December 7, 2017
Distribution: All Volunteers
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SCORE's Culture of Inclusion
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At SCORE, we put our clients first, and their success is our success. As we look at the present and the future, we have a critical need to improve SCORE's inclusion and diversity. There are many resources to help us in this process, and they can all be found in SCORE Training. Check out 008 SCORE's Culture of Inclusion e-learning module and 202 SCORE's Culture of Inclusion Resources. We look forward to continued conversation and commitments in this arena.
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Clients Not Yet Counseled Update
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As you know, we continue to look for new ways to improve our effectiveness in providing timely, high quality service and to grow the number of clients that we serve. Last year, we tested the idea of a call center to see the impact of immediate client contact on our MRE conversion. A special 'Thank You' to all that have participated in that program over the past year. We appreciate your support and continued feedback. We learned that immediate contact does work to drive client engagement and drive mentoring request conversion to a mentoring session. We also confirmed some additional data on client triage processes and Clients Not Yet Counseled management that will be used in new process design for upcoming technology system upgrades.
While we successfully proved that immediate client contact works, we also recognized that the immediate client contact solution didn't solve our downstream issues with Clients Not Yet Counseled management. Specifically, in FY17, we closed out more than 20,000 MREs without ever having provided the client service. If we can effectively serve just a fraction of these close outs going forward, SCORE will better fulfill its mission. Trying to better impact these outcomes as well as dealing with capacity challenges and some shifts in resources this fiscal year, we are changing strategies for our continued improvement.
Hence, on December 1, 2017, the current Call Center Program as it is will cease
. For Chapters still using the call center, you may have noticed that you have been receiving MRE notification emails as you did before being enrolled in the program. The Call Center is copied on these emails and we will continue to make the initial contact attempt. If you are ready to begin managing your client intake process again before the transition period ends on December 1, please log into CORE and remove '[email protected]' from the Client Notify Email address on your Chapter's information page.
In place of the current call center processes, and starting December 1, we will begin more closely monitoring the National Clients Not Yet Counseled report. Specifically, we will be following up with the assigned mentor (or the Chapter Chair/Chapter Admin for unassigned MREs) for any client MRE that ages 15 or more days from its creation date. Our intent is to reduce the number of clients that never receive service and to ensure session information is entered properly. This new process will occur for all Chapters. We will contact each Volunteer when the MRE has aged 15 days and ask three questions:
1)
Have you contacted or attempted to contact the client?
a. If not, why?
b. If so, how many times and what types of contact (phone, email, or video)?
2)
If contacted, do you have an appointment scheduled with the client?
3)
Have you already met with the client and just not entered session notes in CORE?
This reminder will allow us to better understand the lifespan of an MRE that is not counseled as well as SCORE's opportunities to improve our client triage processes. Once an MRE reaches 45+ days old, we will close it out in CORE and send an email to the client apologizing for missing them and giving instructions on how to request service again if it is still needed. Attached is a draft process document that outlines this new process.
As with all of the new things we try at SCORE, our goal is to better serve our clients AND make it easier for Chapters and Volunteers to manage the admin and daily activities, so that you can focus on client service. Thanks in advance for your support and please let us know if you have any questions.
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Client Engagement Survey Live
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The annual Client Engagement Survey launched Monday October 30. This survey invitation was emailed to clients that received SCORE mentoring between October 1, 2016 - September 30, 2017. This year the survey was also sent to National Workshop Clients and Local Workshop Clients if the Chapter provided their Workshop Attendee lists.
This survey contains questions that measure the clients' psychological attachment to SCORE, likelihood to return, belief in our mission, likelihood to recommend SCORE, and more. It also collects the demographic data and client business results that chapters use to market SCORE in their local business community.
Please encourage your clients to complete this survey!
A sample template to help you reach out to your clients can be found here.
This survey will close Friday December 29, 2017.
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SCORE In The News
November 2017
Total media mentions: 813
Total potential unique viewers: 626,812,365
High Profile Mentions
1.
Ivanka Trump mentioned SCORE at the Global Entrepreneurship Summit.
"Yet, mentorship is critical to success. Entrepreneurs need professional guidance to help them start and grow their businesses. In the United States, we are fostering mentorship through programs such as SCORE - a nationwide initiative where successful men and women coach those who want to become their own CEOs."
Watch the video of her speech, with the mention of SCORE starting at minute 10:20.
2. Ben Cohen, co-founder of Ben and Jerry's, detailed how a SCORE mentor helped him navigate his initial business loans on NPR's "How I Built This" podcast with Guy Raz.
3. ELLE magazine mentioned SCORE as a resource for entrepreneurs, which introduces our name to a wide audience of young female entrepreneurs.
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Amazon Smile
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Did you know Amazon has the ability for shopping via smile.amazon.com to provide 0.5% spent back to a charity of choice?
When you, or anyone you know, makes a purchase on Amazon you can further support SCORE's efforts just by making your purchase through smile.amazon.com and choosing SCORE as your charity of choice. SCORE is listed as 'Service Corps of Retired Executives Association'.
https://smile.amazon.com/
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2018 National Small Business Week Awards
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Do you have a client with an amazing success story? Encourage them to apply for SBA's National Small Business Week awards.
Since 1963, National Small Business Week has been celebrated since 1963. Many household names were previous National Small Business Week award winners, including Ben and Jerry's, Callaway Golf, Chobani, Dogfish Head, Stonyfield Farm, Pacifica, Maui Brewing Company and Tom's of Maine.
All nominations must be mailed or hand delivered to the nearest SBA office no later than 3:00 p.m. ET on January 9, 2018. Winners will be announced during National Small Business Week, April 29-May 5, 2018.
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Date: December 12, 2017 at 3:00 PM EDT
This webinar was originally presented at this year's National Leadership Conference in Baltimore and reviews how to manage a chapter using CORE. This includes assisting volunteers, updating rosters, assigning mentoring requests, using CORE reports as well as other responsibilities of the chapter leaders.
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Workshop Corner:
Simple Steps for Starting Your Business
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Simple Steps for Starting Your Business
is a five-part series of pre-business workshops to help clients reach a "go or no-go" decision for a start-up. The content is designed to work in conjunction with mentoring and includes homework for the client to complete.
This most popular SCORE workshop is also available in Spanish and Spanish marketing materials are provided in the package.
Clients can also view the 5 modules online with SCORE.org's Courses on Demand. Begin with '
Start-up Basics' and work through at your own pace!
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Staff Resource of the Month:
Rachel Boggs
Administrative/
Finance
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Responsible for supporting all members of Accounting department, answering incoming calls, sending and distributing mail, faxes, and expense reports. Directs clients to appropriate chapters or helpdesk as needed.
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SCORE Training:
008 Culture of Inclusion
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At SCORE, diversity matters is one of our values. In this module, you will learn more about the relationship between diversity and inclusion- and articulate why it matters to SCORE and in business. Volunteers will be able to recognize the reality of unconscious bias, practice and encourage inclusive communication and create an environment of engagement & respect.
Watch Now
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