More isn't always better

Do you have an alphabet soup of credentials following your name? When will you know enough to offer your program and services? The answer is: As soon as you know a little bit more than someone else.

It took me 100’s of thousands of dollars to finally get this. Not that I regret my training or education, it’s just that I could have been doing more of what I love, which is coaching, training, public speaking, writing, and mentoring. Instead I was cloistered within the Ivory Tower walls where the majority of my writing was only for the eyes of my professors. I was still deeply involved in my full-time practice as a Family Coach, but there was so much more I wanted to be doing!

At the core of my over-achieving I had a secret. As illogical and irrational as it seems, I felt like I was a fraud! I thought that any minute they were going to figure out that I’d snuck into my PhD program and tell me to get out!  So I peddled harder, said yes to more things than I really had time for, and hoped that at the end of the day I’d measure up. What a crock! Which was pretty much what my advisor told me when I went to her with my fears. She told me that the higher you go, the more likely it is you’re going to feel this way.

She was right, I did belong. I was right too though, because the higher you go, the more perfection is expected of you. There’s always someone looking for the chinks in your armor so they can tear you down. Not because you’re bad, but because of their own fears of not measuring up.

How do you get off that hamster wheel?

1. Take an honest assessment of your accomplishments. Have people you know and trust help you with this. Ask them what your strengths are, ask them where they see your biggest challenges.
2. Whatever program or service you’re offering, listen to your own words. They are for you as much as they are for your clients. Let go of the idea that you can ever be the whole bag of chips. Know what you know and know there are people who want to learn from you.
3. Recognize that the more you know, the more you realize how much you don’t know, and will never know. Embrace that. Let your walls down and agree with everyone who tells you that you don’t know everything. Like, duh?
4. Be transparent. We all have challenges in our lives. Your vulnerabilities are also your strengths. People will trust you more when they know you’ve faced the same challenges they are facing.
5. If learning is something you love, then keep learning, just do it for the right reasons, and in service of your highest goals.
6. Accept that there will be people who don’t like you, or think what you’re doing is wrong or misguided. There are people in this world who don’t like the Dalai Lama, that doesn’t stop him from being in service to others.
7. Let it be easy. Be willing to let it be easy.

What are you willing to let be easy?

You say collage I say college

What do you do when someone points out an error in your copy?

Maybe this is a grammar police issue, or maybe it's bigger than that.

Have you ever posted information about an upcoming offer and had some error in spelling or punctuation pointed out? How did you respond? Were you embarrassed, grateful, irritated beyond belief?

I saw a post recently that was so bad, I debated on whether to point it out at all. I considered waiting for someone else to do it so I wouldn't have to be the one. If I hadn't cared about the person I probably would have kept my mouth shut, but I knew that every second the clock ticked another hundred people were likely to see it and turn away.

I won't share all of what was written or who wrote it, just that he was comparing the cost of college to the lesser cost of taking his program, which in his comparison was of higher value. Except. He spelled "college" wrong. He wrote "collage".

Sigh.

It's pretty hard to take seriously the idea that a college education is worth less than a program offered by someone who can't spell the word college. With love and humor I gave a shout out, first saying how incredible my own experiences in his programs had been to soften the blow of making such a seriously funny error.


My hope was he would be nimble on his feet and turn my comment around in his favor, you know, saying something about how his college education was missing the "spellcheck" component, or darn, how his excitement about offering the program got ahead of him having a second set of eyes look it over before posting.

Anything but what he did. Really bad client care. Friend or not, I'm a potential client, with huge email lists full of even more potential clients.

He got defensive. He insulted me. He lost me as a client, or joint venture partner, probably forever. We find out who we are in situations like this, when the pressure is on. Who are you gonna be next time?

Don't be Dead Right

Learn to use complaints to show people who you really are and establish your brand.
 
Once upon a time, the customer was always right. They could scream, rant, and call you names and you had to take it.
 
This eventually changed, as well it should have. No one deserves, or should have to allow another person to treat them with such disrespect. However, the pendulum seems to have swung too far in the opposite direction, where the customer’s opinion is irrelevant.
 
There are 3 ways you can respond to a customer complaint:   

1. Ignore them – Cross your fingers and hope it goes away. Sometimes it will seem like it has. Just remember that for every person that lodges a complaint, there are dozens, if not hundreds of others who had a similar concern but didn’t express it.
2. Argue with them - Tell them how you’re right and why they are wrong.
3. Listen to their feedback – Somehow listening to complaints and responding in a courteous, understanding manner is no longer the norm. I’ve even heard it described as “kissing their ass”, and is something many business owners feel they are above doing.

Each of these responses has a predictable outcome:

1. If you ignore them - In today’s world of internet marketing, where things can go viral in hours, ignoring a public complaint is like paying thousands of dollars for market research and then ignoring the results. One comment can be seen by hundreds of thousands of people who will be watching for your response. Even if it’s only a dozen people, people will talk, and when it comes time to buy, they’ll remember.
2. If you argue with them - This reminds me of something my gramma used to say. When crossing the street you may have the right of way but you still better watch for oncoming traffic because it’s better to be wrong than dead right. As a business, customer complaints are your oncoming traffic. You may be right, you may win the argument, but you won’t win loyalty or their repeat business. What you will do is alienate them, and everyone they talk to.
3. If you listen to their feedback – Listening isn’t kissing ass. Listening gives you valuable insight into how the minds of your market are experiencing you. It gives you the chance to go above and beyond and to offer them the chance to come back.

The way Starbucks handles complaints is a great example of a happy middle ground. I’ve had a number of less than stellar experiences with Starbucks, not because they are inherently bad (I know there are those of you who would disagree) but because they are a large corporation with a lot of moving pieces, and are staffed by humans. We all know that to err is human, so sometimes Starbucks employees make mistakes.

Whenever I’ve had a Starbucks complaint to lodge, whether it was about grounds in my cup, slow response time, or inappropriate comments made behind the counter, the reaction I’ve received EVERY time, went like this:

1.    We’re really sorry that happened.
2.    Let me give you another drink.
3.    Here are coupons for future visits.
4.    Thank you for letting us know.

Not once did they become defensive or argumentative. I was never told I was wrong. Their response told me in no uncertain terms that my business with them is valued and they’ll do whatever it takes to make me happy. Even if it costs them a couple cups of coffee, they know that it could cost them even more in lost revenue and a soiled reputation. 

Reframe

Great Client Care or Customer Service isn’t about kissing ass; it’s about good business practice. There are times when you need to let a client or customer go, fire them even, because they’re a bad fit. Make sure you’ve exhausted the possibilities of turning them into people who’ll be loyal for life and give you the word of mouth referrals that rule today’s marketplace before dismissing their feedback out of hand. And certainly don’t let your ego dictate your policy.

You probably think this song is about you, don't you?

This Blog has been moved to a dedicated site called Your Hero's Journey. We're sorry for the inconvenience. Please click the link below to go to the story now :-)

http://yourherosjourney.blogspot.com/

The Value is in the Services, not in the Fees!

Value lies in the services, not in the fees!

Are you ready to step it up? Make the changes, explore the depths, learn a new skill, or face a fear? Better yet, are you finally done with the one-size-fits-all, cookie cutter blueprints for life and living? Are you ready to do it YOUR WAY??? Me too! What a relief! Like a blip on the radar I went from serving my community, to being in service to my fees. I forgot that for me, success isn’t about making more money; it’s about helping more people!  My value lies in what I have to offer, not in what I am able to charge. To all of you who saw the worth in what I offered in the past, I give you my gratitude. I thank you for your referrals, and for valuing the work we’ve done together. Now, prepare for some major rule breaking. I’m dropping my client fees. Radically. For almost half a decade I’ve received $125 per session. The gurus said do it, so I did it. Yikes! Now you’re going to get the same exact session for a fraction of that. Even better, if you choose my package of 5, you’ll save more, because what was once $125.00 is now $45.00, and the package is just $180.00. (Yep, you get a freebie) BTW…This isn’t a one shot deal, nor is there a time limit. These are my new rates. Period. Are you starting to wonder what the catch is? There are two ~ Participating in a complimentary half hour strategy session is required in order to register to ensure we’re a good fit. I can only accept 6 new clients at a time. Please don’t think of this as pressure to buy now. I’ll have a waiting list. Register when you’re ready. I’m also going to break the rule of offering only one service. Yep. I’m a rule breaker. Choose one, or choose them all. You can even give your sessions to other people. Range of Services: Family Coaching – Whatever your families shape or size, we’ll sort out the challenges based on your unique needs. I’ve years of experience with families of kids on probation so I KNOW what tough looks like, and how to make it work. Life Coaching – Stop being your own obstacle and start living the life you dream of. No matter what your situation, there IS a way! Business Coaching – We’ll design your unique business blueprint, or product, use social media to market, and I’ll teach you how to sell in a way that is actually fun :-) Client Care Systems – Keep the Clients you already have! Create TOTAL Client Loyalty that results in repeat business and word of mouth referrals. Public Speaking – Fear of public speaking? I used to be afraid to even raise my hand in class! Then I learned the secrets to successful public speaking and have had countless (seriously) of amazing opportunities and invitations to speak on radio, television, and in front of live audiences ranging from 3 to 17,000 people! SAT/ACT/GED Tutoring – Test taking strategies/tutoring that will raise ANY test score. Essay Tutoring – Whether it’s emails or essays, your words have impact. Make sure you’re making the impression that you intend. Anger Management – Learning what to do instead of raging changes everything. Recover from Childhood, Domestic Violence, Sexual Assault, and Sexual Abuse - Anyone who’s had these experiences had to learn coping skills to survive.  In our work we’ll strategize your release, both from the abuser and the memories. Thriving after Surviving! Ecopsychology – At a certain age you look around and wonder, is there more to life than this? The answer to your question is, YES! I’ve created an amazing program for you to gracefully come into alignment with who you know you’re supposed to be. Learn the language of the natural world and take your rightful place in the circle of life. Once more ~ 1.    I’ve dropped my rates from $125.00 to $45.00 2.    Package of 5 is $180 (you get a freebie) 3.    You can share your package with friends and family. Give them a session. 4.    I have room for 6 new clients. 5.    Register when you’re ready. This is NOT a onetime offer. Let’s have some fun! Call, text or email so we can get started :-) Be well, be wild, Corey Corey Hale, MA, PhD (abd) in Depth Psychology, BA Gender Studies and Political Science. Certified in Anger Management, Sexual Assault, Domestic Violence Prevention, and Victim Advocacy.  For over two decades Corey has created and facilitated workshops, trainings, coaching, and educational workshops for hugely diverse communities across the country. Her expertise ranges from workshop companies training entrepreneurs in sales and online marketing, to government agencies working with displaced and challenging populations. Her extensive education and background have given her an irresistibly unique and engaging perspective that makes doing the hard stuff fun

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You've Got... Complaints! How to Turn Unhappy Clients Into Loyal Fans

Did you know that marketing isn't only about getting clients? It's also about KEEPING them, and that means keeping them happy. That's a big key to growing your business, because not only will those clients themselves keep coming back to you for more, but they'll send their friends and colleagues as well.

Studies done by the American Management Association show that your average HAPPY client will tell 3 people about their experience with you. But your average unhappy client will spread the negative word about you to 11 other people!

I'm sure you've done this yourself. I know I have! In fact, I can name 3 companies right now that I will *never* do business with again, simply because of the way they handled my complaints. (Sometimes all I wanted was for someone to say, "I'm sorry this happened, Ms. Hale!")

A System Is Your Solution

If there are any complaints you receive on a regular basis, you need to be addressing them by putting systems into place to avoid the problems from happening in the first place. There's no way your business can grow with landmines in your path.
 
Don't rely solely on systems though! You're clients are people, so make sure you include your humanity in your response. Clients will complain. They will make your wrong when they aren't doing well. Sometimes they have a legitimate concern. Don't dismiss what they say for either reason. Always always always be their ally! (except when you can't...lol)

After years of Client Care for many different companies, I found that that by following this 5-step process you can take excellent care of even the biggest complaints and create a positive outcome.

1. Validate the customer's feelings. Acknowledge their irritation. Example: "I get you're upset, please tell me more."

2. Assure them you're going to take care of them. Let them know something will be done. Example: "I'm here to help you with this."

3. Make a "sad-glad" statement. This helps your client realize you care. Example: "I'm sorry you experienced a problem. And I'm glad you told me about it!"

4. Ask your client what will make them happy. Don't let this scare you! Customer service experts say that most often an upset client will ask for *less* than what you would have offered yourself. Example: "How can we make this better?" or "How can we make this up to you?"

5. Acknowledge that you'll do what they want, or make a counter offer. (But always try to just give them what they want! In the end, it will save you time and headaches, and avoid any bad word spreading about you.) Example: "I want to keep you as a client, and we're going to honor your request." Or, "We can't do that per our agreement, but we can... [counter offer here]."

I'd also throw in a little something else for her trouble. For example, perhaps free shipping or a bonus gift.

Adjust to Fit, and Review With Your Team

Of course you should adjust this process to fit your particular business. I suggest you take a few minutes to write up a script based on these steps, and then review it with your assistant or anyone else in your business who is in contact with your clients. Make any necessary changes, and then distribute it to your team and agree that everyone will follow it.

Have your team keep a log of each complaint that comes in, what it's about, and how it's handled. Then have a monthly meeting to review and suggest improvements.

Create a System for Following Up

What is your system for following up with clients or contacts? Do you have a system in place or are you still wondering how to go about it, or if you even should?

If you're like most people, you spend the majority of your time getting new clients, instead of taking care of the ones you already have. Maybe they said no to one of your offers, or maybe they've taken one of your courses and you figure if they want more they know where to find you. Just because they said no once doesn't mean they don't want what you've got!

The biggest fear my clients have shared with me in contacting clients is they're afraid of bothering them, of feeling like they're pressuring them to buy. This might be true, or it might be that you're missing a chance to reconnect with someone who really wants what you've got but is too busy to call.

Let me ask you a question. Have you ever had it in your head that you wanted to get in touch with someone to take their course, or to receive coaching from them, but just not gotten around to making the phone call? Maybe you needed that little nudge of reassurance that this (whatever they're offering) is your next best step to take?

Well, guess what, you're not the only one :-) Statistics tell us that you've got to get in front of someone 7 times before they buy, and maybe we think this means 7 emails or sales letters. Those help, but if you're like me, my inbox fills up daily with these types of things and it's rare that I actually get to opening all of them.

The thing to remember is, your clients already know you. They already like you. Calling them is about being in service, about offering your product or service to them as the gift it actually is. The best way to go about this is to call them, and not to offer them another service.

Here are a list of reasons to call:

1. To be curious. 
2. To connect.
3. To give them something.
4. To create consistency.

Bottom line if you want to Keep Clients for Life:

Make follow up calls a part of what you do.

How to Eat an Elephant

We love our clients. We love the work we do. We love our products and services. We aren't so in love when something doesn't work out as planned. The instinctive response is to look the other way.

Maybe we tell ourselves we aren't good at confrontation, or maybe we aren't sure what to do. We hope the situation will fix itself or just go away. Unfortunately, if it's a real issue, it's really not going away without our help. Putting off dealing with it only makes it worse. We can end up losing clients, feeling out of integrity, maybe even losing our business.

The way to Eat an Elephant? One bite at a time.

Whatever the situation is, you're going to create trust and loyalty if you go straight to your clients and tell them the truth. You might be letting them down in the short run, but in the long run they'll know they can trust you.

This goes for getting products out late due to slower production time, teleclasses missed because you forgot (it happens).

So. Open your mouth and take a bite. Tell them what happened. Do NOT blame your staff, it only makes you look bad. Let them know what they can expect in regard to what happened. Then offer them something of value to make up for your mistake. Take TOTAL responsibility.

Include Follow up Calls in your Client Care Systems.

Have you ever said yes to participating in something, then waited for the call that never came?

Too often I've heard clients tell me they don't do follow up calls because they don't want to pressure someone into doing something. They don't want to hard sell.

So don't.  Don't call as if the potential client is on the other side of a fence. Don't call with a sales pitch. Call with an offer. When we "pitch" something, we're in the act of throwing our product or service. When we make an "offer" our palm is out and they can choose to pick up our gift.

Sit with that a minute. Feel the difference. 

Then, remind them of the earlier conversation where they expressed interest, then let them talk. Listen. If they are still interested, they will let you know. Be curious, ask questions. Breathe. Be in the moment with them, not racing ahead to the sale. After really listening you'll know when it's time to let them know you're now offering the service or product they are interested in. Don't get off the phone without offering something. Even if it's another follow up call.

If you never make this call, you've let them down in the same way you've been let down by other people who failed to call you. Make this step part of everything you do with your clients, or potential clients.

It may be hard the first few times. Some people might ask you to not call back. That's okay. There are billions of people on this planet. You only need a few to say yes.

Consistency. Connection. Communication.

These are the cornerstones of keeping your clients for life. Let's break them down.

Say what you're going to do. Do what you say you're going to do. Consistently. If you can't deliver on your word, and we all know that these times happen, then you've got to Connect, and Communicate. Your clients will not only appreciate being informed, they are far more likely to remain loyal because you've given them a reason to trust you.