Tag Archives: Business

Marketing Tips

I run successful businesses and the following is a ‘check list’ of my approach to marketing with a view to developing and continuously improving these businesses.

The focus is always to:

Attract more new customers

Increase the average sales amount

Make my customers buy from me more often

Keep my customers for life

In developing a marketing plan I:

Understand my market and competition

Understand my customer

Pick a niche

Develop my marketing message

Determine my marketing medium(s)

Set sales and marketing goals

Develop my marketing budget

To attract customer referrals I:

Give excellent customer service

Add value to customer requirements

Resolve customer complaints promptly

Introduce business to my customer, whenever possible

Seek out their business associates

Get to know their interests and family

Whenever possible I exceed customer expectations by:

Confessing to non-critical flaws

Apologising for my mistakes

Offering free /discounted services or advice guides

Keeping them informed at all stages

Recognising them (and their family) in public

Giving them a small gift of appreciation

Contacting them periodically for feed-back

CUSTOMER SERVICE : Service With A Smile

You’ve heard it said before, it takes more muscles to frown than it takes to smile, but do we?

No, not often enough is the answer! And that’s bad for business.

I know the weather’s lousy most of the time and we’re susceptible to SAD (Seasonal Affective Disorder) over the winter months but here’s an opportunity to save energy and make you feel good about yourself – SMILE.

It will also make your customers feel good about you.

It’s really important to make customers feel welcome, especially on the first encounter. As we all know people buy from people and the better that personal interaction is the more likely customers are to buy from you, rather than a competitor.

However, you also need to give customers some space – don’t harrass them. How many times have you walked into a shop and had a sales assistant accost you before you’ve cleared the threshold? The converse, ignoring you completely, is equally commonplace and wrong.

In the past few weeks I’ve encountered the very best and worse in customer service.

The best was with a sales assitant called Kat (she wore a name badge – another good idea) in Harveys, Inverness. My wife and I were in to buy a couple of recliner armchairs. Kat approached us, after we were well inside the shop, to enquire what we were looking for and pointed us in the direction of appropriate items on display. She then left us to try them out, before returning to enquire how she could help us. We went through all the options, discussed price and proceeded to make a purchase. Not only was she very pleasant, she was also very knowledgable – clearly very well trained.

A few days later I had the misfortune to call into the Spar shop in Carrbridge to buy some bits for lunch. Two young sales assistants were in attendance, but neither smiled nor spoke, even the one who took my money. Albeit, they seemed to have no difficulty speaking to each other whilst I was there. It is difficult to recall an instance when I felt more of a nuisance, whilst parting with my hard earnt cash. Clearly, a training issue there.

Interestingly, Kat isn’t British! Is that a coincidence, I wonder?

BUSINESS START-UP : CHECK LIST

I am assuming you have already decided on your business format and if you haven’t there is loads of advice to be had online (see links at end). So, you are ready and raring to go. However, as a permanent reminder, here is a check list of the issues you should have dealt with:

The legal structure of your business:

Self-employed sole trader; have you:

§ Registered as self-employed with HM Revenue & Customs?
§ Obtained any permits and planning permission that you may need from your local authority?
§ Found out from your local authority whether you need to pay business rates?
§ Contacted HM Revenue & Customs
§ Set up a record-keeping (filing) system?
§ Set up a basic profit and loss account?
§ Identified the National Insurance contributions you must pay?

Private limited company; have you also:

§ Clearly displayed its name on the outside of the office (or your home)?
§ Ensured its name is clearly displayed on all its business stationery, including letters, invoices, receipts and cheques?
§ Ensured its place of registration, registered number and registered office address are clearly displayed on all its business letters and order forms?
§ Completed and signed all the necessary registration documents and forms and returned them to the Registrar of Companies?
§ Received confirmation (Certificate of Incorporation) from the Registrar of Companies that your application for limited company status has been successful? The company comes into existence when the Registrar of Companies issues a Certificate of Incorporation.
§ Contacted HM Revenue & Customs?

Whether you are to be a sole trader or private limited company, have you:

Appointed an accountant?

Appointed a solicitor, if required?

Registered with the Information Commissioner’s Office (Data Protection)?

Registered with the Health & Safety Executive?

Useful Internet Resources

Companies House – http://www.companieshouse.gov.uk
Directgov – http://www.direct.gov.uk
Small Business Service – http://www.sbs.gov.uk
Achieving Best Practise – http://www2.dti.gov.uk
http://www.businesslink.gov.uk
Business Advice (Wales) – http://www.businesseye.org.uk
Business Advice (Scotland) – http://www.bgateway.com
Business Advice (Northern Ireland) – http://www.investni.com
Information Commissioner’s Office (Data Protection) – http://www.informationcommissioner.gov.uk
HM Revenue & Customs – http://www.hmrc.gov.uk
Health & Safety Executive – http://www.hse.gov.uk
Federation of Small Businesses – http://www.fsb.org.uk
Royal Bank of Scotland (Small Business Service) – http://www.rbs.co.uk/Small_Business
Cobweb Business Information – http://www.cobwebinfo.com
Microsoft Business Centre – http://www.bcentral.co.uk
Thomson Directories (Mailing Lists) – http://www.businesssearch.co.uk
Google Internet Search Engine – http://www.google.co.uk

GUIDANCE FOR SELF-BUILDERS CONCERNING STRUCTURAL COMPLIANCE

Peter Body MRICS FCIOB

Introduction

I have prepared this guidance on the basis of misconceptions / mistakes encountered on projects I have supervised for certification purposes. It supposes the house is to be of timber frame construction and is to be built on a separate trades basis, where you must assume full responsibility for the project.

Before starting work on site I strongly advise you to visit the Health & Safety Executive’s website at http://www.hse.gov.uk/construction/information.htm#guide and, in particular, study their free leaflet ’The Absolutely Essential Health & Safety Toolkit’. Self-builders often try to save money by taking short-cuts with health and safety – this is generally false economy and could result in you either incurring a hefty fine or, worse, causing injury or death. It is simply not worth it.

Most importantly, you must ensure a professionally erected scaffold is provided around the entire house, prior to the kit being erected. Also, that this scaffold is maintained and adapted (if necessary) to provide safe access and working conditions for following trades. In particular, ensure you provide adequate roof edge protection. In addition, catch nets or air bags need to be provided within the house.

Furthermore, if you haven’t been there already, I recommend you visit what is probably the foremost self-builder website at http://www.buildstore.co.uk/ where you will find a wealth of information.

Finally, make sure you are working from the latest set of drawings and that all trades are working with the same information. Always adopt the specification and details shown on the drawings – this is what has been approved by building control. If you want to change anything you must consult the building inspector (and me) before proceeding.

Foundations

Wherever possible, I recommend the house be constructed on a level site – even if this means cutting away ground before you start. Not only will this make the construction process easier, it will also save money by eliminating excessive underbuilding. In most cases the completed house will look more balanced and the step in ground level can provide an added landscape feature.

All excavations must be taken down to hard ground – clay (hard pan) or rock. Soft spots must be dug out and filled with concrete. If it becomes apparent that the ground conditions are unsatisfactory you will need to engage an independent structural engineer to design a suitable foundation. Do not crash on regardless, you will only waste time and money.

The excavations must be inspected by the Building Inspector (and me), prior to the concrete foundations being poured. And, the top of the concrete in the foundations must be at least 450mm below finished ground level, to avoid frost action.

Underbuilding

It is imperative that the underbuilding is built accurately, to the dimensions stated on the foundation plan, square and plumb. It is worth checking all dimensions including diagonals to ensure they are correct, before proceeding further.

Solum

This is the concrete sub-floor you have when employing a suspended timber floor. It must not be lower than finished ground level. If the excavated formation is low the level must be made up with clean crushed stone (upfill) laid in 200mm compacted layers. It’s easier doing this at the outset than trying to save costs and then having to barrow it in when the kit has been erected!

Concrete Floor

It is not permissible to employ a ground bearing, solid concrete, floor construction where the upfill will exceed 600mm deep. In such circumstances you must employ a suspended floor of either precast concrete beam and block or timber construction.

Timber Frame Kit

If the kit is to be erected by someone other than the kit manufacturer, ensure they read the erection manual form cover to cover, before they start. Joiners often assume they know what they are doing and this can be a costly mistake!

The kit must sit square and level on the underbuilding. You are not allowed to pack up any part of the kit, off the underbuilding, by more than 10mm. Similarly, the kit may not overhang the underbuilding by more than 10mm. Do not let the joiners crash on regardless if it becomes apparent these allowances will be exceeded.
Such issues must be resolved before work proceeds if you wish to avoid wasting time and money.

Internal load-bearing partitions must be erected at the same time as the external wall panels.

External Block Walling

Any damaged breather paper (on the external face of the kit) must be repaired and the timber frame kit holding down straps, fire stops and damp-proof courses fitted before any walling is built. The holding down straps are galvanized and must be fixed with galvanized nails.

A minimum cavity width of 50mm must be maintained between the outside face of the kit and the inside face of the walling. The stainless steel wall ties must be positioned so as to provide a slight downward slope towards the external walling and kept clear of any mortar droppings which might bridge the cavity. Ties must be nailed to timber studs at maximum 600mm centres horizontally and 450mm centres vertically; ties must be provided between every course of blockwork to the sides of external door and window openings.

Expansion joints must be provided in the external walling at a maximum 6m centres, positioned between openings. Details of a typical joint should be shown either on the drawings or in the erection manual. It is essential that a strip of 10mm bituminous fibreboard be built-in between the blockwork, as it is being built.

External walling must not be built up to the underside of the eaves soffit until the roof tiles or slates have (at least) been loaded on the roof – the weight of the roof covering will cause the kit to compress. As an added precaution the top of the walling and the underside of the eaves soffit. Failure to do this may result in distortion of both the eaves soffit and fascia.

Staggers & Projections

Where a building staggers (or steps) or a porch or bay window, for example, projects off the main wall of the building, it is possible to encounter the situation where a roof abuts the outside wall. It is necessary to provide both a cavity tray damp-proof course and lead flashing at this point.

It is a common mistake to omit the cavity tray and this will result in latent defects. It is, therefore, imperative you ensure the cavity tray is built in as the blockwork progresses, it is not easily ‘inserted’ afterwards. Also, you must ensure the back (top) edge of the cavity tray is fitted up behind the kit breather membrane, not nailed on the face.

Slim (joint) vents must be built into the external walling above the bottom (front) edge of the cavity tray. The cavity tray is positioned directly above the lead flashing and follows the same line as the flashing.

Roof Tiling

This must be executed strictly in accordance with the manufacturers instructions. Ensure you have obtained and read a copy before proceeding. In Caithness, the lap of one course of tiles, over the course below, must be a minimum of 75mm and the closer to 100mm the better. Also, all tiles must be clipped and double nailed.

External Render

This must contain sufficient water-proofer, as recommended in the manufacturer’s written instructions.

Although not imperative, I strongly recommend the use of metal render beads to form the bellcast, at all external corners and to eaves and verges. This not only gives a better finish but also reduces the possibility of the render being damaged or failing at these critical points. Render stop beads used up against windows, doors and expansion joints will ensure clean lines and provide the best possible receptor for the silicone pointing.