Coffee Time Minutes - 12th October 2011

Welcome

Welcome to our new visitors

Apologies

Bev, Toni Fountain, Kathy Maree, Dujon, Tony Bourke, Kellie Targett, Selma Sancar and Patrick

Who we are?

Small and Home Business owners meeting to build relationships from other SBO’s.

What is CT?

Relatively casual meeting group, where you can network, talk about business ideas and strategies, and learn from one another.

Where?

Tuggerah’s Zenith Centre.

When?

At 10.30 am on the 2nd & 4th Wednesdays of the month. Arrival 10.25 am for 10.30 am start. (Runs for about 1 hour)

Common Courtesy

I have had a couple of members come and speak to me in relation to the meetings. I would ask that we all show common courtesy to each other. Please do not have your own conversations whilst people are speaking. There will now be a fine for those members who wish to have their own discussions, there will be a $5 fine that is payable to the Iris Foundation

Update on our Raffle?

This year we have raised $613.55 this year for the Iris Foundation in 2011.

This year we will continue with our Raffles and donation to Iris Foundation. This year we will do a raffle again for the Iris Foundation. We will be looking for prizes/donations up to the value of $10. Its will be up to you if you would like to participate and none should feel obliged. Tickets will be $2 each, or three for $5.

Updated Members

We have over 110 members for Coffee Time. You can come when you are free, never feel obligated and always feel welcome. I have a list with everyone who has come along to Coffee Time; I am updating the distribution list. If you would like to be included, please check your details are correct, update where necessary and add if not on there.

There are 2 business card holders, please feel free to put your business cards in, these are passed around each meeting, and feel free to support each other and utilize their services.

Recap of last meeting

Who was here last meeting? Who remembers what we talked about? Did we put into practice? How did we go?

Insurance – check your policies, make sure not under insured.

Workcover

Don’t forget Jay can come out to your workplace and do a free assessment; you can then get a $500 voucher/credit towards purchasing safe office things (chair, etc). Jay also has workshops, one on one meeting and assessments currently available. If you wish to have a free appointment with Jay please contact him on jay.lewis@workcover.nsw.gov.au


Updates

Next Coffee Time – Networking Event – Melbourne Cup


Networking:
· Coffee Time 26th October
· Coffee Time 9th November
· Fridays round the coast SBNG – 3rd Friday here at Zenith
· BWC lunches on each month – for more info contact Kym Williams
· Success Women’s Networking Luncheons – 27th October and 1st December – Christmas Party


Education:
2011 – Visit BEC upstairs or log on to www.ccbec.org.au
Courses:
26/9/11 – Import/Export for your business - $195
27/9/11 – Import/Export for you business - $195

BEC has Memberships available:
- Business Basics Membership - $249.
- Business plus Membership - $748.

For more information, please speak to Darren or Debbie at the BEC – 02 4355 4885

Action Coach is running Business Mastery – Business Cert IV. If interested contact Michelle on 4369 3704

Marama in conjunction with the BEC is running Word Press courses on the coast. For more information please contact Marama or the BEC. Dates – 19th of November

Update:
· Melbourne Cup – Wyong Race Club – 1st November
· B2B Tonight at Koonidah
· Spring Fling – 19th November (meet new people)
· Halloween Girls Night in – Events with pizazz running on the 28th October. Dress up. $35 per head ($5 from each ticket to the Cancer Foundation) entry fee covers a spooktacular drink on arrival, finger food all night, dancing and DJ, prizes to be won.
· Buy Local Key Rings – going coin donation – money raised goes to the Iris Foundation
· Check out Central Coast Tourism for events on the coast
· NSW Business Chamber Breakfast – Peter Fitzsimmons Thursday the 10th of November - $75 per person.

Wins:

- New Board for the Northern Lakes Business Chamber – Congratulations to Mark Izzard – President, Kate Morris, Paul McCarty and Tarnia Gurney for executive members
- Tarnia nominated and a finalist in the Wyong Chamber of Commerce Business Awards
- George from Meat at Georges nominated and finalist in the Wyong Chamber of Commerce Business Awards.
- Unique Security nominated and a finalist in the Wyong Chamber of Commerce Business Awards
- Kate has been nominated for the BEC Board
- Rob – organise 3 major deals and hired 3 new staff
- Kathy Bree- has new clients on board for the newspaper
- Leanna is in talks with a distributor for her candles.
- Marama – running a word press course with BEC


Who are you & what do you do: 30 Sec story about you

Tarnia Gurney
Gurney Financial Services www.gurneyfinancialservices.com.au
Planningwerx4U www.planningwerx4u.com.au

Nicolette Gregory
Photographer onefitone@bigpond.com

Paul McCarthy
LDN Local Direct Network www.ldn.net.au

Marama Carmichael
Essential Wellbeing http://essentialwellbeingforbusiness.com

Leeanna
Intimate Whispers www.intimatewhispers.com.au

Kathy Bree
Coffee News www.coffeenews.com.au

Karen Teunissen
CRS Australia www.crsaustralia.gov.au

Dawn
Iris Foundation www.irisfoundation.org.au

Rob Buckworth
Interactive Telecoms www.interactivetelecoms.com

Kate Morris
Events with Pizazz www.eventswithpizazz.com.au

Mark Izzard
Unique Security www.uniquesecurity.com.au

Lisa Moyle
Westpac – Lake Haven Small Business Manager www.westpac.com

No Presentation today – open forum on ways to improve your business.

Information utilised from Toyne Business Consultants – 20 ways to improve your business.

the turnover in your business is made up of just 3 factors;
The number of customers you have
The number of times those customers buy from you, and
The average value of each sale you make to them.

By increasing any or all of these factors…. you increase your turnover. Do you know these figures for your business?

Open discussion
o About how to do this point - Working out averages.

Identify what makes the product or service you sell, different from your competitors… then tell everyone.

Customers buy the differences they perceive. So you need to have them thinking about what you want, when they make a buying decision.

Open discussion on:
o Total Solution – what the client needs
o Pay for what you use and not for what you don’t
o Packages
o Offer a special

Referrals are the most cost effective form of marketing and often provide the most converted leads to sales.

Do you have a system for measuring, rewarding and maximising the referrals to your business?

What networking activities are you involved in to enable you to received referrals?

Do you ask your current customers for referrals?

o Referrals – ask for more
o Referrals are free
o Use free referrals, do not swap money or product for referrals – it keeps it open and each part knows what is expected.
o If someone gives you a referral, make sure they have used them as well. Not someone told you to use them.
o Build rapport with your clients
o Build rapport with your referral partners.
o Thank people for their referrals.
o Don’t expect them
o Test and measure where your referrals are coming from. How did the client get your details
o Costing for advertising through measuring – TV, radio, paper, etc
o Build relationships between businesses to refer to each other
o Know what other business people do so you can refer


Use the first sale to a customer as a lead in for future sales.

It is much easier to sell to an existing customer than a new one. Identify what further sales you can make to the customer. E.g.; maintenance items, add on products, or more sales of the same product.

Open Discussion
o Up sell, cross sell and bundle
o Working with others in business to sell to clients. E.g. – financial planner/mortgage broker; Conveyancer/mortgage broker/real estate agent.

Keep a current database of your existing, past and potential customers.

Not only does this allow follow up sales to be made easily (for the previous tip), it allows you to keep in contact with your customers. You can spend your marketing budget efficiently if you can target your customers. It will also allow you to keep your name in the minds of your customers.

Open Discussion
o Keeping in touch with people.
o Create a flow chart and spreadsheet to help you
o Phone clients
o Letters to clients
o Visit platinum clients
o Send cards
o Send emails
o Basic account management builds relationship gives referrals.
o Example below

Client
Existing
New
Potential
Phone
Email
Visit
When
Kate Thomas
y


y


Weekly
Mick Smith

y

y
y
y
Monthly
John Brown


y


y
quarterly


Thanks everyone for your participation, hope everyone got something out of it.

Planningwerx4u has Business Planning Cds for $50 each, if you would like one please let Tarnia know.

The winner of the raffle today was – Nicolette

Today we raised $41 for Iris Foundation + a fine from Kate of $2.

Thanks and see you next time

NEXT MEETING: 26th Of October – arrive 10.25am for 10.30 start – sharp

Presentation – Open Forum

Coffee Time Minutes - 28th September 2011

Welcome

Welcome to our new visitors

Who we are?

Small and Home Business owners meeting to build relationships from other SBO’s.

What is CT?

Relatively casual meeting group, where you can network, talk about business ideas and strategies, and learn from one another.

Where?

Tuggerah’s Zenith Centre.

When?

At 10.30 am on the 2nd & 4th Wednesdays of the month. Arrival 10.25 am for 10.30 am start. (Runs for about 1 hour)

Apologises:

Paul, Selma, April & Mark, Dawn & Bev.

Common Courtesy

I have had a couple of members come and speak to me in relation to the meetings. I would ask that we all show common courtesy to each other. Please do not have your own conversations whilst people are speaking. There will now be a fine for those members who wish to have their own discussions, there will be a $5 fine that is payable to the Iris Foundation

Update on our Raffle?

This year we have raised $572.55 this year for the Iris Foundation in 2011.

This year we will continue with our Raffles and donation to Iris Foundation. This year we will do a raffle again for the Iris Foundation. We will be looking for prizes/donations up to the value of $10. Its will be up to you if you would like to participate and none should feel obliged. Tickets will be $2 each, or three for $5.

Updated Members

We have over 110 members for Coffee Time. You can come when you are free, never feel obligated and always feel welcome. I have a list with everyone who has come along to Coffee Time; I am updating the distribution list. If you would like to be included, please check your details are correct, update where necessary and add if not on there.

There are 2 business card holders, please feel free to put your business cards in, these are passed around each meeting, and feel free to support each other and utilize their services.

Recap of last meeting

Who was here last meeting? Who remembers what we talked about? Did we put into practice? How did we go?

Insurance – check your policies, make sure not under insured.

Workcover

Don’t forget Jay can come out to your workplace and do a free assessment; you can then get a $500 voucher/credit towards purchasing safe office things (chair, etc). Jay also has workshops, one on one meeting and assessments currently available. If you wish to have a free appointment with Jay please contact him on jay.lewis@workcover.nsw.gov.au


Updates

Next Coffee Time – Networking Event – Melbourne Cup

We are organising 3 tables at the Melbourne Cup Luncheon at Wyong Race Club. Tuesday the 1st of November. Tickets are $70 and we have 8 seats per table. If you wish to come along, please book in with me in the next 4 weeks. Payment is the NOW.


Networking:
· Coffee Time 12th October
· Coffee Time 26th October
· Fridays round the coast SBNG – 3rd Friday here at Zenith
· BWC lunches on each month – for more info contact Kym Williams
· Success Women’s Networking Luncheons
o 27th October
o 1st December – Christmas Party

Advertising with Buy Local
· B2B – online buy local $22 per month – see B2B or www.buylocalconnect.com.au


Education:
2011 – Visit BEC upstairs or log on to www.ccbec.org.au

BEC has Memberships available:
- Business Basics Membership - $249.
- Business plus Membership - $748.

For more information, please speak to Darren or Debbie at the BEC – 02 4355 4885

Update:
· Melbourne Cup – Wyong Race Club – 1st November
· Spring Fling – 19th November (meet new people)
· Halloween Girls Night in – Events with pizazz running on the 28th October. Dress up. $35 per head ($5 from each ticket to the Cancer Foundation) entry fee covers a spooktacular drink on arrival, finger food all night, dancing and DJ, prizes to be won.
· Buy Local Key Rings – going coin donation – money raised goes to the Iris Foundation


Networking Events:
· Rotary Awards Night – 12th October – contact Mark Izzard for more information
· Rotary - 29th October Oktoberfest $45/head at the Halekulani Club. Cost includes a 2 course meal and entertainment
· Girls night in- Kate is the Central Coast Ambassador for the Cancer Foundation
o 28th October 2011- Tuggerah Zenith Centre
o 6th October 2011 - Rojo Rocket
· Rugby 7s - 8th October 2011 –Morrie Breen Oval, cultural festival and fire works.
· Promote- Graham Eadies son’s is riding through the Central Coast on the 10th October – raising money and awareness for cancer.
· Northern Lakes Chamber AGM and meeting 11th October 2011.
Wins:

- Kate – in Express Advocate for Cancer Foundation
- Tarnia – a finalist in the BWC award – Community service
- Tarnia - nominated for Wyong Chamber awards – community service and small business
- Tarnia - nominated for the FINSIA awards
- Tarnia – has been nominated for the Northern Lakes Chamber as the Treasurer
- Nicolette – 3 calls in 3 hours all for wedding photography on the same day.
- Nicolette – new website and blog starting
- Marama – hosting for websites now
- Marama – word press course to be in October with BEC
- Rachel – New Client Lead- Large local company have asked for quotes
-
Who are you & what do you do: 30 Sec story about you

Tarnia Gurney
Gurney Financial Services www.gurneyfinancialservices.com.au
Planningwerx4U www.planningwerx4u.com.au

Nicolette Gregory
Photographer onefitone@bigpond.com

Rachel Dillon
Elite Embroidery eliteembroidery1@yahoo.com

Marama Carmichael
Essential Wellbeing http://essentialwellbeingforbusiness.com

Toni Fountain
Insight Health www.insighthealthaustralia.com.au

Kathy –Maree Bartle
Books Alive Bookkeeping www.booksalivebokeeping.com

Natalie Williams
ET Australia www.etaustralia.com.au

Kate Morris
Events with Pizazz www.eventswithpizazz.com.au

Kellie Targett
Insurance Adviser net ktargett@iaa.net.au


No Presentation today – open forum on Customer Service

What is customer service?
Friendly service
A smile
A good tone in voice
Communication
Acknowledging people
Acknowledging inquiries
Being prompt
Time saving – response to email straight away
Not letting your customer run you
Pick up the phone – 3 rings
Polite attitude
Other things on customer service
Set block times – morning, lunch and afternoon for emails.
Skype no.s – normal calls coming in to your business through skype
Customers are always right
There are some customers that we do not need in our business
Rudeness from customers should not be tolerated
Rudeness from team members who don’t know their job – make sure staff have job descriptions
If you cant help someone, find someone that can
Refer customers to other people.
Ring people back within a service response time – not 2 weeks later. Within 24 hrs, or the next business day
Make an effort
Treat all clients/customers the same. Whether small or big. Same service, you never know when the small ones become big ones.
Not being selfish with your knowledge
Do surveys on your clients – ask your clients what they want.
Utilise survey monkey – free.
Survey Questions for your clients:
o How did you decide to use our company to assist with you business insurance?
o How does my "service" compare to other providers you use?
o Is there anything that stands out or impresses you most?
o I am considering diversifying my services/product lines. Are there any products in particular that would interest you?
o Is there anything I can do better?




Planningwerx4u has Business Planning Cds for $50 each, if you would like one please let Tarnia know.

The winner of the raffle today was – Natalie Williams.

Today we raised $26 for Iris Foundation

Thanks and see you next time

NEXT MEETING: 12th October – arrive 10.25am for 10.30 start – sharp

Presentation – Open Forum