1. National Site www.score.org manasota.score.org 941.955.1029 1 SCORE – For the Life of Your Business v.11/9/13

2. National Site www.score.org manasota.score.org 941.955.1029 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. National Site www.score.org manasota.score.org 941.955.1029 3  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). Who we are - National SCORE

4. National Site www.score.org manasota.score.org 941.955.1029 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. National Site www.score.org manasota.score.org 941.955.1029 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. National Site www.score.org manasota.score.org 941.955.1029 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. National Site www.score.org manasota.score.org 941.955.1029 Business Demographics

8. National Site www.score.org manasota.score.org 941.955.1029 8 Our local chapter is organized to focus on: Mentoring Education/Training Membership Development Community Outreach Join one of our teams! How we do what we do

9. National Site www.score.org manasota.score.org 941.955.1029 9 Our organization structure Chair Past C Vice ChairTreasurerSecretaryPast Chair Team Leaders Chapter Executive Committee Administrative Team Mentoring Team Membership Development Team Recruiting Team Education and Training Team Outreach and Marketing Team Audit Fundraising

10. National Site www.score.org manasota.score.org 941.955.1029 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. National Site www.score.org manasota.score.org 941.955.1029 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. National Site www.score.org manasota.score.org 941.955.1029 12 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.comwww.meetup.com Monthly 1-1/2 hr meetup group meeting with educational topic / discussion Mid-day timing, currently 11:30am - 1:00pm How we do what we do

13. National Site www.score.org manasota.score.org 941.955.1029 How we do what we do Mentoring

14. National Site www.score.org manasota.score.org 941.955.1029 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 AND report the contact in CORE. More in your next orientation module on handling that activity.

15. National Site www.score.org manasota.score.org 941.955.1029 FY12 Mentoring – PwC data When I first came to SCORE I was: National responses = 12,935Local responses = 51

16. National Site www.score.org manasota.score.org 941.955.1029 FY12 Mentoring – our data What clients initially asked for:What the mentors provided: n = 434

17. National Site www.score.org manasota.score.org 941.955.1029 17 How we do what we do Workshops

18. National Site www.score.org manasota.score.org 941.955.1029 18 Simple Steps for Starting Your Business PERSONAL MENTORING Session 3: Marketing Plan Session 2: Business Concept Session 4: Financial Projections Session 1: Start-up Basics Session 5: Funding Sources Decide to Continue “GO OR NO GO” DECISION & NEXT STEPS WITH MENTOR

19. National Site www.score.org manasota.score.org 941.955.1029 19 MeetUp Meetings and Future Weekday Workshops For Existing Businesses Sales Customer Service Purchasing / Manufacturing Distribution Finance Business Owners / Management - responsible for Business Performance Marketing Service Delivery Customers – Impacted by All Functions in Your Business Will cover topics and discussion in all parts of business activities and operations

20. National Site www.score.org manasota.score.org 941.955.1029 20 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 Specialized Workshops

21. National Site www.score.org manasota.score.org 941.955.1029 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. National Site www.score.org manasota.score.org 941.955.1029 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. National Site www.score.org manasota.score.org 941.955.1029 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. National Site www.score.org manasota.score.org 941.955.1029 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. National Site www.score.org manasota.score.org 941.955.1029 25 How are we doing what we do? Some survey results Last years results Latest projection on our impact, Nationally and Locally

26. National Site www.score.org manasota.score.org 941.955.1029 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. National Site www.score.org manasota.score.org 941.955.1029 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. National Site www.score.org manasota.score.org 941.955.1029 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. National Site www.score.org manasota.score.org 941.955.1029 29 Our ‘numbers’ from last year MetricFY2013 New Clients411 Mentoring Sessions1,466 Follow-on %72% Net Promoter Score74% Workshops43 Workshop Attendees609 Volunteer Hours4,500

30. National Site www.score.org manasota.score.org 941.955.1029 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. National Site www.score.org manasota.score.org 941.955.1029 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. National Site www.score.org manasota.score.org 941.955.1029 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. National Site www.score.org manasota.score.org 941.955.1029 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. forum@score-suncoast.org If you want a SCORE email address, send an email to help@score.org and request a scorevolunteer.org. Format: [your name]@scorevolunteer.orghelp@score.org

34. National Site www.score.org manasota.score.org 941.955.1029 34 SCORE Office Information

35. National Site www.score.org manasota.score.org 941.955.1029 35 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) Computers

36. National Site www.score.org manasota.score.org 941.955.1029 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. National Site www.score.org manasota.score.org 941.955.1029 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. National Site www.score.org manasota.score.org 941.955.1029 38 Thank you! Questions / Comments?