/index.php?/news Latest News… en melanie@contactfirst.com.au Copyright 2010 2010-08-30T02:21:31+00:00 http://www.contactfirst.com.au/news/what-can-the-words-award-winning-business-do-for-you-and-your-business/ http://www.contactfirst.com.au/news/what-can-the-words-award-winning-business-do-for-you-and-your-business/#When:02:21:31Z Lunch at the Courthouse is always a splendid affair, however this luncheon was truly made ‘remarkable’ by the quality of speaker who had all us ladies and the few brave men that ventured along ‘totally engaged” in the messages he was relaying to us. Our speaker the inspirational and motivational Kurek Ashley made the event a truly ‘remarkable’ one. I’m currently reading his book ‘How Would Love Respond’… I actually bought it for my beloved Rod and had it signed especially…”Dear Rod Live Your Dreams.”. I couldn’t resist the temptation to read it first….Kurek put out his line and I was hooked! Two weeks ago I attended the Redland City Women In Business luncheon, and what a fantastic turnout it was. - 77 attendees! Lunch at the Courthouse is always a splendid affair, however this luncheon was truly made ‘remarkable’ by the quality of speaker who had all us ladies and the few brave men that ventured along ‘totally engaged” in the messages he was relaying to us. Our speaker the inspirational and motivational Kurek Ashley made the event a truly ‘remarkable’ one. I’m currently reading his book ‘How Would Love Respond’… I actually bought it for my beloved Rod and had it signed especially…”Dear Rod Live Your Dreams.”. I couldn’t resist the temptation to read it first….Kurek put out his line and I was hooked! I cannot stress enough that during these financially challenging times we need to make our businesses ‘remarkable’ in order to keep our existing customers engaged and to convert prospects into customers. During the luncheon we also head from our local talented artist Brylee Langley on what it means to be an Award Winning Business. Brylee spoke of how winning the Women In Business Award at the Redland City Chamber of Commerce’s Annual Redland’s Business Achievement Awards 2009 has positively impacted upon her business. Brylee gave a wonderful presentation on just how responding to the Awards criteria she was able to gain a deeper understanding of her business and of areas that needed improving. I could relate to all the benefits in applying and winning the Award that Brylee spoke about at the luncheon, because my UK business was a multi award winning business and winning multiple British Safety Council … Health and Safety Awards in our industry…demolition and asbestos removal…was instrumental to our clients choosing us to undertake their demolition and asbestos projects. Winning those Awards 4 years consecutively assisted us to sell our Business in 2005. In an industry where health and safety were of paramount importance, it proved to the new owners that we were a credible and remarkable business. All Redlands businesses have the opportunity to participate in the Redlands City Chamber of Commerce’s Business Achievement Awards 2010. Nominations are now open, and registration’s close at 3.00 pm on Friday 3rd September, 2010. I would urge all businesses who would like to move to that next level to think about nominating for a Business Achievement Award. Here at Business Grow, Rod and I are happy to assist you in anyway we can to make your application truly ‘remarkable’. Melanie Lavelle-Maloney, Principal of Contact First Business Solutions, Contact First operates the Redland City Business Grow Program which is an initiative of the Redland City Council. Phone 1800 282 208; e: rcbusinessgrow@contactfirst.com.au 2010-08-30T02:21:31+00:00 http://www.contactfirst.com.au/news/marketing-considerations-to-suit-the-retail-customer/ http://www.contactfirst.com.au/news/marketing-considerations-to-suit-the-retail-customer/#When:14:02:08Z Needs beats Wants, do you stock what the customer needs, customers with shopping lists are focused and make less impulsive purchases Value beats Difference, I know what I want so please give it to me at your best price. Convenience, where I am beats where I’m going. If i see an item in your store that is usually purchased elsewhere I’ll but it now to save time.Needs beats Wants, do you stock what the customer needs, customers with shopping lists are focused and make less impulsive purchases Value beats Difference, I know what I want so please give it to me at your best price. Destination beats Impulse, I’m going to my regular isle in my usual store and I’m not trying to be distracted. Convenience, where I am beats where I’m going. If i see an item in your store that is usually purchased elsewhere I’ll but it now to save time. Financial Conservatism beats financial Adventure. Retails and manufactures are focusing on the goods they know drive sales rather than risky sales forecasting or worse keeping excessive inventory. Store refurbishment is less risky than new store openings. Marketing is about planning the various components and the steps that bring customers together with your business. Marketing is the whole pie. The various slices or components of that pie are advertising, market research, product, pricing ,public relations, distribution, promotions, customer support, community involvement. Marketing is everything business undertakes to facilitate an exchange between the business and the consumer as a potential and genuine customer Advertising is a component of Marketing. It is the story and announcement, the message from and identified business promoting its products and services to potential and existing customers. Marketing 2010-07-04T14:02:08+00:00 http://www.contactfirst.com.au/news/measure-up-or-else/ http://www.contactfirst.com.au/news/measure-up-or-else/#When:13:47:26Z Aside from tragedy and loss associated with an aircraft crash the most vital piece of equipment to be retrieved is the aircraft flight data recorder. The early version “black box” used film to record data showing fuel, attitude, speed and other basic measurements. Data recorders today have the computer capacity to log all the vital performance and functions of the aircrafts systems. This data is a snapshot of all the measurements and setting that were in place during flight and pre impact. Aside from tragedy and loss associated with an aircraft crash the most vital piece of equipment to be retrieved is the aircraft flight data recorder. The early version “black box” used film to record data showing fuel, attitude, speed and other basic measurements. Data recorders today have the computer capacity to log all the vital performance and functions of the aircrafts systems. This data is a snapshot of all the measurements and setting that were in place during flight and pre impact. Every business should operate with its own version of an in-flight recorder. Here is a killer question, What measurements are in place for your business operation. Aside from the basic data from a sales transaction, bank statement, debtors and creditors figures, what measurements and data does your business utilize . The maxim is clear ‘if you fail to measure, you fail to manage’, meaning how can you plan and make critical decisions for your business if you don’t capture and use all the relevant data regarding the current activities, performance and results. If business failed to measure sales and expenses how would you determine a break-even figure , the amount of sales required before a profit was achieved. Let me give you an example, if your sales mark-up was 50% on cost items and your weekly expenses were $1000 , the break-even for the week is $3,300. From this data business sales can be managed to achieve the required results. Measurements can be made on all areas of business , including productivity and marketing. Let’s look at a marketing example. If your advertising was driving say a 121 customers into you shop each week and the sales figures only recorded 9 sales would you spend more money and change the marketing. The short answer is no. The measurements show there is a conversion problem. Money would be better invested in your staff with sales training or customer service skills. Business success and replicated profits are more likely with sound management. Effective management is possible when   the data from the business systems has been collected and analysed to ensure planning and business decisions are non reactionary and congruent to the owners’ and the businesses objectives. Business Systems 2010-07-04T13:47:26+00:00 http://www.contactfirst.com.au/news/has-your-business-improved-in-the-last-12-months/ http://www.contactfirst.com.au/news/has-your-business-improved-in-the-last-12-months/#When:13:45:32Z When we ask businesses this question, here are answers we often hear…….. I’m so involved in the day to day tasks, I don’t get time to look at the business at a high level. Nobody can do things the way I do them. The buck stops with me so I get bogged down. I don’t have time to look for long term solutions to problems so I end up putting out fires all the time.When we ask businesses this question, here are answers we often hear…….. I’m so involved in the day to day tasks, I don’t get time to look at the business at a high level. Nobody can do things the way I do them. The buck stops with me so I get bogged down. I don’t have time to look for long term solutions to problems so I end up putting out fires all the time. I can’t get the right people. Nobody cares about things like I do. I don’t have the time or money to change things. I pay taxes, wages, suppliers. Everyone else gets paid and there’s nothing left for me. Nobody knows the business like I do so how can anyone help me. It’s just the way it is, business is tough. Things will be better next year! In another week we will be coming into the new Financial Year.    This past financial year has been another year of ups and downs, for many of us (particularly those in retail) the remainder of this 2010 year will be spent riding the rollercoaster. If your business hasn’t gone the way you intended it to, in the past 12 months, perhaps it is time to consider what you can do to make some improvements. You won’t be able to readily solve all of your problems in an instant but if you choose some key areas you would like to improve you can start to make improvements and see results. What most businesses need to do is something different. Sometimes we need to think outside the box. It is sometimes easy to procrastinate, leave it a month or two and sit back and wait, sit tight for the economy to turn around, wait until sales pick up etc.. but the reality is that you can begin making improvements whenever you want, and benefit from these improvements in a short time.. You have to be motivated to make the change or accept the consequences of doing nothing.  The reality is the economy isn’t going to do a 360 degree turnaround, we have to deal with the way things are now!  Sometimes it is difficult to think outside the box when we work so hard in our businesses.  Redland City Business Grow offers free business advice and mentoring assistance to Redland Businesses.  We would be happy to assist and facilitate for you to think outside the box and problem solve. For further info please contact our Consultants on 1800 282 208 or email; rcbusinessgrow@contactfirst.com.au Local News 2010-07-04T13:45:32+00:00 http://www.contactfirst.com.au/news/the-difference-between-marketing-advertising-and-public-relations/ http://www.contactfirst.com.au/news/the-difference-between-marketing-advertising-and-public-relations/#When:13:27:32Z If a young man tells his date she’s intelligent, looks lovely, and is a great conversationalist, he’s saying the right things to the right person and that’s marketing. If the young man tells his date how handsome, smart and successful he is—that’s advertising. If someone else tells the young woman how handsome, smart and successful her date is—that’s public relations.” If a young man tells his date she’s intelligent, looks lovely, and is a great conversationalist, he’s saying the right things to the right person and that’s marketing. If the young man tells his date how handsome, smart and successful he is—that’s advertising. If someone else tells the young woman how handsome, smart and successful her date is—that’s public relations.” Did You Know? A satisfied customer may tell 3 – 5 people about their experience… A dissatisfied customer may tell 8 – 20 people about their experience.  The average business never hears from 96% of its unhappy customers.  For every complaint received the average company has 26 customers with similar complaints, 6 of which are serious problems.  Of the customers who register a complaint as many as 70% will do business again with your organisation if the complaint is resolved effectively.  That figure goes up to a staggering 95% if the customer feels that their complaint was resolved quickly.  It costs 6 – 8 times as much to attract a new customer as it does to keep an existing customer!   What's New 2010-06-30T13:27:32+00:00 http://www.contactfirst.com.au/news/be-consistent-before-change/ http://www.contactfirst.com.au/news/be-consistent-before-change/#When:12:17:54Z Having capacity to change and project a new fresh image is often promoted as a secret to business success. A flashy new advertising scheme,  new logo ,  new coat of paint to the premises .A magic silver bullet to fix any business ailment and bring the customer flooding in . However many businesses that spent such money and resources soon discover the business performance remains the same. Having capacity to change and project a new fresh image is often promoted as a secret to business success. A flashy new advertising scheme,  new logo ,  new coat of paint to the premises .A magic silver bullet to fix any business ailment and bring the customer flooding in . However many businesses that spent such money and resources soon discover the business performance remains the same. So what is missing from the business success equation?.  What fundamental of business operation is not identified or understood. In a word, consistency.  Business consistency in the eyes of the customer. Consistency in product,  pricing or customer service.  Customers will leave a business standing cold regardless of any flashy facade and marketing rollout if they perceive the business is not consistently meeting their needs and consistently solving their problems. By some opinions the Big Mac may not be the world’s best hamburger. So what makes McDonalds customers so loyal. Consistency. Every Mac’s outlet looks consistently the same, the product is consistent, the delivery time, packaging and price is consistent. Time again the customer expectation is met. What is being sold here is consistency. A business that demonstrates being consistent in what it delivers to the customer can change and create a fresh progressive new image. New product lines can be introduced for business to expand and grow. However before your business splashes money and resources on new marketing or growth strategies,  be sure it can deliver consistency on its business promises. Your customers will reward you with loyalty and business success. Customer Service 2010-06-20T12:17:54+00:00 http://www.contactfirst.com.au/news/business-by-technology/ http://www.contactfirst.com.au/news/business-by-technology/#When:12:17:51Z Technology is   the tour-de-force in driving change and trends in business. Typically trends driven by society are where people embrace new behaviour or habits, political trends is when Government roll out new policy or programs and just as quickly scrap funding , financial trends are where horse racing appears more creditable than banking or shares. Bad jokes aside, all trends have varying impact on living and on being in business. Technology is   the tour-de-force in driving change and trends in business. Typically trends driven by society are where people embrace new behaviour or habits, political trends is when Government roll out new policy or programs and just as quickly scrap funding , financial trends are where horse racing appears more creditable than banking or shares. Bad jokes aside, all trends have varying impact on living and on being in business. However the greatest residual trend setter is innovation technology. The consistent advancement   and changing technologies is what will provide business with new ways of thinking , operational- system options and business conduct. Information storage and accessibility is forever changed and changing. Google now operates with capacity to index and refresh the contents of a large city library every 4 hours. A telephone was once the device to speak to business or a friend at a distance. Now videos , texts, photos, music , world news or your position on the planet are available on telephones of mobility. 20 years ago there was no internet. Today business can be done on-line via the world web. Is this a trend to virtual business, will business become an avatar experience. Today managing and operating a SME involves identifying and understanding the technological trends. Business needs to embrace technology that will compliment and support their vision for business. Computers have enhanced and enriched our lives presenting   many new learning challenges . So much for technology creating more free time. What is apparent is that technology has blurred the boundaries of time , blending our life in   work, leisure , private time and business. There is no time for old fashion business. Yes old fashion courteous and efficient customer service never goes out of style but behind that service experience business must be at speed with all the technology that ensure business operation, systems and performance can deliver the customer demands and expectations. Further be able to replicate the business guarantees, promises and product quality at most competitive prices. Business has the choice to implement a wide range of technology innovations .Data bases are the new link to connect business to customers. Marketing messages can be created and managed for internal or external communication . Business systems and measuring performance levels can be monitored and reported . Daily operation can be reviewed and analysed to monitor if adjustments need be made relative to goals plans and profits. Up-to-the minute financial information can assist in decision making. Don’t ignore the technology trend, understand its relevance and where your business can benefit. Business Systems 2010-06-20T12:17:51+00:00 http://www.contactfirst.com.au/news/changing-times-re-engineering-your-business-to-create-greater-producti/ http://www.contactfirst.com.au/news/changing-times-re-engineering-your-business-to-create-greater-producti/#When:12:13:23Z This month I want to focus on a favourite subject of mine… Dealing with Change Management and Re-Engineering strategies for your growing business to become streamlined and able to cope with the changing business environment it operates in. This month I want to focus on a favourite subject of mine… Dealing with Change Management and Re-Engineering strategies for your growing business to become streamlined and able to cope with the changing business environment it operates in. What is change management?  Why do so many of us Business Owners struggle with its concept?  Change Management is often associated with the culture of a business.  The culture of a business can be defined as the beliefs and practices of those owner/managers who first established the business.  In time as the business grows and employs more staff, these pioneers’ beliefs and practices are challenged.  Those Owner/Managers who can readily identify with the organisational changes and put into practice strategies to enable the organisation to cope with these ‘growing pains’ will succeed… While change may happen one person at a time, there are processes and tools that can be utilised to facilitate this change.  Communication and training are two that readily come to mind.  However in order for the business to be a cohesive functioning unit, Individual and Organisational change needs to occur. For the individual; there needs to be:- Awareness of the need for change Desire to participate and support the change Knowledge on how to change Ability to implement required skills and behaviours Reinforcement to sustain the change For the organisation I find this simple 3 phase model effective; Phase 1 – Prepare for change Defining your change management strategy Prepare your change management team Develop assessment, structure and roles Phase 2 –  Managing Change Develop Change Management Plans Take action and implement Plans Phase 3 – Reinforcing Change Collect and analyse feedback Diagnose gaps and manage resistance Implement corrective actions and please don’t forget to celebrate successes! Business Planning 2010-06-20T12:13:23+00:00 http://www.contactfirst.com.au/news/franchise-not-always-easy/ http://www.contactfirst.com.au/news/franchise-not-always-easy/#When:12:12:28Z Franchising is a popular entry to owning and operating a small business. The sector has experienced growth of 16% in the last 3 years with over 1000 chains and 70,000 outlets creating $170 billion sector. During and post Financial Crisis workers sensing or experiencing retrenchment were driving franchise take-ups. Keen to enter the business fray new players committed redundancy money,  family homes and life savings to buy in. Buyers decision making processes are not always tempered in good business sense or business knowledge. Key decision factors to purchase franchises are based on lifestyle,  brand security, self direction, income and skill development. What becomes apparent for new franchisees is their investment is a costly buying of a job and not the freedom and financial empowerment anticipated. Franchising is a popular entry to owning and operating a small business. The sector has experienced growth of 16% in the last 3 years with over 1000 chains and 70,000 outlets creating $170 billion sector. During and post Financial Crisis workers sensing or experiencing retrenchment were driving franchise take-ups. Keen to enter the business fray new players committed redundancy money,  family homes and life savings to buy in. Buyers decision making processes are not always tempered in good business sense or business knowledge. Key decision factors to purchase franchises are based on lifestyle,  brand security, self direction, income and skill development. What becomes apparent for new franchisees is their investment is a costly buying of a job and not the freedom and financial empowerment anticipated. Franchising is not always a business model of roses and the question to ask yourself is it for me. However a business model that has developed the business systems, manuals, processes for quality replication of product and services is what any SME should aspire . Mac Donald’s is the ultimate development of business franchise model delivering customer experience , product ,cost and quality consistently. Business operators with successful businesses are drawn to become franchisors for their own business expansion needs. Clients and associates often spark the process by suggesting ,this business is so good one would work well on the coast or up north why don’t you franchise. Rather than replicate and run more of the same businesses , owners greed rushes an ill-conceived unprepared franchise model onto the market for the unknowing to buy. For new franchisee business entrepreneurs,  Caveat Emptor. Be very aware. Do more than enough due diligence. The Franchise Advisory Centre suggest 1 hr due diligence per every $1000 of investment. Pay money first to get sound business advice . Be absolutely sure you understand all documentation. Before purchase go and work in that particular business . Go to the shopping centre and check out the daily operations, count the customers for yourself. Be sure that all promises and statements made by the franchisor can be verified. Understand the license agreement. Be clear on responsibilities like training, launch promotions , staffing and rostering requirements, inventories. Understand the prescribed method of product preparation and sell, advertising and marketing.  Ask the tough questions. What if this doesn’t work out , if it’s not profitable , when it’s time to sell .  If you are an individual by nature a franchise may not be you. Operating business or considering starting business for Free business assistance contact ;  Redland City Business Grow   rcbusinessgrow@contactfirst.com.au Franchise Operations 2010-06-20T12:12:28+00:00 http://www.contactfirst.com.au/news/intellectual-property-protection-builds-business-assets/ http://www.contactfirst.com.au/news/intellectual-property-protection-builds-business-assets/#When:12:10:42Z Business entrepreneurs and those undertaking Business Planning should address the premise , always begin with the end in mind. That’s what planning embraces, a start direction strategy resources and the goal . Creating a saleable asset in business should always be in planning . Many businesses end never to realise true value . Often a hobby or trade morphs into a business only to become   a job and a collection of worn-out equipment of little asset value.  Franchising more often achieves an identifiable replicated package of value. Marketing, branding ,systems and processes creating an asset of value including specific Intellectual Property that must be protected. Business entrepreneurs and those undertaking Business Planning should address the premise , always begin with the end in mind. That’s what planning embraces, a start direction strategy resources and the goal . Creating a saleable asset in business should always be in planning . Many businesses end never to realise true value . Often a hobby or trade morphs into a business only to become   a job and a collection of worn-out equipment of little asset value.  Franchising more often achieves an identifiable replicated package of value. Marketing, branding ,systems and processes creating an asset of value including specific Intellectual Property that must be protected. Protecting Intellectual Property ( IP ) in business is no longer the domain of scientists cooking up mysterious chemicals, inventors building better mouse-traps for manufacture or multinational corporations promoting and protecting trademarks. Technology and global multimedia has driven exposure, demand and need to protect IP and in the process defined the value factors in Business names, logos, products branding, packaging and processes. Protection prevents others eager to copy, steal, infiltrate and even make demands on you to cease trading. There is little point or reward investing finances or time creating a business brand and customer following only to have copy-cat operations gain a free ride, create market confusion and drive you out of business due to inadequate IP protection. IP protection can be in the several formats and could secure your business competitive advantage.  Patents;  legally enforceable rights to exploit an invention or process for the life of the patent.  Designs;  protection for visual appearance of products , shapes, configuration ornamentation what it is made from and how it works.  Trade Marks; logos, pictures, numbers, shapes, colours, scents and sounds that distinguish goods and services of one trader from another.  Copyright;  the original expression of ideas, original works of music, literature, films, broadcasts and computer programs. Plant Breeder’s Rights; protecting new varieties of plants.  Confidential Information; trade secrets, manufacturing specifications, business and marketing plans, client lists and agreements with third parties. Know How; the application of tried and tested techniques or processes to new situations. Intellectual Property, data bases,  property-equipment-stock   all have relevance to adding real business asset value.  It is important to identify IP assets in your business , seek advice on protection available and the legal rights that constitute them in relation to all your products and services. Contact Melanie at Business Grow (a Redland City Council Initiative) 1800 282 208 for free business information on IP. Marketing 2010-06-20T12:10:42+00:00