DEI Assessments and Measurements that Promote Change

Watch a recent webinar from GCP's Equity & Inclusion division.

During this Diversity Professionals Group webinar, GCP was joined by panelists from the City of Cleveland, Cavaliers and Taft to discuss DEI Assessments and Measurements That Promote Change. Learn more about these winners of our Best in Class awards and their internal practices that drive strategy, supplier diversity initiatives, recruitment and retention as well as performance metrics.

Watch the recording below:

 

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  • Next up: Destination Cleveland Launches Clean Committed Initiative

    Destination Cleveland Launches Clean Committed Initiative

    Destination Cleveland, Cleveland’s destination marketing & management organization, recently launched a CLEAN COMMITTED initiative that asks restaurant owners to help ensure a safe and responsible reopening of Cleveland’s hospitality, entertainment and tourism industries. Given the facial covering mandate for the State of Ohio, this is also an opportunity to receive complimentary, individually packaged masks to provide to your customers, along with access to clean & safe products.   

    The program requests a voluntary commitment to a standard set of cleanliness practices to help minimize the spread of COVID-19. The practices were developed in partnership with the Cuyahoga County Board of Health, Cleveland Clinic, The MetroHealth System and University Hospitals. Restaurant owners in Cuyahoga County that make the CLEAN COMMITMENT will receive signage to display that indicates their commitment and their clean practices. Destination Cleveland is encouraging locals and visitors to keep an eye out for the CLEAN COMMITTED seal when eating out, shopping, visiting a local attraction, or enjoying a night away from home at a local hotel. More than 500 local businesses have already been added to the CLEAN COMMITTED Business Directory! Check it out, here: thisiscleveland.com/clean-committed/business-directory

    RESTAURANT CLEAN KIT ELIGIBILITY  

    There is no cost for restaurants to participate; they simply need to be located in Cuyahoga County and agree to be CLEAN COMMITTED. Upon agreeing to this uniform approach to responsibly reopen, restaurants will receive:  

    • 100 complimentary consumer CLEAN KITS (each sealed package consists of one-single use, three-ply disposable paper mask; 3 PURELL SINGLES® Advanced Hand Sanitizer Packs; suggested safe practices for exploring*) 
    • 2 posters and 2 window clings to promote their commitment to customers 
    • Access to a digital toolkit with assets to help promote their business as CLEAN COMMITTED  
    • Inclusion on the CLEAN COMMITTED Business Directory on ThisisCleveland.com, which will be promoted to locals and supported through an integrated marketing campaign (to include radio, digital, OOH, PR).  
    • Access to order bulk supplies that promote cleanliness and help protect people through Destination Cleveland's assembly and distribution partner, Supply Side Group.   

      * Practices outlined by Destination Cleveland, Cuyahoga County Board of Health, Cleveland Clinic, The MetroHealth System, and University Hospitals. 

    HOW DO RESTAURANTS AGREE TO BE CLEAN COMMITTED? 

    Restaurants can follow these three easy steps to agree to be CLEAN COMMITTED and obtain their complimentary materials: 

    1. Visit CleanCommitted.com
    2. Complete the form at the bottom of the page, agreeing to follow these practices  
    3. Copy and paste the promo code provided after completing the form and use it in the checkout on the e-commerce site to claim your complimentary CLEAN COMMITTED Business Kit and delivery address. 

    Questions can be sent to Destination Cleveland at cleancommitted@destinationcle.org.  

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  • Next up: Economic Development Finance Professional Certification Program Comes to Cleveland

    Economic Development Finance Professional Certification Program Comes to Cleveland

     

    The National Development Council’s (NDC) Economic Development Finance Professional (EDFP) Certification Program™ is underway in Cleveland through a generous sponsorship from Greater Cleveland Partnership (GCP) and Cleveland Development Advisors (CDA). 

    GCP and CDA provided 25 scholarships to local economic development professionals and negotiated enrollment in the EDFP program at a reduced rate for 10 additional students.

    Organizations across Northeast Ohio are represented in the first Cleveland cohort, including the Northeast Ohio Hispanic Center for Economic Development, Famicos Foundation, Asian Services In Action Inc., MidTown Cleveland, Lake County Ohio Port and Economic Development Authority, Cuyahoga County Department of Development, Detroit Shoreway Community Development Organization, Metro West Community Development, Federal Reserve Bank of Cleveland, Burten, Bell, Carr Development, Inc. and the cities of Beachwood, Brook Park, Cleveland, Cuyahoga Falls and Rocky River.

    The class of 46 wrapped up their first week of instruction, ED101 – Economic Development Finance, on Friday, September 20.

    “As community stakeholders work collectively to forge a path forward in Cleveland’s neighborhoods that supports prosperity and opportunity for all, we determined it was vital to offer our Community Development Corporations and other practitioners this valuable educational programming provided by The National Development Council,” said Cleveland Development Advisors president and GCP executive vice president Yvette M. Ittu.

    Designed to build development finance capacity, EDFP Certification is geared toward professionals who want to grow their knowledge and learn the skills needed to make successful deals and translate them into results for their communities. The robust coursework includes four, five-day sessions covering topics ranging from business credit analysis and real estate finance to appraisals, deal structuring and syndication.

    Since NDC’s establishment as a national nonprofit in 1969, they have trained more than 75,000 practitioners in what the organization calls “the art and science of economic and housing development finance.” Course instructors include community and economic development officials, bankers, developers, entrepreneurs and government agency leaders, all of whom bring real-world experience and acumen to the classes they teach.

    In-person EDFP courses are also currently available in Los Angeles, Minneapolis and Philadelphia and an online program is offered as well.

    Learn more about GCP’s work in economic development and find out more information about NDC’s Economic Development Finance Professional Certification Program™.

     

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  • Next up: Energy Subsidy Bill Passes

    Energy Subsidy Bill Passes


    GCP has continued to encourage policies that provide incentives for utilities to offer businesses opportunities that leverage energy efficiency programming. GCP members did not take a formal position on all provisions within controversial legislation, House Bill 6 (HB 6), that aims to keep Ohio’s two nuclear power plants running.  GCP recognizes it is important utilities are provided a level of elasticity needed to meet state mandated energy benchmarks, but we also have strongly encouraged the continuation of those benchmarks to spur growth and economic development.

    On Tuesday and by a vote of 51-38, the Ohio House concurred with an Ohio Senate substitute version of the bill. And, the Governor signed the bill just hours after lawmakers sent the final version to him. Click here for a recap of the bill and the proceedings to this point.

    GCP businesses weighed-in on this initiative throughout the year and advocacy staff worked with high-level state officials to reinforce or position. Click here to read more on GCP’s consistent, pragmatic statement on the issue from last year.

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  • Next up: 3 Things to Know: Falling in Love with Your Business Again

    3 Things to Know: Falling in Love with Your Business Again

    If you have become disenchanted with your small business, here are three things to know about bringing the passion back.

     

    It’s that time of year to fall in love… with your small business. If the honeymoon period is over and you find yourself with more challenges than rewards as a business owner, it’s time to fall in love with your small business again.

    Here are three things we think you should keep in mind if you hope to bring the spark back.

    First thing to know: Spend your time more effectively.

    How can you love what you do if you don’t have the time to do what you love? One step toward loving your business again is to start using your time wisely.

    Here are tips on making the most of meetings, as well as 12 business life-hacks to find time and simplify your life. And, learn how to achieve the self-discipline you need to stay on task and get your critical action items checked off every day.

    Second thing to know: Find more joy and less stress.

    If you’ve lost that loving feeling with your business, maybe it’s time to remember why you started it in the first place. Think back to the excitement you felt during those early stages, and how valuable your role is in making the business happen. Here are thoughts on changing your mindset and bringing joy back to your business.

    Additionally, from finding a support system to nourishing yourself, here are six tips to dealing with owner fatigue.

    Is it COVID that has you down? Owning a business during a pandemic can be particularly unpredictable and overwhelming. Check out these six tips for dealing with COVID stress.

    Third thing to know: Make your job a little easier.

    Running a small business has its long, hectic days, but there are ways to lessen your load.

    When marketing is done right, everything else seems to fall into place. But prioritizing marketing strategies can be overwhelming for any business owner. Here are tips for selecting the right digital marketing tactics for your business.

    When it comes to selling, making the first sale can be easy. However, making the second, third or fourth can be tricky. Learn the easy way to earn repeat and referral business.

    Another way to make your life a little easier is to let the internet do some of the legwork when it comes to customers finding you. This can be done through search engine optimization—the process of improving the quality and quantity of traffic to your site. Here are five reasons why you should invest in SEO for your business, as well as nine SEO tips to get your website noticed.

    RELATED: Read more in our 3 Things to Know series.

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  • Next up: FAQs About FAQs: How to Effectively Handle Customer Questions

    FAQs About FAQs: How to Effectively Handle Customer Questions

    Being responsive to your customers' questions is one of the most important parts of the job. Here are some FAQs from small business owners about the FAQs they receive, and tips on how to effectively handle them.

     

    How often does a customer call, text or email you with a question? If you said “rarely,” then you’re either very good or very lucky. Stop reading now and go do something fun instead. If you said “often” or “a lot,” then read on—this one is for you. We are taking a look at questions small business owners like you have regarding customer FAQs.

    Q: How important are customer questions?
    A: Very!

    Our operational assumption is that effective, efficient and engaging customer communication is essential for any business to survive, let alone thrive. That said, responding to customer questions quickly, clearly and courteously is a critically important aspect of customer communication strategy.

    Customers rarely have the technical knowledge to assess how good your product or service is—that’s why they need you. But they can also quickly judge your company’s values by what you do and say in responding to their questions. 

    Q: When should I expect questions from customers?
    A: Any time and all the time.

    Prospective and current customers will have questions the first time they visit your location, search your site or call in. They will also have questions throughout the shopping and sales process and long after they buy your product or service. 

    So, you and your customer-facing staff need to always be ready to respond to questions consistently—and be sure to always follow your company’s strategy and plan. If you don’t have a strategy and plan for questions because you thought it was obvious, wrong answer. Always have a plan.

    Q: What should I say?
    A: Initially, Nothing! But then…

    Instead of trying to jump in and answer their questions as they are speaking, be sure to listen intently to their comment or question. This is especially important face-to-face. You must not only actually listen, but you also must show them that you are listening. 

    Once you have listened attentively, verify your understanding by saying something like “Let me make sure I’m understanding…”  or “So, what you’re asking is…”

    Then, answer and respond clearly and concisely. And after you do so, don’t follow up your response by saying “Did I answer your question?” That implies you might not have answered the question. Simply say, “Do you have any more questions or is there anything else I can help you with?”

    Q: What if I don’t know the answer or can’t respond immediately?
    A: Say so! But then…

    If you really don’t know the answer to a customer question, be honest and tell them that you don’t know. But then indicate when you think you will have an answer or response. Ask them if they would rather stay on hold/stay in the store or have you call them. Do what they ask. And a good rule of thumb is to always respond sooner than you said you would. 

    If the right answer is “I don’t know,” consider instead choosing the words “I’m not exactly sure.” Selecting these words will be better for your credibility.

    Q: Should I have an FAQ page on my website?
    A: Absolutely!

    Every business should have an FAQ page—just be sure it’s easy to find, clear and comprehensive. When someone calls you, ask if they’ve already visited the site. This is a subtle way to remind them to do so for next time. 

    While an FAQ page is important, such a page is static—it sits there waiting for someone to read it. Consider including all of it or parts of it in regular customer communication. If they already know the answer, no problem. If not, they might appreciate the gesture. If you have a customer blog or e-newsletter, feature a regular FAQ section in each issue. And, once is never enough—keep repeating the important questions. Few people will notice the repetition and no one will mind.

    Q: How do we know which questions are important?
    A: They are all important!

    Assume all customer questions are equal, but some are more equal than others, (Thank you, George Orwell). Keep track of questions manually if you have to or by hit frequency on your site. Usually the questions asked the most often are the most important, or at least impact the most customers. 

    So, make the most of FAQs for your customers and your value proposition. Turn every frequently asked question into a frequently answered question. And make sure to send in your questions about questions (email Marie Zickefoose) so we can respond to them in our article next month. Any questions?

    Phil Stella runs Effective Training & Communication, www.communicate-confidently.com, 440 449-0356, and empowers business leaders to reduce the pain with workplace communication. A popular trainer and executive coach on writing, communication styles and sales presentations, he is also on the Cleveland faculty of the Goldman Sachs 10,000 Small Businesses program.   


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