Business Winners - Learn how to grow your small business

Customer experience is the most important part of your organisation’s service. It’s about emotions and how we make our customers feel. Andy explains how consistency is essential to meeting customers’ expectations. Your task is to critique the service delivery in your organisation and begin to identify best practice processes.

Let’s take a closer look at the formula for customer delivery. In this session, Andy takes a look at the ‘Promise’ and why business owners should be aware of how customers perceive your business’s promise. Are you aware of how your customers’ expectations have changed? And, how will technology change your marketplace?

Over the next week, think about how you could put the changes in place the changes needed to take your business forward?

Completing the section on the Customer Delivery formula, Andy focuses on ‘Attitude.’ Business owners need to be aware of the appropriate attitude for your team.

Have a think about your own business and the appropriate attitude your employees need to have. How does this compare to your competitors?

Spend some time to observe how your service is delivered and make a list of improvements. Find out how closely your service delivery matches your list of ideals. 

How do you market to your clients? In this video Andy discusses how to build marketing campaigns using the acronym AIDA (Attention, Interest, Desire, Action). From how to qualify your ideal clients, to connecting emotionally with them and building desire to take action.

How good is your customer delivery? It doesn’t matter how good you think you are, what matters is what your customers think. In this video Andy delves into the customer’s perception of your business.

Over the next week, survey your customers to get real feedback.

Andy continues on the theme of customer delivery. More specifically setting up KPIs (Key Performance Indicators) to ensure your delivery performance is consistent.

In the next week, decide what the ideal Customer Experience KPIs are for your business and start measuring them. 

In this video we’re talking numbers; the financial foundations of your business. Andy explains the importance of understanding your finances and the difference between having costs and making investments. The purpose of your business is to make money. It’s time to think about your financial goals and understand how to utilise financial material to track your business’ progress.

Taking the Financial session further, Andy takes a closer look at the Balance Sheet. Understanding your Profit & Loss and Balance Sheets will help you to make calculated business decisions. Andy explains how growth of a business comes from the cash in the Balance Sheet and why cash flow is king!

Your task for this week is to get copies of your Profit & Loss Statement and Balance Sheet. Apply this week’s learnings to get a clearer understanding of these crucial financial documents.

Accounts are historic numbers, a snapshot of a previous time. In this session, Andy takes a look at the Three Ways formula to give you a forward outlook of your business. Andy demonstrates how increases in the Three Ways formula can have a large impact on profit.

This week, apply this formula to your business and think about how to improve the three key figures.

In this session Andy discusses the average customer £ spend in business. How can we increase our average £ spend? Let’s think for a moment who is very good at this: McDonalds – “would you like fries with that”.

What is the average number of transactions for customers of your business? In this video Andy looks into strategies to increase your business. 

After watching the video, look at the top 5 strategies you could work on in your own business to increase the number of transactions. 

In this video Andy goes through strategies you can use to increase your margin. What is the obvious thing that you should be measuring in your business? 

After you have watched the video look at the top 5 strategies you could work on in your business to improve your margins. 

Now it’s time to take a look at marketing in your business, starting with market research. Now you’ll begin to think about your ideal client – who are they, and what do they actually want? To identify them, you’ll need to break down your service or product offering and start to see your business in segments.

So we’ve talked about your ideal clients’ needs, now we’re going to drill deeper into identifying your ideal clients. You’ll be clearly defining your ideal client; considering their age, lifestyle, location, how wealthy they are and whether they pay on time.

Andy explains that 80% of your profit comes from 20% of your clients and how you can attract more clients like your top 20%. You’ll also look at which clients don’t fit your ideal client criteria. As your business grows, you can start to become more ‘picky’ with your clients.

This session is focused on how to locate your ideal clients. Andy explains why understanding where your ideal clients are will enable you to design marketing campaigns that will reach the right people.

Think about where are your ideal clients in the largest concentration? Could it be the builders’ merchant or the golf club. Then, work out the best way to communicate to them.

This video examines what a belief is. If a belief is something that we hold to be true, does that mean that it is true? What beliefs do you have about your own business?

After watching the video, write a short survey to your customers for their opinions. Before you receive the feedback write down what you think they will say. The results may surprise you!

It's a strange subject! But an interesting one. What emotional need does your business fulfil for your customers?

It's important to ensure that what you give your customers is what they NEED and to do this you'll need to ask lots of questions to ensure you really know how to meet these needs 

We've not made a mistake - we haven't mistyped USP. Watch this video to help you understand how to look at things from a different point of view

Here Andy explains how marketing campaigns should be designed to communicate to your ideal client and drive them to your business. Now that you’ve broken down your products/services and identified your ideal clients, it’s time to understand them a bit more. Start to think about your ideal clients’ lifestyle and habits, what's the most effective way to get your message to them?

In this video Andy takes a deeper dive into the importance of marketing and why you must effectively measure each piece of activity to ensure your marketing budget is working as hard as possible

If 80% of our marketing spend doesn't deliver a return we need to understand the 20% that does really well in order to spend our budget more wisely

Andy explains why having a referral strategy is a great idea to ensure a constant supply of new leads

Continuing the marketing theme, we take a closer look at measuring Return on Investment (ROI) and budgets. Understanding this will help you to build marketing strategies for each of your segments. This week you’ll take a look at your existing strategies and reveal the true cost of each strategy. Andy will also get you to think about how you can measure the effectiveness of your marketing.

How do you set your goals? All goals, whether for yourself or your team should be SMART! Bringing clarity to goals ensures everyone will clearly know what to do and how they can meet their goal

In this video we discuss what you should measure in terms of your marketing strategy

In this video our focus is on sales. Do you know what makes a great salesperson? Many don't. But, once you’ve identified your most effective salesperson, it’s time to consider what they’re doing to distinguish their performance.  Andy discusses the importance of monitoring conversion rates and provides an eye-opening insight into sales statistics.

There are 4 main types of sales people - after watching the video can you identify any of these in your organisation?

Continuing our work on our sales theme we examine the differences between logic and emotion when it comes to customers making purchases

Based on the book Questions are the Answers by Alan Pease.

We're all guilty of making assumptions when it comes to our customers - but to really know what they need we need to ask questions.

When you've got all the way through the sales process, you've understood your customers need and you've offered a solution - yet they don't purchase. This video helps you learn how to overcome these objections

This video looks at how we take our customers down the sales funnel in order to result in a sale

This video delves further into the sales process and communication. This video will help you learn how people take on information using the DISC profiling tool

This video covers the theory behind VAK - visual, auditory and kinesthetic communication methods

Using the information you’ve worked on previously , Andy will help you create your one-year plan. Your task will be to set   SMART goals across the five key areas: customer experience, financial foundations, ideal clients’ needs, marketing and sales.

In this video we talk about the importance of the business satisfying its key stakeholders.

Nature abhors a vacuum and will always seek to fill it. It may be the same with your team - if they are not clear about their role and responsibilities they may spend their time on tasks that do not drive your business forward

It’s time to put your plan into action! In order to meet your one-year goals, you’ll need to keep the momentum going and make progress week by week. Andy explains how you should keep on top of your progress and make adjustments in order to meet goals. Consider who is going to hold you accountable, and what your next steps are.

This video explains the five Levels of Learning and how they can be applied to your business

In order to use your time effectively it's essential that you have a schedule for your regular meetings - this will allow you to fill the rest of your week with tasks whilst ensuring you still have time to drive your business forward

Andy explains the time management matrix and describes the four different types of tasks we regularly encounter – demand, distraction, delusion and direction. This week you’ll be keeping a timesheet of all the tasks and activities you do. This will help you to understand where you are spending your time and whether you are spending or investing your time.

 This week you’ll be planning your diary and proactively managing your time. Andy explains what order you should tackle tasks so that you can maximise productivity and effectiveness. Invest your time now, to save time in the future.

In this session Andy is going to look at teams and how you can get the best people to form part of your team.

In this penultimate video you will be thinking about your mindset and role as a business owner. How do you fit into the overall structure of your business, and how many levels do you operate across? Andy will get you to think about how to evolve your mindset to ensure that your business gives you the appropriate return on your investment of time and money. 

It's the final video of the package. We hope you have enjoyed, and benefited from, the series. 

Please take time to download and read the resource document - it's a little bit more information showing how Fluid Business Group can help you grow your business and get on the path to financial freedom