We have all heard about the economic downturn and financial crisis - running a business has suddenly become harder as the average spend of consumers is decreasing.
We all need to focus on the service that we are providing our customers. It is not enough to just have the best product or service. How you treat your customers is becoming more and more important in these hard economic times.
Good customer service is the process of matching your customer’s needs and wants to you, your business, your product or service with the uultimate gain of return customers providing more $$$$$ for your business. Hopefully these return customers become ambassadors for your business.
Based on the philosophy that the more you serve the more you will sell - the happier your customers are, then the more people will be referred to your business.
How would you rate your customer service? Try to create such an experience for your customers that they are not only delighted, but that they become an advocate for your business.
Remember the price your customer paid will be long forgotten, but the quality of your service will be remembered forever.
Did you know that:
• A typical business hears from only 4% of its dissatisfied clients?
• The other 96% just quietly go away; 91% of those will never come back.
• A typical dissatisfied customer will tell 8-10 people about his or her problem. One in 5 will tell 20.
• It takes 12 positive service incidents to make up for one negative incident.
How would you rate your service?
• Think about your expectations – we are all consumers!
• Corporate research / secret customer – have you checked out what your competitors are doing lately?
• Undertake an analysis on your business / customer service
Need help – give me a call on 4223 3100.
Basic Bookkeeping Workshop
It is very important for any small business owner to know how to keep sound financial records but more importantly understand how to use those financial reports to make informed decisions.
This workshop will provide an overview of record keeping responsibilities and provides practical exercises in the tasks required to manage a business through record keeping. You will develop an understanding of financial control and the importance of cash flow and how to complete petty cash, cash payments, cash receipts, daily bank balances and bank reconciliations.
Time: 9.00am to 12 noon
Date: Thursday 7 May
Cost: $45.00 per person – light refreshments provided
Protecting your Innovation – Establishing your brand
ONLY A FEW PLACES LEFT FOR THIS FREE SEMINAR
If you are already in business, or looking to start your own enterprise in the near future, then it is vital that you consider how to develop and/or protect one of your key business assets – your brand. Careful brand management through the use of appropriate intellectual property rights (IP) can significantly increase the awareness of your products or services in the public domain leading to the increased growth of your business.
At this free seminar, you will hear information from:
• Illawarra Innovation Advisory Service – An outline of the free and confidential services available
• IP Specialist William Hird of Davies Collison Cave - Patent and Trade Mark Attorneys on the various forms of intellectual property rights that are available for Australian businesses and how they can be best used to increase the value of your brand.
• IP Australia – the Australian Government agency responsible for administering patents, trade marks, designs and plant breeder’s rights.
• Two local case studies –The Pros and Cons and My Individual Journey
• The University of Wollongong – The Commercialisation Checklist
• You will also be able to book a free private consultation after the seminar
The seminar will help you to:
• Identify your Intellectual Property Rights
• Register those rights, i.e. Patents, Designs and Trade Marks
• Use your Intellectual Property to develop and protect your 'Brand'
• Maintain and grow your brand in the Public domain
• Gain insight from other successful Australian Brands
• Better understand the services available
You may also like to book in for a free private meeting with a patent attorney after the presentation to discuss your idea further.
Time: 9.15am for 9.30am to 12.30pm (followed by individual appointment)
Date: Tuesday 19 May 2009
Venue: iC Function Centre, Innovation Campus, Squires Way, North Wollongong
Cost: FREE – light refreshments served
RSVP : To reserve a place at this seminar and book your individual appointment,
please contact Illawarra ITeC on Ph:4223 3100 OR 1300 650 058.
Similar seminars will also be held in
Mittagong 20 May and Nowra 21 May 2009 Free Business Advisory Services
If this current economic situation is really getting you down and you find that you are struggling and really need some business advice – call Illawarra ITeC and make an appointment to see one of our Business Advisers.
Illawarra ITeC has five Small Business Programs to either :
- help you get started in your business venture; or
- further develop your business skills and improve your business.
All programs provide free and confidential business advice. We have offices based in Wollongong, Nowra and Mittagong - but we are also a mobile service and can come to you:
• Illawarra Business Advisory Service (IBAS)
• Business Enterprise Centre (BEC)
• New Enterprise Development Scheme (NEIS)
• Illawarra Innovation Advisory Service (IIAS)
• Aboriginal Enterprise Development Officer (ADEO) Program
Call Illawarra ITeC today on 1300 065 058. Serviced Offices Available
Are you looking for serviced offices in the CBD of Wollongong for a reasonable cost?
Illawarra ITeC has fully serviced office space available now
No LEASE – Monthly Rental Agreement only
Run your business from established offices in a prime location or utilise Illawarra ITeC’s virtual office facility.
Benefits include:
• Short term / Long term availability
• FULLY services offices
• Reception/Mailing/Cleaning
• Your phone answered in your business name
• Business name signage
Additional services available:
• Broadband Internet Access
• Undercover Parking available
• Training/Casual Interview Rooms for hire
Premises located at:
1/336 Keira Street (Cnr Keira and West Streets) Wollongong NSW 2500.
Contact Sarah on (02) 4223 3100 to arrange an inspection and discuss rates.
If you require further information please don’t hesitate to contact me on 4223 3100 or 1300 650 058.
Do you receive our weekly Illawarra ITeC Small Business News Newsletter? If not, email Virginia today on ibec@illawarraitec.com.au and we will automatically send you a copy.
This is only a brief outline of the types of small business advice and assistance that we can offer. Want to know more? Remember I am a FREE service and can assist you in developing your business in many ways. Call me today on 4223 3100 or check out our website at www.illawarraitec.com.au
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