Listen, observe, absorb
Hey Esties, I wanted to share one of my secret weapons when it comes to marketing, mostly it's about connecting to draw a deeper sense of client loyalty and to quite frankly cover my ASS!!! I know all too well after being in the biz of skin for so long that some days just don't go as well as they should or could, on those days if I've done the prep I can get away with a few slip-ups or mishaps. Most recently in building out a new Salon location I ran into a big Hiccup, I ran into so many delays on my builder's part that not only did I have to move out of old space, I had to temporally move back in. I won't go into all the gory details but just so you get an idea of the conditions I had to work in. We had stripped the salon down to bare bones, nails in walls, speaker wires hanging from the ceiling, no curtains, no rugs or artwork or mirrors, it echoed due to the emptiness of the space. I could not put everything back up (it was just temporary) at least that what we were told. (Let the nightmare continue)
SO needless to say, I was conducting business in less than a stellar environment and it was not pretty. YET, not one client complained or questioned what was happening, they all were so supportive and understanding and were more than happy to keep their existing appt (even though I tried to reschedule) to ensure the upmost of care and customer service I was devastated and it was tough to work outside of my comfort zone. I had done such a good job prepping because I used three words to guide my initial appts with clients so that I didn't misunderstand who they are and what it is that they needed from me, I also show them consistently the type of biz that I conduct that it wasn’t even an issue with a BRAND new referral that I insisted I wanted better for her than to come in during this stressful time. She insisted. Three words: I listen, observe, and I absorb. I take notes, reach out, and I follow up not just once but continually to maintain a relationship that is important and valued.
You see mistakes happen, S#@t happens, things go wrong, some are out of our control, others well, just happen and when it does, clients need to know who you are and how you roll. I didn't have to discount my services, I wanted to go into fix/repair mode? Circumstances sometimes are out of our control. How we choose to think about them or to handle them is totally 100 % our responsibility. Was I disappointed and frustrated? YES, then I chose a new direction with my thoughts and consideration to move forward with the delays and to look for the rainbow at the end of the storm. It will come, there were lots of possibilities that I was going to look forward to. In the meantime, my way of building my brand and my reputation as a business owner had already been set and clients waited for the rainbow with me. I listen, I observe and I absorb what they need and I continue to use this as my number one way to market and to ensure client loyalty.