Tom O'Toole
Tom O’Toole’s Beechworth Bakery chain turns over in excess of $12 million annually, serves more than one million customers a year and employs 250 people. Tom is also a popular author and speaker.
Ask Tom or any other StartupSmart Mentor a question here.
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How do you manage to stay motivated over the years?
Read MoreI often get asked how I keep myself motivated after all these years. In the early days, I would have that goal of an overseas holiday or a new car to keep my motivation.
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What are the key qualities you look for in a supplier, beyond price?
Whether it’s our bank, butcher or insurance broker, we need to have a good working relationship. It has to be win/win.Read More
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A nearby business wants to strike up a partnership arrangement. Should I do this?
I run a floristry and a nearby bridal business wants to strike up a partnership arrangement. Should I do this? If so, how should I structure it so that I get good benefit from it?Read More
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Are there any good tactics to encourage repeat sales from customers?
Are there any good tactics to encourage repeat sales from customers, other than big, formalised loyalty programs?Read More
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I’ve started up a retail business in a regional town. How can I build a rapport with the local community?
I’ve started up a retail business in a regional town. How can I build a rapport with the local community and provide the warmth that many large businesses lack?Read More
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What tactics should I use to ensure our customer service is up to scratch?
What tactics should I use to ensure our customer service is up to scratch? Do I need guidelines and training?Read More
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With rising cost pressures, how do I pass this on to our customers in a way that won’t drive them away?
We’ve recently noticed quite a few extra cost pressures on our retail business – everything from energy, to staff, to suppliers seems to be costing more. I feel we’ve got no choice to pass this on to our customers. How can I do this in a way that won’t drive them away?Read More
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Is it better to do sales training in-house or get external help?
Is it better to do training in-house or get external help? I’m on a limited budget but I feel I do not have enough time to train my sales staff individually.Read More
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Is it better to have gradual, incremental price increases or one large hike?
One of the biggest mistakes I have made is not acting quickly enough to increase prices when needed. Pricing is critically important.Read More
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How can you identify good customer service traits in staff before you hire them?
Read MoreHow can you identify good customer service traits in staff before you hire them? What ‘foundations’ should you be looking out for?
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