Sherie Griffiths

December 1, 2011

‘The Doctor will see you now’

This afternoon’s Enterprise Gateway is given over to the pilot episode of a new monthly series – The Brand Doctor, with Ivan Newman of Living Inside the Brand. The idea came out of the blue, in the middle of Ivan’s first appearance on the programme, to talk about the essentials of branding, as set out in his book, ‘Put Brand at the Heart of Your Business and Watch it Grow’.

Once a month, he’ll sit down with a business person to give them a constructive critique of their branding – from their website to their mission, vision, values and personality.

The first patient is – well, it’s me – or rather, my new brand, Speak For Yourself. I never like to ask anyone else to do something that might be the least bit challenging, unless I’m prepared to do it myself first – so here goes!

Catch the show live at 3PM, on 97.8 FM in Basildon and East Thurrock, or anywhere at http://www.gateway978.com. The programme ill also be available for download in the not too distant future – I’ll give you the link as soon as I have it.

Just keeping my fingers crossed that the Doc doesn’t find anything too horrendous in the course of his examination – and that the prescription isn’t too hard to swallow…

November 22, 2011

Better the devil you know? – how do you feel about change?

We humans are creatures of habit. Like it or not, as a rule, we aren’t mad keen on major change. In business, of course, we have to embrace it – because if we don’t evolve, we’re dead. Entrepreneurs are a weird subspecies of the human race – and I count myself as one of them. Among our number are those who buck the trend completely. They constantly change what they do or how they do it, just for the hell of it. Take Rupert Murdoch for instance (what was that…? ‘Yes, please – take him!’???! Yes, well, that’s another topic, for another blog…). I once heard from someone who used to work for him that he would implement an idea on Monday – and by Thursday it would have been replaced by something else – just because he could; but for most of us – even if we’re mad enough to go into business for ourselves –while we might see some kinds of change as opportunities, others aren’t so welcome.

I’ve been thinking a lot about this recently because I’ve made major changes, at work and outside. On the work front, there was the rebrand a few weeks ago – the best thing I ever did, incidentally, but quite a scary prospect beforehand.

Personally, I’ve just changed what I drive. No, I’m not talking about swapping a Ford for a Mercedes. I’ve just decided that after twenty-five years of driving Labradors (guide dogs), it’s time to switch to a long cane. What’s the difference? Well, it’s like driving an automatic for years, then suddenly moving to a manual gear box. When you drive an automatic, you still have to know where you’re going and pay attention to what you’re doing and to other road-users etc (as you do with a dog), but there are things you don’t have to worry about. Behind the wheel of a manual car – and behind a long cane – you’re responsible for absolutely everything! Right now I feel I should have L-plates – but this time, I’ll make it work. I’ve tried before and given up – because I didn’t have the motivation to make it work with a cane. This time, for reasons I won’t bore you with, I really want and need to make it happen – so I will.

Coming back to business, I’ve just started reading ‘Fusion: the new way of marketing’ by David Miles and David Taylor. The book is, in a very small nutshell, all about how, whether we like it or not (and those of us over a certain age may like it slightly less than our younger counterparts), our websites must now be at the heart of our marketing and social media has to be a main artery through the body of that marketing.

Last Thursday, at the CEWE conference, organized by the University of East London, I met members of the next generation of entrepreneurs, including two new graduates whose dissertations were business plans. We’re now following each other on Twitter. For them, the need to use Twitter, Facebook etc to promote their new business is as obvious as it was to my generation that we needed a website, or to the previous that they needed to produce leaflets.

Plenty of us who are a little older are getting into social media, of course – it hasn’t been the preserve of teens and techies for some time – but we need to get to grips with using it intelligently, strategically. Without giving too much away, if you’re around my age, you have at least twenty years of working life to go – so, like me, you’re way too young to get left behind.

On that note, I’m off to tweet about this post – and put it on Linkedin … and Facebook … and the website … and …….

November 1, 2011

Do your clothes still fit?

No, I’m not getting personal.  I don’t want to know about the size of your girth – I’m talking about your business’s clothes.

On 1st august, I wrote a blog called: ‘My baby eats cash and poohs paper’, about the similarities I could see between bringing up a child and growing a business. One of those similarities is they both grow out of their clothes.

The last time mine got a whole new wardrobe was when it came into the world, in 2008 – until yesterday.

I’ve been quite personally attached to the name, ‘Savvy Business’, ever since it came to me in a flash of inspiration, in the shower, in 2008; but a few months ago, I realised we’d outgrown it. When we started, it worked with all the podcast series we were doing: – ‘Law Savvy’, ‘US Savvy’, ‘People Savvy’ – you name it, it fitted.

Since then, though, our horizons have broadened. Podcasting is still a very important part of what the business does (teaching people to do it themselves, or doing it for them), but there’s so much more to it now.

The fact is that the company which started out as a business network making podcasts has evolved into an organization specialising in helping people to talk business in the 21st century – live presentation, doing business on the phone and using on and offline media –that includes podcasting, of course, as well as traditional radio.

So the time had come to kit the company out with a new outfit – a new logo, a new website – and (scariest of all!), a new name.

It’s a big decision, to move away from a name everyone’s familiar with. It’s backfired on certain large organizations (remember the Post Office’s attempt to rebrand?)

I’ve taken the pragmatic approach though – far better to take my growing business out in clothes that fit and that reflect ‘who’ it is and where it’s heading, than to go on squeezing it into what it wore as a newborn, just because ‘it’s familiar’.

So, as of yesterday, the trading face of Savvy Business Communications Ltd is Speak For Yourself. The new name, and the new logo and website that go with it, are much more suitable to its personality now – and there’s plenty of room for growth!

Have you ever gone through a major rebrand? What prompted it? – and how did it go? Or perhaps you’ve thought about it and shied away from the idea, in case you lose the mindshare you’ve spent years building up within your market? Either way, I’d love to hear from you. Drop me a line – at my nice shiny new email address!

A lot of what I’ve been doing over the last couple of months has revolved around branding – mine and other people’s – of which, more next time.

October 25, 2011

How strong is the heart of your business?

On last Thursday’s radio show, my guest was Ivan Newman, founder and Managing Director of Brand Excellence consultancy Living Inside The Brand and the author of ‘Put Brand at the Heart of Your Business and Watch it Grow’. He was in to talk about the five essentials of branding.

We’ve worked together before. We made a series of audio-visual podcasts on various aspects of customer service. In each of those, Ivan illustrated his points with anecdotes – so it came as no surprise to me when he did something similar on the radio.

All the examples in the podcasts had been real, but just before we went on air on Thursday, he came up with the idea for a fictional business, which we could brand on the spot. Gateway Oven-cleaners was a simple model – their operatives would come into your home, clean your oven, and leave. ‘So what’s to brand?’ I hear you ask! Yes, well, I was asking the same question. The answer is: more than you imagine.

The five essentials which Ivan set out were: ‘Vision, Mission, values, promise and personality’. He then proceeded to look at each one in turn, in relation to our instantly created oven-cleaning company

By the end of the show, we had a team of uniformed cleaners (I did point out they couldn’t keep their uniforms spick and span if they were going from one oven to the next –but naturally, Ivan had the answer: ‘overalls’!). Their vision was to leave the customer with restored pride in their newly shined ovens; their mission was to save the customer time and grime; their values included safety – of the products and the people (I’d never have thought of oven-cleaners being CRB checked, but obviously for any vulnerable customers that would be very reassuring); their promise was to achieve it all quickly and efficiently; and their personality?

Now, I thought that was all about how friendly they were etc. That was part of it – but there was more to it than that. Our oven-cleaners were ‘defenders’, Ivan decided – defending us against encroaching dirt – hence the uniforms.

Speaking as someone whose oven keeps giving her reproachful looks every time I open the door – and who keeps looking away – because I HATE cleaning the oven! – I wish someone would take Ivan’s ideas and run with them. I NEED that company!

If you missed the show but want to know more about branding your own business, Ivan is going to be back on the radio very soon, with a new monthly series: ‘The Brand Doctor’. We’re running a pilot edition in December (I’ve volunteered to take the first spoonful of medicine!)  We’ll be looking at my own new brand, which launches this Monday, 31st October. we’ve already got a booking for the January show – but after that, it’s all yours. I’m acting as Doctor’s receptionist (but I promise not to be fierce!), so if you want a consultation, just let me know and I’ll book you an appointment.

This week’s programme is another change of direction (one thing I love about the Enterprise Gateway is the variety). I’m talking ‘amazing support’ – no, I haven’t got Gok Wan on the show – yet! – and there’s no LYCRA involved … So what am I on about? Well, you’ll have to listen on Thursday afternoon, won’t you? 3PM on Gateway 97.8 FM in Basildon and East Thurrock, or at gateway978.com everywhere else.

August 10, 2011

The Only Way is Bikinis – yes, really!

After a great show last week, talking natural nails, spray tans and inspiration with Loretta Fletcher of Bella Voi, I’m finishing off the preparation for another episode of ‘The Only Way is Enterprise’. This time, it’s all about what some of us (who are brave enough!) might wear to show off the results of a visit to Loretta.

Tomorrow’s show is with Karen Wilton of The Only Way is Bikinis. Karen, who by day organises conferences and other events for the University of East London’s Centre for Excellence for Women in Enterprise (CEWE), works into the wee small hours, with her daughter, creating or customizing bikinis to out-glitz and out-glam anything the girls on ‘The Only Way is Essex’ have been seen in!

I said ‘creating or customizing’ because not only do the ladies make amazing thongs – sorry – I meant amazing things! – from scratch, they also take a customer’s own bikini and give it a make-over – and their ‘flowers don’t flop!’

If you want to know why that’s so important – and why I think it should be their marketing strapline – listen at 3PM tomorrow, on 97.8 FM if you’re in the Basildon and East Thurrock area, or online if you’re not.

If you know a business which has benefitted from the TV show ‘The Only Way is Essex’, let me know. This is looking to be a fun series of interviews and I’d love to do more.

August 1, 2011

My baby eats cash and poohs paper!

If that sums up your life right now – congratulations! You’re the proud parent of a bouncing baby… business…?

There was a time when I thought that having a family and setting up and running a business were complete opposites. I’ve since realised how wrong I was. They have more in common than I would ever have thought. Here are fifteen examples – to be going on with…

1 – Conception – be it the beginning of a business concept or of a new human life, it might be something you’ve been trying for for ages, or it can happen out of the blue; it can be a wonderful moment, or a non-event; but even if it’s the last thing on your mind and indistinguishable at the time from plenty of similar moments, one thing is sure – you’ll realise the significance of this one before too long!

2 – Pregnancy – the period between ‘conception’ and ‘birth’, when the seed of the original idea is blossoming into a fully fledged concept, you can find yourself on a rollercoaster ride. Sometimes you’re excited and can’t wait for the ‘birth’ – and sometimes you wonder ‘who’s damn fool idea was this?!‘

3 – The birth – bearing a baby business is considerably less physically painful than delivering a baby human (for us girls anyway!) – but it can hurt like hell in other ways, including financially – and the bad news for you boys is, if it’s your business, you can’t get your partner to go through the agony for you! The most they can do is hold your hand and mop your fevered brow. For a woman, the big advantage of making a business with your partner, as against making a little person, is that you both really do go through the birth together – on equal terms.

Once it’s here, your brand new business is likely to take over your life. Before it was born, you might have made bold statements about how it was going to have to fit in with you, not the other way around – but, trust me, as young as it is, it has other ideas…

For it to thrive, it needs:

4 – Investment – even before it’s born, there are expenses. You can keep them to a minimum – but if cash is really tight, you’d better start calling in favours and blagging freebies!

5 – Food – and guess what? It’s a fussy little bugger – it will only eat money. Obviously, you can’t pick that up in the Sainsburys baby aisle – even Waitrose don’t sell it! No, the only source of this particular baby food is sales and marketing.

6 – To be kept clean – you have to stay on top of the admin – and the more the baby eats, the more it, er, generates. Neglect it and you end up with one hell of a nappy to change! The good news is that there are options which allow you to outsource the whole nappy thing – from changing to disposal. You can do the same thing with human babies, of course. It’s called ‘employing a nanny’ – and it’s expensive! The commercial equivalent is a lot more affordable.

7 – Clothes – if this child is going to be seen in public, it must be properly dressed. The branding has to be right – but be warned: just like a human baby, a business grows out of its clothes. It doesn’t happen as fast – which is just as well, because a new logo generally costs several times more than a new pair of kids’ shoes. – but just bear in mind that what fits your newborn probably won’t work for your toddler – and may well look ridiculous on your adolescent.

8 – Discipline – like any child, it needs boundaries – so firm, consistent management is a must.

9 – Nurturing – at the beginning, a young business needs a lot of input to develop it. Physical growth – increased turnover, comfortable profits and healthy cash flow – are all fantastic signs – like the steady weight gain of a new baby; but there’s more to growth than getting bigger. There’s also getting stronger, bolder, wiser and sharper – and all that takes good strategic development. That doesn’t stop as the business grows up – it just changes – like the transition from teaching your baby shapes and colours, to helping your pre-teen son or daughter with their unintelligible maths homework!

10 – Other people – it’s possible to be a single parent of a business, but it’s hard work going it alone. It’s much easier to have someone to share the highs and lows and help make the big decisions. If you do decide to fly solo, you will need a strong support network. Friends and family are great, but best of all are other people in a similar position – especially if their ’kids’ are a bit older than yours and they’ve already met and overcome some of the challenges you’re likely to have to deal with. Also, if you try to bring up your business in splendid isolation, it’ll end up detached from the real world and unable to function in it. Yes, really – social interaction is as important for a commercial child as it is for the human equivalent!

11 – Guidance – especially as your infant gets bigger and more adventurous, you need to be several steps ahead – with eyes in some unusual parts of your anatomy! – to stop it getting into trouble, and to help it discover what it‘s capable of – so some planning is essential. That said, try not to fall into the pushy or over-protective parent trap, of wanting to plan out your child’s life down to the last detail. Be prepared for the fact that, whatever expectations you may have when it arrives, it might well confound them and grow up to be something completely different. Like any new parent, you’ll probably want to maintain absolute control, to protect it from the big, bad world for as long as possible; but we all have to go out into that world at some point – and just as relatives, friends, the neighbourhood you live in, schools and so on help to shape a growing child, , , outside influences like changing consumer behaviour, new technology, and changes in the economic climate will have an impact on what your growing business becomes. As long as it grows up to fullfill its potential – whatever that potential may be – that’s all that really matters.

12 – Tolerance – mistakes will happen. To begin with, the buck starts and stops with you. Later, as your business takes on more of a life of its own, there are likely to be other people in the equation, such as staff. Although the ultimate responsibility is still yours I’m afraid! What matters is that everyone knows that mistakes have consequences – and that they’re turned into a learning experience for all concerned.

13 – Realism – when your baby wakes you up in the middle of the night demanding to be fed (if you don’t get those nights when you’re wrestling with where to find more customers, how to pay a bill etc, I’d love to know your secret!), you might think: ‘Never mind. In a few years, all this will be different’. Don’t kid yourself! When a baby grows into a toddler, the toddler grows into a schoolchild, the schoolchild becomes a teenager – and even when that teenager becomes a young adult – it doesn’t challenge its parents less – the challenges just change. It’s no different when you’re bringing up a business.

14 – Time – if you can’t be there in person, you need to make sure that someone else is and that they’re capable of putting the time in – because without that, nothing else can happen. The downside of having someone else look after your child for long periods is, of course, that whilst your name is on the birth certificate and your offspring shares your DNA, because it was born of your original idea and you worked to establish it, the closest longterm bond will be with the primary carer. They will become the face of the business – and the one who will really be due the lion’s share of the credit for its success.

15 – Love – if you don’t love what you do, or what you’re thinking of doing, with a passion, don’t do it – because you won’t give it all the other things I’ve talked about, with the consistency and in the quantities it needs to survive and thrive. It needs you to be there when it needs you, and not just when you want to. It will demand sacrifices from you – in my own experience, nothing prepared me for how much it would ask of me!

So why do it? Because next to bringing another human being into the world and raising them to make a real contribution, raising your own business is one of the most rewarding things you can do.

Also, unlike a flesh and blood child, it‘ll never ask to borrow the car – and if you play your cards right and put the work in, it will eventually keep you in the style to which you‘d like to become accustomed!

Like human children, you can of course have more than one – but if you’re tempted to ’bring them up together’, be careful. It’s a great idea in theory – and extremely tough going in practice.

Speaking of which – sorry! Got to run now – my pre-schooler is asking questions and the baby is screaming to be fed!

July 28, 2011

enter ‘Thurrock’s Den’ if you dare – or get out of the Rat Race with a ‘Betty’???

On this afternoon’s programme, I’m talking about:

Last week’s show, with Caroline Thomas of Sales Scene and Louise Innes of Dotty Hippo Design – their ‘Thurrock’s Den’ competition is still open!;
Marketing for Startup Britain’ – the five-day conference which ran at venues across London, from 4th to 8th July; and
I’ve got interviews with two of the people I met at the conference –
Pete Owen of mobile bike  shop, Rat Race Cycles, and
Fiona Dallimore of Up Urs Betty. 

Catch the programme at 3:00 on 97.8 FM if you’re in the Basildon & East Thurrock area, or at gateway978.com, from anywhere else in the world.

If you’ve got any feedback or ideas for the show, get in touch.

February 1, 2011

Talk to your market but not through a sock!

I’m always telling clients to: ‘Talk to your market, not at it’ – but it’s no good talking to your market, or anyone else for that matter, through a sock!

I recently ran across a podcast by a very substantial international law firm (no, I’d better not name them here – but get in touch and I’ll dish the dirt!). The subject-matter looked really interesting – lawyers and social media (well, it’s interesting to me as an ex-lawyer, now involved in business audio, which ties in very closely with social media). So I downloaded it.

It started really well – a good, strong piece of opening music, then… as soon as someone started talking, it went straight downhill – in fact, the ‘hill’ in this case was a perpendicular cliff-face!

Chris Tarrant, when he was doing the Capital FM breakfast show, used to say that anyone on a dodgy phone-line sounded as though they were ‘talking through a sock’.

This particular podcast, recorded over a trans-Atlantic phone-line, sounded as though it was being muffled by an entire sock drawer! As if that weren’t bad enough, it was full of echo, digital wobble and bad editing – all of which made it ultimately unlistenable.

It was a great idea, in theory. Unfortunately, the producers shot themselves in both feet. What a waste of an opportunity!

I’m putting together a new FAQ page for the website at the moment. One very common question is:
‘What’s the difference in quality if I make my own audio in-house – without outside help?’

Well, there’s one fairly extreme example for you. I’ll see if I can pull out a clip (which doesn’t identify the people involved) and upload it here, just to give you a taster of how truly awful this thing was! ‘OOPS!’ doesn’t even begin to describe it!

July 1, 2009

Business Matters Summer 2009 – Retaining Existing Business

From: Branston Adams 

Chartered Certified Accountants & Savvy Panellists

Suite 2, Victoria House, South Street, Farnham, Surrey. GU9 7QU

Tel: +44 (0) 1252 728 598 Fax: +44 (0) 1252 728 652

Email: paul@taxaccountancy.com

http://www.branstonadams.co.uk

 

Tomorrow: “Should You Increase Your National Insurance Contributions?”

 

You can download the newsletter in full by visiting

http://www.branstonadams.co.uk/newsletters.htm

 

Introduction

 

Maintaining your existing customer-base is invariably less costly than generating new business. Consider the following low-risk strategies.

 

Responding to current trends

 

Researching current trends in the market and observing how your customers and competitors are responding will allow you to adjust your products or services accordingly, and to compile

a clear and consistent marketing message which demonstrates how you can meet the changing needs of customers.

 

Increasing cross-selling and upselling

 

Cross-selling and upselling to existing customers are cost-effective ways of increasing revenue. Make sure your customers are aware of the other products and services

you can provide and offer them incentives to increase the volume and range of their existing orders.

 

Rewarding loyalty

 

Offering a loyalty scheme for long-standing and valued customers can show your appreciation and help to secure future business. Consider including loyalty vouchers to encourage your customers to try your other products or services; these can be a preferable alternative to cutting prices and will not devalue your business.

 

Keeping in regular contact

 

It is important to keep the lines of communication open. You might send a regular newsletter to your top customers, offering useful information and advice while

promoting your services. Contact customers by telephone to discuss how you can help them further, and if appropriate offer to arrange a meeting.

 

Generating new leads

 

As well as working to maintain existing customers, businesses must also continue to target prospects. By instigating some low-cost marketing strategies, you could even turn the situation to your advantage by gaining market share from your competitors.

 

Encouraging referrals and recommendations

 

Setting up a cross-referral system with your suppliers, an other businesses that complement yours, is an effective way of generating mutually beneficial leads. You can

also use incentives to encourage existing customers to recommend your business.

 

Networking

 

Attending conferences, networking events, trade shows or lunches can generate significant new business opportunities. You can improve your success rate by researching the details

of the events beforehand and selecting those which are most likely to generate useful contacts.

 

Your business website

 

A well-designed and up-to-date company website provides both prospects and customers with 24-hour access to your products and services, and can be an

effective and low-cost way of generating sales. Make it easy for visitors to find information and place orders, and include your website address on all correspondence.

 

Electronic marketing

 

Sending a monthly email update containing news, information and useful tips is another cost-effective way of keeping in regular contact with both customers and prospects, and

reminding them of how you can be of assistance.

 

Marketing your business in a downturn

 

During times of economic difficulty, the marketing budget is often one of the first casualties.  However, in a recession it is more important than ever to promote awareness of your

business, protect your existing customer base and to be well-positioned when the economy picks up.  In an economic downturn, it is essential to find ways of securing new and repeat business.  With careful planning you could even improve your business’s prospects in the long-term.

 

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