Know Your Customer

Every business knows that to survive and succeed it needs customers.  Unfortunately too many businesses treat their customers like secondhand citizens who are merely their means to an end….turning a profit.   Businesses frequently enact policies that negatively impact the consumer and cause such bad feeling that the client closes down the relationship and the business not only loses a customer, but also has its reputation tarnished.  A company’s success is contingent on providing excellent products (or services) and also making sure customer needs are satisfied in a positive and pleasant manner.

An exclusive hair salon in NYC recently found that many of its long time clients were cancelling their regularly scheduled appointments.  Each week they were serving fewer customers and most of these were first timers.  When they called the BizBuilding team to help them figure out and fix the problem business was already down by 40%.

The first question asked was did the salon recently alter its business model  or pricing?  The salon owner insisted that nothing had significantly changed.  Our  team decided to do a customer evaluation with former clients of the salon.  They all gave a similar response:  They loved the services they got at the salon and the stylists were all top quality.   Most of these consumers said when they left the salon after a haircut or color service, they felt special and looked great.

Then a few months ago the salon instituted a new policy:   there would be an extra surcharge of $60 ($75 for long hair) to get a blow dry after a service.  The customers were outraged.  They did not want to spend the extra money for a process they thought should have been part of the already expensive service.  When the salon owner finally acknowledged this change in policy, he explained that the blow dry process took too long and a stylist could see three more customers per day without having to do it.  The surcharge made up the margin.  He had not considered that his customers would have such strong feelings about this change in service practice and pricing.

The BizBuilding team came up with a solution that increased the profitability of the salon while satisfying the needs of the customers.  The salon hired two style assistants who were solely responsible for complementary blow-drying.   This freed up the  senior stylists to see more clients.  The increase in customers paid for the new hires and increased revenue.  All clients in the salon database were sent a letter explaining the new procedure and offered a 20% off discount.  They returned and business at the salon is better than ever.

Customer surveys and evaluations should be a standard part of business practice.  Understanding customers changing needs and if they are happy with the way you do business is vital to keeping a business lucrative.  Decisions to make strategic changes in the business practice must be reviewed with respect to consumer tolerance of these changes.  Ultimately having satisfied and happy customers is the best way to achieve profitability.

Micro-Loans 101: A Credit Solution For Small Businesses

When people hear about micro-loans they automatically assume it is an advantage for small businesses  in developing countries.  But the reality is that these small short-term loans are available in the United States.  These loans are especially helpful during times of economic stress and often carry a business thru a few months of difficulty allowing it recover and even come back stronger.

The information below contains all the facts you need to know about micro-loans and hopefully will be a starting point to helping some entrepreneurs get through the current credit crunch.

What are micro-loans?

Micro-loans are small, short-term loans made to people who do not have access to more mainstream lenders such as banks.   Making and servicing a loan involves administrative costs for lenders, therefore they will often refuse to make loans that are too small, to people that lack collateral, or to people that do meet their risk standards. 


Micro-loans were originally designed to help the very poor in developing countries get access to enough funds to build a business, but the concept also filled a lending gap in the developed world and today most countries have one or more micro-lending institutions. Although there are many different types of micro-loans, most micro-lenders are non-profit organizations that emphasize helping the poor.

Micro-loans in the United States

Although the concept first gained traction in the developing the world, it was soon realized that micro-loans could also help small businesses without access to bank loans in the United States. The first major micro-lender in the United States was ACCION USA, http://www.accion.org which is still the country’s largest micro-lender and has loaned about $210 million to more than 20,000 small entrepreneurs.
ACCION USA is a non-profit organization that offers very small loans to small American businesses that do not qualify for traditional loans. The average ACCION USA loan amount is $5,300 and the loss rate is very low compared to traditional loans. Because micro-lenders are typically non-profit organizations, most micro-loans have very reasonable interest rates, as well.

Micro-loan borrowers

Mico-loans are generally targeted to very small businesses run by one or two people, such as independent child-care workers, caterers, small restaurants and food businesses, and small specialty shops. Independent contractors – like construction workers or craftsmen – are also frequent recipients of micro-loans. Micro-loans are also popular short-term bridge loans for slightly larger businesses, to help with immediate cash flow issues.
  Many micro-lenders focus on lending to entrepreneurs in immigrant communities who cannot qualify for mainstream loans.  Small businesses in poor or depressed areas also tend to receive more micro-loan attention than those coming from affluent areas.

How can you qualify for a micro-loan?

There are currently more than 250 micro-lenders operating in the United States, each with its own focus and minimum loan-qualification requirements. Small business loans from ACCION USA require the applicant to have a credit score of at least 575, not to have filed for bankruptcy in the previous twelve months, to be current on all bills and expenses (especially rent or mortgage payments), and to have less than $3,000 in outstanding debt. Small businesses must also be operational, have all licenses and permits necessary to conduct business, and have a regular cash flow sufficient to make monthly loan payments. Other micro-lenders have other standards, some of which are considerably less stringent than those of ACCION USA.

Micro-loans and the current economy

Not surprisingly, the recession and credit crunch have seen a large increase in applications for micro-loans. Although the default rate on micro-loans has increased some, it has not come near the levels seen in most other lending sectors. Most non-profit micro-lenders receive a significant portion of their operating capital from the government (via the Small Business Administration and a separate fund administered by the Treasury Department), so they have remained active lenders throughout the crisis. While larger loans – those of $10,000 or more – have become less common, small loans of between $3,000 and $8,000 have become easier to obtain. The loans are small, but they are often more than enough to solve temporary cash flow problems or to launch small business start-ups.