HOT IDEAS TO BOOST YOUR BUSINESS. AFRA 2013 CONFERENCE BRAINSTORMING BEST PRACTICE IDEAS Alice Springs August 23, 2013

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1 HOT IDEAS TO BOOST YOUR BUSINESS AFRA 2013 CONFERENCE BRAINSTORMING BEST PRACTICE IDEAS Alice Springs August 23, 2013 Facilitated by Dave Staughton AFRA CONFERENCE BEST PRACTICE IDEAS Page 1

2 HOW TO USE THIS IDEAS GUIDE ALL These ideas were crowd-sourced from attendees at the conference Get a fluorescent highlighter and identify the IDEAS you like that you could implement easily Make a LIST of your favourite IDEAS Get your Staff involved in finding and implementing the IDEAS Keep this guide handy and use it as a staff training guide BEST IDEAS TO BUILD A BETTER TEAM Purpose (Higher Purpose - Tell staff why we are here - for Motivation) Recruitment & Selection (Know exactly who you want and why) Induction and Onboarding Make new staff feel welcome Measurement and Management Focus on desired outcomes Objective setting and competitions for incentives & recognition IDEAS TO BUILD YOUR BUSINESS FASTER Have a GamePlan and Set your Business Outcomes More Clarity & Focus Awareness and Attention use Visual Boards Training and Personal Development for the team use a Year Calendar Develop a Training Library and READ more books! Financial Focus and Attention Develop more Systems, Procedures and Processes Have a Staff Succession Plan Begin with the end in mind FIVE GREAT WAYS TO GROW YOUR SALES & PROFITS 1. Increase your Average Dollar Sale Sell more every time 2. Increase your Conversion Rates Convert more enquiries to clients 3. Increase your Profit Margins Sell high margin and reduce your costs 4. Increase Your Client Repeat Visits and Referrals Get clients to come back more often and tell others 5. Increase your Prospect enquiries 2013 AFRA CONFERENCE BEST PRACTICE IDEAS Page 2

3 Topic 1 IDEAS to get more CUSTOMERS MARKETING IMPROVEMENTS - More mailouts and direct mailouts - Broadened direct mail program - Improved s, calls and existing advertising - Social responsibility Program projects for different charities makes clients aware of giving back to the community - Cancelled yellow pages and reached local internet advertising - Totally reduced our yellow pages ads - Gave away Free Promotional products with all sales (avail from - Working on a TV ad involving staff but changing to cartoon characters - Looking in newspaper for job shutdowns and offering to do the moves - Local magazine advertising - Local directories advertising - More Networking - Associating with like-minded business people - More Advertising - A Radio Jingle that sticks in your head - House letters and teabag sent out so people can have a cuppa on us & feedback on the internet - Choosing the right Business Name was important (attracts customers) - Came to the AFRA convention! WEB IMPROVEMENTS - Negotiated website improvement - Improved website functionality and social media pre-service - Testimonials on website date, client name, permission update regularly - Tidied up our web page and facebook - Facebook buy, sway, sell backloading - Used facebook more - Ask customers to like us on Facebook - Increased Google ranking - Upgrading Google Places listing - Microsite for backloading - Better Website, SEO, SEM, Inbound Links - Friend to make website checked IT working TEAM IMPROVEMENTS - New employee business manager - Get rid of bad employees - Employed people with positive attitude (Employ on attitude train for skillset) - Do what you say you are going to do - Training & improving guys appearance Good Uniform professionalism - Appointed Sales Manager - 3 B s - Be your best, Be respectful, Be safe - Get people diplomas, upskilling all our staff, give your advice - Called customers told to increase productivity and sack someone - Reduced staffing levels 2013 AFRA CONFERENCE BEST PRACTICE IDEAS Page 3

4 SERVICE IMPROVEMENTS - More mature (experienced) customer service staff - Quality control Boys giving same customer service, clean truck. Checking via random spot checks with clients. Keeps lads on their toes to do job - Thank clients for being valued ongoing clients - Took Longer to do jobs better quality jobs - Changed trucks rebranding of trucks tidy up ADDITIONAL OFFERS - Prepack and Unpack flat screen TV s included in cost - Offered Storage 2013 AFRA CONFERENCE BEST PRACTICE IDEAS Page 4

5 Topic 2 IDEAS to INCREASE your SALES & PROFITS TEAM TRAINING IMPROVEMENTS - Invested in training - Improved training - Extended training - Every Staff Member to understand realistic budgets & help achieve targets - Additional training for sales staff & sell insurance EQUIPMENT & ASSET IMPROVEMENTS - Invested in vehicles - Increased storage IDEAS FOR PAYMENT, PRICING & DEALS - Put prices up - Offered Special Discounts for pensioners - Sold Vouchers - Direct debiting for clients - Box deals MARKETING IMPROVEMENTS - Web marketing - Direct marketing - Radio advertising - Brand recognition - Facebook - Pushing AFRA (AFRA decals on trucks creates awareness) - Extra advertising - Google search engines - Changing ways of advertising - Using QR codes SERVICE IMPROVEMENTS - Focus on Quality - Include plastics & boxes, set up beds - Explaining what we can do and expectations - TV pack/unpack in TV cartons - Free shuttle vehicle if requested - Commit to the service - Time in house with customer - Approach customers better better service - Book appointments and spend time with customer face to face TEAM IMPROVEMENTS - Changed salesman now more assertive and influential - Changed sales staff 2013 AFRA CONFERENCE BEST PRACTICE IDEAS Page 5

6 OFFERING EXTRAS - Value add services - Insurance - Selling Value Adds Boxes, Cleaning, Insurance, Pack/unpack - Pricing add-ons extra services pre-move, post-move offer extra services SALES PROCESS IMPROVEMENTS - Looked at rates too quick to discount instead sales staff have focussed on phoning clients back more regularly - Follow up process for international rate request - Pitching a price suited people s price range - Empowering sales staff to make deals on the spot - Give out an all inclusive price - Use a Costing module - know what admin costs etc are - Decreased gross income increased profitability - Follow up calls - Compare quotes - Having sales reps in homes - Telephone follow ups and pricing - Personalised service - Following up better measure, survey - Long term sales style > 5x - increase customer conversion by including a Job Costing module - High premium for outside area no discounting specialised - Presentation about Asking for Referrals SYSTEMS IMPROVEMENTS - Implemented new CRM system - Twice daily sales report which interrupts work flow WEBMARKETING - Social media - Upgrading website specific sections with materials, insurance and add-ons - Networking internet - Increase pricing pushing web and facebook - Telephone number on right hand side of every webpage - A lot of work on Google rankings to increase sales 2013 AFRA CONFERENCE BEST PRACTICE IDEAS Page 6

7 Topic 3 IDEAS to Reduce Costs and SAVE MONEY FOCUS ON YOUR SPENDING & EXPENSES - Re-assessed average spend - Focussed on expenses with staff and reduced costs - Focussed on marketing, IT reduce costs - Analyse reports with staff - Nomination of speeding fines - Buying Signage purchased from overseas - Reduce and Recycle - Packaging reuse MANAGING YOUR LABOUR COSTS - OPS manager monitoring labour percentage - Collective agreement for staff agreed by Fair Work under casual increase rate, no sick leave etc... All legal - Upgrade staff delete unproductive staff - Reduction in staff flexible hours knock on benefits expenses reduced - More casual less permanent - Get rid of wrong staff employ right people - Modify work patterns - Reduce labour - In house training - Use Owner/drivers interstate - Not outsourcing - In house supply IMPROVE ASSET PRODUCTIVITY - Updated fleet - Maximise vehicle space - Managing logistics locations - Integrated office position more efficient - Update vehicles fuel & maintenance cost savings IMPROVE FINANCIAL SYSTEMS - Direct debiting online, improved - E payment online phone system IMPROVE EFFICIENCY - Fitting GPS tracking to trucks - Give two quote prices high and low - Use Google earth - Navman so staff can find places easier - Limit speed save fuel - GPS in all vehicles monitored fuel and speeding 2013 AFRA CONFERENCE BEST PRACTICE IDEAS Page 7

8 Topic 4 IDEAS for Building a Better Team & Improving Team Morale IDEAS FOR BETTER MEETINGS - Fortnightly BBQ toolbox talk - BBQ/Admin stickers - Friday round-up - 3 things they liked, 3 they disliked, 3 how they can improve - Meetings, morning teas share responsibility, improvements discussed, opportunity to talk - Meeting staff cohesion - Admin meeting - Daily toolbox meetings by OPS manager - Once a month breakfast meeting to raise concerns. IDEAS for BETTER STAFF EVENTS - Social functions every 3 months Go karts, Bowling etc, bring all staff together - Held social events - Social get togethers - Weekend away teambuilding - Time out events and socials - Social night gets rid of bad attitudes - Celebrated Christmas closed shop for a period. Good morale at that time Big Function Christmas presents Team building exercise - Motivated staff take them out to restaurant inc BBQ, breakfast meeting - Social events, fun, wine, dip, food etc. Footy tipping, social event STAFF COMMUNICATION IDEAS - Get together ask about life, personal, build rapport - Staff empowerment let them make decisions within a certain parameter - Have a honest chat behind closed doors, confidential, shake hands. They seem to be happier Job security, team environment - Display wall for customer positive feedback - Approach, Coach, Empower - Improve attitudes - Constantly thank and praise lads - Buy uniforms to get better image Staff happier with us supplying uniforms - Noticing little things Birthdays etc STAFF TUNE-UP IDEAS - Got rid of troublesome staff - Counselling when required for staff and changing key staff - Competitors putting off staff scared current staff. Re-assured staff & cemented engagement - Eradicate bad eggs remove negative staff, - Cancerous/bad eggs removed staff, increased morale - Accepted resignation from a negative staff member after that all staff happier - Got rid of direct staff, employed contractors, sales staff happier, better jobs, more on time, claims dropped completed over a period of time (2yrs) 2013 AFRA CONFERENCE BEST PRACTICE IDEAS Page 8

9 STAFF RECOGNITION, REWARDS AND INCENTIVES IDEAS - Buying nibbles and drinks - Performance bonus - Random awards - Mufti days on Friday (casual Friday attire) - Referral reward send - Supply complete set of uniforms - STAFF Recognise all birthdays - Staff gift cards, Birthdays, Celebrations - Training and license upgrades - Training get guys licensed and accredited 2013 AFRA CONFERENCE BEST PRACTICE IDEAS Page 9

10 Topic 5 IDEAS for using more TECHNOLOGY GPS NAVIGATION TRACKING - Google Earth - Tracking system thru Google - GPS tracking in the trucks/ Navigation location system for trucks / Installed Navman - Navman in trucks for a few months no loss of time re map books, reduced phone call - client confirmation where drivers are - Installed Navman 12 months ago Bris, Melb, Cairns can see where drivers are to arrange other uplifts on the way to other areas. In remote regions GPS has good coverage for breakdowns or over hours - Navigation added to truck MOVING SOFTWARE - Moveware software implementation led to improved presentation - Moveware more transfers, cuts down Admin work, invoices/quotes, all ed - Clients communications via moveware reduced overall time - International work going through agent management system - sales staff contacting proper agents, good GEO codify software into excel, generating s WEB & ONLINE IMPROVEMENTS - Improved website - Webpages on the improve - Improve Web and SEO - AFRA improved facebook/twitter & website - Implementation of Reach Local to improve communication & evaluation - Online Cloud accounting system access from anywhere online (Xero, MYOB Cloud) - Automated Asking for referral process - Improved Facebook communications GO MOBILE APP/SMS/IPHONES - App on iphone to check security cameras at depot - Updated tablet for quoting - Iphones for key personnel - SMS use - Move survey app for mobile - Google adwords Ipad thing for increase sales - Created app for editing AFRA ipad/iphone instant reports - Eway on iphones (App) to process credit cards on the spot, paying at the time pin entry on phone - Text messaging from and computer (www.smsglobal.com.au) IT/COMPUTER SETUP - 3 computer systems running parallel, changed software to move to one new system - Using Eway app to process credit card payments. Ipad to do quotes onsite - Computer upgrades / Updated computer - Remove computer access from home computer to work server - RDC (desktop connection) - Blue tooth application 2013 AFRA CONFERENCE BEST PRACTICE IDEAS Page 10

11 Whether you sell by phone, by , face to face or via the web, Big Dave can show you how to get the most from your time, your team and your existing customers & prospects. Dave is a talented facilitator and experienced M.C. of sales meetings and conferences, strategic retreats, team building events & in-house workshops. He speaks and consults on a wide range of business improvement topics in the areas of sales, staff, skills and strategy development. Dave is famous for simple yet powerful concepts like the love bucket, love goggles, the business hats, finding ttttt, the red balls and head, heart and hands selling. Topics listed here are available as fully customisable presentations for conference keynotes and half & full day workshops. SALES TOPICS How to make more sales in turbulent times Serve & sell Help your front line staff to sell more! Pricing for profit - How to set and get your price Finding your niche Making more money in the changing marketplace Tactics for turbulent times How to make the most of your time, team & turnover Pricing & promoting your professional services - Turning more prospects into clients STAFF TOPICS Leading, engaging and empowering your Staff Managing and motivating a multi-generational team Finding, keeping and inspiring the best staff SKILLS IMPROVEMENT Living a better life! Making a dollar and making a difference (World class time/life skills) How to present and pitchlike a pro Developing world class leadership and presentation skills ABOUT DAVID STAUGHTON B.Sc(Hons) AFAIM FCEO David Staughton is a scientist, author and award-winning businessman who makes doing business easier. A walking library of business case studies, funny quotes and real life experiences, he inspires people with his passion, energy and enthusiasm. EXPERIENCE David has over 25 years experience in a broad range of industries including mining, retailing, hospitality, travel & tourism and consulting. He s been passionate about small business since starting work in the family-owned hardware store at age six. David is a qualified geologist and worked for five of Australia s largest mining companies. He left to start his own hospitality business and became a Millionaire by age 30. In 15 years he grew a multi-business empire in Victoria. In 2001 he successfully sold his operations and has since been helping businesses get results. He has shown owners and managers how to energise their staff, find more customers and significantly increase their sales & profits all year round. 5 REASONS WHY you should choose Big Dave 1.Australia s expert on Selling off-peak - selling slow moving stuff and improving sales in quiet & tough times 2. Award-winning small business owner & operator 3. Ten years business consulting experience with major business turnarounds and multi-million dollar sales improvements. 4. Self made millionaire & serial entrepreneur has started seven businesses bought & sold them and shut down one. 5. Contributing author of two best-selling books for small business David can also offer a full range of user-friendly practical workbooks and Business Improvement Guides (BIGs) on a wide range of essential topics. Dave is based in Melbourne and works all over Australia, Asia and the Pacific. Ph: AFRA CONFERENCE BEST PRACTICE IDEAS Page 11

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