“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” Jeff Bezos, Amazon
It never fails, each day I see a post on Facebook or Instagram about a professional being mad at a client for canceling, no-showing, etc. The fact that I just wrote that I am seeing this on a social platform should be enough to get your attention.
My great leader for over 25 years and forever mentor John Paul DeJoria taught me a simple concept. “Praise in public, coach in private.” So I ask, why in the world would we use a public platform to put our clients on blast, or better yet, why would we ever put a client on blast? I mean, they are our clients after all. Now I am not talking about abusive clients, I am speaking about clients in general.
If you find yourself in this cycle of never-ending angst, what it tells me is you simply have not found a system or process that works for you.
Here are some things to consider…
Get A Booking System
Do you have a system that works for the client and yourself? And you see, I put client first. As if it does not work for them, well, then, we have nothing to discuss, as you will have no clients.
A system could be as simple as…
1. Appointment Booking
3. Online Booking
4. A dedicated phone line that has a human on the other end during business hours (which you get to set)
As a client, telling me you have 500 text messages and you are sorry I have not heard back is not the way to build and grow a business. It’s not my problem, it’s yours. So please don’t make it mine. I’m the client. Remember that. If the experience sucks, you’ve lost me. And the experience begins at discovery of your business. Before booking. Think about it.
Appointment Communications + Confirmations
1. Clear, easy to find and understand booking agreement
2. Text and/or email confirmations
Look, it's 2016, so if you are not using an email and/or text confirmation and communication platform, it’s time for a wake up call. So lets consider this blog your wake up call. As an owner, its your job to make the clients experience seamless, not the other way around, and I want reminders, and I want communication, but I want it the way I want to consume it, text and/or email.
And as far as policies and agreements go, if I cannot read it, see it, and find it easily, then it’s on you as to why I did not know about it. So web design comes into play here, as does email communication and even good old-fashioned face-to-face verbal communication.
You see, as a business, it’s our responsibility to make the client journey with our business an awesome one. Not one of back and forth texts, ignored texts or emails, setting alarms to call you, or jumping through hoops to get an appointment. Nope, sorry, most will go elsewhere.
In the end, in order to create an awesome experience for our clients, we must focus on their journey. From discovering our biz, to reaching out, to booking, to confirming, to finding it, to parking, to paying, to pre-booking, all of it. So take the time to think about the journey, and do the work to make it awesome, for both you and your current and future clients. Oh, and one last thing, remember that we are on our mobile devices 24/7, so whichever system you choose to create, it must be mobile friendly, or you have lost me, again.
Change the system, change the result.
Love + Awesomeness-
About Nina L. Kovner: From the shampoo room to the boardroom, Nina L. Kovner took the world of pro beauty by storm with her thoughtful attention to detail and never-ending tenacity. After 26 years of conquering obstacles in an ever-changing business landscape and helping to build one of the most recognized professional haircare brands in the world, she respectfully walked away from a career at the top to help small business owners and artists discover and live their purpose with passion and empower their businesses. Now, as Chief Awesomeness Empowerer at Passion Squared, she wakes up every morning saying to herself… “How I am going to help people create awesome today?”
About Passion Squared: WHAT'S LOVE GOT TO DO WITH IT? Everything. Awesome creative small business owners and the people who work in them are created from the inside out and we work to empower your life and business with a focus on online + offline marketing, strategy and brand development with a heavy dose of personal development awesome dust sprinkled onto every thing we do. You can find Nina all over the social + digital web when she’s not drinking espresso or spooning her dogs. Connect with her at passionsquared, on Twitter, Facebook, Instagram, Snapchat (@passionsquared) and Youtube.