1161.

Matt Childs, Childs Company

Matt Childs
Matt Childs

Childs Company is a boutique private wealth management firm . The firm leverages its 35+ years of business experience and financial expertise to provide comprehensive financial planning and investment strategies to business owners and affluent families.

The company’s founder, Matt Childs, is a former CFO and business owner who spent much of his career developing and executing on successful growth strategies and exit plans for private companies.

His experience as a business owner and operator put him in a unique position to offer holistic financial advice to business owners and executives.

To contact Matt, visit the Childs Company website, or call 770-738-0250.

Kristen Fraser, Canton Counseling

Kristen Fraser
Kristen Fraser

Canton Counseling is a comprehensive mental heath practice which offers our clients a compassionate and supportive, yet challenging environment in which to achieve their fullest potential. We work with children, adolescents, adults, couples and families and are committed to providing understanding, education, coping strategies, and support to help our clients find hope and healing for the challenges in their life.

Kristen Fraser is the the owner/director of the practice as well as a clinician. Prior to starting Canton Counseling, Kristen was a 5th grade teacher for three years and a middle school counselor for seven years. She established Canton Counseling in 2010 and is excited to celebrate Canton Counseling’s 10th Anniversary this June.

For more information, visit Canton Counseling at their website, or call 678-880-4645.

About Your Host, Bill McDermott

Bill McDermott

Bill McDermott is Founder and CEO of McDermott Financial Solutions. After over three decades working for both national and community banks, Bill uses his expert knowledge to assist closely held companies with improving profitability, growing their business and finding financing. Bill is passionate about educating business owners about pertinent topics in the banking and finance arena.

He currently serves as Treasurer for the Atlanta Executive Forum and has held previous positions as board member for the Kennesaw State University Entrepreneurship Center and Gwinnett Habitat for Humanity and Treasurer for CEO NetWeavers. Bill is a graduate of Wake Forest University and he and his wife, Martha have called Atlanta home for over 40 years. Outside of work, Bill enjoys golf, traveling and gardening.

Connect with Bill on LinkedIn and Twitter and follow McDermott Financial Solutions on LinkedIn. The complete show archive for ProfitSense with Bill McDermott” can be found at profitsenseradio.com.

Matt Childs

Tagged With: counseling, Dr. Brooke Jones, Fresh Start for the Mind, Kristen Fraser, Matt Childs, mental health counseling, mental health practice, ProfitSense, ProfitSense with Bill McDermott, wealth management

To Your Health With Dr. Jim Morrow: Episode 28, Coronavirus Update and Tinnitus

March 12, 2020 by John Ray

tinnitus
North Fulton Studio
To Your Health With Dr. Jim Morrow: Episode 28, Coronavirus Update and Tinnitus
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Dr. Jim Morrow

To Your Health With Dr. Jim Morrow: Episode 28:  Coronavirus Update and Tinnitus

On this edition of “To Your Health with Dr. Jim Morrow,” Dr. Morrow updates the current information on the coronavirus and also discusses tinnitus, its causes and symptoms, and treatment options for people living with “ringing in the ears.” “To Your Health” is brought to you by Morrow Family Medicine, which brings the CARE back to healthcare.

About Morrow Family Medicine and Dr. Jim Morrow

Morrow Family Medicine is an award-winning, state-of-the-art family practice with offices in Cumming and Milton, Georgia. The practice combines healthcare information technology with old-fashioned care to provide the type of care that many are in search of today. Two physicians, three physician assistants and two nurse practitioners are supported by a knowledgeable and friendly staff to make your visit to Morrow Family Medicine one that will remind you of the way healthcare should be.  At Morrow Family Medicine, we like to say we are “bringing the care back to healthcare!”  Morrow Family Medicine has been named the “Best of Forsyth” in Family Medicine in all five years of the award, is a three-time consecutive winner of the “Best of North Atlanta” by readers of Appen Media, and the 2019 winner of “Best of Life” in North Fulton County.

Dr. Jim Morrow, Morrow Family Medicine, and Host of “To Your Health With Dr. Jim Morrow”

Dr. Jim Morrow is the founder and CEO of Morrow Family Medicine. He has been a trailblazer and evangelist in the area of healthcare information technology, was named Physician IT Leader of the Year by HIMSS, a HIMSS Davies Award Winner, the Cumming-Forsyth Chamber of Commerce Steve Bloom Award Winner as Entrepreneur of the Year and he received a Phoenix Award as Community Leader of the Year from the Metro Atlanta Chamber of Commerce.  He is married to Peggie Morrow and together they founded the Forsyth BYOT Benefit, a charity in Forsyth County to support students in need of technology and devices. They have two Goldendoodles, a gaggle of grandchildren and enjoy life on and around Lake Lanier.

Facebook: https://www.facebook.com/MorrowFamMed/

LinkedIn: https://www.linkedin.com/company/7788088/admin/

Twitter: https://twitter.com/toyourhealthMD

The complete show archive of “To Your Health with Dr. Jim Morrow” addresses a wide range of health and wellness topics, and can be found at www.toyourhealthradio.com.

Dr. Morrow’s Show Notes

What is tinnitus?

  • Tinnitus is a problem that causes you to hear a noise in one ear or both ears.
    • People commonly think of it as ringing in the ear.
    • It also can be roaring, clicking, buzzing, or other sounds.
    • Some people who have tinnitus hear a more complex noise that changes over time.
    • You may hear the noise constantly, or it may come and go.
  • In most cases, people who have tinnitus hear noise in their head when no outside sound is there.
    • They are the only ones who can hear the sound.
      • This type of tinnitus is called “subjective tinnitus.”
      • It can happen because certain nerves are not functioning normally or because there is a problem with part of your ear.
    • In rare cases, tinnitus is caused by an actual sound that occurs inside or near the ear, such as from nearby blood vessels.
      • The sound can also be heard by the doctor examining you.
      • This type of tinnitus is called “objective tinnitus.”
    • Another type of tinnitus is”pulsatile tinnitus”
      • This is basically when you can hear your heartbeat in your ear.
      • It can be related to vascular disease
        • but more often than not, it is just you hearing your heartbeat in your ear.
      • The word tinnitus is of Latin origin, meaning “to ring or tinkle.”
        • Tinnitus has two different pronunciations, both of which are correct and interchangeable:
          • ti-NIGHT-us: typically used by patients and laypeople
          • TINN-a-tus: typically used by clinicians and researchers

 

The Journey of Sound to the Brain

  • This is how this magic happens:
    • Sound waves are captured by the out ear
    • They travel through the ear cana to the eardrum
    • The eardrum vibrates and causes three little bones to vibrate
      • The malleus, the incus and the stapes.
    • These cause vibration in the cochlea where the waves are converted into electrical energy and an impulse is sent down the auditory nerve to the brain.
    • The brain interprets the impulse as sound.

 

  • So… if a tree falls in the forest and no one is there to hear it, does it make a sound?

 

  • Included in our show notes will be a link to a YouTube video from NIH about this journey.

https://youtu.be/eQEaiZ2j9oc

 

Symptoms of tinnitus

  • The main symptom of tinnitus is hearing sounds in your ears.
    • The sound could be ringing.
    • It may also sound like blowing, roaring, clicking, buzzing, hissing, or humming.
    • The noises can be soft or loud.
    • They can be high pitched or low pitched.
    • You may hear them in only one ear or in both ears.

 

What causes tinnitus?

  • Tinnitus is not a disease itself.
    • It is a symptom of an underlying health problem.
    • The following are among the most common causes of tinnitus:
      • Exposure to loud noises,
        • which can lead to noise-induced hearing loss over time.
      • Hearing loss related to aging.
      • Certain medicines that can damage the inner workings of the ear.
        • For example, taking high doses of aspirin every day may lead to tinnitus.
      • Eustachian tube dysfunction.
        • This is the tube that leads from the middle ear to the back of the throat.
      • Infections of the inner ear, such as
        • otitis media or
        • labyrinthitis.
      • Meniere’s disease,
        • an inner-ear condition that involves hearing loss and dizziness.
  • Other causes:
    • Allergies,
    • high blood pressure,
    • low blood pressure,
    • diabetes,
    • tumors, and
    • head injuries can also cause tinnitus.
    • If you have a foreign object in your ear or a build-up of ear wax, you may also experience tinnitus.
  • In most cases, the cause of tinnitus cannot be identified.

How is tinnitus diagnosed?

  • Your doctor will probably take a detailed medical history.
    • He or she will want to know about any medical conditions you may have and any history of infections.
    • Your doctor also needs to know what medicines you are taking,
      • including herbal products or supplements.
    • He or she will check your ears.
    • They may give you a hearing test.
    • They may also order other tests to find out what is causing your tinnitus.
      • These could include
        • a head CT scan,
        • a head MRI scan, or
        • blood vessel studies.
        • Your doctor might refer you to an otolaryngologist.
          • This is a doctor that specializes in the ear, nose, and throat (also called an ENT doctor).

 

Can tinnitus be prevented or avoided?

  • To prevent tinnitus or keep it from getting worse,
    • avoid long-term exposure to loud noises and activities that put you at risk for hearing loss.
    • If you know you’re going to be around loud noises, take precautions by wearing earplugs or earmuffs.
    • If you listen to music through headphones, keep the volume low.

 

  • If you have tinnitus, avoid things that seem to make it worse.
    • These may include:
      • nicotine,
      • alcohol, or
      • cafffeine

 

Treatment

  • Treatment will depend on what is causing your tinnitus.
    • For example, if a medicine you are taking causes your tinnitus, your doctor may recommend you stop taking that medicine.
      • Remember, you should never stop taking a prescription medicine without talking to your doctor first.
    • If an underlying condition, such as high blood pressure, causes your tinnitus,
      • your doctor can create a treatment plan for you to follow.
      • Usually, tinnitus goes away once the condition that is causing it is treated.
    • When no specific cause can be identified,
      • your doctor will probably focus on making your tinnitus easier to tolerate.
      • Some possible methods include:
      • Hearing aids:
        • For people who have tinnitus and hearing loss, using a hearing aid may be helpful.
        • When you wear a hearing aid, things you need to hear will be louder than the ringing, buzzing, or clicking sound.
      • Sound generators (maskers):
        • Wearable sound generators can be placed behind your ear and create white noise (constant background noise) or other sounds.
        • This “masks” the tinnitus and makes it less noticeable.
        • Some people also use bedside sound generators to help them sleep.
      • Counseling:
        • Some people who have tinnitus become anxious or depressed.
        • If you have tinnitus and are struggling, seeking help through a counselor and/or a support group may help you cope.
        • Counseling can also be used to teach you how to take the focus off your tinnitus.
      • Tinnitus retraining therapy:
        • This method uses a mix of counseling with maskers or other approaches.
        • The goal is to teach your brain to ignore the sounds you hear.
        • This isn’t a quick fix, but many people find it useful with time and practice.
      • Relaxing:
        • Stress can make tinnitus worse.
        • Your doctor can suggest relaxation techniques that might help you deal with your stress.
      • Medicines:
        • Currently, there are no medicines specifically designed for treating tinnitus.
        • Some medicines, such as certain ones used to treat anxiety, have been shown to relieve tinnitus for some people.
        • Talk to your doctor about whether medicine might relieve your symptoms.

 

Living with tinnitus

  • For many people with tinnitus, the condition is just a mild distraction.
    • But for some, tinnitus causes distress and negatively affect their quality of life.
    • It can cause
      • anxiety,
      • depression,
      • sleep disturbances, and
      • poor concentration.
    • To lessen the impact of tinnitus on your life, try the following:
      • Avoid loud noises and sounds.
      • Control your blood pressure.
      • Exercise regularly for good circulation.
      • Get plenty of sleep and avoid fatigue.
      • Take the focus off your tinnitus.
        • Use techniques such as sound generators and counseling to push it to the background.
        • Remember that the more you think about tinnitus, the more bothersome it will become.

 

Tagged With: coronavirus, Dr. Jim Morrow, hearing loss, Morrow Family Medicine, Novel Coronavirus, ringing in the ears, tinnitus, To Your Health, To Your Health With Dr. Jim Morrow

Decision Vision Episode 55: Should I Change My Customer Profile? – An Interview with Andy Goldstrom, Midcourse Advisors

March 12, 2020 by John Ray

should I change my customer profile
Decision Vision
Decision Vision Episode 55: Should I Change My Customer Profile? – An Interview with Andy Goldstrom, Midcourse Advisors
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Mike Blake and Andy Goldstrom

Decision Vision Episode 55:  Should I Change My Customer Profile? – An Interview with Andy Goldstrom, Midcourse Advisors

Why is developing a customer profile so important? How should I develop a customer profile? Andy Goldstrom, Midcourse Advisors, answers these questions and much more when he joins host Mike Blake on this edition of “Decision Vision,” presented by Brady Ware & Company.

Andy Goldstrom, Midcourse Advisors

should I change my customer profile
Andy Goldstrom

As Managing Partner at Midcourse Advisors, Andy Goldstrom and his team grow companies profitably and do it fast. Andy is an expert with B2B companies and is a sought-after business partner and speaker.

Early in his career, Andy started and built a division of a real estate brokerage company that generated 30%+ margins and grew from 1 to over 500 employees. After that, he took over an existing national recycling company and grew the top line from $70M to $100M and profit from $10M to $17M in 3 years. Both businesses were both designated as Inc. 500 companies, the fastest growing privately help companies nationwide, and subsequently sold to Fortune 500 companies at high multiples. Most recently, he served as Global  Director at a major investment bank, where he grew service capabilities over in 70 countries while saving $12M annually.

In each case, Andy led sales teams that competed efficiently and effectively to win an extraordinary amount of business. In addition, he reduced cycle times and increased the frequency of incoming sustainable business, creating incremental value that was monetized when the companies were sold.

He started Midcourse Advisors as a way to give back to the B2B services community and now offers his knowledge and experience to organizations looking for ways to grow and improve.

For more information, go to the Midcourse Advisors website.

Michael Blake, Brady Ware & Company

Mike Blake, Host of “Decision Vision”

Michael Blake is Host of the “Decision Vision” podcast series and a Director of Brady Ware & Company. Mike specializes in the valuation of intellectual property-driven firms, such as software firms, aerospace firms and professional services firms, most frequently in the capacity as a transaction advisor, helping clients obtain great outcomes from complex transaction opportunities. He is also a specialist in the appraisal of intellectual properties as stand-alone assets, such as software, trade secrets, and patents.

Mike has been a full-time business appraiser for 13 years with public accounting firms, boutique business appraisal firms, and an owner of his own firm. Prior to that, he spent 8 years in venture capital and investment banking, including transactions in the U.S., Israel, Russia, Ukraine, and Belarus.

Brady Ware & Company

Brady Ware & Company is a regional full-service accounting and advisory firm which helps businesses and entrepreneurs make visions a reality. Brady Ware services clients nationally from its offices in Alpharetta, GA; Columbus and Dayton, OH; and Richmond, IN. The firm is growth minded, committed to the regions in which they operate, and most importantly, they make significant investments in their people and service offerings to meet the changing financial needs of those they are privileged to serve. The firm is dedicated to providing results that make a difference for its clients.

Decision Vision Podcast Series

should i change my customer profile“Decision Vision” is a podcast covering topics and issues facing small business owners and connecting them with solutions from leading experts. This series is presented by Brady Ware & Company. If you are a decision maker for a small business, we’d love to hear from you. Contact us at decisionvision@bradyware.com and make sure to listen to every Thursday to the “Decision Vision” podcast. Past episodes of “Decision Vision” can be found here. “Decision Vision” is produced and broadcast by the North Fulton studio of Business RadioX®.

Visit Brady Ware & Company on social media:

LinkedIn:  https://www.linkedin.com/company/brady-ware/

Facebook: https://www.facebook.com/bradywareCPAs/

Twitter: https://twitter.com/BradyWare

Instagram: https://www.instagram.com/bradywarecompany/

Show Transcript

Intro: [00:00:01] Welcome to Decision Vision, a podcast series focusing on critical business decisions brought to you by Brady Ware & Company. Brady Ware is a regional, full-service accounting and advisory firm that helps businesses and entrepreneurs make visions a reality.

Mike Blake: [00:00:20] Welcome to Decision Vision, a podcast giving you, the listener, clear vision to make great decisions. In each episode, we discuss the process of decision making on a different topic from the business owners’ or executives’ perspective. We aren’t necessarily telling you what to do, but we can put you in a position to make an informed decision on your own and understand when you might need help along the way.

Mike Blake: [00:00:39] My name is Mike Blake and I’m your host for today’s program. I’m a Director at Brady Ware & Company, a full-service accounting firm based in Dayton, Ohio, with offices in Dayton; Columbus, Ohio; Richmond, Indiana; and Alpharetta, Georgia, which is where we are recording today. Brady Ware is sponsoring this podcast? If you like this podcast, please subscribe on your favorite podcast aggregator and please consider leaving a review of the podcast as well.

Mike Blake: [00:01:04] So, today, we’re going to talk about whether you should change your customer profile. And I’m excited about this topic. I mentioned this topic for a number of reasons. Number one, as it happens, it’s very timely. I just came back from a strategy meeting at our global headquarters in Dayton, Ohio, where the valuation practice of Brady Ware got together and we decided, in effect, our strategy for the next five years.

Mike Blake: [00:01:36] And in the nine hours that we had that meeting, about eight of them talked about defining what our customer profile is going to be going forward. And I think that’s so critical because unless you figure out what your customer profile as all the other things that you want to talk about in terms of marketing and staffing, investment, and other strategy, none of those are going to be right unless you understand what your customer profile is going to be.

Mike Blake: [00:02:06] It’s that central, it’s that foundational to your business strategy. And therefore, you know, we decided that if that’s all we accomplish in that particular day, then that was going to be a win for us. And I’m not leading up to a big announcement or anything like that. But, you know, we will probably, in about four to six weeks, as we flesh out the strategy. But the strategy part is not time well-spent unless you’ve identified that customer.

Mike Blake: [00:02:39] The other neat part about going out to Dayton was I discovered something that I did not know because I do not pay attention to college basketball that much, now that Georgetown has somehow managed to be irrelevant in college basketball. But the Dayton Flyers, I don’t know if I ever realized it, Dayton Flyers are ranked number six or seven in the country. I have no idea. So, anyway, good for Dayton out there. And by the way, what a cool name, the Flyers.

Mike Blake: [00:03:04] Of course, with the Flyers because that’s where the Wright brothers originated, even though they did their flight in North Carolina. So, a shout out to the Dayton Flyers. We’ll be rooting for them when the tournament shows up. But, you know, the customer profile is so foundational. And, you know, when companies—every company, I don’t think there’s a company in the world that is satisfied with selling. Every company believes that it can sell better than it’s currently doing.

Mike Blake: [00:03:31] I think most companies look at revenue and sales and says, you know, look, when I wake up in the morning, that’s one of the things that I worry about. It’s one of things that I worry about going to bed the night before, too, is sales. And if you don’t have that customer profile right, everything else just doesn’t matter. And that requires, quite frankly, deep thought and requires some understanding of what that customer is going to be because you’re literally going to build everything around that.

Mike Blake: [00:04:01] And in spite of having a big powwow about this, I’m not the expert on that. But instead, we’ve brought in somebody who is an expert on this. And that’s my friend, Andy Goldstrom, who is managing partner of Midcourse Advisors. Midcourse Advisors are business strategists and growth experts for small and medium-sized service businesses. They help leaders focus on the right pursuits and execute effectively using proprietary tools and methodologies that enable them to scale their businesses and grow rapidly.

Mike Blake: [00:04:29] As managing partner of Midcourse Advisors, Andy and his team grow companies profitably and do it fast. Andy’s an expert with business-to-business companies and is a sought-after business partner and speaker. Early in his career, Andy started and built a division of a real estate brokerage company that generated over 30% margins and grew to over 500 employees from one. After that, he took over an existing national recycling company, grew the top line from $70 million to $100 million in revenue and profit from $10 to $17 million in three years.

Mike Blake: [00:05:02] Both businesses were designated as Inc. 500 companies, the fastest growing privately-held companies nationwide and subsequently sold to Fortune 500 companies at high multiples. Most recently, he served as global director at a major investment bank, where he grew service capabilities in over 70 countries while saving $12 million, annually. He started Midcourse Advisors as a way to give back to the business community and now offers his knowledge and experience to organizations looking for ways to grow and improve. Andy, thanks for coming on the program.

Andy Goldstrom: [00:05:33] Thanks so much for having me. And good to see you after we met several years back and have been in touch.

Mike Blake: [00:05:39] Yeah.

Andy Goldstrom: [00:05:39] I appreciate being on your show.

Mike Blake: [00:05:42] So, before we get started, have you just published a book or is a book about to come out?

Andy Goldstrom: [00:05:48] I have a book coming out. I’m just working on the right promotion.

Mike Blake: [00:05:53] Okay.

Andy Goldstrom: [00:05:53] I got all the content in place, but it’s got all the basics about how to grow your business lessons from an Inc. 500 person, an executive. And it has some things about customer profile in it that can be used, tools and methodologies and anecdotes and case studies and all the rest.

Mike Blake: [00:06:14] And when do you think that book will come out?

Andy Goldstrom: [00:06:16] Probably in the next 60 days.

Mike Blake: [00:06:18] Okay.

Andy Goldstrom: [00:06:18] And when we reference my website, you can see a link for it.

Mike Blake: [00:06:22] And do you know what is the title of the book? Do we know that yet?

Andy Goldstrom: [00:06:25] We’re trying to finalize that.

Mike Blake: [00:06:28] Okay.

Andy Goldstrom: [00:06:29] Yeah. Right now, it’s called the Ten Deadly Sins of Growing Your Business.

Mike Blake: [00:06:35] Oh, nice.

Andy Goldstrom: [00:06:36] Yeah. So, I’ve got 10 themes. The only thing I’m trying to struggle with and I’m getting feedback from experts is that if you Google that, you get a lot of other junk.

Mike Blake: [00:06:47] Okay. I guess that makes sense.

Andy Goldstrom: [00:06:49] Right? So, I just want it to be poignant and on point. Title is an important thing.

Mike Blake: [00:06:54] Okay.

Andy Goldstrom: [00:06:54] So-

Mike Blake: [00:06:55] Well, good luck with that.

Andy Goldstrom: [00:06:56] Thanks.

Mike Blake: [00:06:56] And make sure we know about when the book is launched, so we can publicize it.

Andy Goldstrom: [00:07:00] I will. Absolutely.

Mike Blake: [00:07:03] So, you mentioned in your book, in fact, you deliberately discuss or separately discuss customer profiles. So, let’s get the vocabulary right. What is a customer profile? Is it the same thing as what people call a customer avatar?

Andy Goldstrom: [00:07:16] Sure. The first thing I just want to do is step back. When you talk about customer profile and when you had your meetings in Dayton, you had gotten to a specific point, knowing that you were serving the customer in certain markets and you knew you were doing accounting work and valuation work and other work. So, there’s a bigger picture than just the customer profile to successfully grow a business, but the customer profile is foundational.

Andy Goldstrom: [00:07:40] So, you need to know your industry and your target market and your customer segment before you even get to your customer profile. But when you get to that point, it’s really a representation of your ideal customer and it’s defined. It’s something that allows you to target, given that you have limited resources. And the thing that happens is most companies don’t do a really good job and it inhibits them from reaching their goals, which is a credit to you and your company in terms of how much time you’re spending on the, trying to get right.

Mike Blake: [00:08:16] Well, you know, we hope we got it right. Now, we got to execute.

Andy Goldstrom: [00:08:19] Yeah.

Mike Blake: [00:08:19] So, it all looks great on the whiteboard. We’ll see how it turns out in practice, but-

Andy Goldstrom: [00:08:23] And you mentioned the avatar.

Mike Blake: [00:08:25] Yeah.

Andy Goldstrom: [00:08:26] So, an Avatar is kind of a physical representation of it. I teach at Georgia State in addition to doing my consulting and we call it a persona. And it’s a physical representation with a name to it, so you can kind of feel it and look at it. So, for instance, as an example, just if someone’s a really avid tennis player and you know that they’re going to buy premium products because they love tennis so much and they want to differentiate their game and have every advantage possible, that avatar might be Peter, the professional tennis player or something like that. So, you actually can have a physical look as an avatar in terms of what that target customer could be or what that customer profile would look like. And then, obviously, there are a lot of different characteristics associated with that person.

Mike Blake: [00:09:17] It’s interesting. I never thought of it from a physical manifestation perspective, but that makes sense. And I know you specialize in service businesses. Do you go through that process with service businesses, too? Can you do that with professional services in terms of building a customer avatar like that?

Andy Goldstrom: [00:09:33] Absolutely. So, I’ll give you an example. I worked with a company that was a generalist type of company and they weren’t growing as fast as they want. They happened to be in the real estate services space, which is one of the things I focus on. I work with companies outside of that, but I’m focused on my customer profile. And they had expertise and background and hung out in technology areas, like where you sometimes spend your time, Michael.

Andy Goldstrom: [00:10:05] And so, we said you have to create an avatar or a customer profile based upon what that technology company leader looks like and what he looks for and what he cares about. And so, we developed a profile on that and it was Tom, the technologist. And literally, it was an opportunity to understand how they need flexibility in what they’re doing, how they care about vision, how they want to be able to grow their business quickly and how they care about all the technological aspects in the wiz bank things. And so, that kind of profile and being able to address their needs specifically knowing what they’re like compared to a corporate executive is very important.

Mike Blake: [00:10:55] So, you obviously agree, we think a customer profile is important or critical, but can a business theoretically be successful without one? Is that what we would think of as a mass market? For example, does Procter and Gamble have a customer avatar for Tide? Do they make Tide? I think they do.

Andy Goldstrom: [00:11:17] I think that’s right.

Mike Blake: [00:11:18] So, for some of us, that’s truly mass market. You know, do they have a customer profile, do you think or do they just make a product they think is really good, position it and distribute it in a certain way and sort of off they go? What do you think that looks like?

Andy Goldstrom: [00:11:33] No, they definitely have an avatar and it might be broader. But when they first started making Tide, it wasn’t as mass market or broad as it is. So, when you get a certain appeal, you can expand it. The example I use is McDonald’s. McDonald’s actually has brand ambassadors to focus on specific customer profiles for their specific type of food that they sell. So, they actually have somebody who just focuses on salads, you know, and people who just focus on burgers and literally, the customer segment that would be more in line with that.

Mike Blake: [00:12:15] You know, that’s interesting. I’d like to drill down on that for a second because I would not have guessed that, but I guess that perhaps makes sense because when McDonald’s—I find McDonald’s fascinating. I worked there as a kid. I used to think the way they produce things is just so cool.

Andy Goldstrom: [00:12:30] The whole story about, you know, the mass customization and the way that-

Mike Blake: [00:12:35] Yeah, it really is fascinating. But anyway, when they first introduced salads, that did not go well for them initially, right? Because it’s very confusing to the market, right? Because I think they didn’t have a customer avatar for that. And it sounds like what you think they discovered is maybe they have multiple customer profiles.

Andy Goldstrom: [00:12:58] They do. But they started from a foundational element and a base. And if you’re a new company, you really can’t afford to spread yourself too thin.

Mike Blake: [00:13:06] Right.

Andy Goldstrom: [00:13:06] And if you’re an existing company that’s starting something new, it’s just as important.

Mike Blake: [00:13:12] So, what are the pieces or components of a customer profile?

Andy Goldstrom: [00:13:18] Sure. There are several pieces. The key thing, what’s really important is it needs to be data-driven. So, it’s not something where you talk to your friend or you see something on TV or you just have something in your gut that tells you this is what my customer could look like. You really have to do the research to understand it, to inform your decisions. And, you know, Michael, when you post on LinkedIn, you have all these data charts and data, and I think you do it because it’s interesting, but you also do it because it can inform—you know, it’s sparks curiosity, but also informs how people make decisions.

Mike Blake: [00:14:01] And it also is indicative of my ideal customer profile.

Andy Goldstrom: [00:14:04] That’s right.

Mike Blake: [00:14:05] Right? If you like to guess, you’ll need to pay me to guess.

Andy Goldstrom: [00:14:09] Right.

Mike Blake: [00:14:09] It’s like when, you know, I tell my son, “Go tell your mother something”, right? And then, he just screams at the bottom of the staircase, like I could have done that. I wanted to go up the stairs and do that. The same thing, you don’t need to pay me to guess, right? But I’m trying to build a brand that suggests that we’re data-driven.

Andy Goldstrom: [00:14:27] That’s right.

Mike Blake: [00:14:27] I’m glad you picked up on that. I might be doing something right.

Andy Goldstrom: [00:14:30] Right. Absolutely. So, let me answer your question. Common elements are demographics. So, if it’s a B2C, it tends to be income, gender, marital status, things like that. For B2B, it’s the size of the opportunity, the industry and the location. You have to focus on customer needs. And it’s interesting. Customer needs are both perceived in latent needs. And it’s really interesting. A latent need is so important in terms of getting somebody to buy. And a perceived need is something that a customer knows, a latent need, they might not know or might not be out in front, but it’s something that drives their purchasing behavior.

Andy Goldstrom: [00:15:11] And the example I’d like to give best is just a phone, like the iPhone, you know, the perceived need is it’s a communication tool, right? It’s a way I can look up things on the internet, call my friends, text whatever. But it’s actually a security blanket for people. That’s their latent need. They feel a sense of connection and they need it. And when they don’t have it, it’s a problem. So, when people buy, you have to understand both the perceived and the latent needs when you’re looking at your customer profile.

Mike Blake: [00:15:43] Steve Jobs is so good at that, by the way. I mean, he was the Mozart of understanding that latent need, wasn’t he?

Andy Goldstrom: [00:15:50] He created a market, which is hard to do. He created several markets.

Mike Blake: [00:15:54] More than once.

Andy Goldstrom: [00:15:54] Yes, he created several markets. And so, yeah, he was the master at that for sure. Other elements are attitude. So, it’s the values and beliefs of the customer profile or the customer. Behaviors, which are use cases, meaning how they will consume the product or service and then, their purchase preferences, like what information? Do they need to understand what they’re buying? What channels are they going to find in order to be able to purchase it via online or store or in-office or somewhere else and how frequently they may purchase. So, if you understand all of those things in a data-driven way, you can actually put on a whiteboard, you know, with the customer in the center, all the different elements that influence their buying behavior and understand what your customer looks like.

Mike Blake: [00:16:48] Now, when you say data, that can scare some people. And it doesn’t even have that much to do about understanding how to do basic math, but data can also be very expensive, right? Some of the things you’re talking about on the surface sound like you’ve got to hire a marketing research firm to do surveys and focus groups and all those things can be very expensive. Is that true? Do you have to go that way or are there ways you can get data that is at least sufficient, where you’re not making multi-thousand-dollar investments in specialized studies?

Andy Goldstrom: [00:17:26] Sure. It depends on the scale and the size of the product or service that’s being implemented. There are a lot of resources that are available that don’t cost any money that are just on the net. PricewaterhouseCoopers has information. You look for companies that have traded and see what the profile of that competition looks like. There’s a lot of opportunity to find things on the net. At Georgia State where I teach, they’ve got a myriad of resources. You can find it through the SBA. There are a lot of different ways to do it.

Andy Goldstrom: [00:18:03] There certainly are paid resources where you can hire, you know, a professional firm that collects that information and does that all day and night and is an expert in that. And if you have the resources to do it, that might not be a bad thing. But ultimately, the data is not just looking up facts and figures. It’s actually engaging with prospective customers to get feedback on what their beliefs are and why they would buy something and what their feedback is. And there’s a term called ethnography. You ever heard of that term?

Mike Blake: [00:18:39] I have.

Andy Goldstrom: [00:18:40] There you go. Well, ethnography is direct observation and interviewing of potential customers, suppliers and partners, right? And if you are trying to get data or feedback from potential customers and you’re doing it on the phone or you’re doing it via email, you’re not going to get—the quality of the feedback you’re getting and the context of the feedback you’re getting isn’t going to be as good.

Andy Goldstrom: [00:19:09] And I can assure you that whether it is Procter and Gamble or McDonald’s or, you know, some of the other small to medium companies that I typically consult with or the students in my class, they get in front of their ideal client to be able to actually understand that feedback. And they draw on some other sources of information in order to understand the income brackets and things of that nature in order to do it. And they typically say you need 10 to 12 quality interviews or discovery sessions in order to develop a pattern or have enough of a sense. And certainly, you know, some companies go well beyond that.

Mike Blake: [00:19:55] Interesting. So, what you’re talking about resonates with a couple of things. One, Atlanta has an interesting technology market. You know, we’re not Silicon Valley, but we’re very deep in a few areas, right? And the venture market, in my view, has improved tremendously over the last 10 years or so. But one of the practices that is very much involved here, I think, more so than other places is something called customer discovery, where investors want entrepreneurs to have gone out and talked to lots of potential customers. In fact, in the Georgia Tech and Emory entrepreneurship programs, you cannot graduate without having actually gone out and talked to potential customers, even for a hypothetical venture. They make you develop that skill.

Andy Goldstrom: [00:20:49] I do that with my students, too.

Mike Blake: [00:20:50] You do, too.

Andy Goldstrom: [00:20:51] Absolutely.

Mike Blake: [00:20:51] Okay. And what a valuable skill and valuable asset that is. And it’s interesting that that intersects with a recent experience of mine. In preparation for the strategy meeting that I described, I read twice Michael Porter’s book on competitive strategy. And Appendix B, I think, of that book is entirely dedicated to the practice of interviewing customers and developing customer profiles, which I did not expect. I didn’t think it would be that granular.

Andy Goldstrom: [00:21:24] It is. And the way you ask the questions is really important. As an example, you want them to be open ended and not be yes or no answers.

Mike Blake: [00:21:34] And I think it might have actually been the most useful part of the book I read. I’m so glad because normally, I’m so happy I got to the end of a book that I skipped the appendices. For whatever reason, I didn’t this time. And I’m really glad because that is so chock-full—because conducting a customer interview is not walk into an office and just start asking questions.

Andy Goldstrom: [00:21:58] Appendices are where you get most of your charts, right, Michael?

Mike Blake: [00:22:02] They are.

Andy Goldstrom: [00:22:03] There you go.

Mike Blake: [00:22:03] They are, yeah. Especially in academic papers, for sure. So, what are some signs that maybe you have a customer profile that’s not working?

Andy Goldstrom: [00:22:21] The signs that it’s not working is you’re not getting traction.

Mike Blake: [00:22:25] Okay.

Andy Goldstrom: [00:22:25] Right? So, if you have initial traction with innovative customers who can validate, you can solve their problem, then you know you probably have the right customer profile. And a lot of people don’t because they’re not data-driven or they’re too broad in their customer profile that they’re focused on. And so, you know, results speak. And there’s actually something called the law of diffusion of innovation. Long, interesting, impressive set of words that I believe in, but I haven’t put together, that kind of tells you where your tipping point is relating to having that kind of traction. And it’s why people accept new ideas.

Mike Blake: [00:23:09] I love that. So, like calculus in it.

Andy Goldstrom: [00:23:12] It does. It does.

Mike Blake: [00:23:12] When you work it through. So, you’re talking dirty to me now. But I think where I want to get to is I think executives and entrepreneurs sometimes fall into the trap of thinking that they’re failing to get traction not because they have the wrong customer profile, but because they are not executing approaching that customer profile well or correctly or maybe they don’t have enough resources, right?

Mike Blake: [00:23:42] So, theoretically, maybe you do have exactly the right customer profile, but the thought process goes, “You know, we know who our customer is, but we just don’t have the right salespeople. The salespeople aren’t doing their job. Marketing is not doing their job. We don’t have enough money to get in front of those customers”, et cetera. You’ve heard all these things before, right? And this is a hard question, but that’s what we’re about on this podcast. The hard question is how do you know if your failure to gain traction is in fact the result of poor execution versus having the poor, the incorrect foundational customer profile?

Andy Goldstrom: [00:24:21] You’re right. It is an excellent and complex question. And it could be something else, right? Your sales team might not be executing well. Even though you have the right customer profile or avatar, you might not be executing once you get the sale, which impacts your reputation and ability to sell. So, there are a lot of different aspects to it. And all you have to do is be able to measure with certain KPIs about each stage of that process to get the appropriate feedback.

Andy Goldstrom: [00:24:59] And certainly, if you’re not getting any inbound interest, if you’re not getting good feedback on what your product or service could be, if there’s not a problem that you’re solving, you’re not going to pass go. You’re not even going to get started. And then, there’s the question that you have to measure, is, okay, a sales cycle is a multi-stage process, right? You have to have marketing and good salespeople and a good value proposition and good references. And they all have to work together. But if you don’t have the right target, none of it matters.

Mike Blake: [00:25:30] And the main part of it goes back to what we just talked about a few minutes ago, which is maybe you just ask the question, “Why did I think I had the right customer profile? Did I do the work that you just talked about in terms of actually going out and talking to 10, 15 customers? And did I do so in kind of a rigorous way?” You revisit how you got to the customer profile.

Andy Goldstrom: [00:25:55] The first Inc. 500 company I was with, I joined in 1995 and we grew really quickly in a period of time and became an Inc. 500 company in 2001. And we didn’t have all these tools, a business model, canvasses and customer profiles and avatars and things like that. We just had good common sense to be able to see a need in the marketplace that we could solve, there were changes going on in the marketplace. Getting some customers who were lead innovative end users who were willing to give us feedback and also pay us for the service even though it wasn’t fully fleshed out yet.

Andy Goldstrom: [00:26:46] And so, in essence, we were doing those things in a less structured way. And it provided validation along the way. Now, there are amazing tools and methodologies that are used in corporations by consultants who understand this stuff. It’s taught in schools. And if you use it right and do the right due diligence, you’re reducing your risk. And being an entrepreneur or being somebody who’s an intrapreneur in a bigger company, who’s trying to target a new business, what you’re trying to do is you’re trying to peel the onion back and reduce the risk in each stage.

Andy Goldstrom: [00:27:26] And so, if your customer profile is right and you were talking about discovery that investors in Atlanta are looking for, if you’ve done that discovery correctly, you’re reducing the risk and you go on to the next stage in terms of—and if you’re looking for investment along the way, like beyond friends and family to angels and series A and series B, you have to have reached certain milestones in terms of revenue, customers, discovery that you’ve done in order to get to those platforms.

Andy Goldstrom: [00:27:58] And then, the best companies are ones that actually start with a narrow solution to a problem via a product or service and then, they build on it modularly. So, an example is like Salesforce. Salesforce started out with like a free type of app or free system, where you could manage certain aspects of your CRM, but then, they have higher level premium services that you can choose based upon the number of users or the sophistication that you want. But it’s built on the same chassis, just like an Infiniti is, you know, built on a Nissan chassis.

Mike Blake: [00:28:42] Now, let’s move up from the startup into maybe a more mature company. At some point, presumably somehow, whether they do it analytically or reluctant with, they had a customer profile match and a successful identification, can a customer profile change? Is it possible that, you know, once a company reaches a more mature stage, they see sales growth drop off or maybe even retrench? Is it something that executives need to look out for, as maybe your customer profile can change over time?

Andy Goldstrom: [00:29:18] It can almost change overnight. So, you really have to stay with the times. And the reason things change overnight is innovation, communication channels, time and social systems have all been compressed. And the communication channels have been compressed because of the internet. The social systems have been compressed because of social media. And time has been compressed because of technology. So, what happens is trends change and preferences change and you need to keep up with that. Some of the big trends are relating to demographics, millennials and baby boomers on both sides of the spectrum in terms of their needs and in the size of that demographic.

Andy Goldstrom: [00:30:08] Technology and regulation are all changing. So, an example of a trend that, you know, could change very quickly or has changed is people weren’t as concerned about their health. You know, they cared about their health, but they weren’t as concerned. And, you know, there’s a big push and it’s not so new anymore. But all of a sudden, things change when people really cared about organic and pure products and, you know, there are a lot of vegetarians and vegans. And I think, you know, Amazon purchased Whole Foods for a variety of reasons, including distribution. But one of the reasons was to reach that audience, which is growing.

Mike Blake: [00:30:49] You know, one of those areas where I’m seeing it, we’re recording on Valentine’s Day today, although this will be published probably closer to St. Patrick’s Day.

Andy Goldstrom: [00:30:57] Happy Valentine’s.

Mike Blake: [00:30:58] Happy Valentine’s Day and happy St. Patrick’s Day coming up and whatever else is coming up. But you know, one of the things I sort of had to do in order to purchase for my wife is she’s big into the fair-trade chocolate now, which is harder to get, right? Organic chocolates, not hard to get now. But then, you got to make sure that it’s fair trade, which is an up and coming trend.

Andy Goldstrom: [00:31:23] Sure.

Mike Blake: [00:31:24] I’m not sure that’s overnight, but these customer profile things, I think, change the way a lot of things do. The change is very subtle for a long period of time. And then, it seems to sort of change overnight. Organic food was definitely like that. You know, this meat alternative, Beyond Meat and so forth, I think, looks like that. And fair trade may be the next thing which will delight me because I spent more time looking for fair trade chocolate than I think the whole of my Christmas shopping this year. So, it can’t happen fast enough.

Andy Goldstrom: [00:31:56] Did you find it?

Mike Blake: [00:31:57] I did eventually. Yes.

Andy Goldstrom: [00:31:58] Okay.

Mike Blake: [00:31:58] I did. And in a nick of time because my wife is actually on—she and my children left on vacation today. So, I had to come through it last night and I did. It was a buzzer beater.

Andy Goldstrom: [00:32:08] Good for you.

Mike Blake: [00:32:11] We touched on this a little bit, but I want to come back to it because I think it’s important to hit. Companies can evolve into multiple customer profiles, too, right? It may not be that your customer profile is wrong, but you may need to add to it, correct?

Andy Goldstrom: [00:32:26] You do, but there’s a method that you need to evolve in order to do that.

Mike Blake: [00:32:33] Okay.

Andy Goldstrom: [00:32:34] And again, whether you’re in a startup or whether you’re an established firm, you don’t just all of a sudden cater to try to cater to everybody. And so, what you usually try and do and what we teach and what I work on with my clients is getting a beachhead strategy. So, it’s what’s a use case for a particular customer that you can focus on in that first year? Use the law of the diffusion of innovation, where you can actually get some market share and prove up and get some cash in the door.

Andy Goldstrom: [00:33:10] And then, you can grow from there to other use cases to other types of customers with other different profiles. And that could work. In the chocolate case, for instance, there are some people who eat chocolate because it’s a snack. There are some people who eat it because it’s healthy for them. They have these, you know, health bars now Clif Bars and other things. And some people want to give it as a gift, right? And then, there are different customer types along those lines depending upon their age bracket.

Andy Goldstrom: [00:33:42] So, you can’t be everything to everybody out of the gate, but if you focus on one of those uses and one of those age brackets to get started, to get traction, then you can leverage and go from there. And that’s the best way to do it. There’s a client I have in town that is a technology company that does app development and they do training. So, they’ll train people how to be app developers or to have the newest, latest and greatest to do it. And they also develop apps. They were trying to go out to both customers and the message got mixed and diluted.

Andy Goldstrom: [00:34:24] And so, they didn’t know, their customer base didn’t know what they really were and this company itself didn’t know where to really put its resources into because they thought that the growth area was the one that was the low-margin business, which isn’t necessarily a good play. But they thought that that was where they wanted to put their emphasis and they really had to pick and choose one. And when they did, which was, “We’re an app developer”, their business took off.

Mike Blake: [00:34:55] Now, when a customer profile changes, it can be an existential threat to the company if it comes as a surprise to you and you don’t act upon it, right? I mean, you know, Microsoft was putting a lot of trouble because, you know, Steve Ballmer just blew it on mobile. And it caused them a lot of problems, I would argue Major League Baseball has some issues because their customer profile is primarily White and older. And that’s not the way the demographics of the country are currently going. That’s something they’ve got to figure out. Is customer profile so important that if it changes on you, do you agree that it actually could be a company killer?

Andy Goldstrom: [00:35:43] No doubt.

Mike Blake: [00:35:44] And if so, once you make that discovery, let’s say you’re kind of late to the game, say, “Crap. My customers just flat out changed. They don’t want a beef anymore. They want to eat something that’s not beef”, right? But all I do is I raise cattle, right? How do you go about kind of a crash course, if you will, to basically kind of save the company if you’re late to the game and you make that realization or by that point, is it already too late?

Andy Goldstrom: [00:36:20] The answer is it depends.

Mike Blake: [00:36:22] Okay. Yeah.

Andy Goldstrom: [00:36:22] Right?

Mike Blake: [00:36:22] I figured.

Andy Goldstrom: [00:36:22] So, you’re talking about baseball. I’m a big baseball fan. Grew up as a stats guy and loved baseball. And you saw what happened here in Atlanta. Atlanta saw that the demographics were changing and they actually moved their stadium to where the demographics were more applicable to them.

Mike Blake: [00:36:39] Yeah.

Andy Goldstrom: [00:36:39] Now, not everybody can pick up and change like that. That was an expensive proposition for them, but it seems to have paid off. But for other businesses, you want to be in the growth area, not the mature area of a business. And so, if you’re trying to make a pivot, you can certainly make that pivot, but you don’t want to change your business. You want to find customers that are a better fit for what you have. And so, if it’s a new business, hopefully, you can do it right the first time and adjust along the way.

Andy Goldstrom: [00:37:16] But if it’s an existing business, find new customers that are a better or closer fit. And the reason, primarily, is you’ve got all this investment and knowledge in your existing business, don’t try to be something that you’re not just because you’re trying to chase something, because you’re not going to have the knowledge or the relationships or the understanding to be able to actually solve that problem. So, find a problem based upon where you are and what you have and you can make subtle adjustments to it, but don’t try to be something that you’re not all of a sudden.

Mike Blake: [00:37:48] So, interesting. What I take away from that is one, option for a company that finds that their customer profile has shifted and maybe their business can’t necessarily shift with it as easily. Let’s take the beef example. All right. Maybe that means you get out of mass-market beef, but then, you switch to a niche market of organic or Kobe steaks or something that is lower volume, but higher margin, something like that as, you know, a ham-handed example.

Andy Goldstrom: [00:38:20] Sure. You know, if you’re Burger King, which came out with, I guess, the Impossible Burger first and was the one that kind of made the name, their distribution channels and the way that they serve their customer didn’t change. So, they had a lot of things in place. All they had to do was get the raw product to be able to serve it. Most other customers don’t, you know, have a bigger change than that.

Mike Blake: [00:38:46] I’m going to be really interested to see how Burger King does with that, because I actually like an Impossible Burger, but I’m not sure what the use case is because if you bother to look at the nutritional information, it’s for the most part unhealthy for you in a different way than conventional beef.

Andy Goldstrom: [00:39:06] It’s still just caloric, is it?

Mike Blake: [00:39:08] It is just as caloric. It is a lot less cholesterol, but it is massively higher in sodium, right? So, it’s a different kind of-

Andy Goldstrom: [00:39:17] So, we talked about latent needs.

Mike Blake: [00:39:19] Yeah.

Andy Goldstrom: [00:39:22] People who care about animals and don’t want—you know, some people are vegetarians because it’s for their health, but some of it don’t want animals to be killed.

Mike Blake: [00:39:31] And also environmental, right? We’re now hearing that-

Andy Goldstrom: [00:39:33] So, it’s an environmental thing so that’s serving a latent need that they’re trying to cater to as opposed to just people who just want to eat supposedly healthier.

Mike Blake: [00:39:42] Right. But I don’t see that that in their commercials yet, right? Maybe that’s their next phase. Right now, it’s, “Hey, this is just as good as any other Whopper, so you might as well have one.” But I don’t see the—I guess they’re just saying, “Well, if you’re just inclined to eat vegetarian, anyway, here it is.”

Andy Goldstrom: [00:40:02] Businesses don’t typically promote latent needs, but they need to understand them in order to capture the business.

Mike Blake: [00:40:11] Interesting. So, I’m being blatantly unfair, by the way. This is off-the-cuff questions for Andy. I’m asking to analyze a strategy of a multinational corporation real time. So-

Andy Goldstrom: [00:40:23] And I haven’t had an Impossible Burger yet, but I’ve heard it’s good.

Mike Blake: [00:40:28] Now, I’m getting hungry. So, how long do you think it takes to develop or maybe redevelop a customer profile?

Andy Goldstrom: [00:40:39] Depends on the size.

Mike Blake: [00:40:40] Does it have to take years?

Andy Goldstrom: [00:40:41] No, not if it’s done right.

Mike Blake: [00:40:44] Okay.

Andy Goldstrom: [00:40:44] So, you know, in my classroom, we’ve got people, young students, some of them are as old as 27, 28 because they’ve worked full time and they’re going back to school or, you know—but some of them are 18, 19, 20 years old who actually go through what we’re doing and are actually able to launch a business that I stay in touch with them. And they’ve actually launched fruitful businesses. One is launching a supplement product for gamers.

Mike Blake: [00:41:21] Okay.

Andy Goldstrom: [00:41:21] That’s specific to gamers. There’s another one that has an app that actually connects people to hold them accountable at the student level, where when it comes to health or getting somebody who can study with you or go to the gym. And they went through a process over several weeks as opposed to months and years to actually validate that that used the right tools or methodologies and did that.

Andy Goldstrom: [00:41:46] And when I work with my clients, it’s the same kind of thing. It doesn’t require push—you know, you don’t have to be Sisyphus. We’re not trying to push the boulder up the hill. You really can do it relatively quickly. And obviously, if you’re in a larger corporation, there are more stakeholders to please. That doesn’t mean the work needs to take longer. It just means that there are more stakeholders who you need buy-in from.

Mike Blake: [00:42:12] And it’s worth emphasizing. You have students that are doing this.

Andy Goldstrom: [00:42:15] I have students that are doing this and doing it well. And some of them, it’s just a practical exercise in class that instead of it just being a textbook kind of thing, which makes it more real, but some of them are actually pursuing these business opportunities and have been successful at it, believe it or not. And it’s exciting. And then, what I do with my clients, you know, it’s just as exciting because frankly, there’s more at stake.

Mike Blake: [00:42:46] Yeah.

Andy Goldstrom: [00:42:46] You know, they have families to feed. They have house, you know, mortgages. And they don’t have unlimited resources in terms of money or time or cash. And so, making the right choices and the right decisions along the customer profile route or how they manage their money or how they operate as they grow is really important. And I take a lot of pride in how I work with customers to do that.

Mike Blake: [00:43:11] And we are running out of time, so we’re going to have to wrap it up. This is a topic that, you know, probably deserves a lot more treatment than we’re able to give it in the span of one episode. But if people want to contact you to learn more about this topic, can they do so? And if so, what’s the best way to do it?

Andy Goldstrom: [00:43:28] Sure. Well, Michael, thanks for your time. I hope, you know, we covered enough, that people that were listening actually understand how important it is. And maybe it piques their interest or reinforces what they’re doing correctly or makes them think a little bit harder about what they need to do in order to really hone in on, you know, who they’re approaching and how they’re marketing their services or products.

Andy Goldstrom: [00:43:52] I can be reached at midcourseadvisors.com. My company is named Midcourse because it’s kind of the mid-course of a journey of a company, where adjustments need to be made. And my email address is agoldstrom@midcourseadvisors.com. And my phone number 770-633-2260. And you can find me on LinkedIn. And be happy to talk to anybody, to share, to learn about their perspectives and share any background I have.

Mike Blake: [00:44:19] Well, that’s going to wrap it up for today’s program. I’d like to thank Andy Goldstrom so much for joining us and sharing his expertise with us. We’ll be exploring a new topic each week. So, please tune in so that when you’re faced with your next executive decision, you have clear vision when making it. If you enjoy these podcasts, please consider leaving a review with your favorite podcast aggregator. It helps people find us so that we can help them. Once again, this is Mike Blake. Our sponsor is Brady Ware & Company. And this has been the Decision Vision podcast.

Tagged With: customer avatar, customer profile, Decision Vision, Decision Vision podcast, Michael Blake, midcourse advisors, Mike Blake

Erin Zwigart, Georgia Crafted

March 11, 2020 by John Ray

Georgia Crafted
North Fulton Business Radio
Erin Zwigart, Georgia Crafted
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Georgia Crafted
Erin Zwigart, Georgia Crafted

North Fulton Business Radio, Episode 200:  Erin Zwigart, Georgia Crafted

On this edition of “North Fulton Business Radio,” Erin Zwigart, Founder and Owner of Georgia Crafted, shares the story of her company’s beginnings and growth, her promotion and sale of Georgia-produced specialty food and other products, how they meet unique corporate gift needs, and much more. “North Fulton Business Radio” is hosted by John Ray and is broadcast from the North Fulton Business RadioX® studio inside Renasant Bank in Alpharetta.

Erin Zwigart, Georgia Crafted

Georgia Crafted
Erin Zwigart

Erin Zwigart is the Founder and CEO of Georgia Crafted. Georgia Crafted is the premier one-stop shop for Georgia-made products. The Georgia Crafted Peaches curate products by local makers and farmers from all over our State and package them into amazing gift boxes! You can choose between pre-curated gift boxes or you can “Build Your Own” gift box by choosing between 250 products.

If you are ever in need of a gift, whether it’s for a friend/family member or your clients, the team at Georgia Crafted will always work within your budget and timeframe!

Georgia Crafted makes gift giving easy and fun, all while helping to support the local Georgia economy!

For more information visit Georgia Crafted on their website, or call Erin at 404-931-6647.

Georgia Crafted

North Fulton Business Radio” is broadcast from the North Fulton studio of Business RadioX®, located inside Renasant Bank in Alpharetta. You can find the full archive of shows by following this link.

Renasant Bank has humble roots, starting in 1904 as a $100,000 bank in a Lee County, Mississippi, bakery. Since then, Renasant has grown to become one of the Southeast’s strongest financial institutions with over $13 billion in assets and more than 190 banking, lending, wealth management and financial services offices in Mississippi, Alabama, Tennessee, Georgia and Florida. All of Renasant’s success stems from each of their banker’s commitment to investing in their communities as a way of better understanding the people they serve. At Renasant Bank, they understand you because they work and live alongside you every day.

Tagged With: corporate gifts, Erin Zwigart, Georgia Crafted, Georgia Grown, Georgia-made products, locally-sourced, north fulton business, North Fulton Business Radio

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