SCORE – For the Life of Your
Business
v.11/9/13
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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
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Who we are - National SCORE

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).
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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
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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.
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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.
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Business Demographics
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How we do what we do
Our local chapter is organized to
focus on:
Mentoring
Manatee & Sarasota
Business Community
Community
Outreach
Education &
Training
Community Outreach
Mentoring
Membership Development
Membership
Development
Education/Training
Administration and Support
Join one of our teams!
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Our organization structure
Chapter Executive Committee
Chair
Vice Chair
Treasurer
Secretary
Past
C
Past
Chair
Team Leaders
Administrative Team
Membership
Development Team
Mentoring Team
Recruiting Team
Education and
Training Team
Audit
Outreach and
Marketing Team
Fundraising
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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
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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.
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How we do what we do
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.com
Monthly 1-1/2 hr meetup group meeting with educational topic / discussion
Mid-day timing, currently 11:30am - 1:00pm
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How we do what we do
Mentoring
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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.
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FY12 Mentoring – PwC data
When I first came to SCORE I was:
National responses = 12,935
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Local responses = 51
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FY12 Mentoring – our data
What clients initially asked for:
What the mentors provided:
n = 434
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How we do what we do
Workshops
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Simple Steps for Starting Your Business
Session 1:
Start-up
Basics
PERSONAL MENTORING
Decide
to
Continue
Session 2:
Business
Concept
Session 3:
Marketing
Plan
Session 4:
Financial
Projections
Session 5:
Funding
Sources
“GO OR NO GO” DECISION &
NEXT STEPS WITH MENTOR
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MeetUp Meetings and Future Weekday Workshops
For Existing Businesses
Customers – Impacted by All Functions in Your Business
Will cover topics and discussion in all
parts of business activities and
operations
Marketing
Sales
Customer Service
Service Delivery
Purchasing / Manufacturing
Distribution
Finance
Business Owners / Management - responsible for Business
Performance
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Specialized Workshops
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
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How do we measure ourselves?
•Volume
• Total Services and Face-to-face Mentoring
• Quality
• Follow-on Rate
• Long Term Clients
• Net Promoter Score
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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.
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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 clientmentor engagement and the impact on results achieved are clearly
much greater when long term mentoring has taken place.
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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.
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How are we doing what we do?
•
Some survey results
• Last years results
• Latest projection on our impact, Nationally and Locally
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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%)
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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
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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
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Our ‘numbers’ from last year
Metric
FY2013
New Clients
411
Mentoring Sessions
1,466
Follow-on %
72%
Net Promoter Score
74%
Workshops
43
Workshop Attendees
609
Volunteer Hours
4,500
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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
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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
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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)
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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.
•
If you want a SCORE email address, send an email to help@score.org and
request a scorevolunteer.org. Format: [your name]@scorevolunteer.org
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SCORE Office Information
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Computers
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)
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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
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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.
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Thank you!
Questions / Comments?
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