FAQ About Smallbiz

1. What to look out for when researching software systems

 What would be two important things to do when looking at systems?

Get full pricing details in writing up-front, if you can’t get that, don’t even bother seeing them. It’s not just the expense that you have to worry about, but to have the details in writing so you (and others) can review but it also allows you to compare with others. It is good business sense to have all the details in writing, you don’t have to worry about remembering all about the many, many things the salesman may discuss (or not discuss) like phone support, on going costs, how much training and an exact breakdown of software / training / setup / hardware expenses. Some prices for computer sound cheap but often don’t include warranty or setup. Likewise some prices for software may not include training, setup or ongoing support.

Undergo a Total Cost of Ownership (TCO) analysis.  Make sure you do a thorough look and ask for a TCO over say 8 years and make sure it includes all update/new versions, support, upgrading of computers and debts at the end.  We have used 8 years here, as on average your computer should be upgraded every 4 years. You should get a “total dollar figure” as just monthly/weekly/daily figures can mask large differences e.g. $2 a day is $5840 over 8 years. Also consider what you actually own and can keep at the end. 

How long has Smallbiz been going, can I depend on you being around to support me and that you know what you are doing?

Smallbiz was established in 1986 and has sold over 2000 systems.  We have representatives in all states, 1300 phone support and we are IBM Business Partners.

As we offer a 90 day money back guarantee on the software and training we would have been out of business many years ago if we didn’t fulfill our promises and were able to successfully get businesses operating. 

We are not too small (and can’t do things) or too big (and don’t care) …

…We are just right!

Does Smallbiz give us all the pricing/service/option details in writing?

We feel ethically obliged to give you all details in writing. We know that it can make things look complicated, but we cannot see how someone could make an informed  (or safe) decision on the basis of a flimsy sales brochure or the unrecorded promises of a salesperson. This enables you to look at it later (without the salesperson in your face), to show it to someone (that might know more than you), to check and compare with other system and to be able to refer to later after you have purchased (to check what you are being charged and are entitled to).  With all of this in writing (from when you purchased) you don’t have to worry about trying to enforce/remember “what was said” by the salespeople.

We have known of instances where sales people would not give a detailed breakdown in writing of the hardware, software, setup, training, ongoing support & program fees, warranty etc (unbelievable). Yes it is a legal contract and I would be VERY scared of dealing with companies that will not provide this up front and without pressure.

Can you talk to a few businesses that use the software?

Yes! Smallbiz is more than happy for you to talk to our existing clients.

Do I have a choice of what peripheral to use (like touch screen, docket printers, barcode scanners, finger print staff Ids, printers, networks)? Yes, you most certainly do! Smallbiz software will work with all of these, so it is up to you to look at the price of each item and decide if it is cost effective for you.

What happens if I sell my Business?

You may sell your Smallbiz license to the new owner under the conditions that are in the original terms of sale. The new owner will probably require training (and it would be strongly recommended. Part of any remaining Advantage Club can also be transferred.

2. Support and Training

What kind of training is available?

Smallbiz can provide onsite training, training in our offices, phone or internet training and phone support.

Each has its advantages and disadvantages depending on costs. On site training is the best, but also the most expensive. We require a minimum of 2 hours. Coming to our offices for training is less expensive. Dedicated phone training allows you to speak exclusively to a training person for periods as short as 30 mins, which is great for people that are familiar with Smallbiz in general but want detailed training in one area. We also offer live internet and phone training by means of logging directly into your computer and speaking to you via the phone at the same time. We have found this method very popular, successful and convenient for lot of our clients.

What does the training involve? How much do I get?

This depends upon how you purchase Smallbiz.  From experience we know every one learns at different speeds, some quick, some slow but the majority somewhere in between. We could very easily provide (and you would have to pay for) vast amounts of training, but this could be unnecessarily expensive for you. From our years of experience, we have found that 2 separate training lessons and some application from the owner/manager gets most sites running well. This keeps the cost down for most sites, however if required, you can pay for extra training.

Most sites then use the support lines or short phone training to get to advanced operations or refresh on areas they originally thought they would not use.

Additionally Smallbiz comes with printable training manuals, so you can show others or refresh your own knowledge. The training lessons were written by teachers and even have small tests at the end of each lesson to ensure you are getting the ideas.

If you choose the package method, then 2 training sessions are included. Otherwise you can select what best suits you or your situation.

What happens when I’ve got a problem?

 If you have a problem and you are a member of the Advantage Club, just call the support line 1300 130 294. Our experienced support staff will help you solve any problems you have, in fact all our phone support staff have run businesses, so they understand where you are coming from. 

Mind you we also have technical support staff that do know the innards of computers when problems get a little more technical.

What does it cost for a home or office system?

For a grand total of $95.00 you are able to install Smallbiz into your home or office computer for admin purposes with our special “Admin Support” license. We believe that you shouldn’t have to stay at the business to do reports/marketing if you have a computer at home. We certainly don’t think that you should have to pay for another complete software system.  This license does not allow networking.

What are some examples of the latest improvements the system?

Auto backup, Smallbiz automatically creates a backup every month, for a year on your computer. A backup to memory stick/floppy is dramatically better (and recommended) but this is much better than nothing and is intended for those that “forget” or don’t get around to it.

A new method to reduce how many times staff enter address/post code incorrectly, and an easy method of fixing those that have. We know of a number of sites where one suburb was spelt 15 different ways, all with different postcodes. This option dramatically reduces this from happening.

A new method of selecting services in the appointment book, especially if you have a large number of services.

The Appointment book will automatically prompt you if the client is new, has a birthday or this is a new service type for the client.  Smallbiz automatically determines these things; you don’t have to tick boxes when you make the appointment.

3. Comparisons & converting from other systems

Why are other systems so much more expensive, does Smallbiz do less?

Not in the slightest, in fact we believe Smallbiz has more features, flexibility and is easier to use. We are not cheap, our competitors are expensive. We deal in other markets as well, and know that some of the prices charged to “Beauty Therapy and Hairdressers” are outrageous and would not be tolerated in other industries.

Why are your support costs are less than half of some other systems?

Our software system is very uncomplicated and easy to use so therefore our support requirements are less than other systems. Also to reduce time wasted on the computer we have built into the program a straightforward way for you to download the latest programs, or send us your data if you are having a problem. Just plug in the phone line and click the button or connect via broadband.

This keeps our costs down, so we don’t have to send out CD’s or spend lots of time on the phone.  In fact you can download the list of changes to see if you want them first.  You can also download supplier stock lists, new graphics, new tax scales and, promotional letters all with just the click of a button.

Can Smallbiz convert the data from other systems directly into Smallbiz so I don’t loose or have to retype my information if I change to Smallbiz?

We have on numerous occasions converted data from other systems into Smallbiz. We are not only talking about names and addresses, we mean sales history, stock, chemical & facial notes, staff performance etc. Subject to our discretion, this service is offered at a minimal fee. As a matter of policy and privacy we do not do wages or appointment book.

Why doesn’t Smallbiz have an accounts system ?

Smallbiz prefers to keep things like outstanding accounts, personal account details off the front reception desk of a business. We feel that having such vulnerable information at the click of a button and available to staff could be harmful to ones business.

Most small businesses are owner operator run therefore they usually do not have time to balance books, reconcile statements or finalise their accounts during business hours. Most people prefer to do this at home or away from the business in a quieter atmosphere without interruptions.

An accounting package is really better left to the people who have a dedicated system. Professional accounting systems dedicate their entire practice to a specific area therefore achieve greater results.

Does Smallbiz have an online booking system ?

Yes ! Smallbiz has an online booking system which allows for your clients to book via your web page over the internet. This method has proven to be a convenient alternative for clients as well as salon owners as less time is spent at the reception desk taking bookings.

4. How I can get Smallbiz?

What are the different methods of getting Smallbiz into my business?

Smallbiz is suited to meet your requirements, as we can modify the method of purchase in a number of ways. The options that are available to you are…

Rent ~ just the modules you need, starting from $40pcm.  No long term commitment, only pay month-to-month, add/drop modules as your needs change, stop altogether at the end of any month.

Buy ~ only the modules that you need, or as a package with support and training included.

Lease ~ you can finance the hardware, software & training in one package with monthly payments

However, to tailor the system to your specific needs, we advise that you discuss your requirements with a member of our team. 

Is it better to buy / rent / lease etc? 

Ask 10 accountants and you will probably get 15 qualified answers. You really need to talk to your accountant. The lines between lease and rent are very blurred these days. However of major importance is that you have a definite end to the arrangement, that it does not continue on indefinitely and that you know what your costs are to get out at the end and what you then own.

Can I upgrade at any time as new equipment becomes available?

A number of financiers allow you to upgrade at any time, but be careful. You can upgrade from one computer to another but you do not just pay the difference in price, you pay what ever is owing on the old (minus its second hand wholesale value), then also for the new. This would be rolled over into a new agreement and paid monthly.

What if I wished to get out of a rental/lease early?

Long-term Rental & Lease contracts are designed by the finance companies to last the entire period. Do not go into a long-term agreement if you don’t think you will complete it. You can get out of these agreements, but it is expensive.

Note however, that the smallbiz software (only) rental agreement is only month-to-month and can be exited with a months notice. Please don’t confuse this with a lease for hardware & software.

Are you sure you know what sort of agreement you are looking at?

Over the time we have encountered a number of sites that, after many years, found that they were actually renting and didn’t actually own anything.

OR that at the end of the lease they had a residual of 30%

Why do you use IBM, and can I get my computers equipment elsewhere?

You do not have to get your hardware from Smallbiz. However, we chose IBM as our supplier for a number of reasons. We wanted a computer company that can service computers anywhere in Australia/NZ, is not likely to go out of business, has a quality product and is around for the long hall. We feel IBM meets these requirements. There are many computers on the market, but by sticking with IBM we have built up a relationship with them and know their product well. If you call with a problem, the time to resolve the issue, or get on to the right people at IBM is greatly reduced Smallbiz has been an IBM business partners for many years.

For the small difference in price we consider IBM to be extremely good value for money.  We only sell IBM, we know them well, and they have their own service people. We attempt to price our computers to be at or lower than Major Retailers.

Currently we include a 3-year on site warranty as standard with our computers.

5. what can Smallbiz do?

Do I have to use the appointment book?

No you don’t, and more importantly you don’t pay for it if you don’t use it. Appointment books are a very personal thing, some sites love them, and others hate them. We can appreciate the arguments either way. Often we recommend that you start with out the appointment book, and once the rest of the system and staff are running smoothly, and then introduce it. 

Does Smallbiz allow my clients to confirm a SMS appointment message automatically into the appointment book?

Yes you most definitely do this. We have had this for a while, where you SMS the client about their appointments, they can “Y” / “N” or type a message and it will be sent back to your computer at the site. Smallbiz will automatically confirm those that indicated, and give you the responses of those that didn’t.

How do I get the latest versions of the program or graphics?

It is simple and easy, all you have to do is connect your computer to the phone line and click the upgrade button. Smallbiz does the rest. The latest version or graphics (assuming you are entitled) will be at your fingertips. You don’t have to read pages and pages of computer manuals or get an expert in to do it for you!

Smallbiz also allows you to download the latest pricelists from your suppliers*, example promotional letters and even a list of what’s new in the program.

Does Smallbiz allow me to download new stock & price changes without me having to enter them in?

As long as your supplier will make them available to us in acceptable electronic form (and most do), then when new products become available or prices change, you can simply download them from Smallbiz with the touch of a few buttons.

Most suppliers are very co-operative as a small amount of effort from them can save many of their sites a great deal of work.

This feature is becoming very well used and beneficial.  

What security do I have that the staff can’t take a backup and then open up around the corner?

As site owners ourselves, we have put a great deal of effort into protecting your information. To this end, every business that purchases Smallbiz have a unique security code that matches with your data

6. The way we do business

What does the 90-day money back guarantee involve?

To show our confidence in our system, we offer a 90-day money back guarantee on the Smallbiz software and training.   

Do our prices vary? Do we barter?

It is company policy that our prices are the same for everyone. Our pricing structures are varied enough to suit all budgets. You have great flexibility to only pay for what you need. E.G. you do not have to pay to use the appointment book, if you don’t wish to use it.

Our prices don’t go up if you are in an up market area or we think you can afford to pay more. You can be assured that the people “in the known” or “big name businesses” do not get a free ride for using their name in advertising.

Why does Smallbiz send out so much information?

Please see next question.

Why doesn’t Smallbiz use hard sell tactics?

We don’t like it, when hard sell tactics are used on us.

We may get a few extra sales but when people have time to think about things later they will feel cheated and that’s not good for our reputation.

We have nothing to hide; we don’t need you to decide quickly before you see someone else because we are confident that ours is the best system at a great price.

We realize that computers are not something that business owners are generally expert in, and it would be very easy to bamboozle people and make all sorts of promises. We want you to take your time and review the detailed information we leave, we won’t try and get you to sign a commitment on the spot like a hard nosed door to door salesman. The only documents you need to sign are for finance (if that is the way you are purchasing), and they are mailed/faxed out to you after the salesperson has left.  Don’t believe it if someone tells you that you have to sign to reserve a computer!

7. Ongoing costs

Once I have purchase Smallbiz do I have to keep paying?

No!  It is your choice, unless you desire the continual support and upgrades. However once a lease finishes (depending upon the balloon payment) you own the software & equipment. The Smallbiz system is NOT designed so that you have to continually re-lease/rent the hardware and software indefinitely.

What are the ongoing costs?

Smallbiz has an “Advantage Club” that entitles you to phone support & program upgrades whilst you are a member, but you do not have to join.

When you purchase Smallbiz as a package, you receive 6 months complimentary membership.  The initial cost is then $575 for 12 months, but for each year of continuous membership we reduce the annual fee by 10% to a minimum of $275.  As you use Smallbiz longer we expect that your support needs will reduce.

Why do you charge a yearly fee rather than some other method?

No matter how you do it, one way or another, the client has to ultimately pay for continued support and improvements to the software. Our technique is to charge an annual fee. This means that each year you get to decide whether it is value for money. Our aim is to have a vast majority of businesses in the Advantage Club so that the development costs per site are less. To do this we charge a relatively small price of $575pa  (and subsequently have a very high % remain in the Advantage Club). You will also notice that we reduce the costs by 10% for each year of consecutive membership to a minimum of $275, we expect that as the years go on, you will need less and less support.

Some other systems charge twice as much as us and also have no price reductions over years of membership. However they do have raffles for a free trip to Europe or a cheap car, but guess who’s paying an addition of $800 per year, to go in the raffle?

Others don’t charge for “upgrades”, although every 3 years or so, they bring out a new “version” and you have little choice but to buy the whole program again.  

Why one of our competitors even called their support club “surebiz” (we have taken it as a complement that it sounds like us! Unfortunately though, it does cause confusion)

Need More Information?

Call us on 1300 130 294

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