Module 18: Client Relationship Management (CRM)

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1 Induction Program. Module 18: Client Relationship Management (CRM) Objectives: To understand the importance of Client Relationship Management Suggested CRM activities Client Relationship Management is one of the most important activities in your business. Your relationship with your client is what will become your point of difference; distinguish you from your competitors and the service offered by lenders. It is worthy of noting at this point that a Client Relationship Management program should sit as a part of a wider business marketing plan. DEFINITION: Client Relationship Management is methodology or process used to learn more about customers needs and behaviours in order to develop stronger relationships with them. There are many technological components to CRM, but thinking about CRM in primarily technological terms is a mistake. The more useful way to think about CRM is as a process that will help bring together lots of pieces of information about customers, sales, marketing effectiveness, responsiveness and market trends. CRM helps businesses use technology and human resources to gain insight into the behaviour of customers and the value of those customers. More specifically in brokering, Client Relationship Management is how you look after and interact with your client from prospect stage, through loan application and settlement, right through to their retirement and beyond. By keeping in touch with your clients and ensuring the products they have are still relevant to their needs; by keeping them informed and up to date on what is happening in the world of finance; and keeping them informed of the service you provide; you should not only have clients come back to you for repeat business, they should also be advocates for your business and become referrers of new clients to your business. Our most successful brokers have over 60% (and in some cases a lot more) of their business come from their existing data base, either by way of repeat business or by referral. This is the value of a successful Client Relationship Management program. Research has thrown up an interesting statistic in that a survey of clients revealed 87% of clients could not remember their brokers name three months after the loan had settled. A different survey revealed that when asked, Where did you get your home loan from? the overwhelming majority named the financial institution, not their broker. This is where an effective CRM program comes in. This is where we turn it around so that not only do clients remember your name, but when asked where they got their loan from the response would be I got my loan through (insert broker name)... I think he put it with XYZ Lender. 1

2 Defining your service proposition Before we move on to the CRM program it is time to think about your business and why clients should do repeat business with you and refer potential new clients. Think about your business and under the headings below, write your answers to the various questions. Define your service proposition: Why should clients / prospects do business with you? What do clients get (other than your core services) when they do business with you? What will inspire clients to tell others about you? You need to know and understand what you offer your clients. Once you know this you can work on how to promote this to your clients through your CRM Program. 2

3 Opening night every client and every loan is special. In the Theatre, every night is Opening Night. For the patron who purchases a ticket and goes to see a play for the first time, it is Opening Night for that patron. The actors therefore treat every night as Opening Night to give that patron the same experience as everyone else. In your business, every loan needs to be treated with the same enthusiasm and attention as your very first deal, no matter if it is the 100 th, 400 th or 1000 th loan you have done. For your client it is the Opening Night loan. If you want to give SPECTACULAR SERVICE, treat each loan as the first. Not only that, you must inspire your staff to treat each loan as the first so they also give SPECTACULAR SERVICE. You are not just being judged on what you do, but also on what everyone in your business does. Always exceed expectations If you want clients to remember you and refer others to you, you must EXCEED their expectations. Determine your client s expectations at the outset and align them with reality. Under promise and over deliver. Even if your client did refer you, no one is going to take up a referral if the referrer says, You could try this person, he / she did an average job. If you provide SPECTACULAR Opening Night SERVICE, you can turn that referral into: You must use this person, he / she was fantastic. This may not seem to be a CRM activity, however it is the very start of the process and the basis for what will follow. 3

4 CRM: the New Client Settlement gift A settlement gift not only shows your appreciation of the client, it also provides an opportunity to leave an impression. This may aid in obtaining repeat business and/or referrals. Some brokers give a small gift to their clients on settlement. If it is some type of gift basket, best approach is to have it delivered to the client s place of employment, preferably the female s, as they are more inclined to tell their friends. Always include a thank you card and some business cards for them to give to their workmates. Different categories of clients may be more suited to different and more targeted gifts. For example a new home buyer may get more value out of a $50 Freedom Voucher than an older couple who have just purchased an investment property and would get more enjoyment out of a good bottle of wine. A list of gift suggestions is in Appendix A. Please note this list is not exhaustive. The variety of gifts is only limited by your imagination. Not all brokers send a settlement gift and it is a decision for each individual broker to make. One month phone call You may have opted to call after a fortnight / three weeks / five weeks. This is primarily to ensure the client is happy, loans have been set correctly and repayments commenced as appropriate, they have their new credit card, savings account, etc. You may also be following up on cross sale opportunities they did not previously take up. Have a script / list so you ensure you cover everything. You do not want to call back the next day and say I forgot to ask. BE PREPARED. Always end by asking for referrals. The client should be feeling good about you at this point. Ask: Do you know anyone else who may be looking for finance? Who among your family or friends are likely to be looking for finance now or in the next 6 months? Use your own words and fit it into the conversation. However, whichever way you do it, you must ask. Clients need to be reminded to refer people to you. Never assume just because you did a good job and they like you, that they would think to refer a friend. Your database: Vital for CRM Your existing clients will become the backbone of your business. The information stored in your database is therefore vital to running an effective CRM program. Our FLEATS system has the capacity to store everything you need to assist you with your CRM. Ensure your database has all the information entered that you may need. Accuracy and currency of information is vital to ensure you have correct contact details and up to date information. 4

5 As a minimum you would have your clients name, home address, postal address, address and contact phone numbers. What you should also have is: your clients preferred contact times; journal entries of previous discussions; birthdates - including family details if possible; occupation; hobbies. A good database gives you options. For instance, you could invite all the golfers in a particular postcode to a golf day. Dates and campaigns campaigns can also be created in FLEATS on a set and forget basis for birthdays, anniversary of loan settlement, loan product expiry dates, lease or other finance/insurance opportunity expiry dates, etc. It s always a good idea to follow-up s with a personal call. Mail merge Merge letters can be created using your database and exporting to Excel. Clients can then be filtered as required; e.g. by postcode, occupation, hobby, etc. communication Bulk s can be created within FLeaTS to send to your entire database. Client Prospects Put all prospects into your database and market to them as well. Newsletters Diarise phone contact as appropriate Remember, even though a prospect may not yet have become a client, they may do so in the future. They may also still refer other people to you even if they were not yet ready to proceed themselves. 5

6 Who are the referrers among your clients? Can you identify those of your clients who have referred other people to you? (CRM in FLEATS can be noted with referrers). Ask new clients, How did you hear about me? If from one of your existing clients, make a note on that client s file. If it is from another source, note that also. Reward referrers Personally phone referrers every time they refer you, and thank them, even if it did not proceed to an application. You could send a card or letter with a small reward (e.g. Instant Scratch-Its) even if the referral does not proceed to an application. Consider sending a larger gift if you do get an application from the referral. It could be argued that no matter whether or not the referral turns into an application, the gift should be of equal value. We want clients to continue to refer people to us. What happens after that is not the referrer s responsibility. Pay special attention to regular referrers: Hold small cocktail party Movie night Drop by with coffee Take them for a coffee Remember, the client on your database with a $50,000 home loan may be your most important client if he or she is a good referrer. How much is a referral worth to you? We will assume from the referral you write a $300,000 home loan with Westpac. We will also assume you are on a commission split of 80% / 80%. Upfront: 0.5% Trail: 0.15% $300,000 $300,000 x 0.5% x0.15% $1,500 $450 x80% x80% $1,200 upfront $360 each year How would you reward your referrer? 6

7 Suggestions for marketing to your database During our visits to various broker s offices, we came across a range of marketing initiatives. We have listed the best of those below. 1. Phone Personal contact with clients has proven to be by far the most effective method to build your business, through: Limiting runoff; Acquiring repeat business; and Acquiring referrals. Of the successful brokers we visited, we found they: Phoned every client at least once a year; Phoned large or important clients more often; and Phoned referrers more often. In addition, some brokers phone clients at either three or six months. This works as a follow up after loan settlement (new accounts, insurances, etc) and also as a start of their ongoing CRM. Calling program Have a calling program and stick to it. Be disciplined. Script what you are going to ask. Ensure you research your client before phoning. Cross sell: insurance, etc. Always ask for referrals. Have a script If you are phoning clients, have a prepared script to follow. This will help ensure you do not miss anything and prompt what questions to ask. The script may simply be in bullet point format; however, we suggest you do not come across as if you are reading from a list. Rehearse what you are going to say either out loud or in your mind. Be prepared: research Before you phone refresh your memory of the client. What was the last thing they talked about? What plans did they have? What are their hobbies? What was their last holiday? Your file notes may record what the client s future plans are, for example: intend to purchase an investment property, investing in managed funds, etc. Review the client s existing loan facilities to identify if current market products are better suited to their needs. 7

8 Cross sell Your research should determine what products and services your clients already have and what might be a cross sell opportunity for you. As well as your core products, remember you also offer insurances, personal loans, equipment finance, commercial loans and financial planning referrals. Journal entry In all instances make a journal entry of the discussion held and diarise any important dates or events. Who makes the calls? Ensure you have the right people doing the right job. For instance, you may want your PA to make some of the annual phone calls. If they are uncomfortable with this or are not a good people person, then it would be best not to make them do it. Also ensure they have the knowledge to answer questions the client may have. While it is preferable to have the broker make all the calls, in larger businesses this may not be practical. You should look to audit call quality from time to time. It is also a good idea to have someone listen in on your own calls occasionally to provide constructive criticism. Ask for referrals (Remember this? It never stops.) Always end by asking for referrals. Do you know anyone else who may be looking for finance? Who among your family or friends is likely to be looking for finance now or in the next 6 months? Use your own words and fit it into the conversation. However, whichever way you do it, you must ask. Clients need to be reminded to refer people to you. Never assume just because you did a good job and they like you, that they would think to refer a friend. 2. Anniversary of settlement letters / Annual review letters or s Send out an anniversary of settlement letter, or annual review letter, in the week before the due date. Prepositions your client for your phone call in the next few days. NB: If you send the letter, then you must make the call. Starts the client thinking about their finances before you call, which may make the call easier as the client is not taken unawares and may have come up with some questions to ask. 8

9 3. Targeted marketing letters and s Targeted marketing letters are more personal and specific. They can have direct results in contrast to a newsletter, which is designed to keep you top of mind with the client. Targeted marketing letters may be directed at: Insurances, etc. Advising of new product opportunities. Informing clients of new brokers/staff in your business. Advising clients of a change in your business details. Advising clients on any new direction you may be taking, e.g. if you are going to start sending out quarterly newsletters, etc. Do not send out blanket marketing letters. E.g. you would not send a marketing letter cross selling insurance to someone you sold insurance to previously. If you create your own marketing letter, you should to have it checked by Firstfolio s Marketing Manager to ensure it is compliant. 4. Newsletters Newsletters are a way of keeping yourself in front of mind with your clients, rather than expecting a direct result. Quarterly? Monthly? This would be your personal preference, keeping in mind cost, both in time and dollar terms. You also need to consider whether you will be able to consistently maintain the effort. ? Posted? Electronic ed newsletters are a cheap, cost effective method of communication; however still need to have impact. (NB: Clients need to be able to opt out of receiving your newsletter). Consider: bullet point headlines, hyperlinked to full story; interesting and relevant topics; something about you and your business. Paper based posted newsletters may be appreciated by some of your clients and accommodate those that do not have addresses. They can have the same stories / information as the electronic . For around $750 you can have 500 newsletters designed and printed (A4 double sided, full colour, folded ready to go in envelopes). You will need to provide the content and the newsletter will be created for you. You can then post them yourself or have a mailing house deliver them. Does it have a hook? Is there anything in your newsletter to make clients want to contact you? It could be a question; What percentage of loan repayments on an investment loan are paid by: The tenant? The tax department? The borrower? It could be an offer; Special offer for anyone who refers a friend in the next three months. Phone us to find out more. 9

10 Subscribed newsletters vs self generated Subscribed newsletters: Subscribed newsletters are those such as Finance Matters. The advantage of these is that all the hard work is done for you. You provide a database and you have the option of including a letter or short article of your own. The disadvantage is you are stuck with the format and the stories they want to run. It cannot be personalised (apart from your short article) and you cannot run the stories you may want to run. From a budget perspective they may cost more than self generated. However, there is little effort involved. Self generated newsletters are those you produce yourself. You may import stories to make the task easier. The disadvantage of self generated is you have to do all the work in putting the content together. There are publishing houses and posting houses to handle publishing and posting, however there is still a fair amount of input required by you each quarter and every quarter (or monthly if you issue monthly). The big advantage is this newsletter is yours. No one else is sending the same letter. You can personalise it to suit your business. The stories and articles are those you want to send to the client. It is up to you as to how much time and effort you are prepared to put in as to which method you chose to use. Appendix B is a cost comparison between the different types of newsletter (self generated vs subscribed, and electronic vs posted. If you do not have the time or the skill to do your own newsletter, then outsource it. It is much more effective to buy something that works or pay someone to write messages than doing an ordinary job yourself. Tip: You want your clients to open and read your newsletter, so consider sending out an a couple of days before along the lines: Hi Doug, You might find the article from the RBA which we have in our newsletter particularly interesting. The newsletter will be out in the next few days. 10

11 5. Product expiration An important time to be contacting your client. If you don t, you run the risk of your client going somewhere else. Call three months prior to expiry. You need to start the process early. Another touch point and another opportunity for personal contact. Depending on whether they have other products and when the annual phone call is due, this may take the place of the annual call and reset the call program for this client. E.g. Product expiration date is in June, so you phone in March. The annual phone call was set for April. You would not phone again in April. (Make sure the annual review letter does not go out). If this does replace the annual review phone call, you need to go through the same routine as with the annual call. 6. Christmas / Birthday / Australia Day cards These are another form of contact with your clients and puts your name in front them a couple of times a year. (You would not do both Christmas and Australia Day.) If you know your client well and have been in regular contact with them during the year, e.g. quarterly newsletters and annual phone call, etc., then a Christmas card would not appear odd. If the client has not heard from you for the last three years and all of a sudden receives a Christmas card it may be received differently. We recommend you start your newsletter / phone call campaign first, and then send cards once the client is more familiar with you. 7. SMS SMS is a method of communication to send short messages to your clients. It again keeps you in front of mind. Messages may be sent from your computer using your database. You may decide to send some messages to all of your clients, or at other times it may be to specific groups of clients. The type of message may be: news alerts, interest rate changes, etc. You could send Happy Birthday to important and well known clients. Refer Appendix C for details of possible SMS providers. 8. WOW Factor Talk in terms of the other persons interests. Find out your clients passion and do something special. Magshops.com.au order a magazine subscription. It could be their passion is computers; motor cars; gardening. Send a magazine subscription. It s relatively inexpensive, anything from $45 to $90 for 12 months (Bourke s Backyard is $45 for 12 issues free delivery). The magazines are sent direct to the client with compliments of..(broker).. in the address or you may have the mag in their name, but delivered to your address so you could put a card or short letter with it and send on. Think of other WOW Factor ideas. 11

12 9. Property Reports If you know someone is thinking about property, either investor, up-grader or first home buyer, you could consider sending them property reports on a particular property, suburb or area. A special service they would not be expecting and would make you stand out from the crowd. Residex Market Facts is built into FLeaTS and reports can be run and ed from there. 10. Home Buyers Guide You could also produce a Home Buyer Guide or EBook to send to potential clients. The Guide / EBook would include everything a client may need to know and could include: a report on the area (free from CBA website), loan set up costs, stamp duty costs, estimate of solicitors costs, loan repayment chart, etc. Alternately you could direct them to your website to gain information. 11. Special Offers Start a Friends of program. Ask your business clients to provide a business card sized advertisement. Once a year publish a promotion sheet and send out with one of your mail outs. 12. Visit Personal contact as mentioned under Phone (above) has been found to be the most effective method of marketing to your database. Whenever possible you should consider visiting your clients. This may be particularly pertinent to clients who own a business. If you are in the area, drop in for a chat. Buy them a coffee. Arrange a review visit. Make it worthwhile. Talk about what is happening in the industry as well as about the client s loan. Have the same agenda as per phone calls, e.g. do your research, know what you are going to ask and end by asking for referrals. 13. Function Especially for the referrers in your business. Consider holding a small casual function. A small cocktail party or BBQ A movie night. 12

13 14. Events Consider taking your top clients and / or your top referring clients to events such as sporting finals, the theatre, etc. Again it is that personal contact coming into play. You are looking at bonding with the client so you are always the first one they think of when anyone talks about finance. This is not the time to go into a cross sell spiel or to ask for referrals. 15. Corporate gifts Corporate gifts are a way of keeping your company / logo in the client s mind. Consider having corporate gifts made up to go in your gift hamper. Wine glasses, coffee mugs, key rings, mouse pads, etc. Needs to be tasteful. Consider how and when they will be used. If you want to keep your business in front of your client there is no point in giving them a corporate gift they will never or rarely use or see. 16. Website Having a website helps project a professional, corporate image. If one of your clients refers someone to you, the new person may use the website to do some research on you before calling. Items which should be on the website as a minimum are: Information about the business. When it was started, background on the principal persons in the business. Products and services offered. Calculators for the client / prospect to play with. Application form. Map: where to find you. Stories and information on what is happening in the industry. (Could be taken from your newsletter.) Testimonials. Some people like testimonials. If you are using testimonials, make the statement: Testimonials have been published with the client s permission. The original testimonial may be viewed at our office if desired. A quiz. Consider running a quiz on your website on industry related issues. It may be a serious or a fun quiz. Have a prize for say the first five correct answers. You could use your newsletter to inform clients of the quiz. The main aim is to have clients keep you in front of mind. If you can get them to visit your website, the next time they may be thinking about a loan they will be more inclined to go to your website for information, then automatically go to you for the finance. 13

14 17. Special occasion cards Depending on how well you know the client, you could use special occasion cards as appropriate during the year. Birth of a child. Special events (they may have won an award, etc). You can also use special occasion cards: As a thank you card for something they did for you, perhaps they invited you to an event or seminar. To thank anyone who helps you or gives you information to help grow your business. 18. Moving cards While not really CRM, it is not really marketing either as you can only do it once, at the time of moving. However, they are a very clever idea. A moving card is a postcard you have printed for your clients to post to their family and friends advising of their new address. They can be printed on thin card on your own printer. Give the client 10 postcards with postage stamps attached. Include your logo and contact details on the postcard. These are simply cards you can design and print on your own printer. Print on card, not paper. Refer Appendix D for an example. Apart from the postage ($5 for 10 stamps) the only cost is the price of the card and ink for your printer. It is a good service for your client and something which differentiates you. Also, it puts your name in front of other people. 19. Christmas hamper Consider sending Christmas hampers to your top clients and referrers. Include a tasteful corporate gift and a Christmas card. Personally deliver if possible. What marketing materials have you received that influenced you to act positively? Never be afraid to copy a good idea. 14

15 Your CRM target list might look something like this: Activity: Clients Prospects Referrers Newsletter x x x Birthday card x x Birthday call x x Competitions x x x Anniversary call x Friends of x x x Property reports x x x Interest rate updates x x x 15

16 Ways to differentiate yourself The key to a good marketing program is to be remembered. However you do not want to be seen as odd or quirky. (The perfect example of being remembered is the Commonwealth Bank Which Bank? campaign.) Try to find innovative ways to communicate with your clients: Company slogan. Different postage delivery methods: colour, size, post pack. Uniforms Technology is your friend use it. E.g. , SMS, phone, website. Method of delivery: Consider the following delivery methods and write down what message you would deliver using each method. Have a clear understanding of what you are trying to achieve, for example, you would not use SMS to send out a quarterly newsletter. Method of delivery Message Newsletter SMS Letter/s Phone calls Website Personal visit Gifts 16

17 Why is an effective CRM Program important? Research has revealed some interesting information on why clients leave and why some CRM Programs fail. Why do your clients leave? 3% move away 6% development other relationships 23% become dissatisfied 68% leave due to not feeling valued A large percentage of CRM s fail because: They are not relevant or interesting Too complicated to keep up Not resourced properly Never even started To overcome these you need to have an active, efficient and effective CRM Program to look after your existing clients and to grow your business through repeat business and word of mouth referrals. Tips to improve the success of your CRM campaign Examine your content Work on 2 or 3 ideas only Make sure you have a budget and time frames Start Now!!!! The goal of your CRM is to build a sincere relationship with you clients. You want to make your clients feel extra special; Reward / Congratulate / Celebrate Reward the action Congratulate clients on settlement Celebrate birthdays or special occasions 17

18 If you could control what your clients said, what would you have them say about you? We all want clients to refer new prospects to us. With that in mind, what would you like your clients to be saying about you to their family and friends? Write in the space below what you would like people to be saying about you: Once you have worked out what you would like clients saying about you, you then need to ensure you work to meet that expectation each and every time. 18

19 Action Plan Decide on your CRM strategy staff buy in Work out what you want to do and advise your team what you are doing and why. It is important to have everyone in your business buy into the process and be committed to it s success. Your team may also have ideas which worth considering. Do not try to do too much all at once Do not make it too hard or too complicated. It is best to do one or two things well, than to do everything badly. Start small and adjust your plan as you go. Ideally you want something that fits your budget, is simple to use, doesn t take up too much time to manage and update and can remind you of the tasks you have set for yourself. Determine your budget Look at how much you are prepared to spend and determine what will give you the best return. If you spend money to make money it is a good investment. If you spend money and get no return then it is not a good investment. However, remember it may be a long term plan. If you take someone to coffee today, it may be three years before they are ready to do another home loan. Put a plan in place Determine what you are going to go, who is going to do it and when it will be done. Once you put an action plan in place you need to follow through and ensure it is done. Phone calls If you are phoning each client once a year, that may mean two or more calls per day. You may miss the odd day; however, if you keep putting off all the calls until the last day of the week, then all of a sudden you have 10 + calls to make. If you do not then get through these calls, and invariably you won t, it has a snowballing effect. Annual review / marketing letters Write template marketing letters or review letters in advance. Firstfolio will have template marketing and review letters on our website you could use or amend. Any amendments must be run by Firstfolio s Marketing Manager. Measure results Whatever you decide to do you need to measure the results. This can be done by simply asking clients what value they see in the newsletters, etc. You will be able to determine the value of the phone calls by the reception you are given, and if you write more business from it. You need to ask new clients how they heard about you. 19

20 However, you need to keep in mind that new business will not necessarily flow straight away. You are trying to stay in front of mind for your clients and that may mean they come back to you for a new loan in 2, 3 or 5 years time. Maintain a database including every loan you write as to where that loan came from. If from an existing client, what prompted them to use you again? If a new client, how did they hear about you? If the new business is the direct result of a phone call, visit or marketing letter, record that. Over time you should be able to see what is working best for you. It may be a number of things. If you do not measure the results you could be spending thousands of dollars and many hours work unnecessarily. 20

21 Section 14 - When to start? NOW. Do not wait until you have written every template letter you may ever need. Do not wait: until after Christmas / until everyone is back from January holidays / until after the February and March busy period / until after the busy June end of year period, etc. Do not procrastinate. Start now. You do need a plan, so plan now and start now. Do not make it too complicated. Do not stop when you are busy. This is a long term never ending plan for never ending results. Conclusion The worst thing you can do is not communicate with your clients. It is best to err on the side of over communicating. When was the last time one of your clients or referrers told you they heard from you too often? If you are sending a quarterly newsletter ( or posted) and the annual review letter, followed the annual phone call, it would mean your client is hearing from you six times per year. This would not be considered intrusive and in any event the client can opt out of the newsletter if they wish. In addition to the above, you may decide to call some clients / referrers quarterly or half yearly, send birthday and Christmas cards, invite them to an event, SMS Reserve Bank announcements, send them a specific marketing letter, buy them coffee or drop in to see them. You know your clients best and you decide which level of contact is most appropriate to that particular client. The important thing is you need to communicate with ALL of your clients. 21

22 Certificate of Completion Module 18: Client Relationship Management (CRM). I certify I have completed Module 18: Client relationship Management (CRM). I have a good understanding of what is required and of my responsibilities. Mentee s name. Signed Date././. I certify the module on Client relationship Management (CRM) has been successfully completed. Mentor s name.. Signed Date..././. 22

23 Appendices Appendix A: Gifts Gift basket Anything from around $35 upwards. There are a number of businesses that will make up baskets to your order. Try to include some corporate gift items to keep you in mind. Always include a few business cards. The gift basket operators will keep a supply of your items / cards on hand if you do regular business with them. If possible, have the basket deliver to a work place, preferably the female s. Either deliver yourself or have delivered. For single clients, consider a different style of gift basket, such as: Women s gift pack. Men s gift pack. Cleaning service Pay for a cleaning service. When people move, either cleaning the place they are leaving or the place they are moving into is a chore. If you pay for a cleaning service, the clients will love you for it. Dinner service You can arrange for a chef to cook dinner at home for your clients and a couple of friends. Particularly nice if they have small children and cannot get out often. Not only will they remember you, the guests will as well. Bunning s Gift Card or Myer Gift Card There is always something needed when you move to a new house. Gold Class Movie tickets A couple of Gold Class Movie Tickets for a night out. The type of gift is only limited by your imagination. 23

24 Appendix B: Newsletter cost comparison Finance matters Your Client Matters Focused Business Solutions Level 1, 551 Kingsway Miranda NSW 2228 T: E: Hard copy/ E newsletter or combination Powerport / MFAA electronic Electronic newsletter sent quarterly. You write the opening article. Cost $699 per year including GS. No set up costs. You must be an MFAA member. 24

25 Appendix C SMS Possible options for SMS providers: Message Media (refer pages 26 and 27) SMS messages sent from database on your computer. Set up cost $49-. Min $10 per month (63 messages). Cost per message 0.16c. Cost may be cheaper if usage is higher. Red Oxygen (refer page 28) Costs vary depending on usage. 25

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28 Appendix D Moving card 28