I Am The Client Blog hd Passion Squared

I’m The Client, Remember?

“A man without a smiling face must not open a shop.” Chinese Proverb

Since when did it become a thing to make a client jump though hoops to engage with your business? I am watching a disturbing trend unfold right before my eyes that astounds me and I while I have blogged on this topic before, here and here, I am inspired to share again. Why? Because I care, and even more because I know many are not even aware they are doing this.

As a business owner, our responsibility is to make the client experience the most awesome possible, online and off. This means several things. But here are just a few…

If you want me to engage with you, make it simple + easy.
And by easy, I mean make it easy for me. Be mindful of my needs and my process. Create a system that works for me, and of course, if it works for me, that means it will work for you. The harder you make it, the more likely I will choose to go elsewhere.

Be mindful of how you speak to me on social platforms. Please.
True leadership comes from having a level of control over our emotions. Just because you had one no show, does not make it OK to blame an entire following. When things begin to unravel, look inward, and look at your systems. There is something broken but guess what? It can be fixed.

I am not to blame for your lack of systems.
If you find yourself overwhelmed by texts, phone calls, and emails, look in the mirror. This is many times the most challenging part of biz ownership. So much of the angst you feel can be alleviated by having awesome systems and processes. But nine times out of ten, its not the people who fail, it’s the system that fails. Take the time to work on creating systems. Your anxiety and angst, and most of all, your clients will thank you.

Some systems + processes you may want to look into are…
Appointment Booking
Confirmations
Cancelled or changed appointments
No shows
Check In
Check Out
Pre Booking
Re-Do’s
Post experience
Lapsed client communications
FAQ’s
Agreements (Policies)
Note on agreements: Be sure these are created with the mindset that a large majority of clients awesome. If you are making a new policy charged with emotion over one repeat offender, that is not a policy, it is actually punishing everyone versus dealing with that one offender directly. Remember, doing biz with you should be simple, easy and client focused and friendly.

Look, I know biz ownership can be overwhelming, but that is what we signed up for. With the technology and choices available to us today, it is simpler than ever to implement systems that make the client experience awesome.

Always be mindful that we have choices. And of all the reasons I will choose you; how you treat me, and my experience with your brand, online and off, are some of the biggest reasons.

The choice is yours.
Love + Awesomeness-
Nina

PS: If you are an owner, our A School for Owners online coaching program may be a good fit for you. Interested? Click here to learn more!

Clean Eating Challenge blog Passion Squared

7 Lessons From My Clean Eating Challenge

“When the student is ready, the teacher appears.” Unknown origin

This may be the most honest blog I have ever written, and as promised, here is my experience from my 28 day clean eating challenge. While I choose to share a lot of my life experiences, one area I have not talked about often is my life long battle with eating disorders. From the age of 12, I was forced onto the scale for my morning weigh in, and that quickly turned into a daily recording of my weight, which catapulted into anorexia, bulimia, as well as taking insane amounts of amphetamines and laxatives, all before I graduated high school.

You see, self worth, esteem and love have never come easy to me. The reasons are unimportant, that is for me and my therapist to sort, but what is important is the understanding that we all are walking through life with old beliefs, fears, and stories we tell ourselves about who we are, what we are and why we are.

So when I was approached by a dear friend to try something new, I was scared. This was not about the extra weight I have been carrying for the last several years, no, it was about the what if… what if I fall back into my old behaviors, what if I fail, what if I can’t, what if… And eventually, I said screw the what if’s, I need to do this.

My Why
Why did I say yes this time? Several reasons, but mostly because I had a major health scare at the exact time I was losing my sweet baby Zen to cancer. Around that same time, I had a family member with a very similar health scare, but in this case, it was not a scare, it was real. Hello universe, I can hear you.

Lastly, and probably the most motivating factor, was that I am in the empowerment business. And I pride myself on walking my talk, and being my true authentic self, and that fact was, I was broken and feeling, well, not empowered. So how the heck can I help others if I am not helping myself? That was the last straw. As the great Friedrich Nietzsche said, “he who has a why to live for can bear almost any how.”

Here are 7 of the many lessons I learned on this 28-day clean eating challenge…

1. When you are ready, you are ready, and not a moment sooner.
It’s really not about the program, the outfit, the timing, the Fitbit, the app, the shoes, the deal, whatever. No, it’s about when we are ready, and not a moment sooner. Bummer, I know, I was really hoping just wearing my Fitbit would make me stronger. #not

2. Desperation is sometimes the only thing that will motivate us.
We are all motivated by different things; this is both a personal lesson and a leadership lesson. And sometimes desperation helps. For some it may not, but being aware of what motivates us, and others if we are a leader, matters.

3. We are not the old stories we tell ourselves.
OMG if we could all just erase those old tapes we play, man, would life be different. But that is not how it works. So whatever you need to do to calm that self talk, do it. Whether its meditation, breath work, therapy, affirmations, espresso shots, dancing, playing on Snapchat, whatever, until we learn how to become present and shut those voices out, we will live in a perpetual state of self sabotage.

4. Clean eating is not easily accessible to all. Easily is the key word.
Now I know this is going to be controversial, and I am ONLY speaking of my experience. Part of my clean eating challenge was a Facebook Group, and while I did not engage often, (I’m not a joiner), I did see how many struggled with finding “organic” foods and other things the people in metro areas had access to i.e. Whole Foods, Trader Joes, Sprouts, etc. And while some things are available on the Internet, it just was not easy for many. Being in So Cal, I have access to all the best stores, and can get fresh avo’s and berries all day long, at a fairly affordable price. And let’s not forget, the cost. Organic is generally more expensive, and I did spend more money on food than I ever have. Again, its not impossible to eat clean, not at all, it’s just not easy. It takes focus, mindfulness, creativity, and a budget. And for those of us who are not so awesome in the kitchen, there is no doubt it’s a bit more difficult. And that is the truth. Again, not easy, but possible.

5. Trust your gut, literally.
There were certain things I was asked to do that I did not. First was weighing myself and taking measurements. Nope. Not gonna do it. Why? Its not healthy for me to do so given my history of eating disorders. I trust my gut. It knows if it feels good. I was asked to remove caffeine from my diet. Nope. Never. Gonna. Happen. I’m not addicted to caffeine, I had to go without it for 35 days in rehab, no problem, but I enjoy my morning espresso, and have no desire to remove it from my life. Lastly, there was a portion of the program that required a certain drink to take daily, upon looking at the ingredients; I determined it was not healthy for me, so I declined. Again, your body knows. Be open, but be sure everything passes your own gut check.

6. It’s not about the product or program, its about willingness and action.
Willingness to take action is the bottom line when making any change, in business and in life. And while some programs or products may be better than others, at the end of the day, it all comes down to our decision to take action. Always.

7. Perfectionism leads to guaranteed self sabotage
OMG, if I said this a million times, I could not say it enough. The idea that we are supposed to be this vision of perfect that we have in our heads is probably the biggest thing that holds us back. I was asked early in the challenge if I had “cheated”. That right there is the trap. Cheated? What does that mean? You mean eaten or drank something not on the “approved list”? Who cares! We are not here to be perfect, we are here to be awesome, and whatever that means to you, go for it! Create your own rules, let your conscious be your guide, you know you the best.

Many have asked me what program I was on. Here’s the thing. As I mentioned in Lesson 6, it’s not about the product or program, and I do not recommend or endorse any program, cause that would be super subjective, nor am I qualified in that area, so it would merely be my opinion. And even with that, there are so many factors. But here is what I will do. I will tell you that it was that ONE person who approached me at the right time, held out her hand, and gifted me this program. It was her passion for what she believed in and my belief in her that was a big part of me saying yes. If you would like to learn more about the program I was on, please contact my dear friend Meghan.

And there you have it. Twenty-eight days of lessons. How do I feel? Awesome, clear, focused, strong and a tad bit hungry! Have I stayed on the program? Yes and NO. I have pretty much eaten a loaf of bread and a pound of butter since it ended. But I am holding onto the things that I learned about myself, which foods make me feel strong and which make me feel off, and I will continue on my journey of empowerment, grateful for the awesome days, and the not so awesome days. Learning each day how to best fuel my mind, body and spirit.

And a big shout out of gratitude to my girl Meghan, for showing up when I was ready, and not a moment sooner. And to all my family, friends and community for cheering me on every step of the way. Trust, I could not have done it without you, kinda like biz and life, having you on this journey matters a shit ton to me. Thank you.

Love + Awesomeness-
Nina

NOTE: While I was not paid or required to write this blog, I was gifted a 28 day program. Our agreement was if I was inspired to share my experience, I would. This is totally my choice in sharing my experience and in no way an endorsement or recommendation of any product or program. #transparency #authenticity

Instagram blog header

7 Gotta Do’s To Up Your Instagram Game

“You are what you share.” Unknown

So you wanna up your Insta game? Here are 7 gotta do’s that I promise will help make your Insta game strong…

1. Determine Your Theme
All good social pages tell a story. What will yours be? Your look, feel, and story are the foundation of creating awesome on Instagram. And on the topic of look and feel, please post quality photos, quality, I mean quality!

2. Up Your About Section
I want to know your biz name, your location, your “short” story, and please, how do I contact you? An online booking link is the awesome if you have that.

3. Use Hashtags Consistently
PLEASE. Without these, you cannot be found. My three rules for hashtags;
Use popular hashtags for your subject matter. Not sure, search for them and see what’s popular.

Use your branded hashtag always.
Why? So people can see your stuff and it keeps your content super organized, and allows others to use your hashtag so you can see when people are posting about you and you can say THANK YOU!

Use your local hashtags.
Like where the heck are you? By using local hashtags, people in your area can find you. Yay!

BONUS time saving tip- Put all your hashtags in your notes section of your mobile device and just copy and paste them in the comments section of your post. #yourwelcome

4. Add Your Location
Please add your business location to your posts. Why? So people can find your business and you can also search people who are in the area. And while you can no longer do custom locations on Insta, your business should be on there. And that is the location you want to use so peeps can find you.

5. Engage, Deliver Value, Engage, Deliver Value
Please spend more time listening then talking. Like, comment and share content as it relevant to your business, authentically, not randomly, but with intention and purpose.

6. Be Insanely Consistent
Yep, nothing can replace your consistent presence of posting and engaging with others on Instagram.

7. Measure, Learn, Adjust 
I love Iconosquare.com but please remember, this is not about lost or gained followers or popularity, it is about engagement, relationships, and two-way communication. If your work is on point and you focus on that, the referrals and revenue will follow. #promise

Happy Instagramming!

Love + Awesomeness-

Nina

PS: Are we connected on Insta yet? If not, you can follow me @passionsquared I promise to deliver consistent and awesome value to help you create a more awesome biz + life, plus a few goat videos, cause I mean, goats! Right?

Passion Squared This On Demand Life HD

This On-Demand Life

“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 Gratitude + Joy

What Comes First? Gratitude or Joy

“For it is not joy that makes us grateful; it is gratitude that makes us joyful.”  Brene Brown

Over the last 8 years, I have worked day in and day out, on creating a life that would allow me to be present and help others. In the last few years, I actually created an awesome business to serve those I love in a very different way than the status quo.

It’s risky, I mean, in the industry I mostly serve, there is far more interest in learning the latest haircut or color technique. And I get that.

But working with creative small business owners and hairdressers over the last 30 years, there are a few things I know are true;

-Self esteem & confidence is quite low

-Healthy boundaries are nearly non existent

-Anxiety is typically high

-Workaholics are prevalent and even seen as awesome #notawesome

-People pleasing is high

-Saying no is seen as a bad thing

-Self care is the last thing on the to do list

And because of this, many of us are depleted, burnt out, overwhelmed, exhausted, unhappy, self-sabotaging, and loaded with the toxic energy of those around us. #yikes #usedtobeme

So what comes first?

In the quote above, Brene Brown breaks is down perfectly, gratitude comes before joy.

And that is what I subscribe to. Gratitude and peace come first. That is where we will find joy, and that is when everything will fall into place.

Simple concept, but not at all easy to practice.

Gratitude comes from practice. Peace comes from practice. Just like learning the latest haircut or color.

So where do we start?

Gratitude Lists
Every day, take 5 minuets and write a gratitude list. Either on a piece of paper, or in your head, or on your phone, or on a napkin, wherever, whenever, just do it, and you will find an immediate shift in your energy.

Start Saying NO
The most important thing you can do for yourself and others is to take care of yourself, your energy and your space. Start by saying NO one time per week. That NO will give you an extra hour, two hours or even more to breathe, take a walk, read a book, or just sit in stillness.

Practice Healthy Boundaries
Next time someone asks you “Do you have 5 minuets to talk? Say no, but I have time at 3:30.”

If someone interrupts you while you are in the middle of something simply say… “I understand this is important to you, but I am in the middle of something, lets connect back in an hour.”

You see, the more we take care of ourselves, our energy and our bodies, the more we can show up fully and be present for those we serve.

A depleted, exhausted, burnout human is of no good to anyone, whether its you or the team you work with.

So today, I am grateful, for my process (and all the people who helped save my life) and for my decision to share it with the people that I love.

Today I am grateful for the power of gratitude lists, saying no and setting healthy boundaries. Now it’s your turn. What are you grateful for?

Love + Gratitude + Awesomeness-

Nina