SCORE – For the Life of Your Business v.11/9/13

1. SCORE – For the Life of Your Business v.11/9/13

2. A brief overview of SCORE: Who we are nationally, and locally What we do How we do what we do And, why we do what we do

3. Who we are - National SCORE • SCORE is a nationwide non-profit organization of 340+ chapters and 11,000 volunteers that provide free business counseling and education services to America's small businesses. • Since its founding in 1964, SCORE has assisted over 10 million clients and small businesses throughout the country. • In 2013 SCORE Mentors assisted 128,000 clients in 255,000 counseling sessions at over 1,000 locations nationwide as well as through the Internet (Cyber Counseling).

4. Who we are - National SCORE SCORE is an independent resource partner of the U.S. Small Business Administration (SBA). In the last SBA report to Congress it was reported that SCORE : Helped create 37,054 new businesses and 82,206 new jobs In surveys of the clients counseled by SCORE the majority found SCORE to be helpful: 71% of those clients wanting to start a business 64% of those clients that were in-business and needed help 80% said they would recommend SCORE to an associate

5. Who we are - Manasota SCORE The local Chapter serving Sarasota and Manatee Counties was founded in 1965. Its current 50+ volunteers provide expert mentoring and business educational services to individuals wanting to start a business, or existing small business requesting help. The mentoring provided ranges from helping clients determine their readiness to starting their business, steps required to start a new business, guiding them through the development of a comprehensive business plan, or finding creative ways to improve operations and profitability of an existing business.

6. Who do we target services to? Our ‘service area’ includes Manatee and Sarasota Counties with the exception of the North Port area which is serviced by a Chapter located in Port Charlotte. The ‘size’ of that market is reported by the Census Bureau to be over 76,000 businesses – 60% in Sarasota County and 40% in Manatee County. Consistent with national demographics 78% of those business are not employers and about a third are women owned.

7. Business Demographics

8. How we do what we do Our local chapter is organized to focus on: Mentoring Education/Training Membership Development Community Outreach Join one of our teams!

9. Our organization structure Chapter Executive Committee Chair Vice Chair Treasurer Secretary Past C Past Chair Team Leaders Membership Development Team AdministrativeTeam MentoringTeam Recruiting Team Education and Training Team Outreach and Marketing Team Audit Fundraising

10. Our Local Organization Executive Committee: Chair, Vice-Chair, Treasurer, Secretary, Past Chair and Representatives of Operation Teams, who collectively manage Manasota SCORE Membership Development Team: Purpose is to define, develop and monitor all aspects of Membership, Personal Development, Motivation and Education Mentoring Team: Purpose is to assure that clients in new and existing businesses are receiving mentoring services, consistent with the highest practices of National and Manasota SCORE

11. Our Local Organization Education and Training Team: Purpose is to define, provide and lead processes for developing, organizing, scheduling and conducting client education and internal training Community Outreach Team: Purpose is to provide marketing, public relations, and ambassador services to the Manasota Chapter and its service community Administration and Support Team: Purpose is to assure the operational and financial success of the Manasota Chapter Fundraising: Purpose is to supplement our funds received from National and workshops.

12. How we do what we do We provide mentoring and conduct several different workshop offerings: Simple Steps for Starting Your Business (five sequential workshops) For new business startup education Specialized workshops Building your Business Plan Website Basics Internet Marketing and Social Media All workshop materials are available on Members Only-> Workshops NEW!! SCORE MeetUp group - focused on existing businesses Success Strategies for Business Owners – found at www.meetup.com Monthly 1-1/2 hr meetup group meeting with educational topic / discussion Mid-day timing, currently 11:30am - 1:00pm

13. How we do what we do Mentoring

14. How we process mentoring requests Virtually all requests come to us via the web site where the client fills out an SBA mandated form. In some instances a mentor will fill out the form on behalf of a client. Clients that indicate that they are not yet in business are urged to attend the Simple Steps workshop series prior to being assigned a mentor. Noting that it is unlikely that the client will provide specifics about the type of business they are contemplating or are in, they are assigned a mentor based on: the type of mentoring requested, their location and mentor availability. The Assignor then causes an email to be sent to the mentor who then is responsible for contacting the client within 48 hours. More in your next orientation module on handling that activity.

15. FY12 Mentoring – PwC data When I first came to SCORE I was: National responses = 12,935 Local responses = 51

16. FY12 Mentoring – our data What clients initially asked for: What the mentors provided: n = 434

17. How we do what we do Workshops

18. Simple Steps for Starting Your Business Session 1: Start-up Basics PERSONAL MENTORING Decide to Continue Session 2: Business Concept Session 3: Marketing Plan Session 4: Financial Projections Session 5: Funding Sources “GO OR NO GO” DECISION & NEXT STEPS WITH MENTOR

19. MeetUp Meetings and Future Weekday Workshops For Existing Businesses Customers – Impacted by All Functions in Your Business Marketing Will cover topics and discussion in all parts of business activities and operations Sales Customer Service Service Delivery Purchasing / Manufacturing Distribution Finance Business Owners / Management - responsible for Business Performance

20. Specialized Workshops We also offer several specialized workshops: Building Your Business Plan Step-by-step process to organize business concepts and ideas into a Plan Plan development using SCORE template Communicating business concepts to others Utilizing Websites To Boost Sales Benefits of a web presence Key elements of web design Do it yourself versus hire a professional Internet Marketing and Social Media for Business Marketing your website Search Engine Optimization (SEO) Using social media

21. How do we measure ourselves? • Volume • Total Services and Face-to-face Mentoring • Quality • Follow-on Rate • Long Term Clients • Net Promoter Score

22. How do we measure ourselves? Total Services is the combination of all reported mentoring and workshop (both local and online) attendance. While a ‘fruit salad’ kind of number, it has been a key metric for many years. Face-to-Face Mentoring is our prime service and is regarded as the most important component of Total Services.

23. How do we measure ourselves? Follow-on Rate % answers the question “What % of all of SCORE mentoring sessions are of a follow-on (as apposed to a first time) nature?” The presumption is that the more valuable the services are to the client and the more they appreciate the assistance provided, the more they will come back to SCORE for ongoing mentoring, thus reflecting a higher perceived quality of the service. Long Term Clients shows the number of clients who have received 5 or more hours of mentoring during the time period selected, typically a current fiscal year. Gallup surveys have confirmed that strong client-mentor engagement and the impact on results achieved are clearly much greater when long term mentoring has taken place.

24. How do we measure ourselves? Net Promoter Score (NPS) is known among practitioners as the answer to “the ultimate question”. The main client satisfaction survey question is “On a scale of 0-10, how likely would you be to recommend our products or services to a friend or colleague?” Those who rate you as a 9 or 10 are considered proactive “promoters”, those rating you a 7 or 8 are viewed as “neutral” and those rating you 6 or less are “detractors (likely to bad mouth your services). The percentage of all respondents that are detractors is subtracted from the percentage of promoters to derive the Net Promoter Score. Currently, clients are polled after their initial session report, more ‘probe points’ are planned.

25. How are we doing what we do? • Some survey results • Last years results • Latest projection on our impact, Nationally and Locally

26. Kaufmann PSED Trending information from the 2007 Kaufmann Panel Survey of Entrepreneurial Dynamics: 96% of SCORE clients starting a business in 2005 were still in business after one year – 16% higher than the national average of non SCORE clients 94% were still in business after two years – 27% higher than non SCORE clients The greatest impact resulted from improved business plans (33%), followed by marketing plans (24%)

27. SCORE Gallup 2012 Survey Findings • Survey size – 3.350 (~150K mentoring clients in 2011) • 77% had multiple sessions, 32% had 5 or more; 32% also used other ‘providers’; 47% had also attended a workshop • 78% were likely to recommend SCORE to a friend or associate; 73% had already done so; 68% intended to continue to use SCORE in the future • Technology savvy – 87% had a web site or more deployed; 77% marketed via email; 76% utilized social networking

28. PwC 2013 Client Survey • Survey size – 12,925 clients (51 local) • When they came to SCORE • 30% were considering a business idea and 23% of them did • 35% were in the process of starting a business and 43% of them did • 34% were already in business and 12% of them started a new one • Bottom line – 26% started a new business in 2012 • Did we help? • 57% said as a result of working with SCORE they changed their business practices • of the 26% that started a new business, 64% said we helped • 54% grew revenue and 51% said we helped • 23% added employees and 37% said we helped • 80% said they would recommend SCORE to an associate

29. Our ‘numbers’ from last year

30. What was the impact last year? • PwC ‘s projection of Client Impact: • Nationally • 37,054 new businesses ($188 per business) • 82,206 jobs created ($85 per job) • 50,791 businesses saw revenue growth ($59 back to the Treasury for every Federal dollar appropriated to SCORE) • Locally • 78 new businesses • 62 clients who grew their business • $4.9M in local revenue growth

31. Why we do what we do It’s fun It’s creative It’s rewarding – really rewarding It’s challenging Develop new friends that share a common interest in helping others Help your community through job and economic growth

32. What we expect from our Active Mentors • Complete all the New Member Requirements • Contact new clients within 48 hours of being notified of an assignment • Timely reporting of all client interactions • Attendance at a minimum of 6 monthly membership meetings a year • Support at least 2 (3 preferred) workshops as a presenter, coordinator or coach each year • Report non-mentoring support hours monthly (Constant Contact survey) • Ensure that your availability is current (more in the IT session) • Appropriate attire when representing SCORE (business casual suggested)

33. Miscellaneous New Member Info Things that your Sponsor should remember to tell you! The Membership Committee should have assigned you a Sponsor to work with you over the first few months to make sure you accomplish New Member requirements and to introduce you to the mentoring process as well as other members It is up to you to complete the requirements – ask for help if you need it! If you want to email all local members, perhaps to ask for co-mentoring opportunities or to get help in a specific area with a client, send the email to: forum@score-suncoast.org. A note on the forum – use it sparingly for SCORE business only and don’t include other addressees. If you want a SCORE email address, send an email to help@score.org and request a scorevolunteer.org. Format: [your name]@scorevolunteer.org

34. SCORE Office Information

35. Computers Both the front desk computer and the back office computer have internet access and Office 2007 installed and both are networked to the copier / printer. The office has wireless access to the internet and no password is required You cannot connect your PC to the copier/printer, so if you have materials you want to print, bring them on a USB “thumb” drive and open them on an office PC to print Access to RMA information is available on both PCs – link on the Desktop (separate IT training covers in detail)

36. Miscellaneous Office Information Heating and Air Conditioning Please do not adjust the thermostat – if it is too hot or cold, lower of raise only 1-2 degrees. Reset to where you found it when you leave. Telephones You may use them for outgoing calls. Do not answer any incoming calls. Paula picks up and handles voicemails that are left by callers. Lights and Copier Turn them off when you leave Copier paper is in the storage room

37. Miscellaneous Office Information Office door combination (the office is not routinely staffed) The office door combination is: (not here for security – write it down!) Click the numbers and then turn the knob to open You may use the deadbolt while you are in the office if you wish To lock the door as you leave, press the button at the top – it will glow green. Then turn the know clockwise and you will hear the door click locked. Office Access – Nights and Weekends There are security gates that are closed after hours. To get a key fob to allow you to get into the complex when the gates are closed, key fobs are available for members. Contact Fred Dunayer.

38. Thank you! Questions / Comments?