Retention Marketing Matters Now More Than Ever

 

J. Roy Miller, State Director, NMSBDC Network

As recently as a few years ago, when a customer had a bad experience and moved his business elsewhere, he shared his story with neighbors or business associates. These days, online social networks provide forums that can spread both facts and rumors to many more people at cyber speeds.

Bad customer service today can cost a business not just one customer but potentially hundreds or thousands more who decide not to try a product or service based on one customer’s negative experience. That’s why it’s more important now than ever to retain existing customers and keep those customers happy so negative comments never have the opportunity to spread.

Continue reading

Protective Impulses Should Apply to Original Works, Trade Secrets

Deborah Peacock

Deborah Peacock of Peacock Myers P.C.

Copyrights and trade secrets can protect two types of intangible assets that can be the basis of business success.

Copyrights apply to original literary, dramatic, musical and artistic works. They can protect blueprints, computer software, jewelry, television ads and performances.

Trade secrets are any bits of information or ideas that, if leaked, could be used by another company to undercut the originator’s competitive advantage. A customer list or computer code could be a trade secret, and the precise formula for the Coca Cola soft drink has been a trade secret for decades. An example of partial failure of trade secret protection is when another company reverse-engineers computer software, uses the concepts discovered and writes source code from scratch embodying the concepts. Continue reading

Construction Industries Considering Reinspection Fee Hike, New Journeyman Ratios

by Teala Kail, Public Information Officer, NM RLD

The New Mexico Regulation and Licensing Department’s Construction Industries Division (CID) is considering two rule changes to the New Mexico Administrative Code (NMAC) that would increase reinspection fees and clarify the ratio of journeymen to apprentices in the construction industry. The agency wants to hear from the public before making the rules official and has scheduled five public hearings around the state to take public comment.

New Rules

One reason the agency wants to increase reinspection fees is to cover the cost of these services. The fee increase applies only to construction projects that require reinspections because they failed the first inspection.

This rule change is expected to encourage contractors to have their construction projects in their appropriate phases before requesting inspections. If the rule change takes effect, reinspection fees will rise from $45 to $80 for a second inspection and to $120 for a third or subsequent inspection.

Continue reading

New Mexico Veterans Apply Skills to Marketplace

Lloyd Calderon, Director, New Mexico Veterans’ Business Resource Center

The stories we hear about veterans tend to be heartbreaking ones that demand the attention of a nation at war in two countries — stories about veterans who are debilitated or made homeless by service-related physical or psychological injuries. But there’s a success story involving vets that few people hear. In New Mexico, that story involves the 22,600 businesses owned by veterans — fully one out of seven of the 158,200 small businesses based in our state, according to the Small Business Administration.

New Mexico is home to 180,000 veterans, 30,000 of whom have served in Iraq and Afghanistan. Many of those former soldiers hope to draw on the same commitment, dedication and courage that served them in battle to operate businesses that serve community needs and provide jobs to other Americans.

Hundreds of the warrior-entrepreneurs doing business in New Mexico find assistance in their quest at the Veteran’s Business Development Office, an office of the New Mexico Department of Veterans’ Services. State Secretary of Veterans’ Services John Garcia started this office about two years ago to help returning veterans establish new businesses or expand existing ventures — but he especially aimed to help eligible vets take advantage of new federal laws that set aside 3 percent of federal contracts for businesses owned by vets who were disabled during the course of their military service.

Continue reading

Cash Flow is Decisive When Pricing a Small Business

Wayne Unze, Director of Business Brokerage at Maestas & Ward Commercial Real Estate

Pricing a business for sale requires evaluating its cash flow—another name for a business’s earnings before interest, taxes, depreciation, amortization and owner’s compensation are subtracted.  Cash flow is then multiplied by a number that falls within a range appropriate for the industry and market—a number that takes into account other variables that affect the business.

But unlike multimillion dollar enterprises, small businesses often find much of their cash flow goes toward the owner’s compensation (salary and benefits).  To accurately determine a small business’s true cash flow, its owner’s total compensation package must be removed from the equation to reveal essential operating expenses and thus avoid undervaluing the business.

The easiest and most widely accepted way to do this is to add all components of the owner’s compensation — things like health insurance premiums, salary, auto lease and profit sharing — to the earnings before interest, taxes, depreciation and amortization (known as EBITDA).  Other additions might include non-recurring expenses such as one-time moving expenses; however a seller must be able to prove all the cash flow components.  This means any expense he maintains is not business-related or is personal compensation must have a receipt or other validating document supporting the claim.

Continue reading

Knowledge is Power When You’re Looking for Capital

Paul Goblet, Investment Advisor to the New Mexico Small Business Investment Corporation

In the midst of the credit crisis, foreclosures and bank closings, it’s certainly understandable that some businesses have a harder time getting a loan than they did 18 months ago. Yet New Mexico has been spared much of the financial pain being experienced in Florida, California and elsewhere.

In many cases, failure to qualify for a loan has more to do with a person’s business or personal credit than it does with the nation’s economy.  No one today wants to lend to businesses with these problems:

  • A history of being late on interest and principal payments to creditors
  • A prior foreclosure or debt settlement
  • Little or no means to support the consistent repayment of the loan
  • No collateral of any merit or value to support the loan
  • A poor debt service coverage or debt-to-equity ratio, which leads to a low credit score

Compounding the problem is that many business owners don’t know where to turn for information, assistance or training to fix a credit problem.  Small Business Development Centers are among the most helpful resources in the state for this type of guidance.  Similarly, WESST provides technical assistance and training to business owners and those looking to start a business.

Continue reading

Poor Hires to Management Team Can Destroy a Business

Mark Walztoni, Human Capital Advisor at Flywheel Ventures and Managing Director at Sustainable Ventures Alliance LLC

Mark Walztoni, Human Capital Advisor at Flywheel Ventures and Managing Director at Sustainable Ventures Alliance LLC

Given that 60 percent of an angel investor’s decision to invest is based on the strength of the management team, according to the National Angel Association, an entrepreneur or investor needs to get the right people on the management team — in the positions that match their talents — and get the wrong people off the team.

Identifying and retaining top talent can be more challenging in New Mexico than it is in other places, judging by the numbers of reports about the dearth of top talent here.

It’s all in the specs

While candidate identification largely occurs online, the first step is to develop a clear job specification, including clear objectives and responsibilities for each job on the management team. The most effective companies use behavior-based questions about past situations to identify the cultural requirements and expectations of the prospective hire’s internal and external customers, peers and staff. Continue reading

What’s in a Name? A Potential Gold Mine

Deborah Peacock

Deborah Peacock of Peacock Myers P.C.

Consumer reliance on Kleenex as the colloquial term for all facial tissues and Fiberglas the generic term for glass fiber insulation is an asset of incalculable value to the manufacturers of both products because Kleenex and Fiberglas came to be seen as the very incarnation of their respective products, rather than specific brands. To continue in this vein, the makers of both protect these names with trademarks to distinguish them from imitators.

Anyone with a product that could set a standard in its class in commerce should consider obtaining trademark protection. Before proceeding further, she should consult a qualified attorney or legal expert. Continue reading

Customer Service for All Seasons

James Hernandez, Vice President at First Community Bank in Santa Fe

James Hernandez, Vice President at First Community Bank in Santa Fe

When the economy sours, many businesses cut back on services they consider nonessential. The most shortsighted companies lump customer service into the “expendable” category.

What these businesses don’t understand is that consumers tend to remember the people and businesses that help them through tough times.  It might be a business that provides a vital, one-time service or it might be a store the customer visits often, such as a grocery or hardware store.

The store that employs enough people to prevent backups in the checkout lines and to answer customers’ questions is the store most likely to survive a recession because it’s demonstrating a respect for its customers’ time and energy at a time when many stores are trying to limp along with skeleton crews. Continue reading

SBA Program Helps Disadvantaged Small Businesses Grow

John Woosley, Director, U.S. Small Business Administration, New Mexico District Office

John Woosley, Director, U.S. Small Business Administration, New Mexico District Office

Most business owners are aware of the loan guarantees provided by the U.S. Small Business Administration (SBA) to help support and develop their businesses. SBA is also the agency that helps small businesses contract with the federal government, the largest customer in the world.  Included in that contracting role is the 8(a) program, which uses federal contracting opportunities to help socially and economically disadvantaged small businesses participate in the marketplace.

Under the program, SBA business development specialists provide a broad range of support such as mentoring, procurement assistance, training and other financial, management and technical assistance to help these businesses prepare to do business with the federal government and other customers.

Who is eligible

The general eligibility for the 8(a) program includes individuals who are “socially and economically disadvantaged.” This category includes people who are members of racial and ethnic minority groups and other individuals who can show individual social disadvantage.  A personal net worth of $250,000 or less, excluding the value of any residence and the applicant business, is one of the parameters for economic disadvantage for the purposes of this program.

Continue reading