1. Fresh Approaches to a Customer Friendly SBDC Presenters : Bob Judevine Northern California SBDC Network Sandra Sanchez Los Angeles Regional Network Gillian Murphy Sa n Joaquin SBDC

2. Agenda 1. Phone Calls to Your Center 2. Visitors to your Center 3. First Client Counseling Session 4. Follow up Counseling sessions 5. Managing and Documenting Milestones

3. Guy on the left is an amateur trapeze artist.

4. Has 5 k and wants to start a company to support herself and son.

5. Business at my new company Traf-0-Data was 20K last year. It has slowed down since my customers found out I am 17.

6. Phone Calls to your Center Do you use a script? Referrals to web tools Scheduling appointments and managing deal-flow Referrals to other Service partners Tire Kickers and why we love them

7. Visitors to your Center Is there someone to greet them? New Client Welcome Packets Other Handouts Website address and web tools available

8. First Client Counseling Session How do you ensure a good start? General Checklist New Business Checklist Existing Client Checklist Referrals : Training, resource partners,et

9. Follow Up Counseling Sessions How do you manage quality counseling Scope of work? Role modeling goal orientation and managing your clients. Maintain high expectations Referrals – specialty counseling

10. Documenting Milestones How do you document milestones? Integrated into goal setting. Celebrated Ensuring your center gets credit for its hard work!

11. Closing Thoughts Thank You E-copies at: www.norcalsbdc.org/conference