Attendance
In attendance: Tom Breslawski, Rich Cavallaro, Kurt Engebrecht, Shaun Fowler, Robert Fujimura, Rick Hall, Lisa Kretzer, Kevin LoCicero, Hugh Miller, Chris Moulton, Darryl Powell, Shantae Russell, Lou Sabo, Dale Sparks, Paul Tracy
Absent: None! 🎉🎉🎉
Subs:
Alecia Peterson, Drummergirl Marketing, Alecia@DrummerGirlMarketing.com, (585) 502-8625 (Rich Cavallero)
Mike D’Angelo – Reliable Power Systems, service@rpsgenerators.com, (585) 530-0238 (Sara Cousins)
Guests:
Jared Cali – Cali Electric JCali@SunriseSolar.ny.com, (585) 218-0631
Regina Howland – Beyond Sessions, Regina@BeyondSessionsCounselingServices.com, (585) 210-9760
Olivia Breslawski – Girl Scouts of America – no information provided 😉
Marketing Minute: Sara Cousins
Sara shared an excerpt from HubSpot’s article 9 Business Challenges Every Small Business Struggles With (And Hot to Fix Them).
The Challenge: Delight your customers, get loyalty in return.
Customer satisfaction is a great goal, but customer delight is even better. Here’s why:
Positive service experiences entice customers to make additional purchases and repeat loyal customers spend more
Satisfied customers engage in word-of-mouth marketing, helping you with free acquisition
It’s cheaper to retain an existing, satisfied customer than it is to acquire a new one
Unfortunately, as a small business, it can be tough to delight customers in the way they desire. A lack of employees or dedicated service teams to help customers can also make it challenging to keep up and solve their issues. On top of that, a lack of capital can make it extra difficult to create programs that customers enjoy, like loyalty programs.
To achieve true customer delight and loyalty, you must surpass expectations and deliver an unmatched experience.
Here’s How to Fix It:
It takes work to continue solving for your customers in a way that turns them into raving fans. Here are recommended steps to getting in the right mindset:
Understand why your customers chose you and what they need
Set concrete expectations at the start of the engagement
Deliver on those expectations (and satisfy your customers' needs)
Innovate how you can provide unexpected extras that go above and beyond
Continue to measure satisfaction and improve the customer experience
When you understand your customers’ needs, expectations, and cater to their desires, it will pay off, as you will reduce customer churn and instead inspire loyalty.
Presenter: Shaun Fowler
Shaun shared the three pillars of Friendly Neighborhood Bookkeeping (FNB):
Approachable – Finances are uncomfortable. FNB makes them easier to talk about.
Accurate – FNB gets things right the first time with systems that drive consistency.
Affordable – Bookkeeping is an unproductive necessity. FNB ensures billings are below market pricing.
He also brought up the fact that neither a CPA nor a Virtual Assistant has aptitude in both accounting AND operations, like FNB does. FNB can help business owners review pricing strategy, do long-term strategic planning, put systems in place for recurring activities and streamline workflows. Business owners can focus on profitable tasks when they know how to get around the barriers they consistently run into. FNB helps them do that.
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NRG NEWS / GENERAL INFO
Joint Networking Event - Brighton Chamber of Commerce & Rochester Women’s Network
Old Farm Café (Winton Place), Tuesday February 18, 5:30 - ?
Reconnect with past relationships, find new ones & promote NRG
Be a guest of Chris or Lisa for free entrance.
January Presider & Greeter
Presider: Sara Cousins
Greeter: Lisa Kretzer
People Available to Sub:
View the Subs tab on this spreadsheet to schedule someone to cover in your absence.
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UPCOMING MEETING SCHEDULE / ONLINE CALENDAR
January 21
Marketing Minute: Shaun Fowler
Presenter: Kurt Engebrecht
January 28
Marketing Minute: Kurt Engebrecht
Presenter: Robert Fujimura
February 4
Marketing Minute: Robert Fujimura
Presenter: Rick Hall
February 11
Marketing Minute: Rick Hall
Presenter: Kevin LoCicero
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