1998 Linc-Biz Issues
October 1998 (Vol. 3, No. 3)
April 1998 (Vol. 3, No. 2)
January 1998 (Vol. 3, No. 1)
www.occc.cc.or.us/isbdc.html
W E have links that can help your business! Thanks to the efforts of Charlie Piquett, Library & Media Services Director at Oregon Coast Community College, our college has its own web page. Within the college's web page is a section for our Small Business Development Center - www.occc.cc.or.us/isbdc.html. Our page includes general information about our Center and current news about the training we offer. It also contains over twenty-five selected links to key business sites that can provide tremendous resources at your fingertips. Our links are separated into three categories; national, state, and association business sites.
One of the main functions of a Small Business Development Center is to put our clients in contact with information and resources. Not everyone takes the time to visit our Center or participate in one of our classes. Now we can help provide assistance to all "online" Lincoln County businesses through the Internet.
For instance, if you need to do some research on demographics and future trends in Lincoln County, the Center for Population Research & Census can give you a great deal of useful information. If you have a specific question regarding a particular industry, try the e-mail resource network through the Senior Corps of Retired Executives (SCORE). They have nearly 600 categories to select from, and once you have made your topic selection, (e.g. business broker or business valuation) they give you the e-mail addresses of a number of persons from that field who are willing to share their expertise for free. If you need some forms from the State of Oregon, the Oregon Business Information Center has all the forms you could ever need; it's easy to download and print. The Internal Revenue Service also has forms and publications (and you don't even get put on hold while trying to make your request). Perhaps you have an idea for a new invention but are not sure what to do next. The Patent Law and Venture Group may be of assistance. Their mission is "to provide the highest quality, lowest cost, legal and entrepreneurial services to small business and individual new product creators." A great site for women entrepreneurs is the SBA's Online Women's Business Center. Visit this free interactive business skills training web site and learn what it takes to run a successful business. Finally, the CEO Express is a web site every business owner should have bookmarked as one of their favorites.
by Jim Nelson
THE word "cramming" used to be associated with college students seeing how many students they could stuff into a phone booth or Volkswagen beetle. But today "cramming" is a negative term associated with the deceptive practice of adding products or services to a customer's telephone bill without his/her permission. No matter how you look at it, these types of deceptive "add-ons" can cost business owners money. And nobody in business, especially small business, can afford to waste money.
We recently adopted a policy for companies that contract with us for billing their services. Under the new standards, which are consistent with the Federal Communication Commission's new voluntary guidelines on cramming, Sprint will deny or terminate billing arrangements with any company that does not agree to comply with our new anti-cramming policy.
Bob Thompson, the president of Sprint's consumer and small business division, says, "While Sprint cannot always prevent cramming from occurring, we will do all we can to help our customers protect themselves from this illegal and unethical practice."
Like other local phone companies, Sprint often does billing for companies that offer products such as long distance services, voice mail, Internet or paging. This billing practice serves as a convenience for customers who want one-stop billing for all their communications services. Reputable companies use this billing practice largely without incident. Occasionally, however, dishonest companies use this billing arrangement to secretly defraud customers. As a result, customers may have unauthorized charges added added to their bill without their knowledge, or the knowledge of their local telephone company. These unwanted services generally involve a flat monthly charge that appears on a separate section of the customer's local telephone bill.
In doing our part in the war on cramming, Sprint has implemented safeguards to limit the ability of the third-party companies to place unwanted services on customer bills. For example, each company:
* Must agree to meet all legal and regulatory requirements to offer service in the states where it wants Sprint to provide services.
* Must agree to establish procedures for handling customer complaints, including a toll-free number for customers to call with inquiries.
* Must agree to block (at a customer's request) that customer's account from the company's service and charges. (Sprint closely monitors customer complaints regarding each company.)
If a service-provider company fails to live up to these commitments, or it is apparent that the company is "cramming" its services onto customers' bills, then we will take appropriate action, up to and including termination of its billing contract. Sprint has also committed to watch carefully for any new cramming scams and to take immediate action should they develop.
The most important thing a customer can do to prevent cramming is to scrutinize their monthly phone bill to assure there are no unauthorized charges. Cramming charges are often difficult to spot. Of course, that's what a "crammer" wants - the charges to slip by a customer without them noticing.
Although a customers may feel vulnerable to increasing attempts
to defraud them, there is something they can do. Customers who
suspect their accounts have been crammed should contact the company
that allegedly crammed them and request that their account be
credited and that the charge(s) not appear on future bills. If
the problem is not solved, the customer should contact his or
her local telephone company.
WE are excited and pleased to have a world-class trainer, speaker, and athlete like Henry Marsh come to Lincoln County. "The Breakthrough Factor" is the title of his book and seminar that will teach you the fundamental principles regarding the dynamics of human behavior. It is a step-by-step process of "breaking through" the conditioning effects of our past experiences to obtain higher levels of personal and professional productivity. You will also learn how to identify the subconscious scriptings that are keeping you from achieving your personal best. Principles are the key foundation building-blocks of all personal success. At this seminar, you will learn how principle-driven management can guide you in areas such as team-building, stress management, leadership, diversity, sales, and managing change. The Breakthrough Factor is a must if you want to reach your Olympic potential in creating a life of success and happiness.
Henry Marsh was the second American male runner to make four
U.S. Olympic teams and was ranked #1 in the world for three years
in the 3,000 meter steeplechase. After 18 years, he still holds
the American record which he first set in 1977 and again in 1980.
Marsh is currently an author, lecturer, trainer, and National
Program Director at the FranklinCovey Co., a leading productivity,
life management, and leadership development company. He has traveled
more than a million miles as a keynote speaker and trainer for
hundreds of corporations.
THOUSANDS of hours had to go into researching this webpage. As their banner reads - "Designed by a busy executive for busy executives." If you don't want to spend endless hours looking for the top business-related sites, try this one. They provide about four-hundred links to useful business resources. Categorized under four major topic headings, you will be able to find just about anything you need on current business news, research, Internet, and more.
From Business Magazines to Newsfeeds to Break Time, they list over forty sub-categories from which to choose. Just a few samples of the variety of links they offer include: Washington Post | Kiplinger | London Times | Electronic Markets | AP Wire | Farmers Almanac | American Demographics | Library of Medicine | AMEX | OSHA | Economic Research Data | Stockmaster | Venture Capital Resources | Better Business Bureau | Thomas Register | Federal Register | Real Estate News | Chambers of Commerce | ABA LawLink | Internet Business Surveys | Virtual Internet | Bankruptcy Institute | MapQuest | Auto Speechwriter | Virtual Reference Desk | Area Code Finder | Airline Phone #s | American Express Travel | Dilbert Zone | Ticketmaster | ESPN | Kelley Blue Book | BuyerZone.
These are some of the more recognizable links, but there are many, many more that are much more difficult to find but still relevant to the business world.
HERE'S another website you can find through our SBDC webpage. The State of Oregon provides useful information to employers on a number of topics such as wages, industry trends, income, cost of living, education and skills, population, and general facts. Here's a sample of some questions you can get instant answers to:
* What industries are projected to show the greatest growth?
* How do Oregon wages compare to national wages for my industry?
* How many people work in a particular occupation in my region?
THE success rate for start-up businesses is poor. Approximately 80% are not around to celebrate their fifth birthday. But this high failure rate is not invitable; it can be reversed if the right steps are taken. Studies show that lack of planning is the main reason for most business failures. If you're thinking about starting, or have already started, a new business and want to improve your chances for success, we can help.
Our 10-week Entrepreneurship course is designed for individuals at the pre-venture stage (This course is helpful to newly-established businesses, as well as established ones contemplating a new course or desiring to create a new niche.)
Reuben Johnsen, an experienced business manager and trainer, will help you analyze and evaluate your business concept for its success potential. You will craft a framework for your own unique business plan. Finally, you will receive the excellent NxLeveL curriculum materials (valued at $50) as part of your fee.
This class will meet Tuesday evenings from 6:30 to 9:30 at
Newport High School beginning October 6. (Spouses and/or business
partners may attend free, but must pre-register.) Sign up by September
30 at any OCCC campus.
OUR nine-week QuickBooks for Business course will be offered in two locations this term. QuickBooks is an easy-to-use, complete accounting system for small businesses. It has become the "software of choice" for many business owners. This course is designed to acquaint you with the scope of the capabilities of QuickBooks Pro 5.0, from getting started to job costing to completing your payroll.
Rachel Blackburn will teach this class in Newport at the Oceanspray Family Center from 6:30 to 9:30 p.m. on Thursday nights beginning October 8. Pattee Taylor will teach the same course, at the same time, at the OCCC Computer Lab in Lincoln City on Tuesday evenings starting October 13. The fee is $150, which includes a comprehensive Student Guide Booklet with lessons and a student exercise disk.
You'll learn the software and business terms you need to get started. The course will include lessons on how to set up a company, enter inventory, create and print invoices and statements. Forms, reports, billings, job costing, payroll, and graphs as well as other important accounting system tasks will be taught. (A basic understanding of accounting is required.) Please call 765-2515 if you have questions. Sign up early; enrollment is limited in both classes.
LEARN how to tap into the world's largest market, the U.S. Government. If you own a wholesale, manufacturing, or service business, do you have Uncle Sam as one of your customers? Mike Bowen, director of the Portland GCAP Regional Office, will be available for six counseling sessions (one hour each) to discuss your potential for doing business with the Federal government and State of Oregon. He will be in Newport on October 8, and appointments will be made on a first come, first served basis. Early registration for this $10 counseling session is required prior to October 2.
WHAT shape is your business in? Everyone needs an annual health check-up...even your car needs a periodic tune-up, so why not give your business a once-a-year professional analysis? Your business check-up involves a 2 _ hour interview. At the conclusion of this one-to-one meeting, you will know the stage of growth of our business, as described by the Business Life Cycle Development Model. You will discover the warning signs and signals to look out for as your business moves into its next growth stage. You will also learn from this 200 question interview where your areas of strength are and where you could use some help. Ron Spisso, OCCC's Small Business Management coordinator, will analyze your business then offer suggestions help make it run better.
This program is scheduled for November 12, in Newport, and
is limited to only three (3) participants on a first come, first
served, basis. The cost is $50 and time slots will be assigned
at the OCCC Registration Desk.
DO you know there is a free national research center available for your business? Do you know how to access it and get your research questions answered? Do you know how to do your own research locally to save you time and energy? Are you familiar with key Internet business links and how to find them? Can you name the five business-related books used most as references in public libraries and how they can help you? Do you know what books, magazines, and software you have free access to from any library in Lincoln County? All of these questions will be answered and more at this special three-hour workshop scheduled for November 11, in Newport, beginning at 6:30 pm.. You will gain information, view demonstrations, and get your business research questions answered. Sorry, due to space limitations, only 12 participants can register for this class. Early registration is required by November 6, for this $30 workshop.
IN a three week period, this QuickBooks course will focus on three areas; payroll, job costing, and inventory. The first week you will learn how to handle wage assignments, workers compensation classifications, prevailing wages, pension and profit sharing disbursements and income, reconciling quarterly, year-end, and workers compensation reports. The second week will focus on job estimates, job costs, time and material billings, AIA billings, job cost budgets/costs, time tracking, and class code tracking. The final week you will learn perpetual inventory, types of cost of goods sold, analysis of purchases/materials on hand, and produced cost of goods/units sold. To register, participants must be enrolled in, or a graduate of, our QuickBooks for Business course or receive prior approval.
ON Friday, December 4, at 8:30 a.m., Sharon Beardsley will conduct a four-hour seminar to refresh and update your English grammar skills and teach you how to proofread with painless perfection.
You will explore the mysteries of basic grammar, spelling rules, the power of punctuation, and the elimination of commonly misused words. Polish your grammatical presentation to give your business that professional finish.
This seminar is targeted for secretaries, office managers and
owners and will be conducted at the Driftwood Library in Lincoln
City. Be sure to pre-register by November 30. The registration
fee is $30.
YOU can craft a clear and simple marketing plan by limiting it to seven sentences.
* First: Describe the purpose of your marketing.
* Second: Clearly explain what customer benefits you'll stress.
* Third: Define your target audience.
* Fourth: List your key marketing techniques.
* Fifth: Declare your marketplace niche - the position you feel is yours in the eyes of your customers and prospective customers.
* Sixth: Describe your identity - the way you see your organization.
*Seventh: State your marketing budget as a percentage
of projected gross revenues.
From: Jay Conrad Levinson, Guerrilla Marketing Handbook
WHAT are people actually thinking as they read your ad in a
local paper? Thomas Smith, a nineteenth-century London businessman,
offered the following advice to advertisers in 1885.
It is still applicable today.
1. The first time people look at any given ad, they don't even see it.
2. The second time, they don't notice it.
3. The third time, they are aware that it is there.
4. The fourth time, they have a fleeting sense that they've seen it somewhere before.
5. The fifth time, they actually read the ad.
6. The sixth time, they thumb their nose at it.
7. The seventh time, they start to get a little irritated with it.
8. The eighth time, they start to think, "Here's that confounded ad again."
9. The ninth time, they start to wonder if they may be missing out on something.
10. The tenth time, they ask their friends and neighbors if they've tried it.
11. The eleventh time, they wonder how the company is paying for all these ads.
12. The twelfth time, they start to think that it must be a good product.
13. They thirteenth time, they start to feel the product has value.
14. The fourteenth time, they start to remember wanting a product exactly like this for a long time.
15. The fifteenth time, they start to yearn for it because they can't afford to buy it.
16. The sixteenth time, they accept the fact that they will buy it sometime in the future.
17. The seventeenth time, they make a note to buy the product.
18. The eighteenth time, they curse their poverty for not allowing them to buy this terrific product.
19. The nineteenth time, they count their money very carefully.
20. The twentieth time prospects see the ad, they buy what it is offering.
In other words, if your ad campaigns aren't showing a return after six weeks, don't give up hope!
From: The Winning Edge
IN dealing with irate customers - especially those who scream at you - you can take offense, or you can take empathy. Here's a true story.
It was early morning, and a travel weary honeymoon couple arrived and asked to register. The reservations manager explained that check-in wasn't until 3:00 pm, that their room wasn't ready, and that the hotel was fully booked. The couple lost it and started yelling. They said they were on their honeymoon, that they'd had flight delays, and had been traveling for 36 hours straight without sleep and were out on their feet. They wanted a room to crash in and seemed to believe that the more they screamed the more likely they'd get one.
But the louder the arriving guests became, the more the reservations manager dug in. She was just about to lose her temper when she remembered a workshop about empathy she'd attended and began to put herself in the place of the newlyweds. Quickly she did an about-face, gave them coupons for a complimentary breakfast and let them use a hospitality suite to change into their bathing suites and nap on the beach. Later that day, the guests sought out the manager to thank her for being so helpful.
From: The Winner's Circle
In a world that bombards us with things to remember, true success
may rest in our ability to forget. From the "Walk the Talk"
company comes an interesting booklet entitled "Forget for
Success." This easy-to-read, fifty-page publication was designed
for owners and managers. It provides familiar sayings we have
all heard and accepted, then takes exception to each one. The
purpose is to challenge the reader to think and question some
old behaviors. This booklet was written based on the premise that
if we forget some of our beliefs from the past we will be much
better off today. To order this $6.95 publication call (800) 888-2811
or visit the company's website at www.walkthetalk.com
and see what other products they offer.
"I try to take one day at a time, but sometimes several
days attack me at once."
Ashleigh Brilliant
"Always do right. This will gratify some people and astonish the rest." Mark Twain
"Everything comes to those who hustle while he waits." Thomas A. Edison
"People will buy anything that's one to a customer." Sinclair Lewis
"Debt usually piles up silently like snowfall, breaks loose like an avalanche, and departs like a glacier. Author Unknown
"I bear no grudges. I have a mind that retains nothing.
Bette Midler
'Walk the Talk'
IF you preach teamwork, do you work well with others?
If you ask your employees to take risks, does your behavior match your words?
If you recommend lifelong learning, do you provide training funds for your employees?
Managers who fail to practice what they preach lack credibility. Others won't follow their advice.
Put this reminder on your office wall: "Walk the Talk."
From: The Answers Are on the Office Wall
In each issue of LINC-BIZ we feature one of our Small Business
Management (SBM) clients. Husband and wife team Jim and Denise
Weir are second generation managers of a Newport business, Photo
Run Plus and NetBridge Internet. In April, 1996 NetBridge Internet
was formed and became one of this area's first local Internet
service provider. Jim worked with the SBDC, and volunteered countless
hours, to provide initial hands-on Internet exposure for local
residents. Jim and Denise joined the SBM Program last year and
will graduate in June 1999.
PHOTO Run Plus was purchased by Jim (Sr.) and Daisy Weir in February, 1988. The business celebrated its ten-year anniversary this year. Both had previous business experience to draw from and quickly made Photo Run Plus into a thriving business. One key to their success was that they continually strived for, and gave, the best quality and customer service possible. From almost the beginning, Jim (Jr.) and Denise Weir worked in the business and learned from first-hand experience. The lessons they learned from Jim (Sr.) and Daisy were extremely valuable and served as the building blocks for future growth. In 1994, the business added Cellular Phone sales and Digital Imaging for their customers. A year later, Jim and Denise became the new managers of this rapidly expanding business. In 1996, computer sales and service, as well as the NetBridge Internet service, was added to the business. To help accommodate this growth, they moved to their present location, 1241 North Coast Highway, in Newport.
NetBridge Internet provides training and services to help local small businesses. If you're thinking about developing a webpage for your business or have questions on what it takes to do business on-line, they can be reached at www.netbridge.net.
"The SBM Program has been especially helpful in the area
of accounting. Ron Spisso has made it easier to make sense of
our financial statements and has given us several insights into
accounting. It has also been encouraging to see that the problems
of our small business seems to be common among many small businesses.
We're not alone in the problems we face on a day to day basis.
The SBM program brings small businesses together to learn and
network with fellow business owners and managers. This helps those
of us in business cope with the problems that invariably crop
up. The monthly one-on-one meetings with Ron have been an invaluable
source of information as well. We're both looking forward to the
SBM II classes to continue our education and fellowship with other
small business owners." - Jim Weir.
THIS publication is possible because of generous support from businesses like SPRINT (a global communications company that provides local and long distance telephone service to the central and northern parts of the Oregon Coast) We would like to extend a special "thanks" to our area's Public Affairs Manager, Jim Nelson, for helping sponsor this newsletter and contributing the article in this issue entitled "Win the Fight Against Cramming."
April 1998 (Vol. 3, No. 2) Issue Contents:
Achieving Exceptional Customer Service
An overwhelming response from Lincoln County business owners and managers indicated that "Customer Service" was their number one training need. This information was gathered from the recent survey of Economic Climate Perceptions & Training Needs Assessment conducted in late 1997.
In response to that need, we are offering a 6-hour seminar entitled: How to Achieve Exceptional Customer Service as the second in our series of four PRIME Symposiums. Salishan Lodge in Gleneden Beach will host this Wednesday, May 27, training event. The program will be conducted by the nationally recognized Fred Pryor Seminars. We encourage managers, as well as front-line staff, to attend.
Participants will leam many of the critical elements of exceptional customer service: how to be successful with the most difficult-to-deal-with customers; mastering the art of listening; making every contact a positive one by using actions that gain customer trust; insuring all customers are treated courteously and fairly; how to out-service your competitors; and ultimately, how to get the greatest return on your customer service dollars.
A limited number of season tickets are still available through
the OCCC Small Business Development Center for the remainder of
the 1998 PRIME Symposium series. The reduced cost for a season
ticket is now $184 (only three events left). The last two symposiums
are scheduled for mid-August in Newport and mid- November in Lincoln
City. The topics will be decided in the near future by conducting
a survey of all season ticket holders.
County Commissioners Support SBDC Business Retention Efforts
For the third year in a row the Lincoln County Commission has
voted unanimously to approve a grant, using Oregon State Lottery
funds, to help provide business retention activities and services
through the OCCC Small Business Development Center. This year's
grant of $10,000 will help support the counseling and training
needs administered through the Small Business Management (SBM)
Program. These state funds, from video poker revenues inside Lincoln
County, are dedicated for the purpose of creating jobs and furthering
economic development. We thank the commissioners for their continued
support.
Spring LINC-BIZ Features Employee-Related Articles
This time of year many local employers turn their attention toward recruiting, hiring, training and motivating good employees. For starters, here's a monthly newsletter filled with great ideas. Call for a free sample issue:
The Motivational Manager 12 issues/year- $119 Ragan Communications, Inc. (800) 878-5331
Also check out our April 21 workshop led by business consultant John Baker: 1001 Ways to Reward Employees: Money Isn't Everything.
Four Ways to Reward Employees Without Spending Any Money
1) Let them set their own schedules.
Once a worker shows that she or he is a consistent contributor, relax some of the supervisory structure. Let stellar employees use their own judgment about when to take breaks, how long lunch should be, and so on.
2) Make advancement opportunities for them.
A recent study indicated that 25% of the workers questioned said they could do up to 50% more work. Why donít they? The top three reasons were: 1) not being involved in decision making, 2) lack of reward for good performance, and 3) no opportunity for advancement. Share your vision of where your business is going and let them know what jobs will be created.
3) Give them plum assignments.
When possible, find special assignments for exceptional workers, assignments that offer a welcome change of pace. For example, working on a new product launch or customer marketing study.
4) Praise them in front of their peers.
The human being has not yet been born who doesnít relish public praise. Remember, though, reserve this powerful weapon for exceptional performance. Otherwise, you weaken its power.
-The Motivational Manager
County-Wide Business Survey Nets Beneficial Finding
More than 1,000 questionnaires were randomly distributed to businesses of all sizes throughout Lincoln County in late 1997. One hundred and forty-five (145) surveys, netting a 13.3% response, were tabulated and summarized and a good representation from a number of industries (e.g. series, retail, manufacturing, professional, etc.) was obtained. Here are some of the highlights:
* Over 90% said they felt their profits would be the same or better in 1998. Sixty three percent (63%) felt the trend would continue for the next five years.
* The greatest obstacle identified as impeding business growth was infrastructure.
* The second highest problem facing your business now was identified as hiring and keeping good employees.
* About one-third of the employers said they planned to hire more employees this year than last year.
* The average amount of funds spent for training employees each year is $2,885.
* Over 97% felt the cost of $10 per contact hour, charged for SBDC training, was a fair price.
* The top training programs requested were:
Pleasing the Hard to Please Customer.
How to Win New Customers
Quality Service: For Positive Relationships
Exceeding Customer Expectations
Listening: The Problem Solver
Attitude: The Choice is Yours
Telephone Courtesy Pays Off
Systems (Windows 95 & Others)
Cash Flow: Planning for Profit
Negotiating: The Win-Win Process
Working Effectively with Others
Most managers have so-called "problem employees." These employees may not work to their full potential, or they may be too cautious or too slow. As a manager, don't give up on them. Their problems may be easily solved. Here are three strategies to follow when faced with this situation.
1. Stack the deck in their favor. Many "unproductive" employees simply lack self-confidence. They don't try hard because they're afraid to fail. Assign these employees a project with which you know they'll have success. Then assign another. And so on. After each success, offer praise and recognition. Build confidence project by project, until they're ready to take on newer and harder challenges.
2. Find out if they're afraid of being promoted. This happens more than you would think. Employees don't perform as well as they can because they don't want to move up - they're afraid of more responsibility and commitment, or they don't want to manage others. These people are to be treasured. Expand their responsibilities within their area of expertise. Let them know that you like them where they are - but you want them to be the best that they can be within their comfort zone.
3. Separate the behavior from the employee. Ask yourself: Has the employee always acted this way, or is the behavior something new? If the behavior is not consistent with what you know about the employee, then start looking for deeper reasons. There might be problems at home; maybe depression has set in; it could even be a substance-abuse problem. By not performing, they could be sending out a cry for help. Be there for them now, and they'll be there for you later.
- Positive Leadership
Retailer's Shoplifting Prevention Workshop: Stop It Before It Starts
Is loss, by shoplifting, a problem for your business? If so, join us on Monday, May 18, to hear Officer JimWhite of the Lincoln City Police Department describe prevention techniques, address safety issues, and outline strategies for dealing with potential violence in the workplace. He will also discuss specifics about prosecution and the legal steps that owners/managers should pursue. Ample time will be provided for questions and answers.
The tuition fee of $25 includes a FREE copy of Retailer's Shoplifting Prevention Guide, a comprehensive booklet developed by the Associated Oregon Industries and successfully used by many retail establishments across the state.
The session will be held in Lincoln City at the Inn at Spanish Head, El Toro #3, from 6:30-9:30 PM. Please sign-up by May 14.
Could Uncle Sam Become One of Your Best Customers?
If you own a wholesale, manufacturing, or service business, do you have Uncle Sam as one of your customers? Every day, the Federal Government spends over $125 million dollars with small businesses. Most small businesses donít tap this market, the world's largest, because they think only large corporations can secure a contract.
On Friday, June 5, Mike Bowen, Director of the Portland Government Contract Acquisition Program (GCAP) will conduct six individual counseling sessions (one hour each.) The sessions will be held from 8:30 AM-4:40 PM at OCCC Conference Room in Lincoln City. Early registration is advised and required prior to June 1. The cost to register is a mere $10.
Business Grammar Basics: Refresh and Update Your Skills
On Friday, May 15, at 8:30 AM, Sharon Beardsley will conduct a four-hour seminar to refresh and update your English grammar skills and teach you how to proofread with painless perfection.
You will explore the mysteries of basic grammar, spelling rules, the power of punctuation, and the elimination of commonly misused words. Polish your grammatical presentation to give your business that professional finish.
This seminar is targeted for secretaries, office managers and owners. The registration fee is $25. Be sure to sign-up by May 11!
Is It Time for Your Annual Business Health Check-Up?
That popular "Business Doctor" Ron Spisso is setting up spring business health check-ups.
Just as people need annual health check-ups and cars need periodic tune-ups, businesses can also benefit from an annual professional analysis.
The Business Health Check-Up is like a "class of one" that involves a 2 hour interview based on the Business Life Cycle Development Model. SBM Program Director Ron Spisso will ask 200+ questions to help determine your businessís stage of growth and its strengths and weaknesses. (Information is kept strictly confidential.)
After "Dr. Ron" has diagnosed your business, he will prescribe training and resources to help you improve it. You'll learn warning signs to watch for as your business moves into its next stage of growth.
Appointments will be available on two different dates/locations: April 29 at Newport OCCC (Conference Room) and May 27 at Lincoln City OCCC (Conference Room.) Three appointments per day will be held from 8:30 a.m. to 5:00 p.m. The fee is $50.
1001 Ways to Reward Employees: Money isn't Everything
This workshop, based on Bob Nelson's best-selling book "1001 Ways to Reward Employees," will show business owners and managers how to improve employee performance.
You'll learn effective ways to use praise, rewards, and recognition as motivational tools. A FREE copy of the book (a $10.95 value) will be included with your registration.
Local business consultant John Baker will facilitate this 3-hour workshop designed to give you the "hands-on" tools you need to motivate your employees to their top performance levels.
The workshop will be held at the Hallmark Resort in Newport on Tuesday, April 21, from 6:30-9:30 PM. The fee is $35. Register early to reserve your seat!
Taking the Mystery Out of Financial Reports:A Financial Series for Non-Financial People
Successful business people know the "Language of Money" and how it can dramatically improve every aspect of a business. Financial data is power you can use to increase your profits. It will help you make sound business decisions.
This short course will help you take the mystery out of understanding financial reports and accelerate your learning curve. Four study areas include Reading the Income Statement, Understanding the Balance Sheet, The Accounting Equation and Cash Flow. Each area is illustrated with an easy-to-understand videotape.
Howard Adams, Newport CPA, will lead this two-week course beginning Thursday evenings from 6:30 to 9:30, starting May 21.
Entrepreneurship: Planning for Your Business Success
DID you know only 20% of start-up businesses survive their first five years of operation? Lack of planning is the main reason for most business failures. If youíre thinking about starting, or have already started, a new business and want to improve your chances for success, we can help.
Our 10-week Entrepreneurship course is designed for individuals at the pre-venture stage (This course is helpful to newly-established businesses, as well as established ones contemplating a new course or hoping to create a new niche.)
Your business concept will be analyzed and evaluated for its success potential. You will receive help in matching your personal and professional goals. You will craft a framework for your own unique business plan. Finally, you will receive the excellent NxLeveL curriculum materials (valued at $50) as part of your $95 fee.
This class will meet Tuesday evenings from 6:30 to 9:30 at Newport High School beginning April 14. (Spouses and/or business partners may attend free, but must pre-register.) Sign up by April 10 at any OCCC campus.
Marketing on a Shoestring Budget Surefire Ways to Attract Customers
How would you like to learn low-cost, and no-cost ways attract more customers? This class, conducted jointly by Cappy Tosetti and Guy Faust, will give you useful marketing tools that you can put to work the very next day.
If you manage a small business or non-profit organization and would like to boost your customer or member base, come to this workshop. It will be held at Naterlin Community Center in Newport on Wednesday evening, May 13, from 6:30 to 9:30.
The cost is $25 and pre-registration is required by May 11. (Bring a bunch of business cards!)
QuickBooks for Business
Our nine-week QuickBooks for Business course will be offered again beginning Thursday, April 16. QuickBooks is an easy-to-use, complete accounting system for small businesses. It has become the ìsoftware of choiceî for many business owners. This course is designed to acquaint you with the scope of the capabilities of QuickBooks Pro 5.0, from getting started to job costing to completing your payroll.
Rachel Blackburn will teach this class in Newport at the Oceanspray Family Center from 6:30 to 9:30 p.m.. The fee is $150, which includes a comprehensive Student Guide Booklet with lessons and a student exercise disk.
You'll learn the software and business terms you need to get started. The course will include lessons on how to set up a company, enter inventory, create and print invoices and statements. Forms, reports, billings, job costing, payroll, and graphs as well as other important accounting system tasks will be taught. (A basic understanding of accounting is required.) Please call 765-2515 if you have questions. Be sure to sign up by April 13. Enrollment is limited to the first 11 students.
http://www.occc.cc.or.us/Isbdc
Announcing our new SBDC Web page. Thanks to the help of OCCC Librarian Charlie Piquett, we're developing a new service for our business clients. Bookmark this site as one of your favorites. As we develop it over the spring and summer, it will become even more beneficial. The major areas of service are:
Information and Referral Service
Business Resource Library
Start-Up Business Seminars
Training Opportunities
Small Business Management Program
Customized Training
Interagency Cooperation
Contact an SBDC Staff Member
LINC-BIZ Newsletter
PRIME Symposium Training Events
National and State Business Links
We are now linked to seventeen business sites ranging from the SBA's Online Women's Business Center to Oregon's Center for Population Research & Census. It's our goal to make this the only business web page you will ever need.
Train Yourself in the Art of Listening
Once you learn how to listen to employees, your managerial skills will improve dramatically. You'll get better feedback, communicate better, and solve more problems. Here are some exercises to help you:
Clean off your desk when meeting with employees. This will help you focus your attention on what youíre saying and not unconsciously glance over papers.
What is the color of your employees eyes? Train yourself to notice to ensure that you make significant eye contact which leads to more productive conversations.
Train yourself to ask questions instead instead of making statements. Example: Don't say; "Joan, don't forget to have the inventory counted by next Monday." Instead say; "How is the inventory count coming along, Joan?" By asking questions you will start a dialogue.
Learn to "lubricate" conversations. Phrases like "Yes, I see" and "I understand" do two things: 1) They show that you're listening, and encourage the other person to keep talking; and 2) They keep your attention focused.
Don't blurt out questions as soon as the employee is finished speaking. It looks as if you were formulating your reply rather than listening. Before you ask the question. Paraphrase the employee's words. Example: "So what you're saying is..." "Well let me ask you this..." This helps cut down on miscommunications.
Don't smile the whole time. A lot of managers do this because they think it sends a friendly message. It can, but people can also often mistake it for mental absence, or a sign that you're not taking them seriously.
.- Positive Leadership
The Managers Desk Reference
This 358 page book was written to provide managers with a concise yet comprehensive source of manager information. It was not intended to be read from cover to cover as much as to consult particular topics as specific situations arise.
It organizes up-to-date information on a wide range of ìpeople-relatedî topics, in a small, reference book format. A sampling of topics: Assertiveness, Coaching Employees, Disciplining Employees, Interviewing, Listening, Meetings, Mentoring, Motivation, Nonverbal Communication, Older Workers, Orienting New Employees, Performance Appraisals, Quality Circles, sexual Harassment, Team Building, and Turnover. Available through the OCCC Library.
Employee Manual Maker
The instant personnel handbook with 110+ policies and 30+ benefits already typed and formatted on a computer disk. If you don't have an Employee Manual, here's a great place to start. Tailor-make your employee manual with this software by JIAN. Topics such as Jury Duty, Performance Reviews, Holiday Policies, Military Leave, Disability Insurance, and Educational Leave are just a sample of the areas covered. Available through the OCCC Library.
How to Grow People Into Self-Starters
This 12-tape audiotape series, by the Nightingale-Conant Corporation, contains a great deal of useful information on what motivates individual workers and how to accelerate that motivation. Presented by Dr. Thomas Connellan, director of the Achievement Institute, these tapes are based on results-oriented research in the field of human productivity. Although many of the examples used are from large corporations, the principles of employee motivation are applicable in any business setting. Available through the OCCC Library.
"So much of what we call management consists in making it difficult for people to work."
Peter Drucker
BILL BOARDS
A Great Way To Advertise?An Open Proposal
After Bob Borndach of Woodale, Illinois, used a billboard reading, "TERI, PLEASE MARRY ME! LOVE, BOB" to propose marriage to Teri Unger, ten women named Teri called the billboard company. "One was in a total panic because she was dating two Bobs," said a company employee. - The New Republic
The Customer Is Always Right?
Then there was the customer who received this notice: "Sorry, we cannot fill your order until your previous order is paid in full. "
He sent a reply: "Cancel my order. I can't wait that long."
Signs of the Times
Baker "Get Your Buns in Here"
Electrician's Truck "Let us Remove Your Shorts"
Plumber's Truck "A Flush Beats a Full House"
Optometrist's Office "If You Don't See What You're Looking for, You've Come to the Right Place"
Taxidermist "We Really Know our Stuff"
Podiatrist "Time Wounds All Heels"
Car Dealership "The Best Way to Get Back on Your Feet- Miss a Car Payment"
Muffler Shop "No Appointment Necessary -We'll Hear You Coming"
Hotel "HELP WANTED - We Need Inn-experienced People"
Veterinarian's Waiting Room "Back in 5 Minutes, Sit! Stay!"
Beauty Shop "Dye Now"
Computer Store "Out for a Quick Byte"
Funeral Home "Drive Carefully, We'll Wait"
Restaurant "Don't Stand There and Be Hungry - Come In and Get Fed Up"
Garbage Truck "We've Got What It Takes to Take What You've Got"
Dry Cleaner's Window "Drop Your Pants Here"
Butcher's Window "Pleased to Meat You"
Teach and You Shall Learn
When it comes to retaining knowledge what do you think is the best way for an employee to learn? Maybe it's to teach another fellow worker?
In ascending order we tend to retain:
10% of that which is heard.
15% of that which is seen.
20% of that which is seen and heard.
40% of that which is discussed with other people.
80% of that which stems directly from experience.
90% of that which is taught to others.
- Bits & Pieces
Do Your Employees Like What They Do?
A survey of 5,500 new college grads said that "enjoying what they do" was most important to them in a job. Next came "opportunity to use skills/abilities" followed by "opportunity for personal development." Benefits ranked No. 5 and "lots of money"was in 9th place in the study by the National Association of Colleges and Employers.
- Personnel Journal
Job Interview Tip
READ resumes backwards. If a job applicant has anything undesirable in their history, they will most likely bury it at the end of their resume. So start reading at the end; you may uncover negatives sooner and save yourself time and a needless interview.
The Working Communicator
Robert Anthony lives in Yachats and is the owner of Lunar Sea Products. 888-547-4794
I started Luna Sea Products in 1995 after commercial fishing for 17 years. I had made deliveries to fish plants, and watched the world market flood with pen-raised and farmed fish. The result was the plummeting of prices for wild Chinook salmon to all fishermen, including me.
That same year I began to have my salmon custom-smoked, adding value to already superior-quality, fresh wild fish. The follwing year I expanded my product line to include gourmet canned salmon and albacore tuna seasoned in various zesty and herb blends. These products were marketed and sold through the mail. At this point I realized I was no longer just a fisherman. It became increasingly clear that I was a businessman and with that was also a marketer, bookkeeper, advertiser, writer, product promoter, and public relations person. I realized that I needed to learn some business skills, so I contacted the OCCC Small Business Development Center.
I enrolled in the SBM Program fall term, 1996 and now I'm learning to pull this new component of my business together. I'm identifying my market channels and learning other skills associated with vertical marketing. I've also entered a Quickbooks Pro course and am developing an understanding for break-even analysis, margins, spreadsheets, financial statements and more.
With support and encouragement from the SBM Program, I'm now getting more of my products into the marketplace. I've displayed at Newport's Seafood and Wine Festival, various holiday market shows around Oregon, and most recently, at the Las Vegas Food Trade Show. Making quality fish available to an ever-expanding market is may goal and that's what's happening inside my business now.
We would like to recognize the first sponsors of our 1998 PRIME Symposium training series. These Lincoln County businesses have purchased a minimum of one $1,000 Group Rate Season Ticket Package. It's because of the support of businesses like these that we are able to offer these first-class training events in our area.
Bryan Fitzsimmons, CPA
The Bank of Newport
Inn at Spanish Head
Georgia Pacific
Salishan Lodge
Inn at Otter Crest
January 1998 (Vol. 3, No. 1) Issue Contents:
HOW can any business owner or manager expect to keep up with all the information needed to run a successful business today? It's difficult enough to keep on top of the latest developments within your own trade association, let alone know all the other issues that could affect your business in either a positive or negative way. The simple answer is training and education. But who has the time and resources to keep up on all the latest trends and topics of the ever-changing business world? We don't claim to have the entire answer, but we think we may have part of it. The PRIME Symposiums concept is one way for Lincoln County business owners and managers to keep informed of current topics, led by top-quality trainers, at greatly reduced costs, and delivered to us in our own backyard.
PRIME Symposiums is based on a simple concept. Why spend a great deal of time and money to attend out-of-town seminars, when we could join together and bring the same speakers to Lincoln County at a fraction of the cost? By combining our resources, we can bring leading authorities from across the nation to this area to address current topics such as: Emerging Technologies, Employee Motivation, Workplace Creativity, The Future, Team Building, New Leadership Styles, and Marketing Trends, to name just a few.
Starting January, the OCCC Small Business Development Center will be selling "season tickets" for the 1998 PRIME Symposium series. We plan to host a minimum of four topics this year, one during each quarter, with the first symposium being held in March. The cost of a 1998 PRIME Symposium Season Ticket is $245. (If seating is still available, an individual ticket can be purchased at the door for $195 per single event.) We can sell only 300 season tickets on a first-come, first-served basis. Each symposium will be held at a location within Lincoln County; it is anticipated the length of each seminar will be from 4-6 hours.
PRIME is an acronym for Professional, Re-energizing, Informative, Motivational Experience. It is our goal to provide speakers and topics that not only inform, but inspire participants to action. It is also our desire to offer Continuing Education Units (CEU's) for our training events, so various professional fields can receive approved credits for their participation.
If you would like to receive an Application/Topic Survey Form
for 1998 PRIME Symposium Season Tickets, contact the SBDC office
at 765-2515. Join together and help make this plan a reality.
Business and the Internet: Are You Ready?
by Mike Lehman - West Coast Net, Inc.
According to Dataquest Inc., a research group in San Jose, Internet connections increased by 71 percent worldwide this past year. About 82 million personal computers were connected by the end of 1997 and that number is projected to increase to 268 million by 2001. Of the 82 million computers connected at the end of last year, businesses made up 61 percent and consumers 39 percent.
Do businesses make money on the Internet? "A total value of goods and services purchased via the World Wide Web will surpass $10 billion in 1997. Nearly one million commerce transactions take place daily," says International Data Corporation.
From these statistics, it is obvious that businesses can make money using the Internet, and future projections are that they will continue to grow. But not all businesses currently on the Internet make money. In fact, most use the Internet simply as a way to promote themselves. Creating your own Web page (or electronic advertisement) is the first step to creating a virtual business.
The question small business owners should ask is: "Can I save money using the Internet?" The immediate answer is a resounding "yes"! Above all, the Internet is a great way to cut costs: communications (e-mail), printing, recruiting, and advertising. There is no better way to make so much information available to so many people so cheaply.
You wouldn't think about being in business today without a
telephone. A few years ago the purchase of a FAX machine was a
major consideration, now it is just a normal business expense.
In the near future, business owners will think the same way about
the Internet. Check it out for yourself. Visit a local Internet
service provider in your area.
Compass (503) 229-5133 Modem: 563-6500 (Npt) ; 996-9482 (LC) http://www.orednet.org
Fireburner (541) 336-1028 Modem: 336-4538 http://www.fbo.com
Netbridge (541)265-5300 http://www.netbridge.net
Newport Internet (541) 265-3596 http://www.newportnet.com
Pacific Online Access (541) 265-4788 http://www.pacificonline.net
Pioneer Net (800) 731-4871 http://www.pioneer.net
Teleport (503) 223-0076 ; Modem: 265-9669 (NPT) http://www.teleport.com
West Coast Net (541) 996-9700 http://www.wcn.net
Topic | Date | Location | Fee
Entrepreneurship 1/13/98 Lincoln City $ 95
Marketing Magic 1/14/98 Lincoln City $ 95
Doing Business in Lincoln County 1/19/98 Waldport $ 20
QuickBooks for Business: (Full Package) 1/20/98 Lincoln City $150
The "Almost" Complete Payroll Workshop 1/22/98 Lincoln City $ 35
QuickBooks for Business: (Open Computer Lab) 1/29/98 Lincoln City $ 10
Your Personal Business Health Check-Up 2/05/98 Newport $ 50
Marketing with Graphics & Copy That Sell 2/10/98 Lincoln City` $ 25
Desktop Publishing 2/18/98 Lincoln City $100
Doing Business in Lincoln County 2/19/98 Newport $ 20
QuickBooks for Business: (Open Computer Lab) 2/26/98 Lincoln City $ 10
Opening International Markets 2/27/98 Lincoln City $ 10
Basic Internet for Business 3/12/98 Newport $ 20
Doing Business in Lincoln County 3/17/98 Lincoln City $ 20
QuickBooks for Business: (Open Computer Lab) 3/26/98 Lincoln City $ 10
How the Oregon Marketplace Can Help Your Business 3/27/98 Lincoln City $ 10
Marketing Magic:Secrets to Finding and Keeping Customers
IF you don't have customers...you don't have a business, (or you won't have one for long). Marketing is what brings in customers, but good marketing doesn't just happen by itself. It takes planning. Our 10-week course, Marketing Magic: Secrets to Finding and Keeping Customers, will help you develop that plan.
Strategizing, image, competition, positioning, psychology, advertising, intelligence gathering, public relations, pricing, sales, budgeting, and working with consultants are among the topics to be covered in this comprehensive course.
The time to plan is now! Help your business succeed. The fee is $95 and includes a $20 workbook entitled Your Marketing Plan. The first class begins 6:30 p.m., Wednesday, January 14, at Taft High School (Room 24) in Lincoln City. Please pre-register. The course is limited to 25 people.
Entrepreneurship: Planning for Your Business Success
DID you know only 20% of start-up businesses survive their first five years of operation? Did you also know that lack of planning is the main reason for most business failures? If you're thinking about starting, or have already started, a new business and want to improve your chances for success, we can help.
Our 10-week Entrepreneurship course is designed for individuals at the pre-venture stage (those who are thinking about starting a business). This course is also helpful to newly-established businesses as well as established ones contemplating a new course or creating a new niche.
The course will help you:
Desktop Publishing
Your business concept will be analyzed and evaluated for its success potential. You will receive help in matching your personal and professional goals. You will craft a framework for your own unique business plan. Finally, you will receive the excellent NxLeveL curriculum materials (valued at $50) as part of your total $95 fee.
This class will meet Tuesday evenings from 6:30 to 9:30 at
OCCC in Lincoln City beginning January 13. (Spouses and/or business
partners may attend free, but must pre-register.) Sign up by January
9 at any OCCC campus. For further information, call 765-2515
Desktop Publishing
ARE you publishing your own in-house flyers, brochures, or newsletters? Are you thinking about doing it? If so, why not use Microsoft Publisher 97, one of the best desktop publishing software programs on the market today?
This 5-week course is designed for those using Microsoft Windows 95 and will utilize MS Publisher 97, MS Word 6.0, and MS Draw and Paint. Instructor Dave Sheridan will familiarize both beginning and intermediate students with these software programs. You will learn how to do design and layout work and create your own publications.
This course begins Wednesday, February 18, from 6:30 to 9:30 p.m., at the OCCC computer lab in Lincoln City. The fee is $100. Please pre-register by Friday, February 13. Class size is limited to 16 participants.
QuickBooks for Business:
Our nine-week QuickBooks for Business course was filled to capacity last term, so we are offering it again beginning January 20. QuickBooks is an easy-to-use, complete accounting system for small businesses. It has become the "software of choice" for many business owners. This course is designed to acquaint you with the scope of capabilities of QuickBooks Pro 5.0 from getting started to completing your payroll.
Pattee Balano will teach this class in Lincoln City at the OCCC computer lab Tuesday evenings from 6:30 to 9:30. The fee, which includes a comprehensive Student Guide Booklet with lessons and a student exercise disk, is $150.
You'll learn the software and business terms needed, how to set up a company, enter inventory, create and print invoices and statements. We'll also cover forms, reports, billings, job costing, payroll, and graphs. Please call 765-2515 if you have questions. Be sure to sign up by January 16. Enrollment is limited to 16 students on a
Marketing With Graphics and Copy that Sell
Limited marketing budget? Creating your own print materials? Need a new image? Not sure what you're doing? Join us on Tuesday evening, February 10, from 6:30 to 9:30, for Marketing with Graphics and Copy that Sell.
Learn the psychology of color, unbreakable design rules, and the top ten action words that draw in sales! Understand how to discriminate between good and bad graphic design and find out how it affects your business image.
Instructor Diana Martin, owner of Coast Arts & Graphic Design, has more than 15 years of experience as a graphic artist. Bring samples of your logo and printed materials for her professional evaluation and critique.
The class will be at Taft High School (Room 29) in Lincoln
City and costs $25. Please enroll by February 6; registration
is limited to 25 people.
QuickBooks for Business Labs
Need help with any of your QuickBooks or Quicken software questions? Bring your own disk to one of our Thursday morning QuickBooks for Business open labs. At the OCCC Computer Lab in Lincoln City these $10 sessions will be held from 10:00 a.m. to noon. Pre-registration is required and seating is limited to 6 participants at each session. The labs will be held on January 29, February 26, and March 26. You may register for any of these QuickBooks labs at any OCCC site.
The (Almost) Complete Payroll Workshop
What kinds of quarterly and annual payroll reports do the State of Oregon and the IRS require? How can you determine if a person qualifies as an employee or an independent contractor? What payroll changes should you look for in 1998? These are some of the questions that will be covered during our 3-hour workshop to be held Thursday, January 22, from 6:30 to 9:30p.m.
Led by Kathy Gordon-Brooks, this class will review calculating paychecks for minimum wage, overtime, fringe benefits, and other withholdings. You will learn how to spot and avoid problems.
Your $35 fee includes a comprehensive information packet. Pre-register by January 19 at any OCCC campus or call 765-2515 with questions.
Basic Internet for Business
EVER thought of advertising on the Internet? Want to learn how the Internet can help you earn or save money? This $20 class will help you answer those questions and more. This workshop is designed for business owners who have no experience with the Internet, but would like to explore its potential. Instructor Ernie Brown will teach you the basic techniques and tools you'll need to access the World Wide Web, send and receive e-mail messages, protect your communications, and understand the role of Internet service providers. In addition, you will receive a comprehensive resource guide.
This three-hour class will be held Thursday, March 12, from 6:30 to 9:30 p.m., at the OCCC Computer Lab in Newport. Please pre-register by March 9 at any OCCC campus. Class registration is limited to 25 participants.
Opening International Markets : Individualized One-Hour Counseling Sessions
Explore the potential of international markets with Tom Niland,
director of the Small Business International Trade Program. Tom
will be available for six (6) individual counseling sessions on
Friday, February 27. Meetings will be from 8:30 a.m. to 4:30 p.m.
at OCCC's Lincoln City Campus (Conference Room). Register early.
These spots won't last! During registration, you will be asked
to complete a short inquiry form so an information packet can
be tailored to your specific needs. The registration cost is $10
per session.
WE want to develop a list of people in Lincoln County who have special computer-related skills. For instance, if you have a unique talent for teaching QuickBooks to clients on a one-to-one basis, we want to know. Maybe you can develop Web pages for small business owners. If you install hardware, or know how to tie an office computer network together, we would like to add your name to our list.
Our office is compiling a list of freelance computer/software specialists (one-person businesses) that we can use as referrals. We can help get the name of your business out to prospective customers if you simply call us at 765-2515.
Why not start your year off with a health check-up...a business health checkup? Just as people need annual health check-ups and cars need periodic tune-ups, businesses can also benefit from an annual professional analysis. The Business Health Check-Up is like a "class of one" that involves a 2 hour interview. Based on the Business Life Cycle Development Model, SBM Program Director Ron Spisso will ask 200+ questions to help determine your business's stage of growth and its strengths and weaknesses. All information will be held strictly confidential.
Like any good health doctor, after "Dr. Ron" has diagnosed your business, he will prescribe training and resources to help you improve it. You'll learn warning signs to watch for as your business moves into its next stage of growth.
Dr. Ron has been known to make house calls, but on February 5, from 8:30 a.m. to 5:00 p.m., he will be in his Newport office. If you would like an appointment, register soon. Participants for this day are limited to only three businesses.
HAVE you heard of the Oregon Marketplace? It's an organization that helps Oregon businesses market their products to other businesses both inside and outside our state.
If you:
then you should schedule an hour to meet with Virginia Ross, program manager of the Oregon Marketplace. She will be available for six (6) counseling sessions (1-hour each) from 8:30 a.m. to 4:30 p.m. on March 27. Early registration is required due to the limited number of spaces available. When you register, you will be asked to complete a short inquiry form so an information packet can be tailored for your individual needs.
Don't Let this Happen to You: Common Customer Service Mistakes
The most costly business mistakes can happen in only four to six seconds after meeting a new business contact. Here are five forbidden phrases you don't want to use when talking to a customer:
Forbidden Phrase #1: I don't know. There is no need to ever utter these words. If you don't know, find out. Usually, there isn't a thing you can't find out, outside of sensitive and financial information. Instead, say: "Gee, that's a good question. Let me check and find out."
Forbidden Phrase #2: We can't do that. This one is guaranteed to get your customer's blood boiling. Instead, say: "Boy, that's a tough one. Let's see what we can do." Then find an alternative solution.
Forbidden Phrase #3: You'll have to. Wrong. The only things that a caller has to do are die and pay taxes. Instead, use phrases such as "You'll need to" or "Here's how we can help with that" or "The next time that happens, here's what you can do."
Forbidden Phrase #4: Hang on a second, I'll be right back. If you've ever said that to a caller, you've lied. Not a big lie, but nevertheless an unnecessary lie. Instead, watch what happens when you tell the truth. "It may take me two or three minutes to get that information. Are you able to hold while I check?"
Forbidden Phrase #5: "No" at the beginning of a sentence. The word "no" is useless and conveys total rejection. Most sentences are grammatically correct without the word. Instead: Turn every answer into a positive response. "We aren't able to refund your money, but we can replace the product at no charge."
Reprinted from The Working Communicator
Questionnaires have been mailed, and handed out at random to Lincoln County business owners since late November. If you have not received one, but would like to participate in our survey, please contact us. Our Center and the Economic Development Alliance of Lincoln County (EDALC) are jointly conducting this assessment. We are interested in learning what your training needs are, as well as what you think about specific economic development conditions. All information gathered will be held in strict confidence and the aggregate results of our findings will be released to the public as soon as they are summarized. Give us a call at 765-2515, and we will send you a survey with a self-addressed, stamped envelope for your convenience.
All the resources mentioned in LINC-BIZ can be accessed through Lincoln County libraries that are part of the Coastal Resource Sharing Network.
Webonomics : Nine Essential Principles for Growing Your Business on the World Wide Web
This 244-page book, written by Evan I. Schwartz, says, "While almost everyone agrees that the Web provides excellent marketing opportunities, many businesses don't know how to use it effectively." The new Web economy mirrors the traditional economy in some ways, but also exhibits entirely unique properties. Using case studies, the author documents failures and successes from various sized businesses that sell goods, services, and ideas over the World Wide Web. Available through the Driftwood Library, in Lincoln City.
The Elements of Grammar -The complete, authoritative guide to good grammar
This book, written by Margaret Shertzer, is a 168-page informative guide to improving your business grammar. It covers basic rules of grammar and usage, along with invaluable tips about how to implement these rules in everyday writing. This book is available through the OCCC Library. We also have a few extra copies, available for $7, at the OCCC Bookstore in Newport.
How To Say It
If you have a difficult time putting your thoughts into words, this book can help. This 433 page book has a sample letter for every occasion. Letters for sales, sympathy, apologies, complaints, fund-raising, invitations, disagreements, instruction, and contracts are only a few of the 40 topics included. It also contains other useful information, such as tips on writing and what not to say. Available through the SBDC office.
Creating the Virtual Store
"Having a Web site or a store on an on-line service is by no means synonymous with generating revenues in the virtual world." This quote by Magdalena Yesel, author of this 364-page book, helps you take your Web site from browsing to buying. In eight chapters Yesel covers introducing, planning, designing, advertising, and accepting virtual payments. Virtual legality and preparing for the future are also covered. This book should be read by anyone planning to be, or already online with their own Web page. Available through the Newport Library.
Is a Spell Checker All You Knead?
The following poem is a witty reminder of how computer "Spell Checker" programs are not infallible. Don't let them fool you!
SPELLBOUND
I have a spelling checker,
It came with my P.C.;
It plainly marks four my revue
Mistakes eye cannot sea.
I've run this poem threw it,
I'm sure your pleased to no.
Its letter perfect in it's weigh,
my checker tolled me sew!
About Time Management: 15 Well-Used Minutes
Be smart about managing your time by breaking your workday into small increments.
Consider a unit of 15 minutes. Most people think nothing of squandering 15 minutes. Yet it adds up to 1 percent of your day, 3 percent of a typical workday. Do the math to put a dollar value on 15 minutes of your time on the job. Then consider how you might wisely use 15 minutes. For instance:
Reprinted from The Working Communicator
"I try to take one day at a time, but some times several
days attack me at once."
Ashleigh Brilliant
"Outside of traffic, there is nothing that has held this country back as much as committees."
Will Rogers
"The reason worry kills more people than work is that more people worry than work."
Robert Frost
"He who has never made a mistake is one who never does anything."
Theodore Roosevelt
THE Radio Shack franchise for Lincoln City was purchased by Bruce Polvi in August, 1990. It started in a 1,000 square foot building. One year later, Bruce and his grandparents purchased what is now the Mid City Plaza and moved the Radio Shack to the new location at 800 S.E. Highway 101. This move increased the store's capacity by three times. In 1994, the Radio Shack moved again, this time up to the second level of the Mid City Plaza to its present 8,000 square feet. This makes it the largest electronics store on the Oregon Coast. Bruce added the name "The Electronic Superstore" to the operation to let consumers know it now sells much more than Radio Shack products. Lines such as Pioneer, Motorola, Sony, Magnavox, JVC, Hitachi, and many others are part of his total product offerings. In 1994, The Electronic Superstore won two prestigious awards: the Cellular One's "Dealer of the Year Award" and the highest honor for a Radio Shack franchise:"The Top Gun Award." During the previous year Bruce was recognized by the Lincoln City Chamber of Commerce as "Business Leader of the Year" for his work on the Mid City Plaza and Radio Shack.
"It has been over a year since I met Ron Spisso. My involvement
with the Small Business Development Center (SBDC) has helped me
in several aspects of my business. The classes offer an exchange
of ideas with other Lincoln County business owners. The speakers
provide valuable information on a wide variety of topics. I found
the presentations on taxes and employment law especially important.
Ron has often found resources of information that I requested.
One of Ron's best talents is to help me observe the bigger picture
as a business owner. It is easy to fall into the habit of working
on small details of your business, but it takes work to step back
and take an unbiased look at the 'whole picture.' My long term
goals have much more clarity due to my involvement with the SBDC.
I always look forward to Ron's visits and classes. I strongly
recommend this program to any business owner in Lincoln County."
Thank You!
West Coast Net Inc., a local Internet access provider located in Lincoln City, is the sponsor of our winter 1998 issue of LINC-BIZ. They serve communities as far south as Newport, and as far north as Beaver in Tillamook County. Mike Lehman, West Coast Net owner, has also contributed an Internet-related article on the following page. It is through the sponsorship of local businesses like West Coast Net that this publication is made possible. Thanks again.
Like Our New Logo?
Thanks to Diana Martin (see article to the right), our SBDC has its own logo. We asked for something with a "coastal theme" and she delivered. Thanks, Diana!