YourBusinessWithJamesCaan2016 - 79

A business tonic
Business Doctors advise small and
medium sized businesses to help them
grow. In this special clinic, our doctors
look at pensions, goals and customer
service - and give a prescription for a
better, healthier company
Q: If I ignore pension autoenrolment, will it go away? I've
heard micro-businesses may
become exempt.
Jeff Long, Business Doctor for
Leeds East, says:
Auto-enrolment has been underway
since 2012 and is enshrined in law.
It isn't political; it's an answer to an
economic problem. We're all living
longer but not saving enough to pay
for our retirement. Even the inevitable
changes brought about by Brexit and
a new PM will not put the brakes on it.
There is a myth that auto-enrolment
is expensive for SMEs when it really
isn't. The employer's
contribution is 1% of an
employee's salary, rising
to a maximum of 3% for
employees earning
over £10,000 a year.
Initial set-up
costs may be
around £300-500,
but after that,
it really is
something
you can
look after
internally
for very little.

Q. I don't think I'm reviewing my
business goals very effectively.
Peter Searle, Business Doctor for
Maidstone, says:
Business owners know they need to
stand back from their business and
review their goals and objectives.
They know the goals should revolve
around marketing, sales, operations
and finance. But how many find that
setting goals has no structure?
I suggest the goals for each function
are divided into the short and long
term. For example, staff resources to
deliver next month's orders are short
term while a succession plan would be
a long-term goal.
The goals should then be divided
further into internal and external.
Preparing a quote would be an internal
goal and securing
new leads would be
external.
Adopting a
regular cycle of
short and longterm, internal and
external reviews
will create an
invigorating
natural
rhythm.

Contact Business Doctors on 0845 219 7077
or visit www.businessdoctors.co.uk

Q. I want to grow my business
and I'm starting to think about
customer satisfaction. How
can I best measure it?
Svetlana Aslezova, Business
Doctor for Nottingham and the
East Midlands, says:
Many small business owners think
they give good customer service, but
how do they know?
Simply asking customers 'were you
happy with our service?' does not get
to the heart of their relationship with
your business.
Research has shown that your Net
Promoter Score (NPS) can act as a
major indicator of growth based on a
simple question: on a scale of 0-9 how
likely are you to recommend us to your
friends and associates?
Those that rate you 8 or 9 are your
promoters. They'll go out of their way
to recommend you. Those that rate
you 6 or 7 are classed as neutral or
passive. Everyone else is a detractor.
NPS is calculated by subtracting
the detractors from the promoters.
Out of 100 people asked, if I have 30
promoters and ten detractors I have
an NPS of 20, which is pretty good for
most businesses.
I'm currently working
with a client who has
recognised the
credibility of NPS
as a way to build
the value of their
business. After all,
if you were buying a
business, wouldn't
you want to
know your
customers
were
happy?


http://www.businessdoctors.co.uk

YourBusinessWithJamesCaan2016

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