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How To Turn Upset Clients Into Your Biggest Fans!

Customer Satisfaction Tips

Have you ever screwed up in your business? I know I have. Whether it was taking too long to get an order fulfilled, not responding fast enough to an e-mail, or sending the wrong product, I’ve done it all.

I firmly believe as a business owner, I owe it to my clients to give them my absolute best. When someone is handing you their hard earned cash, you better take it seriously and appreciate them.

But what happens when you have an unhappy client? It’s bound to happen eventually, even to the entrepreneur with the best intentions.

If handled properly, your mistakes could actually win you your most loyal clients.

Step one is to acknowledge the mistake and take full responsibility with NO EXCUSES! Then offer them a small token as an apology. Maybe it’s a discount, or free shipping. Super bonus points for sending a good old-fashioned card in the mail.

Use this for inspiration and make it your own!

 

Dear Jane,
“I am so sorry you’re not satisfied with my services (product, etc…) I strive to provide only the best for my clients, and I truly value you and appreciate your business. Please accept my sincere apology for _____________________________________________.

I will do my absolute best to ensure this does not happen again in the future.

Please accept this gift of _______________________________ as my way of saying “I’m sorry”

 

Warmest Regards,

 

XXXXX

 

Now, if you were upset with a business and received that as a response, how would you feel? I know I’d be singing their praises from the rooftops!

Everyone makes mistakes, it’s how we handle them that shows our true character.

Share below if you’ve had an experience where you turned and upset client into a raving fan!

 

On Being Vulnerable

As I write this, I just officially launched my facebook business page and my website. Now that the adrenaline and excitement of becoming “real” has subsided…..

 I feel like I could vomit.

 

Don’t get me wrong, I am beyond excited and ready to “officially” get this party started, but wow- it is scary.

I feel so exposed right now, like oh-my-gosh-I-just-realized-I’m-naked-in-front-of-a-huge-crowd exposed, and I’m sure no one has even read a single blog post yet!

Why am I sharing this with you?

Because I want you to know I understand how terrifying it is to put yourself out there. To be so passionate about something, but worry that nobody will care. To desperately want this thing to work because you just know it could be so amazing, but you also know that there are no guarantees.

 People may judge me.

People may think this is pointless.

 

And you know what, that’s ok. Because they’re not my people. The people who are meant to be here, will come.

 

Please, please don’t ever let your fear of what others may think hold you back in life! I get it- being vulnerable in any way is uncomfortable. But you know what they say about being comfortable:

Where The Magic Happens- Wildly Successful Moms

So go, don’t even glance in the rear view mirror at your comfort zone. Go make some magic, after all- you only have one life to live!

Have you had a time when you were feeling vulnerable? Share in the comments below what you did to overcome those feelings! It helps everyone to know they are not alone.

One Belief That Could Be Holding You Back ( and What To Do About It )

As mothers in business, we share unique struggles that others just can’t relate to.

If you’re anything like me, you struggle to find… balance. Because of course, we read everywhere that life is about “balance”.

Here’s the thing- I don’t really believe in balance. As soon as you think you find balance, something will come along to destroy it. Promise.

 

Really, life is more about deciding what we are willing to sacrifice in order to fulfill our desires, our needs, our obligations.

 

There is an opportunity cost to everything.

If you choose to be in business, there is an opportunity cost to that. For me, when I was a wedding photographer, that cost was my weekends with family. However, at that time, that was a cost I was willing to pay in order to fulfill my need to express my creative and over-achieving self. To not do that would have driven me nuts, therefore making me useless to my family.

Coming to the realization that balance is a myth will take a ton of pressure off of you, as you’ll no longer be striving for the impossible. Rather, you can do some serious soul-searching and make intelligent decisions on what you’re willing to let go of, in order to pursue what you know to be most important in your life right now.

When I decided to end my wedding photography career, there was also a huge opportunity cost to that. I agonized and dreaded making that decision. But I needed to listen to the small voice in my heart, telling me it was time for me to take back my weekends and create beautiful memories with my family.

When making decisions in life ask yourself,

 

“Is what I’m going to gain worth the cost?”

 

Here are some specific work vs. family related questions you can begin to think about:

 How many hours per week am I willing to/do I need to take away from my family and invest in my business?

How will the time I spend in business best be spent?

Example- for me that would have been determining how many weddings/portrait sessions per month I was willing to take, how many networking events I would go to, etc…

 

I am specifically addressing issues of business vs. home here, but this applies to everything in life. I also homeschool, which is life altering to say the least. It’s a sacrifice in many ways, but I would have it no other way. I’ve determined I’m willing to “give up” my days in order to provide a quality home education for my children. Not everyone sees the value in that, and that’s ok!

 

Of course, if you have a spouse, this is extra important as your decisions affect them as well. It is important for them to see that you are making intelligent decisions regarding your business if you want them to take you seriously and support you.

SO…….

Are you letting the belief of balance hold you back? Leave a comment below then I’d love if you’d share with a friend! Use this graphic below for easy sharing on Pinterest:)

Isthisonebeliefholdingyoubackgraphic

 

How To Create A Successful Mission Statement

We all know we should  have one, yet something keeps us from actually sitting down and writing the darn thing….

 

The dreaded mission statement.

 

Most people shudder at the thought of creating one. They would rather experience the tantrum of a small child for a straight 24 hours than sit down to craft a mission statement. I can’t say I blame them. A proper mission statement should be the cornerstone of any business. It’s your roadmap to success, your operations manual in a paragraph. It’s what you should turn to when you want to give up. Your mission statement is what grounds your business when you get off track. If you have employees, it unifies them and gives them clear guidelines of what you expect.

 

Your mission statement should breathe your business’s purpose right into the very souls of your clients, beckoning them to come to you. Telling them you have what they want; what they need. 

 

No pressure or anything.

 

Have no fear; I can help you. Just follow these simple steps and you’ll be on the midnight train to mission statement bliss.

 

  1. Schedule a block of time! You’ll want alone time to do this, no kiddos on your lap or Spongebob in the background. Put it into your calendar, line up a sitter, and lock your husband out of the house.
  2. Grab a glass of wine and clear your mind
  3. Now, you need to do some soul searching, and answer these questions.

 

Why are you in business?

What is it that you have to share with the world?

What needs are you meeting for your clients?

What makes your business unique?

How do you want your clients to feel before, during, and after they do business with you? Just write down any words that come to mind.

Why are your clients coming to you?

 

Take your time with this. Don’t get all hot and bothered if you can’t answer these questions in one sitting. In fact, I don’t expect you to. If you’re anything like me, inspiration may hit at any time, so I encourage you to keep them in a journal, notebook, or ipad/cell phone so you can add to them on the fly.

 

Once you have these questions answered to your satisfaction, you should have plenty of material to write your statement.

So have it, get your mission statement on, then leave it in the comments below with a link to your website. I’d love to see what you come up with!

 

Your Breasts Aren’t the Only Thing That Need Support

As women in business, I feel we tend to take on this super woman complex. We somehow got this idea in our heads that we can do it all, and if we can’t then we look at ourselves as less than human. As if something is wrong with us because we can’t run a household, be the stepford wife, the idealistic “classroom mom”, AND also run a successful business.

Ladies I’m here to tell you, nobody in the world can succeed alone.

We all need help, we need encouragement, we need people to push us along the way when we get stuck, and yeah, we may need some help running our homes.

“But, other women can do it! I see it all the time!”

Stop comparing! Everyone is struggling in some way, you only see what they allow you to see.

For some, you may already have a support network. For others, you may not know where to begin. We don’t all have supportive spouses, family members, and friends. Some of you may be in a town where you don’t know anyone at all.

So how do you build a network when you don’t know anyone, or you’re in the town you grew up in but still don’t have support when you need it the most?

This will require going outside of your comfort zone. You’ll need to go out and meet people! Make new friends! When I moved two years ago, the first thing I did (before even moving) was look up a MOPS group to attend (that’s mothers of preschoolers). Once I got settled in there, I extended my network and starting going to local networking meetings for women in business. It was there that I met a great group of women who were looking to support one another and help each other succeed. (If you’re in a networking group that isn’t working out, find a new one!)

I also went waaayyyy out of my comfort zone and called other photographers in the area whose work I admired and introduced myself. Did all of them respond? Nope. But for those who did, I’ve formed lasting friendships that have been valuable to my personal and business life. Some of my biggest sources of referrals (and professional support) were my competitors.

And please know, you should have supportive friends for both your home life (other moms who are not necessarily in business) and for your business. A mom who doesn’t run a business can certainly help you when you’re in the throws of potty training or dealing with mouthy teenagers, but probably won’t be able to give you great advice in your business. Conversely a business woman with no kids won’t relate to your problems at home.

One other way to build a support network is to do it online. Although I do caution you with this one. It is easy to get caught up in online forums and facebook groups and lose sight of why we joined. It can be a huge time-waster if you’re not careful.

And lastly, join a mastermind group and watch your business soar! I believe a mastermind group is one of the most powerful ways you can grow your business. In my mastermind groups, I help you create goals in both your home and business. The group cheers you on and holds you accountable to your goals. These groups are a great support network especially for the mom who doesn’t have much time to get out of the house. All it requires is a commitment to join a phone call.

 You have to let go of your pride, of your fear of rejection in order to successfully build a support network. Or, you can trudge on struggling to make it through each day on your own. The choice is yours. @sconfair Tweet:  You have to let go of your pride, of your fear of rejection in order to successfully build a support network. @Sconfairtweet this!

Simple Steps: How to Build a Support Network

  • Find a moms group in your area (lookup Mops International for a faith-based group) Please understand it takes time to form genuine relationships which lead to a support network, but most mommy groups will give you support even before relationships are formed.
  • Find women networking groups in the area. Got there with the intention of supporting others, and you will find support for yourself too. If you go just to “get” and promote yourself, you’ll never make any connections. –
  • Create a facebook group with other moms in business. When you meet a mom in business, invite her to your group.
  • Join a mastermind group. Mastermind groups are very powerful with helping you achieve your goals, and lasting relationships and support networks will stem from them. Whether it’s an online group, such as the mastermind group I facilitate, or one where you meet in person I highly recommend them!