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News & updates

How to build customer loyalty

Customer needs must be at the forefront of every business. It takes about five times more resources to gain new customers than to retain old ones. Many factors determine whether a customer will purchase from you again or whether they will go to your competition. Let’s explore some of the ways to retain customers and help your business grow.

What is customer loyalty and why is it so important?

According to HubSpot, “Customer loyalty is a customer’s willingness to repeatedly return to a company to conduct business. This is typically due to the delightful and remarkable experiences they have with that brand. Customer loyalty forsters brand trust, increases share-of-wallet, and helps your business grow without needing to acquire new customers”. 

Here are some of the reasons why you should place an emphasis on making sure you invest in these relationships and keep your customers engaged.

  • Cuts costs in lead acquisition

One of the most well-cited reasons for maintaining loyal customers is that it cuts down on advertising costs. Services like Google ads and social media ads cost money and time. You have to know how to reach your potential customer audience and you have to showcase your business in a unique and engaging way so that they convert into paying customers. With loyal customers, you can skip this expensive step, leaving you with repeat buyers at a much lower cost.

  • Creates long relationships

A customer who has had a good experience with your business is your most valuable asset. They are likely to re-engage with your business when they next need the services that you have to offer, instead of going to a competitor. 

  • Creates ambassadors

Another reason to try to help build loyal customers is that they will tell others about your services. Word of mouth is some of the best advertising you can get, and the best part is that it is free.

  • Increases word of mouth

Having a good ambassador for your service  goes beyond telling people directly about your brand. They are also likely to talk about their experiences on social media where other people will see their good recommendations and stories. Information about your brand will spread rapidly, so it is a good idea to make the most of it.

6 ways to increase repeat business

A loyal customer is the best resource that you have. Once a customer has had a positive experience with you, your job is not over, you need to work to nurture that relationship.

  • Commit to customer service

The number one thing you can do to increase the chances of a return customer is by offering excellent customer service from start to finish. Offering follow-up calls, service reminder texts, and overall providing a high level of communication and service is one of the best ways to build on the relationship.

  • Be transparent

Transparency is another important component of building customer relationships. Customers do not like unpleasant surprises like costs they did not know about. Making sure you are upfront, and all of your policies and costs are clear, is the best way to ensure a positive and trustworthy customer experience.

  • Rewards or loyalty program

Customer rewards are an excellent way to retain customers by giving an incentive for them to return. Loyalty discounts are an excellent way to encourage future services. These often have a better return on your investment than the cost of the discount. Repeat business has many rewards that go beyond the sale, also represent considerable cost savings in advertising.

  • Ask for and learn from reviews

Successful companies listen to their customers and what they have to say. You might be tempted to avoid negative comments, but criticisms are an excellent way to improve your services. Listening to features that customers would like to see in the future is an excellent place to get ideas for new developments.

  • Engage with your customers

Keeping up with your customers through email and SMS is another way for them to remember you. You can also include a newsletter that gives them additional information about your products or services, offerings like discounts or new services.

  • Showcase your values and differentiation in the market

Whether you are gaining new customers or trying to keep old ones, they need to know what makes you different. Your interactions with them on your website, social media, and through customer service interactions all help to reinforce your reputation, differentiation and your values as a business. 

Engaging and sustaining loyal customers is a continuous process. Many times, businesses focus only on marketing efforts on gaining new customers. Effort spent on keeping current customers is a much better use of your marketing budget and will have a greater return on your investment. 

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News & updates

A guide to outsourcing

One of the best yet challenging aspects of running a small business is when it starts to grow. When it gets to the point where you feel you can no longer manage on your own. Hiring employees is expensive, and often, small businesses do not have it in their budget. Small business outsourcing can be an excellent choice for those who want to take it to the next level without overstretching their budget as they grow.

What is outsourcing?

Hiring external professionals is an excellent way to get the help you need without having the expense and legal obligations of a permanent employee. When you outsource, it means that instead of hiring internal employees, you can hire an individual or team of experts to take care of the everyday functions of running your business. This allows you to focus on what you do best and have a team of experts, too.

Types of services to outsource

When starting your business, you wear many different hats. As the business grows, it becomes difficult to do everything yourself, and you’re more than likely to handle tasks that are outside your area of expertise. Here are some of the daily functions that you could outsource an expert for in the future.

  • Admin

The idea of hiring an external admin has been around for decades with the advent of temporary agencies. Now, you can hire an admin who can do many of the day-to-day tasks, like recordkeeping and data entry online. Hiring a virtual assistant is the new way to have the help you need only a mouse click away.

  • Finance /Accounting

Finance and accounting are other areas that are often one of the first to be outsourced. It is a time-consuming activity, and even if you can do it yourself, there are many reasons why you might want to outsource it instead like tax thresholds, allowances and deduction regulations.

  • Payroll

Payroll is another one that falls into a similar category as finance and accounting. During the initial growth period, you might not have a a lot of staff, so it doesn’t make sense to have a full-time regular payroll employee until you grow and have sufficient staff to make it worthwhile. You can outsource the task and only have to pay for a few hours a week.

  • Marketing

Even in the early stages, hiring a marketing professional is worthwhile because unless you are a marketer yourself, it is a specialised field. You want to make the most of your advertising budget, and this is where the experience of a marketer can be a wise decision. They know how to reach your target audience with the right message to increase revenue.

Benefits of outsourcing 

If you are finding yourself constantly working long days or you think that it might be time to focus your own efforts on the core business, here are the benefits you could have from outsourcing. 

1. Efficiency

Time is a valuable resource. Firms that provide specialised services can often get the job done more quickly and efficiently. When you consider that every hour you send on a task outside the core area of your business is money not spent focusing on growing the business, the costs of hiring a contractor can be much cheaper.

2. Focus on your business

One of the main components of growing your business is that you need to spend as much time as possible focusing on your core products and services. Outsourcing certain tasks gives you the ability to do that without the expense of full-time employees.

3. Skilled professionals

The best part about hiring an external specialist is that you can benefit from industry skills in an area, while still managing to keep costs low. This is the perfect balance for the small business that needs to grow proportionally to its revenues. You can start small and scale up as needed.

4. Business growth

On average, hiring an external contractor saves small businesses 30-50% over hiring a full-time staff. This is money that you can use to put back into growing your business.

Hiring a contractor offers excellent opportunities for small business growth. It allows you to use your resources efficiently and have expert knowledge at your beck and call. If you are thinking about taking your small business to the next level, outsourcing is something you should consider.

When to outsource

One of the biggest questions that small business owners have is when they should begin outsourcing. There comes a time in every business owner’s journey when they simply do not have enough hours in the day to do everything that needs to be done. At the same time, many are reluctant to give up control, handing over certain daily operations to someone else.

Every business is different. You need to weigh the benefits and costs when you are thinking about outsourcing. 

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Success stories

Success story | Maureen from Bark Busters

Maureen bought into the Bark Busters franchise in 2007. Bark Busters has been around since 1989, originating in Wollongong, it’s the world’s largest dog training company. 

What drove this business decision for Maureen was her love for animals and how rewarding dog training is. To positively impact the relationship between owners and their furry friends, is something Maureen is really passionate about, she strives for “peace and harmony” with all her clients.  Bark Busters services both North & East Perth providing quality dog training services to pet owners in need.

Maureen & Glen, the team at Bark Busters / Source: Bark Busters Perth North & Perth East

Want to share your success story?

Challenges before Oneflare

Like all new business owners, Maureen struggled with marketing and getting her business name out there. Feeling that there simply wasn’t enough time in the day to attract new clients even if there was, she wasn’t sure where to look to find quality customers.  Before Oneflare it was hard to share information about their services and to reach clients directly. 

Experience on Oneflare 

Since joining Oneflare, Maureen’s business has gone from strength to strength. Making special mention of the quality of customers on Oneflare, describing them as genuine and of high intent for using Bark Busters.  Customer service at Oneflare is an additional feature she finds very supportive, knowing our local Sydney based team is only a phone call away in any instance is great peace of mind for a business owner. 

Maureen is also a huge fan of our auto-quoting feature, it allows her to win even more work without having to worry about quoting. Our auto quoting feature sends quotes on behalf of businesses when a lead comes in that matches their preferred job criteria. Simply set it up and win work.

Results on Oneflare 

Bark Busters now has 

  • A stellar 5-star rating with nearly 200 reviews
  • Genuine, high-quality leads
  • A thriving business

Maureen’s advice for any business looking to sign up with Oneflare is: “It is well worth it, in this day and age the more presence you have the better, as everything is researched reviewed and booked on the internet!

Ready to start winning work?

Maureen with her Siberian Husky, Jasper / Source: Bark Busters Perth North & Perth East
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News & updates

How to deal with small business burnout

Small business burnout is something that no one tells you about when you first start your business. Everyone is enthusiastic in the beginning, but many small business owners eventually find themselves losing motivation and the energy that they had in the beginning. Let’s explore this phenomenon and some strategies to help you get over it and back on track with creating your dreams.

What is small business burnout?

It’s normal to experience it throughout your small business journey. It’s possible to love your business and still experience burnout at the same time. The circumstances that lead to burnout are many, but they all have a few symptoms in common.

What are the symptoms of small business burnout?

The first step is to recognise the symptoms. Here are 6 common signs that you may be experiencing small business burnout.

  • Fatigue or exhaustion
  • Lack of motivation
  • Procrastination
  • Little passion or excitement for weekdays
  • Lack of creativity or enthusiasm
  • Clashing with colleagues 

10 ways to avoid small business burnout

The good news is that there are ways that you can avoid burnout, or if you have it already, get back on the road to small business success.

1. Prioritise

The first thing you need to do is set priorities. As a small business owner, everything is on your shoulders, or at least you feel like it is. Many productivity gurus will tell you to decide on one priority to get done each day. You can allow yourself up to three priorities, but you must decide which one is the most important. This will allow you to have focus and separate high priority from lower priority tasks.

2.Organisation

Organisation follows priority setting. It is easy to look at the entire to-do list and want to see it all gone at once, but it’s just not feasible nor realistic. Instead, divide your project into phases and small tasks that go along with each phase. Sometimes seeing it as a series of small, achievable steps can free you from overwhelming feelings and allow great productivity.

3. Allocate free time and work time

Free time and downtime are also a priority. Our brains are not machines and are not built to run 24/7. They are designed to have work periods and rest periods, and this means time away from work physically and mentally. Try setting alarms in your phone to remind yourself to rest after a certain point in the day.

4. Delegate or outsource

Small business owners need to learn to delegate or outsource certain tasks. This frees up your time so that you can spend more time being an effective leader for your business.

5. Take holidays and breaks

This goes along with allocating free time. Everyone needs a holiday and time to reset the mind and body. You’ll find that you’re much more productive when you return and you and your family will be all the better for it.

6. Identify and avoid stress triggers

Knowing what causes you stress is the first step to handling these situations when they arise. If there’s a certain situation or person that makes you feel stressed, the best thing you can do is to recognise it and plan a coping strategy to help you get through it the next time.

7. Say no

Knowing when to say no is the simplest way to avoid burnout. It’s a skill that you should learn to practice starting if you want to maintain a healthy work and life balance.

8. Celebrate your achievements

Sometimes, it is easy to get caught up in all of the things we haven’t done yet and to over analyse our failures but not our successes. It’s important to take time to reflect and celebrate your achievements and reflect on your progress

9. Bond with colleagues

The key to building a great team is to plan bonding activities outside of work with your teammates. Friendships mean a great deal when it comes to looking forward to going to work and having a support system when you get there.

10.Don’t forget your wellbeing

Personal wellbeing is usually the first thing to go out the window when you are busy. The power of a good nights rest coupled with healthy food and regular fitness activities can really help to avoid burnout.  

Now you know what burnout looks like and some of the ways that you can prevent it. Taking care of yourself both physically and mentally should be a priority on your agenda every day. Taking time for yourself is the best way to keep the creativity flowing and be the most productive during your working time.

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News & updates

How to increase cash flow for small businesses

Knowing how to increase cash flow is one of the most challenging aspects of running a small business, and mastering it is the key to long-term success. Many businesses fail in their first few years, and one of the main reasons for these failures is cash flow problems. Fortunately, many tools and techniques are available to help small businesses manage cash flow and achieve success. Let’s explore these tips and tools.

What is cash flow and why is it so important?

Managing cash flow in your business is similar to managing your household budget. Although managing cash flow in your business is more complicated, the principle is the same. You need to generate enough cash to pay your bills and obligations. You also want to have a little leftover to enjoy or reinvest in your business growth. If you don’t manage your cash flow, your business could struggle to stay afloat.

Top 6 methods for increasing cash flow

The concept of cash flow is simple, but putting it into practice can be complicated. Here are a few of the things you need to consider and explore to make your business a success.

1. Create a cash flow forecast

Forecasting is important for managing cash flow. Knowing your upcoming expenses means that you have time to adjust and ensure money is there when you need it. There are software and apps which can help make this process simpler.  You can choose something that only focuses on cash flow, like Xero, or a solution that provides integration and other functionality, like Float or Fluidly. 

2. Expand payment options

Another way to increase your cash flow is to expand the number of ways that you can receive payment. Having a single form of payment, like PayPal, could limit the number of people who can purchase your services. Try adding other electronic payment methods like Square, which allows you to collect funds immediately after providing a service. Afterpay is another popular option that allows your customers to make 4 partial scheduled payments for your service.  

3. Update service prices to reflect the current market

 Be on the lookout for market changes and what your competitors are charging. If your services are underpriced or overpriced, this could impact the cash you have available. Adopting this strategy doesn’t mean that you have to change your prices every time your competitors do, but it is important to price accordingly.

4. Customer Relationship Management (CRM) Software

It can be hard to keep track of customers’ data, invoices and payments Fortunately, there is plenty of CRM software available that allows you to simplify and automate the process. You can use it to capture contact details, store data, send automated messages, invoices and follow-ups after a service.

5. Consider current assets

If you should ever find yourself in a moment of low cash flow, you could look into selling any unused machinery or equipment. Equipment that is sitting around and not being used is a liability that could be quickly turned into liquidity.

6. Consider tax time

Everything you do, whether it is making a purchase or making a profit, will have an impact when it comes to filing your end-of-year taxes.  It’s important to keep a record so you can take off the deductions that you are allowed. Knowing what taxes you will owe also helps you predict what you need to have set aside. The most important thing is to be prepared so you do not get caught at the end of the year with an unexpected tax bill.

Helpful cashflow programs 

Here is a few popular cash flow management software to help automate and simplify processes for small business owners.

  • Xero

Xero accounting software is an online solution that allows you to pay bills, claim expenses, connect to your bank, accept payments, and reconcile your bank statements.

  • Float

Float gives you resources that include cash flow management tools, planning tools, and scheduling software.

  • Futrli

Futrli is powerful forecasting software that helps you make better business decisions. It helps you predict sales, expenses, and profits.

  • Fluidly

Fluidly automates forecasting and presents the information in graphs and charts that are easy to understand. This software gives you the information that makes business decision-making seamless and easy to see your options.

Managing cash flow is one of the most important skills that you can learn as a small business owner. Fortunately, there are now tools available that make it easy. Knowing how to increase cash flow in small business management is the best way to create a successful enterprise in the future.