Transcript Media Training/ Common Client Experience

Fresh Approaches to a
Customer Friendly SBDC
Presenters:
Bob Judevine
Sandra Sanchez
Gillian Murphy
Northern California SBDC Network
Los Angeles Regional Network
San Joaquin SBDC
Agenda
1. Phone Calls to Your Center
2. Visitors to your Center
3. First Client Counseling Session
4. Follow up Counseling sessions
5. Managing and Documenting Milestones
Guy on the
left is an
amateur
trapeze
artist.
Has 5 k
and wants
to start a
company
to support
herself
and son.
Business at my
new company
Traf-0-Data was
20K last year. It
has slowed
down since my
customers found
out I am 17.
Phone Calls to your Center
Do you use a script?
• Referrals to web tools
• Scheduling appointments and managing
deal-flow
• Referrals to other Service partners
• Tire Kickers and why we love them
Visitors to your Center
Is there someone to greet them?
• New Client Welcome Packets
• Other Handouts
• Website address and web tools
available
First Client Counseling Session
How do you ensure a good start?
• General Checklist
• New Business Checklist
• Existing Client Checklist
• Referrals : Training , resource partners,et
Follow Up Counseling Sessions
How do you manage quality counseling
• Scope of work? Role modeling goal
orientation and managing your clients.
• Maintain high expectations
• Referrals – specialty counseling
Documenting Milestones
 How do you document milestones?
 Integrated into goal setting.
 Celebrated
 Ensuring your center gets credit for its
hard work!
Closing Thoughts
E-copies at:
www.norcalsbdc.org/conference
Thank You