Welcome Book

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Welcome Book

Maximising your marketing potential

Overdene House 49 Church Street, Theale

Reading, Berkshire, RG7 5BX T: 0118 930 5700

www.stevemillsmarketing.com

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CONTENTS Section 1 OUR WELCOME BOOK Page 3

Section 1.1 Who we are Section 1.2 Not a typical marketing company Section 1.3 Helping you make the right choice Section 1.4 Why us?

Section 2 OUR GUIDING PRINCIPLES Page 4

Section 2.1 Our core purpose Section 2.2 Our core values Section 2.3 Our vision Section 2.4 Our commitment to you

Section 3 ABOUT YOUR BUSINESS Page 5

Section 3.1 Some questions about your business Section 4 GENERAL INFORMATION Page 6

Section 4.1 The history of STEVE MILLS Marketing Limited Section 4.2 The company ethos

Section 5 THE SERVICES WE PROVIDE Page 7

Section 5.1 Business services Section 6 OUR GUARANTEES Page 7 Section 7 HOW WE WORK OUT OUR PRICES Page 8

Section 7.1 How much do we charge? Section 7.2 Your profit guaranteed Section 7.3 Fixed Price Agreements Section 7.4 Payment

Section 8 THE BASIS OF OUR RELATIONSHIP Page 8

Section 8.1 Our side of the relationship Section 8.2 Your side of the relationship

Section 9 AFFILIATIONS AND PROFESSIONAL BODIES Page 9

Section 9.1 Institute of Sales and Marketing Management Section 9.2 Institute of Directors Section 9.3 Ecadamy Section 9.4 West Berkshire Business Club

Section 10 VISITING OUR OFFICES Page 9

Section 10.1 Booking an appointment Section 10.2 Our reception lounge Section 10.3 Our round table Section 10.4 Dedicated client care

Section 11 HOW TO FIND US Page 10 Section 12 A BRIEF INTRODUCTION TO THE TEAM Page 11

Section 13 HOW TO COMMENT ON OUR SERVICES Page 12 Section 14 QUESTIONS TO ASK A PROSPECTIVE MARKETING COMPANY Page 13 Section 15 RECOMMENDATIONS TO LIKE MINDED BUSINESS PEOPLE PAGE 13

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SECTION 1 OUR WELCOME BOOK This book exists to introduce you to STEVE MILLS Marketing; our philosophy, our working methods and our dedication to the best interests of our clients. I hope you will find it both useful and informative.

Steve Mills MD Section 1.1 Who we are We believe it is important for you to know that we are not just a typical marketing company. We have a business philosophy we call “Maximising your marketing potential”. Most marketing companies help their clients by designing websites, brochures and adverts or, less frequently, producing marketing strategies and providing advice. At Steve Mills Marketing we go one step further by enabling clients to totally outsource their marketing department. We help our clients to improve their marketing, income and profit figures. We do this by providing a variety of marketing, sales and strategic planning services. The Welcome Book will make clear the added value you will receive and the support we provide to help you take your business to wherever you want it to go! Section 1.2 Not a typical marketing company We hope this book encourages you to look at us as individuals who want to form a real business partnership with you. We want to be much more than another business supplier. We’d like our relationship to be a little deeper. After all we are involved in a very personal aspect of your life – the development of your business and ultimately your “money and success!” Section 1.3 Helping you to make the right choice Everyone is different, as is every business. We need to check first that we are compatible. We do not take on all potential clients that call us. Equally you need to make a decision about whether we are the right company for you. The Welcome Book will help you to make the right decisions about who you are going to use as your marketing and business advisers. Section 1.4 Why us? In an ever changing environment we are constantly trying to build our businesses and balance our lives. People who start their own business are generally experts in a particular area; starting out to do the same job but doing it for yourself may seem easy.

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However, as their business grows, our clients often find themselves being dragged into taking on all the roles that emerge within it, regardless of their abilities or experience. As the business continues to grow they work more and more hours to meet demands and have less and less leisure time which can have a detrimental impact on their families and health. They sometimes end up resenting this, particularly when their business reaches its maximum potential because they literally cannot do any more hours. We have developed our concepts around a book called The E-Myth Revisited by Michael E Gerber. The “E” stands for Entrepreneur, and the Myth is that most business people are genuinely entrepreneurial. In reality, they are slaves to their own business. Michel Gerber’s book is essential reading for all business owners or anyone considering embarking on the business journey. At Steve Mills Marketing we understand the problems that business owners face in a competitive business environment. We have developed a highly skilled business team and invested in innovative business tools to help people get their business working for them and not the other way round. We are committed to help business owners achieve their business and personal goals.

SECTION 2 OUR GUIDING PRINCIPLES Section 2.1 Our core purpose To help small businesses to maximise their sales and marketing, by helping them to win more leads. Then helping them to turn more of those leads into sales and by doing so, make more profit.

Section 2.2 Our core values We will always:

Provide outstanding service

Keep ourselves up to date with the latest in marketing

Provide additional free services to our client

Provide valued products and services to our clients

Work as a team both internally and with our clients

Be approachable and considerate to everyone

Act professionally and efficiently for our clients

Section 2.3 Our vision To provide outstanding marketing, backed up by world class customer service.

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Section 2.4 Our commitment to you We have developed policies within our company that help us work more efficiently and effectively and maximise the use of our time; some of these are listed below.

You will have a dedicated account manager who oversees the work that is undertaken for you

All e-mails, letters and telephone calls will be dealt with promptly and politely

We will inform you about the latest services we can provide to help you grow your business

We will agree deadlines with you and stick to them whenever possible

We will use agendas wherever possible to structure our meetings, meaning that nothing gets

missed

We appreciate that everyone is different and some people don’t like receiving letters, so you

can tell us your preferred method of communication

We may ask you for “nagging rights” so that we can help you meet your goals and obligations

SECTION 3 ABOUT YOUR BUSINESS Section 3.1 Some questions about your business Here are some questions to ask yourself to help in your decision to outsource your marketing:

Question Answer

Are you making enough profit?

On a scale of 1 to 10 (1 being the lowest) how effective is your current marketing?

How long on average do you spend on marketing each month?

Is your company working to its maximum potential?

Do you know what your return on investment is for each marketing pound you spend?

What percentage of your enquiries do you convert into sales?

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What is your average unit of sale?

How do you compare in terms of price with your competitors?

What would happen to your business if something happened to you?

Do you know your marketing numbers? (For example - your enquiry to appointment ratio, or the number of enquiries each of your marketing campaigns secures)

Do you know how many different on-line marketing initiatives you use?

Have you ever benchmarked your business?

SECTION 4 GENERAL INFORMATION Section 4.1 The History of Steve Mills Marketing The company was first formed in 1995 and has recently rebranded as Steve Mills Marketing. Section 4.2 Ethos behind the company We recognise that all businesses have three departments. They are finance, operations and marketing. Most business owners are very good at the operational side of their business. After all that is why most of them went into business. So in effect the solicitor opens their own legal practice and the hair dresser their own salon. They know that they need help on the accountancy side of their business and so they hire an accountant. However, many business owners attempt to do their own marketing and waste a significant amount of the money they spend. Over time they either get a good reputation and start winning business from referral, or they go bust! Therefore they limit themselves and their business. At Steve Mills Marketing we help our clients to maximise their current marketing campaigns and then to build additional marketing pillars, or, as we like to call them, “Streams of Income”

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SECTION 5 THE SERVICES WE PROVIDE Section 5.1 Marketing services

SECTION 6 SECTION 6 OUR GUARANTEES

We guarantee that all our work and advice will be correct to the best of our knowledge

We guarantee that we will never charge more than the fixed price unless you ask us to do some extra work. For this we agree the charge with you in advance

We guarantee that your marketing strategy will be kept confidential

We guarantee that in all our dealings with you we will do our best to make sure that we meet the high standards we set for ourselves

Online Marketing Services Website Optimisation PPC Advertising Campaigns Blogging Social Media Training

Direct Marketing Services

Direct Mail Campaigns E-mail Marketing Campaigns Telemarketing

Training

Sales Training Marketing Training Customer Service Training Presentation Skills Training

Marketing services

Marketing Department Marketing Director Mentor Programme Masterclass Group

Interim Marketing Management

Reports Website Reports Marketing Audits Marketing Plans

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SECTION 7 HOW WE WORK OUT OUR PRICES Section 7.1 How much do we charge? We understand that charges are an important factor when choosing a marketing and business adviser. Our prices are set so that we can deliver the benefits of our service in a high quality personal manner.

Section 7.2 Fixed Price Agreements Cost is always a worry, particularly when you’re being charged by the hour. Therefore we have introduced Fixed Price Agreements. We conduct this process by getting together for a no obligation meeting to discuss your business needs and tailor our services to meet your requirements. From this we will put forward a proposal with a fixed fee price. With the fixed fee price you have total peace of mind and you can telephone, email and call in as often as you like without getting a bill each time. If you find that you need any additional services outside the “agreement” we will give you a fixed price before we do any work. Section 7.3 Payment Like all professional services the relationship with our clients is built on trust. You need to trust us to deliver the service and benefits we promise. We need to trust you to pay us on time. Our payment terms are payment upon receipt of invoice.

SECTION 8 THE BASIS OF OUR RELATIONSHIP Section 8.1 Our side of the relationship These are the principles that we would like our relationship with you to be built on.

We must return your calls within one business day

We must answer your letters, emails and faxes within two business days

We must tell you in advance the cost of our work or advice and only start the work once you

have agreed to the fixed price

We must do our best for you, always

We must apologise and make amends if we don’t perform as we promise and you can be the

judge of our performance

We must always keep you up to date

We must complete your work on time and professionally

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Section 8.2 Your side of the relationship

You must tell us if there is something that upsets you. That way we have the chance to put it right, apologise and give you suitable compensation

You must return our calls within one business day

You must answer our letters, e-mails and faxes within two business days

You should pay us on time and in accordance with the agreement we have made with you

You must supply information in a timely and complete fashion and deal with our questions for information promptly

Providing you are happy with the service we provide we hope you will refer us to others

SECTION 9 AFFILIATIONS AND PROFESSIONAL BODIES Section 9.1 Institute of Sales & Marketing Management We are members of the Institute of Sales and Marketing Management and work under the charter and ethos of the institute. Section 9.2 Institute of Directors We are members of the Institute of Directors and therefore have access to the wonderful meeting and training rooms owned by the institute. Section 9.3 Ecadamy We are members of ecadamy. Ecadamy are a worldwide network of small businesses who come together for mutual benefit. Section 9.4 West Berkshire Business Club We are members of the West Berkshire Business Club and provide speakers for the club’s events and talks, as well as sponsoring the club’s Business of the Year Award. For details contact www.wbbc.co.uk.

SECTION 10 VISITING OUR OFFICES We share our offices with an accountancy practice called Kirkpatrick & Hopes who are also one of our clients. When entering Overdene House simply go to reception and they will let us know you have arrived.

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Section 10.1 Booking an appointment It is best to book an appointment before you call in, this ensures that we are prepared for you. We normally prepare an agenda before meetings to ensure that everything is covered and nothing gets missed. Our directors and managers also go out to visit clients on a regular basis, so by arranging your visit beforehand it ensures that your dedicated manager is around to speak with you. Section 10.2 Our Reception Lounge As you walk through the security door our reception lounge is on the left. If you need to use the phone or recharge your mobile please let our friendly receptionists know. We also have a “borrow a brolly” service – if it is raining let us know and we will lend you an umbrella. You can return it the next time you visit. Section 10.3 Our Round Table We have a round boardroom table. We have chosen this because we don’t like sitting on the opposite side of the table to our clients. A round table has only one side – yours! Experience shows us that unless we work together we both won’t get the best out of the relationship. Hopefully, the round table encourages a “partnership” type relationship. There are also note pads and pens available for you to use in our meeting rooms.

Section 10.4 Dedicated client care Our whole team is dedicated to client care and if you have any comments or concerns please contact either your manager or our Managing Director, Steve Mills.

SECTION 11 HOW TO FIND US We are based in Theale, just outside Reading – a couple of minutes south of junction 12 of the M4. Our address is: Overdene House Tel: 0118 930 5700 49 Church Street Theale email: [email protected] Reading, Berkshire www.stevemillsmarketing.com RG7 5BX

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If you are coming by car:

Whatever direction you are coming from you should head towards junction 12 of the M4. At the motorway junction head towards Newbury and at the first roundabout turn right. This brings you to a mini roundabout. Turn left onto Theale High Street.

Drive through the High Street, straight across the mini roundabout by the Co-op and you will come on to Church Street. Continue straight on and you will find us about 500 yards on the left-hand side opposite the Old Lamb Hotel, which is a white building with a thatched roof.

If you are coming by train: Upon arrival at Theale railway station go up the platform steps and turn right. Walk all the way down the pathway towards the mini-roundabout. Cross the road and continue in the same direction. You will walk under the A4 underpass and will reach a second mini-roundabout by the Co-op. Turn left onto Church Street. The Renault garage will be on your left. Continue in this direction for about 500 yards. We are on the left-hand side opposite the Old Lamb Hotel, which is a white building with a thatched roof.

Parking We have dedicated client parking to the rear of the office or you can park on the road outside the front of the office. We’d recommend avoiding arriving at 8.45am and 3.00pm because of the nearby school.

SECTION 12 A BRIEF INTRODUCTION TO THE TEAM Steve Mills Marketing are a small team of professional marketing people who specialise in MAXimising the Marketing budgets of our clients and helping them to ensure that they get the very best return on every marketing pound that they spend.

Steve Mills Steve Mills is a Professional Speaker, Marketeer and International Sportsman. He is the Managing Director of STEVE MILLS Marketing and is acknowledged as a leading marketing expert. As well as writing two books on marketing, Steve has spoken to audiences all over the world including, Australia, New Zealand, Dubai and the USA as well as throughout the UK and Europe.

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Jim Ewan Jim has spent many years working in Sales & Marketing and comes from a training background. He is a Professional Speaker and the former President of the Professional Speaker Association (PSA). Jim works for STEVE MILLS Marketing as a consultant and interim marketing manager, as well as being responsible for delivering training in sales, presentation skills and marketing. Ray Hallam Ray, is a Chartered Accountant with over 40 years' experience of which 15 years was spent in Business Development. Ray's background is in construction and spent many years working for Tarmac UK Ltd and more recently for Newbury based Dutch company Van Hoard. Ray, like Steve, is an avid supporter of Sheffield Wednesday Football Club. Trevor Wilson MA CA Trevor Wilson, co-founder of the fd group, is a Chartered Accountant with over 20 years' experience of which 15 years was spent in a top 4 accountancy practice where he specialised in performing independent business reviews, analysing company operations and making recommendations to both management and stakeholders.

He has helped clients in areas as diverse as foreign currency exchange, IT storage, audio visual services, business travel, chauffeur hire, and a black Christian church.

Trevor supports Steve Mills Marketing acting as a non exec Financial Director.

SECTION 13 HOW TO COMMENT ON OUR SERVICES

We know that you will be happier if you tell us when you encounter problems with our service. This is why we have developed a comments system for you – it keeps the lines of communication open.

We want you to know what to do when something goes wrong. We want you to understand that mistakes will sometimes be made – but they will be put right. You should know that you can do yourself and us harm by not telling us if you have a concern. Don’t be afraid to complain – we see this as part of our service. We welcome constructive criticism because it helps us develop our service.

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SECTION 14 QUESTIONS TO ASK A PROSPECTIVE NEW MARKETING COMPANY

If you are undecided about the marketing company you are going to appoint, this checklist of questions to ask them may help you.

Question Answer

1

Are all your prices agreed in advanced and fixed?

2

Do you offer, unlimited telephone support and meetings where the onus is on you to tell me if I am going to incur any extra charge?

3

Do you quantify what is working and what is not?

4

What are your customer service commitments? eg for: Call back time for phone messages turn round time for letters turn round time for emails

5

Do you offer free consultations with specialists in Business Development and Marketing?

6

Are you prepared to do some work on a “no win no fee” basis?

7

Do you have testimonials I can see from satisfied companies and can I call them?

8

Can I see the forms you will use to quantify your work for us?

9

Can you provide advice and support in all areas of your marketing?

10

Can you offer the full range of marketing support?

11

What systems do you operate that will ensure continuity of service (eg in the event of your main point of contact being incapacitated)?

SECTION 15 RECOMMENDATIONS TO LIKE MINDED BUSINESS PEOPLE Because we are selective about our clients and build good relationships with them, we want more clients like you. Most of our client base has been built by word of mouth. If you have relationships with like minded business owners, we’d like you to recommend us. Please find business cards attached to pass on, otherwise please let your manager know their details and we can send out some information and a Welcome Book to them.

We hope you found our Welcome Book helpful and interesting and look forward to working with you in the future