Welcomee to Steve Mills Marketing

1. Welcome Book
Maximising your marketing potential
Overdene House
49 Church Street, Theale
Reading, Berkshire, RG7 5BX
T: 0118 930 5700
www.stevemillsmarketing.com
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2. CONTENTS
Section 1 OUR WELCOME BOOK Page 3
Section 1.1 Who we are
Section 1.2 Not a typical marketing company
Section 1.3 Helping you make the right choice
Section 1.4 Why us?
Section 2 OUR GUIDING PRINCIPLES Page 4
Section 2.1 Our core purpose
Section 2.2 Our core values
Section 2.3 Our vision
Section 2.4 Our commitment to you
Section 3 ABOUT YOUR BUSINESS Page 5
Section 3.1 Some questions about your business
Section 4 GENERAL INFORMATION Page 6
Section 4.1 The history of STEVE MILLS Marketing Limited
Section 4.2 The company ethos
Section 5 THE SERVICES WE PROVIDE Page 7
Section 5.1 Business services
Section 6 OUR GUARANTEES Page 7
Section 7 HOW WE WORK OUT OUR PRICES Page 8
Section 7.1 How much do we charge?
Section 7.2 Your profit guaranteed
Section 7.3 Fixed Price Agreements
Section 7.4 Payment
Section 8 THE BASIS OF OUR RELATIONSHIP Page 8
Section 8.1 Our side of the relationship
Section 8.2 Your side of the relationship
Section 9 AFFILIATIONS AND PROFESSIONAL BODIES Page 9
Section 9.1 Institute of Sales and Marketing Management
Section 9.2 Institute of Directors
Section 9.3 Ecadamy
Section 9.4 West Berkshire Business Club
Section 10 VISITING OUR OFFICES Page 9
Section 10.1 Booking an appointment
Section 10.2 Our reception lounge
Section 10.3 Our round table
Section 10.4 Dedicated client care
Section 11 HOW TO FIND US Page 10
Section 12 A BRIEF INTRODUCTION TO THE TEAM Page 11
Section 13 HOW TO COMMENT ON OUR SERVICES Page 12
Section 14 QUESTIONS TO ASK A PROSPECTIVE MARKETING COMPANY Page 13
Section 15 RECOMMENDATIONS TO LIKE MINDED BUSINESS PEOPLE PAGE 13
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3. SECTION 1 OUR WELCOME BOOK
This book exists to introduce you to STEVE MILLS Marketing; our philosophy, our working methods
and our dedication to the best interests of our clients. I hope you will find it both useful and
informative.
Steve Mills MD
Section 1.1 Who we are
We believe it is important for you to know that we are not just a typical marketing company.
We have a business philosophy we call “Maximising your marketing potential”. Most marketing
companies help their clients by designing websites, brochures and adverts or, less frequently,
producing marketing strategies and providing advice.
At Steve Mills Marketing we go one step further by enabling clients to totally outsource their
marketing department. We help our clients to improve their marketing, income and profit figures.
We do this by providing a variety of marketing, sales and strategic planning services.
The Welcome Book will make clear the added value you will receive and the support we provide to
help you take your business to wherever you want it to go!
Section 1.2 Not a typical marketing company
We hope this book encourages you to look at us as individuals who want to form a real business
partnership with you. We want to be much more than another business supplier. We’d like our
relationship to be a little deeper.
After all we are involved in a very personal aspect of your life – the development of your business
and ultimately your “money and success!”
Section 1.3 Helping you to make the right choice
Everyone is different, as is every business. We need to check first that we are compatible. We do not
take on all potential clients that call us. Equally you need to make a decision about whether we are
the right company for you.
The Welcome Book will help you to make the right decisions about who you are going to use as your
marketing and business advisers.
Section 1.4 Why us?
In an ever changing environment we are constantly trying to build our businesses and balance our
lives. People who start their own business are generally experts in a particular area; starting out to
do the same job but doing it for yourself may seem easy.
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4. However, as their business grows, our clients often find themselves being dragged into taking on all
the roles that emerge within it, regardless of their abilities or experience. As the business continues
to grow they work more and more hours to meet demands and have less and less leisure time which
can have a detrimental impact on their families and health.
They sometimes end up resenting this, particularly when their business reaches its maximum
potential because they literally cannot do any more hours.
We have developed our concepts around a book called The E-Myth Revisited by Michael E Gerber.
The “E” stands for Entrepreneur, and the Myth is that most business people are genuinely
entrepreneurial. In reality, they are slaves to their own business. Michel Gerber’s book is essential
reading for all business owners or anyone considering embarking on the business journey.
At Steve Mills Marketing we understand the problems that business owners face in a competitive
business environment. We have developed a highly skilled business team and invested in innovative
business tools to help people get their business working for them and not the other way round. We
are committed to help business owners achieve their business and personal goals.
SECTION 2 OUR GUIDING PRINCIPLES
Section 2.1 Our core purpose
To help small businesses to maximise their sales and marketing, by helping them to win more leads.
Then helping them to turn more of those leads into sales and by doing so, make more profit.
Section 2.2 Our core values
We will always:
Provide outstanding service
Keep ourselves up to date with the latest in marketing
Provide additional free services to our client
Provide valued products and services to our clients
Work as a team both internally and with our clients
Be approachable and considerate to everyone
Act professionally and efficiently for our clients
Section 2.3 Our vision
To provide outstanding marketing, backed up by world class customer service.
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5. Section 2.4 Our commitment to you
We have developed policies within our company that help us work more efficiently and effectively
and maximise the use of our time; some of these are listed below.
You will have a dedicated account manager who oversees the work that is undertaken for you
All e-mails, letters and telephone calls will be dealt with promptly and politely
We will inform you about the latest services we can provide to help you grow your business
We will agree deadlines with you and stick to them whenever possible
We will use agendas wherever possible to structure our meetings, meaning that nothing gets
missed
We appreciate that everyone is different and some people don’t like receiving letters, so you
can tell us your preferred method of communication
We may ask you for “nagging rights” so that we can help you meet your goals and obligations
SECTION 3 ABOUT YOUR BUSINESS
Section 3.1 Some questions about your business
Here are some questions to ask yourself to help in your decision to outsource your marketing:
Question Answer
Are you making enough profit?
On a scale of 1 to 10 (1 being the lowest) how
effective is your current marketing?
How long on average do you spend on marketing
each month?
Is your company working to its maximum potential?
Do you know what your return on investment is for
each marketing pound you spend?
What percentage of your enquiries do you convert
into sales?
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6. What is your average unit of sale?
How do you compare in terms of price with your
competitors?
What would happen to your business if something
happened to you?
Do you know your marketing numbers?
(For example - your enquiry to appointment ratio, or
the number of enquiries each of your marketing
campaigns secures)
Do you know how many different on-line marketing
initiatives you use?
Have you ever benchmarked your business?
SECTION 4 GENERAL INFORMATION
Section 4.1 The History of Steve Mills Marketing
The company was first formed in 1995 and has recently rebranded as Steve Mills Marketing.
Section 4.2 Ethos behind the company
We recognise that all businesses have three departments. They are finance, operations and
marketing.
Most business owners are very good at the operational side of their business. After all that is why
most of them went into business. So in effect the solicitor opens their own legal practice and the hair
dresser their own salon.
They know that they need help on the accountancy side of their business and so they hire an
accountant.
However, many business owners attempt to do their own marketing and waste a significant amount
of the money they spend. Over time they either get a good reputation and start winning business
from referral, or they go bust!
Therefore they limit themselves and their business. At Steve Mills Marketing we help our clients to
maximise their current marketing campaigns and then to build additional marketing pillars, or, as we
like to call them, “Streams of Income”
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7. SECTION 5 THE SERVICES WE PROVIDE
Section 5.1 Marketing services
Online Marketing Services Direct Marketing Services
Website Optimisation Direct Mail Campaigns
PPC Advertising Campaigns E-mail Marketing Campaigns
Blogging Telemarketing
Social Media Training
SECTION 6 Training Reports
Sales Training Website Reports
Marketing Training Marketing Audits
Customer Service Training Marketing Plans
Presentation Skills Training
Marketing services
Marketing Department
Marketing Director
Mentor Programme
Masterclass Group
Interim Marketing Management
SECTION 6 OUR GUARANTEES
We guarantee that all our work and advice will be correct to the best of our knowledge
We guarantee that we will never charge more than the fixed price unless you ask us to do some
extra work. For this we agree the charge with you in advance
We guarantee that your marketing strategy will be kept confidential
We guarantee that in all our dealings with you we will do our best to make sure that we meet
the high standards we set for ourselves
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8. SECTION 7 HOW WE WORK OUT OUR PRICES
Section 7.1 How much do we charge?
We understand that charges are an important factor when choosing a marketing and business
adviser. Our prices are set so that we can deliver the benefits of our service in a high quality personal
manner.
Section 7.2 Fixed Price Agreements
Cost is always a worry, particularly when you’re being charged by the hour. Therefore we have
introduced Fixed Price Agreements. We conduct this process by getting together for a no obligation
meeting to discuss your business needs and tailor our services to meet your requirements. From this
we will put forward a proposal with a fixed fee price.
With the fixed fee price you have total peace of mind and you can telephone, email and call in as
often as you like without getting a bill each time.
If you find that you need any additional services outside the “agreement” we will give you a fixed
price before we do any work.
Section 7.3 Payment
Like all professional services the relationship with our clients is built on trust. You need to trust us to
deliver the service and benefits we promise. We need to trust you to pay us on time. Our payment
terms are payment upon receipt of invoice.
SECTION 8 THE BASIS OF OUR RELATIONSHIP
Section 8.1 Our side of the relationship
These are the principles that we would like our relationship with you to be built on.
We must return your calls within one business day
We must answer your letters, emails and faxes within two business days
We must tell you in advance the cost of our work or advice and only start the work once you
have agreed to the fixed price
We must do our best for you, always
We must apologise and make amends if we don’t perform as we promise and you can be the
judge of our performance
We must always keep you up to date
We must complete your work on time and professionally
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9. Section 8.2 Your side of the relationship
You must tell us if there is something that upsets you. That way we have the chance to put it
right, apologise and give you suitable compensation
You must return our calls within one business day
You must answer our letters, e-mails and faxes within two business days
You should pay us on time and in accordance with the agreement we have made with you
You must supply information in a timely and complete fashion and deal with our questions
for information promptly
Providing you are happy with the service we provide we hope you will refer us to others
SECTION 9 AFFILIATIONS AND PROFESSIONAL BODIES
Section 9.1 Institute of Sales & Marketing Management
We are members of the Institute of Sales and Marketing Management and work under the charter
and ethos of the institute.
Section 9.2 Institute of Directors
We are members of the Institute of Directors and therefore have access to the wonderful meeting
and training rooms owned by the institute.
Section 9.3 Ecadamy
We are members of ecadamy. Ecadamy are a worldwide network of small businesses who come
together for mutual benefit.
Section 9.4 West Berkshire Business Club
We are members of the West Berkshire Business Club and provide speakers for the club’s events and
talks, as well as sponsoring the club’s Business of the Year Award. For details contact
www.wbbc.co.uk.
SECTION 10 VISITING OUR OFFICES
We share our offices with an accountancy practice called Kirkpatrick & Hopes who are also one of our
clients. When entering Overdene House simply go to reception and they will let us know you have
arrived.
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10. Section 10.1 Booking an appointment
It is best to book an appointment before you call in, this ensures that we are prepared for you.
We normally prepare an agenda before meetings to ensure that everything is covered and nothing
gets missed. Our directors and managers also go out to visit clients on a regular basis, so by arranging
your visit beforehand it ensures that your dedicated manager is around to speak with you.
Section 10.2 Our Reception Lounge
As you walk through the security door our reception lounge is on the left. If you need to use the
phone or recharge your mobile please let our friendly receptionists know. We also have a “borrow a
brolly” service – if it is raining let us know and we will lend you an umbrella. You can return it the
next time you visit.
Section 10.3 Our Round Table
We have a round boardroom table. We have chosen this because we don’t like sitting on the
opposite side of the table to our clients. A round table has only one side – yours!
Experience shows us that unless we work together we both won’t get the best out of the
relationship. Hopefully, the round table encourages a “partnership” type relationship.
There are also note pads and pens available for you to use in our meeting rooms.
Section 10.4 Dedicated client care
Our whole team is dedicated to client care and if you have any comments or concerns please contact
either your manager or our Managing Director, Steve Mills.
SECTION 11 HOW TO FIND US
We are based in Theale, just outside Reading – a couple of minutes south of junction 12 of the M4.
Our address is:
Overdene House Tel: 0118 930 5700
49 Church Street
Theale email: info@stevemillsmarketing.com
Reading, Berkshire www.stevemillsmarketing.com
RG7 5BX
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11. If you are coming by car:
Whatever direction you are coming from you should head towards junction 12 of the M4. At the
motorway junction head towards Newbury and at the first roundabout turn right. This brings you
to a mini roundabout. Turn left onto Theale High Street.
Drive through the High Street, straight across the mini roundabout by the Co-op and you will come
on to Church Street. Continue straight on and you will find us about 500 yards on the left-hand
side opposite the Old Lamb Hotel, which is a white building with a thatched roof.
If you are coming by train:
Upon arrival at Theale railway station go up the platform steps and turn right. Walk all the way
down the pathway towards the mini-roundabout. Cross the road and continue in the same
direction. You will walk under the A4 underpass and will reach a second mini-roundabout by the
Co-op.
Turn left onto Church Street. The Renault garage will be on your left. Continue in this direction for
about 500 yards. We are on the left-hand side opposite the Old Lamb Hotel, which is a white
building with a thatched roof.
Parking
We have dedicated client parking to the rear of the office or you can park on the road outside the
front of the office. We’d recommend avoiding arriving at 8.45am and 3.00pm because of the nearby
school.
SECTION 12 A BRIEF INTRODUCTION TO THE TEAM
Steve Mills Marketing are a small team of professional marketing people who specialise in
MAXimising the Marketing budgets of our clients and helping them to ensure that they get the very
best return on every marketing pound that they spend.
Steve Mills
Steve Mills is a Professional Speaker, Marketeer and International Sportsman.
He is the Managing Director of STEVE MILLS Marketing and is acknowledged
as a leading marketing expert.
As well as writing two books on marketing, Steve has spoken to audiences all
over the world including, Australia, New Zealand, Dubai and the USA as well
as throughout the UK and Europe.
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12. Jim Ewan
Jim has spent many years working in Sales & Marketing and comes from a
training background. He is a Professional Speaker and the former President of
the Professional Speaker Association (PSA).
Jim works for STEVE MILLS Marketing as a consultant and interim marketing
manager, as well as being responsible for delivering training in sales,
presentation skills and marketing.
Ray Hallam
Ray, is a Chartered Accountant with over 40 years' experience of which 15 years was spent in
Business Development. Ray's background is in construction and spent many years working for
Tarmac UK Ltd and more recently for Newbury based Dutch company Van Hoard. Ray, like Steve, is
an avid supporter of Sheffield Wednesday Football Club.
Trevor Wilson MA CA
Trevor Wilson, co-founder of the fd group, is a Chartered Accountant with over 20 years'
experience of which 15 years was spent in a top 4 accountancy practice where he specialised in
performing independent business reviews, analysing company operations and making
recommendations to both management and stakeholders.
He has helped clients in areas as diverse as foreign currency exchange, IT storage, audio visual
services, business travel, chauffeur hire, and a black Christian church.
Trevor supports Steve Mills Marketing acting as a non exec Financial Director.
SECTION 13 HOW TO COMMENT ON OUR SERVICES
We know that you will be happier if you tell us when you encounter problems with our service.
This is why we have developed a comments system for you – it keeps the lines of communication
open.
We want you to know what to do when something goes wrong. We want you to understand that
mistakes will sometimes be made – but they will be put right.
You should know that you can do yourself and us harm by not telling us if you have a concern.
Don’t be afraid to complain – we see this as part of our service. We welcome constructive criticism
because it helps us develop our service.
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13. SECTION 14 QUESTIONS TO ASK A PROSPECTIVE NEW MARKETING COMPANY
If you are undecided about the marketing company you are going to appoint, this checklist of
questions to ask them may help you.
Question Answer
1 Are all your prices agreed in advanced and fixed?
2 Do you offer, unlimited telephone support and meetings
where the onus is on you to tell me if I am going to incur
any extra charge?
Do you quantify what is working and what is not?
3
What are your customer service commitments? eg for:
4  Call back time for phone messages
 turn round time for letters
 turn round time for emails
Do you offer free consultations with specialists in
5 Business Development and Marketing?
Are you prepared to do some work on a “no win no fee”
6 basis?
Do you have testimonials I can see from satisfied
7 companies and can I call them?
Can I see the forms you will use to quantify your work for
8 us?
Can you provide advice and support in all areas of your
marketing?
9
Can you offer the full range of marketing support?
10
What systems do you operate that will ensure continuity
11 of service (eg in the event of your main point of contact
being incapacitated)?
SECTION 15 RECOMMENDATIONS TO LIKE MINDED BUSINESS PEOPLE
Because we are selective about our clients and build good relationships with them, we want more
clients like you. Most of our client base has been built by word of mouth. If you have relationships
with like minded business owners, we’d like you to recommend us.
Please find business cards attached to pass on, otherwise please let your manager know their details
and we can send out some information and a Welcome Book to them.
We hope you found our Welcome Book helpful and interesting and look forward to working with
you in the future
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