Customer Service

6 Simple Actions to Kick Start an Awesome 2016 for Your Business

Unfortunately that holiday break is now a distant memory. On the bright side, now is the time to channel that new found energy into ensuring an awesome 2016 for you and your business.Taxation Accountant Brisbane North

“ Yeh Yeh Yeh,” I hear you say. It’ll be right – we just need to keep doing what we are doing.

Maybe, Maybe not!

I was privy to be a part of a discussion between 15 savvy business owners who were asked “What are you going to do in 2016 to improve your business?” Here’s what they said:

  1. Get out more face-to-face with prospective customers or referrers. Physically cold call prospects – be visible. Make sure you dress appropriately when doing this – example given was if you are a plumber, don’t be visible to prospects from a job which has left you dirty and smelly – dress in clean uniform or business like to project the image you wish to give as the first and lasting impression. Also, ask the prospect questions where they are compelled to give an answer (ie, open questions). For example: don’t ask “do you know anyone who would be interested in my product/service” – ask “Who do you know who would be interested in my product/service”.
  2. Set and write down your goals and actions for the year. Schedule actions and activities where possible to ensure they get done. If you are in a business where you have repeat regular customers, schedule these customers in as much as possible and then look at your gaps for follow-up and filling.
  3. Schedule regular time in your diary to work on your business. Treat your business as a customer and give it time and invest in its success. Develop processes and systems where possible in your business to free up time and ensure consistent quality service.
  4. Continuously know your clients and communicate with them. Build a very detailed database of your clients. Have frequent contact with them over a coffee/event, through an email or newsletter, maybe a phone call, through a birthday/Christmas/special occasion card etc. Provide interesting, timely and relevant information to your clients so they know they are not just a dollar to your business.
  5. Look at your expenses and see where you can reduce some. Conversations around me at the moment centre on Australia Post and the increase in fees/stamps. Businesses I know who traditionally mailed invoices, quotes etc are now turning to email to reduce costs.
  6. Look after yourself. As business owners, the buck stops with us and generally we are the last to be paid and the last to be cared for in the business. But, if you were to take ill or for some reason not be able to be there for your business, could it survive? Look after you – (physically, mentally & spiritually) – sleep, exercise, relax, eat well, drink lots of water, take a time-out, have that massage, read, ask yourself – does this have to happen today or could it wait until tomorrow, take time to hug your partner and/or kids and let their days fill-up your mind for a while rather than thinking about your business.

Wishing you well for an Awesome 2016!

Contributors from the Albany Creek Business Contacts – Sally Balwin (Balanix Solutions) Kathy Patterson (Brendale Stationery Supplies) Matthew Fox (Brisbane hosting & Web Design) Kirsty Newbery (Caring Cottage) Brad Davies (Conquest Pest & Termite Control) Nathan Dobbins (Core Computers) Scott Deaves (David Deane Real Estate) Oriano Giammichele (GT Racing, Mobile Mechanic)  Rhennen Ford (Streten Mason Lawyers ) Jason Matthey (InsuranceWeb) Tracie Palmer (Cornerstone Home Loans) Tracey Carter (Scrub Mutts) Deborah Marler (Just Blue Home Services) Allan Hewish (Pinnacle Phone & Data) Warwick Royal (Plumbaround)

 

Albany Creek Business Contacts consists of local quality and reliable businesses who provide a wide range of services from home and residential services to B2B and commercial services. Our service areas cover primarily Albany Creek, Eatons Hill, Brendale, Aspley, Warner, Chermside, Strathpine, North Lakes. However many members will cover greater areas.

Albany Creek Business Contacts meet fortnightly on a Wednesday morning for a 7am breakfast and networking meeting.

Balanix Solutions – Accountant, Business Advisor, Bookkeeping.

Situated in Strathpine on Brisbane North, we partner with our clients to assist them in their accounting, business management and bookkeeping needs. Our clients vary in industries from professional services (such as law, vet and dentist) to the trades (mechanic, bricklaying, plasterer etc), hospitality and retail. Are clients are located in the Pine Rivers area (including Brendale, Lawnton, Albany Creek and Eatons Hill) through to Kallangur, Petrie, North Lakes and Caboolture, as well as Brisbane South, the Gold Coast and various other parts of Queensland.

Call us today … we can help (07 3264 4783)

How Small Business Value Competes with Price

Small Business CompetitionIn most industries, there is a big player usually taking market share based on price. You’ve seen the ads –

Bunnings – Where lowest Prices are just the beginning.

Officeworks – Big Ideas, Lowest Prices

Specsavers – Stylish Frames, Great Prices … and so on.

As we know, small business makes up 90+% of businesses in Australia. Unfortunately, many of them can’t compete with the large corporations on price. So how then do these businesses be heard over the noise of the large corporations?

This question ignited great discussion amongst my fellow members of the Albany Creek Business Contacts (ACBC) networking group. With a terrific cross section of small business represented not only from industry perspective but also taking into account micro-business, small business who employ and franchise representation, it was unanimously agreed that the message is the value small business can provide can outweigh dollar savings.

If you are in the business of selling products, small business can struggle with competitive price in relation to large corporations because they don’t have the buying power of the larger competitors – for example, large organisations purchases products for resale in much larger quantities than a small business competitor thereby having a better bargaining position to drive the purchase price down and then, in turn, being able to resell at a lower price. However, in many instances, you get what you pay for – cheap, short life, limited service and in some instances, low value for money.

Which leads to the point that the Best Price does not necessarily mean the cheapest price. By way of example, Uncle Henry does weekend electrical work at mates rates. Henry has worked in the construction industry for 15 years however, he isn’t a qualified sparky but has done lots of electrical installation in his time. His price to do some rewiring work and power point installation works out to $150 plus a six pack (and he will require lunch and a chat). A qualified electrician, with 15 years’ experience as an electrician, who keeps his skills current, uses correct and appropriate equipment which has been correctly maintained to industry standards, provides a guarantee/warrantee in relation to their work done and carries all appropriate insurances in relation to their business/work charges for the same job $250.

Using this example, a price driven customer would use Uncle Henry and run the risk of unsafe work and loss of insurance in the event of destruction caused by the electrical work. However, look beyond the price as to the value for money proposition and in this event, I would suggest, the customer would choose the qualified electrician to do the work.

So how does small business communicate the value proposition in the market place in order to compete against those promoting based on price? Well my ACBC colleagues believe it is about reputation for the value of using the small business.

OK, well that’s great I hear you say, but how does a small business build that reputation and get it out there?

Well here is some suggestions:

  • Blog about your business and how you add value/demonstrate expertise. In my example above, the qualified electrician can blog about his safety processes/checks and balances, the equipment he uses and why, industry knowledge and scams customers should be aware of and so on.
  • Promote the ethics of your business.
  • Engage in referral networks like ACBC where people get to know you and form strong bonds with your business to promote you to others.
  • Client Nurture Programs to engage existing clients/customers to share the love of you.
  • Gather and publish testimonials and reviews about your business.
  • Don’t assume that people (even friends and family) know about your business – explain to them what you do and what sets you apart from the competition.

When thinking about your value proposition you wish to communicate to the market place, ask yourself – if all businesses were the same for a customer, what would make them choose one over the other?

(Blog contributors – Rob Carmody (Australian Integrated Communications) Sally Balwin (Balanix Solutions) Kathy Patterson (Brendale Stationery Supplies) Matthew Fox (Brisbane hosting & Web Design) Kirsty Newbery (Caring Cottage) Brad Davies (Conquest Pest & Termite Control) Scott Deaves (David Deane Real Estate) De Wet van der Nest (Express Air Con Cleaning) Oriano Giammichele (GT Racing, Mobile Mechanic) Rhennen Ford (Streten Mason Lawyers) Tracey Carter (Scrub Mutts) Jason Matthey (Insurance Web) Damien Jenkins (Australian Unity, North Lakes) Anne-Louise Underwood (SMS Toolkits) Bruce Hall (Wombat Electrical)

Albany Creek Business Contacts consists of local quality and reliable businesses who provide a wide range of services from home and residential services to B2B and commercial services. Our service areas cover primarily Albany Creek, Eatons Hill, Brendale, Aspley, Warner, Chermside, Strathpine, North Lakes. However many members will cover greater areas.

Albany Creek Business Contacts meet fortnightly on a Wednesday morning for a 7am breakfast and networking meeting.

Balanix Solutions – Taxation | Accounting | Business Advise.

Situated in Strathpine on Brisbane North, we partner with our clients to assist them in their accounting, business management and bookkeeping needs. Our clients vary in industries from professional services (such as law, vet and dentist) to the trades (mechanic, bricklaying, plasterer etc), hospitality and retail. Are clients are located in the Pine Rivers area (including Brendale, Lawnton, Albany Creek and Eatons Hill) through to Kallangur, Petrie, North Lakes and Caboolture, as well as Brisbane South, the Gold Coast and various other parts of Queensland.

Call us today … we can help (07 3264 4783)

Next 12 Months Focus for SMEs

Focus for SMEs over next 12 monthsAt the beginning of each calendar year, the Western Australia’s Small Business Development Corporation (SBDC) surveys a sample of small business operators to determine how they expect their business to be impacted over the coming 12 month period (Link to SBDC survey results http://www.smallbusiness.wa.gov.au/business-in-wa/what-is-a-small-business/business-expectations-survey-2015/ ). This got me thinking about, now that we are 3 months into the calendar year and with 3 months left to the start of the 2015-2016 financial year (to plan and develop strategies), what do business owners think the next 12-18 months will look like? – what are the impacts on Small to Medium Enterprises (SMEs) and what should SMEs be focusing on to survive and proper?

Here’s what the brain trust (that is the Albany Creek Business Contacts) discussed.

  • Cashflow Management: there was general agreement that cashflow management would still be a high focus for SMEs ensuring that a long term management of expected cash in and cash out is managed.
  • Price of Service/Product –v- price of materials/supply: with fluctuating fuel prices, increased electricity prices etc discussion highlighted the need for SMEs to monitor the price of materials and other services/products purchased to ensure margins are maintained in the supply of the SME’s product or service. Comments focussed on ensuring sound buying behaviours to ensure viability of the business.
  • Service: generally, consumers will not haggle over price if they believe they are getting value for money and good service. Maintaining good client/customer service and relationships will continue to be a vital point of difference for SMEs. We all know what it is like dealing with large Telcos/large organisations – being smaller and more personable can be a significant advantage.
  • Technology: technology will continue to be a focus for most businesses. With the continuous rapid change in technology, SMEs need to be constantly monitoring what is available, and what will cost effectively add value to the business.
  • Change: the old adage that “the only things certain in life are taxes and death” has a new room-mate – change. All industries are under constant change and the challenge for SMEs is to keep on top of it and determine what to respond to, what not to respond to and, if appropriate, how to be the change initiator and/or leader.
  • Diversity: SMEs need to continuously monitor their client/customer needs and diversify (if need be) to remain relevant. By way of example, with many businesses moving towards “paperless” stationery suppliers have diversified to offer broader “office supplies” such as cleaning products and safety equipment in addition to traditional stationery supplies.
  • Overseas Outsourcing: SMEs need to be monitoring the growing opportunities to source services and products overseas. Again, SMEs need to understand and be able to communicate their point of difference to compete.
  • Be a Hunter: the market is the market of the day. SMEs need to invest time, resources and strategies in continuously sourcing new clients/customers. Complacency will not win the race.

 

(Blog contributors – Leonard Whittaker (Action Cycle Learning) Rob Carmody (Australian Integrated Communications) Sally Balwin (Balanix Solutions) Kathy Patterson (Brendale Stationery Supplies) Matthew Fox (Brisbane hosting & Web Design) Kirsty Newbery (Caring Cottage) Brad Davies (Conquest Pest & Termite Control) Scott Deaves (David Deane Real Estate) De Wet van der Nest (Express Air Con Cleaning) Oriano Giammichele (GT Racing, Mobile Mechanic) Stuart Bywater (Bywater Design) Rhennen Ford (Streten Mason Lawyers) Tracey Carter (Scrub Mutts) Jason Matthey (Insurance Web) Bruce Hall (Wombat Electrical)

Albany Creek Business Contacts consists of local quality and reliable businesses who provide a wide range of services from home and residential services to B2B and commercial services. Our service areas cover primarily Albany Creek, Eatons Hill, Brendale, Aspley, Warner, Chermside, Strathpine, North Lakes. However many members will cover greater areas.

Albany Creek Business Contacts meet fortnightly on a Wednesday morning for a 7am breakfast and networking meeting.

Balanix Solutions – Taxation | Accounting | Business Advise.

Situated in Strathpine on Brisbane North, we partner with our clients to assist them in their accounting, business management and bookkeeping needs. Our clients vary in industries from professional services (such as law, vet and dentist) to the trades (mechanic, bricklaying, plasterer etc), hospitality and retail. Are clients are located in the Pine Rivers area (including Brendale, Lawnton, Albany Creek and Eatons Hill) through to Kallangur, Petrie, North Lakes and Caboolture, as well as Brisbane South, the Gold Coast and various other parts of Queensland.

Call us today … we can help (07 3264 4783)

How to ask Clients to Refer to You

Client ReferralsI was reading social media the other day and a post leapt out at me which said – “There is no longer such a thing as B2B (Business to Business) – there is only P2P (People to People)”. For many years now, business management literature has provided increasing evidence that success in business is underpinned by strong relationships with customers/clients. When it comes to gaining referrals, there are a number of processes. However, the success of these processes is couched in the 80/20 philosophy – 80% of effort is about relationship building (recognition of celebrations and feel good activities) and 20% is direct marketing.

We know from literature that it costs less to gain growth from an existing customer/client base than it does to gain new customers/clients. However, like cold calling, asking existing customers/clients to refer is revered by many business owners. So I asked the question of my business colleagues at the Albany Creek Business Contacts how they go about having the “referral” conversation with existing customers/clients.

In summary, it was identified there are two ways – subtly and directly. Subtle processes can include:

  • message on email signatures or marketing material (like a newsletter) along the lines of – ‘Our business is primarily based on referrals. If you know anyone that we could assist please let us know.’
  • when you meet a referred customer/client acknowledge the referral at the start and mention to them that you love receiving referrals from customers/clients.
  • when finishing a job, leave a few business cards with a thank you note (and maybe some lollies).

A more direct process is to commence with a “Satisfaction” appointment with existing clients. Invite a client for a coffee and seek feedback from them in relation to their satisfaction with you as a provider (this is also a great quality check – but that’s a whole other blog). If existing customers/clients are not satisfied with you then they are not like to refer (in fact they are more likely to negatively refer – that is, tell prospects to stay away) – and why would they refer – if you don’t have happy satisfied customers/clients, are you really entitled to be referred?

Once you have established satisfaction with the customer/client, you can work in asking for them to refer. Keep it conversational and where appropriate, be specific. Examples to approach this could include:

  • “since you are happy with how I solved that issue for you, do you know anyone else who has the same problem that you could let know about how I have solved it for you”
  • “I am glad you are happy with my work – I am particularly interested in expanding into high performance car maintenance and I noticed you attend the car racing regularly – do you have any connections in the sport or is it purely pleasure?”
  • “I am glad we have been able to take the pressure off you by doing your books and looking after your business’s financials so you can focus on what you do best. Are you involved in any business networking groups where members may need the same assistance?”

Once opportunity to refer has been established it is a matter of asking the question – “what would be the best way for me to meet them?” – that is, engage and involve your customer/client in the process of moving from the conversation to an actual referral.

Regardless of how you gain referrals, it is imperative that you look after and appreciate the referral with genuine interest and intent. It also doesn’t hurt to reward the person who provided the referral with a gift/acknowledgement for their generosity.

(Blog contributors – Leonard Whittaker (Action Cycle Learning) Rob Carmody (Australian Integrated Communications) Sally Balwin (Balanix Solutions) Kathy Patterson (Brendale Stationery Supplies) Matthew Fox (Brisbane hosting & Web Design) Kirsty Newbery (Caring Cottage) Brad Davies (Conquest Pest & Termite Control) Nathan Dobbins (Core Computers) Scott Deaves (David Deane Real Estate) De Wet van der Nest (Express Air Con Cleaning) Oriano Giammichele (GT Racing, Mobile Mechanic) Jason Matthey (Insurance Web) Anne-Louise Underwood (SMS Toolkits) Bruce Hall (Wombat Electrical) Tracie Palmer (Cornerstone Home Loans) Criag Chalmers (Royalty Home Services) Streten Mason Lawyers )

 

Albany Creek Business Contacts consists of local quality and reliable businesses who provide a wide range of services from home and residential services to B2B and commercial services. Our service areas cover primarily Albany Creek, Eatons Hill, Brendale, Aspley, Warner, Chermside, Strathpine, North Lakes. However many members will cover greater areas.

Albany Creek Business Contacts meet fortnightly on a Wednesday morning for a 7am breakfast and networking meeting.

Balanix Solutions – Taxation | Accounting | Business Advise.

Situated in Strathpine on Brisbane North, we partner with our clients to assist them in their accounting, business management and bookkeeping needs. Our clients vary in industries from professional services (such as law, vet and dentist) to the trades (mechanic, bricklaying, plasterer etc), hospitality and retail. Are clients are located in the Pine Rivers area (including Brendale, Lawnton, Albany Creek and Eatons Hill) through to Kallangur, Petrie, North Lakes and Caboolture, as well as Brisbane South, the Gold Coast and various other parts of Queensland.

 

Call us today … we can help (07 3264 4783)

Simple Lessons Learnt From Politics to Improve Your Business

Simple Lessons Learnt from Politics to improve your businessIt has been interesting watching the political scenery in Australian and evaluating their performance against how they would survive if they applied the same methodology to running a small business rather than the state or the country.

Here in Queensland we have one side of politics accused of not listening to its clients/customers (the electorate) and the other running an election campaign virtually by not providing any real stated vision or plan for the future.

If, as business owners, we applied these strategies to running our businesses, it would amount to:

  1. not listening to what your clients/customers want from you and operating your business on the premise “you know best”;
  2. having no plan or goal as to what you are trying to achieve or how you will get there; and
  3. spending more than you earn and not having plan to resolve this.

So what can we learn as business owners from these scenarios?

  1. Voters who believe that the managers of the country are not listening to their needs will go elsewhere and the same for your clients

TIP: Always listen to what your client’s needs are and if for some reason you are not able to deliver, take the time to explain why you cannot. Don’t assume that they will understand.

 

  1. Governments that don’t have a long term plan invariably lose government and small businesses that do not have a business plan invariably fail within the first five years.

TIP: If you do not have a business plan then what is it that you are trying to achieve and how will you ever know when you have achieved it? Give your business the greatest chance of survival by setting goals which can be measured and mean something.

 

  1. Government who spend more than they collect in revenue will eventually find the interest bill alone consumes a significant portion of the revenue. Lucky for government’s the bankruptcy laws that businesses and individuals face do not apply to them. But for small business spending more than the business earns is not sustainable.

TIP: Develop a good cashflow projection (not a budget) and workout how much money you expect to make and when and then do the same for what you expect to spend and when. If the revenue is less than expenditure you need to look at deferring expenditure or increasing revenue or decide that the business is not viable.

 

  1. In both politics and business being honest with your customers/clients and yourself is paramount to being successful!!!
David Balwin FCPA Registered Tax Agent Accountant Business Advisor

David Balwin
FCPA | Registered Tax Agent | Business Advisor

 

Balanix Solutions – Taxation | Accounting | Business Advice

Situated in Strathpine on Brisbane North, we partner with our clients to assist them in their accounting, business management and bookkeeping needs. Our clients vary in industries from professional services (such as law, vet and dentist) to the trades (mechanic, bricklaying, plasterer etc), hospitality and retail. Are clients are located in the Pine Rivers area (including Brendale, Lawnton, Albany Creek and Eatons Hill) through to Kallangur, Petrie, North Lakes and Caboolture, as well as Brisbane South, the Gold Coast and various other parts of Queensland.