Blog
Social Media & Online Marketing Category
When bad customer service is good for your business
I like to go through life seeing the positive side of things.
That doesn’t mean I walk around in a perpetual mood of optimism. I have my grumpy and cantankerous moments. Just try talking to me before 8am (actually don’t, you might end up headless).
Finding the positive in a frustrating situation is not always easy, and can take some work. But it makes life a whole lot better than walking around in a grey cloud of bad mood. Because that makes life harder – especially for you, and those closest to you.
So what do I do about it?
When I feel myself getting the hump about something I try to change my perspective. I ask myself: What’s the positive in this?
And, you know what? When I find it, it stops the experience from ruining my whole day (or week!)
Take a recent example:
I had a shit customer service experience recently. It was frustrating and I felt let down. So, I searched for the positive, and even though I was royally p’d off – I asked myself “What can I get out of this, how can I turn this around to my advantage?”
There IS no advantage to that kind of experience, surely?
Wrong, wrong and wrong! I found one – a gleaming nugget of wisdom nestled in the dirt! It made me realise that I never wanted my clients to feel that way after working with me.
TWEET AND SHARE THE WISDOM
And, more importantly, it made me see how much impact just a little bit of extra thought or effort gets you.
One nil to me.
It also reminded me of something very important
The bad experience also reminded me how low the bar is when it comes to customer experience. We’ve become so used to accepting shoddy service. How many of these do you recognise:
- Waiting patiently on hold, using an automated number system for 15 minutes just to get to speak to a real person (who is then based in another country and the bad reception reflects that)
-
- Dealing with a totally inflexible computer instead of a real person who can understand your unique situation
-
- Waiting for half an hour for your bill (do they want your money?) at a restaurant.
I realised that it doesn’t take much to make your clients’ experience amazing and, as a result, you exceptional in their eyes.
And, exceptional in real life terms means: lifetime loyalty, returning custom, and your personal street team of advocates, recommenders and cheerleaders.
Something we can never get enough of.
But what does this mean for you and your biz?
And why am I sharing this with you? Because we can all use it to better our businesses.
Those businesses who do the bare minimum, that just get by, that don’t give it their all – you carry on as you are. Because you’re leaving plenty of room to let the rest of us shine, separating the amateurs from the professionals.
So how can you apply being exceptional in your own business?
Of course, the service itself has to deliver. You have to be amazing at what you do, and exceed your clients’ or customers expectations.
And, how about going above and beyond? Throwing a surprise into the mix (because we all love a nice surprise).
What’s more, it doesn’t have to be a huge gesture, or expensive. It doesn’t even have to be something out of the ordinary, but if it is, extra points for you!
Here are some ideas:
- Spend an extra 10 minutes on a client session, at no charge
-
- If you have a shop: Smile! Be happy your customers are there
-
- Send an email to clients if you haven’t heard from them in a while, just because
-
- Comment on a blog, everyone loves blog comments – I know I do (hint!)
-
- Retweet a client
-
- Like or comment on a post on social media
-
- Send them a little gift – even a free e-card. I like these ones (you can even send them from your phone – easy peasy)
-
- Write an ACTUAL card, like that you post, with a stamp and everything
-
- Send them an audio or video note – just for them
-
- Make your entire customer journey experience amazing, from start to finish and with them the central focus so that is leaves them feeling good and supported
How about you?
So what do you do for your clients? What little something have you got planned to put a smile on the faces of your customers? Let me know in the comments below.
Still figuring out your customer service journey? Maybe you want to spruce up the your booking process, or add a little sparkle to the services you offer. Book a Clear Strategy session with me and we’ll figure out who they are, how to find them and how to make them fall (and stay) in love with you.
Extra Reading
Check out this post on being a giver in biz: Is your clients’ satisfaction guaranteed?
This one on creating that special Honeymoon period between your and your clients: No one night stands here
And this baby about a tool I use to make life easier for my clients (and me): Appointment scheduling: A time-wasting headache you need to stop right now
4 ways to say YES YES YES to your biz
I was chatting with a dear friend recently who runs her own biz here in Ibiza. She’s smart, creative, has plenty of ideas, full of entrepreneurial spirit, and dreams of being hugely successful.
My pal’s been working her tail off. It’s the summer season here and as Ibiza’s main commodity is tourism the islanders go into overdrive, literally making hay dough while the sun shines.
My friend feels she can’t say NO when the work shows up. She thinks she has to take it. I hear this a lot among my islander friends, but also from my clients who don’t have seasonal businesses.
You know what it’s like to feel that you can’t say no, right?
- Because you never know how long the good fortune will last
-
- Gotta make the most of every opportunity when it comes knockin’
-
- Gotta keep up with everyone else or your competitors will win and you’ll lose out
I’m going to tell you what I told my friend: it’s RUBBISH, total BS! It’s not even a little bit true.
My now tail-less friend? She’s burnt out and stressed to the eyeballs. She needs time out before the season has even finished.
You know the saying “Jack of all trades, master of none”? This is what happens when you spread yourself too thinly, grabbing at any work which comes your way.
But is there enough?
This fear of not believing that there will be enough of the “good stuff” makes you take on projects and clients which don’t Ignite your passion. WORSE, they sap your time and energy so you can’t take advantage of the light you up, genius zone work which comes your way (and it will come your way).
I totally, absofuckinglutely, 100% believe that you don’t have to keep doing work that drags you down. You can create the business you dreamed of – I know because I’m living that dream and I want you to as well. That’s what lights ME up!
It’s time to start making the changes you need to create that business you love and get your excitement (and life) back. Whether your business is seasonal or not, what can you do when you feel like you’re saying YES to every opportunity because you’re scared to say NO?
1. Listen to your heart
When faced with the decision of accepting new business or a new client – are you sure you really want to say yes?
What are your reasons? Is it because it gives you goosebumps and a surge of excitement just thinking about it? Or is it because you’re worried that nothing else will show up and you’ll be living on tinned tuna for an entire month?
If in your heart you know it’s not right for you, try saying no and leaving room to take on something else that really excites you (because when you know where to look for it there’s always something else around the corner).
But, don’t ignore your head completely!
Of course, there are times when you have to be smart about these decisions..
For instance, if you can’t make the bills, it’s necessary to suck it up and do the work, and that’s ok. It’s not a failure, it doesn’t mean it’s forever – it does mean you’re doing what you and your biz needs in the short term.
But it’s NOT a long term solution otherwise you’re just a slave to the job, and that’s not why you’re in business.
We’re in business for the right reasons, because we love what we do. It excites us so much we almost can’t NOT do it – am I right?
2. Know what you want
Over time, you’ll know exactly what you love doing, plus the opportunities and people to avoid.
That means making a few mistakes, saying yes to the wrong things, and then kicking yourself afterwards (and that’s ok too, but don’t kick yourself too hard – just enough so that you don’t make the same mistake again).
Over time, you build the confidence to say no to the things you don’t want to do and yes to those that you will totally love doing.
And in doing this you are providing a better service to those clients you turn down (politely, of course!) because they get to work with someone who is a better match. Win win.
3. Put systems in place
TOB (Terms of Business). This little sucker lays it all out right from the get go.
Working hours, response times, ways to communicate. This is your chance to set some client and you-friendly boundaries so there aren’t any nasty misunderstandings. Get a template set up and send it to ALL new clients, even if you know them well. It could protect both sides in the end.
Stricter work schedules. I’ve talked about setting boundaries in your business before and it’s SO important I’ll tell you all over again if I have to!
Clients will respect you for this, they will still work with you (and if they don’t, they would have been a nightmare, trust me you’re better off). Plus you can bring your best self to everything you do because that’s all you’re doing in that block of time.
Outsource. You can’t do it all by yourself for ever!
If it’s something easy to hand over, do it – it may be in the beginning that you use a niece/ nephew / neighbour/ friendly cat for a few weeks in the summer, that’s great. It’s not just time you’re freeing up, it’s head space as well. This means you can concentrate on what you do best.
4. Take time for yourself
Because if you don’t look after you, you can’t do your best for anyone else. Cliched? Sure, but for good reason!
I’ve been there, I’ve worked all hours and I’m here to tell you, girlfriend, it’s not healthy, it’s not productive and it’s totally not necessary.
How about you? Have you drifted from the dream of your business?
If you have, and you’re struggling with making your business one that you LOVE, book yourself a Clear Strategy session with me here. We’ll unravel what’s going on in your biz and create a business you love, that lets you get your life back.
Extra reading
Check out this blog on setting boundaries in your biz: “Why open all hours is killing your biz”
Have a little read of this bad boy if you want to make sure it’s YOU calling the shots in your biz “Who’s calling the shots in your biz?”
And finally cast your eye over this gem to see how to communicate with your ideal clients FAST. “My first time (and why you should pop your Periscope cherry too)”
The little word that makes a big impact in your biz
One of the most important words you can learn in business is a small one.
It’s one that you already know.
But, it sometimes gets a bad rep.
And, I bet you aren’t using enough.
It’s a powerful little sucker when you learn to use it, I have and it’s given me the business and lifestyle of my dreams.
2 little letters. N.O. No, non, nein, nie, net.
How are you at saying no?
I hear it A LOT from my friends and clients: “I can’t say no”. The thing is that they CAN, and they should be saying it a whole lot more.
This ‘can’t say no’ mentality is coming from a place of lack.
What does that mean exactly? And what can it mean for you and your business? Here are some ways I’ve seen this manifest and some of my thoughts…
- You don’t think there is enough business to go around (or anything, actually), and you’re going to fail. This makes you anxious and stressed about something THAT HASN’T HAPPENED YET and MAY NEVER HAPPEN! When you should be spending your energy on what you CAN do to create more opportunities and success.
-
- You grab at opportunities that aren’t a good fit. You work with people who don’t share your values, don’t respect your time or expertise so in return you don’t give the best of yourself. This makes you resentful and your job a drag.
-
- You get obsessed with your competition, focussing too much energy on what they are doing instead of thinking about what YOU can do to make your business hotter than a tamale. (Here’s where I think you should be looking for inspiration instead)
-
- You become stingy with your time (which isn’t like you). You waste too much of it on energy zapping, negative thoughts and pushing yourself through projects or working with people you don’t like. You’re too tired, drained and stressed to give your time freely because there’s nothing left, especially for yourself.
-
- You chase after the dollars, grabbing at every one, making poor decisions that aren’t aligned with your true values – this feels horrible, especially when you’re hard-wired to serve.
-
- These thought patterns aren’t easy to break, and I’m not going to pretend that I’m an expert on how to do that. What I do know is that they’re unhealthy and all too common. The good news is that they can be replaced with a more positive, abundant outlook.
I know, because I’ve done it.
Here are some practical steps I’ve taken to break these patterns of behaviour.
Notice your thoughts.
My business coach, Jenny Shih, introduced me to the work of Brooke Costillo when she gifted me her fabulous book, Self Coaching 101.
Before this, I’d never taken much notice of my thought patterns. What I discovered was that our thoughts aren’t real or factual, but by believing our thoughts you create your reality – good or bad. The great thing is you can change them!
And this isn’t just for personal thoughts, it matters JUST AS MUCH for your biz.
Get specific
Get a laser sharp idea of who you want to work with, and what you want to do for them. And then stick to it.
By doing this you’ll free up energy that’s currently being wasted on dragging yourself through projects that you don’t love. Plus you’ll have time and space to take on the work which lights you up.
If you struggle to think who your ideal client is, try coming from the opposite direction: The type of people you don’t want to work with: those who don’t value your time; don’t put the effort in, turn up late, have bad feet (yes, that is a real problem for some of my clients!)
Change your POV
Instead of the first thought being how much you’ll make from a new piece of work, turn it around and think about how much you’ll enjoy doing it. If it’s not at all, don’t do it!
There may be some times when you might need to do a short term piece of work for a bit of cash flow but make sure these are the few and far betweens, not the every days. And make sure when that cash comes in you spend it on the thing you wanted it for (holidays, shoes, gin – whatever).
Over to you
Do you suffer from CSN (can’t say no)? Or have you become aware of it? What do you do to combat it? It’s such a big issue for so many entrepreneurs I’d love to know. Share with us below in the comments.
Are you still struggling with it? If the thought of saying no gives you shivers, and not in the good way, set up a single Clear Strategy session with me and we’ll blast through the areas holding you back and set you up with healthier habits around my fave little word.
Extra reading
The book which helped me change the way I think: Coaching 101
This blog post about knowing your ideal client: Why knowing your ideal client is vital for success
This post about being yourself (and therefore happier!) in your biz: How YOU are you being in your business