Let's talk business june 2013

Let’s Talk Business MARKETING MEANS BUSINESS - Solutions for Small Business

Issue 05 June 2013

Calls to Protect Small Business AUSTRALIA'S $202 billion franchising sector should be backed by penalties and better disclosure of joint marketing funds, a new report says.

The Federal Government-backed review of the Franchising Code has also called for the introduction of a duty of good faith - a new element designed to counter allegations of franchisors refusing to offer extensions to contract terms after franchisees have built up a new business.

Parliamentary Secretary for Small Business Bernie Ripoll has not committed to the report's 18 recommendations but said he will consult to ensure the sector "can continue to grow and develop as an essential part of our economy".

The sector has long been wracked by tension between franchisors and their contractors, the franchisees, with legal cases highlighting the disparity in power and potential for abuse.

The Australian Competition and Consumer Commission recently abandoned its regulatory neutrality and called for penalties to enforce breaches of the Franchising Code now backed by a recommendation of $50,000 penalties for breaches and broadening the ACCC's powers to demand documents.

The review, undertaken by Alan Wein, has also squarely addressed concerns about the administration of joint marketing funds.

Mr Wein has recommended the funds be kept under trust - thus ensuring the franchisor has a duty to account for the funds to franchisees - and that company-owned units contribute the same amount as franchised units.

The fund would also be audited annually, if the recommendations are adopted.

The report has dismissed calls for recognition of franchisee goodwill at the end of the contract and limited the scope of "good faith" to be introduced under the Code.

The Franchise Council of Australia welcomed the report and again called for a consistent approach a direct challenge to South Australia, which is preparing its own Franchising Code that is likely to be inconsistent with the provisions of the Federal Code.

Conversely, the Franchise Council of Australia welcome the outcomes and recommendations of the recent review of the Franchising Code of Conduct, conducted by franchising expert Alan Wein.

“This is the most comprehensive

Federal Government backs review of the Franchising Code: The Franchise Council Australia welcomes Review:

of

AUSTRALIA'S $202 billion franchising sector should be backed by penalties and better disclosure of joint marketing funds, a new report says.

Russell Emmerson From: News Limited Network

review undertaken of the Code since its introduction in 1998.

Pleasingly, but not surprisingly, the Wein Report has found that the Australian franchise sector operates well, and the Franchising Code of Conduct is ‘a robust model’ and ‘generally operates effectively within a very dynamic and difficult economic environment’,” notes FCA Chairman Michael Paul.

“This is the most comprehensive review undertaken of the Code since its introduction in 1998. Pleasingly, but not surprisingly, the Wein Report has found that the Australian franchise sector operates well, and the Franchising Code of Conduct is ‘a robust model’ and ‘generally operates effectively within a very dynamic and difficult economic environment’,” notes FCA Chairman Michael Paul.

“We look forward to working with the Government to ensure the recommendations are implemented.”

Marketing Means Business 0451 184 599 Email: dennis@marketingmeansbusiness.net.au Web: www.b2bbs.com.au

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DO YOU CONDUCT REGULAR COMPETITOR RESEARCH ?

(SPYING) Dennis Chiron Marketing Means Business 0451 184 599 dennis@marketingmeansbusiness.net.au Skype: dennis.chiron2

An essential tool in any business's toolbox is a clear idea and understanding of reality.

Reality? What's that?

Reality is the difference between the way you are conducting business compared with the way your competitors are conducting their business.

The ultimate goal is to do absolutely everything better than your competitors. But how do you accomplish that? The answer is: by spying.

Successful business owners ensure that they thoroughly research their competitors, their industry, and especially, themselves.

Just realize that business information is more available now than ever and that your competitors are “on the ball”.

They're getting smarter every day, and the only way you're going to know how you measure up to them is by actively engaging in regular spying.

Competitor ‘Fact-Finding’ is a painful job, especially when you learn that you are falling behind, but the opportunities to make your business the best make up for the pain.

Here are five suggestions to help you get the best out of your Competitor Research: 1. Order something.

Buy something from some of your competitors. Do it by phone or mail or in person. Keep a watchful eye out for the

smooth or rough edges in the entire process. There will be more differences than you think. And you must ensure that you must outshine your competition in all areas. Note especially when they do their follow-up. Make sure that you can do it faster.

2. Visit your competitors. You personally, or one of your most trusted people should pay a visit to the premises of your competitors.

Note the little details that win or lose potential customers.

3. Phone your competitors. Focus on the personality and attitude of the person who answers the phone. If it's warmer and more friendly than the person who answers the phone in your business, then train your person to excel in this role.

4. Make a request for something.

Maybe it will be a price list or a brochure. See how your request is fulfilled, concentrating on speed and follow-up. Do you handle requests as professionally as your competition?

5. Compare and assess. Look at your own business through the eyes of your customer and compare your and your competitors' service, pricing, packaging, people, product selection, follow-up, signs, quality, delivery and attitude. Only thorough research will give you honest feedback on how you're doing.

6. Buy something. It always helps you to own the product or use the service of your competitors, because it enables you to spot your own weaknesses as well as your own strengths.

Be prepared to have to face up to some home truths about your business.

Of course, there's a chance that you're doing everything better than your competitors, but if you research (spy) properly and learn from your espionage, there's a great chance.

Once you've completed your research, react to what you've learned and be committed to improving.

Of course, a nicer term for this activity are words like Competitor Analysis; but no matter how it is phrased or worded, it boils down to be totally aware of everything your competitors are doing.

Remember, many of the best companies in the world remain at the top of their game by keeping a very close eye on their competitors.

Strategic competitor analysis is an excellent way to obtain information about important competitors and use that information to predict competitor behaviours whilst making better business decisions.

In my own capacity, both as a business owner and a consultant, I am often surprised that small to medium business owners neglect to analyse their competition.

It is so important to know who and what you’re competing with. Can you imagine that Microsoft doesn't know what Apple is doing in terms of its product development and market share, or vice versa?

Marketing Means Business 0451 184 599 Email: dennis@marketingmeansbusiness.net.au Web: www.b2bbs.com.au

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PROTECT YOUR IDEAS Dennis Chiron Marketing Means Business 0451 184 599 dennis@marketingmeansbusiness.net.au Skype: dennis.chiron2

There are only three ways to

protect intellectual property patents, trademarks and copyrights.

A patent applies to a specific product design; a trademark to a name, phrase or symbol; and a copyright to a written document.

All three methods have limitations; there's no one perfect way to protect an idea.

Successfully licensing an invention or taking a product to market requires research and the ability to talk to people about your invention.

For good reason, many inventors are reluctant to share their invention with people they don't know.

However, it is impossible for a manufacturer or retail buyer to commit to a product without seeing it.

People often ask if they can sell an idea of a new product or service to a company that will implement it. But ideas that can't be protected are worth relatively little. I don't mean necessarily legally protected, but at the very least, protected with marketing momentum, image, and awareness.

Relatively few of the well-known successful start-ups depended on the ideas. What matters is doing it, starting it up, getting it done.

For example, when Apple Computer started in 1976, thousands of people had the same

idea.

Altair and MIPS were already producing. Every hobbyist club in the country talked about it in their meetings.

Apple Computers, however, did it. They found the resources, contracted people, took the risks, and started up.

There are plenty of good examples.

Was Federal Express patentable?

No, but they did it. Look at Amazon.com—it was a good idea, but very easy to copy or imitate.

In that case they knew they had to move fast and gain visibility very quickly to pre-empt competition.

What about McDonald's?

proven the idea and developed the concept, it's even harder to think they'll do it better.

My advice is to build some advantage first, develop this idea, bear down, and make it work. After that, then you will have something to sell.

Even without patents, you could have trademarks, service marks, and legal protection against people trying to trade on your company's name and trademarks.

Think of it from the buyer's point of view, for awhile. Which would you rather buy, an idea, or a business?

There are companies whose main advantage is the idea. Kodak, Polaroid, and Xerox are examples, but these are exceptions, not the rule.

Turn your idea into a business that works, with sales and employees and a market position, and then you have something to sell.

By the time you've had a good idea, so have hundreds or thousands of others. So how do you approach a large company with a good idea? I suggest that you don't; at least not until you have momentum.

Companies really don't pay for an idea, patent or trademark. What they pay for is the work you've done to get an idea to market-ready status.

Sure, some ideas need larger companies to move them forward, but if your idea is that good and not legally protectable, why shouldn't the big company move in on it?

Managers are charged with enhancing the value of the company they work for, and you're saying there's no patent, so why not? They aren't bad people, it's just that you don't own the idea.

Besides, larger companies move very slowly, and unless you've

Remember that there are almost always people proposing ideas to large companies, and you'll have to make sure the contact in the company understands that you might have something that's very worthwhile.

It's hard for me to think you can do that without building it first, then selling it.

Think about what it is you own that they would need your participation for—perhaps it's your expertise or name in an industry. ďƒž

Marketing Means Business 0451 184 599 Email: dennis@marketingmeansbusiness.net.au Web: www.b2bbs.com.au

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“Prancerine” Creator: “Let Them Laugh”

2012's Most Overused Buzzwords

It could be the new Gangnam Style, except this dance craze is no joke.

Joanna Rohrback has unleashed "Prancercise" on the world, a unique exercise program that mimics the various gaits of a horse. Jane Wells, CNBC News 30th May 2013

Calling yourself "creative" is getting less and less creative. LinkedIn has released its list of the most overused buzzwords on LinkedIn Profiles, and for the second year in a row, "creative" tops the list.

Holy Cow Sells for $170,000

Forget Bacon, What Else Do We Need to Stockpile?

The droughts that ravaged crops across North American and Russia have had a huge impact on the food supply, livestock and farmers but now it may be time to hit the “panic” button – one pig group is predicting a BACON SHORTAGE. “A world shortage of pork and bacon next year is now unavoidable,” the National Pork Association in the UK said this week.

Think beef is expensive now? A cow just sold for a record $170,000 at auction in Syracuse, New York. "That's more than the median home price in Central New York last month: $112,500," wrote Marnie Eisenstadt in the Syracuse PostStandard.

Well, you can't milk a house.

The Worst Movie of 2012 "John Carter," was voted the worst movie of 2012, and it was a movie so bad that Disney wrote it off as a $200 million loss? Well, at least the film brought in an estimated $72 million in ticket sales domestically, plus another $210 million worldwide.

Women More Marriage

Drink After

According to Psychology Today, women start drinking more after they get married, while men start drinking less.

But now, it looks like the next acute shortage will be Beer. According to the Daily Beast, "Water shortages might be the end of two of the world's most beloved alcoholic beverages. Germany's premier beer-making region is having a hard time growing hops and barley without some aquatic help." $315 Nikes?

Now that's a Shoe Shoes are the new cars. Men now aspire to do what women have aspired to for a long time —spend a month’s grocery bill to cover up their feet.

The latest proof is the Lebron X shoes, which carry a price tag of $315.

The Ragu Commercial That Has Everyone Cringing Worst business marketing move of the week!

Ragu is trying to sell spaghetti sauce.

Rather than selling it on taste, or convenience, or fresh ingredients — maybe these are not its strengths? — the company has landed on the idea of spaghetti sauce as comfort food.

Grass-lined Flip -Flops - Would You Buy Them?

The $30 flipflops, made by Australia based KUSA("kusa" is "grass" in Japanese), are not lined with real grass, but with "life-like artificial grass to give you the feeling of walking out in an open field--minus stepping on bees."

Wonder how they smell?

Asphalt From Pig Manure?

Desperate times call for crazy measures.

As high feed costs put livestock producers in a bind —especially dairy farmers. Sure enough, a company called NuVention Solutions in Valley View, Ohio, is developing an asphalt binding additive made from...manure.

"Do you know we have 900 million tons of animal waste a year?" asked NuVention's President, Jim Sattler.

A pilot project in Missouri "shows no signs of deterioration" and "appears to be performing well after having been in place for a year."

Marketing Means Business 0451 184 599 Email: dennis@marketingmeansbusiness.net.au Web: www.b2bbs.com.au

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Business Expert, Chrissy Crust, Launches New Consulting Services Web: http://chrissycrustconsulting.com.au/ Email: chrissycrust@chrissycrustconsulting.com.au.

Business expert and entrepreneur Chrissy Crust recently launched her business, Chrissy Crust Consulting, to help small, micro and solo businesses succeed in an increasingly competitive market.

Crust has worked closely with businesses for over 30 years, and over that time, she developed a keen interest and passion for smaller sized businesses.

After noticing how little guidance was being offered to micro and solo businesses, Crust decided to design specialised services for the smaller end of the market.

“I’ve worked with a number of businesses over the years. I wanted to bring my experience in food, hospitality and retail, to the smaller end of the market because I feel that’s very neglected,” said Crust.

Services offered by Chrissy Crust Consulting are tailored to help businesses with hard tasks such as business planning and managing cash flow.

“Some of the business coaching packages I offer are to help people write business plans.

A lot of business owners, often to their detriment, either don’t have the time to write a business plan, or are too scared to write one. But the basis for any good business is a framework,” said Crust.

She explained that business owners often fall short of reaching their goals because they’re not implementing cost-effective marketing strategies and are struggling to manage their finances.

they’re critical to success and they tell the true story of your business” said Crust.

“Often you’re working in your business, and not enough time working on your business. This is where I can help.”

As a start-up business owner herself, Crust is all too aware of the stresses involved in the initial stages of building a business, and can connect with business owners on a more personal level.

“There are a lot of things you need to juggle as a small business owner until you’re able to outsource or delegate and take on staff.

I’m going through the same stages as other start-ups. So with my clients, I’m not only coaching them, but I’m also on a journey with them,” said Crust.

Crust’s advice to other business owners is “Believe in yourself, as cliched as that sounds.”

She explained, “I have a wonderful support network of more established and senior businesswomen and I’ve said to them at times, ‘how am I going to face all the things I have to do today?”

“They say, ‘we still feel that way sometimes’. So to me, it’s something that we need to keep reminding ourselves all the time – that we are quite capable doing it. We just need to stay focused on the end goal and continue heading in that direction. If you’re off path, redirect yourself and keep walking forward.”

Chrissy Crust Consulting is currently hosting workshops every month.

The next one, ‘Pricing for a Profit’ is held the last Wednesday in the month, and “Wholesaling for Small Business” is on the third Wednesday of every month.

For more information on services offered, or upcoming workshops, email Chrissy Crust at chrissycrust@chrissycrustconsulti ng.com.au.

Chrissy Crust's Summary Business consultant, coach and trainer specialising in micro to small business and social enterprise start ups and early stage enterprises; extensive experience in a broad range of industries.

Working with owners to see their business with fresh eyes, to make plans that make a difference and to support them along the pathway to satisfaction and success.

Specialties: Business analysis, writing business plans; developing growth strategies; creating procedures and operating systems; time management coaching.

Specialist services for small and micro business ranging from Business Review and Planning, one on one Business Coaching Packages, specific Coaching for areas needing attention, Business Building Workshops and follow on support.

We work with solo entrepreneurs, home based businesses, market staff holders, retailers, social enterpreneurs, start ups and early stage enterprises.

“A lot of people don’t like numbers, but Marketing Means Business 0451 184 599 Email: dennis@marketingmeansbusiness.net.au Web: www.b2bbs.com.au

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Geoff Butler FAIM AP, MAITD MACE Principal/Business Improvement & Implementation Specialist Business Optimizers Mobile: 0414 943072 Fax: 3036 6131 Email: geoff@businessoptimizers.com.au Skype: business.optimizers1

The Tortoise and the Hare Revisited We’re all familiar with the story of the tortoise and the hare, and how they became embroiled in an argument about who was faster.

To settle the argument they decided to conduct a race and settled on an appropriate route. They set off and soon the hare found himself miles ahead, so decided to sit under a tree and have a rest. He soon fell asleep and the tortoise plodded on steadily, won the race and was the undisputed champ.

The moral of the story being slow and steady wins the race.

That’s the version of the story we all know. However I recently heard an interesting new version that has lessons we can all apply to our businesses.

You see, the hare did some Root Cause Analysis about his loss and realized it was because he was too complacent. He decided that if he applied himself to the task there was no way the tortoise could beat him. So he went back and challenged him to another race.

This time the hare went flat out from start to finish and ran without stopping.

He finished the race and beat the tortoise by several miles. The moral this time is that fast and consistent will always beat slow and steady.

If you have two businesses, one slow, methodical and reliable, and the other fast and still reliable, the fast and reliable one will consistently achieve more than the slow and steady one. It’s good to be slow and steady, but it’s better to be fast and reliable.

The story doesn’t end there. The tortoise did some thinking and realized

that there was no way he could beat the hare in the race in its current format. He thought for a while and challenged the hare to a race over a different route.

The hare agreed and they headed off.

In keeping to his commitment to be consistently fast, the hare took off and ran at top speed until he came to a broad river. The finishing line was a couple of kilometers on the other side.

The hare wondered what to do. In the meantime the tortoise trundled along, got into the river and swam across then continued walking and finished the race.

The moral here is to identify your key strengths and competencies, and adapt the game to suit these strengths.

The story hasn’t finished yet. By now the tortoise and hare had become good friends and spent some time thinking.

They realized that the last race could still have been run better.

They decided to run the same race again, but this time as a team. They started off, and the hare carried the tortoise till the riverbank. There, the tortoise took over and swam across with the hare on his back. On the opposite bank, the hare carried the tortoise and they reached the finishing line together. They both felt a greater sense of satisfaction than they'd felt earlier.

What’s the moral of this story? It's good to be individually brilliant and to have strong core competencies; but unless you're able to work in a team and harness each other's core

competencies, you'll perform below par.

always

Teamwork is mainly about situational leadership and letting the person with the relevant core competency for a situation take leadership.

There are more lessons to be learnt from this story. Note that neither the hare nor the tortoise gave up after failures. The hare decided to work harder and put in more effort after his failure. The tortoise changed his strategy because he was already working as hard as he could. In life, when faced with failure, sometimes it is appropriate to work harder and put in more effort. Sometimes it is appropriate to change strategy and try something different.

And sometimes it is appropriate to do both.

The hare and the tortoise also learnt another vital lesson. When we stop competing against a rival and instead start competing against the situation, we perform far better.

To sum up, the story of the hare and tortoise teaches us many things.

Important lessons are: 

that fast and consistent will always beat slow and steady;



work to your competencies;



pooling resources and working as a team will always beat individual performers;



never give up when faced with failure; and



finally, compete against the situation. Not against a rival.

In Short, BE STRATEGIC!

Marketing Means Business 0451 184 599 Email: dennis@marketingmeansbusiness.net.au Web: www.b2bbs.com.au

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Peter Athey Specialized Management Services 0405 318 449 www.specializedmanagement.com.au peter@specializedmanagement.com.au

If It’s Worth Doing, It’s Worth Doing Badly!

If it’s worth doing, it’s worth doing badly. No, it’s not a misprint! …. AND it can make you good money

Any manufacturer will tell you that the products they produce could easily be improved.

This tool goes hand in hand with “perfection is the enemy of profit”

This is true for everything from soft drinks to super computers. Let’s consider your favourite software. Have you ever installed a Microsoft product first version that was bug free?

It’s not about doing a shoddy job or giving poor value to your customers.

It’s not about ‘everything’ being done badly, some things need to be done perfectly by definition.

For example, I want my brain surgeon to do the job perfectly.

What it is, is a great way to get a new perspective on your profitability and marketing efforts.

It’s not new either. So if you have not heard this twist on the “if it’s worth doing it’s worth doing well” you might be surprised that we have been discussing it since at least 1910.

The idea was said to be first expounded

by Gilbert Chesterton and is reportedly widely used out of context.

Chesterton believed that amateurs and generalists could be defended against professionals and specialists, however this may well be out of its original context too.

No matter the origins of the idea, as business people we often need to look at issues concerning our dealings often from several perspectives and this provoking notion is always a good starting point.

The programmers are smart enough to fix them, that’s not the issue. How many times a month do various software products ‘update themselves automatically?

So why publish something that is part of your reputation, part of your brand, that is essentially defective? The answer is of course, millions of dollars.

Wait costs money. As long as the product still presents a value proposition, it’s always worth trumping your competition, or taking what you would have earned earlier rather than later.

Does anyone remember their first XT computer with 8 kilobytes of ram and a 20 megabyte hard drive?

The 40 megabyte hard drive was available at the time and it was easy to double your RAM. IBM just thought getting a cheaper product to the market faster would be better for their customers and better for their bottom line.

Getting to the market early with a

substandard but cheaper product can build product awareness and actually create a need Especially when the product is new territory..

Who really believes that the iPhone 2.0 was not already a done deal even before the iPhone 1.0 was released?

What have you got on the drawing board?

What secret profit have you got waiting for production that you are hanging off because it’s just not perfect yet?

Everyone has a few pet projects that to them, look like a badly done job, but to a customer, if that represents a value proposition, you are missing out and so is your customer.

You owe it to your customer to think about “If it’s worth doing, it’s worth doing badly” however you owe it to yourself not to use it as an excuse retrospectively.

Ask yourself some questions. Is it good enough as it is? Would I buy it as it is? Will my customers still get good value? If you can answer positively then go for it.

Send Hate Mail to: peter@specializedmanagement.co m.au M: 0405 318 449

Marketing Means Business 0451 184 599 Email: dennis@marketingmeansbusiness.net.au Web: www.b2bbs.com.au

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Dan Buzer Profit Mechanics 0414 567 188 www.profitmechanics.net/ dan@profitmechanics.net

How I Sold My Business for 300% More Than My Accountant Said It Would Sell For “ … and in record time, with NO advertising and NO vendor finance …”

It may sound hard to believe, but it’s really quite simple. You see, most businesses on the market today are owned by people who are not trained to run, build and sell businesses.

Most people in business think short term … don’t spend money, make sure there’s enough in the account to pay the bills and where can I get more customers?

This is what amateur business owners constantly think and stress about.

Professional, trained and experienced business owners understand that the value of your business has very little to do with what it’s assets are valued at, how long it’s been around for or even what it’s sales figures are!

Here is the difference between a typical business, of which most die and a professional business that is easy to sell …

“The value of a business is determined by proof of a quality relationship it has with Prospects and Customers”

its

THIS is the true ‘’Good Will” of the business.

Good Will is simply the likelihood of future sales at a particular value.

How many good businesses have you personally seen get taken over by people who don’t maintain

good relations with their customers and in a very short time go broke?

There are three steps to follow to build and sell a business for its maximum value. Here’s a real life example from my personal experience. A coffee shop in a suburban shopping centre.

Step 1. Measure & Document your numbers constantly and in a way that they can easily be seen on 1 sheet of paper. A simple spreadsheet that shows the important numbers of your business in easy to see timeframes.

Not only how much you sell, but also WHO you sell to.

For example; New Customers; VIP customers; random customers; average dollar sales of each group; the products or services they buy most; when they’re next due to buy.

Step 2. SYSTEMS run the business – People run the systems. If the business owner is required to run the business, it is NOT a business, it’s a JOB! People will pay much more for a business than a job.

Most people find this part the most challenging. Get help from someone experienced in this area who not only know what systems you need, but also has the systems ready to be installed and customised for your business.

Step 3. Understand what the buyer really wants. My accountant looked at the numbers and compared to other businesses he had seen on the market

considered $100,000 to be ‘market value’. The buyer of my business and her husband were taking home about $1,500 per week working for other people.

They borrowed $315,000 to buy my business that would make them a profit of $2,500 per week. The loan repayments to get the business was $700 per week. So $2,500 - $700 for the loan = $1,800.

They got their dream of being their own boss, were getting a higher income from what they were doing and enjoyed working together. The price was irrelevant. The outcome was their passion!  If you would like to experience a complimentary review of your business that takes less than an hour, call Dan at Profit Mechanics on 0414 567 188. An easy to understand business performance questionnaire will be rushed to you so you can see where profit may be leaking from your business and how to fix it.

Dan Buzer – Profit Mechanics  Co founder of Profit Mechanics  One company Dan worked with grew from 6 outlets and $4.2 million dollars turnover to 36 outlets and $25,000,000 turnover in 7 years.  Has owned several businesses, including an Australian based franchise operating in 16 countries.

Out of 44 stores one of Dan’s was number 1 in the country from its first month! It consistently sold 1,000% more of its lead product than the franchise group average.

Marketing Means Business 0451 184 599 Email: dennis@marketingmeansbusiness.net.au Web: www.b2bbs.com.au

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Janelle Macpherson BBusInfMgt, DipMgt, Certified NLP Practitioner , Cert MHSS. Business Owner/Life Coach/Consultant emPOWERful Solutions Sub Company – Express Life Coaching Brisbane North ABN 76 594 335 474 Blue Card: 1161688/1 0409728579 janelle.macpherson@expresslifecoaching.com.au http://empowerfulsolutions.com.au/

“Sticks and stones may break my bones, but words can never hurt me” Remember this old saying?

I hope no one believes this old saying.

Children were told to say this to themselves when they were being teased or bullied at school. Words can be used to demoralise or praise, and can contain loving or hateful messages.

When a customer comes into your business and you welcome them into your store/office have you really thought about the words you use to greet them? I have been greeted with “are you right?” Or upon the instance of stepping over the threshold “can I help you?” On these occasions I have felt like saying “no I am half left” and “can I at least get in the store first”. I imagine these people thought they were trying to be helpful. At least they acknowledged me being in the store.

Most people upon entering an office or store would like to be greeted with a smile and a “hello or good afternoon/ morning”. Then when they are moving towards the counter or to look at the products depending upon the type of business you might want to ask “is there anything in particular I can show you or help you with? “ I had a very good experience when I stepped into an Accountant’s office one rainy day and the receptionist came out from behind her desk to help

me with my paperwork as I tried to close my umbrella. As she was helping me she commented that “the weather isn’t very nice today”.

This receptionist got it so right; not only did I get a nice smile and greeting from her, but I also got some much needed assistance. I was very impressed and automatically thought that I had made the right choice by coming to this Accountant.

Do you train your staff on how you would like your customers to be greeted?

The first few minutes are crucial as this will make the customer feel comfortable.

If the customer is “just browsing” don’t assume they are just ‘tyre kicking’ maybe they are looking for a gift for an upcoming event or thinking through their budget and wondering what they can afford.

Either way, you would certainly want them to come back and buy that product.

I had a very good teacher when I was in retail sales, they taught me that when a person enters the business premises that you smile and be genuinely friendly as your service can make or break the business.

Does your company use secret shoppers? Secret shoppers are a great

to obtain feedback. If you don’t have access to secret shoppers you could ask another business colleague to come to your business and act as a secret shopper. If you are a member of a business network group then you could always ask someone from there if they would like to come along and be a secret shopper.

Do you have a Customer Care card?

It is a card that you ask your customers to fill in (if they wish) to give you feedback. You can ask specific questions or just one - Did we care for you today? Or Did you receive good service today?

If you are the product in your business such as a Hypnotherapist or Life Coach or Mediator then you need to practice a lot more than smiling. Be mindful on the things you talk about during your sessions.

If your client brings up politics for example have a response ready so that you don’t get into that conversation. As you never know how your response could affect their perception of you.

I had an experience with a person who I felt stepped over the boundary in their conversation with me. They spoke about politics and they also made sure that I knew their viewpoint about certain programs for businesses.

Think about restaurants and retail shops you have visited, what is it about the place that would make you come back? Was it the service?

Was it their range of products? Did the practitioner remain professional?

What type of words would you want your customer to use when describing their visit to your place of business? ©Janelle Macpherson 2013.

Marketing Means Business 0451 184 599 Email: dennis@marketingmeansbusiness.net.au Web: www.b2bbs.com.au

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Ron Court AMC Dip (Funerals) MQJA JP (Qual) OH&S Advisor 0419679619 roncourt@aapt.net.au

employees are not exposed to hazards.

“General Duty of Care” Do you remember what it felt like when you first started a new job and how you felt?

Did you look for guidance, leadership just to get through the first couple of days? We all have a duty of care, so what is meant by that?

The terms "general duty of care", relate to broad responsibilities, expressed in general terms, of a wide range of persons who are connected with the work or within the working environment.

These may include employers, employees, self-employed persons and others, such as people who control workplaces, design and construct buildings or manufacture and supply plant. The concept reflects the fact that a "duty of care" is owed in law by one person to another.

Examples include: An employer must, as far as practicable, provide a work environment in which employees are not exposed to hazards; Employees must take reasonable care for their own health and safety, and that of others, at work; and Self-employed persons must, as far as practicable, ensure the work does not adversely affect the health and safety of others.

Provide safe systems of work Employers are required to provide and maintain workplaces, plant and systems of work so that, so far as is practicable,

The emphasis here is on the coordination of all work activity, so that one part does not endanger a person who is working in or on another part. This system of work should take into account the layout of the workplace, the storage and handling of all materials and the location and movement of all people on site.

The following matters need to be considered:  Planning, of the work.  Equipment and appliances, whether they are appropriate for the job and whether employees know how to use them.  People, carrying out the task need to have appropriate information, instruction, training and supervision.  Plans and procedures, for dealing with problems or mishaps, including the need for warning devices, emergency stop buttons, evacuation plans and so on.  A safe system of work implies that all aspects of the work have been considered as an integrated whole.

While the work may be broken into tasks for the purpose of hazard identification, it is necessary to consider the effects of all components on each other.

The provision of information, instruction, training and supervision and the provision of personal protective clothing and equipment, as specified under the general duties for employers, are an integral part of a safe system of work.

A safe system of work, takes into account unintended consequences or mistakes ("mishaps"). Employers need to consider the possibility of these

occurring and take steps to avoid them. When the likelihood of mishaps can be predicted they are "foreseeable" and employers have a duty to prevent them.

When considering the potential for mishaps, employers should take into account the risks of danger through inattentive work or work carried out without suitable instruction and training.

Inadvertent acts by employees could result in injury to themselves and others; and in situations where an employer can foresee that misjudgement or inattention is likely, the system of work should minimise these risks.

Similar workplace Experiences can alert employers to the problems that may occur in their own workplaces.

We can use a three step process to make sure we have a safe and healthy work environment.  Identify any Hazards associated with the work  Assess the risks of injury or harm to health with each hazard  Consider the means and apply the control measures, e.g. eliminate, reduce or control etc.

All Employers have the major responsibility under the general duty. In most cases, employers must provide a safe system of work with adequate information, instruction, training and supervision before employees can take reasonable care for their own health and safety at work.

You can get information about your OH&S obligations and other valuable OH&S resources both in hard copy and online from their websites. http://www.deir.qld.gov.au Always seek independent legal advice on what is applicable to your situation.

Ron Court

Marketing Means Business 0451 184 599 Email: dennis@marketingmeansbusiness.net.au Web: www.b2bbs.com.au

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Paul GILLMORE DFS Founder and Director Southern Cross Financial Services 07 5429 5561 0402 685 032 paul@sc-fs.com.au

Stop Press ! Changes to Finance Industry July 2013 There are substantial legislative changes to the financial services industry. These are as a result of the federal government review following the shocking behaviour of the Storm Financial Group, Opes Prime, Banksia and Basis Capital and others which affected clients so badly after the Global Financial Downturn.

Firstly, the terms “Financial Planner and Financial Adviser” are to be enshrined in legislation. It will be an offence from July 1 to call or refer to yourself as such unless you are fully qualified and licensed / operating under an Australian Financial Services licence (AFSL).

Protecting the Public Accordingly, advisers must attain and adhere to these standards or be unable to operate. Advisers must have educational standards plus ongoing educational requirements, carry professional indemnity cover, understand our clients and have a working knowledge of products we recommend.

This provides massive protection because it rids the industry of various crooks and charlatans who hold themselves out as being “Financial Advisers” when they might really be just property spruikers, shonky operators or banned ex-advisers.

Therefore, if someone can substantiate that they are a fully authorised adviser, the legislation seeks to ensure they maintain a proper standard thereby protecting the public.

Best Interests of Clients Another change in favour of client protection is the duty to operate in the best interests of the client. The fancy term is ‘Fiduciary Duty’ but it means that advisers must put the best interests of clients ahead of their own. This gives confidence to clients that their advice does indeed have their best interests at heart.

All good advisers have been doing this anyway but the fact it is now enshrined in legislation will bring added confidence.

Accountants Banned From 1 July 2016 Accountants will be banned from giving advice about whether to set up a Self Managed Superannuation Fund (SMSF) and financial advice for the SMSF unless they are qualified and operate under an AFSL. Accountants are not presently qualified or licensed to give financial advice however many of them do. Presently, accountants can legally advise on the set up of an SMSF. They can legally give broad financial advice but it must be non product specific. It means that they can recommend investments in shares, commercial or residential property, Managed Investment Schemes, art, collectables etc but they cannot advise which ones to buy.

Similarly, Financial Advisers are not able to give specific tax advice without being qualified to do so.

New legislation which allows advisers to give tax advice is

currently being considered by the federal parliament however advisers are unlikely to be able to give tax advice without becoming a registered tax agent or attaining a minimum qualification.

Financial Advisers are required to have a broad understanding of taxation and are qualified to discuss in general, non specific terms.

Mortgage Brokers Mortgage Brokers cannot give financial or tax advice.

Lending in SMSF’s is highly regulated and restricted. Lenders (banks) require a suitably qualified financial adviser to be engaged to advise on the procedure.

Mortgage Brokers and Property Marketers cannot advise on SMSF’s. Brokers can facilitate the loan but they cannot advise on the setup or operation of the way the SMSF borrows or manages the cash flow including repayments of a loan.

Protection at a Cost Client protection is paramount but it can be a double edged sword.

More red tape and compliance adds to the cost of doing business.

My personal fear is that people on lower incomes who could benefit ENORMOUSLY from financial advice are being priced out of the market. More ‘Red Tape Costs’ will make it uneconomical to help those with greatest need, so, an overbearing and onerous compliance regime discriminates against those who need it most.

Let’s have sensible laws that protect people and allow everyone to flourish.

Marketing Means Business 0451 184 599 Email: dennis@marketingmeansbusiness.net.au Web: www.b2bbs.com.au

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Miriam Battersby, dip Multimedia, International Webmaster Certification

Woorim , Bribie island ph 3410 1071 admin@on-line-biz.com http://www.online-biz.com.au

Like the Eagle we see the Big Picture

MIMBEE MULTIMEDIA (est 2002)

Online Business Website Consultants

Increase in Australia Post postage costs!

How to kill Australian businesses and price them out of the market ...

On April 8 Australia Post increased its postal charges by 30%!!!

They face a backlash from businesses of course, but will that change anything? Small business and especially EBay ecommerce businesses are worried and rightly so.

Price increases by Australia Post for delivery services will make it impossible for Australian websites to compete online internationally. In most cases it is cheaper to buy from New Zealand, Hong Kong or even the UK and USA. Australia Post says that most increases are less than 7% and all parcels now include tracking.

Now customers can choose a delivery speed - same day, next day, or regular - and then choose add-ons such as extra cover or cash on delivery.

However, online retailers will now have to pay for such services, some of which they used to receive for free as part of using registered post. That could mean price increases of up to 40 per cent, once add-ons were included.

The cost of Australia Posts' signatureon-delivery service, once restricted to eBay sellers via the Click and Send service but now universally available, has almost tripled, from $1 to $2.95. http://auspost.com.au/parcels-mail/newprices.html

Online shopping in Australia is now worth in excess of $13 billion.

There is huge demand for parcel delivery services-it is a growth industry. There is certainly room for a more innovative approach and recently Toll Group signed up with the technology group TZ, to implement a locker system for online retail parcel deliveries, to begin in May. This would give online shoppers access to their parcels via convenience stores, petrol stations, corporate and retail buildings and office parks across Australia, hopefully reducing delivery costs.

Surely we are going to see ‘free postage’ disappear now? As many as 90% of buyers are using Paypal now. Paypal sellers need to show ‘proof of delivery’ in case of a dispute claiming an item has not been received. Many parcels go missing either by theft, damage, fraud or abandonment so if the extra $2.95 for a signature on delivery is not taken up, the case will be closed in the buyer’s favour.

Postage is so expensive now that you may as well use couriers.

Go to http://www.temando.com/, an online courier booking site.

There you can get a range of quotes from most of the main stream courier companies in Australia.

Sometimes it works out cheaper and they come to your door so that means no more queuing at the post office.

Do you need to add Ecommerce to your Website?

We'd be happy to give you

A FREE Website Analysis and Review

to help point you in the right direction. No obligations. Just a friendly chat!

Ph 3410 1071 web: online-biz.com.au

Marketing Means Business 0451 184 599 Email: dennis@marketingmeansbusiness.net.au Web: www.b2bbs.com.au

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KEEP IT LOCAL Business Working Together BRIBIE BETTER BUSINESS INC. “Aspiring to achieve a Combined, Progressive and Dynamic Culture for all Local Businesses�

Proudly supporting our Members and other Local Businesses

Marketing Means Business 0451 184 599 Email: dennis@marketingmeansbusiness.net.au Web: www.b2bbs.com.au

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