Here is the audio version of this post. Thanks so much for listening. Enjoy.
Actions speak louder than words. Something we can all agree on, yes? There is a big difference between saying we care and showing we care.
After reading The Thank You Economy by my biz hero Gary Vee, I was convinced more than ever that caring is not only a critical part of having a successful biz, but can also be a competitive advantage. As lame as that sounds, because it’s easier than ever to show we care, and sadly, there are just so many businesses who don’t.
With the rise of the social + digital web and the tools available to us, we can show we care in so many ways. Listening, engaging, responding, replying, paying attention, saying thank you and even wishing our clients a Happy Birthday.
Here are some of the awesome Birthday wishes I received in my inbox on my special day. Did I notice which brands remembered? Absolutely.
1. American Apparel
A great image and a special savings. A call to action. Simple and effective. And yes, I did take advantage of the offer.
2. Sephora
A beautiful image and note. An offer I did not take advantage of but would have if I needed the gift. An invitation and call to action to get my makeup done for my special day was icing on the cake, pun intended. 3. the Hair Loft ltd
A beautiful image and message from my friends at the Hair Loft ltd. A special offer and a call to action. Perfect on all levels. Only reason I did not make a reservation is because they are in Chicago. But I would have if it came from my salon in Los Angeles.
With the technology & platforms we have available to us today, no matter the size of our businesses, we all have an opportunity to show we care. But the platforms can’t do it for us, we have to care first, then use the technology to engage. We actually have to care. For reals.
How do you show clients you care? What do your birthday greetings look and feel like? I would love to hear and see what you are doing to show you care. It matters. You matter. And I’m listening.
The essence of strategy is choosing what not to do. -Michael E. Porter
Here is the audio version of this post. Thanks so much for listening. Enjoy.
What is YOUR strategy? Sound like a loaded question? It’s not. It’s a question I believe we all need to take time to answer as brand and small biz owners if we are going to be awesomeness creators.
Here is one definition of strategy, and it includes the word ART which I love…
(noun) the art of devising or employing plans toward a goal
One of the important things we do as brand and biz owners is make decisions. And the best way to make good decisions is if we have a clear strategy. When we have clarity, the decisions become easier to make. We know our plan and are clear on the steps we need to take to get closer to our goals.
And strategy can be and needs to be very fluid. Things change, people change, markets change, opportunities change, and thus our strategy will continue to change over time.
So what does all this have to do with the topic, “One Size Does Not Fit All”?
In today’s hyper connected world, we have opportunities to engage and help our community in so many ways. If someone has a question, we all seem to have answers. Yet, there is a very big flaw. And that flaw is how can we really answer a persons question without knowing more about them, their biz and their strategy? You see, one size does not fit all.
Promotional Strategy
Someone asks a question in a Facebook group about Daily Deal platforms and if they are good…
Several people jump into the comments with their “personal” opinion, knowing nothing about the person or business asking the question. How could anyone really answer that question without understanding the goals or promotional strategy of the person asking the question?
Pricing Strategy
A healthy discussion begins about pricing of products and services…
Several people jump into the conversation adamant about what someone’s pricing strategy should be. Really? How can we be so sure without knowing more about the marketing strategy?
Online Marketing Strategy
An expert is at a hair show talking business and a several people ask the “expert” which social platforms they should be on. And the expert actually answers them, very specifically, knowing nothing about their marketing strategy. Really? How in the world does this expert know?
Referral Strategy
A group of small businesses get really mad at YELP and tells all their biz owner friends to avoid it. What an incredible disservice that is. YELP may or may not be important depending on the businesses strategy. And how in the world would that small group of businesses know that? SMH.
You see, one size does not fit all. We must begin to craft our own strategy, not just absorb other people’s.
Can we all learn from each other? OMG yes! One of the most awesome things about the social + digital web is that is has brought us so close together, to be able to help empower and support each other. But at the end of the day, awesome businesses have strategies unique to them. And strategy is an art, just like cutting and coloring hair.
When we have a strategy, making decisions becomes easier. We are clear on what to say yes to, and even more importantly, what to say no to. And that my friends, is where awesomeness creating and real marketing begins.
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!
3. the Hair Loft ltd
