I Am The Client Blog hd Passion Squared

I’m The Client, Remember?

February 29, 2016Nina KovnerENGAGE, GROW

“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!

Are We Too Connected?

October 23, 2012Nina KovnerENGAGE

“Social Media is about sociology and psychology more than technology.”

Brain Solis

When we talk about the social + digital revolution, many immediately think about the technology side of things.  The screens, the platforms, and the “smart” people behind all of it. It can sometimes be very intimidating.

We propose we think about it in a different way.  Instead of thinking about the medium or the technology, lets think about the power of the medium, and how it is engaging, empowering and connecting people both locally and globally.  Now we’re talking, yes?

Most people need to be connected, to be engaged, to be recognized, to be listened to, to seek knowledge and information.  And when we look at technology and platforms this way, it all becomes a bit more exciting and way less intimidating.

Beauty professionals are masters of sociology and psychology, you practice it every day in the salon, with your team and your clients.  So guess what, you got this!

But can society be too connected?  Check out this super funny clip from last weeks Parks & Recreation.  Can you relate?


(video discovered on NBC)

Is it really technology’s fault that we cannot put down our iPhone?  The honest answer is its not about the technology, its about how we choose to use the technology.  So no more hating on technology, instead, think about all the ways you can use these platforms to get closer to your dreams.  And yes, we can be too connected, but remember, its a choice.

If you are serious about learning how to engage and connect on social + digital platforms, we offer one-on-one coaching and mentoring to help you grow and become more discoverable on the web.  Click here to learn more about our program.  We look forward to helping you live your dream.

(shared with LOVE from your passionistas Nina + Gordon)