Archive for the ‘General’ Category

Phenomenal Customer Service

by admin on Tuesday, February 3rd, 2009

No doubt most businesses would say that they strive to provide excellent customer service but in reality, as customers, we know better.

In fact, a lot of what passes as customer service is downright poor and serves more to creating barriers between businesses and their customers than actually engaging with them. Even where customer service is satisfactory, it’s often nothing to write home about.

As with so many thing in business in general and marketing in particular, you need to be outstanding to get noticed. Good service is no longer good enough - you need to deliver phenomenal service to get the word-of-mouth buzz going.

So what makes phenomenal customer service?

Phenomenal customer service starts with exceeding customer expectations. To simply meet expectations, you need to provide a good product or service and do so in a friendly, hospitable, open and honest fashion. By and large, customers are willing to forgive mistakes or problems so long as you treat those customers with respect when problems do arise.

Phenomenal customer service is therefore about one, or two, or ten steps beyond what would be considered reasonable or good service. It might not immediately sound like an exercise in marketing but in providing remarkable and memorable service you start to create advocates.

Advocates are people who are happy to do whatever they can to support you and your business – they’ll use you more often, they’ll ‘recruit’ friends and family to your cause and they’ll speak more convincingly about your business than any advertisement or press release ever can.

Planning for Phenomenal Customer Service

Start with a blank sheet for your planned business. Make a list of all the contact points - occasions where customers come into contact with your business.

From that list, identify what would be acceptable service in each situation. Now, go one step further, what would be exceptional and what would make you tell someone else about your experience?

That’s your benchmark.

Are You Creative?

by admin on Friday, January 30th, 2009

Innovation and entrepreneurship - especially in the world of technology and Internet startups - are often looked on as ‘creative’ disciplines requiring a creative mind.

Certainly coming up with fresh business ideas - including ideas for growing or marketing your business - is part of what it means to be an entrepreneur.

However, many businesses and business owners get so hung up trying to be creative and imaginative that they forget to look after the simple things that are proven to work.

So how do you strike the right balance between solid basics and creative flair

  1. Don’t reinvent the wheel.
  2. Don’t be afraid to be different and pursue good ideas.
  3. Think twice before throwing out a “bad” idea.
  4. Find your inspiration.
  5. Focus on the message.

Even if you don’t feel that you are particularly creative or that your businesses is in particularly a creative industry, a little imagination and creative ‘desire’ can help differentiate you from the rest. Just make sure to balance that with a focus on the basics.

If your goal is to maximise your return on investment, creativity should serve the business - not the other way around.

In our new post we’ll look at those five points in more detail …

Starting a Business: Five Things to Do Over Christmas

by admin on Wednesday, December 24th, 2008

Christmas is a time to relax with your family and friends, eat too much food and indulge in a little too much alcohol.

Unless, that is, you are an aspiring entrepreneur.

In that case, Christmas is the perfect time to do some research and planning for your new business. Not only is 2009 just around the corner but, if you’re currently working for someone else, these few weeks are probably one of the few occasions when you can spend a day or two planning your business.

So what should you do?

Five Things to do for Your Startup this Christmas

  1. Work on your business plan: You’ve been putting it off for ages - nows the perfect time to put the finishing touches to your business plan (or get started if you haven’t already). Join acfuse for free to download our free business plan template.
  2. Do some reading: You can never know enough about your niche - or about starting a business. Use Google to help you find information about your niche and identify the people who are talking about it in blogs and websites. Then take a trip to your favourite bookstore (or Amazon for that matter) and find interesting new books about your niche or starting a business - a Christmas present for your business. You’ll also find useful articles in our business startup resource section.
  3. Build Your Profile: Create profiles on relevant social networking sites and forums. LinkedIn is great for building business contacts. Twitter can help you find people who are active in your niche. Acfuse.com is great for finding investors and partners (if we do say so ourselves). And forums are always good for building your profile and keeping up-to-date with what’s going on.
  4. Start a blog: A blog is a great way to give your business personality, demonstrate your expertise and attract new visitors to your website. Even if you haven’t started your business yet you can always start blogging about your experiences as an aspiring entrepreneur or use it to provide useful information in your niche (building your reputation and contacts for when you do launch).
  5. Think: Set aside a day, if you can, just to think about your business. Find somewhere that you won’t be disturbed. Bring a pen and lots of paper. Then just think. Ask yourself questions. Challenge your ideas and see how you might be able to improve them. Sometimes just a few hours thinking can help you define your strategy and even come up with exciting new ideas. If nothing else, you should walk away reinvigorated and ready to move your business forward.


Have a great Christmas!

Do You Really Want to be an Entrepreneur?

by admin on Friday, December 19th, 2008

WANTED: Individual to work long hours, invest own money and do all the work with no guarantee of pay.


With C-day fast approaching many people are looking forward to their office parties and a relaxing break for a few weeks.

Of course, that’s not the case for everyone. Some people will be using these few weeks to work; to burn the midnight oil, to craft marketing materials and draft business plans. And to do it all for no pay.

Funnily enough you don’t see that position advertised in the job centre all too often but entrepreneurship is a career option that more and more people are taking every year.

Despite our current economic downturn (and in some cases because of it), people are still planning and starting businesses.

Certainly, high-profile entrepreneurs and TV shows like The Dragon’s Den have helped make business ownership sexy.

Add to that stagnating public sector wage levels, the rise of franchising, more flexible working arrangements throughout the economy and the all but extinct notion of a ‘job for life’ and going it alone seems a pretty decent option.

But is running your own business all it’s cracked up to be?


For one thing, the ‘freedom’ of being the boss often comes at the cost of any possible social life. The security of a monthly paycheque is replaced by a constant effort to dodge the bank manager’s calls and eek one last payment out of your already melting credit card.

And what about those occasional ‘borrowings’ from the office stationery cupboard? Well, they’re not so fun when you’re the person who bought the stapler in the first place.

Not exactly, the Ferrari-driving, jet-set-living, high-flying lifestyle you might have dreamed about then.

Why people start businesses


Then again, most people who start businesses don’t do it for the flash car or the big house. The idea of the archetypal entrepreneur raising millions to start a business and conquer the world is rarely the case.

All sorts of people start businesses; young and old, well-off and working class, experienced and novice. And they do it for all sorts of different reasons too; ask any number of entrepreneurs the big question – ‘why?’ – and you’ll hear any number of different reasons.

‘I wanted to have some control’

‘I wanted something that suited my lifestyle better.’

‘I’m passionate about my business, I just love doing it’

‘I just couldn’t see myself working for someone else’

Those kinds of answers do have something in common though. The idea of ownership.

Simply put, people that want to own their own business do so precisely because it is their own business. It’s theirs to create and manage and run how they see fit. If something good comes of it – the car, the house, the well-earned holiday – it’s because they made it happen.

And, if things go wrong – at least they had some say in the matter. Why are business owners willing to work longer hours and run the risk of it all going pear-shaped? Because they’re doing it for their business.

And while they’re at it, they also deliver benefits for every single one of us.

Small businesses create jobs, they deliver the services we enjoy and the bars, cafes, shops and restaurants that make our cities growing and vibrant places.

While it’s great (and rare) to see big business delivering hundreds of jobs in one fell swoop - with the prerequisite photo call with ministers and council officials in tow - what we should really be encouraging and celebrating and championing is the individual with an idea and the willingness to make it work.

Unfortunately, that’s still not something we’re overly keen to do. All too often we’re faster to tear down and criticise than to build up and promote and are more concerned with finding the reasons ‘why not’ rather than encouraging the people who simply get on with it.

Entrepreneurship is not for everyone but it can be for anyone. Anyone who’s willing to give it a go.

If that’s you, then let’s get started - we’ve got a lot of work to do in 2009.

Is it time to quit your day job?

by admin on Tuesday, December 16th, 2008

It’s the dream of many entrepreneurs to walk into work, hand in their notice and never look back.

Free from the shackles of the 9-5 you’ll be able to focus on building your business and enjoying the life you’ve always wanted.

But is quitting your day job really the right idea?

Three questions to ask before you quit the day job


Do You Have Enough Money?


This could be all three reasons as it’s the most obvious and the most critical. New businesses need money to run and to grow.

You need money too. You need money to live on, to pay the mortgage and to fall back on in case of any emergency.

Before you pack in the day job you need to do some serious planning. How much is your business going to cost to set up? How much will it cost to run each month? How much do you need personally?

Add all these together for the next 12 months and you’ll start to get a feel for the kind of money you’ll need to have set aside. Of course, you’re new business should be earning money as soon as possible but how realistic are your projections?

What happens if you only do half as much business as you hope? What is customers and clients take longer to pay you?

Plan your finances in detail and get professional help where you can. Always underestimate the amount of money you will make and overestimate the amount you will have to spend.

If, after all that, the numbers still make sense, you need to ask …

What can you do while still at work?


Is your day job really holding you back from following your dreams or is there work that you can be doing to help move them forward - and still keep the monthly paycheck?

Many successful businesses can be started part time - putting in the hours in the morning, at nights and on the weekend. There are 168 hours in a week, you’re at work for 40 of them. Even if you get a solid eight hours sleep a night you’ve still got over 70 hours left.

What could you accomplish by spending 20 of those hours working on your business?

If you can find ways of getting hanging on to your salary while still building your business it’ll be much less risky when you finally do take the plunge.

Are you really ready?


You’re never too young to start a business.

But it it is possible to be under-prepared. Do you know enough about your industry? Do you have the skills, the qualifications and the contacts?

Ever good entrepreneur wants to get started on their business idea yesterday - but sometimes the best bet is to do as much as you can pre-launch to ensure your success when you do go it alone.

If you can do that with a salary, why not?