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How Do You Say “I’m Sorry”?

Thursday, February 14, 2013 Posted in Customer Service, Sales

As a business owner, how do you say “I’m Sorry”?

When a client comes to you with something you’ve made (or serviced them with) that they feel is inadequate, how do you respond?

Here’s the thing…

A TRUE apology needs to accept full responsibility. There should be NO justification for what happened. (This is when someone tries to justify the misunderstanding or error. “I’m sorry that you didn’t understand.”) And, to best service the customer, the next step is working towards a solution.

  • I am sooooo sorry.
  • I’m responsible.
  • I will take care of this.
  • This is really frustrating. Let’s solve the problem.

Here’s the other thing…

Most people don’t want conflict. (*most* – not all) So, when they buy something that is faulty or are serviced inadequately, they want solution. Saving the relationship is critical which is why you have to accept full responsibility.  Moving towards the solution is going to help both parties feel at peace.

This is NECESSARY even when you aren’t wrong. Even if you know you’re right… assuming you want to preserve the relationship and your sanity… and assuming you want to move forward, a true apology is a must.

When you’re not wrong…

You have a choice to make. It’s simple:

  • Is it worth the relationship to work this out?

With a client relationship, I find that it’s worth working out 99% of the time, even if they are wrong.

Even if you are NOT in the wrong, you make it need to take charge. You are in control of this situation. Man up!

About taking responsibility…

Here’s an example of something that happened to me a few years ago with a wedding invitation client…

The client placed her order, reviewed everything, signed off on the proof (which specified flat printing.) When she received the order, she was so disappointed because she thought it was going to have thermography printing.

Needless to say, when she phoned me I knew this was going to be a challenge and I got a lump in my throat. The client clearly approved something. She was so unhappy about it, I knew I needed to take responsibility and not with a weak apology.

“I am soooo sorry. I did review the contract and you signed for flat printing. HOWEVER, I accept full responsibility for this. I know this is not what you expected from us. I do remember you talking about thermography printing. I want to solve this for you. This is what we can do…”

I reprinted the order and charged her a little more than my cost. Sure – I didn’t make much money on this job. But, I salvaged the relationship. And, when reputation in this industry is based on relationships, this was worth the cost of reprinting the order.

Taking responsibility means that you are in charge. You have an opportunity to make a bad thing better. How are you going to do it?

And here’s another thing…

It opened my eyes. I realized that my proof/contract process was confusing to some people. I reworked it – and made sure that there was an initial next to each section ensuring that people would read every detail much closer. I could have been stubborn with this client and said “Whoops – this is your fault. The proof was clearly signed by you.” But, by softening my defenses, not only was I able to salvage this relationship, I was able to improve as a business owner. Change is good.

Has this happened to you?  When have you had to say “I’m Sorry” to a client? How did it go? Share with us in a comment below.

PS – I just want to make it clear… this isn’t about being walked on by your clients. If this sort of thing happens a lot, you should revisit our posts on client management. 

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by Michelle Loretta

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Are Your Checklists Impeding Your Productivity?

Tuesday, February 12, 2013 Posted in Organization, Prioritizing, Productivity

To the right is the checklist that my daughter Lili made for bed-time a couple weeks ago. She’s 5 years old and already type-A, organized, detailed. This is what I observed with this checklist thing…

  • Lili took FOREVER to make the checklist.
  • The checklist was a great DISTRACTION to actual getting the work done (brushing teeth, reading book, putting on pajamas).
  • Lili kept losing her FOCUS because she was so focused on the checklist.
  • Every time she finished a task, it’d take another several minutes to refer back to the list and check off a box. And, another several minutes to find her place again.

(Needless to say, the mom in me just wanted bedtime to come ALREADY!)

I reflected on how checklists can really get in the way of getting ACTUAL WORK DONE.  Does this happen to you? Are your lists and lists and lists (and the rewriting of lists and checking things off the lists) impeding your work?  You know – your job is not crossing things off lists.:) (Tho, sometimes, it certainly seems that way.)

Listen… I’m a HUGE list maker. I LIVE off my lists. I would be lost without my lists. But, I don’t let my lists manage me. I manage my lists. And – I make sure they don’t get in the way of ACTUAL WORK.

Here’s what I do when I have a gazillion things going on and my lists are in danger of dominating me…

To the left is a picture of a massive pile of post-its. It’s mine. I posted it on Instagram and several people thought it was CRAZY TOWN. Ha! (It could be crazy town… if this was how I actually managed my tasks.) NOPE.

Each day I run off of a VERY short list of things that MUST get done that day. There are usually 3-7 things on this list. That’s all. (I have a few other master lists, but they are usually not in my workspace where they might distract me.)

So, what’s the pile of post-its for? 

Here’s the deal… There are days when my mind is moving 10000mph. I could spend those days sorting thru my thoughts. I could spend those days organizing checklists. I could spend those days NOT working but making checklists. But – nobody PAYS me to make checklists (at least not ones for myself.)

I use the post-its to write my floating thoughts down. I have a random thought. I put it on a post-its – QUICKLY. Move on. The post-its are something I come back to later. About once a week, I take all these floating thoughts and decide which ones are still important (add to a list) and which ones aren’t (trash).

It does’t have to be post-its… it could be a notebook, notepad, document on your computer, note on your phone. I use post-its because it’s the simplest system that doesn’t pull away my attention from the work at hand.

The minute that your  lists, or files, or notebooks, or systems are distracting you – or impeding ACTUAL WORK - is when you need to rethink how you are spending your time each day.

Have you found that your checklists ever block your productivity?  Share your thoughts in a comment below.

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by Michelle Loretta

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February 12, 2013 - 3:24 pm

Maggie - Oh! This is a great idea. I am attracted to any and all shiny objects, so I typically act like your daughter as I trudge through the workday. Going out to buy post-its tonight!

March 31, 2013 - 6:46 pm

Denver Boudoir Photographer | Brooke Summer - I LOVE Post-it’s, it’s a little ridiculous. ;) I use Evernote for my to do lists though, and keep one big list. Every week on Monday, I pull from that list for a list of weekly goals to go over with my accountability partner! :)

Follow Up is Crucial

Thursday, February 7, 2013 Posted in Marketing, Networking

Follow up is critical to all aspects of your business. You follow up with potential clients. You follow up with vendor colleagues when you are executing your service for an event. But, do you follow up with colleagues when you send them promotional material?

On Tuesday, I shared 5 ways to promote your business to wedding pro colleagues. What are you doing to follow up?

Here are a few scenarios I’ve seen…

Wedding pro sends a beautiful sample package to a colleague. A few weeks go by and the sample package ends up on a shelf. The sender never called or emailed to follow up on the sample package.  Here’s an approach that would be helpful for the sender of samples:

  • Email to check in… “Hey! Did you receive my sample package? What do you think? Is this a good match for your client?”
  • Invite the colleague to coffee. Discuss ways to partner together.

It’s a missed opportunity if you aren’t following up on what you send a colleague.

At a networking event, wedding pro meets a colleague that would be a great partner.  A few weeks go by and the wedding pro never reaches out to the colleague. There is no attempt to build a relationship.  Here’s an approach that will benefit the wedding pro long-term:

  • Research the colleague. Learn about them. Think about ways that you can refer business to them.
  • Email to express how  much you enjoyed meeting them.  Arrange a time to learn more about each other’s business.
  • A casual check-in by phone or email is always noticed. See an article in Inc. magazine that would benefit their business? Forward it along to them.
  • Arrange to meet them at the next networking event.

You can network every night of the week, but if you don’t follow up that time is wasted.

What are your tips? How do you follow up with colleagues? Share in a comment below.

 

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by Michelle Loretta

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Promoting Your Business to Other Wedding Pros

Tuesday, February 5, 2013 Posted in Marketing, Networking

“Word of mouth” referrals are necessary to almost all small businesses in the wedding industry.  In order to get wedding pros telling their clients (and each other) about your business, you have to promote to them. Promotion to wedding pros needs to be subtle with the emphasis on relationship-building. You’ll turn off your colleagues if you’re selling to them.  Here are…

5 Ways to Promote Your Business to Colleagues:

1.) Send something FUN!

People like mail. People like gifts. It’s nice to be remembered. And – here’s the thing – when you think of your colleague and send them something, they in turn think of YOU. I’ll never forget Barbie Hull sending me a power bar (in super cute packaging) at the beginning of 2009 to help me power thru the new year.

2.) Do a creative giveaway.

Wedding pros like to compete. (Yep – I said it.) And – more so when it’s a fun little challenge to showcase their creativity.  I love what Heidi Bartlett is doing over at the launch of The Love & Laughter Shop. She sent out a cute little card with confetti (see #1 above) and the recipients are encouraged to throw the confetti to celebrate love and laughter, and post the picture to Instagram or Twitter.  A winner is being selected next week.

3.) Learn about THEM!

I’m always impressed when a wedding pro does their homework and/or is interested in learning more about my business. They want to bring ME business. I am more likely to refer someone who is making an effort to refer me.

4.) Talk about THEM!

Blog about your colleague. Link to them on social media. Repin their ideas. A great way to get noticed by colleagues is to be collaborative. People take interest in those that are kind. People take interest in people who are working to promote their business. (This goes hand in hand with #3.)

5.) NETWORK!

I talk about this ad nauseum on here.:) GET OUT THERE AND NETWORK! (Make sure to revisit our posts on what to do before, during, and after a networking event.)

What are your thoughts?  How do you get in front of your colleagues without being pushy?  How do you build those relationships?

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by Michelle Loretta

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Financing Your Business: Crowdfunding

Wednesday, January 30, 2013 Posted in Expansion, Finance, Strategy

We’re discussing the financing of your business.  This is when you need a cash infusion to expand your business. Make sure to catch up on these posts:

What is crowdfunding?

Crowdfunding can be used to finance your business or project. A business or individual pitches a need for funding. The general public (usually social media friends, family, fans, followers, etc) funds the need, dollar by dollar.

The financiers may receive something in exchange for their money or just a good feeling in their heart.  Being that amounts vary widely (from $5-$10000) financiers feel that they can contribute to someone’s entrepreneurial dream with whatever amount they feel comfortable giving.

The following are a few crowdfunding sites:

  • Rockethub – investments are considered to be donations to a project
  • Kickstarter - funds are used for launching projects; investors receive something (a gift) in exchange for money
  • Kiva - people lend money to individuals living in poverty as a means to enable them to earn money through a small project or business
  • Indiegogo - campaigns (entrepreneurial, philanthropic, and personal) are funded by donations
  • ArtistShare - connects creative artists with fans in order to share the creative process and fund the creation of new artistic works

(Speaking from experience as an investor in a few kickstarter and kiva projects, I see my investment as a little gift/donation to another fellow entrepreneur.  It’s low pressure and fun to give.)

Pros of Crowdfunding:

  • Can raise cash, little by little, from a huge sea of people (as opposed to trying to get lots of money from few individuals)
  • Because the project/business sources from a crowd of people (and not just a handful of family and friends) there is less risk to the individual investors and less risk to the relationship.  (If the film I donated $20 doesn’t get made/sold/distributed, I won’t be sore with my friend. I would be sore if I hand invested $10,000 and didn’t see a return.)
  • People can donate however much they feel comfortable doing/losing.  This doesn’t put your friend/family in an awkward situation where they feel they can’t (or don’t want to) contribute more to your dream.

Cons of Crowdfuding

  • If your project isn’t funded 100%, you may not get any of the funds (depending on the rules of the funding site).
  • You may have an obligation to provide something in return for funds received (depending on the rules of the funding site).  If you don’t follow through on your project, you may need to pay your investors back.
  • The US Government and the SEC are still trying to define the rules of crowdfunding. This financing source could be seeing a lot more regulation in the upcoming years in order to protect investors.

Who is crowdfunding good for?

Crowdfunding is great for people who have a new project or something innovative they want to brig to market.  (Check out the pre-facebook Instagram company’s kickstarter video for the Instaprint.  And, make note of the disclaimer they make to their investors that their project has changed since funding (which was prior to facebook’s acquisition of Instagram).)

The projects that do well with crowdfunding are the ones that are truly different, inspiration, fun – OR – they have a huge network of followers/fans.

What are your thoughts on crowdfunding?  Have you ever had success funding a project with one of the funding sites mentioned here?

 

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by Michelle Loretta

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