The ultimate money maker: Delighting your customers for better referrals

“You can get anything you want in life so long as you help enough other people get what they want.” – Zig Ziglar

Psst. I’ve got a secret to share with you.

The most simple and cost-effective way to grow your business is so often overlooked; happy customers become your strongest advocates.

They talk to their friends, family, and associates and refer business to you.

Did you know an unhappy customer will tell 10 people, while a happy one will only tell 3.

Now, you can’t always make everyone happy, but here are 10 ways to delight your customers so that more people are happily talking about you:

  1. Meet with your customers more often and take a genuine interest in how they’re doing. At the very least call or email regularly them to check in.
  2. Run customer events. Put on a few drinks, get in a relevant speaker, and invite your customers along.
  3. Acknowledge your customers when they refer new customers to you. Send them a gift to show your appreciation.
  4. Give them a call (with no strings attached) just to check in on how they’re going.
  5. Do business with your customers and encourage your team to do the same. They are the experts in their field, and will be able to help you, after all that’s why they are investing in you!
  6. Refer work to your customers. The ‘Law of Reciprocity’ states that the more you do for others, the more likely they are to do something for you in return.
  7. Go the extra mile; under promise and over deliver.
  8. Make them feel special when they come into your business. Use their name, greet them warmly, and offer them a drink if face to face. If you are online, do video calls instead of phone calls so you can see each other face to face.
  9. Introduce them to your team so they feel more welcome and know who to speak to if you’re not around.
  10. Randomly send them something to show your appreciation for their business. Don’t just do this at Christmas. It doesn’t need to be something big – it could be as simple as forwarding something you’ve read that could be of interest to them.

Remember that, on average, it costs at least six times more to sell to a new customer than it does to sell to an existing one.

So, what are you doing to delight your customers in 2020 so they become your strongest advocates?

Need some help?

One thing many people don’t realise is that your bookkeeping and accounting software tells a story about your clients and prospects. Systems, processes and integrations can help with delighting your customers.

We are experts in systems, processes and integrations and can help you on your journey to delighting your customers and growing your business.

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Why you need to regain control of your business in 2020

“Dreams x Goals x Plans x Actions = Your success” – Brad Sugars

Are you feeling like a slave to your business?

If 2019 was a tough year in business for you because the business was running you – I get it. And that’s a tough place to be in.

You know, not all business owners want to grow their business. Some may just want more control.

After all, your business is there to serve you; you shouldn’t be a slave to it. But so often I see businesses running their owners – and that’s actually not being a business owner, it’s being a business operator.

And that’s when your business will feel like a job. Probably like the full-time job you left many years ago.

So, how do you regain that much needed control?

There are three essential tools all businesses must have:

  1. An annual business plan
  2. An annual forecast
  3. Ongoing reporting and accountability

When you have these three elements in place, your business will start feeling a lot more controlled.

  1. The annual business plan

Your business plan shouldn’t be a lengthy document living in a dusty drawer. It should be on one page and displayed somewhere highly visible so you can review it regularly.

Best developed using an independent facilitator, your business plan should articulate exactly what you want from your business; the hours you want to work, the holidays you want to take, and the income you need.

You’ll identify Key Performance Indicators (KPIs) to monitor, vulnerabilities to manage, and opportunities to act upon. You’ll set no more than four key goals for the year, breaking these down into quarterly goals with clear actions to complete in order to achieve them.

  1. The annual forecast

Your forecast will record how cash must flow throughout the year to give you what you want from your business. Too often business owners only create a forecast because the bank has requested one.

The forecast will highlight your business’s weaknesses, when cashflow problems might arise, and how you need to manage your business financially to achieve the goals in your business plan. Don’t wait for your bank to request a forecast; it’s an essential tool to ensure the success of your business every year.

  1. Ongoing reporting and accountability

The value lies in the implementation of your business plan and annual forecast. Constantly reviewing your progress against your targets is crucial. Ongoing reporting allows you to track actual results against your forecast to ensure progress towards your goals.

The best way to ensure you don’t fail to implement the plan is to be held accountable by someone independent. Every business owner needs a coach.

A great coach will work with you to get a result better than you could achieve on your own. They’ll uncover the root causes of problems in your business and empower you to do better.

Most importantly, they’ll hold you accountable to getting the important stuff done.

Do you need some help?

There are no magic bullets to business success. All businesses need these three tools.

If you are feeling out of control and you want a different business in 2020, get in touch to discuss how we can work together – to help you gain control of your business.

For a free consultation to see if we can help you, simply book a call today.

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Is your cashflow ready for the Holidays?

As I write this we have only 31 days until Christmas! Leading up to the holidays it’s important to keep your cashflow under control. This means pre-planning and being proactive.


When you’re not in the office, there are still overheads and salaries that need to be sorted. If taking time off means that less cash will be coming in, it’s essential to plan for this period to make sure that these costs can be comfortably covered. Make sure you have a clear picture of your payroll, and any other planned expenses that will need to be accounted for.

If there’s even a possibility that there could be a shortfall, it’s essential to meet this head-on. Whether this means talking to your supplier or creditors to figure out an arrangement, or compromising on other business outgoings, you must make a plan to ensure that the business, or your staff, won’t suffer.

Tips to minimise the stress of cash-flow over the holiday period

Invoice early – Send any invoices that you can, and in advance if possible. Perhaps consider whether you have any regular clients or customers that you could offer a retainer or similar deal to if they book services or make a purchase from you in advance.

Chase payment – use this opportunity to chase up any outstanding payments. Strong communication and relationships matter – talk to clients and chase invoices.

Talk to suppliers – a little honesty can go a long way. Perhaps they can extend a line of credit for your payments to them. In most cases, a good supplier would rather offer a little flexibility to keep an ongoing business relationship.

Review your costs – it’s also a good idea to do a general review of expenses. Business costs can creep up, and it’s a great idea to make a time to check on your expenses regularly, no matter what your financial situation. Review all of your regular payments and subscriptions as well as upcoming costs. There may be travel, functions or purchases which you can decide on an alternative approach to.

Talk to the bank or the Australian Taxation Office – if cashflow is tight, make sure you have conversations early so you have everything in place to see you through.

Not sure where to start? Let us help you navigate the holiday period and help you alleviate cashflow worries.

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10 Ways to Break (up with) Your Resolutions

Ever Tried. Ever Failed. No Matter. Try Again, Fail Again. Fail Better. – Samuel Beckett

We are almost to the end of the first month of 2019! Like whhhaaattt! I know right…

Soooooo have you broken up with your NEW YEARS RESOLUTIONS yet?

Or are you working towards a breakup?

Starting a new year is when we also start envisioning a new start in our life, either personally or in business or both! This year I am get fit & fab… this year I am going to make a huge profit in my business….. this year I am ………

If you haven’t yet broken up with your resolutions, I thought I would give you a 10 way guide to guarantee your break up. 😊

STEP 1 – Make resolutions that are not ACHIEVABLE. If your goal is too big or not practical, you are just not going to achieve them, and you will just give up. (ie I am going get 100 clients in 2 months – and you currently have 3!)

STEP 2 – Don’t set any TIME limits on your goals. If you don’t have a date, you are not going to get there.

STEP 3 – Don’t put a PLAN into place to achieve your resolution. Just bumble along, try a few things here and there and hope it all works out.

STEP 4 – Put a plan into place but don’t ACTION your plan. That plan looks awesome on my wall….

STEP 5 – No ACCOUNTABILITY. Whatever you do…. DON’T make yourself accountable or find someone to hold you to account. For goodness sake you might actually stick to your resolution if you do this one….

STEP 6 – Make absolutely no attempt to review your HABITS and adjust them to keep in line with your resolutions. Apparently, it takes 21 days to form a habit, I write this on the 22 January, this step might be too late for you……sorry

STEP 7 – Don’t have any way to track or MEASURE your progress. I mean who wants to know how you are going towards reaching your resolution, you’re are only going to break up with it anyway.

STEP 8 – Don’t have a REASON for your resolutions. If you have a defined and clear reason why you have created this resolution and why it needs to happen, then you might actually see it through! I mean who wants to live to see your grandchildren grow up right…

STEP 9 – Whatever you do, DON’T put your resolutions consistently in FRONT OF MIND. You know like on the fridge, on your mirror, on your screen savers. Geez you might actually keep thinking about what you want to achieve and why.

STEP 10 – Honestly just give up already! That DETERMINATION and FOCUS is not going to get you anywhere with your break-up… Seriously…..

I would love to hear what steps you have taken to break up with your resolutions. What were your 2019 resolutions and where are you at with them?

Now seriously if you REALLY do want to make a CHANGE in 2019 and do something differently this year, PLAN FOR SUCCESS!

Check out our newly created 12 Week Planning for Success program that GUARANTEES your success this year.

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How to Create a ‘RIPPA’ 2019 Financial Year in 5 Steps

By failing to prepare,

you are planning to fail.

Benjamin Franklin
The 2018 financial year is coming to a close, WooHoo!! We have survived another year in business!!

But how did you go in 2018 financial year? Do you know?……

  • Is your accounting system reconciled up to date?
  • Is your balance sheet correct?
  • Have you accounted for new equipment purchases, are your finance contracts entered?
  • Have you been to your accountant to talk about strategies to reduce your tax?
  • How much money have you made?
  • How much tax do you have to pay?

Yep a lot of questions and 98% of business probably won’t know the answers!! To me that’s scary! Yes scary that you as a small business owner doesn’t actually know how much profit you made during the 2018 financial year. As a business owner you need to   learn this sh*t!

As an accountant working in public accounting firms for over 15 year I’m going to tell you a little secret….. YOUR accountant will not always be looking after you! So I don’t want to hear “oh my accountant/bookkeeper looks after all that ‘stuff'”, Noooo. Yes your accountant/bookkeeper can look after your numbers and make sure your compliance is up to date but;

It is YOUR responsibility to know your own business numbers!

Ok phew, now that I have got that off my chest and I’m assuming you do now know your numbers or have decided to learn about this, the next questions are:

  • Did you achieve what you had expected or what you had set out to achieve in your business in 2018?
  • What do you want to achieve in the 2019 financial year?
  • How are you going to achieve this?

Not sure where to start? Check out my 5 steps to achieve a RIPPA 2019 Financial year here:

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  1. REVIEW – Know where you are now! Update or implement an accounting system that provides you with live meaningful reports. Make sure the data in those reports are correct. Did achieve your goals in 2018 financial year? It’s now time to think about about your roadmap for the 2019 financial year. Better cashflow, increased profit, reduced work hours, a holiday with the family?
  2. IDENTIFY – What burning issues do you need to deal with? Are there any roadblocks stopping you from achieving your goals? Deal with these and get help where necessary.
  3. PLAN – Now that you have some clarity on what you want to achieve in the 2019 create a plan. And I don’t mean a plan in your head! Write it down on paper/Word doc just put it in words. List 3-4 goals for the year and determine how you are going to track your progress. (It only needs to be one page not a book!)
  4. PUT your plan into action! When writing down your plan include an action section. What actions do you need to do to make your plan work. Who needs to carry out these actions and what are the deadlines?
    “A Plan without Action is just a Dream.”
  5. ACCOUNTABILITY – Who’s going to keep you on track. As a business owner myself I know how easy it is to ‘just get busy’! Busy working in the business and not on it. It’s important to set time aside monthly or quarterly to stop and do a recap on your plan to see how your tracking and if you need to make some adjustments. Having someone independent to chat to will also give you an outside view and often provide you with that clarity that is often hard to get when your head is in the business every day.

Wishing you a RIPPA 2019 financial year!

Do you need help with any of these 5 steps?

Take advantage of our Complimentary Client Review, this is an opportunity for you to set and review your goals and give you clarity around the actions you need to take to achieve those goals.  It also stimulates strategic discussion and identifies burning issues, opportunities and challenges so that you respond effectively.


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