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Bali here I come- comparisons to Canberra business

This coming Friday I head off to Bali for 5 nights for a quick break and some warm weather.

I think I am one of the few Aussies who hasn’t been to Bali, so will be another country to tick off on the long list and looking forward to it. Being the obsessive person, I wont be going away and separating myself from technology, so I should use the trip as an opportunity to do some comparison.

During this trip I will be on the look out for comparisons in the business sense on how business operates compared with those here in Australia, especially with service, branding, image, marketing or generally anything quirky I can find!

Over the week I will post my observations and see what I can discover, and I may even have a bit of an opportunity for a beer or two too!

Let the next couple of days go quickly!

Regards..Tony

www.tonyozanne.com

 

 
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Networking ROI- do you measure it?

If you are in business, you most probably attend networking events (or you should). These come in all forms and types from structured formal membership based groups, to casual meet ups, events, workshops etc. The scope and availability of these is vast and can sometimes get a bit distracting to the business owner, as you can become a networking ‘whore’ (and I use this word for emphasis only).

As a fairly new entrant to the business spectrum (3 years) I have been to many different types and found success along the way, but have also been involved with events or meetings where I have thought “what am I doing here and why?”. Rather than talking about what types of events to go to too much, the only thing I will say is it is important to find events that suit your brand and potential target market. You should be meeting with people who can ultimately help you with your business because at the end of the day, you network to grow your business not to make friends, although this can be a side benefit.

So how do you measure the return on such activities and what should you consider?

Some groups, such as breakfasts, lunches etc charge an annual fee to simply be ‘in’ the group. This can vary from several hundreds of dollars to much more. Some even then charge a weekly fee for meals etc. as well. Others are free and cost no financial outlay- does this make them better?

My view is each activity should be reviewed and tracked (like all your Marketing activities). It is not only the cost of the meeting, meal etc to consider but your time spent with that event or activity, as this is an opportunity cost to your business. Typically a 1 hour meeting will take you at least 2 hours of your time as you travel to and from, and rarely do you leave on time. So what is your time worth to the business? This is an area a lot of business owners neglect to consider. Your effective time may be worth $1-500 an hour or more depending on the return you can generate and the business you are in.

Let’s look at an example

Weekly breakfast group:

  • $1000 membership fee annually
  • $20 per week = $1000 (assume a couple of non attendances for holidays)
  • Your time @ 2 hours per week @ $100 /hr = 50 x 200 = $10,000

TOTAL COST = $12,000 p.a

Note. This is for a bare minimal commitment and doesn’t include additional time spent meeting people outside the group or other activities.

Even if you were to remove the membership fee and weekly fee, a so called ‘free event could be costing you thousands of dollars in your time!

So if you are attending more than one networking events, then the potential cost to your business can quickly add up. Assuming you are networking to build your business via referrals or JV opportunities, the actual business returns from each group can now be offset against the cost of attending to determine the ROI.

Back to the example, if you sell widgets for $500, the above group would need to produce orders for at least 60 widgets to cover the costs of attending (but this is only in sales not in actual profit margin).

While we all enjoy networking and it is an essential cost to business and great tool to form relationships, partnerships and potentially clients, it is critical that you as the business owner places some process and tracking over the ROI.

How do you track your networking returns and what do you find the most beneficial?

Regards…Tony Ozanne

www.tonyozanne.com

 
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Do you lead or manage?

There are many articles written about leadership and management and what makes a great leader or a great manager, but how do these terms really relate to small business and the role the small business owner has?

I was listening to an interview recently on a plane, and unfortunately I cannot reference who it was as I missed the star,t but caught the middle part of the discussion and it was all about this topic.

One of the definitions given was well received by me and went something like this.

  • Management is nothing to do with people. It is all about the processes, systems, procedures and tasks necessary to run the business. If you think about it, we do ‘manage’ the execution of tasks, but does this make us a manager or just an effective and strong leader?
  • Leadership is all about the people and how we motivate, inspire, drive, respond and change behaviors.

If you think about people who you would classify as a great boss, would you say they were great because they managed well or lead well? I would expect it would be the latter as this is all about the human side of the business and getting the best out of each and every person within the organisation.

A leader may deliver that inspiring and motivating speech to the team during a tough project or in difficult times, they will coach you on the ways to improve your skills and tasks, they will recognise the great work you do and share it with others. You can’t do this if you are classified as a ‘manager’. Managers manage which is quite clinical; to get the best results out of your people you have to lead them to perform. Should a leader provide that all inspiring advice or talk, or communicate what it is that is expected within the culture of the business, then they then become the focal point of their own behaviours- they are like a performer on the stage where all will be watching them. In this instance it is imperative that they ‘walk the talk’ with their own behaviours or they will soon be undone as a ‘fake’.

So how do you approach your business as the business owner?

Do you see yourself as a leader or a manager, or do you simply use the term manager and actual lead? It does get a bit confusing!

Tony Ozanne

www.tonyozanne.com

 
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End of Financial Year Checklist

It is quickly coming to that time of year again….June 30. This is the dreaded time where we have to roll over the books and prepare for taxes and B.A.S statements and generally be ready to ‘start again’.

Some business owners find this a highly emotional time for themselves. If you haven’t had a great year you may start questioning the future of your business or your ability to get the results you need to be sustainable. You may be trading at such capacity that you are ready to break and need to consider how to take it to the next level (nice problem to have), or you may be completely blaze about this date as you are in such a degree of chaos that it didn’t even occur to you!

Hopefully there are some mid points here and you are not too much to any of these extremes! Here are a few things to look at to ensure that you are on track for the 2013-14 financial year.

* Get your finances in order – if you aren’t on top of things seek help, get your accounting software updated quickly to close the year and see where you are at, look at your monthly P&L, Balance Sheet and Cash Flow numbers, not just once a year when the accountant sends to you. Submit your BAS on time, every time, pay your taxes, PAYG, Superannuation etc, and accrue this money in a separate account so you don’t have to struggle to find when due, or worse still avoid paying. You want the ATO to be your friend, not your foe!

* Set goals for the coming year – once your prior year results have been analysed set realistic SMART goals for 2013-14. What are the internal and external factors that may impact on the upcoming years results? Is the industry under attack, do you need more staff or inventory, do you need to cut back expenditure in any areas etc. Even at a basic level of forecasting sales, labour, cost of goods, fixed and variable expense will allow for a profit projection, and make sure you pay yourself! Most business owners have solid turnover, employ people and not themselves, so really all they are doing is handling some money and employing a group of people, not providing the financial gains for which they went into business in the first place.

* Review the performance of the business for the year and identify and action gaps – this is linked with above. Discuss or review what worked, didn’t work, needs to improve for the coming year. Can a system be automated or streamlined, can you find alternate suppliers, produce quicker, market better etc.

* Review the performance with the team – once you have reviewed and critiqued your business, share this with your team and get their input and buy in.

* Conduct your mid-year People Reviews – If you don’t have proper employee contracts, objectives, performance goals and process obviously – do it first! But assuming you do, you should have a mid year review scheduled where you can review KPI’s, behaviours etc. and set new goals for the new year in alignment with the business goals you have set (you have set them haven’t you!)

* Outsource low value tasks – outsourcing is no longer a dirty word, it is really a mindset. If you think about with the view that your time is worth $X per hour be it $100, $200, $500 or more, then you need to create a list of all the tasks you do in the business. Anything that isn’t worth that amount can be offset to others, be it bookkeeping, accounting, web design, admin tasks, marketing etc. Your time is the most valuable and has the potential to change the business so use it wisely. There are many on and offshore solutions which can dramatically change the way your business functions at a greatly reduced cost as well. Some more thoughts on outsourcing appeared here.

* Get some help – of course I would say this being a business coach, but seriously, sometimes you simply need to gain and get the input from someone else into the operation of the business. Do you need a coach to hold you accountable and help establish the plan, or do you need a consultant to come in and work with you to actually ‘do’ some of the things you need to do? There are solutions for all of these available so at least talk to someone. Other options include educating yourself in business skills or attending seminars and workshops to learn from and network with other thought leaders!

More often than not business leaders don’t take the time to review, plan, adapt or change but by using the trigger points of EOFY and Jan 1 as key dates to have a ‘reality check’ you can soon change the business for the better or take it to the next level if you are doing well. Force yourself to be removed from the day to day ‘doing’ and spend the time planning and reviewing. If it even means just a weekend, or getting away somewhere for an ‘offsite’ in different surroundings, the change can cause some true reflection which can have a massive impact on your business.

So what are you doing sitting there reading this, go and start getting organised!

Tony Ozanne

www.tonyozanne.com

 

 

 

 
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Subscriptions – The hidden cost of business or good value?

The understatement of the century would have to be ‘the internet has changed businesses’. You and I know it has and it appears to be here to stay, but that’s probably another discussion for another time and another blog topic. One thing that has become dominant in the business persons online situation is the dramatic availability and the hidden accumulated cost of subscription items or expenses in the P&L.

I fell for this trap too and although only have a few years as a business owner under my belt, I was quickly lured into the concept of subscriptions vs. outright paying, or in some cases I didn’t have the option.

Nearly anything and everything we want to use in our business in an online content is now readily available to purchase ‘on subscription’. We make monthly payments of $9.99, $19,99, $29,99, $99.99 etc. to access all the really cool and ‘necessary’ programs or features that we use on a day to day basis. I am sure the lure of the price point being a perceived an inexpensive amount sucks us in, and no longer do we need to pay the hundreds or thousands of dollars to buy the CD and install it, and then pay again for the newest version a few months later. It makes sense doesn’t it?

Just looking quickly at mine, and I am sure I have missed some but I have Time Trade, Google Account, web hosting, email storage, a marketing site, Mail Chimp, MYOB, CRM, AFL Foxtel for iPhone (Ok not really business but a good distraction!). While it isn’t the most extensive list, it all adds up to a few hundred dollars each month.

I could have spent more if I had gone to Windows on subscription (but haven’t). I was going to by my new Mac (which I am not using still as a bit scared) on Flexi rent (but just bought). I could upgrade LinkedIn account to Premium. I subscribe to some media sites. I have resisted some of the well scripted sales pitches from seminars for $1-2000 per month ‘limited’ access mentoring and business development courses plus there are  a few other things as well but have been controlled! All this yet my business isn’t complex so I don’t have the need for all the other wiz bang tools some of my clients use like Quote Roller, Woofu etc. The end result is these costs can get out of hand if not careful and they are all cash flow impacting costs.

I haven’t done the cost analysis and used some of the cool NPV formulas that I learnt when I did my Masters, but I am sure they would be more cost effective to do this subscription format vs. buying outright, so I am not against it. My only word of caution is that these so called good value items may be in fact changing buying behaviors or forcing us to buy things we may not necessarily have bought if we had to outlay the cost upfront. When you look at your YTD costs for these, I am sure you will be surprised by the amounts, and I haven’t even considered the countless number off Apps I buy as ‘it’s only a dollar’ or the new ones I have bought for the unused Mac!

At the end of the day, I urge all to look at these as you would with any other business investment, and evaluate the cost/ benefits of the product and the impact it will have on your business.

Tony Ozanne

www.tonyozanne.com

 
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Social Media for small business- an interview with Tim Hyde

In this post I spend some time talking to Tim Hyde from www.the-riotact.com Canberra’s leading online news and opinion site, and true social media site in the context of the social media definition Tim refers to. He defines social media as taking the traditional ‘backyard BBQ’ conversion and making it available to friends, friends of friends and the global online community in general.

 

If you are a small business owner who is a bit lost or unsure as to what to do with social media, then this video is for you as Tim provides some great tips to get your message out there, and relative.

 
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PC or Mac?

I think the time has come to look at a new computer and having been a PC user my whole life, and not the most tech savvy person out there I am torn between my choices. I found it hard enough just to choose what type of laptop to buy last time with only one platform!

Recently I have been privy to a whole lot of programs and functions offered only by Mac devices which looked really co from a business application standpoint. One that really excited me was Pages, which gave what seemed to be easy creation of magazine type products which can be used for really cool communication instead of standard newsletters.

Also the ear in which video editing and creating occurs seems to be a big advantage over PC applications.

My only fear out there is the ease in how I will transition to this new platform if I take that path, and how the office based software I have used all this time will be able to be used, plus the big issue of ‘how do I set it all up again’.

So far I haven’t done a lot of research as I’m just starting to get my head around the thought of changing and all the specs and features don’t mean much to me- I just want something that works, is easy and will meet my needs.

Any thoughts or tips to eliminate my fears?

Tony

 
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Not just a haircut- the ‘Wow’s’ keep coming!

Antique Salon Bonner

 

 

 

Today I got a haircut- nothing overly exciting there, but I wanted to share the experience, and the satisfaction I got from my experience.

I am an ‘impulse’ haircut client. If I feel the need for one, I will just walk into a place and ask if it can be done NOW- I need the instant gratification, and don’t want to wait. I remain loyal to a place, until my needs get let down. While this is probably a bit unfair as sometimes the inability to service me is at no fault of the salon, but I just don’t want to waste time waiting. As a result I have a few places on my list that I will try for the ‘walk in’ and others whom I personally boycott for constant lack of the ability to satisfy my needs.

Today I had cause to be at the newly opened Bonner shops neat home, and after a quick supermarket run, I walked past the ‘Antique Salon’ and poked my head in and asked if I could get a haircut, the answer was ‘yes” so I was in….let me share my experiences.

As a new salon, I was impressed by the simplistic design and open space, but as Jamie advised me, a few more cosmetic decorations are still to come.

I was instantly welcomed and offered a coffee which is always a nice touch that the chains don’t offer, it also came with a couple of choc coated Tiny Teddy’s which of course I ate!

Hair cut was good (I’m an easy cut), and conversation not invasive and not seeking my whole life story, just a friendly chat.

I was offered a wash at the end, which I will always take if asked, as I hate having hair all over me after a cut and usually run home for a shower as a result, so this wouldn’t be needed now. Here is were another ‘wow’ moment occurred. The chair was a comfy one, like a lounge chair and I was about to say ‘cool chair’ when my back massage started from the chair….nice….so as I lay there, I was getting a nice back massage from the chair. The hair wash was then finished off with a great head massage, which I always love and look for places that do this as an add on.

Once all finished, I was then witness to some great examples of customer data capture and repeat business potential. I was asked for my info for their database, which I didn’t mind giving, and filled out the pre-printed form. Then I was handed a $15 off voucher for a repeat visit, and another card for referring a friend with more discounts- all explained in a non intrusive or pushy manner.

 

I thanked Jamie and as I got home (about 10 minutes later) I got an email from them as well, so the follow up process was established and from the look of the email I will get a reminder to get my next haircut.

I felt it was important to share this story, as it was great to have a good experience with some ‘wow’ moments thrown in to make the basic haircut experience an enjoyable and relaxing one. I now have another salon on my list to look at and will definitely be back. It goes to show how easy it is to execute a pleasing experience with some old fashioned service and some cool gadgets as well!

Tony Ozanne

www.tonyozanne.com

 

 

 

 
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Outsourcing – is it a dirty word or a business necessity?

I recently attended an informal networking lunch which was pretty cool actually- the Brown Bag Lunch- this is where people bring in something for lunch (the brown bag) and it is all shared by the group, but that is another post for another time!

At this lunch, there was some general discussion around the provision of skilled labour by an external provider (or country). When we think of outsourcing, quite often all types of viewpoints and stereotypical suggestions arise. Most of these are generally not positive ones, as often we associate ‘outsourced’ labour with concepts such as Telco Call Centres providing poor service, job taking, killing communities etc. Is this fair or is it really an outdated and ignorant viewpoint based on some degree of fact, but driven by the media, or by personal experience as a consumer?

Some further discussion lead to actually challenging and defining what outsourcing actually is, and in fact whether the term is redundant in itself.
If you use a bookkeeper to do your books- is this outsourcing?
If a coach or consultant comes into your business under a contract- is this outsourcing?
If someone develops a website or manages your social media- is this outsourcing?

They all are, and are all acceptable practices which many business use, as it makes sense and allows us to focus on the area of skill and expertise that we have, and therefore we ‘outsource’ these skills that we don’t know how to do.

Where the potential for it to become a ‘dirty’ word arise, is when we start talking about outsourcing the skilled labour to a cheaper, more available offshore solution. This is a practice which occurs as a matter of fact in many parts of the world such as the U.S, but we are a bit slower to adapt this here in Australia…..but why?

Our discussion went around some solutions which provide university graduate staff based in the Philippines in managed office space acting as dedicated ‘full time’ resources for businesses in areas such as Web design, graphic design, admin support, marketing etc. The cost of such services is dramatically less than to provide the same resource here, and this is where some people start getting a bit edgy on the whole concept!

Does it make it bad that staffing is provided at a proportion of the cost elsewhere? Is this seen as ‘slave’ labour? Further investigation finds that in fact these solutions provide a careers, employment and above average pay and conditions than the average worker in these countries, so how can that be ‘slave’ labour or a ‘dirty’ word?

At the end of the day a business is designed to be profitable for its owners, shareholders and staff to ensure its viability. So shouldn’t a business consider looking at all options to drive both efficiency and profits? There are people who will flat out be anti this, and others whom will look at this as a valid business model option. I am sure as time goes by, and the globalisation of the workforce continues to become more accessible, this option will be looked at not only by the big players (who seem to do it badly), but more seriously by small business owners.

What are your views…is it a valid option or still a ‘dirty’ word?

Tony Ozanne
www.tonyozanne.com
tony@tonyozanne.com

 
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Do you have a sales process?

If you are in business, you probably sell….it’s a bit of a no brainer I know. But are you  set up to optimise your selling properly by having a structured sales process? The surprising thing is, many business owners that I meet as a business coach sell, but without any real process. This is a but scary I know, so let me give you a sample of things to consider with a basic sales structure to develop.

There are various versions of this model and they can be altered slightly in order and content, but the key objective here is to give you a process to at least start and think about building structure behind.

7 Steps to a Sales Process

PROSPECTING

Prospecting is all about filling your sales funnel with potential buyers. Some may buy, some may not, but the key point here is to develop a process and strategy to ‘fill the bucket’ so you can start to communicate with them, build your value, show the benefits and most importantly, show if you have an offering that fills their needs. In this stage you develop your strategies for getting out there and capturing the leads. It may be sign ups, free downloads, advertising, seminars, speaking etc.

The key point is that all these opportunities allow you to build your brand presence and to capture the details of the leads.

APPROACH

Once you have the contact information and have built some value some may be ready for the approach stage. This is where they are invited to move to the next stage in your funnel. It may be the offer to attend a session, meeting, workshop, webinar etc. You need to think about how to build this into your sales pipeline.

QUALIFYING

Following the contact with leads, a process to filter out the ‘tyre kickers’ needs to be established or else your valuable time and effort may be drained on non productive leads, who aren’t in the buying cycle. Qualifying can be as simple as a few qualifying questions over the phone, online or face to face to determine where they are at. Can they afford your offering, are they ready to commit, do they have the time etc.

By filtering out those not ready your sales conversions will increase as you spend time in the next stage with more qualified people.

PROPOSE/ PRESENT

This is where you are presenting your offering and proposing how your product or service is the solution they need. It may be formally written or verbal, but one key take out is, if this proposal is written, make a time to sit down and go through face to face instead of emailing, as this will allow a higher chance to succeed. Emails get lost in the system and easily deleted or ignored. If you are presenting a proposal face to face you can look out for the buy signals and conduct pre-emptive closes during the process. If presenting face to face, make sure the person you are talking to is the decision maker!

CLOSE

This is self explanatory, but the one area most people do badly at. How do you close the deal. Is it done at the proposal stage completion, do you give them a couple of days to think about it? If you do set a time and date them in the stage above where you will call back for the decision.

HANDLING OBJECTIONS

There is some debate where this fits into the process, as it may come up in the proposal or in the close. The most important point here is to develop a process where you can overcome ‘buyers remorse’ which a lot of people have and sometimes attempt to get out of the deal after they reflect on it. This can be overcome buy sending some immediate value to them after the purchase, or send the next steps in their process, to distract and get them engaged straight away.

REFERRAL REQUEST

Once the person has bought and is in the system as a client, develop a strategy post sale for a referral process. This may be delayed or immediate depending on what you are selling. This is often associated with a referral incentive or reward, but the key is to have in in the process with steps as to how you or your people can do it all the time.

This is a top line overview of the steps. The business owner, in order t make this work for them needs to determine if this is a fit for the product or service offering and then build a system or process in each stage as to ‘how’ to implement, with the tools, scripts, or online tools to make it work.

Good luck with your sales building process.

Tony

www.tonyozanne.com

 

 

 
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