Tag Archives: better customer managment

Client loyalty is not the same as it use to be and here’s why

Loyalty is not the same as it once used to be. People move on fast and forget faster and the best dis-loyality tool is the mobile phone because it pumps tempting offers and inform them of alternative and your competitor in seconds!

Article by Diane Shawe

Admit it, we all use our mobile phone search tools like our life depended on it.

One of the problems many small businesses face is the challenge to stay current, modern and up to date. The temptations to scale up and expand instead of focussing on their core brand and what they stand for is often erased from any growth plans. For example, although I enjoyed the odd facial a this local beauty salon, I never quite figured out what they really stood for because they seem to offer all sorts of bits and bobs in the salon.. I take many felt the same way…

So I am going to focus on salons at the moment because I think they face a growing challenge each day from the swelling mobile provider.

How about your salon? Sometimes it is tempting to scale up by trying to innovate, hire more and invest in the next best computer systems, but if you take your eye off your brand’s core values, your clients will slowly start to move away from you.

That of course, does not mean you are not to leap from your current situation to the next stage (whatever that might be), but as you do, here are some things worth remembering…

If you don’t know what your salon brand stands for neither do your clients (we do hair is not enough) Perhaps you should consider another way that you can grow stronger and that could be by scaling back to basics.

If you don’t know where you are driving, chances of arriving anywhere is pretty slim

The latest computer systems do not mean higher sales, could have the opposite effect

Here are 5 tips to get you started on the right path to scaling back:

  1. Ugly flyers can give you more than you need to get busy on a Tuesday afternoon and ultimately.
  2. Every quarter, it is wise to unplug, review, reevaluate, then set in goals, visions, and targets.
  3. It is wise to craft your salon message than learn how to communicate with your clients. Use Social media it can be cheaper andvery effective.
  4. If you stop promotions and marketing you will cut the lifeline from your sales so don’t.
  5. If you don’t understand your individual team member’s needs and aspirations you will always be having staff walkouts (their needs is not what you think they are) Keeping your staff happy can bring in more sales.

… so the moral of this message is, when you are thinking about scaling up, remember, it’s not always about expansions and latest technological innovations, think holistically, think outside the box and remember sometimes scaling back will give you the boost you need to eventually scale up.

After all, when you give a cat some cream they purr, keeping your customers and enticing them to sell your exceptional services is worth investing some quality thinking time each quarter and then acting upon it.

Happy scaling back and leaping from this to that onto making your clients happy.

Can difficult or tough conversations be pre-managed?

Managing difficult or tough conversation.

by Diane Shawe M.Ed IEBE

Unless you are on an island, it is not possible to avoid communicating with other people. Just stop for a moment, and think about how much time of your day you spend in conversation with other people? Whether in your car, in meetings, on the phone, by text message, e-mail or social media. Our days are frequently filled with short snippets of conversation and sometimes long exchanges.

Some people are better in conversation, while others prefer to write messages where they can take advantage of the delete key and work out the best wording. Have you taken some time to examine your approach? What are your results like; do you tend to have consistently peaceful conversations where people get heard and are listened to, or do they frequently de-compensate to a level of discussion that is argumentative or unpleasant or they just simply mis-interpret what you though you said or what they thought they heard?

Conversations can be a challenge, and we also have to be aware of the conversation going on inside our head at the same time. What if we say the wrong thing, or we are speaking carefully but our body language or voice is sending a very different message? How are we supposed to manage all that?

Fortunately, we can learn techniques to help prevent conversations from getting difficult and recognise what to do if they go off track. We can also learn how to get to the heart of a problem, move through a conversation, and keep it focused on the future instead of spinning in circles.

We can all benefit from a little education on dealing with difficult or tough conversations. Speaking and presentation coaches can help, but in the heat of the moment they aren’t perched on our shoulders whispering what we should be saying.

Our previous clients tell us that our courses are ideal for workplace training and development. They appreciate that our courses are up to date, relevant, and globally accredited. More than that, they are also excited to see that our courses are available in a format that they can use for e-Learning, either as the approach for the whole course or for a 1 day blended learning approach.

We have just released our Managing Difficult Conversations Training course. We believe that training courses need to be designed with busy people in mind. Our new training course include everything you need to help you, your staff or leaders hold challenging conversations!

From understanding the impact of body language and how your voice is projected, facial expressions, to formulating questions that get to the underlying problem. Our course provide information on many hands-on techniques and will also help you learn how to apply positive intent, how to use our process to plan a conversation, and how to implement and follow up on an action plan.

You can enrol on our course on line in our 4 week e-learning program, or you can opt for a 1 day intense learning experience workshops.