How to keep your customers for life!

By Robert Warlow - Small Business Success

Being in business isn’t just about getting a customer, selling him something and moving onto the next one. It’s all about making sure that your customers keep coming back to you and spend more money!

But how can you make sure that your customers stay customers for life? What strategies can you put into practice to keep bringing them back for more? A planned customer retention programme is something every established small business should have in place. That sounds great, but what is a retention plan and what should it include?

Do the groundwork
Before starting a retention programme, you need to understand where your business stands now as regards its retention track record. Ask yourself these 3 questions:

1. Do you know how many customers you have lost in the last 12 months?
2. If you do know how many, do you know why they stopped dealing with you?
3. Have you ever quantified the impact these losses have had on your bottom line?

Before you can put an effective retention plan in place, you have to answer these questions. They are the key to understanding and implementing an effective retention strategy. Let’s look at each of them in turn.

How many have you lost?
It’s essential you know how many people stop doing business with you at any one time. Keep a database of all your frequent customers; how often they buy; what they buy and in what quantity. Every month review the information and see if you can spot any worrying trends. Has the average order value been declining over the last 3 months? Has one customer’s regular order dried up altogether? If someone orders a large range of items each month but suddenly stops purchasing one particular range, why?

If you can’t track the customers you are loosing, how can you keep them or tempt them back?

Why have they turned their back on you?
Armed with the information on who’s deserting you, the fight back can start in earnest! There are sometimes very good reasons why business can dry up – the owner could have died, moved away, or closed down. Not a lot you can do about that! But what about more worrying reasons? Your product quality has gone downhill; the customer feels he is no longer getting value for money; your general service levels have declined. These are areas you have to know about, so you can get the business back on track.

If you see a slippage in business and you can identify who is contributing to it, then pick up the phone and get talking! Find out what the problem is. If you can bring them back into the fold, then great but if it’s genuinely too late, then at least you have gathered some important knowledge about where the business is going wrong.

What has it cost you?
You may be thinking that the odd customer here and there is not going to have a major impact on your lifestyle. Think again! Remember, it’s not just one sale, it’s a lifetime of sales that you are losing. Supposing a customer spends £1,000,000 per month with you. He walks away into the sunset and you never see him again. Imagine that he could have been doing business with you for the next 20 years – that’s £240,000,000! Interested now? Well you should be!

Working out the financial impact of loosing just one customer can really bring home the impact on the business. This should galvanise you into action and get you working on a retention plan.

Your Retention Plan
Having now convinced you that you need a Customer Retention Plan, what exactly should it include?

• Have a system in place which allows you to answer all the questions we have just reviewed. Understand what is going on in the business, so you can identify and put matters right. Make sure you know who you lost, why you lost them and how much it has and will cost you
• Get your staff together on a regular basis and remind them of the importance of retaining your customers. If you don’t get them on board then you have no hope
• During your staff meetings hold brainstorming sessions so everyone can come up with ideas on how to hold onto your customers
• Implement the good ideas and measure the results so you know what is working and what is not

A good retention plan can be just as effective as a good marketing plan; they achieve the same results – a contribution to profit. So, sit down and have a think about the steps you can put in place to keep your customers.

I saw a sign in a shop one day, it said, “It’s not how many come in, it’s how many come back that’s important.” Doesn’t that say it all!

© Robert Warlow - Small Business Success www.smallbusinesssuccess.biz

Small Business Success is a resource dedicated to helping small business owners be more successful. If you are looking for a regular flow of ideas and tips then subscribe to the Small Business Success, a free newsletter, which provides you with quick tips, ideas and articles.

For more information visit http://www.smallbusinesssuccess.biz

CKPA can help any business keep in touch with its customers and provide a professional image. Contact us now to discuss your needs.

Until next time,

Emma Walker
CKPA Office Solutions

Small business challenges

I run my own successful Virtual Assistant practice providing professional secretarial, creative and administrative support to individuals and businesses.

As a small business owner myself, I can totally understand the challenges that we all have to face. For example, what do business owners do with their administrative tasks when they are busy, overloaded with work, on holiday etc?

By hiring the services of a Virtual Assistant, they could free up their valuable time to focus on other tasks for their business, achieve better work / life balance, go on a much needed holiday - all in the safe knowledge that your business is taken care of by a professional partner.

To find out exactly how a CKPA Virtual Assistant can help you MAKE more money and SAVE money, contact us now.

Until next time,

Emma Walker
CKPA Office Solutions

Why I love being my own boss

I have been running CKPA for just over 12 months now and absolutely love it. Why?

• I am the boss and have only myself to answer to
• I get to implement all the good ideas I had back in the corporate world that nobody listended to
• I can choose who I work with by selecting the right type of clients
• I currently work with a great bunch of clients
• I decide my working hours and style depending on what is going on in my life

Why am I telling you this? I don't really know but I am loving my job and my business. I am even going to be working remotely next week with the help of technology from (hopefully) sunny Cornwall. Can you do that without taking holiday?

For business owners, don't you think you need a break before we head in to Autumn. To find out how CKPA can support you and your business, contact us now.

Until next time,

Emma Walker
CKPA Office Solutions

The hidden power of networking

By Robert Warlow - Small Business Success

We all make use of traditional forms of getting new business in – advertising, direct mail, brochures etc but networking is one form of marketing which, has been under-utilised. Until now that is. Small business owners are finally beginning to understand the power of networking and what it can do for their sales figures.

But what is networking?
In its most basic form, it’s word-of-mouth advertising but originated by you, not your customers. It involves taking every opportunity to raise awareness of your product or service amongst the people you meet. At a more sophisticated level, networking can be achieved by taking advantage of the formal networking groups or events that have been arranged purely with the idea of putting potential partners together. Perhaps the most famous example of effective networking was the First Tuesday group, which during the height of the dot-com era, was the primary way of getting new business ideas across to the people with the dosh!

But how can you, as a small business owner, become a more effective networker and take full advantage of the opportunities presented? We are going to give you some key tips and ideas on how to be a better networker.

What are the key advantages of networking?
Networking has some very good advantages over the traditional type of marketing:

• It’s free! Talking to someone costs nothing except your time
• It’s targeted marketing in that it’s likely the person you are talking to has a direct interest in your product or service. Consider newspaper advertising, which will mostly be read by people who have no interest in what you have to offer
• It’s face to face marketing unlike direct mail, adverts and telephone calls. You have the immediate opportunity to establish rapport and get an understanding of the person’s problems
• You have the chance to mix with business owners in other industries, which may open the door to new opportunities you had not previously considered
• It’s not only a way of creating business but also a great way to solve problems and seek advice. Why sweat over a solution when someone has probably already experienced and solved the same problem? Ask and find out who can help you

Where to find a network
Finding a place to network, where like minded business owners are present, is not that difficult. Whilst you should be networking all the time – taking the opportunity to promote yourself whereever you can – it’s more effective if you can meet people who are there to do the same thing; you can get onto the same wavelength that much quicker. Here are some possible networking opportunities to think about:

• Your local Chamber of Commerce or Business Club - as well as hosting their normal meetings (which are great networking opportunities anyway) they may hold regular networking sessions which are dedicated to putting business people together
• Business Link – with their remit of helping local small businesses, some of them may already hold network meetings where they bring together a batch of ‘new recruits’. Check out the Business Link website for details of your nearest office and give them a call
• Trade Associations – your industry may have an association which holds regular meetings. Whilst you are dealing with businesses in the same line as you, so making it difficult to get new business, you will still be able to find solutions to problems and pick up new ideas. Who knows, if you establish good rapport with another business, they may be happy to refer surplus work to you or tap into a unique specialisation you may have?
• Seminars – keep a look out for seminars being run for small business owners. As well as being informative, they are a great networking opportunity, especially over coffee and lunch when you have the chance to start a conversation going along the lines of, “How do you think you’re going to apply that point we learnt this morning in your line of business?” In just this one question you will have found out what business they are in and one of the problems they are currently facing. If you’re lucky, you may be able to offer help as well – one extra sale!
• Anywhere and everywhere – remember to network all the time! Never miss an opportunity to tell people what you do. You may only get a successful hit in one out of a hundred contacts, but one sale may be enough to make it all worthwhile!

Where and when are meetings likely to be held?
Formal networking events can be held over breakfast, lunch and dinner. Breakfast sessions are popular because it allows business owners to start the day on a positive note, leaving the remainder of the day free for ‘business as usual’. However, how good are you at holding a sensible conversation at 7 o’clock in the morning? If you don’t look or sound your best in the early morning, then you had better find an alternative!

The best networking events are where you are free to ‘work the room’ and not be tied to a table with food being served.

Hotels and pubs are popular venues but if you are attending events hosted by Business Link then you may find them held at their offices.

What to prepare
As with any marketing promotion, any networking should be thoroughly prepared for. Badly presented sales pitches lead to lost sales; the same goes for networking. So what should you do before attending a networking session?

Step 1: Know your products and services inside out. If you are only just starting out, make sure you are fully briefed on all the in’s and out’s of your product.

Step 2: Write and rehearse an opening statement to the question “What do you do?” This may sound an easy question but try thinking an answer on the spot and at the same time making it some good! Not so easy. Write a clear and concise statement, which encapsulates everything about your business. Remember, this is your chance to impress! Having decided on your opening line, rehearse, rehearse and rehearse. It has to be word perfect and confident sounding.

Step 3: Make sure you have enough business cards. You don’t want to scribble your number on the back of a napkin! Not very professional.

Step 4: Double check the venue and time. You don’t want to turn up late and miss any opportunities or appear to be lacking in time management skills.

Step 5: Dress to impress. Make sure you are neat and tidy – everything a successful small business owner should be.

Step 6: Leave your house / office in plenty of time to make sure you don’t arrive totally stressed out

You’re off!
You have arrived at the venue and if this is your first time, what are you likely to do? Find the nearest corner and pray that someone doesn’t approach you! Networking, especially the first time, can be nerve-wracking. It does take a degree of confidence but over time this gets better.

© Robert Warlow - Small Business Success www.smallbusinesssuccess.biz

Small Business Success is a resource dedicated to helping small business owners be more successful. If you are looking for a regular flow of ideas and tips then subscribe to the Small Business Success, a free newsletter, which provides you with quick tips, ideas and articles.

For more information visit http://www.smallbusinesssuccess.biz

To find out how CKPA can help with your company's networking - contact us now!

Emma Walker
CKPA Office Solutions

How to get your first customer

One of CKPA's target markets is start up businesses and I think the most popular question they have, regardless of industry, is how to get their first customer. I saw this article and thought it might be beneficial.

By Robert Warlow - Small Business Success

Starting a new business is always tough. You have spent hours and hours putting your Business Plan together, sorting out the financing, arranging your office and buying equipment. And the big day arrives - you have to get out there and secure your first customer. It all looked so easy when you were planning, but now this is real and doesn’t seem as effortless as you thought.

What practical steps can you take to ensure your business gets off to a flying start?

Put a plan in place
If you didn’t write a Business Plan (tut tut!) then putting pen to paper is your first step. You have to carefully plan what you want to achieve and what you are trying to do. A Plan will help crystalise your thoughts and ideas and act as a spring board for creative thought.

It will also be a useful boost when you come to review your progress against what you set out to achieve – a cause for celebration or a kick up the backside!

The key element in your Plan is to spell out exactly who your typical customer is going to be. Are they young or old? Well off, or on the look out for bargains? Single or married?

Once you have clearly defined who you are after then chasing your first sale becomes easier.

Email all your contacts
You may not think that personal friends and family may be interested in your product or service, but don’t forget that they have friends and family as well and so can help spread the word!

Email every one in your address book and tell them, if they don’t already know, that you are starting up in business and need their help. In your email describe what you do and the products you offer and request that they forward it to everyone in their address book. A bit ‘spammy’ I know but when such a note comes from someone you know then it doesn’t seem so bad.

For those family and friends who don’t have email, call them, write to them, to officially launch your business. Very quickly word will spread and enquiries and orders will start to flood in.

Ask for a referral
It’s possible you may have ‘road-tested’ your business before you decided to go full time. In that case you will already have a small database of customers. Ask them if they can provide you with some names of people or businesses whom they think may be interested in what you have on offer.

A referral, or positive recommendation, is a powerful and easy way to give your business a kick start. If you want, why not offer a small gift, or a discount on the next sale, for all customers who refer someone to you? This gesture will further cement your relationship.

Tell everyone you meet
Be a walking advertising board for your business! Find any opportunity to tell people, especially strangers, what you do. Be enthusiastic! Have a rehearsed opening which encapsulates everything about the benefits and problems your business offers and solves.

Take your business cards wherever you go and leave them all over the place! Supermarkets, restaurants, shops, anywhere where people will find them.

Be a media star
The local newspaper or radio stations are always on the look out for stories which are of interest to the locality. Don’t expect them to run a story along the lines of ‘And today, Joe Bloggs has just started in business doing …’. Your story needs to be interesting and have an unusual slant. Did you travel the world and come up with your idea whilst riding a train in India? Did you have a flash of inspiration following a shocking experience? Carry out a survey which shows that local people are crying out for a service such as yours. Think of something that will grab the editor’s attention and this will increase your chances of appearing in print.

Build relationships
Don’t be disappointed if you don’t get a sale on the first approach. Sometimes you have to be patient. A way of achieving your batch of first sales is to concentrate on building a relationship with your prospective clients. Keep in touch, remind them you are still around and, assuming you have targeted correctly, they may eventually place that coveted order!

If you are about to start your business get planning right now and start to implement some of these ideas to get your new business off to a flying start.

© Robert Warlow - Small Business Success www.smallbusinesssuccess.biz

Small Business Success is a resource dedicated to helping small business owners be more successful. If you are looking for a regular flow of ideas and tips then subscribe to the Small Business Success, a free newsletter, which provides you with quick tips, ideas and articles.

For more information visit http://www.smallbusinesssuccess.biz

CKPA can help any business start up in the beginning stages of business - contact us now to find out how.

Until next time,

Emma Walker
CKPA Office Solutions

Impressions count

How do you present yourself to your clients?

We all know that first impressions count and that we don't get the chance to make a second first impression!

Lets say that you have an important meeting with a potential new client. Now this is worth a lot of money so is a big deal for your company. Do you turn up to the meeting all casual and not really making much of an effort - what do you think the potential new client will think to the quality of your work from this impression?

Or, do you turn up all suited and booted ready to represent your company with the right image?
Remember, the way you present yourself and your business to clients tells them how important they are to you!

So how can CKPA and a Virtual Assistant help you and your business to present the right image? Some areas we can help include:

• Telephone Answering - divert your calls when you are in a meeting, on holiday, don't want to answer calls so that you never miss an important call again
• PA & Secretarial - let us organise you with diary management, travel arrangements etc
• Administrative - typing letters, reports, proposals, updating database, presentations etc
• Events & Meetings - organise any type of event from a new product launch, sales meeting to Christmas party
• Creative - send out newsletters, website design, desktop publishing etc
• Projects - your office may be relocating, having a recruitment drive and don't want hassle of dealing with applications
• Accounts - sendingout invoices, credit control etc
• Virtual Office - email management, fax service etc

Contact us now to discuss your needs and see how we can help.

Until next time,

Emma Walker
CKPA Office Solutions

How to get the best out of your phone

By Robert Warlow - Small Business Success

When Alexander Graham Bell invented the telephone, little did he realise the positive effect it would have on customer service – or the negative effect it could also have!

Yes, the telephone can be a great tool in helping to provide exceptional customer service but it can also quickly destroy a customer’s perception of your service. What steps can you take to ensure that, whenever you or your staff use the phone, it adds something positive to the customer experience? Here are some ideas.

Answer Promptly
It’s an old tip but one usually ignored! You are sitting at your desk, deep in thought, writing your monthly report and the phone rings. “I’ll just finish this sentence quickly" you say to yourself and before you know it, the phone has rung 10 times. The caller is unlikely to be in a good mood – assuming they haven’t already hung up!

Just try and remember the last time you sat on a phone with it ringing and ringing. What pictures came into your mind while you were waiting? An image of the person you are trying to call sitting at his desk chatting or casually drinking a cup of coffee? Didn’t get you in a good mood did it? So why put your customers through it?

Aim to answer your phone within 3 to 5 rings. A prompt pick up will get the conversation off to a positive start and also avoids you having to open your conversation with an apology. So, get to the phone as quick as you can.

Be Enthusiastic
When you answer the phone make sure your voice conveys the message, “really happy to be speaking to you!” Make your voice light, bring a feeling of enthusiastic emotion to your tone and most importantly sound eager. You don’t want the caller thinking that you would rather be doing something else - even if you do!

Get a real upbeat feeling into your opening greeting. Say your “Good morning” or “Good afternoon” with a strong, enthusiastic tone. This will immediately lift your caller’s spirits and get you both off to a good start.

If you really are having a bad day (and we all get them), and enforced enthusiasm is going to be struggle, stand up and take the call. This helps makes your voice lighter and the change in position and body language can have a positive impact. Try it out.

Listen To What They Have To Say
You may think that you listen intently to all conversations you have. It’s difficult enough to do this when you are face to face with someone, but over the phone without eye contact, keeping your attention is even more difficult. It’s too easy, especially if the caller has a habit of padding out every point he wants to make, to think about the task you were just interrupted on, or about that chat you had with one of your suppliers earlier. Before you know it, you’ve lost track of what the caller is on about.

Actively listening to what is being said is a skill everyone needs if they are to use the phone as a tool for great customer service. But how can you keep your attention focused on what is being said?

• First of all, commit to yourself that you will actively listen. Without a clear commitment nothing ever happens
• Take notes during every call, even if you don’t need to. The act of having to capture the caller’s key points, will force you to listen. Just focus on writing down keywords, not complete sentences otherwise you’ll be concentrating on writing and not listening!
• If an important statement has been made, repeat it back in your own words. This will force you to listen for the key points worth repeating
• Ask questions. Don’t go too far with a constant barrage of questions but ask just enough to keep your mind alert

Active listening is not just about making sure you pick up all the key points; it’s also about respecting the caller. They will feel they have been treated with importance and respect if it’s clear you have been listening. Relevant questions and the occasional “umm” can go a long way to making the caller feel they have been listened to.

Avoid Distractions
If possible, try and remove as many distractions as you can while speaking on the phone, especially if the call is important. If your office door is open and general office noise is affecting your listening, ask the caller to hold for a moment and close the door.

If someone walks into your office while you are taking an important call, indicate for them to stay outside or come back. It can be very distracting having someone sitting at your desk while you are talking.

If you were working on your PC when the call came through, turn and face away from it. You don’t want your eyes and mind wandering back to look at the document you were working on!
Respect the caller’s time and remove or avoid anything which may cause your mind to drift off.

Finish Strongly
When the call is coming to an end it’s important to finish in a strong, convincing way. Summarise what has been agreed, what actions are to be taken and by whom. Leave the caller in no doubt as to what the next step is.

Just as your opening was full of enthusiasm, so should your closing statement. A good, strong and positive, “good to talk you and speak to you soon” closer will bring the call to a satisfactory end. Your customer will hang up knowing that the call was worthwhile.

Answer Phone and Voicemail Messages
If you are not at your desk or in the office, any recorded message you leave is just as important in creating the right impression as the actual call itself. Some people don’t like leaving messages but if your phone has the capability then use it. By leaving a message at least your customer will have the opportunity to partly satisfy the reason he called. Not being able to say anything can be frustrating.

Here are some thoughts on how to record effective messages:

• Write out the message before you record it. Don’t do it off the cuff as it will probably be full of “umms” and pauses. It won’t sound professional
• When recording, speak slowly and carefully, making sure that the caller can understand everything you say. This is especially the case for telephone numbers where you can be reached in an emergency
• Make the message punchy and too the point. Don’t fill it with unnecessary information
• Call your number and listen to the message. If it doesn’t sound right record it again and again until it does
• Regularly change your message to reflect what you are doing. If you are going to be away on holiday, give a date when you will be back. If you are out only for the morning, tell the caller you will return their call in the afternoon. Messages which are up to date will make the caller more confident about leaving a message

If used correctly the telephone can be a great asset in building a reputation for providing exceptional customer service. Used incorrectly, it can damage your business and give another reason for your customers to go and take their business elsewhere.

© Robert Warlow - Small Business Successwww.smallbusinesssuccess.biz

Small Business Success is a resource dedicated to helping small business owners be more successful. If you are looking for a regular flow of ideas and tips then subscribe to the Small Business Success, a free newsletter, which provides you with quick tips, ideas and articles.

For more information visit http://www.smallbusinesssuccess.biz

Here at CKPA we recognise that all calls are important and that if you don't answer your call, then your competitor will. That is why we offer our Virtual Receptionist service. Take a look now to see how it could benefit you and your business!

Until next time,

Emma Walker
CKPA Office Solutions

What is your time worth?

All businesses are set up to make money - it is a fact of life! But how much money are you wasting in your business by doing routine administrative tasks yourself? I imagine your hourly rate will be a lot more than that charged by a Virtual Assistant.

By outsourcing your tasks to CKPA and your own Virtual Assistant, you will be able to:

• Make more money by gaining new customers and developing your business
• Save money as a Virtual Assistant is more cost effective against full time office employee
• Prvide a professional image to your customers and be able to compete with the big companies

Contact us now to see how partnering with CKPA will benefit your business.

Until next time,

Emma Walker
CKPA Office Solutions

Happy Birthday - to CKPA

Well on Wednesday, I celebrated my first year birthday of operating CKPA full time. I established the company in May 2005 whilst working full time but I was unfortunate enough to be working for a company and boss who weren't very nice. However, I will always be grateful to them! Why, because they gave me the motivation to do what I am doing and see first hand how NOT to run a company!

Well, 12th July 2005 was the day I said enough was enough and left. I then began the journey of running CKPA full time trying to gain clients.

12 months on and I have some great clients, started writing (this Blog and some articles to be published soon), expanded my service offering (Virtual Receptionist), am happy and about to become a Mum for the first time in November.

So Happy Birthday to CKPA and well done to me for running a successful business that makes me happy.

Until next time,

Emma Walker
CKPA Office Solutions

10 common mistakes start up businesses make

By Robert Warlow - Small Business Success

Unfortunately very few start up businesses make it beyond their 3rd year. Failure is usually down to a number of clearly identifiable mistakes, which if small business owners are aware of, can increase their chances of survival.

Here are the top 10 common mistakes which small businesses tend to make.

Lack of Market Research
When a budding entrepreneur comes up with an idea for a new business he assumes that because he would buy such a product or service then everyone else will. This may be the case for day to day necessities but for other items this is usually not so.

It’s important that when you start up you carefully research the market to check that:

• There is demand at a level which would lead to a sustainable business
• People are prepared to pay the price required for you to make a decent profit
  

Undertaking market research may appear time consuming but the effort will pay off.

Poor Record Keeping
Some business people are not born administrators; they feel more comfortable getting out there and ‘doing the business’. Paperwork is too easy to ignore but can never be put off indefinitely.
Sales, purchases and other expenditure must be carefully documented, so you know whether you are making a profit or not. Invoices must be issued on time and chased up promptly if there is a delay in payment. It’s all very well having the sales but poor record keeping can hold you back.

Having your paperwork in order will also save you time when it comes to your accountant doing your year end books!

Insufficient Capital
When starting off it’s easy to decide what capital is required for fixtures and fittings, machinery and stock. What many new business owners forget about is the cash needed to fund day to day requirements, i.e. cash to pay expenses before your customers pay you. This is known as your working capital requirement.

Small businesses can fail because they have insufficient cash to start off to meet these immediate expenses. If you wish to survive, make sure you set aside enough cash to meet all your needs for the first few months.

Ineffective Marketing Or None At All
You cannot afford to treat the cost of marketing as an unnecessary expense. A business with no marketing is like waving in the dark – you know you are doing it but no one else does!

There are many ways to promote your business on a small budget; it’s just a case of being inventive and creative. What ever you do, don’t assume that people will quickly know you are in business – they won’t, unless you tell them.

Ignoring Changes In The Market Place
As a small business owner it’s very easy to get immersed in your business and not see what is happening around you in the market place. Always keep your eyes and ears open to what the competition is doing and what your customers want. Don’t get left behind.

Owner’s Attitude
Attitude is everything in business. Don’t forget that the real boss in your business is the customer. Running a business may make you feel important but don’t let this develop into an ‘I am better than you’ attitude. Do this and you will quickly chase your customers away.

Spending On The Wrong Things
Being in business can be exciting, especially as the cash starts to roll in! However, don’t be tempted to spend it on a new car, a house or just a good time. If you are to own a successful business, then you have to keep some cash back to fund future growth. A business cannot grow without cash, so commit to spending business money on the business.

Dependent On A Small Number Of Customers
Don’t fall into the trap of setting up a business just because one person says they will buy from you every week or month. Setting up and running a business, which is dependent on one customer, is not a recipe for success. What happens if, one month after you have spent all your cash to set up your business, that customer says he has changed his mind and has decided to buy elsewhere? Unless you can find other customers very quickly you are faced with closure.

Before embarking on a new venture make sure you have a sufficient number of customers such that if a few go elsewhere you can still continue trading.

Growing Too Quickly
Surprisingly, growing too quickly can be a problem. You have to be disciplined enough to only take on work you can handle. If you are tempted to accept too much you could end up disappointing not only the new client but also your existing ones.

Also, don’t underestimate the impact rapid growth can have on your administrative burden. As I mentioned earlier, getting behind on the paperwork can have an equally damaging effect on your business.

Trying To Do Everything
Finally, the problem most small business owners have is the fact that everything falls on their plate. Inevitably this is how it’s likely to be in the beginning, when the limited budget means that staff are a luxury, but as the business grows be aware that you cannot continue to do all tasks. There will come a point when you become inefficient and not have enough time to complete everything in sufficient detail. Taking on an extra pair of hands will increase your costs but you will be surprised at how much time will be saved, allowing you to do what you do best – getting the business in.

Take a look at each of the mistakes and make sure that you don’t fall into these traps.

© Robert Warlow - Small Business Success
http://www.smallbusinesssuccess.biz/

Small Business Success is a resource dedicated to helping small business owners be more successful. If you are looking for a regular flow of ideas and tips then subscribe to the Small Business Success, a free newsletter, which provides you with quick tips, ideas and articles.

For more information visit http://www.smallbusinesssuccess.biz

To find out how partnering with CKPA could help free up your time to make more money and save you money, contact us now.

Until next time,

Emma Walker
CKPA Office Solutions

People remember!

I recently wrote about someone I had the misfortune speaking to regarding my services and I declined to work with them - read the details here.

I wrote about this experience because I knew that I would meet this person at a networking group I belong to in the near future. Well, you'll never guess who was there on Tuesday but this particular person. I was contemplating what to do (as I am a member of the Leadership Team) when another member asked to speak with me. It turns out that the person I didn't want to deal with had actually 'ripped off' a number of other people and the member was warning me against him as a potential member and someone I might do business with.

People remember when you aren't professional and rip people off. By now, the majority of our 23 members will be warned off this particular person and won't do business with him. I totally agree with the saying "what goes around, comes around" and this person is now just reaping the benefits of his labour!

Until next time,

Emma Walker
CKPA Office Solutions

Are your clients happy?

I run a Virtual Assistant business providing professional secretarial and administrative support to small businesses and individuals. Therefore, I am selling a service as opposed to a product. So how do I know that my clients are happy with the service that I provide - by asking them!

How on earth can you improve on processes, systems and even the service itself if you don't have honest feedback. I have produced a Client Satisfaction Survey which I send out and ask for honest answers. I then take on board all the positive and negative comments to improve my business for everyone to benefit.

I have even thrown in a couple of market research questions to ensure that I can reach my target market - killing 2 birds with 1 stone comes to mind.

Are you asking your customers about your product or service? Now might be the time to do somthing about it before it is too late!

To see how CKPA can help you in this process, contact us now.

Until next time,

Emma Walker
CKPA Office Solutions

Eight guaranteed ice breakers

By Jackie Barrie of Comms Plus

We believe that a fun introduction that makes people laugh is the best way to get any event off to a good start. This article shares some of our favourite ideas, all tried and tested and known to work!

Pass the parcel
Good fun for any number. Needs some preparation though, and music! You can probably take your own CD player and CDs, but better check this is OK with the venue and remember to take an extension lead, just in case. The game works just like the kids’ version but you put a question to be answered in each layer of the parcel to be unwrapped. They can be business questions e.g. ‘Describe your ideal client?’ or social e.g. ‘What was your best ever holiday?’ You can also put little prizes in, sweets etc, perhaps with a bigger prize in the middle e.g. the entrance fee refunded.

Networking bingo
This works best for groups of 20 or more. In advance, prepare a ‘bingo sheet’. Down the left hand column, list various characteristics of the people you expect to attend, e.g. ‘solicitor’ or ‘has blue eyes’. Leave a corresponding space down the right hand column. You can choose whatever categories you wish, as serious or silly as appropriate. Copy / print enough so there is a bingo sheet for everybody (plus a few over just in case). You may need to provide pens as well. On the day allow 10 minutes (yes, just 10 minutes!) for people to collect as many signatures as they can on their bingo sheet. One person can only sign once on any page, and you cannot sign your own. The first person to collect 20 different signatures wins the prize (if it’s a paid event, I give away a bottle of champagne / wine, if it’s a free event, I give away the chance to present your business for 1 minute to the audience so they all know who you are and what you do). If you run out of time, the person with the most signatures wins (count down from 20, 19, 18 etc.). Optional extras, you can insist that they exchange business cards along with signatures. You can go through the list afterwards with a show of hands so everyone can see who in the whole audience qualifies for each category. The benefits, it’s a great ice breaker, people can get really competitive and start climbing over chairs to collect signatures! It’s not ‘proper networking’ but you do learn a little something about other people and find random connections to follow up later. It’s fun!

Pennies in a basket
This ice-breaker works for any number of attendees. Give everyone 10 x 1p coins, and put an empty basket (or other receptacle) in the centre of the table. Go round the table with everyone in turn saying something they have never done. If other people have done that thing, they put a penny in the basket. Keep going round until whoever runs out of pennies first is the winner, for being the most adventurous person in the room! Get all the other pennies back and you won’t even be out of pocket!

Warm fuzzies
A good way of breaking a big group into smaller ones. Get some fluffy balls from a craft shop, about 20 for £1. Everyone takes a ball when they arrive, creating a nice sense of anticipation. On the organiser’s instruction, they have to find the other people with the same size and colour balls. They then present to their small groups for one minute each (as BRE /BNI) on who they are, what they do, why they are good at it, and what they are looking for. You need a whistle or gong to make a loud noise every 60 seconds to keep it moving along.

Key words
You can also achieve random small groups by putting an index card on each person’s chair with a key word written on it. The key words are in groups e.g. of 5 things to do with hamburgers, 5 superheroes, 5 soap stars or whatever. It’s interesting to see who chooses to sit where! On your command, people have to find the others in their group (although I’ve had people trying to match Julia Roberts with whipped cream before!) and present to each other as for ‘warm fuzzies’ above.

Snowballs
Each person writes their name and two unusual facts about themselves on a piece of paper. Then screw all the pieces of paper into ‘snowballs’ and throw them to each other. General mayhem ensues! After a few moments, you stop the throwing, and everyone has to find the person who wrote the page they are holding. They then have to find out one other unusual fact about that person. Finally, they introduce the other person (and their facts) to the rest of the group.

Categories
Each person in turn asks a defining question e.g. if you were an animal what would you be and why? It goes round the table and everyone has to answer what they would be as an animal, then in turn they choose their own category for themselves and the others to answer. You can set the tone yourself, e.g. If I were an animal I’d have to be a sheep because my boyfriend is Welsh (ahem).

Truth or lies
Go round the table and each person says 3 things about themselves, 2 must be true and the other a lie, the rest have to guess the lie. For instance, I didn’t get where I am today without being: a) a bar-maid b) a secretary c) a tea-lady!

Jackie Barrie founded Comms Plus in 2001. It’s a writing and design business that specialises in making complex information appear simple. You can find out more at www.comms-plus.co.uk

I thought this article could be of use to anyone new to facilitating meetings / workshops and wanted a few ideas.

Until next time,

Emma Walker
CKPA Office Solutions

7 tips for a successful small business

By Robert Warlow - Small Business Success

Getting a small business off the ground is challenging to say the least. Here are some tips which will prepare the ground for running a successful small business.

Have Goals
This is where it all starts – the foundation for success. Know exactly where you are heading. What will the business ‘look’ like in the future? How will you know when your business is a success? When you wake up in the morning, do you know what actions you have to take to get you on the road to success?

Take Action
The difference between success and failure is down to the actions you take. The failures in life are the people who know what they have to do but never do it. The successful small business owners are people who take action on their ideas, ones who never say, “I wish I had done …”!

Seek Feedback
There is a saying that feedback is the breakfast of champions. During the early days of your business you must continually seek feedback about all aspects of your business. What works? What doesn’t work? What needs changing slightly? Speak to customers, suppliers, your bank manager, your accountant - anyone who can provide you with a fresh perspective.

Find Out What You Don’t Know
You can’t expect to know everything about running a business. Undertake your own skills analysis and find out your areas for development. Once you know your knowledge gaps seek out courses, books and advice, which will get you on track.

Be Focused
Let no one distract you from achievement of your goals. At the start of every day get yourself into the frame of mind that you will only do tasks which will get you closer to your goal – nothing else matters.

Take Risks!
You will never achieve anything if you’re not prepared to jump off the cliff a few times! We’re not talking about risks which will put the business in jeopardy; just risks which are planned and thought out, yet at the same time test the edge!

Think Positive
Yes, the oldest cliché in the book, but totally true. See the positive in everything. If something has not gone right train yourself to ask “What good has come out of this?” Understand that in every problem there is potential for good.

© Robert Warlow - Small Business Success
http://www.smallbusinesssuccess.biz

Small Business Success is a resource dedicated to helping small business owners be more successful. If you are looking for a regular flow of ideas and tips then subscribe to the Small Business Success, a free newsletter, which provides you with quick tips, ideas and articles.

For more information visit http://www.smallbusinesssuccess.biz

To see how partnering with CKPA and your own Virtual Assistant can benefit your business, please have a look at our website.

Until next time,

Emma Walker
CKPA Office Solutions

Be professional in all that you do!

I belong to an industry forum where wonderful people share their advice and experiences freely.
However, a new visitor to the forum posted a 'wanted ad' and gave the rate of pay offered. One of the responses she had was from a forum member telling her she was 'nuts' and would never get someone to work for that rate. The tone was rather unprofessional and, in my opinion, uncalled for. The original poster responded that you always need to be professional in all your business dealings - whether that be your forum posts or in person as what goes around, comes around!

I totally agree with this and had the 'pleasure' of dealing with an unprofessional business person over the telephone. A prospect for my Virtual Receptionist service left a message for me late in the afternoon (after 4.00 pm). I was out of the office and couldn't call him back until first thing the next morning. He wasn't happy that I didn't call him back within minutes and wanted me to beg for his business - I politely said thank you for your time and goodbye. I REFUSE to work with people like that who try to dictate to me how I run my business and I will always say thank you but no thanks each and every time.

The reason I am writing this story? There is every liklihood that I will meet this person at a networking group I attend. Do you think I will pass business to him? I don't think so!

I truly believe in the saying "treat people how you would like to be treated" and I endeavor to do that in everything I do. Do you?

Until next time,

Emma Walker
CKPA Office Solutions

4 great business card ideas

By Robert Warlow - Small Business Success

How often have you opened your office drawer to find a pen only to have to search your way through a pile of business cards collected over the past few months? Your immediate response is to throw them away and that’s the problem with business cards - they are usually unmemorable.

Here are some ideas on how you can make your business card a bit more useful.

Handy Websites
On the reverse of your card, why not list some web sites which your clients may find of use. They don’t have to be related to your line of business, for example you could print details on a site providing a list of jokes (useful for speech writing!).

Do You Remember?
Going to a networking event is the equivalent to a business card swapping club! Once your card goes into someone’s drawer they are unlikely to remember where you met. So on the back of the card, print “Do you remember we met at ………. and discussed …………” This should be a good memory jogger!

Print Your Picture
Our minds are more efficient at remembering pictures than words. Why not print your picture on your card? When the recipient looks at your card sometime later, he is much more likely to remember who you are and what you do.

What’s The Date?
People are always scratching around to find out what the date is. Print a calendar on the reverse of your card. This gives an excuse for someone to keep your card permanently in his pocket.

Take a fresh look at your business card and see what you can do to make it more memorable.

© Robert Warlow - Small Business Success
www.smallbusinesssuccess.biz

Small Business Success is a resource dedicated to helping small business owners be more successful. If you are looking for a regular flow of ideas and tips then subscribe to the Small Business Success, a free newsletter, which provides you with quick tips, ideas and articles.

For more information visit http://www.smallbusinesssuccess.biz

Until next time,

Emma Walker
CKPA Office Solutions

It's official - VA's have their own day

The Virtual Assistant (VA) industry started in USA around 1996 and has become a popular alternative to working in the corporate environment. VA's are huge in USA and are becoming more popular but it is a different story here in the UK as not a lot of people know what a VA is.

I was really excited to hear that our colleagues across the pond had established our very own International Virtual Assistants Day taking place tomorrow (19th May) in recognition to VA's across the globe.

What a great way to promote our industry to clients and I hope that us UK VA's can start to get the recognition we deserve from our continued efforts in educating the public.

So if you are a VA, have you took advantage of this? I must admit that I haven't but will definately include it in my marketing plan for next year.

Until next time,

Emma Walker
CKPA Office Solutions

Proud of myself

This post is more of a personal note this week.

I am a member of a BNI Chapter and am now on the Leadership Team as the Membership Co-ordinator until October. Part of my role is to chair the weekly meeting in the absence of the Chapter Director.

Well on Tuesday, I chaired my first meeting with the help of some other members and I was really pleased and proud of myself as it went really well. A visitor who has applied to join us even came up to me to ask if I was nervous as I came across all confident even though I was a bag of nerves inside.

My message this week is that things aren't always as you see them. I thought my voice was shaking and it was there for everyone to see that I was nervous - but to everyone else, I was confident and professional which is all that matters.

Until next time,

Emma Walker
CKPA Office Solutions

Why you should continually update your website

As someone who runs a business via the internet, I am always looking at other peoples websites to conduct business as that is what is comfortable for me.

However, the amount of times I look at a website to find it hasn't been updated for 2 years, the following thoughts go through my head:

• They are not in business any more
• They do not want my business
• They can't be bothered so why should I buy from them?
• They don't know they should be updating their website

If you have a website, you need to ask yourself 'what makes visitors keep coming back to my website?' People will only come back if there is new content which means you need to have in place an Online Marketing Plan to ensure that you review and update your website regularly.

Take the time now to look at your website through the eyes of a visitor and evaluate the good and bad parts so that you have somewhere to start.

If you need some help updating your wesbite or conducting a makeover, contact us to see how CKPA can help.

Until next time,

Emma Walker
CKPA Office Solutions

Another year has gone

The majority of businesses have their financial year running from April to March and I am no exception.

Another year has passed in our businesses and this gives us the opportunity to:

• Reflect on how business has been over the last 12 months
• Produce budgets and marketing plans for the new year
• Plan for the future growth of the business
• Relax and take time out for yourself

Have you looked at your business and planned for the new financial year? If not, you need to do it quickly to make sure your business is running to its potential.

Until next time,

Emma Walker
CKPA Office Solutions