Southern Utah Business Magazine Winter 2019

W I N TE R 2019

2018 ECONOMIC REVIEW

Utah continues to garner attention as the top place for business

GREAT TECH DOESN'T MEAN GREAT CUSTOMER SERVICE Is the technology you use helping or hurting your business?

BUSINESS FROM oN

HIGH

THE STATE OF REAL ESTATE

Will 2018 represent the final period for our tremendous economic growth?

Tech Ridge Takes Off Winter 2019

Southern Utah Business Magazine 1

For when your business could use a boost.

Zions Bank is for you.

At Zions Bank, we have a strong local team of business banking professionals committed to providing the banking solutions your business needs. It’s easier than ever to get the service you expect from a bank that’s part of your community.

To learn more about how we can help your business, contact us today:

40 East St. George Blvd., St. George, UT 84770 435-817-4910 | zionsbank.com

2 Southern Utah Business Magazine

Winter 2019

A division of ZB, N.A. Member FDIC

INNOVATE AND ANALYZE WITH A BACHELOR’S DEGREE THAT GIVES YOU A COMPETITIVE EDGE IN THE BUSINESS WORLD AND BEYOND

The Master of Accountancy is a professional preparation program for those interesting in accounting careers.

Course work provides the necessary foundation for public and private accounting positions, as well as industry and government placement. Obtaining the master’s degree qualifies students to sit for the CPA and CMA Examinations, which is essential to become a Certified Public Accountant and a Certified Management Accountant.

MASTER OF ACCOUNTANTCY DIXIE STATE UNIVERSITY’S ACADEMIC ADVISORS ARE HERE TO HELP YOU WITH COURSE PLANNING, PREPARING FOR GRADUATION AND MORE. SCHEDULE AN APPOINTMENT TODAY OR GET MORE INFORMATION AT: H T T P S : / / AC C OU N T I N G.D I X I E .E D U / AC C OU N TA N C Y-G R A D UAT E - P R O G R AM /

business.dixie.edu

Southern Utah Business Magazine 3 Learning Winter 2019 Opportunity Engagement

WHAT'S INSIDE

WINTER 2019

18

9

COVER STORY: Tech Ridge Takes Off

FEATURES TECHNOLOGY

Southern Utah Code Camp.............................................................................9 TOURISM

Zion Ponderosa: More Than Just A Place To Sleep....................................10 TOURISM

Hurricane Valley: 50 Years Of Improvement And Growth........................ 14

16

31

MED TECH

The Growth Of Life Sciences in Utah's Dixie.............................................16 COVER STORY

Business From On High................................................................................18 EDUCATION

Dixie State University's Innovation Plaza.................................................24 FINANCE

2018 Utah Economic Review.......................................................................26 SOCIAL RESPONSIBILITY

Don't Mistake Great Tech For Great Customer Service............................31

38

ECONOMICS

COLUMNS

ECONOMICS

Editor Message...........................................................6

REAL ESTATE

Small Business Section..........................................22

Southern Utah: Still Strong After All These Years....................................34 Cedar City's South Entrance Is Getting A Facelift................................... 36 The State Of Real Estate..............................................................................38 NETWORKING

Not When But How To Pivot.........................................................................40

Corporate Alliance Business Profiles...................28 Events Calendar......................................................42

The publisher is not responsible for the accuracy of the articles or advertisements in Southern Utah Business Magazine. The information contained within has been obtained from sources believed to be reliable. Neither the publisher nor any other party assumes liability for loss or damage as a result of reliance on this material. Appropriate professional advice should be sought before making personal, professional, or financial decisions. Outside of our staff authors, articles written by providers or professionals are invited authors and represent the opinions of that particular individual, business, group or organization. If an article is a paid advertisement, we will place the word “Advertisement” or “Advertorial” to identify it as such. ©Copyright 2018.

4 Southern Utah Business Magazine

Winter 2019

Winter 2019

Southern Utah Business Magazine 5

MESSAGE FROM OUR EDITOR I love southern Utah in the winter—maybe because I can still go golfing while my friends and family in northern Utah are shoveling out their driveways. I also love the fact that we are starting a new year. Even though I’m not the greatest at following through with all my New Year’s resolutions, there is a sense of excitement that comes with reflecting on the past year and figuring out how to make the upcoming year even better.

Southern Utah is growing and will continue to go through some major transformations. Yes, I realize that was a “Captain Obvious” statement, but with all this change, I am right there with the frustrations many of you are feeling, especially when it comes to the increased traffic. I can’t help but get a little irritated when I get to an intersection, and it takes two or three light cycles before I get through. However, when I compare our traffic problems to some of the big city traffic problems, I realize we are still pretty spoiled. I need to remember that our growth also creates more business and leisure opportunities for all of us.

There is so much happening in southern Utah! I look at what our local universities are doing: Both Dixie State University and Southern Utah University are changing and adding new programs to meet the demands of our local economy (especially in the tech and medical spaces). Our medical facilities are being recognized across the nation and throughout the world. New businesses are opening their doors. In fact, I meet people all the time who own a business of which I have never heard. From firsthand knowledge, I know about other projects being considered in the area that will leave you shaking your head (in a good way).

It’s absolutely amazing to see what southern Utah is attracting and creating.

With that being said, this issue is packed with some great information that will help you be more successful with all this change. 2019 is going to be the BEST! I look forward to seeing all the great things you are doing or are planning. Feel free to drop me a line, and let me know how I can support you!

To your success!

Brendan Dalley, Editor editor@subizmag.com

For information on advertising, distribution locations, or any other inquires, please give us a call or visit our website

KEEP IN TOUCH WITH

www.SUBizMag.com 435-625-1007

Facebook/Southern-Utah-Business-Magazine | Twitter/SoUtBizMag | Instagram/SoUtBizMag | Linkedin/Southern-Utah-Business-Magazine

6 Southern Utah Business Magazine

Winter 2019

GROWIN G TOGETHER SIN C E 1992 THE VISION OF SOUTHERN UTAH BUSINESS MAGAZINE

is to elevate and advance economic growth and development in Southern Utah by showcasing and supporting local industries. SUBM is committed to fostering a culture of courageous leadership, supporting cutting-edge entrepreneurs, and being an advocate for tenacious service.

PUBLISHER Health & Wellness Solutions, LLC EDITOR Brendan Dalley CREATIVE DIRECTOR Erin Taylor

A D V E R T I S I N G & PUBLIC RELATIONS

OPERATIONS MANAGER Diane Del Toro ACCOUNT EXECUTIVE Eric Baird

Advisory Board Members PAUL HATC H Co rpo rate Al l i an c e

Promo ting Bra nds t hrough I nnovation a nd Quality Ser vice

PAM PALMER O SG Chamber of Commerce K Y LE WEL LS DS U Busi n ess S c h ool ERI C PED ERSEN D SU Tech n o l o gy D e p t .

M ARC MOR TEN S O N Ci ty o f S t. Geo r ge JERI AH THRELFA LL Eco n o mi c Devel o p m e n t LEN ERI C K SON Small Business Resource Center BRI AN TENNE Y TCS Adverti sin g MARI K RASHOW E TZ S U HBA VARD ELL C UR TIS Wash. Co. Board of Realtors STEV E BROUGH Zi o n s Ban k KOBY TAY LO R Fusi o n Phar ma c y K EV I N SMI TH Tuacah n MI C HAEL D UN N Dun n L aw Fi r m MI K E MAD SE N Interstate R oc k MI TC H C LOWA R D D ixie R egi o nal Medi c a l C e n t e r

TCS Advertising & Public Relations 1224 S. River Road, B232

435.674.2846

St. George, UT 84790

TCSAdvertising.com Winter 2019

Southern Utah Business Magazine 7

8 Southern Utah Business Magazine

Winter 2019

By Josh Aikens Zonos Chief of Staff

In the wee hours of a Saturday morning in the Gardner Center at Dixie State University, a team of four young teenagers stare at their computer screens. Empty cans of soda and candy wrappers litter the table. A notepad with scribbles and design sketches is open next to one young man on the team. His teammate, a freshman girl, is looking at the sketches as she plucks away at her keyboard. This group has been working on their tower defense game since 8:00 a.m. the previous morning, and they hope to beat other teams at the programming competition.

This is the Southern Utah Code Camp, a fun, 24-hour programming competition that has been held annually for nine years. This year’s competition, hosted by Dixie State University on November 9-10, was the biggest code camp yet, with over 300 individuals of varying levels of experience participating. It is the largest event of its type in the area.

Participants range from elementary school tweens to industry professionals. Individuals form teams of up to four people and compete at rookie, novice, intermediate, and industry professional levels. Teams are welcome to complete one of the supplied projects or come up with a project of their own. Projects need to be completed at the end of the 24-hour competition to be judged. The projects are judged across five criteria: novelty, completeness, level of difficulty and complexity, aesthetics, and business viability.

Providing the venue, supplying internet and network bandwidth, and

feeding and mentoring hundreds of participants is no small task. The event is run by volunteers, and the event’s expenses are mostly covered by generous sponsors in the southern Utah area: Dixie State University, Utah State University Extension, and corporations in the tech industry.

Participants receive a t-shirt, four meals, snacks, soft drinks, and a lot of mentoring. Winners of the competition get a variety of prizes, including tech gadgets.

Southern Utah Code Camp is part of a local effort to build a pipeline of talented programmers and designers in the southern Utah area. Those participating get a sense of what it is like to work in the tech industry as they collaborate with others, plan and execute projects, meet deadlines, and present their work for judging.

Young programmers learning more about the exciting technology industry come to Code Camp to be inspired. Others come to network with industry professionals in the area for employment opportunities.

Regard less of their motivation for attending, all participants walk away with a great sense of pride and accomplishment for their work well done.

Winter 2019

Joshua Aikens is the Chief of Staff at Zonos, a leading provider of cross-border eCommerce technologies. Josh has called St. George home for 22 years and has four suntanned barefoot children to prove it. As founding chair of the Dixie Technical Association, Josh has been a fixture in the growing tech scene in St. George for over 8 years. Last year he was the chair of the 9th annual Southern Utah Code Camp, Utah’s largest 24 hour coding competition. Josh has placed a high priority upon building a pipeline of talent to feed the growing tech and entrepreneurship sectors in St. George and will be found volunteering his time to that end.

Southern Utah Business Magazine 9

TOURISM

More Than T Just a Place to Sleep

By Mark Wade, Tourism Development Consulting 10 Southern Utah Business Magazine

Winter 2019

wenty five years after its inception, Zion Ponderosa Ranch Resort has become a strong contributor to the economy of southwestern Utah. Beginning with a simple campground in 1994 and then adding 16 small cabins in 1995, the operation began to successfully host families during the prime eight weeks of summer.

However, they suffered significantly the rest of the year and struggled to even stay open in winter months.

TOU R ISM

DID YOU KNOW? Zion Ponderosa Ranch Resort is rated one of the Top 6 Adventure Resorts in America.

peak season. “We employ 35 to 40 locals, and the rest of our staff come from around the world,” says Julie Millard, general manager of the resort. “There are several local families where the husband and wife both work for us, and often, their children work for us as well.”

Millard indicates that the resort began with a family member taking reservations via phone from her home in Phoenix, Arizona. A similar effort continues today as the resort now contracts with reservation agents

At 6,500 feet in elevation and bordering the eastern boundary of Zion National Park, Zion Ponderosa now offers more diverse lodging types, including camping, glamping, RV sites, small cabins, and large vacation homes. Add to this a full-service restaurant and one of the most extensive recreation programs in the United States, and you have an infrastructure that now employs over 125 staff members during

who live throughout the surrounding region. “We’ve had to build our own infrastructure, run power and phone lines across canyons, pave roads, and create culinary and waste-water systems.

We’re like a small town here, and trucks arrive daily bringing us food for the

restaurant and needed supplies for all our services and construction efforts,” adds Millard.

Millard’s grandfather purchased the 4,000 acre parcel in the early 1960s and immediately began inviting people to visit the ranch, but it took a slot canyon hiking adventure to set the expanded vision of the guest ranch in motion.

In the early 1980s, Julie’s two brothers, David and Stephen, were invited by a friend to hike a nearby slot canyon— one that they were unfamiliar with.

Their experience was so stunning that the two immediately realized what they— and the world—were missing. A plan was hatched for the future of their grandfather’s land. Since that time, Dave and Steve have regularly added new elements to improve the property and to expand guest services. “Our guests come from around the world, but over fifty percent of them are from either California, Utah, or Nevada,” says owner Steve Neeleman. “We’re proud of the family environment that we offer, but we also host groups who are here for experiential education, corporate events, family reunions, youth adventures, and just about any type of group experience imaginable.”

Free activities at the resort include a resort style pool, two water slides and jacuzzis, tennis courts, a sports field, basketball, and volleyball. Guided

Winter 2019

Southern Utah Business Magazine 11

TOU RISM

adventures include jeep tours, hiking, horseback riding, and canyoneering. The list of additional activities is lengthy, and guests from around the world seem impressed. US News and World SEE THE Report rates Zion Ponderosa MILKY WAY! as one of the top six adventure At 6,500 feet, guests resorts in America. One review can experience brilliant provided on Trip Advisor has views of the distant this to say: “We participated planets and stars. in almost all the activities. We did canyoneering, guided hiking, horseback riding, and skeet shooting. We loved all the activities. Everyday was an exciting adventure.”

Zion Ponderosa regularly sees visitors from Europe, the Pacific Rim, and Asia and from throughout North and South America. Guests contribute millions of dollars to the local economy, which in turn, pay the salaries of the resort staff, purchase the local goods that are used, pay the utility bills, and pay for the other expenses that come with an operation of this size. Millard adds, “We work closely with a lot of companies, agencies, and government organizations in an effort to provide our guests with a vacation experience that leaves a lasting impression—one that we hope will encourage them to return again and again.”

“We work closely with a lot of organizations... in an effort to provide our guests with a vacation experience that leaves a lasting impression...”

JULIE MILLARD, GENERAL MANAGER 12 Southern Utah Business Magazine

Winter 2019

Mark Wade is the former Director of Tourism for southwestern Utah, and has worked for over 25 years in sales, marketing, and consulting for tourism.

Winter 2019

Southern Utah Business Magazine 13

TOU RISM

By Michael T. Madsen Controller, Interstate Rock Products, Inc.

One of my first recollections of Hurricane took place over 50 years ago. I was living up-river in Rockville, Utah. My parents had decided to take me to see a movie at the old show house in Hurricane. (It wasn’t that old then!) We were going to see My Fair Lady— advertised as one of the most incredible movies of all time. It was filmed in color instead of the normal black and white format and had won the Academy Awards for best picture and best actor. As a youngster of 8 or 9, I was doubly excited to know that I would be allowed to get concessions before the movie and at intermission. It was a delight!

However, it was raining that night. Back then, the roads could be quite treacherous when it rained. I was worried that a flash flood would take out the road, forcing us to turn back. Knowing this, we started on our journey with time to spare for any unforeseen emergencies, and it’s a good thing we did.

We stopped two times to move debris from the road so that we could pass. After what seemed like a day of travel, we arrived just in time to enjoy the movie.

Things have changed. The roads are much better, the old movie theater has been replaced with a newer multi-screen cinema, and the trek from Rockville to Hurricane can

The Star theater opened on Main Street at State Street in 1914. It was later renamed the Eugene after its owner, Eugene and Leah Wadsworth, and continued to operate until 1978.

Contributed by Bryan Krefft

be traveled safely in less than thirty minutes in all kinds of weather.

In the last 50 years, Hurricane has seen incredible growth in its population and its services. The Hurricane Valley is becoming a destination for travelers and for those looking to live in a wonderful location.

In the last year, several new motel/hotels have been built, and more are in construction.

The golf courses are some of the best in the state, with views of the red rock and the desert landscape contrasting with the plush green grass. People from all over the world are bringing their ATV’s and boats to experience the rare combination of sand dunes and reservoirs. Cropping up over the lava rock and desert sand in Hurricane are some of the most beautiful subdivisions in southern Utah. If you take just a moment

to look at the license plates that are driving through the main artery of traffic, SR-9, you can usually pick out plates for almost all the states in the US and all the provinces of Canada.

Growth in our little town has become consistent and draws from people moving here to experience the beauties of the area and participate in some of the local economy.

In the past few months, I have met people from California, Michigan, Texas, Tennessee, Chicago, and Idaho. They come because they love the small town feel, the beautiful views, and the nighttime skies.

Hurricane is a wonderful place to live.

Although it has changed and grown since the My Fair Lady days, it maintains its small town aura and the beauty that surrounds it.

Michael lived in Springdale and Rockville while in his early years, moved away with his family only to return home almost 30 years ago.

Southern Utah has been home to him and his wife since then.

They raised 8 children and now have 27 grandchildren, most of which have been able to stay in the area to raise their families. He has served on the Board of Directors for Hurricane City along with other organizations such as the Associated General Contractors and Southern Utah Home Builders Association. He was President of SUHBA after being on the Board. Currently, his son Jeff is the President of SUHBA. Michael has enjoyed the Southern Utah Area his whole life and has been working for Interstate Rock Products, Inc. who has maintained a vision and set of goals to bring high quality developments, services, and infrastructure to Hurricane City and surrounding areas.

50 YEARS OF IMPROVEMENT AND GROWTH

14 Southern Utah Business Magazine

Winter 2019

The Tax Guys

PrestonsMWD.net

*ATTENTION NEW CLIENTS! Individual Tax Return Prep

Thomas Olsen, EA IRS Enrolled Agent

Corporate & Partnership Tax Prep

The Tax Guys

We File All State Returns

Over 25 Years of Experience Including S-Corp & LLC Returns

1224 South River Road

Trust & Estate Tax Prep Experts in Payroll Processing & Reporting

Tax Problem Resolution

IRS Liens, Levies and Garnishments Prior Year(s) Non-Filed Returns

Call for Appointment: 435-705-5101 taxguys.com

**Your final cost will not be less than $175.00 ***All coupons are limited to one coupon per return per year.

435.688.1987 - INSURED & BONDED -

Medical Waste Disposal Biohazard & Sharps Removal Expired RX Pharmaceutical Health Care Provider Training SOUTHERN UTAH’S ONLY MEDICAL WASTE DISPOSAL FACILITY

BUSINESS INSURANCE AGENCY, INC

Commercial General Liability Employee Benefits Workers Comp Commercial Auto Renters Home Personal Auto Life www.StGeorgeInsuranceAgency.com 157 E Riverside Drive #2A St. George, UT 84790 | Mon-Thurs 9am- 5pm/Fridays 9am -4 pm | 435-628-8738 Winter 2019

Southern Utah Business Magazine 15

ME DICAL TECHN O LO GY

The Growth of

Life Sciences

in Utah’s Dixie

By Drew Gubler Operations Manager, Deseret Laboratories Inc.

It has been exciting to see the strength of Utah’s economy in recent years supported by many strong industries. Whether it’s in construction, tourism, tech, or other industries, southern Utah has been no stranger to that growth. One industry that continues to grow in the state as well as in our local area is that of the life sciences.

A Vibrant and Diverse Industry In a recent interview, Governor Herbert mentioned how vibrant and diverse this industry is. “The life sciences sector in the state is one of the fastest growing in the country— due in part to our culture of innovation

1983 Originally founded under the name of Standard Gypsum Products, Inc.

16 Southern Utah Business Magazine

and collaboration. This fertile ground allows entrepreneurs to successfully take a concept to commercialization and investors are noticing.” In August of 2018, the University of Utah’s Kem C. Gardner Policy Institute elaborated further, stating that life sciences within the state of Utah now employ over 130,000 individuals and pay out some $7.6 billion in wages and compensation each year. In total, the life sciences industry accounts for just under 8 percent of the state’s GDP or about $13 billion annually.

The growth within this industry is not expected to decline. One factor in the industry’s projected growth is that there are 75 million baby boomers within the United States who have

1991 Company operations become known as Deseret Laboratories, Inc. (DLI)

Winter 2019

or will soon be reaching retirement age and are looking for ways to continue to live active lives. Each of these individuals is affected by some area of the life sciences industry: pharmaceuticals, nutraceuticals, or biomedical technologies and devices.

Life Sciences in Utah’s Dixie One of the growing life science businesses in southern Utah is Deseret Laboratories, a local pharmaceutical and nutraceutical company that has been manufacturing in St. George, Utah, for over 30 years. Deseret Laboratories, or DLI, was started by brothers Scott and Mark Gubler, St. George natives who were looking for an opportunity and a way to stay in southern Utah while providing

TODAY Operating out of their new, 130,000 square feet state-of-the-art production facility, DLI prides themselves on being a full scale provider of research and development, quality granulation, tableting, encapsulation, coating, and packaging services.

M E D I CA L T EC HNOLOGY

for their families.

Through their hard work and innovation, they have created one of the largest contract manufacturers of pharmaceuticals and nutraceuticals in the western states.

Angeles, San Diego, agreed on one area of improvement: The talent pool in the area is lagging and Salt Lake City. behind the growth of the local An a d d i t i o n a l economy. Dixie State University and draw to the area Dixie Technical College recognized for businesses and this problem long ago and have been manufacturers is the actively working to increase the favorable utility rates availability of qualified workers not offered by local utility only in the sciences but also in the areas companies As opposed to an average of of technical support and automated Attracting Talent $0.181 per KWh in New York, Utah controls. With the combined effort In a recent panel discussion held in averages just $0.088 per KWh. Even of these institutions, local employers, St. George, several large manufacturers more affordable are the rates offered and the local government, the ability (including DLI) were questioned by suppliers in St. George: as low as to attract new businesses and skilled, on the pros and cons of locating $0.031 to $0.056 per KWh. talented employees to southern Utah their businesses in the area. Most of in the future looks positive. them agreed that one of the greatest Although manufacturers advantages of being situated in St. participating in the panel discuss George was its centralized western offered several positive reasons for location. Companies such as Wal-Mart setting up shop in St. George, they all and Family Dollar have positioned their distribution centers here because overnight deliveries are possible to Los

DLI is an FDA audited and compliant facility for both Nutraceuticals and Pharmaceuticals and is NSF, Kosher and Halal certified.

Winter 2019

Southern Utah Business Magazine 17

COV E R STORY

BUSINESS FROM ON

HIGH

By Jared DuPree

T

he old airport runway near downtown St. George has taken on new life since Dixie Technical College opened its main campus overlooking the city in March of 2018.

The presence of the college, located on Tech Ridge Drive, has motivated some of the top technology companies in the area to relocate and become part of what the tech community is calling “Tech Ridge.” Recently, the City of St. George, in collaboration with several tech companies in the area, developed a long-term plan for Tech Ridge, which includes commercial and retail space, restaurants, hotels, and residential living.

Marc Mortensen, Support Services Director for the City of St. George, wants people to understand that Tech Ridge is much more than a business park. “We are talking about 2000 residents living there with amenities, commercial businesses, retail stores, restaurants, and more,” he said. “It’s really an extension of downtown.”

In many ways, Tech Ridge is the complete package when it comes to the future of southern Utah. It sets the stage for local children and young adults who are interested in entrepreneurship and technology, providing them with the opportunity to remain in the area after graduation, find a high-paying job, and enjoy all the perks of a typical tech hub. It

SOUTHERN UTAH'S EXPANDING TECH PRESENCE IS ATTRACTING

also entices non-local companies, groups, and individuals who are fully engulfed in the GLOBAL ATTENTION tech industry to seriously consider the area for relocation. As a destination city, St. George is known for it’s beautiful scenery, outdoor adventure, healthy lifestyle, and safety; now, industry and opportunity can make living in southern Utah a reality for people who never thought it possible.

NATIONAL AND

Ryan Wedig, CEO and co-founder of PrinterLogic, is looking forward to his company’s relocation to Tech Ridge. “We have outgrown our current space,” he explained. “As we looked for locations in St. George, there weren’t many options available for the size we needed. Tech Ridge solves several challenges for us. To build a company in St. George, there are a lot of amazing assets— lifestyle being number one—and a fairly robust tech community that is starting to grow. As we recruit talent both locally and abroad, Tech Ridge not only solves the infrastructure challenge, it can communicate a lifestyle and bring a community together.”

Wedig notes that Utah has a rich history of entrepreneurship and technology. “I call it the Word Perfect and Novell dandelion effect.

There are a lot of really amazing entrepreneurs that want to stay in Utah for various reasons. In northern Utah, you are seeing saturation from a cost and talent perspective. Those costs are going up rapidly.

We can create Tech Ridge as a release valve for some of that pressure in a place with world-class views and lifestyle. We don’t want to Winter 2019

Southern Utah Business Magazine 19

COVER STO RY

"As we recruit talent both locally and abroad, Tech

become northern Utah, but we can create a beautiful garden.”

Ridge not only solves the

the country. St. George News it can communicate a noted that lifestyle and bring in a meeting a community with the city together.”

Mortensen explains council, Barlow that the focus right descr ibed a Ryan Wedig, CEO and co-founder now is on the north space that would end of Tech Ridge. “I house multiple think at some future tech companies point in time, this will surrounded be considered the ‘back of the house.’ It will by residential neighborhoods, restaurants, be considered the back end of Tech Ridge, and hotels. “The plan is to build a really the front end being on the south end and incredible environment that’s a work-liveconnecting down to I-15 from an east and play development that takes advantage of an west access off the mesa. We are currently extensive park and creative environment that in Phase I, which is roughly a 30-acre piece can really attract and retain top talent in the of property adjacent to Dixie Technical area,” Barlow said.

College. A building pad has been cleared for PrinterLogic, and we expect them to begin Clint Reid, CEO and founder of Zonos, construction on their building this winter. I believes that Tech Ridge will provide a think it won't be long, possibly this spring or centralized location to collaborate and grow early summer, and we’ll see busybusy's new with other tech companies. He projects building going up there as well. There's a lot that with cloud computing industry and of energy right now. There's a lot of buzz.” technology, many impactful companies will move to St. George because they don’t have This energy has led to many national and to be in a large city anymore. “Tech Ridge international entities taking notice of St. will attract the talent and network that will George and Tech Ridge. Isaac Barlow, co- bring companies to St. George larger than founder of busybusy and managing member St. George could ever imagine,” he forecasts. with Tech Ridge, LLC, has been highlighting “Zonos is a global company in St. George. the project at speaking engagements across Other global companies are here and will infrastructure challenge,

continue to come. The good news for St. George is that it will be easier than ever to start a tech business or be involved in tech because of the talent in entrepreneurship and technology that Tech Ridge brings.”

The city is feverishly working to improve Tech Ridge Drive. It will become the main boulevard threading through the entire project, with several side roads tying in to it. Mortensen is looking forward to the new architecture that will arise. “I think one of the unique things about it is we'll probably see architecture there that we haven't seen in St. George before. That's kind of exciting.

Not that it's going to be this massive conglomerate of glass buildings, but there will be some pretty substantial architecture there that we've not yet seen. Of course, everyone who has been up on the ridge realizes that there are views in every direction. It's a pretty inspiring place to be. I think Dixie Technical College set the stage when they built their building, and I think Tech Ridge wants to take it from there and go beyond.”

Tech Ridge will establish southern Utah has tech hub for decades to come. It seems appropriate that such a place will be built on ground that was once a historic runway, helping St. George “take off ” into a future where the sky is the limit.

Sources: https://www.stgeorgeutah.com/news/archive/2017/11/17/jcw-city-chooses-developer-for-tech-ridge-in-bid-to-attract-top-tech-talent-to-st-george/#.XAWjqWhKiUl

20 Southern Utah Business Magazine

Winter 2019

Rachael Leisek, MBA

Earning your

MBA is now

more attainable than ever:

1 2 3

One-year (on-campus) Online (learn where you live) Professional

(available statewide and in St. George!)

Currently accepting applications. Apply now.

Winter Utah Business (435) 797–3624 | HuntsmanMBA.com | Jon M. Huntsman School of 2019 BusinessSouthern | Logan, UtahMagazine

21

Southern Utah Gem and Jewelry Appraisals Why Should I Have My Jewelry Items Appraised?

By Southern Utah Gem & Jewelry Appraisals As a professional gemologist and jewelry appraiser, there is one question I hear more than any other: Why should I have my jewelry items appraised? There are several reasons why you might benefit from having a professional assessment and documentation of your jewelry related items.The most common reason is for insurance policies designed to protect you should valuable items be lost, stolen, or damaged beyond repair.

Insuring valuable merchandise can be a complex issue, and settling a claim for items that have been lost, stolen, or severely damaged can be a daunting and frustrating process. Accurate documentation can make that process much simpler by providing invaluable information about the missing items so that reasonable and acceptable replacements can be acquired or a reasonable and acceptable settlement can be achieved.

Without this type of documentation, you are essentially at the mercy of an insurance company and whatever is written in their fine print.

The Boy Scout motto applies here: Be prepared. If you do suffer a loss, the better the documentation you have, the better off you are going to be when it comes to working out a settlement with your insurance company.

The second most common request I get is for documentation to aid in the development of trusts and for estate planning. For those who are planning for the future distribution of their jewelry items and timepieces, it is vitally important to have them documented clearly and concisely, including technical details, gemological grading, and good photography, so that when the time comes to turn those family heirlooms over to the next generation, there are no doubts about the identity of the items and which items go to each specific heir. There is great value in efficiency. Accurate, up-to-date documents make everyone’s life easier.

22 Southern Utah Business Magazine

Winter 2019

In actuality, there are about 25 different types of “appraisals� recognized in courts of law, and they vary drastically in their terminology and their value assessments and in how they are used. Our goal at Southern Utah Gem and Jewelry Appraisals is to prepare the most professional and comprehensive appraisal documents possible.

We provide a professional gemological identification laboratory with state-of-the-art equipment for the proper identification and grading of diamonds and colored gemstones. This is a first step in developing an accurate assessment of value, regardless of the type of appraisal or of the documents being issued.

It is important that you see what I see and that you learn how to identify your own diamonds and gems by their unique physical and optical characteristics. This will eliminate all doubt in your mind as to the identity of your gemstones.

My motto is this: The more you know, the better off you will be.

Quality appraisal and identification documents can eliminate a vast number of problematic situations which can arise. My aim is to make your life and that of your heirs as simple and as stress-free as possible.

Patrick first became interested in rocks, gemstones, mineralogy and geology as a young boy of only 6 or 7 years old, spending countless hours hiking and exploring the beautiful desert southwest. In 1981, he formally began his career in the fine jewelry industry at McArthur Jewelers here in St. George. He furthered his studies by enrolling at the Gemological Institute of America, earning his first degree in gemology in 1988. During his career, Patrick earned the title of Certified Gemologist Appraiser from the American Gem Society and served as the Education Manager for the American Gem Society. Patrick has spent years travelling all over the country teaching seminars and classes on a variety of subjects concerning jewelry and appraisals.

BU SINESS

Southern Utah Gem and Jewelry Appraisals HAIRCUTS - SCALP TREATMENTS BEARD & SHAVE TRIMS

DON’T GET A HAIRCUT. GET A BARBER.

ADAM MATHEWS

76 W Tabernacle, St. George, UT 84770 Mon–Sat 7am - 7pm V I D E O www.ggbarbers.com

Patrick B. Stout, Owner Graduate Gemologist SPECIALIZING IN INSURANCE REPLACEMENT EVALUATIONS AND TRUST & ESTATE DOCUMENTS

For an Appointment, contact Patrick at:

(435) 414-1404

Patrick@suappraisals.com www.suappraisals.com

ADAM MATHEWS V

I

D

E

O

HELPING YOUR BUSINESS ACHIEVE MORE WITH VIDEO ADVERTISEMENTS PROMOTIONS TRAINING & SEMINARS CORPORATE EVENTS

(435) 256 - 7555

www.adammathewsvideo.com Winter 2019

Southern Utah Business Magazine 23

Dixie State University’s

InnovationPLAZA Creating an Entrepreneurial Ecosystem

BY DON WILLIE Executive Director, Technology, Innovation and Entrepreneurship, Dixie State University

24 Southern Utah Business Magazine

Winter 2019

S

t. George is on track to emerge as an entrepreneurial powerhouse—a destination sought after by creative change-makers and adventurous doers. It will be home to groundbreaking technology, revolutionary medical research, and an entrepreneurial ecosystem that will supercharge the regional economy.

The 6,000 square foot makerspace will be open to students, faculty and staff, and the community for a small fee. The makerspace will be staffed by a full-time coordinator and by student innovation ambassadors. Community trainings and workshops will be provided on a regular basis for those interested in learning how to use the equipment in the makerspace.

At the center of this future is southern Utah’s newest economic engine: Innovation Plaza at Dixie State University (DSU), which will come online in early 2019. Formerly known as East Elementary, Innovation Plaza is currently undergoing renovations that will transform this community landmark into a regional business startup hub with a state-of-the-art makerspace.

The makerspace is divided into two sections: “clean space” and “dirty space.”

Clean space includes all of the high-tech and low-debris machines. The dirty space includes any machine that produces dust or a high volume of debris. The clean space will house equipment such as sewing machines, laser engravers and cutters, wide format printers, soldering tools, and five different types of 3D printers, which vary in size from 6 inches to 40 inches

E DU CATION

Innovation Plaza will soon don the name “Atwood Innovation Plaza” in recognition of Trustee Lindsay and Laura Atwoods $3 million dollar donation to fund staff salaries, equipment and renovation of the facility.

in print space and in the types of print materials used. The dirty makerspace will include equipment such as band saws, drill presses, lathes, panel saws, and much more.

This revitalized facility is made possible by a generous gift from Trustee Lindsay Atwood and his wife Laura Atwood.

DSU President Richard Williams recently announced that Innovation Plaza will soon don the name “Atwood Innovation Plaza” in recognition of the family’s $3 million dollar donation to fund staff salaries, equipment and renovation

SALT LAKE CITY

of the facility. The Atwood family gift also helped secure an $875,000 grant through the Economic Development Administration’s Economic Adjustment Assistance Program, which will primarily fund makerspace and research equipment.

In addition to the makerspace, Innovation Plaza will be home to over 10 business incubators, the Business Resource Center (BRC), and the Technology, Innovation and Entrepreneurship (TIE) Center. Not only will individuals be able to build a prototype, but they will be able to work with an experienced business counselor to craft a business and marketing strategy, discuss organizational leadership, and even launch an LLC. This facility will truly be a one-stop-shop for anyone in the community looking to launch or grow their business.

Don was appointed Executive Director of the Dixie State University Technology, Innovation, and Entrepreneurship Center in April 2018. He oversees the St. George Business Resource Center located at DSU and the DSU Innovation Plaza. Don holds a Masters Degree in Public Administration from the University of Utah with an emphasis in international management. Don previously served as the Managing Director at the World Trade Center Utah.

He is the founder and former director of the Emerging Leaders Initiative of Utah and serves as a board member at the Utah Alliance for Economic Development.

Don also owns two small business and is active in local and state politics.

DENVER

LOS ANGELES

PHOENIX

All flights operated by

Winter 2019

Southern Utah Business Magazine 25

FI NANCE

BY Val Hale, Executive Director of the Utah Governor’s Office of Economic Development CEO, Washington County Board of Realtors

As we enter 2019 and reflect upon the prior year, Utah once again finds itself in the spotlight. The state led the nation in private sector job growth and has garnered more attention as the top place for business.

Forbes ranked Utah #2 as the Best State for Business and #1 six out of the last nine years. Our current environment has allowed Utah businesses to thrive and expand while attracting new companies to the state.

Three projects in particular have elevated business in Utah this past year: the $3.6 billion overhaul of the Salt Lake International Airport, the preliminary assessment of the inland port and transportation hub, and the momentum of the Point of the Mountain and prison relocation, which will free approximately 22,000 undeveloped acres along the I-15 corridor. These unique projects provide an unprecedented opportunity to strategically invest in Utah’s future, to accommodate a growing population, and to strengthen and diversify the state’s economy.

Over the next decade, we’ll welcome more visitors from around the globe, create a new multi-modal hub that will speed goods to market and lower costs in a global economy, and strengthen a robust business community that’s the envy of states across the country.

Once completed, these projects will serve us well from 2022 and beyond.

Those accomplishments are only the tip of the iceberg. Homegrown businesses took Utah to the next level this year. The $8 billion acquisition of Qualtrics increased the state’s presence on the international stage, and the initial public offerings (IPO) of Pluralsight and Domo solidify Utah’s reputation as the place to build and grow a successful business.

Utah’s Silicon Slopes are impressive.

The Governor’s Office of Economic Development (GOED) helped create approximately 7,182 jobs during the last fiscal year. The GOED board recently approved a $337 million Convention Center and Hotel, allowing Salt Lake City to welcome larger conventions to the state.

Southern Utah is also expanding. For example, Washington County has the state’s 5th highest gross domestic product (GDP), 5th largest population and the 4th highest population growth rate in the state.

operating costs, Southern Utah is fertile economic development ground. The growth of the tech industry with a new regional Silicon Slopes chapter in St. George, expanding manufacturing in the area, and redevelopment of areas through the Mega Sites program are opportunities for further development. The potential for sustainable specialization in Southern Utah is within reach.

As we look to the future, Utah’s economic outlook is bright.

Val Hale is the executive director of the Utah Governor’s Office of Economic Development (GOED), which promotes state growth in business, tourism, and film. He received his bachelor’s degree in public relations in 1981 and a master’s degree in communications in 1987, both from BYU. A successful leader, Hale has made many cherished contributions to the Utah Valley area throughout his career. Most recently, Hale has drawn from his many years of service to author Living a Life That Matters: 7 Keys for Purposeful Living. Hale and his wife have three children and 11 grandchildren, and they currently reside in Orem, UT.

GOED works with every county to identify critical economic needs throughout the state. With proximity to a well-educated workforce, existing infrastructure, and low

2018 Utah Economic Review 26 Southern Utah Business Magazine

Winter 2019

Become

SWITCH TO

TDS BUSINESS HIGH-SPEED

UNSTOPPABLE

Better Business Internet from TDS

INTERNET

TODAY!

®

1-844-672-9195

HelloTDS.com/switch

50 Mbps | $39.95 /mo. when bundled with phone service

60 DAYS RISK FREE Limited-time offer valid for new TDS Cable business customers only. 60-Day Money Back Guarantee: If you are not completely satisfied with your TDS experience within the first 60 days, TDS will give you your money back for services billed within the 60-day window. Customer must provide notice of disconnection prior to 60 days after installation and request the “Money Back Offer” at time of disconnection. Pay-per-view charges, international calling charges and charges for unreturned equipment will not be refunded. Please allow 6-8 weeks for refund delivery. Offer cannot be utilized multiple times. Price listed refl ects 3-year term rate when Internet bundled with TDS phone service and a 3-year term agreement required. If customer terminates the bundle or any individual service that is part of the bundle, price lock is void and promotional pricing may no longer apply. Pricing does not include taxes, surcharges or federal and state charges. High-Speed Internet availability varies and speeds shown may not be available at all service addresses. Certain speeds are only offered in areas served by TDS Fiber.

Actual speeds experienced by customers vary and are not guaranteed. Speed ranges shown are expressed as “up to” to represent network capabilities between customer location and the TDS network. Speeds vary due to factors, including: distance from switching locations and external/internal network conditions. In order to maximize Internet speeds above 100Mbps, a gigabit wired Network Interface Card (NIC) and or a more advanced wireless NIC, preferably 802.11ac or higher is needed. Delinquent accounts may lose service. Certain services not available in all areas. Price may vary by serving area and is subject to change without notice. TDS® is a registered trademark of Telephone and Data Systems, Inc. Copyright © 2018, TDS Telecommunications Corporation, All Rights Reserved.

180846/7-18/10186

Winter 2019

Southern Utah Business Magazine 27

Todd Francis Johnson Wealth Management Advisor, Northwestern Mutual

TJ Johnson Founder, Realize Foods

1060 S Main St Plaza Bldg 2 Ste 401 St. George, UT 84770 (435) 628-8248 www.toddjohnson-nm.com

617 E Riverside Dr., Ste 104 St. George, UT 84790 (435) 236-5501 www.realizefoodco.com

ABOUT I am a wealth management advisor and a managing director with the Northwestern Mutual Financial Network. The mission of the network is to develop enduring relationships with clients by providing expert guidance for a lifetime of financial security. I work with clients to identify their definitions of financial security and then focus on solutions that can help make those financial goals a reality. I help find the right solutions for personal, family, or business needs.

SERVICES Business Succession Planning, Wealth Management, Estate Planning, Retirement Planning, Business Continuation Planning, Business Risk Management, Financial Planning, Life Insurance Planning, Investment Strategies, Disability Income Planning, Education Funding, Long Term Care Planning, Employee and Executive Benefits Planning.

FAMILY LIFE Todd Johnson is the father to three beautiful girls— ages twelve, nine, and six. Life is a joy at the moment.

As a family, the Johnsons are doing their best to savor every moment. Todd and his wife, Erin, enjoy a number of activities with their children. Both Todd and Erin enjoy mountain biking, but Erin takes it more seriously, competing in several triathlon races a year.

Although Todd enjoys biking, he would rather be on a horse and is currently training a three-year-old mare.

Todd loves the water and is an avid fly fisherman.

Another passion of Todd's is training hunting dogs.

His most recent project is Blitz, a two-year-old Griffon Wirehaired Pointer that is the best dog Todd has ever hunted behind. With two horses and two dogs, animals seem to be a theme in the Johnson family.

28 Southern Utah Business Magazine

Winter 2019

ABOUT TJ Johnson is the founder and/or owner of several direct sales companies with over two billion dollars in sales. He graduated from BYU-Hawaii before starting in direct sales while working for Stephen R. Covey. TJ has three young boys and an incredibly supportive wife. His enjoys taking long road trips with his family and eating BBQ. He is passionate about preparedness and preaches it’s principles every chance he gets.

SERVICES Realize Foods educates others on the importance of food storage and proactive preparedness, helps others prepare emergency food plans, and emphasizes the importance of building a food storage solution on a budget each individual or family can afford.

FAMILY LIFE Not long ago, I was at my house in Florida as a devastating category five hurricane directly approached the state, and my home was almost directly in one of its estimated paths. Five days out, we started seeing it get busier at the grocery stores.

Three days out, shelves began looking empty. Two days out, there was almost nothing left in the stores worth buying. I saw how much our entire food and grocery system was reliant on regular deliveries. When those deliveries stopped making it to Florida, the food started running out quickly. During my lifetime, I have also survived two major earthquakes in Southern California and one in New York City. I have been in two major category hurricanes—one in Hawaii and one in Florida. These experiences are unnerving and flat out scary but the aftermath is sometimes the hardest part. Realize Food Company was started to make sure people are prepared for anything life throws at them.

businessprofiles

Koby Taylor, R.Ph. Fusion Pharmacy

Joel Deceuster Major Gifts Officer, IHC Live Well Center

617 E Riverside Dr., Ste 104 St. George, UT 84790 (435) 656-2059 www.fusionspecialtypharmacy.com

652 S Medical Center Drive St. George, UT 84790 (435) 251-3793 www.intermountainhealthcare.org

ABOUT Fusion Specialty Pharmacy is a compounding leader in the community and seeks to build long-lasting relationships with physicians and patients. We work diligently to deliver a high-quality product to our patients. We actively work with insurance companies to encourage them to cover your prescription medications. We also offer free local delivery.

SERVICES The Fusion Pharmacy Quality Care Program assures quality ingredients, quality staff, quality formulations, quality care, and quality facility. We will focus on each individual patient as if they were the only patient.

Fusion Pharmacy will also verify that the medications being taken are the correct dosage, duration, and indication. Our advanced clinical staff will stay abreast of the patient’s complete medication history and facilitate any interventions with their physician.

ABOUT Intermountain LiVe Well Centers are here to help you live the healthiest life possible. We focus on helping people make healthy lifestyle choices, such as exercise and nutrition, that not only prevent disease but also increase energy. We want you to enjoy all that life has to offer!

SERVICES Regardless of your age or fitness level, the St. George LiVe Well Center has programs to help you live the healthiest life possible. Our services focus on improving health and wellness through physical activity, good nutrition, better sleep, and managing stress. Using sports medicine specialists and sports performance labs, we also focus on helping athletes at every level perform their best.

SOMETHING I'M PASSIONATE ABOUT Passions come in all types and sizes. Mine just happens to come in the form of roses. I’ve managed to plant over 170 rose bushes (and I’m not done yet) in my St. George garden, and all are lovingly selected to compliment the colors and moods of the southwestern sunset. The rose bushes surround my adobe home, and twice a year they bloom in harmony with one another—once in the spring during the two weeks prior to and following Mother’s Day and once during our second spring here in St. George, which is midSeptember through late October. My neighbors wait anxiously for both of the “big blooms” that welcome them to their Tonaquint Terrace neighborhood. Planting rose bushes is my form of therapy, which never fails to solve my problems. There’s something about digging in the dirt and planting living things that just seems to do it for me. Any real gardener will attest to the therapeutic effect that cultivating a garden can produce.

Winter 2019

Southern Utah Business Magazine 29

businessprofiles

Dr. Richard “Biff” Williams President, Dixie State University

Paul Hatch President, Corporate Alliance

225 South University Avenue St. George, UT 84770 (435) 652-7500 www.dixie.edu

1487 S Silicon Way St. George, UT 84770 (435) 256-6225 www.corporatealliance.net

ABOUT

ABOUT

Dr. Richard “Biff” Williams began his term as the 18th president of Dixie State University on August 11, 2014. Since then, the University has added 20 bachelor’s degrees, adopted its signature “active learning. active life.” approach to education, rebranded the athletic identity to the hugely successful Trailblazers, and increased student enrollment by 16 percent in the last three years alone.

SERVICES Dixie State University is a premier open-enrollment teaching institution that offers more than 200 academic programs at one of the lowest tuition costs in the Western United States. Dixie State provides personalized and engaged learning experiences, is on the forefront of technology, health education, and entrepreneurship, and incorporates cutting-edge learning practices across all disciplines. Consequently, students graduate prepared for rewarding careers and enriched lives.

SOMETHING I'M PROUD OF My top priority when I first arrived on campus back in 2014 was to conduct a listening tour to effectively assess the needs of our community as Dixie State University continues to grow. Taking the time to get to know our wonderful campus community and hear their dreams for the future of the institution was the absolute best thing I could have done. Learning from those who had already been in the trenches doing the important work of making our university a valued asset in the community led to creating the best strategic plan possible for our university. Additionally, it was very important to me that Dixie 2020: Status to Stature was OUR strategic plan, not MY strategic plan. By incorporating ideas from throughout the entire campus into the plan, our faculty and staff already felt ownership and were excited to roll up their sleeves and work hard to accomplish the goals outlined within the plan. This proved to be paramount to the plan’s success.

30 Southern Utah Business Magazine

Winter 2019

We help accelerate your ability to build a network of individuals who will advocate for your success. We help you create the only kind of relationships worth cultivating: the kind that last.

SERVICES

Different levels of eligibility provide opportunities to get out of the office and create long-lasting relationships: breakfast and lunch meetings to help you make connections with individuals from other businesses; summits, retreats and peer groups; and bootcamp training meetings to teach members how to get the most out of their Corporate Alliance experience.

A TIME I GOT AWAY WITH SOMETHING Years ago, my dad purchased two tickets to the Brigham Young University vs. New Mexico football game for himself and my mother. She wasn’t interested in going, so he asked me to go in her place. He had already purchased 2 plane tickets to New Mexico for the both of them. When he called the airline to change the name on her ticket to mine, they informed him that there was a $500 name change fee. Of course, he was upset and refused to pay. He asked the airline employee, “Well, what if my son dressed up as my wife, and we just went that way?” The person on the other line said that was the only way I was going to be able to use the ticket. On the day of our flight, I wore a trench coat, sunglasses, makeup, and a wig. No one seemed to suspect a thing, and I got through security dressed like a woman! (This was before 9/11, mind you.) When my dad checked us in at our gate, I stood back so that they couldn’t get a good look at me. He was handed our boarding passes, and we were ushered onto our plane with no problem! However, when we were starting to board, I was approached by an employee who asked to see my ID. I showed her my moms, and she said, “No, I need to see your real ID.” Thinking we were busted, I complied.

After checking my real ID, she looked at me and said, “Well, now I’ve seen it all!” She ended up changing the name on the ticket without charging the $500 fee. I was grateful that I didn’t have to dress up like a woman to come back home!

BU SINESS

BY JUD BURKETT

T

echnology can provide nearly every business with new and innovative ways to make the customer buying experience faster, easier, and more enjoyable. Since satisfied and happy customers lead to an increase in sales, there is no doubt that technology can make a business more profitable and successful.

Don’t Mistake

Amazon is the perfect example of how technology can shape a business. Amazon gives buyers what they want: the ability to quickly, easily, and affordably purchase just about any product on the planet.

Look under the hood a little though, and you’ll find they’re a great customer service company as well. For starters, they provide a forum for reviews and ratings, they make returns almost as easy as buying, and with Amazon Prime, they provide free shipping.

Great Tech for

Great Customer Service

Great communication is certainly the biggest key to being a great customer service company, and Amazon excels in this department as well. Pick any means of communication, and Amazon is using it to communicate with customers. Scroll through their Facebook page, and you’ll see that each and every customer who’s posted a complaint has gotten an almost immediate response. Amazon’s Twitter feed is just as impressive. Search for an Amazon Echo on amazon.com, and you’ll find the answers to nearly 1000 customer questions on the product’s web page. Give them a call, send them an email, post a message on any platform, and you will get quick and effective communication.

Winter 2019

Southern Utah Business Magazine 31

BUS INESS

But imagine for a moment what might happen if Amazon ceased to be a great customer service company and began to rely solely on their technological advantages to fuel profits. Imagine Amazon charging customers for return shipping. Imagine a total lack of response when messaging Amazon on Facebook, waiting hours

on hold to talk to a customer service representative, and unannounced downtime at Amazon Web Services. It’s not hard to imagine Amazon’s profits plummeting.

Every business has a public image, and when customer service is ignored, it can quickly turn a darling into a dud overnight.

While great customer service is key for large tech giants, it’s equally as important for small, local businesses as well.

For ACES Companies, a southern Utah based energy efficiency and solar installation company, happy customers are essential.

According to consumerreports.org, the top customer service complaint¹ among respondants was not being able to get a human on the phone.

¹https://www.consumerreports.org/cro/news/2015/11/top-customer-service-complaints/index.htm ²https://www.newvoicemedia.com/en-us/resources/serial-switchers-swayed-by-sentiment-how-bad-emotive-customer-experiences-are-costing-brands-billions

32 Southern Utah Business Magazine

Winter 2019

BU SINESS

“Our goal is to make our customers’ lives better and to save them money,” said Josh Harris, President of ACES. “While that usually involves a sale, we place the emphasis on solving their problems first and let the sale handle itself.”

you note a few weeks ago,” she said.

“The customer posted pictures and an awesome shout-out and tagged our page on Facebook just a few days later. That’s million dollar advertising money can’t buy.”

Ryanne Day, account and referral manager at ACES, agrees with Harris. “Ask any business owner what is most important to them, and they will say customer service,” she said. “Everyone says it, but you have to live it and commit to it. You have to follow through, and you have to communicate with customers clearly and frequently.”

In today’s tech heavy landscape, sending an automated thank you email to a customer following a purchase, setting up auto-replies with a canned response when a customer sends a question to your company’s Facebook page, or using a bot that chats with visitors to your website can be a means to help provide great customer service. However, businesses who ignore the old-fashioned ways of communicating with customers—like a phone call or a personal email—and who fail to solve their customers’ problems in a timely fashion do so at their own peril.

Day pointed to one example of how great customer service can provide dividends. “We sent a customer a small box with a couple of gourmet fudge brownies and a handwritten thank

Jud spent over 20 years working as a photojournalist, reporter, and editor at the Spectrum & Daily News before embarking on a career in marketing and advertising. He is currently the vice-president of marketing at ACES Companies. He’s an avid trail runner and enjoys spending time hiking through southern Utah and boating at Lake Powell with his wife, Jill, and their two sons, Ethan and Max.

NewVoiceMedia’s 2018 “Serial Switchers” report² reveals that poor

customer service cost businesses more than $75 billion a year, up $13 billion since it last reported in 2016.

Winter 2019

Southern Utah Business Magazine 33

ECO NO MICS

Still Strong After All These Years

BY LECIA PARKS LANGSTON SENIOR ECONOMIST, UTAH DEPARTMENT OF WORKFORCE SERVICES

The southern Utah economy continues chugging along as the Great Recession fades to a long-gone memory. Job growth remains robust, unemployment is low, construction appears healthy, wages are growing, and sales keep improving.

Strong growth can generate its own drawbacks. Perhaps the most notable disadvantage for employers is the tight labor market where workers are scarce and demand drives up wages. Plus, when expansion is too rapid, an overheated economy may become ripe for a downturn. However, there is nothing in the data to even hint at a reversal yet. In the second quarter of 2018 (the most recent job counts available), both Iron and Washington counties showed employment gains notably higher than their long-term averages.

Lecia Langston is currently a regional economist for the Department of Workforce Services.

Ms. Langston has been an economist with the Utah Department of Workforce Services for more than 30 years. During six of those years, she served as chief economist for the department before moving to the St. George area.

Ms. Langston previously served as president and officer of the Wasatch Front Economic Forum, as well as advisor of the Governor’s Economic Coordinating Committee. Lecia is a native Utahn, born in Richfield. She graduated from Utah State University with a Bachelor’s degree in economics and political science.

There may be some negligible chinks in Washington County’s employment armor as three major industries show job losses. In addition, new home permits seem to have plateaued in recent months (at a level that matches the best post-recession year). In contrast, Iron County’s home permitting appears on fire, although nonresidential permit values have declined so far this year. Overall, both these counties’ indicators point to very healthy economies.

For more information on Washington and Iron Counties’ economies, visit jobs.utah.gov/wi

34 Southern Utah Business Magazine

Winter 2019

ECONOMICS

Washington County

Iron County

The June 2017 to June 2018 change in Washington County employment appears to be 7.3 percent, a gain of more than 4,500 jobs. Some of this gain is due to improved counting of state government employment at the county level.

Without that adjustment, the county’s job growth measures in at still a very robust 4,100.

Construction, professional/business services, retail trade, and leisure/hospitality services were among the major job producers while manufacturing, information, wholesale trade, and local government all lost employment.

The county’s low September 2018 unemployment rate of 3.5 percent continues to reflect the area’s very tight labor market.

Between the second quarters of 2017 and 2018, Washington County average wages increased by 5%.

Residential construction approvals for the first eight months of 2018 are about the same as they were in 2017.

Non-residential construction values are up 71% 2018.

Washington County gross taxable sales growth continued in double-digit territory. Between the second quarters of 2017 and 2018, sales increased by more than 10 percent.

V. Lowry Snow J. Gregory Hardman Jonathan P. Wentz

Between June 2017 and June 2018, Iron County created more than 1,100 new jobs for a growth rate of 6.3 percent. At the heart of this gain was leisure/ hospitality services. In addition, construction, healthcare/social services, professional services, and manufacturing made strong contributions to the new jobs total. Only a few industries suffered very minor job losses.

While Iron County’s jobless rate ticked up slightly midyear—at 3.6 percent in September 2018—it measures lower than the United States figure.

Between the second quarters of 2017 and 2018, average wages improved by nearly 3 percent.

In the first eight months of 2018, Iron County doubled the number of residential permits approved in the same time frame in 2017. On the other hand, nonresidential permit values are down almost 60 percent from the county’s solid 2017 showing.

However, robust residential activity kept the total permitting figures in the black.

Gross taxable sales turned in another strong showing with a second quarter year-to-year increase of nearly 9 percent.

Curtis M Jensen Matthew J. Ence Devin Snow

Lewis P. Reece Cameron M. Morby Jeff R. Miles

S o u t h e r n U ta h ’s P r e m i e r B u s i n e s s a n d E s tat e P l a n n i n g L aw F i r m Business Law and Disputes

Real Estate and Construction Law

Government Regulation/Land Use Planning

Commercial Transactions

Litigation and Mediation

Estate and Tax Planning

435.628.3688 | www.SnowJensen.com | St. George

Cedar City

Winter 2019

Kanab

Southern Utah Business Magazine 35

ECONO MICS

BY Danny Stewart Economic Development Director

A number of new buildings have sprung up along Cedar City’s south Main Street during the past few years, changing the appearance of the community’s southern entrance and drawing more people to a variety of businesses in the area.

For years, the stretch of Main Street between Interstate 15 and 860 West was home to a gas station, a couple of hotels, an auto repair shop, and a few other small businesses. Since late 2015, two new hotels, a bank, a car wash, and two new restaurants are filling in the gaps in this section of town, dressing up the corridor and encouraging new development.

Developer Sandip Patel completed the new La Quinta Inn and Suites on the corner of Main Street and Old Highway 91 in late 2015. “We pioneered hotel development in this area 20 years ago when my father constructed Days Inn in 1998 because he saw great potential here,” explained Patel. “It is the gateway into our city for visitors from the south.”

Less than a year after La Quinta opened its doors, State Bank of Southern Utah held the grand opening for its new south main street branch to address the need for a convenient drive-up teller service and an ATM on the south end of town. “The south main office has the most convenient hours in Cedar City,” explained Tyler Brown, Director of Marketing for the bank. “We have full banking services available on Saturdays and extended lobby hours on weekdays.”

Cedar City’s South Entrance is Getting a Facelift 36 Southern Utah Business Magazine

Winter 2019

ECONOMICS

Bulloch Drug (pictured here in the 1950's)is still prospering on Cedar City’s main street.

The new State Bank office anchors the Windmill Plaza development on the west side of Main Street. As construction of the bank was finishing up, new construction for the Courtyard

by Marriott began, and that hotel is celebrating its first anniversary this month. Jim Burgess, President and CEO of Safari Hospitality, says there has been increased interest in the remaining properties that complete Windmill Plaza. Three more parcels between an acre to an acre and a half each are fully

developed and shovel ready for commercial, restaurant, or office space.

Just up the street, the new Tagg-N-Go car wash recently opened for business in a beautiful new facility. The development of the Tagg-N-Go resulted in the removal of a portion of frontage road along Main Street, creating new access points to the car wash and opening up a neighboring acre and a half for development. Rick Lunt of D&B Real Estate has that property listed as two separate parcels.

“Taking out that section of frontage road not only improves the access to businesses along south Main Street, but it modernizes this section of town and gives it a real facelift,” Lunt said.

Immediately across the street from the car wash, the new Culver’s plans to open its doors in the coming weeks. It replaces a collection of older buildings and is a dramatic improvement for this section of Main Street.

All this new development is adding an attractive new entryway to a growing selection of shopping options at the south end of Cedar City. Newer retail stores here, including Boulevard Home Furnishings, Christensen’s, Ross Dress For Less, Sportsman’s Warehouse, TJ Maxx, and more, bring more depth and variety to shoppers and add millions of dollars to the Cedar City economy.

Winter 2019

Southern Utah Business Magazine 37

R E A L ESTATE

BY Vardell H. Curtis CEO, Washington County Board of Realtors

It’s no big secret that southern Utah is a very desirable place to live, and the phenomenal population increases that often lead the nation per capita are certainly nothing new either.

While this growth can sometimes be problematic to our infrastructure, it certainly is a significant positive economic indicator. Now that the last recessionary period has ended, equity in most homes has once again risen to the positive and in many circumstances, has become the primary investment tool representing the greatest wealth asset for homeowners.

Vardell H. Curtis has been serving as the Chief Executive Officer for the Washington County Board of REALTORS® since 1996 and is currently the longest serving executive officer in the Utah Association of REALTORS®. A recipient of the REALTOR® Certified Executive Designation in 2004, Curtis is the only one with this certification in Utah. A graduate of Duke University’s Office of Continuing Education in the program of Nonprofit Management, Curtis is also the recipient of the UAR Presidents Award in 1997 and again in 2017. Curtis was also inducted into the National Association of REALTORS® REALTOR® Political Action Committee (RPAC) Hall of Fame in 2015.

38 Southern Utah Business Magazine

Winter 2019

Just like the investment disclaimer that “past performance is no guarantee of future results,” so, too, is this true in the real estate world. Many factors weigh significantly on this industry, not the least of which are interest rates (the cost of money), availability of resources (water and land), cost of building materials, the availability of trained subcontractors, and the regulations governing how and where development may occur. Additionally, election outcomes can and will play a role in our real estate future.

R E A L ESTATE

$326,981 AVERAGE SOLD PRICE FOR SINGLE FAMILY HOMES

+12.4% YEAR TO DATE INCREASE IN HOME PRICES

58

AVERAGE NUMBER OF DAYS A HOME IS ON THE MARKET

For today, here is what we do know: Home prices have increased 12.4% year-to-date in Washington County while absorption rates (homes for sale) has decreased 8.09%. At current selling rates, we have 3.18 months of inventory available. Our median sold price is $290,000 while our average sold price is $326,981.

Average days on market is 58, which represents a negative drop of 13.43% from this same period just one year ago.

What does this all mean? I believe 2018 will represent the final period for tremendous economic growth in real estate. Rising prices and interest rates coupled with salary stagnation could create an environment for slower market growth. The key here is that the market will continue to grow but at a much slower and perhaps more manageable pace. At the end of the day, when I hear about blizzards or tornadoes or hurricanes or other horrible natural disasters, I look out my window and realize that southern Utah always has been and will continue to be a pretty great place to live.

Winter 2019

Southern Utah Business Magazine 39

NET WO RKING

NOT WHEN BUT

How TO

Piv t

BY BRENDAN DALLEY

If you own a business, work for a business, or are thinking about starting a business, you will occasionally experience the need to pivot. A pivot occurs when a company makes a fundamental change to their business after determining that they aren’t getting the results they would like from their current business model or that their product isn’t connecting with its intended market. Winston Churchill once said, “To improve is to change; to be perfect is to change often.” While a change in direction can sometimes be difficult, the fact is, you will have to pivot in order to be successful.

There are many factors that will cause you to shift your direction and focus.

Some of these factors might include: A Change in the Market or in Technology The Loss of a Competitive Edge The Need to Create Growth A Loss of Employees A Decline in Business Processes An Unsustainable Business Model Feeling Burned Out, too Comfortable, or Bored.

Often a business becomes too entrenched in their current course and in their traditional methods of operation. They use a number of phrases to justify staying the course despite the obvious need to pivot. I often hear these excuses: “This is how we’ve always done it.” “We’ve been successful doing it this way, so why change?” “If it’s not broke, don’t fix it.” I think Hollywood Video may have used some of these excuses. Successful pivoting requires acceptable awareness; acknowledging your need to pivot and the reasons for the change.

A successful pivot also requires that you don’t pivot alone, even if you are a one person show. Your thinking is skewed through your own knowledge and experiences. When it comes to creating the best outcome, you will need to utilize the insights, perceptions, skills, and knowledge of others. If the group works 40 Southern Utah Business Magazine

Winter 2019

N ET WOR K ING

together effectively, the sum of ideas will always outweigh what an individual can come up with on their own.

A favorite technique I use to come up with creative solutions is a process known as Six Thinking Hats®. This technique was developed by Edward de Bono in 1985 and published in a book by the same name.

Using de Bono’s method, the problem/ solutions process is approached without emotion as each group member is assigned a different role (thinking hat). If you don’t have enough people to wear all the hats, you can rotate through each thinking hat role.

The role of each hat is as follows: is all about facts and calls for information known or needed.

This thinking process is perfect for defining where you currently stand and determining the direction in which you would like to pivot.

The White Hat

takes an optimistic (sunny) viewpoint by exploring the positives of an idea and probing for additional values and benefits.

The Yellow Hat

The Black Hat plays the devil’s advocate.

The person wearing this hat is looking for reasons why something may not work. This role is extremely important because it can help identify potential difficulties, dangers, and failures.

is based on feelings, hunches, and intuition. When wearing this hat, the team member can express emotions and feelings and share fears, likes, dislikes, loves, and hates about suggestions or ideas.

The Red Hat

is one of creativity and focuses on the possibilities, alternatives, and new ideas to Black Hat problems. It also builds off other ideas shared from the other hats.

The Green Hat

is used to manage the thinking process. It’s the control mechanism that ensures the Six Thinking Hats® guidelines are observed. The goal of this technique is to find the best solution, NOT the perfect one.

The Blue Hat

This leads to the most important step: Take action! With all the new information generated from your thinking hats, you can now organize and create an executable game plan. However, be aware of new information that comes your way as a result of your action and be willing to adjust.

Success in your business will be affected by multiple factors.

Learning how to pivot will increase the chances that you will come out better, stronger, and more profitable.

Yes we have a new look, but we are still old-fashioned in all the right ways.

Cache Valley Bank is growing up, yet we are still the full service community bank you’ve come to know.

With four branch locations serving Southern Utah: 710 W Telegraph Washington, UT

294 E Tabernacle St. George, UT

1224 S River Road St. George, UT

1091 N Bluff Street St. George, UT

(435) 656-5515

(435) 673-9610

(435) 627-1100

(435) 652-8200

Winter 2019

Southern Utah Business Magazine 41

CALENDAR OF EVENTS JANUARY 2019 JAN St. George Area Economic 10 Summit Dixie Convention Center - 1835 Convention Center Dr St. George, UT Washington County is rising within Utah’s statewide economy with the fastest growing population and new opportunities for businesses.

Now in its 23rd year, the Economic Summit is Southern Utah’s largest business gathering and the best place to get the information you need to plan for success in 2019.

For more information go to www.growsga.com

JAN Young Professionals: 15 Personal Development Lunch 11:30 AM - 1:00 PM St. George Area Chamber of Commerce Training Room - 136 N. 100 E. St. George, UT Fees/Admission: Free to Young Professional Members $15 Non-Members For more information, call Monte at (435) 628-1650 ext. 3, or go to stgeorgechamber.com

11:30 AM - 1:00 PM St. George Area Chamber of Commerce 136 N. 100 E. St. George, UT 84770 In 2018, the St. George Area Chamber of Commerce elevated events by collaborating with CustomFit, offering Lean training, inspirational speakers and a business summit that offered small businesses invaluable information. For nearly 100 years, the Chamber of Commerce has promoted local investment in companies and when issues in the community arise concerning your business, the Chamber is your local, state and federal government advocacy group. With an approximate membership of 950 businesses and individuals, they encourage the development of a strong and diverse business community. Join Chamber Director Pam Palermo for a “State of the Chamber” at this luncheon where she’ll address the Chamber’s growth and a vision for 2019.

Fees/Admission: $15 Chamber Members $20 Non-Members For more information, call Susi Lafaele at (435) 628-1650, or go to stgeorgechamber.com

FEBRUARY 2019 FEB "State of the City" Address ft.

6 Mayor Pike

JAN Legislative Preview 16 7:30 AM - 9:00 AM SelectHealth Auditorium 1424 E. Foremaster Drive St. George, UT Come and hear from our State Representatives as they discuss what will take place in the State Legislative Session this year. All are invited to attend.

JAN Chamber Inspiration 16 Luncheon ft. James Garrett 11:30 AM - 1:00 PM Dixie State University Gardner Center Ballroom 225 S. University Avenue, St. George, UT Helping us kick of our 3rd Annual Healthy Business Challenge, our presenter will be James Garrett. James will help us learn how to make and keep healthy habits. Also at this luncheon, learn from businesses how you can succeed in becoming healthier.

Fees/Admission: $15 Chamber Members $20 Non-Members For more information, call Susi Lafaele at (435) 628-1650, or go to stgeorgechamber.com

42 Southern Utah Business Magazine

JAN State Of The Chamber 30

11:30 AM - 1:00 PM Dixie State University Gardner Center Ballroom 225 S. University Avenue, St. George, UT Come join the Chamber of Commerce on Wednesday, February 6 at 12 pm as we host St. George Mayor Jon Pike for his second annual “State of the City” address surrounding the theme "The Brighter Side." Transportation, water, housing, healthcare, sustainability, education, workforce, job creation and quality of life are just some of the challenges and opportunities facing St. George and surrounding areas for the foreseeable future. At this year’s State of the City Address, Mayor Pike will present the City’s recent accomplishments in the areas of public safety, arts, parks, recreation, conservation, transportation, infrastructure and economic development and outline what’s on the horizon for St. George moving forward.

Join us and you’ll find out why we call St. George, The Brighter Side!

Fees/Admission: $15 Chamber Members $20 Non-Members For more information, call Susi Lafaele at (435) 628-1650, or go to stgeorgechamber.com

SPONSORED BY:

FEB Young Professionals at Utah 6-7 State Capitol Salt Lake City, UT Join other young professionals for two days of fun at networking at a Utah Jazz Game and meeting our state legislators at the Capitol.

Wednesday, February 6: 6:00pm--Vivint Smart Home Arena, 6:30pm--Meet with Utah Jazz President Steve Starks, 7:00pm--Game time! (Seats are located in section 109 and are all together) Thursday, February 7: 8:00am--Meet at the Utah State Capitol. We'll meet with local leaders, see how bills are brought forth and enjoy lunch.

Fees/Admission: $25 Jazz Ticket $80 Round-trip transportation with St. George Shuttle

$120 One-night stay Holiday Inn Express Downtown (dbl occupancy) For more information, call Monte at (435) 628-1650 ext. 3, or go to stgeorgechamber.com

FEB 2019 Transportation Expo 12 "Speak Up Dixie" 11:00 AM - 6:00 PM Dixie Convention Center - 1835 Convention Center Dr St. George, UT Do you drive, walk, bike or use public transportation in Washington County? Do you have ideas or need more information regarding current or future road projects? Then the Dixie Regional Transportation Expo is the place for you. The Expo is designed to aid citizens in becoming better informed on current and future transportation projects and give them a voice in regional transportation planning. The 2019 Transportation Expo also offers a unique opportunity for people to gain a first-hand understanding of a variety of transit projects, road projects, traffic light projects, and bike trail developments – and render informed comments on these projects that will help planners envision Dixie’s future. This year, planners and community leaders will again seek public input on projects along River Road, River Road Bridge, Washington Parkway, Washington Dam Road, Washington Main Street widening, Old Highway 91 in Santa Clara and Ivins, the extension of the Southern Parkway through Hurricane, State Route 9 through Hurricane, and many other local projects.

Fees/Admission: Free to the public For more information call (435) 627-4050, or go to www.dixietransportationexpo.com

To learn more about Community Events, please visit www.stgeorgechamber.com Winter 2019

Winter 2019

Southern Utah Business Magazine 43

REALTORS

44 Southern Utah Business Magazine

BUYERS

Winter 2019

SELLERS

LENDERS

DEVELOPERS