Passion Squared This On Demand Life HD

This On-Demand Life

November 28, 2015Nina KovnerENGAGE, GROW

“The future of business lies in experience architecture and you are the architect.” Brian Solis

Today is Cyber Monday, which was created in response to Black Friday when e-commerce became a thing. And can you even believe that was in 2005? Exactly 10 years ago. Ten. Years. Ago! And now look at the world. E-commerce has now become on-demand anything. Think the W Hotel, whatever, whenever. Wow!

As I was scrolling through Instagram last week, I happened upon an ad, yes, an AD, done well, and seemingly timely and relevant to me, good job ad.

This ad was for Zeel, what I will call the Uber of Massages, yes, in home massages on demand. Breakthrough? No. Not now at least, as we are living an on demand life. And e-commerce has become more than just a transaction; it has become a way of life. We are consuming 24/7 via our mobile devices. All day, every day. We are even paying for our beloved Starbucks with our phone, without a wallet. Think about that. No money is exchanging hands. None.

Whether its someone to build my Ikea desk, thank you Task Rabbit, to someone to do my grocery shopping, thank you Instacart, to someone to deliver late night snacks, thank you Eat24, to someone to whisk me around town, thank you Uber, to someone to run an errand while I have the flu, thank you Postmates. On demand everything. And lets not even get started on Amazon’s new Prime same day delivery. Thank you Amazon.

The world has changed. Again. Just when you thought having a website and a presence on Yelp, Instagram and Facebook mattered, that now feels like so 2013.

With 2016 around the corner, it is imperative that we really take a serious look at our client’s digital experience if we want to stay relevant. Period.

This on demand life is creating experiences that are so seamless and awesome, there is almost no question as to why we would not just pick up our “phone” and click “book now”.

Here is a little “on-demand” quiz for your biz…

Can I book from my “phone” easily? And I mean awesomely! No bugs, easy to read, awesome to experience.

Do I have a responsive website (mobile + tablet friendly) that allows for no more than one click to connect with me?

Are all my links on my social profiles relevant? Meaning, why would you have the URL of your Facebook page on your Insta profile? I want a phone number and on online booking link.

Is your payment processing seamless and easy? Email receipts? Online sales?

Is your confirmation process seamless? And I mean without me having to pick up the phone?

Is there a system, which allows me to review your biz, not because you want a 5 star review but because you care enough to hear about my experience? Is it a one-click process?

Is it easy for me to share my experience of your biz with my friends? Like in one click?

Based on your answers, my challenge to you is to audit your entire online and offline experience, and create a plan to crate an experience so awesome, your clients truly enjoy engaging with you and shout it from the rooftops to all that will listen.

If you are thinking, screw that, I like the good old fashion way of doing business; here is what I will say…

This is NOT about changing face-to-face experiences; it is actually about making them better. This is NOT about not picking up the phone, this is actually about engaging on clients terms, not yours.

This is NOT about today; this is about being in business tomorrow. The world has changed, as have the clients seeking salon and wellness services, so my passionate plea to you is to open your mind, and focus on building the new, not fighting or defending the old. My challenge to you is to see the entire client journey from discovery of your business to entering the door of your business. What does that experience look and feel like? It matters.

Adele may try to call 1000 times, but your current and for sure your future clients won’t. #fact

Love + Awesomeness-

Nina

PS: All of the above on-demand services I mentioned are all ones I highly recommend. Of course.

PPS: If you are looking for some tools specific to the salon market, I blogged about that here and here.

Passion Squared Lighting blog

Daylight Savings Realness

November 15, 2015Nina KovnerENGAGE, GROW

“If you don’t like how things are, change it. You are not a tree.” Jim Rohn

So many times in life, the solution is literally right around the corner or even better, right in front of our eyes. But our brains put up blocks, and we many times come up with excuses for why things won’t work, or fall into victim mode, or even worse, self sabotage.

With all the memes and jokes about daylight savings, and with my own search for light upon moving into my new loft, I began a search for light, literally. So naturally, I thought, lets ask my Instagram community, as 23,000 brains are for sure better than mine. And with that, I found the solution to lightening up our spaces, whether its for shooting video (me!) or capturing awesome before and after stories of your beautiful clients, there is a solution. There always has been.

A huge shout out to all the passionate + generous + awesome humans who stepped up with their ideas and solutions to help empower others. Here are just a few, along with the solution I chose to invest in…

@santabarbarabalayage
I bought the 12 inch Diva Light from Stellar Lighting Systems (in September) and I am already in love! I can see so much more detail than I did before. It was about $200 and totally worth it! Small and lightweight too!

@erika_jaggars
I just invested in Stellar Lighting Systems 12″ ring light for my studio and I am obsessed.

@ rebelnoel_hair
Daylight savings is awful! I’ve been asking clients to send me pictures of their hair, or possibly stopping by Saturday mornings so I can snap a quick pic.

@ prettycutanddry
I have a ring light – best investment yet. My next addition is more lights, and even a faux white backdrop just to have handy in case of ugly background lol.

@ daniellevaliente
This works on both your camera and iPhone iPad. I have this and like it. Ring lights provide the best light though. But this will definitely make a huge difference.

@andrewdoeshair
I made some cheap lights using a pair of $12 soft fluorescent light fixtures from Lowes, zip tied to some old microphone stands. I keep them in the trunk of my car all the time and pull them out when I know I have a content-worthy look coming in.

@jaywesleyolson
The struggle!!! Ha ha. I actually make them come back the next few days and @tannerjohnson34 will throw a fresh style in for pics. I’m absolutely insane about it being in sunlight.

@ thehairlabstl
My photog friends said ring lights are great but can be pricey and sometimes have too much glare. You might first try getting some high quality photo daylight bulbs, put them in a floor lamp and rig up a light diffusion sheet in front of it to soften it. (Google “photo light diffusion sheet”). As far as light bulbs, try ALZO.

ALZO light bulbs
Soft Box
Mini Ring Light
Ring Light

This is what I decided to invest in for the Passion Squared office…
Passion Squared office

Neewar 18″ Ring Light
Cowboy Studio Light Stand
Neewar Light Diffuser

Remember, there is always an answer. Always. When in doubt, ask. Grateful I chose to ask.

Love + Awesomeness-
Nina

 

don't get mad get a system

Don’t Get Mad, Get A System

November 9, 2015Nina KovnerENGAGE, GROW

“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” Jeff Bezos, Amazon

It never fails, each day I see a post on Facebook or Instagram about a professional being mad at a client for canceling, no-showing, etc. The fact that I just wrote that I am seeing this on a social platform should be enough to get your attention.

My great leader for over 25 years and forever mentor John Paul DeJoria taught me a simple concept. “Praise in public, coach in private.” So I ask, why in the world would we use a public platform to put our clients on blast, or better yet, why would we ever put a client on blast? I mean, they are our clients after all. Now I am not talking about abusive clients, I am speaking about clients in general.

If you find yourself in this cycle of never-ending angst, what it tells me is you simply have not found a system or process that works for you.

Here are some things to consider…

Get A Booking System
Do you have a system that works for the client and yourself? And you see, I put client first. As if it does not work for them, well, then, we have nothing to discuss, as you will have no clients.

A system could be as simple as…
1. Appointment Booking
2. Pre-booking
3. Online Booking
4. A dedicated phone line that has a human on the other end during business hours (which you get to set)

As a client, telling me you have 500 text messages and you are sorry I have not heard back is not the way to build and grow a business. It’s not my problem, it’s yours. So please don’t make it mine. I’m the client. Remember that. If the experience sucks, you’ve lost me. And the experience begins at discovery of your business. Before booking. Think about it.

Appointment Communications + Confirmations
1. Clear, easy to find and understand booking agreement
2. Text and/or email confirmations

Look, its 2015, almost 2016, so if you are not using an email and/or text confirmation and communication platform, it’s time for a wake up call. So lets consider this blog your wake up call. As an owner, its your job to make the clients experience seamless, not the other way around, and I want reminders, and I want communication, but I want it the way I want to consume it, text and/or email.

And as far as policies and agreements go, if I cannot read it, see it, and find it easily, then it’s on you as to why I did not know about it. So web design comes into play here, as does email communication and even good old-fashioned face-to-face verbal communication.

You see, as a business, it’s our responsibility to make the client journey with our business an awesome one. Not one of back and forth texts, ignored texts or emails, setting alarms to call you, or jumping through hoops to get an appointment. Nope, sorry, most will go elsewhere.

In the end, in order to create an awesome experience for our clients, we must focus on their journey. From discovering our biz, to reaching out, to booking, to confirming, to finding it, to parking, to paying, to pre-booking, all of it. So take the time to think about the journey, and do the work to make it awesome, for both you and your current and future clients. Oh, and one last thing, remember that we are on our mobile devices 24/7, so whichever system you choose to create, it must be mobile friendly, or you have lost me, again.

Change the system, change the result.

Love + Awesomeness-
Nina

PS: One of my fave go to online booking platforms is Schedulicity as they have everything you need plus the best client care. My awesome haircutter @sugarskulls uses Schedulista, which I love the user experience as a client. And of course, if you are looking for a more intensive software package, there is always Mindbody, Millennium, STX and many more.

 

Mentors + Models

Mentors + Models

October 16, 2015Nina KovnerENGAGE, GIVE BACK, GROW

“Mentors speed up the process of learning.” Gary Vaynerchuk

In my awesome career, I would never have gotten where I was without mentors and models. Sounds like such a simple statement, yet there are still so many that wander around, stumble over and over, and are generally lost. I hear so often of stories of professionals who are just not sure what to do with their careers.

What really blows my mind is there are mentors and models everywhere. So many awesome people, successful people, doing big things. With the social + digital web, there is NO excuse to not have a mentor or at least, models to observe and study.

So why does it seem so many are still lost? Here is my take…

1. Some people will always look for a short cut.
And there are no real short cuts to creating awesome. We all know this person. All the advice they have been given seems daunting, so they decide to just go it alone. Until they hit a big wall.

2. Some people are listening to the wrong people.
Facebook, Instagram and the web are all awesome for a gazillion reasons. It’s also one of the biggest places to find the WORST advice and recommendations. OMG, the stuff I see people talking about. Ugh. One of the most important things about finding mentors and models is to know their track record. What is their experience? Do they speak in facts or theories? We must all be very mindful of who we listen to and what we believe. I mean really, we are talking about people’s businesses and lives.

3. Some people are selfish.
Sad but true. One of my biggest mentors and all around awesome humans John Paul DeJoria says “Success unshared is failure.” Truer words have never been spoken. True leaders offer their hands, minds and hearts to those who need it.

Three ways to find mentors + models

1. Pay attention.
If you are looking for a business mentor or model, find successful businesses and who is leading them. With the social web, it is easier than ever to discover awesomeness. One of my go-to people for creating awesome as a salon owner is Keri Davis of Gila Rut Salons. In business over 20 years and a NAHA MBA Salon of the Year winner, Keri has managed to lead a happy, healthy and profitable business consistently over time. I did a Passion Profile on her which you can read here. It’s awesome, just like her.

2. Join Hairbrained
Hairbrained.me is a community of passionate artists and leaders who are more than happy to open their hearts and minds and help others. And anyone you want to reach out to is only a click away.

3. Engage On Instagram
There are so many awesome mentors + models who are caring, open, kind and passionate about empowering others. Take the time to engage with these awesome humans, and you will find they will engage back.

How can you be a mentor or model?

1. Show Up
If you have a passion for helping others and have a successful track record in your area of passion, then reach out and share your awesomeness with others, both online and off.

2. Respond
This is one of my BIGGEST pet peeves. Seriously. If I had a dollar for every time I was told that a so called leader did not respond or reply when someone reached out for help I would be a gazillionaire. Look, you can ignore people if you choose, but if you do, please don’t call yourself a mentor or leader.

Our world can be so much more awesome when we realize we are one. And the more we help people, connect people, love people, empower people and support people, the better we all become. It does not get any simpler than that.

Are you looking for a mentor or model? Maybe I can help connect you. One thing I will promise you, I will show up, share, respond and reply.

Want more? Here is a little vid I did for my friends at American Salon Magazine. Enjoy!

Love + Awesomeness-
Nina

The Art of The Question hd

The Art of The Question

August 24, 2015Nina KovnerENGAGE, GROW

In school, we’re rewarded for having the answer, not for asking a good question.  -Richard Saul Wurman

Questions… Our brain is triggered by questions. We move towards what we focus on. Awesome questions create awesome learning… In my life, with years of education, sales and marketing experiences, I have learned so much about asking good questions. #questionwisdom

Last night as I was getting ready for “sweet dreams”, and yes, if you didn’t know, when I post my sweet dreams message, I am in fact, getting ready to turn in for the night. I just happen to sit on #teamearlybird but will never ever tell you which team to sit on. Do you. Do awesome. So I digress… Let’s continue…

Last night, my awesome buddy and super smart human @andrewdoeshair posted a question he gets so very often, as do I, which is… “How do I get more followers?” You can see his post here. It’s awesome. He is awesome. He creates value. He is interested. He engages. It’s no wonder he has such a passionate group of followers and has managed to create wildly successful businesses and a rad life.

While I have blogged on the topic of engagement, relationships, and social, you can find just a few posts here, and here, and here… I will break it down one more time, well not really, I will blog on this topic til it no longer needs to be blogged on. Why? There still seems to be so much confusion about the word “social”.

Let’s look at the formal definition…

Social adjective (aka action word)
: relating to or involving activities in which people spend time talking to each other or doing enjoyable things with each other
: liking to be with and talk to people
: happy to be with people
: of or relating to people or society in general

Wow, it’s an action word. Who knew, right? Lol.

So now let’s try flipping the script, shall we?
1. Instead of asking how to get more followers, ask how can I be of value?

2. Instead of asking how to get more followers… ask how can I create more valuable content that followers want to follow.

3. Instead of asking how to get more followers, ask how can I create awesome work, consistently, and share it.

4. Instead of asking how to get more followers, ask how can I spend way more time listening than talking? Engaging, two way conversations, relationship building, you know, the stuff that matters.

5. Instead of asking how to get more followers, engage. And by engage I mean follow others who are of value to you, like, comment and share, authentically. Authentically. I mean authentically. There are some Insta experts out there that tell you to randomly search hashtags and make a super inauthentic comment on random peoples pages. #lame

6. Instead of asking how to get more followers, ask how can I become an awesome storyteller. Find out what’s important to your target audience and share. Consistently.

It’s not that we don’t know how to get more followers, and by followers, I mean create something of value for people to follow, it’s just that many of us are looking for a magic bullet, a secret sauce, and a short cut. And I am here to tell you, just as Andrew did so well in his post, there is no magic bullet or secret sauce.

Oh wait. There is a short cut… You can buy followers. I know, crazy huh? And good luck with that.

Love + Awesomeness-

Nina @passionsquared

PS: A big shout out of thanks to Andrew for inspiring this post! Love your face buddy.