“Every company is its own TV station, magazine, and newspaper.”
Jay Baer
Does Anyone Want My Money?
“We asked ourselves what we wanted this company to stand for. We didn’t want to just sell shoes. I wasn’t even into shoes – but I was passionate about customer service.” Tony Hsieh
I have noticed a very sad trend happening with small businesses and it makes me wonder if anyone really wants or needs my money. I do not have a ton of it, but when I need something, when I am ready to spend it, is your business ready to take it? I know, sounds a bit fundamental, but there is a reason I was inspired to write this post.
The Awning
My beautiful awning in the backyard has been slowly deteriorating for some time. A few Santa Ana winds (what we call wind in la la land) literally tore my awning apart. I called USAA where I have my homeowners insurance, they are awesome. They were ready to give me the money to get the awning fixed, I just needed to get a quote. Easy enough I thought. Well, not really come to find out.
It took me 3 months to find an awning company in LA to take my money, well part USAA’s and part mine. Why? Not a single company returned my emails and phone calls.
Finally, I stumbled upon an awesome company called Superior Awning. Found them on YELP. To my surprise, they actually answered my email inquiry with a phone call, within 24 hours. They had a highly trained awning guy at my house within 36 hours and had the job complete within 2 weeks. They clearly wanted my money and I happily gave it to them. I guess those other companies were doing so well they had no desire for a new client for life.
The Salon
My Mom just moved back to So Cal after 30 years on the East Coast. To say I am thrilled is an understatement. What is one of the first things people do when they move to a new city? Find a salon. How do people go about finding salons in today’s connected economy? They head to Google, YELP and ask their friends and family.
Since I did not know any salons in her new town, I went online and found a couple via YELP that I thought she should look into. So as any good Mom does, she follows her daughters recommendation. :)
She found one she liked, and used their “Contact Us” form on their website. And the waiting game began. One week, radio silence. No response. No reply. Well, my Mom is pretty patient so she decided to call the salon. She left a voice mail. And waited. One week, radio silence. No response. No return call. I guess that salon is fully booked and has no desire to engage with new clients.
Mom did finally find an awesome salon & hairdresser, Penelope at Salon Ana, based on a good old fashion referral from a friend, and she is very happy.
The System
You have systems for cutting hair, for creating color formulas, for ordering inventory, for cleaning brushes, but do you have a system for engaging new clients?
Here are a couple things you may want to take a look at in your salon:
1. What is your system for returning voice mail messages?
2. What is your system for email inquiries from your website?
3. What is your system for email inquires from your Facebook biz page?
4. What is your system for client questions posted to your social pages?
Change the system. Change the result. It’s really is that simple. If you want new clients that is.
If you are in the LA area and are looking for awning repair or a new awning, Superior Awning is the BEST.
(shared with LOVE from Nina)
Caring Is The New Black
“Best marketing strategy ever? Care.”
Gary Vaynerchuk
Here is the audio version of this post. Thank you for listening.
Caring Is The New Black
Social business is all about authenticity, connections, relationships and caring. Today’s connected customer is keenly aware of who really cares and who is giving them lip service. This is true of clients, team members and even family and friends.
As my biz hero Gary Vee says… “Caring is in short supply, but always in demand.” And yes, you can out care your competitors.
Here are a few ways to show you really care both online and off. How many of these things are you doing consistently? Which ones need a little bit more work?
1. Respond + Reply
To phone calls, e-mails, text messages and comments. Yes, all of them. I have a 24 hour rule that I do my very best to stick to. It shows respect. No it’s not easy, but if it’s important to you, you will find the time.
2. Please + Thank You
Saying please + thank you still work. Always have, always will. (A special shout out to my buddy Ira Pope Sage for always reminding me of this. He is SO good at it.)
3. Recognition Squared
Recognition is many times more valuable than money. We all want to know we matter. If I do something awesome, a simple shout out goes a long long way. This also goes for when people walk into your business or give you a shout out on your social pages. A simple hello. A simple like or comment back.
4. Take Action
Actions speak louder than words. So cliche, but so often overlooked. If you make a commitment, follow through on it. Simple concept yet not very common.
5. Listen
Seriously. Listen. It works wonders and shows me you truly care about what I have to say.
Use this as a simple checklist or mental list when engaging in biz and in life. Not only will it show your team and co-workers you care, it will make a huge difference in how your clients engage with your business both online and off.
Think about this. There are two salons in town with equally great skills. One is known for really caring about it’s clients. They return phone calls, answer emails, respond on the social web, give shout outs to team members and clients and greet you with a big smile when you walk in the door. The other does not. Where will you go to get your hair done?
A big shout out to Sage Tryall Salon in Lynchburg Virginia, one of our Creating Awesome Workshop graduates and a salon that cares. Thank you Suzy, Todd and Team Sage for being an awesome model for caring. You ROCK!
(shared with LOVE from Nina)
6 Ways To Share Your Story On The Web
“If history were taught in the form of stories, it would never be forgotten.”
Rudyard Kipling
