SCORE

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

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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).

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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

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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.

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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.
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Business Demographics
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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!

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

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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-gt 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 1130am - 100pm

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How we do what we do
Mentoring
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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 AND report the contact
in CORE. More in your next orientation module
on handling that activity.
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FY12 Mentoring PwC data

• When I first came to SCORE I was

National responses 12,935
Local responses 51
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FY12 Mentoring our data

• What clients initially asked for

What the mentors provided
n 434
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How we do what we do
Workshops
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Simple Steps for Starting Your Business
Session 1 Start-up Basics
PERSONAL MENTORING
Decide to Continue
Session 3 Marketing Plan
Session 2 Business Concept
Session 4 Financial Projections
Session 5 Funding Sources
GO OR NO GO DECISION NEXT STEPS WITH MENTOR
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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
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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

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How do we measure ourselves?

• Volume
• Total Services and Face-to-face Mentoring
• Quality
• Follow-on Rate
• Long Term Clients
• Net Promoter Score

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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.
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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.
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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.
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How are we doing what we do?

• Some survey results
• Last years results
• Latest projection on our impact, Nationally and
  Locally

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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)

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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

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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

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Our numbers from last year
Metric FY2013
New Clients 411
Mentoring Sessions 1,466
Follow-on 72
Net Promoter Score 74
Workshops 43
Workshop Attendees 609
Volunteer Hours 4,500
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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

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Why we do what we do

• Its fun
• Its creative
• Its rewarding really rewarding
• Its challenging
• Develop new friends that share a common interest
  in helping others
• Help your community through job and economic
  growth

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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)

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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_at_score-suncoast.org. A note on
  the forum use it sparingly for SCORE business
  only and dont include other addressees.
• If you want a SCORE email address, send an email
  to help_at_score.org and request a
  scorevolunteer.org. Format your
  name_at_scorevolunteer.org

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SCORE Office Information
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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)

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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

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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.

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Thank you!
Questions / Comments?