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Ongoing Government support in a post-pandemic world – the Recovery Loan Scheme

Written by Haze Carver on .

Price Bailey

One thing that you cannot deny throughout the COVID-19 pandemic is the Government’s sustained efforts to try and support businesses and scaffold the economy in a time of significant uncertainty. As the country moves toward a normality that resembles life pre-pandemic, many businesses are asking what support is available for those still feeling the impact and for those who are wishing to maximise on opportunities available to them.  

In March, the Government announced the closure of the Bounce Back and Coronavirus Business Interruption Loan schemes; and introduced the Recovery Loan Scheme to provide continued financial support to businesses across the UK as they trade out of the pandemic. 

The scheme is open to any business that has been affected by COVID-19, and the use of funding is unlimited, provided it is for a legitimate business purpose. Businesses can borrow up to £10m per business (or up to £30m for groups). Businesses will also be happy to hear that you can still access this scheme, even if you have accessed other Government support schemes such as the Bounce Back scheme, CBILS or CLBILS. However, the amount available to borrow under the RLS will be reduced by any borrowing from previous schemes. 

The scheme provides guarantees to lenders via several different facility types:

  • Term loan
  • Overdraft
  • Invoice finance
  • Asset finance

It is important to note that not all lenders are accredited to offer all types of facility. 

Businesses seeking to apply for the scheme should ensure they have sufficient debt capacity to take on any additional funding of this kind. In addition, we strongly advise that you (with support from your advisors, if required) take the time to appropriately plan and produce a robust cash flow forecast to ensure that:

  1. there is a legitimate requirement for the funding
  2. you know to what level funding support is required
  3. that the business is in a position to service the debt

This is relevant for any business considering the scheme, but particularly to those businesses that have already accessed other Government support schemes (or other commercial debt facilities) and are yet to understand the true amount of their repayment commitment fully; and/or whose turnover/working capital continues to be impacted by the pandemic and is variable upon the success of the easing of social distancing restrictions. This is also particularly relevant as, as with other external finance applications, you will need to be able to provide a solid business case for the funding, proving you will be able to meet the repayment obligations.

So how does RLS work? 

The RLS will be available through named lenders accredited by the British Business Bank. Further accredited lenders may be added as the scheme continues, and you can view the current list on the BBB’s website. However, lenders are advising that you speak with your existing finance provider first before approaching these lenders, as they may be able to offer you a commercial loan on better terms. 

Key features of the scheme:

  • The scheme will remain open until at least 31 December 2021, subject to review.
  • There is also no maximum cap set for the amount available to lend to businesses through the scheme – so there is no need to rush to apply if you do not feel you require financial support in the immediate term.
  • There is no minimum or maximum turnover restriction for businesses seeking to access the scheme.
  • The upper limit of the facility provided to each business is £10m (and up to £30m across a group), with minimum facilities starting at £1,000 for asset and invoice finance, and £25,001 for term loans and overdrafts. (Please note – individual lenders will set their own minimum and maximum limits within these ranges).
  • The scheme gives the lender a government-backed guarantee against the outstanding balance of the facility.  
  • The annual rate of interest, upfront fee and other fees cannot exceed 14.99%, and businesses are required to meet all costs, interest payments and fees associated with the facility. 

Term lengths:

  • Term loans and asset finance = 3 months – 6 years
  • Overdrafts and invoice finance = 3 months – 3 years
  • If you borrow £250,000 or less, personal guarantees will not be taken by the lender. For borrowings over £250,000, personal guarantees are at the lender’s discretion. Still, the maximum that can be covered is 20% of the outstanding balance of the RLS facilities after the proceeds of business assets have been applied.
  • Lenders can offer an RLS facility to those businesses that would either not gain the funding on standard terms or would do but at a higher rate without the benefit of the government-backed guarantee.  
  • In contrast to other Government support schemes, the RLS will not include 12-month Business Interruption Payments (BIP) to cover interest payments. 

Our advice to those looking to access the scheme:

While this next stage of Government support for businesses is being welcomed, business owners should remember that it is still a loan that needs to be repaid. Its purpose is to support with working capital requirements or to support growth. Lenders will be looking for you to be confident in and provide suitable evidence to support that the funding will be used to help the business grow, further benefiting the economy with jobs and supply chain benefits.

It is also worth remembering that there is no cap on the funding available to all businesses. The scheme remains open to applications until 31 December 2021; therefore, there is no immediate need or panic to apply for funding. Instead, it is better to take this time to develop your business’ recovery plan properly, revisit your strategy, and put together a robust set of financials to identify what, if any, funding requirements you have. This may start with improving working capital efficiencies, cutting further none essential spending and equity or other debt funding options (aside from RLS). This will mean that not only will you potentially avoid taking on further debt unnecessarily, but also, if applying for RLS is the right thing for your business’ recovery, you will be adequately prepared for lenders’ due diligence. 

We always recommend that you seek advice from a suitably qualified adviser before taking any action. The information in this article only serves as a guide, and no responsibility for loss occasioned by any person acting or refraining from action as a result of this material can be accepted by the authors or the firm.

Meet the Workplace Massage Specialist, Kathy Scott

Written by Haze Carver on .

In the words of the Blues Brothers, “We’re getting the band back together again”. Well, maybe not the band but do you want to get your team back together again?

After more than a year of staff working from home, others being furloughed, and those who have remained in the workplace, we are all missing the social interaction between colleagues. Making time for non-work activities and making sure everyone takes a break during the day is vitally important for the health and wellbeing of your staff.

Hands On At Work specialises in workplace massage and wellbeing services. Just turning up at your door with our massage chair creates a buzz about the place and lifts the atmosphere as the anticipation rises of a good pummelling to free those tight back, neck and shoulders.

Or feel the energising force of laughter with one of our Laughter Yoga sessions, harnessing that feel-good factor.

Or calm everything down with our peaceful videos of nature and affirmations, the gentle moves of Qiki Gong, or the benefits of a good stretch with our Desk Yoga.

Companies who put health and wellbeing at the centre of their business create productive, engaged, and motivated teams which in turn provide excellent customer service and which ultimately reflect upon you as a great employer to work for.

Call us now to find out how Hands On At Work can help you create a wellbeing strategy with long term benefits.

Kathy Scott

07989 367669

info@handsonatwork.co.uk

www.handsonatwork.co.uk

Linkedin’s new features promise to make business owners’ lives a little bit easier

Written by Haze Carver on .

24 Fingers

We know many business owners wear several hats, from HR to PR and back again and there are some days that really ought to be four times as long, so everything gets done. Fear not, under-pressure damsels in business distress. Like a knight in slimline silver armour, Linkedin’s new features are coming to your rescue and promise will make life a bit easier. 

We’re big believers in every little helping, so let’s take a closer look at the goodies (Ed’s note: don’t you mean the Goode stuff? #badumtush)

Supercharge your posts

Linkedin Boost post

Taking a shameless leaf straight out of Facebook’s um… book, Linkedin will now allow you to boost a high-performing post to really supercharge your social media post’s engagement. 

It might sound like a cue for a song, but Linkedin says all you need are a “click of a button and a few payment details”, it’s a quick and effective way to expand a post’s reach without having to learn any new marketing tools. Nice. 

Amplify event promotion and measure the results

Linkedin event promotion

If the past year or so has taught us anything, it’s that many of us are more comfortable in front of the camera and crowds than ever before. 

If you’re among the businesses using group and community meetings or events as part of your marketing strategy, Linkedin’s Event Ad feature will help promote your event to a new audience, highlighting key details such as date, time, and how to join. 

It will also let members know if a mutual connection will be attending, so watch out for talking at the back. 

That’s smart enough on its own, but Linkedin’s new features also include an Event Analytics tool that offers insights into the reach, engagement, and companies behind event attendees, crucial information for tailoring or targeting future events. 

LinkedIn Live gets a boost

Linkedin Live

Business owners looking to get in on the livestreaming trend went crazy for Linkedin’s Live feature, which saw a more-than 400% YoY increase in the past 12 months or so. 

The chaps at the business platform have taken note and unveiled Custom Streaming, a nifty feature that allows members to use the broadcast tools they are most comfortable with, whether that’s Zoom, WebEx or OBS. If Microsoft Teams is your bag, that’s on its way too. 

Measure performance on the Go

Linkedin Mobile

Linkedin has finally realised many business owners aren’t chained to their computers 24/7 and can get out and about from time to time. 

With that in mind, they’ve launched Mobile Page Analytics, sending all the visitor, follower and content insights, including organic and boosted metrics, normally accessible on your desktop, straight to your phone. 

If you’re still struggling to get to grips with Linkedin’s new features, give us a shout and we’ll soon have you LinkedIn-ing like a pro.  

We’re 24 fingers, a digital marketing agency and a proud member of the 42 Club, Brentwood Chamber of Commerce, Excel Business Networking Group, the Trusted Business Community, the Organisation for Responsible Businesses and the Rotary Club of Brentwood à Becket. We help companies who are all fingers and thumbs with their social media grow their business and brand. Book your free strategy call here.

24 fingers crossed, you’ll soon be able to post to Instagram from your desktop

Written by Haze Carver on .

24 Fingers

Instagram has always had a mobile-first approach. Which is great, if you’re out and about and using the app as it was originally intended, to post insta(nt) photos of what you’re up to. But let’s face it, it’s no longer 2010, and in the last ten years or more, many of us are now seeing the benefits of using Instagram for our businesses. As such, wouldn’t it be really, really handy to occasionally be able to post to your Instagram feed from your desktop? Well, we’re here to tell you that with a click of one of our 24 fingers, it’s no longer a pipe dream.

Instagram plans to allow for desktop posting

Although there are lots of features that can be used on Instagram from your desktop, annoyingly, the most important aspect of the platform – posting photos to your Instagram grid – isn’t one of them. Rumour has it though, that Instagram is currently planning to allow users to create posts from their desktop. There are reports that Instagram is working on including a button to post photos directly from your desktop to your Instagram feed.

Initial ideas and images suggest that users will then have the opportunity to edit the image, as you do on the mobile app. This includes choosing the aspect ratio of your image and picking filters, as well as the expected options to add a caption, tag people and add your location information.

Our 24 fingers will be poised to give Instagram a massive high five if this functionality is rolled out to desktop users: it’s been sorely missed by many a business owner who prefers creating social media content from the desktop, for example if your images are stored on an online server or if you’re simply more efficient on desktop than mobile. So let’s keep our collective fingers crossed that Instagram give it the green light.

 And until then, how can you post to Instagram from your desktop?

Although it will be fab if Instagram roll out the ability to post from your desktop, this all very much appears to be in the initial stages at the moment – if it happens at all. So until then, what can the desktop lover do to make Instagram work for them?

Well, there are ways and means around it. And our 24 fingers are tapping away at the computer keyboard constantly, making them work for our clients, and regularly posting from the desktop. We may even have our ways and means of posting to your stories from the desktop, too.

Want to know more about how you can post to Instagram from your desktop? Get in touch and you’ll be just a few short clicks away from posting to Instagram directly from your desktop.

First Intuition – Managing Remote Teams

Written by Haze Carver on .

Leadership Lunch and Learn with C-J Green from BraveGoose

Top tips for effectively managing remote teams

C-J Green from BraveGoose, the HR tech provider, shared her ten top tips for managing teams remotely. Here are some key points:

Levelling

As hybrid working looks to become the new normal with 91% of forum attendees working from home at least a couple of days a week. New challenges for businesses will arise as employees will no longer all be in the office at the same time. C-J describes the importance of avoiding a two-tier system where employees feel as though they are missing out on important conversations, and generally out of the loop. All-staff meetings should therefore be delivered in a way that the experience is the same for all. This may mean continuing to deliver certain communications virtually to prevent an ‘us versus them’ rift between coworkers in the office and at home. Zoom meetings are great for levelling and connecting staff as the experience is the same for everyone. Virtual meetings can also help remove the professional facade and allow staff to seem more approachable and equal.

Personal approach

It is essential for staff motivation that employees feel their company value and care about them. Employees should be managed on a personal level and their individual skill sets recognised. The pandemic has particularly emphasised the importance of personal connection and the difference in individuals’ experiences. The one size fits all is no longer effective management and staff should be encouraged to level up based on their personal skill set. This can be done by speaking to employees individually on a regular basis to pinpoint strengths and struggles. Coaching conversations can also help motivate, where managers set up calls to catch-up and praise rather than to assign work.

Stronger sense of team

Teams can feel more motivated and connected when all staff members are included in creating new protocols. The pandemic has created a unique opportunity to make major changes to the way we work. Including all team members, even junior staff, in these decision-making processes will help create a stronger sense of team. Employees will also feel as though their voices are being heard and their best interests are in mind.

Working asynchronously

Employers should appreciate that staff have different responsibilities and commitments they have to juggle. It is not always possible for every staff member to join a meeting or event. Recording meetings and allowing access for everyone to watch them makes people feel more included and as though they are not missing out. This can help staff better manage their time and removes unnecessary pressure to be available. Equally, providing agendas before meetings helps people assess whether it is relevant to them to attend. This all helps employees better manage their time and workload, to work in a way most effective for them.

The Elephants Backpack

C-J describes how team discussions at the end of the week to share reflections can be beneficial. This environment should be a safe space for teams to offload any issues and chat through key achievements or areas to improve. This can help team members feel heard and allow managers to know how their team is feeling.

Advice from the panel

The panel of guest speakers shared their experiences of managing teams remotely.

“Manage people instead of things”

Dennis Laudick from Arm has found he has had to focus his time on rebalancing his team to get the best out of the group. When working from home and communicating virtually he noted that some team members are naturally thriving whilst others are shying away. Dennis now encourages group members who haven’t talked much to contribute rather than contributing himself. Ensuring all his team are included and heard and set up to complete work themselves. Managers need to listen to their teams and put in as much effort to communicate as possible.

Managing teams remotely is an opportunity to throw away the traditional roles and ways of working together. Dennis believes managers should be promoting we are all in it together. This not only benefits team members but helps managers better understand their team. He believes things should not go back to the way they were before and hopes that the new human level in the workplace doesn’t go once we return to the offices. The professional facade that has come down with Zoom should stay.

“Some roles are not getting their natural highs”

Louise Hazard from Greene King believes some teams in her organisation have suffered more than others. This is mostly decided by different teams’ roles and how they are reinforced. Sales teams for example are not getting the natural highs of their job roles whilst working at home. Managers, therefore, need to focus on motivating some teams more than others. This can be done by having honest conversations about what will make things better and shows interest in individuals’ future. Setting up team chats where no one talks about work Louise says is another good way to motivate staff.

Louise also notes that staff on furlough are likely to find it hard going back to work. Particularly if they are going straight back to the physical office. A ‘we are all in this together’ approach will be especially important here. Employers should start organising their going back to work policies now, taking into consideration different staff member’s wants and needs. The benefits of working from home that add to working life that office life might take away should be considered and kept in place where possible to keep staff members happy.

“People do not all need to be regimented”

Carolyn Connery from CMI agrees with C-J’s comments of working asynchronously. The pandemic has helped employers look at employee’s soft skills and acknowledge that people do not all need to be regimented to the same thing. Flexibility will be key moving into the post-pandemic workplace. Carolyn states that a lot of change is set to continue and with that, a lot of new skills are needed. Employers should think about levelling up their employees to ensure they keep up with ongoing changes to the workplace.

The pandemic has also highlighted the importance of managing peoples’ mental health and wellbeing. Junior managers may have had to make hard decisions over the past 12 months in terms of redundancies and furloughing staff. Equally, those who have been on furlough may feel disconnected. Managers should be re-educating themselves to be more aware of their team’s mental health. This can be done by paying more attention to changes in staff and setting up chats to ask how people are feeling. A lot of employers are training or hiring mental health first aiders to meet this challenge. Listening to staff and creating resources they can go to is going to be essential as the long-lasting effects of the pandemic continue.

“I have had the time to do things that were not possible before”

Simon Mader from AstraZeneca reports how the digitalisation of meetings has made certain aspects of work more accessible. Meetings which were once only possible by taking two days off for international travel are now easy to attend. More junior staff members who would have not joined trips can also now attend those meetings. Furthermore, tasks which once meant days of travel can now be completed easily in a day.

Not only has remote working allowed employees to connect with staff members they previously would not have been able to, but it has also helped to get in touch with people. People are now more available and easier to get hold of with the majority working from home. This has made some aspects of work easier and quicker. Simon agrees that catch-up chats that are only a click away are invaluable for building and managing work relationships.

Comments from the audience

Productivity

The audience agreed that productivity has varied between team members due to their personal situations, such as homeschooling kids. Productivity has differed depending on the role/seniority of the staff, with less productivity at lower levels due to support not being as readily available. Overall, 49% of the audience felt they had the same level of productivity working from home than in the office. 22% felt they were less productive and 29% more. Where there are more distractions appear to largely determine productivity levels. One audience member said they have found using Zoom has actually enhanced training and productivity by having the ability to share screens and take control.

Communication

The audience felt that it was important going forward to ensure all employees feel equal and included. Techniques to do this include meeting consistency, where all meetings are either online or in the office. Effective communication is essential for staff to feel in the loop and included. Giving communications to everyone at the same time can help this, as can frequent Zoom meetings that engage all staff. Including daily/ weekly catch-up calls and face-to-face meetings once a month. But ultimately, staff should be able to choose what method of communication is best for them.

Mental health

Everyone agreed that the past 12 months have highlighted the importance of recognising and responding to mental health. The audience recommended managers make sure they call their team to ask them what they need or if they want to talk. Furthermore, one-to-one catch-ups should not just be about giving more jobs to do but instead voicing praise and creating a safe environment to voice concerns. One-to-ones can also help managers understand their team’s needs and plan new working patterns as their working and personal lives change. Being available and willing to support staff is key.

One size does not fit all

The audience also felt that one size does not fit all staff members. Management and work, whether in the office or working remotely, should be tailored in line with individuals’ needs. Each team member is different and so is their circumstance. This is the same for new starters, do not use a one size fits all induction and instead design their introduction around what they need to feel part of the team. This can be helped by scheduling social ‘get to know you’ sessions for new starters to meet people they’ll be working closely with.

Click here to find out more about our Leadership Lunch and Learn sessions and to book your place on future sessions.

Found this article useful? You may be interested to join our free FITT forum discussing onboarding the COVID generation. Click here to register.

Magic Sauce: Free Start Up Canvas

Written by Haze Carver on .

A Canvas is an essential tool when starting a new business.

It will make you focus on the important stuff you need to consider before you spend time or money on your new concept. Read the instructions and either print and fill in or use a PDF editor to complete the Canvas to see if your idea has legs.

You can download your free Canvas here

Community Catalyst Case Study

Written by Haze Carver on .

Claire’s (Lasting Sparkle) Story ✨

Claire contacted Debra from Community Catalysts in March 2021 as she had heard about the project through a friend and neighbour.

Claire already ran an established cleaning enterprise, but her experience with a family member had made her think about the possibility of offering services for older people providing a little extra care and support and cleaning, laundry, and ironing services.

As a small enterprise owner, Claire was already registered with HMRC. With this stage already complete, Debra was able to advise Claire on how to obtain an Enhanced DBS check and with NCC funding was able to reimburse the cost.

Community Catalysts provided information about suitable insurers for this type of business as well as templates and guidelines for paperwork Claire might need. Also, information and guidance on regulations around sole traders offering care and support.

They found a local training organisation that is offering fully funded training to undertake an online Social Care Certificate, covering all required standards.

Claire committed to undertaking the study time required, working around her own caring responsibilities.

Debra says:

Claire was so motivated from the start, such a pleasure to support her to offer further services and support for her older customers. 

Within only two months, Claire had completed all the necessary study and passed all of the modules required.

NCC have provided a starter pack of PPE to help her get safely underway.

In addition to her regular cleaning, Claire is launching Lasting Sparkle/Helping Hand. Offering older customers help with shopping, appointments, tea and chat as well as a little support with personal care if needed. Find her on Facebook or

lastingsparkle@hotmail.com

She is good to go and looking forward to welcoming her first customer!

Claire says:

I would like to thank Debra at Community Catalysts for all the support and guidance throughout my setting up process

If you would be interested in hearing more about how Norfolk County Council’s Community Catalysts programme can help your small business offer a wider range of support to older and disabled people in their homes, please do call me for an informal chat

Debra Morris

07384 835722 until September 2021

Find me on Facebook https://www.facebook.com/ComCatNorfolk/

Community micro-enterprise

Written by Haze Carver on .

Community Catalysts; Unlocking potential effecting change

Do you have an idea that could help older people and people with disabilities at home?

Do you need help to get your idea started?

Are you already helping people in some way and would like to do more?

If the answer to any of these questions is yes, running a community micro-enterprise might be for you. Community Catalysts can:

·   offer you a friendly and supportive point of contact to explore ideas

·   connect you with other like-minded people

·   give you practical information on regulation, training and opportunities in the health and social care sector

·   direct you to other organisations who can help

What is a community micro-enterprise?

·       A community micro-enterprise is a small local business (sole trader, limited company, social enterprise) offering flexible and genuinely caring services or support to older and disabled people

·       It is frequently one person working on their own who really enjoys supporting people in their own community and having the freedom to go the extra mile

Community micro-enterprises can offer a range of different services and support to people in their area. This can include:

·   help at home such as cleaning, meal preparation, shopping, dressing, bathing

·   day, evening or weekend social activities

·   help to stay connected to friends and leisure activities

·   help to undertake training and employment opportunities

·   gardening, light DIY, decluttering, therapies

“As I work more and more with older people, I love it. I definitely want to do more of this as part of my business…I’m glad I have Debra’s support to do this” Sue

What’s in it for the community micro enterprise?

·      You are self-employed so you can decide on your hours of work, rate of hourly pay and location

·      You will receive guidance on any regulations

·      You will receive information about free business start-up support

·      You will get help to market your business

·      You will receive help to obtain a DBS check

·      You can receive a free starter -pack of PPE (subject to availability)

·      You will receive information about available training

·      You can be part of an informal network of support from other self-employed people

·      You can receive guidance and information from Community Catalysts and be signposted to other relevant organisations

Norfolk County Council have commissioned Community Catalysts CIC to work in Norfolk.   The project runs until September 2021 and is being co-ordinated by local catalyst Debra Morris.

Work is happening in the Norwich and North Norfolk areas to increase the range and availability of help at home & community options. As well as helping people to set up new enterprises, we will also advise small groups and organisations already established in North Norfolk and Norwich and looking to diversify or extend what they offer.

How we operate

We work hard to recognise local strengths and actively build on things that work well and would like to connect with community, third and public-sector organisations, key stakeholders and supporting professionals who would like to know more about the project.

You can read an article on Claire, a case study, and how Community Catalyst helped her here

Get in touch, we would like to hear from you!

Contact Debra Morris, the local Community Catalyst, for more information about the project:

Telephone: 07384 835722                                                                                          

Email: debra.morris@communitycatalysts.co.uk

Facebook: https://www.facebook.com/ComCatNorfolk/      

When did you realise your company website isn’t your property?

Written by Haze Carver on .

Media in a Box

During COVID-19 most businesses have relied on their company websites to keep trading, but did you know if you bought your website through companies like GoDaddy or Wix you don’t really own your website? It is not part of your company assets despite it being your primary sales source.

Websites sold through companies like these allow businesses to effectively rent space on the internet. At Media in a Box we think you and your business deserves a better solution that ultimately sees you completely owning your own company website, it’s called Small Business Booster. As part of the launch of this exciting new product one small to medium sized company could win a 10-page SEO optimised website for their business.

Media in a Box will professionally register, design and SEO optimise your website to meet your exacting requirements and once complete hand it over to you, although we can continue to support your website if you wish. The Small Business Booster is inexpensive as websites start from £46 + VAT each month and we offer a huge range of templates to suit all sorts of businesses with 5, 10, or 20-page sites. Our experienced team of web designers will tailor your site to achieve maximum impact and effectiveness in reaching your target customers. Media in a Box offers round the clock support and affordable digital marketing packages specifically designed for the needs of small to medium size enterprises.

Owning and not just leasing a website is key to your company’s continued growth and success. Having your primary source of income as a company asset means you control how it is configured for Search Engine Optimisation.

If you’d like to know more about Small Business Booster or Media in a Box go to our Facebook page at www.facebook.com/smallbusinessboosteruk or our website address at www.smallbusinessbooster.co.uk

And remember to register for your chance to win and own a 10-page new website. Simply email us at support@smallbusinessbooster.co.uk with your business and contact details.

Surprise and Delight Marketing Strategy – the what, why and when

Written by Haze Carver on .

Mark Williams Action Coach

Ever noticed a marketing campaign which you thought was executed to perfection? A campaign which was timed well and punched one hell of a right hook to create a buzz and go viral. A campaign which used emotion to draw in lapsed customers, infrequent customers and frequent customers and was designed to suit prospects all the way through to brand ambassadors, therefore dramatically increasing customer retention, basket sizes AND new markets? Chances are you have, and chances are it was a Surprise and Delight Marketing strategy.

What is Surprise and Delight and why should brands use it?

Well, in a nutshell it’s pretty self-explanatory: a method of marketing which surprises clients and plays on the influence of emotion in buying decisions. It aims to attract and nurture consumer relations by providing unexpected rewards and it is designed to increase customer loyalty and engagement.

Surprise and Delight is quickly becoming an essential part of any serious marketer’s customer retention and acquisition strategy and according to the Harvard Business Review, surprises are the most powerful marketing tool because they are addictive. It is a strategic way to give unanticipated perks to customers in order to renew interest, boost purchases, restore loyalty, or educate consumers on new products.

How (and when) to create a memorable Surprise and Delight strategy

There are many brands who have created great strategies to surprise their customers. A great example was back in 2015 when The Lion King and Aladdin Broadway cast had a sing off in LaGuardia Airport whist bored waiting for their plane. (It’s well worth a watch! Watch it here).

The cast created an amazing element of surprise for other travellers and created an exciting and remarkable customer experience. You’d be hard pressed to find an onlooker who didn’t then buy tickets for the shows afterwards!

This example highlights 3 main elements of how to get your Surprise and Delight campaign spot on;

  1. Play to your strengths just like the cast used their voices and talent to entertain the crowds at LaGuardia Airport. What are your unique strengths and values? Another example to draw on here is the ‘Kleenex feel good campaign’ which sent out a Kleenex Kit to those they identified on Facebook as being unwell. They orchestrated it through contacting friends and family to help deliver a box of feel good goodies to those who’d recently posted a status to say they felt poorly. This campaign generated more than 650,000 interactions on Facebook alone. If they had instead chosen to send recipients a voucher this would have created some far less exciting results and general buzz around the brand. What do you do brilliantly? What are your values and how can these be used to create a memorable experience and surprise?
  2. How can you add value in a moment? The Lion King and Aladdin cast were bored, most likely alongside all their fellow travellers. They knew they could create a buzz, which in turn would be great promotion for their shows and if recorded would be seen by potentially millions around the globe (the You Tube link above has had 7,705,232 views at the time of writing this blog). How can your brand add value to an individual/team/group of people at the right time? Hopefully we will be heading out of lockdown soon – how does this work for your customers and clients? Is there something you feel they may be pleasantly surprised to receive during this time? Timing is key and if used effectively could create a huge ROI.
  3. Don’t forget your current customers. Whilst the above is all still applicable to your frequent customers, don’t ignore how important customer retention is for your business. Brands which keep their customers coming back time and time again are usually those who pay extra care in nurturing their relationship with their on-going customers. This can be as little as a birthday card, an unexpected gift added in with a purchase to say thank you, a postcard to check in on them. There are many ways you can add an element of Surprise and Delight to your most valued customers and this should be high on your retention strategy.

Surprise and Delight strategies increase customer loyalty, which in turn leads to repeat purchases, larger basket-sizes and increased brand engagement. When utilised properly, this marketing strategy can be extremely good for business.

We hope this has got you thinking about your next marketing campaign!

To find out more about how I may be able to help your Norfolk business thrive then please don’t hesitate to get in touch on 01603 559590 or email markwilliams@actioncoach.com – you can also get in touch through my contact form here. If you’d like to know a little more about my experience, expertise and accolades then click here.

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7 ways to make your customers love you

Written by Haze Carver on .

Mark Williams Action Coach

Client retention is one of THE most important parts of your business, especially in a time when anxiety is high and spending power may be slightly decreased due to uncertainty in the marketplace.

Focusing on your customers, building the trust, loyalty and their confidence in you is hugely important to your bottom line. After all, it could be your most loyal customers who are seeing you through these slightly rougher seas.

Right now customers are acutely aware of how businesses are handling the current crisis, with those showing care, empathy and compassion emerging as leaders in their industry. Never has there been a better time to focus on your brand values, ethics (for both your customers and your staff) and your purpose.

Turning customers into loyal and raving fans is a process which we call ‘Ladder of Loyalty’ and it goes like this:

1. Initially you have Suspects. Suspects are clients/customers who you feel could potentially be interested in your products/services. To get them hooked think of ways to grab their attention. That could be great social media content, a blog, collaborating with another business, an event, an invitation to an event (the invitation itself could be just what they need, even if they can’t attend).

2. Suspects then turn to Prospects. Prospects are essentially Suspects who have shown interest in what you sell. They have taken the first step of engagement and seem warm to the idea of what they could buy from you. According to the book Never Lose A Customer Again by Joey Coleman a Prospect is in the ‘Assess’ phase at this point. “The customer is hopeful that you’ll be able to help, but it’s cautious optimism at best. If you don’t position yourself as fulfilling your needs while wrapping them in a great customer experience, they won’t choose to work with you. If you can convince them that you are the best choice, they will move forward with the purchase. This dance between customer and the organisation is what most people would refer to as “sales and marketing.” The potential customer is assessing their options.” – Joey Coleman.

3. Shoppers are not like a Customer. Shoppers are those who have invested once in your product or service. They have seen the value of what you do and handed over their cash. Here is when you can start the process of keeping your shoppers loyal to turn them into a client/customer. Let them know how much their custom means to you – if you are a relatively small business you could perhaps tell them how their custom affects you/your staff/your family. Bring your shoppers into the fold and make them feel valued and appreciated. This phase is usually where a customer can begin to doubt their decision to work with you – commonly known as ‘buyers remorse’. This is where your communication skills play a huge part and can re-affirm the initial feelings of euphoria and excitement which your customer felt at the start of their buying journey with you.

4. Next up is moving your Shoppers into Customers. Customers are those who have made multiple transactions with you. They have purchased your goods or services 2 or 3 times and they’re beginning to feel some form of loyalty to you. Often this will be because of a mixture of a few key elements such as pricing, communication, brand values and ethics, customer experience and locality. These Customers need nurturing. Could you offer them exclusive deals? Boden do this in the form of a £10 discount offer to those who regularly buy from them online. If you offer a service are there any critical non-essentials you can send them as a thank you for their custom – everyone loves an unexpected card and box of chocolates. If your business is a one time purchase (like weddings) then perhaps there are special offers or bundled packages you can offer for future milestones like birthdays/babies/special occasions. I’m sure there are many ways you can reward your local customers to turn them into…. (go to point 5.)

5. A member. Your Customers reach Member level once they are fully engaged with your business. Now they are more than a Customer. They are a friend of your business who actively believes in what you do/sell and has some deeper connection with you. Members feel a part of what you’re doing. At this stage you want to build this connection. Can you take them out for ‘member meals’, invite them to join you at events, give them a relationship manager so they can always deal with the same individual, who in turn will get to know and understand their needs to further build the relationship. Ask them when their birthday is and make sure you send them a postcard or little gift to make them feel special.

6. Nxt up is an Advocate. Once you start moving beyond the Member level you should be able to rely on your Advocates to help YOU market YOUR business. See what’s happened here – your clients/customers/members have turned into a marketing resource for your business as a result of all the time your have spent building your relationship with them. An Advocate is someone who will respond very positively when asked about their experience with your business. They will say things like ‘I would highly recommend them’, ‘You must work with them/buy their products’. ‘I wouldn’t know what I’d do without xxx, they have really helped me’. Word of mouth is THE most powerful form of marketing and it’s your Advocates that will do this for you. Advocates appreciate your level of customer service and they feel a strong connection to your business/your staff/you. The key to building Advocates is to stay connected with them. Keep in touch with them to see how they are doing and send regular exclusive offers/invitations. Maintain this level of service to keep them feeling loyal.

7. Finally we move to Raving Fans. Raving Fans are simply the best type of customer for any business. They have bought into what you do with such emotion and understanding that they want to spread the word about what they have found. They feel proud to buy from you/use your services and you have made their life so much better that they want to shout about you. If you have Raving Fans then you know how to keep your customers loyal! Just keep doing what you’re doing and MAINTAIN the level of service you offer them!

One final note – if you are serious about client retention and working out how you can best navigate your way to gaining more and more advocates then we’d highly recommend you to read ‘Never Lose A Customer’ by Joey Coleman. Read his first 3 chapters here – we’re pretty sure you’ll get hooked pretty quickly!

To find out more about how I may be able to help your Norfolk business thrive then please don’t hesitate to get in touch on 01603 559590 or email markwilliams@actioncoach.com – you can also get in touch through my contact form here. If you’d like to know a little more about my experience, expertise and accolades then click here. 

Your Business Mindset is Essential for Successful Growth

Written by Haze Carver on .

Kathy Ennis, LittlePiggy

Thinking small means staying small. Discover how to harness your business mindset and increase your business success.

Have you ever wondered how some business owners leap effortlessly from working out of a small room in their house, to running a large, profit-generating company that employs teams of people? 

Meanwhile, you’ve been working all the hours under the sun, yet you’re still barely covering the monthly bills.

But those big, hotshot business owners aren’t necessarily any more talented than you.

They’ve just developed a focused, business mindset for success, that’s all.

Business Success? It’s All in Your Head

Though their businesses are different, there’s one thing all successful business owners have in common.

They focus on three key principles, which are:

Money: they understand exactly how their business makes money (and how much their business costs), so they can implement the right financial management systems.

Marketing: they create compelling and engaging marketing strategies, regularly analysing their results so they lead directly to more sales.

Mindset: they develop a resilient mental attitude that allows them to make decisions, solve problems, bounce back from obstacles, and manage their success.

Business mindset is the most powerful principle of all, because it underpins everything else you do in business.

So, here’s how to start developing a business success mindset that will help pave your way from micro to macro.

Your Business Mindset will Bring You Your Own Version of Success

What does “success” mean to you?

It could be endless wealth, with your own private island, celebrity friends, and a collection of vintage cars, or it could be simple security and comfort.

Defining your own version of success is important, because it’s only then that you can start planning towards it in a purposeful and measurable way.

For example, visualising the wealthy scenario may mean starting work on an ultimate goal of making millions, whereas security may mean earning enough for you to be mortgage-free.

Understand the Power of Your Brand

Many people immediately think “logo” when they think brand. 

But your logo is only a small outcome of your brand development.

Your brand is your unique personality – it’s everything people think, hear, see, and feel about your business. 

Essentially, you are operating in a crowded marketplace, your brand is the thing separates you from all the other businesses offering similar products and services. 

Build Trusted Business Relationships

Connections are not relationships. 

As an example, look at the number of followers your business has on each social media platform. How many of them do you know personally?

Developing deeper, more long-term relationships based on trust will help you succeed in business, because we are all naturally geared to help those people we know and like.

Which leads on to…

Give Without Expecting to Get

One of the most important tools in your business mindset kit is to offer your connections something of value first.

For example, instead of starting conversations by telling people what you do, ask what they need help with. 

Listen, share ideas, offer introductions… anything that you can see helps others out. You’ll develop a reputation based on trust and helpfulness, which is something everybody values in business.

(Don’t get me wrong, sometimes you won’t receive so much as a response in return, but when you do, the experience can be truly magical!)

Invest in Others’ Expertise

Whenever I am asked what is the missing link between a promising businessperson and a successful one, mentoring comes to mind

Sir Richard Branson

Investing in your future business success is essential. 

As a micro business owner, ask yourself why others should buy from you, if you’re not prepared to invest in support and expertise that elevates you above your competition.

No one person knows everything about business (and nor should they) which is why drawing upon others’ professional skills – just as they will draw upon yours – will help you on your way from micro to macro.

I may be biased, but mentoring, as Richard Branson mentions, is a great start! 

Someone who has been there, done that, and got the T-shirt to prove it will help you focus on your personal version of success, helping you develop the right business mindset while sidestepping all those classic business mistakes. 

You’ll also have the benefit of a brain to pick and an ear to listen when the going gets tough.

If you’d like to discuss what the power of mentoring could do for your business, why not book a complimentary, half-hour Breakthrough Session now?