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!

Ruby 3

Passion Profile: Ruby Devine

Eat drink and be merry, for tomorrow we will die” Dave Mathews band


I’m not even really sure where and when I first came across this ball of passion named Ruby Devine. Maybe it was her name, which is beyond fab, her generosity on social platforms, her commitment to showing up, her courage for sharing her art, but none of that matters now really. When you meet Ruby, you just know you have stumbled into one of the most beautiful energies you will find in a human. Ruby has a gift, and I am so grateful that she agreed to share some insights into what fuels her heart and her art. Meet Ruby Devine…
N: What does passion look & feel like to you?
R: Passion feels very close to obsession. Passion feels like a deep guttural, churning feeling of “I MUST do this”. And with that I would say passion looks like a tireless person working feverishly to be with a person or complete a project all because “I MUST do this”.

N: Why did you become a hairdresser or educator?
R: I became a hairdresser as a means to an end. I have always had difficulty with retention and attention so let’s just say, I wasn’t the highest marking student especially in high school. I wanted very badly to go to a art and design private school, but due to the low grades and my lack of commitment to high school, my mother was very hesitant to back me financially and also those bad grades made me ineligible for scholarships. The local community college in my area offered a cosmetology/partial business diploma program. At this point my only experience with hairdressers were very low end haircutting salons, so I had an ignorant mind set of “anyone can be a ‘hairdresser”. After the first week of school and learning how vast the opportunities were with a cosmetology license, I felt like everything fell into place. And from there, I thrived in beauty school.

I became and educator first as a network educator with Bumble and Bumble in 2004. There is where I got better training on speaking, and teaching skills. With social media platforms and my personal seeking of continuing education, I have had the opportunity to share with a whole new grouping of stylists.

N: What is the biggest challenge you have had and how did you overcome it?
R: My biggest challenge has been insecurity. I have always lacked confidence, and probably will always suffer from that. The lack of confidence has often stopped me for going for something bigger and reaching outside of my comfort zone. With constantly seeking out continuing education and an awesome network of stylists that encourage me and mentor me, I continue to work on that confidence.

N: What is the greatest lesson you have learned?
R:  That the root of all evil, especially in hairdressing, is fear. Fear will stop you from all greatness. Fear stops you from thinking outside of the box. Fear will stop you from staying inspired and free to imagination.

N: What is one skill you believe all successful educators need to have?
R: Compassion. You must have compassion for others to help and understand that information doesn’t always come easily to others. Also, compassion helps you find patience to stay with a person mentally until they can “get it”.

N: Why are you so passionate about sharing your behind the scenes work in the salon with other professionals?
R: I believe that there is SO much to learn just by watching a salon work. How is the salon set up? How are their working stations? How are their clients greeted? These little moments are often overlooked as education opportunities.

N: Favorite quote?
R: Eat drink and be merry, for tomorrow we will die. Dave Mathews band

N: Coffee Bean or Starbucks?
R: Starbucks

You can find Ruby on Instagram @rubydevine on Periscope and on Facebook for all types of awesome!

Love + Awesomeness-
Nina

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

Facebook LIVE vs. Periscope blog header

Periscope vs. Facebook LIVE

“Be where your clients are.”

UPDATE: Facebook LIVE is now available for Facebook business pages as of April 5, 2016. Yay!

With the influx of LIVE streaming platforms and apps, I have been getting several questions on this topic and while LIVE streaming and broadcasting is nothing new, with the launch of Periscope, it seems to have been gaining momentum in some business categories.

So here are my thoughts….

As with any social platform, I always recommend starting with a clear objective of why you are engaging, how you are engaging, who are you engaging with, a content plan and a commitment to consistency. If you can only commit to one platform, then do that, and do it awesomely.

And with all of that, comes the last, and maybe most important thing, be mindful of how and when you choose to broadcast. Too much noise? You lose people. Too much TMI? You lose people. Too much sharing of events where people paid to attend, well, you know the answer to that one. #notcool

Periscope
App based (Periscope)
Links to Twitter
Lots of trolls
Save video option (but be mindful, context is key, so saving them and posting to YouTube may simply be out of context for the viewer)
Potentially high engagement
User can set notifications of broadcasts
Disappears from page in 24 hours
Sometimes poor quality
Comments feed for engagement
Hearts as likes
Light analytics in app

Facebook LIVE
App based (Facebook)
Available to verified pages and personal pages only, not business pages (yet)
More qualified audience (if you have been using your personal page for business as well)
Save and share video option (can share to biz page, if relevant, as well as embed on your website, but again, be mindful of the context when sharing to other platforms)
Stays on your timeline as long as you want it to
Can be edited post broadcast (Go to videos, select video, select edit)
Users can “subscribe” to get notifications of future broadcasts
Potential high engagement, depending on your personal page following and sharing plan
High quality
Comments feed for engagement
Likes as likes and comments as comments
No analytics per se (since its done via your personal page) but as with any Facebook native video, you can measure views and of course, measure likes, comments and shares.

At the end of the day, I will go back to be where your clients are. Are they on Periscope? Go there. Are they on Facebook? Go there. But always be mindful of your intention for broadcasting and the value you are bringing to the conversation.

My take? Facebook LIVE could be a game-changer, as there are a billion more people on Facebook than Periscope. I love the “no trolls” aspect, as well as the quality of experience for the broadcaster and the viewer. And at the end of the day, quality is what our audience wants, quality of content and experience.

Time will tell. And with all that is happening on the social web, it will change in a blink. Again.

Love + Awesomeness-
Nina

PS: Do you want to catch my Facebook LIVE chats? You can follow me by searching Nina L. Kovner or click here to follow. Thank you!