Building your support team | Small Business Development Corporation

Deciding who to use to develop your business website can be confusing.

While you can build your own website, hiring expert help comes with advantages, such as allowing you to focus on running your business.

When you might need a website professional

You are likely to need a website professional when:

starting a new business
you want to generate leads or sales for your business through your website
creating a complex website, offering services such as online shopping or booking systems
your website will be your primary way of engaging with customers
you have limited or no experience in online development

How a website professional can help you

The right website professional can:

help you clarify your digital marketing goals
provide advice and guidance on what platforms will best suit your needs
suggest features, functions and design elements that ensure your website will achieve your business objectives
save time (and often money) in the long term
create a more complex site with added features
create a site with a unique design and functionality rather than using a standard template
assist with ongoing maintenance and support packages if needed

How to find the right website professional

Be clear about the aims of your business, whether you actually need a website and, if so, what it should achieve for your business. There are many options when it comes to website functionality, including shopping carts, blogs, booking forms and news feeds. The features of your website will depend on your business needs and how you wish to interact with your market.
Identify what you want from a website professional. Do you know exactly what you want and just want someone to build it? Do want advice and guidance on the features, functions and design elements of your website? Do you want marketing advice so the website performs as a useful marketing tool?
Seek recommendations from friends, industry colleagues or from businesses with websites you like. Also ask for recommendations through our Facebook group I’m a small business owner in Western Australia. Select websites you like and find out who designed and built them (the developer is often listed at the bottom of the website). Check how the site appears on mobile devices: it’s essential that your website is mobile responsive.
Create a clear, written brief of what you expect from a website professional and use it to obtain between three to five quotes before hiring. Download and complete our Build a Website booklet to capture your requirements and understand exactly what your quote includes, for example, who will supply the imagery, written content and other assets for the website?
Understand the difference between web designers, web programmers/developers and digital marketers. A web designer will design the look and feel of the site but not build it. They may not have the specialised marketing experience or the knowledge required to entice and compel website visitors into action. A Web programmers/developer’s role is to build a website’s functionality and features. A digital marketer can provide advice and guidance on what features and elements the website needs to compel and entice visitors to take action.
Understand that many people in the web design industry use different terminology (such as web designer, web developer and digital marketer) to describe what they do. While traditionally these jobs have different skill sets, you need to ensure your website professional has the skills and experience to deliver the result you are looking for, if that is a fully designed, coded and launched website. If you are relying on your web professional for best practice advice, ascertain how much they know about marketing, ‘calls to action’, targeted messaging and search engine optimisation.
Make sure that your contract states that you own the copyright to the entire website, except for any stock photos or graphics. You should also confirm that you own the domain name, especially if the website professional registered it for you and ask for answers to your questions to be confirmed in writing and keep a copy in case of future concerns.
Ask your website professional what website platform they develop with. Consider whether an open source content management system (CMS) like WordPress, which can be extended and added to in the future but may require additional hosting charges and maintenance, or a software as a service (SAAS) option like Squarespace, which includes hosting and maintenance but may have less extendibility, would suit your business best. Check you have all the necessary user names and passwords to access your site.
How much does your web professional know about marketing? Do they understand ‘calls to action’ and targeted messaging?
Attend one of our practical small business workshops to help you develop your digital, sales and marketing skills.

Questions to ask a website professional

How long has their business been operating?

Choose an established business with a good reputation. If you do opt for a start-up organisation, try to negotiate a better price for the potential risk involved.

Can they provide samples of previous projects and will they give you details of existing clients to contact?

Ideally you want to find someone who has a demonstrated track record of working and delivering quality projects (on time) for small businesses like yours. Be wary of companies who are reluctant to provide you with details of their experience.

Based on your requirements, are they able to supply a fixed price quote?

As with many industries, web development can be difficult to quote for. The developer should bear any additional costs if the project takes more hours to complete than they estimated, unless the scope of the project has changed and additional costs agreed to with you.

Are there any additional hidden costs?

It’s important to know if there are any ongoing costs or charges that may relate to your website, such as hosting or maintenance fees.

If they source images, fonts and graphics, will there be ongoing costs related to copyright?

As with any contract, be clear about what ongoing charges you will be responsible for.

How do they keep clients updated on progress?

Some designers and developers are reluctant to show you anything until the project is completed. It is important to view the project in its development stages, so you can refine and adjust it to better suit your needs.

How many changes can be made before extra charges apply? Are there penalty charges if substantial alterations are made to the original scope of work?

This will need to be negotiated — if the original briefing document and formal quote are adequately detailed, disputes are less likely to arise.

How will you be invoiced?

It’s a good idea to pay the website professional in agreed instalments once certain milestones are reached. This will help you retain control over the project.

How long will your project be expected to take and what happens if the project isn’t completed on time?

The timeliness of promised work would be a good question to ask other clients who have dealt with this developer.

Do they provide clients with full ownership and backup copies of the code files and images used to create the website?

You should definitely be given full ownership of the files and images used on your website. You have paid for a project to be delivered and these files make up part of the project. Ensure this is included in your contract if it is important to you.

Once the project is complete, what support will be provided?

Any new website is bound to have problems or areas which need to be changed to improve the customer experience. It would be preferable to have the same person assist you with the launch and during the first few months of your website’s operation.

Do they require lock in contracts?

Try and avoid agencies that require lock in contracts. These can often lead to issues if you become dissatisfied with their service but are unable to change to another professional because of lock in contracts.

What ongoing fees do they charge?

There are a number of ongoing fees for maintaining your website such as website hosting. Managed website hosting – where your website professional will keep your website updated with latest bug fixes and plugin updates, and maintenance services – where your web professional will charge a monthly fee to provide ongoing maintenance of your site – may be offered to you as an ongoing service.

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Building your support team

Establishing positive and mutually beneficial relationships with suppliers is crucial to the success of your business.

The key to solid supplier relationships is having well-defined expectations in relation to quality, delivery and payment terms.

When you might need suppliers

You are likely to need suppliers when:

starting a business
you need products or services that you can’t provide yourself

How to find the right suppliers

Use industry databases, journals and association websites to find lists of local suppliers. Also search online business directories and attend expos aimed at your industry.
Ask for personal recommendations of good suppliers from other business owners. Review online forums to seek feedback about their standards of service, and ask for recommendations through our Facebook group I’m a small business owner in Western Australia.
Create a shortlist of companies and rate their services against your priorities (quality, reliability, returns policy, price, location, speed of delivery and terms of business).
Talk with sales representatives to check their product knowledge and understanding of your business needs. It’s important to establish a good relationship so they will keep you updated about new products or services and special deals.
Do a credit check on potential suppliers to protect your company and reduce its exposure to risk. There are a number of trade and industry specific credit reporting bodies that can undertake credit checks and risk ratings on potential suppliers and customers.
Set up long payment terms with suppliers, for example 30 days, and short payment times from your customers of seven or 14 days. Follow a structured payment routine (weekly is good) and pay on time.
When placing an order with a supplier, ensure your order is confirmed in writing and that the terms and conditions of sale are clear to both parties.
Don’t rely on a single supplier for products or services that are essential to the operation of your business. Always have a back-up plan if your main supplier lets you down.

Questions to ask suppliers

Are they a well-known supplier?

You should be aware of how much your competitors rely on the same suppliers as you. This may put you at risk if a supplier has an issue with stock levels or delivery. They may also give preference to larger customers with greater buying power.

Do they sell directly to the public, either online or offline?

If you’re a distributor buying a finished product, make sure your supplier isn’t selling directly to end users at a price that means you can’t compete.

What are their payment terms and are they negotiable?

A good supplier is someone who will work with you. The profitability of your business is in their best interests too.

What will your total costs be?

Ask your supplier if you will need to pay delivery fees or re-stocking charges. If you are geographically remote there may be fuel surcharges to take into consideration.

Do they take back excess stock? What is their returns policy?

If sales of the product are disappointing or the product doesn’t perform as your customers expected, find out if you can return it to the supplier without incurring major costs or loss of profits.

What is their quality control process?

Are they a manufacturer and supplier? Do they operate to national or internationally recognised standards?

When do you take ownership of the stock?

Does the product you ordered become yours as soon as it’s delivered or after a certain grace period? You need time to inspect goods and ensure they are in an acceptable condition. If possible, add a clause in your contract that allows three to five days to check an order before taking full ownership.

Are they able to provide samples?

Most suppliers should be able to send samples of their product so you can compare the quality before investing large sums of cash. Check if you will be charged for these samples.

What will your expected gross margin be?

If you are a distributor, ask the manufacturer how much you should expect to make selling their products. This will allow you to calculate your profit and work out if this product is worth investing in.

What is their lead time?

You need to know how long it will take from placing an order to it being shipped and you receiving it. This is essential information to adequately control your stock levels.

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Building your support team

A lawyer can help you to review and negotiate your lease, contracts and other documents, ensure your business is legally compliant, and assist you in protecting your long term business interests.

When you might need a lawyer

You are likely to need a lawyer to ensure you comply with legal requirements when:

buying or selling a business
negotiating and developing business contracts
reviewing and negotiating a lease for business premises
filing a patent for an innovative idea or product
determining your business structure
developing a succession plan
dealing with disputes

How to find the right lawyer

Be prepared for your first meeting. Give the lawyer a clear picture of your situation by preparing a summary, and specify what you hope to achieve. Take all the relevant documents and write a list of questions to ask. A lawyer’s services are expensive, so use the time productively. Speak to one of our business advisers first, so that they can help you prepare for your appointment to gain the most benefit.
Communication with your lawyer should be clear and easily digestible - ask them to use everyday language. Your lawyer should be able to explain your legal position in a way that is easy for you understand.
Seek referrals from other small business owners in your industry. Ask them about lawyers they have used and how satisfied they were with their experience.
Ask your lawyer to confirm their advice in writing. Keep a copy for future reference.
Make sure you’re comfortable with the lawyer’s style — they will be acting as your advocate. Do you trust them with your business?
Contact the Law Society of WA for a referral to a lawyer who practices in the legal area you are seeking advice.
If you are in financial distress, pro-bono and low cost services are available. Contact Law Access, Subiaco Community Legal Service or the John Curtin Law Clinic to find out how they can assist. The John Curtin Law Clinic offers eligible small businesses free professional legal advice and assistance. Advice is prepared by law students and reviewed by qualified and experienced legal practitioners.

Questions to ask a lawyer

What are their qualifications?

Lawyers should hold accredited qualifications and be registered to practice law in Western Australia. To verify they are certified to practice search the Legal Practice Board of Western Australia.

Do they have experience with your type of business and industry?

To gain the best outcome, it is important they know what is most relevant to your industry. If they don’t have much experience in this area, is there someone in their firm who does or do they have an expert they can work with?

How you can reduce time and costs?

Look for potential ways to reduce your lawyer’s time and costs. For example, you can gather documents and write a summary of events yourself.

Can they provide an estimate of the time likely to be involved?

Request a breakdown of each step in the process. This is similar to requesting a quote: what will the lawyer do, how long will it take and how much will it cost? Also, check if they can start work on your case immediately.

What are their fees and how are they calculated?

Ask upfront how much they charge and if they have set fees for certain tasks. Ask if there will be any other additional costs. You can negotiate a rate or ask about the rates of the lawyer and any other person who will be involved in providing you a service. Often a junior or an associate may do the work, which is then signed off by a partner.

How do they charge?

Some lawyers bill in six minute blocks or by the hour. Ensure you’re clear on how they charge and when they expect payment. Ask to be notified of any substantial changes to the estimated costs.

Who will be working on your case and who should you contact if you have questions?

It’s important to ask if the lawyer you’re meeting will be the one assigned to you. Although larger practices may be better placed to provide specialised services, your case may be handled by more junior staff members, who will be supervised.

How do they keep clients informed of progress?

Each lawyer has their preferred style. Some may keep in touch via email or phone, while others don’t communicate beyond scheduled office meetings. Find a lawyer who is available to answer questions in a way that suits you. Request progress reports in writing.

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Building your support team

An industry or business association (or group) brings together like-minded people who are connected by industry, profession or geographical area.

The role of associations is to protect and promote the interests of their members and provide access to industry-specific information and training. Industry associations differ from chambers of commerce and business associations, which represent the interests of businesses within a particular region, usually across different industries.

When you might need an association

You are likely to need an association when:

starting a business
seeking information on the latest trends and regulations impacting your industry
you want to meet and network with people in your industry

Benefits of being part of an association

being part of a larger network of people and businesses
being able to access services that would be difficult or expensive to do on your own
being part of a group that may influence government decisions
helping you to stay abreast of the latest industry news, trends and developments
providing access to membership directories which can increase your exposure to new markets and potential clients

Tips when choosing an association to join

Undertake research and choose your association carefully. Some industries may only have one association, while others may offer a number of organisations, each with a slightly different focus.
Be clear on what you want to gain from your membership. Most associations have fees; don’t pay for services or information you won’t use. Joining several associations can become expensive, so make sure you are receiving real value for money.
Seek opportunities to actively participate and contribute to the association so that both you and your industry can benefit.
Ensure they provide plenty of networking opportunities to enable you to maximise your business presence and make new contacts.
Make sure the lines of communication within the association are open and that they actively seek information and feedback from members.

Questions to ask

What are the aims of the association?

What value will you and your business gain from joining? Ask the executive what they offer and speak with members to discover what value they receive.

Do they offer discounted services or products to members?

Some associations have significant buying power and are able to offer reduced rates for their members, for example in relation to insurance, printing or industry-specific items.

Do they provide industry specific resources to help systemise businesses?

Many associations offer online resources to help you establish your business, for example industry-specific operational systems or templates.

Do they have up-to-date industry research?

Industry associations sometimes conduct market research, with the results usually available to members without charge.

Do they offer training courses, workshops or seminars?

Are industry-specific training sessions available for members, either face-to-face or online? Is there a cost for this training?

Do they offer any accreditation programs?

Gaining accreditation for recognised industry standards is a great way to ensure the long-term sustainability of your business and to highlight your credibility and commitment to customers.

How often do they meet and are members encouraged to attend?

Associations are usually structured around a committee that meets regularly to ensure they are operating smoothly and legally. As a member you should have the right to attend these meetings and to join the committee.

Are members allowed to promote their products and services to other members?

Member-based newsletters can provide you with opportunities to promote your products or services. Many associations also have websites and other promotional tools you may be able to use to advertise your business.

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Building your support team

Part of starting out is finding the money required to turn your idea into a business.

Sources of finance can range from banks, financial institutions and crowd funding, to family and friends. In deciding how you will finance your business, regardless of source, there are some key aspects to consider.

When you might need a financial lender

You are likely to need a financial lender when:

starting, growing or buying a business
purchasing inventory, plant or equipment
covering a lack of initial cash flow to pay your bills

How to find the right financial lender

Seek advice from your accountant or business adviser to help you make sound business decisions before sourcing finance.
Carefully consider the type of finance you require as it could affect your tax obligations and cash flow.
Be clear about the amount of money you need. Work out the costs you need to cover before you even begin selling your product or service. Completing the calculation overleaf will highlight how much you may need to borrow to get started.
Understand the terms of your loan contract and what happens if you default.
Document any gifts or loans from family and friends, and plan to pay them back.
Be prepared to actively ‘sell’ the feasibility of your proposed business to prospective lenders. There are three key documents you need to show why it is a sound decision to invest in your enterprise.
1. Business plan: This should be a comprehensive document outlining the products or services your business will offer, an overview of your operation, and how you differ from your competition. Use a template provided by the lender - it will tell you what they want to know. If they don’t have one, download and use our free business plan template. Also, attend our How to Write a Business Plan workshop.
2. Marketing strategy: This is how you’ll convert your identified target market into customers. To understand how marketing could work for your business and how to write a marketing plan, read our marketing and promotional strategies information of attend one of our marketing workshops.
3. Financial plan: Consider the timeframe you’ll need to repay the loan and if your business will generate sufficient funds to repay loans and interest. Our Understanding Business Financials workshop can assist you to make informed financial decisions about your business.
Shop around and compare different loan options and interest rates. Many banks and financial institutions have specialised services for small businesses. Financial comparison websites can help you compare financial products based on your business requirements, such as Canstar.
Invest borrowed money in parts of the business that will generate profit and positive cash flow, to help reduce the need to borrow in the future.
Make sure the financial lender you choose is registered with the Australian Securities and Investments Commission (ASIC).
Once you have secured a financial lender, review your relationship with them annually to ensure you are getting the best terms.

How much do I need to borrow?

When applying for business finance it’s important to apply for sufficient funds to cover your business for the first six to 12 months of trading.

Complete the following steps to work out how much money you need to start or buy a business. If the money you need doesn’t match the money you have, you will need to finance the difference.

How much money do you have to invest?

To calculate your total start-up funds, calculate the total of:

Owner's savings, plus
Loans from family/friends, plus
Other

How much money do you need to start or buy the business?

To calculate your total start-up cost, calculate the total of:

Business purchase price (if applicable)
Professional advisory costs (eg. lawyer, accountant)
Expenses related to leased premises (eg. bond deposit)
Licences, permits and registrations (eg. business name and domain name registration)
Fit-out costs and signage
Initial stock
Advertising and promotion (eg. business cards, flyers)
Computer equipment
Website development
Graphic design fees
Plant equipment and tools
Working capital (two months)
Staff costs

Once you have this total cost, it's good practice to add on a 20 per cent contingency on top.

Total amount required

Total start up cost - total start-up funds = total amount required

Questions to ask a financial lender

Is the money a loan or a gift?

If you are borrowing money from friends or family be clear from the start if they expect the loan to be repaid, possibly with interest, if it is a gift, or if they expect a share of the business. Put your agreement in writing and have it witnessed by an independent third party.

Will the financial lender visit business premises?

If you’re not able to visit your lender during the working day, check to see if they are happy to meet at your premises.

Do they have small business financial advisers with specialised knowledge of your industry?

If your lender has experience and knowledge of your industry they’ll be better placed to recommend products and services of most benefit to you. They will understand and advise you of any issues you are likely to encounter.

Which services have to be paid for and how?

If you require merchant facilities, like an EFTPOS machine, how much will you be charged for this?

Do they assign case managers?

Establishing a relationship with a manager who appreciates the needs of your business is important. It will be harder to receive an effective service if you have to explain your situation to a different person every time you have a query.

Is it possible to mix and match different financial products and services?

Some financial institutions or banks have packages that include merchant facilities and advisory services in addition to their loans. They should be able to tailor their offering to suit your needs.

Can your accountant contact them with questions?

If you engage an accountant and they need to speak with your financial lender, are they able to discuss and provide information as needed?

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Building your support team

Finding the right accountant while you’re setting up your business can be crucial to its success.

It’s important to find someone who suits the needs of your business and who you can develop a good working relationship with.

When you might need an accountant

Seeking the advice of an accountant is beneficial at many key points in starting and running a business. You are likely to need an accountant when:

starting, buying or selling a business
expanding your business
you have problems with creditors or debtors, or managing finance, expenses or stock
you employ staff

How an accountant can help you

The services of an accountant are essential to ensure:

your business is financially sustainable
you receive qualified advice before making financial decisions
you can meet financial compliance requirements

How to find the right accountant

Find an accountant before you start or buy a business so you have the right advice and structure in place to ensure a smooth business launch or takeover.
Create a shortlist of accountants and rate their services against your priorities, like quality, reliability, price, location, and terms of business.
Understand that only registered tax agents can lodge returns on your behalf with the Australian Taxation Office (ATO). Check if your accountant or their firm is registered on the Taxation Practitioners Board. Likewise, only Australian financial services (AFS) licence holders can provide financial planning advice. You can find licence holders at asic.gov.au
Ask for recommendations from family, friends and other small business owners. Also research online, including asking for recommendations through our Facebook group I’m a small business owner in Western Australia.
Help is also available through the Curtin Tax Clinic where eligible small businesses can access free tax advice and assistance from students, under the supervision of experienced tax practitioners.
Make a list of the services you want from an accountant. Do you want your annual accounts and tax returns completed, help with your business structure, or regular advice?
Keep looking and interviewing until you find someone you feel comfortable with.
Don’t rely on your accountant for everything. As a business owner, you need to understand the financial basics of your business and have the necessary checks and balances in place so you know what’s going on in your business’s financials.

Action to take

Running a business means having the confidence to make important financial decisions and to ask your accountant the right questions. Our practical Understanding Business Financials workshop will help you understand key financial information so you can gauge how your business is performing, make financial decisions and spot problems before they get out of hand.

Questions to ask an accountant

What are their qualifications? Are they a member of a professional association?

To be a member of a professional association, an accountant must have an appropriate qualification, abide by certain standards and undertake regular professional development. You can find lists of qualified accountants at cpaaustralia.com.au and publicaccountants.org.au

Can they explain their business and how it operates? Why should you choose this practice?

Their style of operating should work well for the needs of your business and they should be able to clearly articulate how they’re best placed to assist with your particular circumstances.

What other services do they provide?

For example, do they have a regular newsletter or hold information sessions to provide advice for small business clients?

It’s important you keep up to date, particularly in relation to changes in legislation.

What are their fees and how are they calculated?

Find out the basis on which fees are charged, whether you will be billed monthly or annually, and if they bill for every phone call.

Do they have other clients in a similar industry to yours or that have recently started a business?

The advice they provide will be more relevant to your business if they are aware of issues impacting your industry and how other businesses, similar to yours, are overcoming these challenges.

Can you speak with current clients and businesses similar to yours?

This is an opportunity to see if clients are happy with the level of service provided.

Do they have examples of how they’ve been proactive with other small business clients?

For example, have they helped draft financial forecasts, such as cash flow?

Find out if they are they able to practically assist with your needs and how their services will add value to your business.

Can they advise which business structure is best for you?

When advising which structure best suits your business, an accountant should take into consideration your personal assets, financial circumstances and the potential for future growth.

Are they familiar with the accounting software you plan to use?

Find out how they plan to access your records.

Can they recommend a bookkeeper?

An accountant should be able to recommend someone who can provide practical assistance to help you to manage your books on a regular basis.

Can they visit you at your premises?

How flexible are they about fitting in with your needs?

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Building your support team