Satisfaction vs Loyalty: How to turn customers into promoters

Maybe you’ve heard the value of word-of-mouth advertising; according to Nielsen ratings, 92% of consumers trust their friends’ and family’s recommendation over traditional advertising. That doesn’t mean you can simply sit back and assume that the quality of your product is so much better than your competition’s that customers will be raving about it to their friends without any extra effort on your part.

We want you to get the answers you need to the questions that will grow your business. How can you turn satisfied customers into loyal repeat visitors? How can you get customers to become promoters, so impressed with their experience with your product or service that they can’t wait to tell everyone they know? The answer is a little trick called customer engagement.

Increasing Customer Engagement

For hospitality businesses like hotels and sit-down restaurants, it’s easier to craft a lasting user experience because your guests spend more time in your establishment. For people who own retail stores and quick-service restaurants, however, it’s a little more complicated.

Your customers only spend a little time interacting with your business, no more or less than they do with your competitors, so customer engagement turns into a war for the attention of patrons whose time in your location is fleeting at best. It’s one thing to make a purchase that you’re satisfied with — it’s a whole other ballpark when trying to create a lasting impression.

That’s why customer experience matters so much. And for businesses that don’t have the advantage of having their customers’ full attention, creativity is key to creating a lasting experience without actually getting to spend significant time with the customer in question.

How Much Does User Experience Matter?

This theory is far from unfounded. According to a study from the White House Office of Consumer Affairs, 80% of consumers said they would pay more for a better experience. This means engaging with customers in and outside of your brick & mortar establishment, creating a friendly interaction between your brand and your customers.

Take Chik-fil-A, for example. When the chicken chain first opened, the founder had a firm idea of what he wanted the experience of the restaurant’s guests to be. Every cashier says something like “my pleasure” or “have a nice day”. People crave this type of friendly encounter with customer service pros and will go out of their way to get it.

But what about when customers aren’t in the physical confines of your store? Then it pays to use digital marketing tactics that give your brand a personality. Make sure your company twitter account is interacting with people in a positive way, whether you’re responding to requests or complaints or simply about promotions your business is running. Personalize your emails with a survey that shows that your brand truly wants to get to know the customer and their tastes.

The Bottom Line

When you become more than just a faceless brand, and something like a helpful companion, dare we say even a friend, to your customers, that’s when they’ll be inclined to recommend you to their peers, friends, and family. That’s the process of turning a customer into a loyal promoter.

State House News Service Weekly Roundup: Friends in High Places

Article Source: State House News Service
Article By: Matt Murphy

Friends in High Places

JAN. 22, 2021…..After four years of watching Donald Trump govern by tweet, President Joe Biden took to the medium from which Trump is now banned on Wednesday morning with a message of his own.

“It’s a new day in America,” Biden tweeted.

He was right, of course. Biden was about to institute a mask mandate on federal property, order the United States back into the Paris climate accord and stop building a wall along the border with Mexico.

But the inauguration of Joseph Robinette Biden as the 46th president of the United States also ensured that it will soon be a new day in Massachusetts, with state-federal relations about to undergo a complete reset.

Baker often said he found Trump’s Cabinet to be good to work with, even if he didn’t agree with the man in the Oval Office. But the upper echelons of the Centers for the Disease Control, the U.S. Department of Labor, the U.S. Department of Commerce and the Federal Highway Administration will now be stocked with true F.O.C. — Friends of Charlie.

The development at Highway came to light this week in an announcement Baker described as “bittersweet.” After a six-year stretch that started with the “Snowpocalypse” of 2015 and will end with a round of pandemic service cuts at the MBTA, Transportation Secretary Stephanie Pollack is trading Baker for Biden.

Pollack will begin work next week as deputy administrator of the Federal Highway Administration. The governor tapped Registrar of Motor Vehicles Jamey Tesler to fill Pollack’s shoes temporarily.

When she was chosen by Baker at the start of his first term, Pollack was one of the most high-profile examples of what would become Baker’s bipartisan approach to governing — a Democrat most closely identified with her work at the Conservation Law Foundation to extract transit concessions from the state to mitigate the impacts of the Big Dig.

She leaves as the face of Baker’s transportation legacy, an unwavering ally through good times and bad.

“It just never hurts to have relationships with people in high places,” Baker said Thursday.

And he’ll have plenty of them.

As Donald Trump departed Washington, he broke from tradition once again by skipping his successor’s inauguration, and telling a small group of supporters at Andrews Air Force Base that he would be “back in some form.”

“So, have a good life. We will see you soon. Thank you. Thank you very much. Thank you very much,” Trump said, making his last public statement as president before jetting off to Florida.

The Massachusetts Republican Party responded to the occasion by thanking Trump for four years of service, while Baker waited until after Biden swore his oath of office to make his only public statement of the day — a welcome to the new administration.

Baker is hoping that with the Biden team in charge of vaccine distribution in Washington the state will get better “visibility into the pipeline” that is currently delivering about 80,000 doses a week to Massachusetts.

The latest data released by the state Thursday indicated that 359,919 doses of the 591,775 shipped to Massachusetts have been administered so far as Baker announced a series of steps this week to increase access to the vaccine. But the governor and Public Health Commissioner Monica Bharel both talked this week about it being difficult to plan for distribution when the state is only told on a week-to-week basis how much vaccine to expect.

Congregate care facilities, including prisons and shelters, began vaccinating this week, and Baker announced that as of Thursday everyone in Phase I – which newly included home-based health care and non-COVID care providers — is now eligible.

To accommodate the growing pool of vaccine-eligible residents, Baker announced while touring the mass vaccination site at Gillette Stadium that Fenway Park would open next month as the state’s second mass vaccination site, and that CVS, Walgreens and other private partners would begin to receive vaccine for distribution.

The state Public Health Council also approved pharmacy students and students training to be physician assistants to administer vaccines after they’ve been properly trained, adding to a pool of providers that already included medical and nursing students.

The push to ramp up vaccine distribution came as public health officials announced that two cases of the more contagious, and possibly more deadly, strain of the coronavirus first found in the United Kingdom had been detected in Massachusetts.

It was only a matter of time and Bharel said the safety protocols, including mask-wearing and distancing, don’t change with the new variant, but a more contagious form of the virus could eat away at the positive trend lines that prompted Baker to relax some of the post-holiday restrictions he put in place.

Baker said that since Jan. 1 new cases of COVID-19 had fallen 30 percent, the positive test rate had dropped 30 percent, and hospitalizations were down 10 percent. Those improving public health conditions were sufficient to convince him to lift the stay-at-home advisory and curfews for businesses that he put in place to protect against the post-Christmas surge.

The governor had been advising people to remain at home between 10 p.m. and 5 a.m., and in order to make that possible had told businesses like restaurants that they must shut down by 9:30 p.m. each night.

While Baker is lifting those curfews on Monday morning, he’s not adjusting the 25 percent capacity limits for most businesses, and won’t for least another couple of weeks, he said.

The week quite literally revolved around Wednesday and the activities in D.C., which turned out to be more celebratory than calamitous, which had been feared. But it was hard not to feel like the threat of more violence at state capitols kept Beacon Hill quiet this week.

Lawmakers largely stayed away, though Speaker Ron Mariano and Senate President Karen Spilka did make good Tuesday on their promise to refile the climate and emission reduction bill that Baker vetoed last week unchanged.

The big question now is when will they ask freshly sworn-in House and Senate legislators to vote on the package that was negotiated last session, and if they will entertain any changes — either ones sought by the governor or their own members – before they send it back to Baker.

While legislative Democrats plotted their next moves on climate change, Baker was preparing to give his first pandemic-era “State of the Commonwealth” address next week and to file a budget proposal for fiscal 2022.

He and Lt. Gov. Karyn Polito teased the governor’s budget with the Massachusetts Municipal Association as a spending plan that will increase unrestricted local aid by $39.5 million, or 3.5 percent, and for the first time fund the 2019 Student Opportunity Act.

The MMA sneak peak has been a tradition spanning multiple governors, and a sign that some things are returning to normal.

Top 7 tech trends for real estate agents

If you’re involved in the real estate market as an investor, agent, buyer, or seller, you likely already know that this is one industry that’s in love with the latest technologies. From the latest apps to innovations in customer service, tech innovations have dramatically changed how Realtors do business.

Here’s our picks for the top 7 tech trends for real estate agents in our community:

  1. Virtual Reality

Virtual Reality, or VR, gives agents the power to create virtual tours of the properties they have for sale, giving prospective buyers an immersive experience that’s second only to being there in person.

While VR technology is still a bit pricey for the average Realtor, experts predict this growing tech trend will be worth $2.6B by 2025. Sotheby’s International Realty already uses VR to market high-end residential properties both here in the United States and abroad.

  1. Augmented Reality

We all know that prospective home buyers want to picture what their furniture would look like in their new home, right? Thanks to Augmented Reality (AR) technologies, you can now superimpose a specific piece of furniture, a fixture, or accessory into any room, making it easy to see what a space could look like with some personal touches.

  1. Smart Home Technologies

With the wide-spread adoption of ‘smart’, internet-connected devices like smart thermostats, smart alarms, and smart locks, look for old technologies like real estate lock boxes to disappear in favor of digital access codes and security apps.

  1. Increased Mobile Growth

Use of internet-enabled mobile devices like smartphones and tablets continues to rise in the United States and beyond. According to the National Association of Realtors, nearly 60 percent of all residential buyers found their home through a search on their mobile device, which is why a mobile-friendly website is a must-have for every real estate agent.

  1. Drone Photography

Drones give Realtors the power to take impressive high-definition photos and videos from heights of properties that are available for sale or lease. Look for more listings to include images that deliver a birds-eye view that was previously only available by hiring a specialized aerial photographer.

  1. Social Media Engagement

Social media platforms such as Twitter, Facebook, and Instagram provide real estate agents with powerful tools they can use to market their business, connect with clients, and establish themselves as a local subject matter expert in our community.

And if you think managing all those online accounts is simply too time consuming, social media management platforms like Hootsuite and Agorapulse are designed to automate content delivery, track mentions and shares, and stamp out online trolls.

  1. Chat Bots

Even the most energetic real estate agent needs to take a break – that’s why chat bots – those little pop-up boxes are quickly become a feature on many brokerage websites.

Also known as virtual assistants, chat bots provide personable, 24/7 customer service that can help capture leads and even answer basic questions – perfect for all those late-night online home shoppers.

Hindsight: What Business Owners Wish They Would Have Done Differently

They say hindsight is 20-20. If you only would have known. As a business owner, you may already have a few things you wish you knew. Would you have hired that one person? Perhaps you would have started your company sooner. While it is important to look back, reflect and learn from these decisions, it is also important to realize that, when you are at the end of your business ownership, your wishes may be much different.

What Do Owners Reflect On?

There are many things business owners wish they would have done differently. Here are some common themes that seem to come to light.

Getting Help Sooner

Many business owners start out with a desire to build a company from the ground up on their own. It may be admirable, but it may not be exactly what helped your business to thrive. Instead, many business owners realize that if they could do it again that they would have hired on more help sooner. Some would have turned to a mentor sooner. They would have networked with other business owners more readily to pull them into their company.

They Would Have Done More Locally

It goes without saying that every business relies on its community to grow and thrive. Even online companies still need to hire from a local talent pool and build their business with the support of local suppliers. But, not all companies give back. Giving back to the community does not have to be a challenge – doing simple things on a routine basis can help to make a big difference in the community. You don’t want to be on your deathbed and wishing you would have done more.

Getting Rid of the Problems

It’s quite common for businesses, especially those starting out and looking for solid footing, to actually make the move to get rid of employees that do not fit the mold. However, we know today from our workplace culture that it’s important to create a sense of culture, respect, and dependability. Some business wonders wish they would have taken a problem employee into the office and let them go long before they did damage.

The Risk Question

Many business owners wonder about risk. For some, taking on too much risk is just too much of a worry. For others, it is all about not taking enough. When you are there, at the end of your life, you’ll want to have taken that risk and experienced perhaps not only the thrill of the ride but also the struggles.

As you work to build your business, reach out. Embrace the community. Support each other. Provide mentorship opportunities. By taking these steps, you can solidify your business model now and learn from the mistakes and wishes of those business owners that came before you. It may be exactly what you need to push your business forward that extra level.

Early Closure of Businesses Order Rescinded: Effective Monday, January 25th

Governor Baker and Lt. Governor Polito announced today changes to various advisories and executive orders pertaining to COVID-19 and reopening:

1.Stay at Home Advisory Rescinded: Effective Monday, January 25th at 5:00am, the DPH Stay at Home Advisory for the hours of 10pm – 5am is rescinded.

2.Early Closure of Businesses Order Rescinded: Effective Monday, January 25th at 5:00am, the Mandatory Early Closure of Businesses Order requiring certain businesses to close by 9:30pm will be rescinded. On Monday, January 25th at 5:00am, the following businesses and activities listed below may operate past 9:30pm:

·    Restaurants

·    Arcades & Other Indoor & Outdoor Recreation (Phase 3, Step 1 businesses only)

·    Indoor and Outdoor Events

·    Movie Theaters and Outdoor Performance Venues

·    Drive-In Movie Theaters

·    Youth and Adult Amateur Sports Activities

·    Golf Facilities

·    Recreational Boating and Boating Businesses (e.g. charter boats)

·    Outdoor Recreational Experiences

·    Casinos and Horse Tracks/Simulcast Facilities

·    Driving and Flight Schools

·    Zoos, Botanical Gardens, Wildlife Reserves, Nature Centers

·    Close Contact Personal Services (e.g. hair and nail salons)

·    Museums/Cultural & Historical Facilities/Guided Tours

·    Gyms/Fitness Centers and Health Clubs

·    Indoor and Outdoor Pools

 

*Gatherings may go beyond 9:30pm

*Liquor stores and other retail establishments that sell alcohol may sell alcohol past 9:30pm; adult use cannabis retailers may also sell cannabis after 9:30pm

*Note – Phase 3, Step 2 businesses must remain fully closed

3.Temporary Capacity and Gathering Limits Extended: The 25% temporary capacity and gathering limits remain in place until 5:00 AM on Monday February 8th.

 

You can find further information on www.mass.gov/reopening.

Mass. Home Sales Hit 16-Year High During Pandemic

Article Source: State House News Service
Article By: Colin A. Young

Sales Surged After Lockdown in Second Quarter

JAN. 19, 2021…..More single-family homes were sold last year in Massachusetts than in any other year since 2004, despite a once-in-a-century pandemic that threatened the financial security of thousands of residents and dramatically changed the process of buying and selling a home.

There were 61,469 single-family home sales in 2020 – a 3.9 percent increase over the sales total of 2019, according to The Warren Group. The median sale price for those homes climbed 11.4 percent from 2019 to hit $445,500 last year.

“In the wake of the first COVID-19 lockdown way back in March, single-family home sales took a nosedive for the entire second quarter,” Warren Group CEO Tim Warren said. “If you told me back then that by the end of the year that the total number of sales would surpass 2019, there’s no way I would have believed you … yet here we are. Another record-setting year in the books for Massachusetts real estate.”

Warren said an unprecedented December helped to boost the 2020 totals. December 2020 saw 6,410 single-family home sales in Massachusetts — the most ever recorded for the month and up 28.6 percent from December 2019. The median sale price for the month jumped 14.4 percent to $455,000, an all-time high for the month and the sixth consecutive month with a median sale price greater than $450,000, Warren said.

“The hot market has continued right into December, four straight months of sales gains of 25 percent or more,” driven by low interest rates and people spending more time at home. “The more time they spend at home, the more they think about the home and some ask what they want to change,” he said on The Warren Group’s podcast.

Almost everyone who sold or purchased a home in 2020 probably had to deal with COVID-19 restrictions and safety measures in one way or another. Packed spring open houses gave way to virtual showings and eventually to tightly-scheduled and timed windows for prospective buyers to tour homes for sale.

But despite the new hurdles COVID-19 imposes on buying or selling a home, the virus and its accompanying shift towards remote work helped to fuel a migration away from cities and towards “vacation” areas in Massachusetts like Cape Cod and the Berkshires, Warren said.

He said that he expects the housing market will “continue to sell well” in 2021 but saw a concerning trend emerge at the end of 2020.

“The one thing I worry about is the rapidly-rising median price across the state,” Warren said. “For six straight years, we saw a very good market but with restrained growth in price — just two to five percent. The tail end of 2020 saw huge changes and prices rose by 14 percent or more for five straight months. For the year as a whole, prices rose 11.4 percent. I consider that to be unsustainable.”

He added, “I hope we see the market cool and consolidate its gains before we create a bubble in prices as we did in 2005. The collapse of the market in 2006 and beyond was very painful.”

Gov. Charlie Baker last week signed an economic development bill that included a housing production measure anchored to local zoning changes, and another initiative designed to boost housing near MBTA stations.

State House News Service Weekly Roundup: Double Smog Dare

Article Source: State House News Service
Article By: Matt Murphy

Double Smog Dare

JAN. 15, 2021…..The risks were known, or should have been.

The longer the Legislature waited to finalize its negotiations over major climate, jobs and infrastructure bills, the more power they relinquished to Gov. Charlie Baker. Discussions had been ongoing since the summer, and now all legislators could do was wait.

What would he sign? What wouldn’t he?

Knowing they had no recourse either way, legislators held their breath this week as they waited for Baker to render his verdicts on scores of bills that landed on his desk in the final days and hours of the last legislative session. And those verdicts came in bunches.

Beer distribution and campus sexual violence prevention bills got signed, as did one creating a commission to study whether to change the state’s seal. A bill known as “Laura’s Law” to ensure no one ever gets lost looking for the entrance to an emergency room also earned the governor’s signature.

And the bulk of a $626 million economic development bill was basically guaranteed to become law, given the governor’s authority to keep what he liked and veto sections he didn’t. That bill included long sought zoning reforms, known as “Housing Choice,” to spur development and requirements for multi-family zoning around MBTA stations. It also turned Sen. Eric Lesser’s student borrowers bill of rights into law.

But the climate legislation was a take-it-or-leave-it proposition for the governor, and by Tuesday the chatter coming from people with feelers into the administration suggested Baker was ready to leave it.

House Speaker Ron Mariano and Senate President Karen Spilka tried to call Baker’s bluff. Go ahead, they said. Veto the bill, and we’ll send it right back to you in a matter of days.

The two Democratic leaders issued a joint statement saying as much, hoping the governor and the stakeholders whispering in his ear would see that resistance was futile. It was a rare public flexing of power for legislative Democrats who typically prefer to maintain the veneer of cooperation with the executive branch.

The only problem was there apparently wasn’t enough bipartisan cooperation in drafting the bill, and Baker wasn’t bluffing. In fact, the governor said he found the Legislature’s willingness to get right back to work on climate legislation encouraging. And so on Thursday, the formal veto arrived.

Baker supports the goal of net-zero carbon emissions by 2050 and, by his own words, was “largely in agreement” with many of the bill’s provisions. But Baker listened to the construction industry when they told him allowing cities and towns to adopt a “net-zero” building code could stop housing production in its tracks.

He said the 5 percent difference between his administration’s goal for emission reductions by 2030 (45 percent) and Legislature’s (50 percent) was a $6 billion choice for residents that he didn’t want to make. And he said lawmakers missed an opportunity to make money available for climate adaptation, as he and the House tried to do with competing plans to spend $1 billion over ten years. Both plans went nowhere in the Senate.

Baker is now being cast by activists and Democrats in the role of anti-environment Republican who caved to immediate business interests at the expense of future generations. Some groups, however, privately commiserate with the administration’s frustration that it was actually the Democrats who control the Legislature who waited until so late in the session to get him a bill that he couldn’t seek to amend.

“If he doesn’t sign this, the Legislature owns part of this failure,” one environmental advocate said earlier in the week.

But if Democrats are as serious as Mariano and Spilka say they are, this bill still could be law by the end of the month with or without Baker. In fact, it could be on his desk again by the time you are reading this column next Friday.

Passing the climate bill, or any other bill, next week would require at least some lawmakers and staff to return to the State House amid warnings from the FBI and other federal law enforcement that state capitals in all 50 states could be a target for violence in the coming week.

The fallout from the attack on the U.S. Capitol continues as President-elect Joe Biden prepares for his inauguration next Wednesday, and the House this week impeached President Donald Trump for the second time in his four years in office, this time for inciting violence by spreading unproven claims about election fraud.

All nine members of the Massachusetts delegation voted for impeachment, including U.S. Rep. Ayanna Pressley, who cast her vote from quarantine after her husband contracted COVID-19 during the siege of the Capitol.

Baker repeatedly stated this week that there were no known threats in Massachusetts to the State House or any other government target, but law enforcement agencies remain in constant contact as Jan. 20 draws closer.

Baker signed orders Thursday activating 1,000 members of the National Guard, deploying 500 to Washington, D.C. to assist with security for the inauguration and putting another 500 on standby in Massachusetts should any city or town request backup.

The Massachusetts presence in D.C. may help to make Mayor Marty Walsh feel a bit more at home. He did, after all, promise to bring Boston with him to Washington as he prepares to join the Biden administration.

Walsh gave what was surely not the “State of the City” address he might have been planning just a few weeks ago on Tuesday night. Instead of laying out an ambitious agenda for his reelection year, Walsh gave a valedictory that nearly brought the Dorchester native to tears.

Walsh’s timeline for leaving the city and City Hall remains to be seen, but the City Council is already debating whether to do away with a special election requirement should he resign before March 5.

Regardless of when the next election is to replace Walsh as mayor, Rep. Aaron Michlewitz and Suffolk County Sheriff Steve Tompkins both said this week the race would take place without them.

Michlewitz said he came to the conclusion that he can best serve the city perched atop the House budget-writing Ways and Means Committee, where he hopes to and likely will remain under Speaker Mariano. Possible future speaker, it turns out, had a nicer ring to it than mayoral hopeful.

The North End Democrat will soon have to get to work on building a new state budget, and the Legislature agreed with the administration on Friday to an estimate of revenues in fiscal year 2022 of $30.12 billion, a 3.5 percent increase from what officials expect to collect this year.

The budgeting exercise will also be made a little easier by the more than $9 billion Massachusetts expects to receive from the most recent federal stimulus package, though two-thirds of that will be doled out in the form of unemployment assistance and direct cash payments to taxpayers.

The MBTA expects to see about $250 million to $300 million in stimulus support, but only $17 million will be put toward restoring services cut to deal with declines in ridership because of the pandemic.

T officials say the priority for restoration will be high-ridership bus routes and maintaining evening commuter rail service, while the rest of the money will go into the capital budget.

Maybe they’ll be able to run trains to Foxborough where Baker announced this week that the state would be setting up its first mass vaccination site at Gillette Stadium.

The home of the New England Patriots will open next week for first responders to get the vaccine, and eventually to the general public as more cohorts become eligible for vaccination.

How Your Local Businesses Can Compete with Amazon

Amazon is the largest online store and hosts products from some of the biggest brands in the world. They are also known for large inventories and discounts, so competing based on price can be a tall order for local startups. Interestingly, about 50% of the products you encounter at Amazon in the United States are listed by small-to-medium businesses (SMBs) and not Amazon itself. So is Amazon a competitor, or is it a marketplace?

In addition to setting up your business on Amazon, there are several ways a local business can compete and establish its market. Here are five:

Offering Personalized Services

Local businesses have the advantage of offering one-on-one customized services, something that’s not available for Amazon customers. As a small business, you can focus on customer support to learn more about your clients and customize your services to their needs. There are various ways to create an impression of personalized services, from greeting customers by their names and following up on big sales to analyzing each feedback.

Introduce A Loyalty Plan

A loyalty program is designed to reward repeat customers and a perfect way to get repeat business income. If you lack one, you should create a loyalty program that allows regular customers to receive personalized treatment, discounts and better offers. Make sure your customers learn about the loyalty program during their first visit or interaction with your business. Amazon has deals and redeemable points, shipping discounts and other incentives, so make sure your loyalty program is attractive enough to retain customers.

Increase Brand Awareness and Online Presence

To become successful, people need to know about your business, so it is vital to work on the brand. Invest in SEO, set up your website and get on Amazon if your business model can align with the store. Make sure you optimize the business for local customers and take advantage of social media marketing. Increasing brand presence locally will provide the perfect canvas for exploring markets beyond the borders.

Market for Mobile

Most people start their searches online through their mobile phones and modern devices. In recent times, mobile games, operating systems and other applications have become a platform for advertising. Companies like Amazon market for everyone, especially mobile users. However, as a local business, you have the advantage of knowing and understanding your immediate customers. You know the right language to use for marketing and platforms local communities use to access information. Mobile devices also offer a chance to connect offline shopping experiences.

Set Up Your Amazon Business

Amazon boasts the inherent advantages of a global brand and is essentially a marketplace where customers can find any product. As a local business, you can take advantage of the existing logistics frameworks and reputation to list your products on the platform. Local customers that prefer to shop from Amazon will still be able to find your products and business. However, this requires meeting all Amazon requirements and optimizing your business to appear at the top of both Amazon and Google search results.

Amazon relies on small and medium businesses (like yours) in all categories and, in 2019, the number of SMB accounts in the US Amazon store increased by 133% to 1.1 million. For local businesses, the challenge is to create more perks and personalized services while leveraging social media, mobile marketing and local SEO.

North Central Mass Development Corp Provides Funding to Two Businesses

The North Central Massachusetts Development Corporation (NCMDC) approved two loans totaling $30,000 to 290 Auto Body Inc. and American Transport.

290 Auto Body Inc., owned and operated by Justin E Forkuo on 1 Stowell Ave in Worcester, is an auto body collision repair shop that specializes in all aspects of vehicle services. They offer dent and scratch repair, insurance claim handling, collision or/and mechanical work.  Their loan for $20,000 was used as working capital to continue operating during the pandemic. For more information visit their website at www.290autobody.com.

American Transport received a $10,000 working capital loan due to the coronavirus pandemic disruption. James Belletete started a full-service auto transport focused on delivering fast and reliable vehicle transport solutions between New England and Florida in 2008 and is now a license Auto Broker/Carrier allowing delivery to all 50 states. For more information visit their website at www.newenglandtoflorida.com.

As a microloan lender, NCMDC can provide loans to small businesses up to $150,000 for working capital, equipment, inventory, expansion and working with our banking partners to provide gap financing for the final piece of a project.

 

About the North Central Massachusetts Development Corporation

The North Central Massachusetts Development Corporation (NCMDC) is a non-profit economic development corporation with the mission of creating jobs and improving the economy. NCMDC is certified by the U.S. Small Business Administration (SBA), and the U.S. Department of the Treasury under the Community Development Financial Institutions (CDFI) Program. The NCMDC works in partnership with local banks, credit unions, chambers of commerce and area nonprofits to support emerging microenterprises, small businesses, and community projects in 76 communities in Worcester, Middlesex and Franklin Counties with loans and business assistance.  Since 1996, the NCMDC has granted over $8,000,000 in loans to small businesses to help grow jobs and the economy in the region.

For more information about the NCMDC loan programs, please call 978.353.7607 or visit ChooseNorthCentral.com.

Document Your Processes to Turn Your Hustle into a Business

If you are a freelancer, you live by your wits and your talent, which can lead to an exhilarating feeling of self-satisfaction. However, being a solopreneur has its risks and if you get sick or cannot work, you have no sick days or vacation time to rely on for backup income. So, maybe it’s time to branch out and turn your hustle into a business.

By documenting your processes, you can outsource portions of your business, increase productivity and bring home more revenue for less effort. Follow these tips to document what you do, so you can hire other people to help you grow your operations.

What Is Process Documentation?

Process documentation provides a description and instructions on how to carry out business processes. Examples of process documentation include the following:

  • tutorials
  • forms
  • policies
  • checklists
  • screenshots
  • step-by-step instructions
  • process maps

Process documentation helps you onboard employees or virtual assistants to conduct your freelance activities.

Process Steps

Here are the first steps of documenting processes to help you get started:

  • Process Name: Choose a descriptive name of the process you’re documenting. You may find it helpful to start on a whiteboard or flipchart.
  • Process Scope: Choose a logical start and endpoint of the process. If you have several stages or products, for example, you can document each one separately to make it easier to complete your documentation in small sections.
  • Process Outputs: This identifies the end result of the process. For example, if you are documenting a freelance process, the end result is a product or service ready to deliver to the client. Examples include crafts sold online or social media management services you provide to clients.
  • Process Inputs: Identify all materials needed to perform the process. For example, you will need boxes, packing material, scissors and labels to prepare products for shipping. If you are updating a client’s website, for another example, you will need internet access, software, development tools and content.
  • Process Activities: Write down or video record all the activities involved in completing the process. Examples of process activities include:
    • Sign paperwork
    • Approve request
    • Ship product
    • Notify user

You can use sticky notes and a tabletop to visualize this and provide flexibility during the organization stage.

  • Process Organization: Organize all the activities that you brainstormed into logical categories. At this time, you may want to break the items up into separate processes. Within each process, put the process flow into order. Add key decision points and possible outcomes to develop a complete picture of the process.
  • Process Review: Look at the process flow to determine whether you have left any steps out.
  • Process Roles: Assign roles representing who will complete each activity step.
  • Transcribe Process: Use swim lane flowcharting to create a visual workflow diagram.
  • Final Review: Determine which activities and roles you can outsource for each activity.

If you conduct your freelance work online, documenting each process helps you prepare job descriptions and outsource different activities that involve digital delivery. One of the most efficient ways to begin is by recording yourself on video performing the work you want to outsource. Consider downloading a screen-recording software like TechSmith Capture (Mac or Windows).

When you document your business processes, you make it possible to grow your freelance hustle into a business that can grow beyond just your own capacity.