Why did you become a small business owner?
I was an outside sales representative for an Indianapolis chemical company and joined Rainmakers to start networking. I realized I did not care for the outside sales job, but loved Rainmakers and all the entrepreneurs I met. They were so full of energy and ideas, and I knew they would support me in my venture to own my own business.

What did you do before?
Before the outside sales position, I had spent the last twelve years as a social worker and advocate in the world of public health.

What prepared you for owning and running a small business earlier in life?
I grew up having to be pretty intuitive, and I realized pretty fast that if I were to succeed, it would be all up to me.

What do you like about owning your own business?
The freedom and flexibility – making my own decisions and setting my own destiny.

What is difficult about owning your own business?
Two things – the lack of a steady paycheck and not having week-ends like I used to.

How did you get the specific idea for your business?
As a social worker, I worked with many pharmaceutical companies through their community liaison programs. I saw their need to have someone behind the scenes making everything come together, so they could concentrate on their programs. I did not know there was such a thing and began to do research – and figured out it was virtual assistance. I did not have the courage to venture out on my own, though, until my involvement with Rainmakers.

Why do you believe you will succeed?
I am a very competitive person with lots of compassion to help others succeed. I also have a tremendous support system – starting with my incredible husband and family and then some key business people who not only support me, but promote me often when they meet people.

What is the next step in your business?
I just relaunched my business. We are now a relationship management company helping businesses grow their business by leveraging and elevating their customer relationships. I am working on making this business a true business, which means playing more of an executive role and having my sub-contractors work on the projects.

What is your ultimate goal for your business?
When it all boils down, my business is a means to an end for me in the sense of helping me concentrate on what really matters in my life, which is my family. My goal is to have a successful business that one day I can walk away set for life and know that I helped make a difference in the world – be it helping other businesses succeed, so they can achieve their goals or starting a charitable foundation to help children become who they are destined to be.

Serina Kelly
Relevate
www.getrelevate.com
317-203-7740

Expressing our appreciation has seemingly become a lost art in the day-to-day business dealings. When was the last time you received a thank you note from a business or vendor? You probably remember it because it was unique. Isn’t that sad that it was unique? There was a time a thank you note was commonplace, and now with the hustle and bustle of our busy world, many people push this activity aside – using such excuses as it’s not a requirement or thinking a quick email saying “thanks” will suffice. How many emails do you receive every day? Is an email saying thank you really going to make any real impact?

In today’s business world, it is getting more and more competitive. Whatever you can do to get an edge in today’s marketplace will make a difference, even if that edge is very slight over a longer period of time. Think about this – there is a general contractor in Indianapolis who sends out a thank you card to potential customers with whom he has met with and has given them a bid. Imagine if you were getting bids for a kitchen renovation, and one to two days after you received a bid from one of them, you received a thank you card – a thank you card saying “thank you for the opportunity to bid on your kitchen renovation project.” I would venture to say this slight edge would push his bid above the others, even if their price was slightly higher because it shows appreciation, and what customer does not want to feel appreciated?

One thing every business owner has probably said at least once a week is there just is not enough time in the day to get all that needs to get done. Between the business meetings, networking, workshops, and time to do the work needed, many business owners wish they had more hours in the day. Show your appreciation and gratitude for those who took the time to meet you for lunch or a business meeting. Take the time to write a thank you card to the presenters after a training workshop or a club meeting.

Here are some pointers on crafting an appropriate thank you card. To begin, your first line should be very a specific reference to the reason for the card (ie. meeting, event, gift). Secondly, say something personal you remember from the event and how it affected you. This will keep your note from reading like a general template. Lastly, end it warmly by saying thank you again in a gracious and appreciative manner.

There is much debate concerning a handwritten card versus a computer-generated printed card. I have received both and given both, and for me personally, it does not really matter. Both show an expression of appreciation and thoughtfulness – and it shows up in my mailbox and not hidden among the 100 emails I receive every day.

Serina Kelly
Relevate
www.getrelevate.com
317-203-7740

We have all heard about the 80/20 rule, right? This statistic seems to show up in all aspects of life, including our customer base. It has been shown that some of the most successful businesses typically see 80 percent of their business come from 20 percent of their customers. But, for some reason, too many businesses neglect this loyal group.

Why? Maybe it is to pursue new customers. Maybe businesses take their customer base for granted. Maybe it happens when businesses get too busy with the daily grind of running a business that this important step gets pushed aside.

Whatever the reason, it can be a very costly mistake. I have heard statistics state it is three times harder to recruit a new customer than to retain a current one, which equals several more hours and several more dollars spent. Ask yourself what is your best referral source? Chances are it is past and current customers. If not, you may want to question your business’s take on customer service.

If you believe your customers are investments, what are you doing to maximize the returns? How are you building and strengthening your relationships with them? How do you keep them coming back and raving about your business to their friends and family? Stand out by providing excellent service to your customers. Putting some key relationship-building strategies in place will transform your company into more than just a business, but a valuable resource. Here are a few thoughts to get you started.

Communicate frequently
How often do you reach out to your customers and just what are you saying to them? It is extremely important to communicate consistently and vary the types of messages you send. Combine the ways you are communicating – using email, direct mail, phone contact and face-to-face communications. Sure, you can advertise a promotion every now and then, but also make sure you sprinkle in helpful newsletters and just a friendly “hello” on a more regular basis.

Offer Customer Rewards
Customer loyalty or reward programs work well for many types of businesses. Whenever possible, offer in-kind rewards that remind your customers of your company and its products or services.

Hold Special Events
Any event that allows you and your staff to interact with your best customers is a good bet for business, whether it is a golf outing, open house, or barbecue. Just choose the venue most appropriate for your unique customers and business.

Provide Great Customer Service
Go the extra distance and meet customer needs. Train your staff to do the same. Customers remember being treated well, but they also remember a bad service experience – and they are more likely to tell three times as many people about that bad experience. When you serve the customer better, there’s always a return on your investment.