Posts Tagged ‘company’

5 Tips for Solving Customer Service Issues

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We ALL make mistakes, it’s the nature of the business. But it’s how you deal with those mistakes that can make or break your company. And yes, maybe the customer was at fault or maybe the contractor or subcontractor is the one who created a huge mess, but none of that matters.

Playing the blame game will only get you in a bigger mess with your clients, so don’t start doing that. Your job is to remember the customer really is always right – or at least they need to feel like you’re going to make it right for them! Because the way you deal with mistakes is going to decide if your client is reasonable, AND how they are going to talk about you in the future…to other prospective clients! It’s that important, so always make it right.

So here are 5 things to do to get those customer service issues nipped in the bud:

1. Stop, listen, and ask questions. Yes, you have to really really really listen to them. What are they really upset about? What is the issue and how did it happen? Sometimes your customer wants to just vent and get it out of their system, so do not interrupt, do not try to give them a solution too soon. You want to let them feel like they have been heard completely and fully. If your client is more uncommunicative, you need to be the one to reach out and to get to the bottom of what the problem is. But be sure your tone of voice is caring and concerned, not like you want to interrogate them.

2. Think about things from their point of view. It’s oh-so-easy to just think your client is high-strung and way too demanding, but that won’t help anything. Think of it from their point of view. This is a lot of money for them, it’s one of the most personal places in their lives (namely their house) and they are worried about every aspect of it. They want it to be right, just like you do.

3. Apologize sincerely. You need to apologize fully and completely – don’t do any halfway or passive-aggressive apologies. People see right through those immediately. Again, you want them to feel that they are being heard and understood. If it’s your fault, take that hit and accept the blame. People really respect someone who can stand up and say “I did this and I apologize.” Too many want to hide behind someone else or just not accept that they did anything wrong. Don’t be that person. And if someone else is really to blame, the buck still stops with you. So you can say “I am so sorry this happened,” even if the contractor is the one who made the mistake. Just don’t throw anyone under the bus (especially your own team members) and don’t start pointing fingers. When emotions are high, that does not help.

4. Don’t get angry. Yes, clients can make us all mad, but we have to be the person in control in any confrontation with our clients. They are already stressed and uptight about spending money and allowing someone else to have control in their homes. So they probably aren’t going to react the way they normally would in any stressful situation that comes up. You have to be the calm, cool, and collected person, even when you want to scream. So do whatever you have to do to stay calm – count to 10, step outside for a second, think about fluffy kittens. If you get angry, it will only escalate the situation and that isn’t going to help at all.

5. Do what you have to do to make it right – and FAST. Sometimes, you’re going to have to eat the cost of that $5,000 sofa. Or you’re going to have to have someone re-hang all that wallpaper at your expense. It is what it is. But think about it this way – if you spend $5,000 now, you may have a client for life. Or at least a client who will tell others how amazing you are. So think of it as a marketing expense. Communication is KEY. Like it always is. This is the time to really over-communicate what you’re doing, how you’re doing it, and when a solution will be ready. You want the customer to really feel that you’re resolving everything as quickly, efficiently, and painlessly as possible for her. So be sure you tell her that.

And yes, I know there are some mistakes or issues that are SO big that a client may not be appeased with anything at all. But it’s still better to try to make it as right as you can. Send them a note, email them, call them – even if they’ve said they want to cut ties with you.

It’s better to have tried and let them know that you do care. Most clients will come around eventually – but you have to do the hard work to get them back into a good place.

If you follow these steps, you should be able to smooth over any bumps in the road for your customer service!

xo,

 

 

 

 

 

The Joy of Loving Your Work

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Today was an amazing day. So amazing, I forgot to post my blog this morning because I was shooting my home for an upcoming issue of Traditional Home. Days like today are the fun days. You know, the days that it feels like you’re living in your sweet spot!

And I’ve talked about my word of the year for weeks now in my 52 Weeks of Joy series. I’ve mentioned how I’m rediscovering or creating new joys in my life. It’s a daily practice. But believe me, it’s not as easy as it sounds. There are dozens of reasons every day or at least every week that can bring you down if you aren’t vigilant.

One place where it can definitely be challenging to find joy is in our work. Most of us spend more time each day at work than doing anything else. So it’s really important to our happiness and well being to make sure that our job brings us joy many more days that not.

All of us have had times when the joy of what we do is drained right out of our workdays thanks to deadlines and stress. It can be hard to get motivated enough to get out of bed when your work isn’t inspiring you. And even though I am passionate about the work I do, I can’t tell you the number of times over my 18 years in business,  when I’ve thrown my hands up in the air and said, that’s it, I QUIT! Just shut the doors, we’re done! And when we add on top of that our responsibilities at home, it can really get overwhelming.

So if you are feeling burned out, drained or overworked, or if you can’t remember the last time you felt like you were working in your “sweet spot”, then it’s time for you to commit to finding joy in your work. Sometimes the problem is that your job or industry has changed due to factors outside of your control and you may start to ask yourself why you continue to do this job everyday. And believe it or not, that’s a good thing. When anything in your life is so painful that you are motivated to make a change, that’s exactly when something amazing is going to happen!

So what steps do we take to put that joy back or maybe find it for the first time? Well as problematic as it can be to watch all those fabulous photos, amazing destinations, and incredible projects everyone is posting on social media because it makes us envious or think that we’re doing something wrong, it can also be motivating. Yes, “Comparison is the thief of joy”, but it can also light a fire under you to make your life what you dream it can be. I do turn to Instagram often for inspiration including ideas for what I want in my life especially in the way of travel with my family.

So if you’ve lost the happiness and passion you had for your business, what can you do? I have some ideas for you:

First, stop everything for 10 minutes today. I want you to turn off your phone and your email and shut your door. Then I want you to get a piece of paper and a pen, and I want you to write down why you got into this business in the first place. And do not get up until you have a reason that isn’t “I want to make money.” Because you could do ANYTHING to make money. You could probably do a lot of things that didn’t have the amount of aggravation and stress you’re feeling right now.

What was it? You need to get back to whatever the motivation was for your business, and rediscover it so you can bring back your joy!

You may also want to remember what positives you get from your business. What 2 or 3 things do you love about your business? Maybe you like the freedom of your schedule. Maybe you like not answering to a “boss.” Or maybe you like being in charge of your destiny – whatever it is, you need to write those down and remember them, too.

You know what else is really the enemy of happiness? Being overwhelmed. That’s why I wanted you to create a moment of zen, without phones or distractions, to focus on what is important to you. I wanted you to stop the “overwhelm” for just a few minutes or better yet a few minutes every day with meditation or yoga. That is definitely working for me this year!

When your to-do list seems as long as the Great Wall of China, taking that first step on the wall can seem like an enormous and almost impossible task. But that one step is everything. If you can focus on one goal, one task, just one step, it can really help you take action. Taking action, even a small one, is really motivating. It’s an accomplishment, and that can really help you keep going.

Remind yourself of any successes you have in your business too! I’m guilty of not doing this sometimes myself. We get so caught up in grinding away at everything we have to do that we forget to stop and say “Hey, I just did a BIG thing there!” Maybe you want to make a list on a white board where you can see it all the time. Or maybe you want to even set a reminder to have a glass of champagne when you get home. However you have to do it, set a routine to celebrate all of your accomplishments, your JOYS, from small ones to really big ones!

And finally, be sure you are finding inspiration for yourself. Inspiration really does lead to joy! So if you need to go to a museum, or read a book, or take a day trip somewhere, or go to the spa when you should be working so you can relax enough to be inspired, then do it! I suspect that inspiration and creativity were one of the reasons you listed for why you got into this business in the first place, so find ways to bring them back into your work life.

Here’s to us all having more days in our “sweet spot” this year!

Joyfully yours,

 

 

 

 

 

 

Why Confidence Is Critical to Business Success

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When I meet with my consulting clients to talk about challenges they’re facing in their businesses, there is one single core issue that’s at the heart of almost any problem and it may not be what you think. It’s not a financial issue. It’s not a time issue. It’s a CONFIDENCE issue.

And that lack of self-confidence keeps people from doing their best work in lieu of doing whatever work comes their way. It keeps them from reaching out to the perfect prospective client or partner to create their dream project or product. And it definitely keeps them from charging what they’re worth for their services. This confidence issue keeps them doing things because they think they “have to” instead of doing the work they want to. It holds them back from their passion and ultimately from success!

After all, how can you “sell yourself” to someone and convince them that you are the perfect person that they need to hire or partner with if you can barely recognize your own skills and specialties? How can you take the risks required to get your business to the next level if you don’t have the confidence to make the first move? And how are you going to ever find joy – with yourself and with your life – if you can’t stop worrying about what others think?

Part of getting into the confidence zone means you have to stop fearing failure. And trust me, we all struggle with this. ALL OF US…even me. It’s something you have to work on every day. I do that through meditation and celebrating my successes. But my most effective way to stay in the confidence zone is journaling, particularly keeping my gratitude journal.

To stay in the confidence zone, you also have to be willing to try new things and to take risks – even small ones. Because you will learn that even when you fall, you always get back up and usually you learned something amazing in the process. And when you try things, you won’t always fail. You will have successes too, and both the successes and the failures will give you more confidence!

Want to get on the confidence train immediately? Write down two things that will get you out of your comfort zone, either personally or professionally and then make a commitment to do those two things right now. Put them on the calendar today and take the first step.

Another big factor in low self confidence is perfectionism. We need to stop thinking we have to be perfect at everything. There is a difference in excellence and perfection. There’s nothing wrong with having high standards. But there has to be a point where we really believe we tried our best and our outcome is not only good enough, but that it’s actually great! That’s not arrogance. It’s important for happiness, joy, and fulfillment. We have to be able to be satisfied with our work. And with ourselves. Too often we won’t try something unless we believe we will do it absolutely perfectly. Well that’s just not going to happen in every situation, so get over that perfectionism and start loving your results. That’s where the good stuff is – all the fun is on the other side of perfection.

Finally, and this is probably the biggest thing you can do, you have to get rid of your negative self talk. Even if you don’t think you have an inner mean girl, check again. I pride myself on being confident and guess what? I have that negative inner voice, too.  You know the one – she’s constantly telling you that you aren’t good enough, that you don’t have what it takes, that you’re not the right weight or size, that you aren’t talented or smart enough, and that you are really not worthy of success. I have to quiet this mean girl inside me often. In fact one of my 2 resolutions for this year is loving myself more. My resolution was precisely in response to that inner critic that tells me I can only be happy when I am perfect.

That kind of thinking is the worst form of self-abuse and you have to commit to stopping it today. I am committing to that, too. I want you to write down three things – right now – that are fabulous about YOU! Then put that up somewhere where you can see it every day as a reminder. Or even better, start every morning by writing 3 new things that you love about yourself. Not loving yourself is too costly. It will keep you from your dreams and your purpose. So ask yourself, are you really willing for YOU to be the person keeping you from your best self?

Does your negative inner voice also whisper to you what others may be thinking of you? It’s a complete waste of time to worry over what others think of you or what they say about you. Often they aren’t even thinking or saying anything about you, they are too busy being a “mean girl” to themselves. Trust me on this one.

And yes I am sure there are a few out there who really do think or say negative things about you. According to Brene Brown in her fabulous book Daring Greatly, those people typically aren’t the ones “in the arena” working hard and taking risks themselves. They are just criticizing from the sidelines, too fearful to put themselves out there the way you are.  Of course I have people out there who may not like me or believe in me. We all do. And if you are leaning into your potential or taking risks to be your best, somebody is going to be intimidated or threatened by it. It may even be a lot of people and it may be people close to you like friends or family members. But my favorite saying for situations like that is that “What people think of me is none of my business!!” They are entitled to their opinions but I keep these negative thoughts at bay.  We have to remember that we are each on our own paths and we can’t let others knock us down or push us off the path or we will never become all we were meant to be!

Instead of hearing those naysayers or worse, your own negative thoughts, focus on your cheerleaders and supporters. Or even better, become your own cheerleader! It’ll help remind you of why you’re so special, unique, and fabulous every day. Because YOU ARE! Now get out there and show the world what you’ve got!

xo,

 

 

 

 

 

 

52 Weeks of Joy!

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JOY. It is the word that I selected to define 2017. And I couldn’t be more excited to be on this year-long quest for joy. But let’s be honest. The journey will be a LOT harder than it seems. Its just been 2 days since I announced my word of the year and I have already had dozens of things come up that could steal my joy, increase my stress level, knock me off track and all in less than a week! I am working hard to make sure that doesn’t happen. But that’s the thing about it, it takes focus and effort and lots and lots of practice to find JOY and keep our joy every day.

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I also love the idea of sharing JOY with others. And helping them find their JOY each week. I gave the book 52 Lists for Happiness to several of my clients and friends for the holidays, and there was a reason for that. I already knew that my Word of the Year would be JOY, and I wanted to start the year off right with a focus on happiness and joy for others and for myself!

I’m also continuing this theme right here on my blog every single week, all year long by introducing a new blog post every Thursday for 2017 called 52 Weeks of Joy. Each week I will  highlight something that’s bringing me joy right now, in the moment. And I hope you will join me in this practice.

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So for my very first post, I want to talk about the Joy of Family! Having just had my favorite Thanksgiving, Christmas and New Years Eve in all my 44 years, it was being with my family in our new house (with our new puppy) that made it so special. There is nothing in my life that has, or ever could, bring me joy like my family. They are the center of my universe, and the reason for everything I do. Too often in our lives, we get caught up in the “busyness” of life and forget to stop and appreciate what’s most important to us. I am putting a strong emphasis on giving my family my time and attention this year. It’s one thing to tell them they are important, and it’s a completely different thing to SHOW them.

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I’ve never been more thankful for my hard-working, rockstar husband! We’re almost 15 years into our marriage and we’re happier and more in love than ever. I am making a big effort to travel less for my work, so I can travel with him for his work. Scottsdale and New Orleans are just two spots in our upcoming travels together and we’re thinking of squeezing in a trip to Chicago too. I couldn’t be more grateful for the joy he brings to me and to my daughter! She is definitely a daddy’s girl. Yes this year is going to be a great one for us–especially when we jet off to Aruba for our 15th anniversary this Spring!

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The apple of my eye is my sweet little mini-me daughter who is getting closer than I want to admit to being a teenager – eek! She’s the sweetest and happiest person I know and brings joy to everyone she knows! I want to enjoy every minute with her in 2017 and the next few years because I know that the time will fly by and she’ll be leaving the nest before I can even imagine. It’s time to really appreciate her and our special times together and believe me, there will be a lot of those this year.

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If you know me at all, you know that one major source of joy in my life is my mom! She’s so important to me and my life. She’s the heart of our family and in many ways, she’s the heart of my business, too. She’s my creative muse and sounding board, and always gives me the best advice personally and professionally! I joke that she’s really the boss because I just couldn’t do what I do without her right at the center of it all. I often say if she quits, I quit.

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I’m really lucky to have so much JOY in my life from my family, including my dad, my brother and his wife, my niece and nephew, and the best in-laws a girl could ask for. These are blessings that I’m really counting in 2017 more than ever. I want to be sure that this is a year filled with appreciation, celebration, and joyful memories with these people who mean the world to me.

So what brings YOU joy? Who is at the center of your world? Let me know in the comments section below – and then let THEM know! We only have one life, and it should be filled with happiness!

Joyfully yours,

Tobi-Signature

 

 

 

 

 

3 Ways to Build Future Business

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As small business owners, sometimes we get caught up in the day-to-day running of the business and we forget to look forward and plan for the future. There are just too many things to do and not enough hours in the day. But if you’ve ever gotten a knot in your stomach when you think about your future income and where it’s going to come from, that’s where business development comes in.

We all as designers get so excited when we’re working with a current client – it’s fun and it’s making money for our business! But we tend to forget that once a project ends, the money ends, too. And we can be left with bills to pay and no income coming in. That’s why this is so important to your business. You have to look FAR into the future, past any current clients that are keeping you busy and putting money in your bank account in the short term.

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Business development is completely different from sales, though. It’s the process and strategy that you have in place to produce long-term growth and profitability. So here are my tips for getting your business development plan in place:

1.  Think quantity over quality. You want to send out hundreds and hundreds of hooks to try to catch fish, so to speak. Once they’re on land you can decide if you want to keep them or you want to throw them back. It’s the person who has many poles in the water that’s going to catch the most fish – that’s just logic. I once sent 100 emails in a month to prospective clients, asking if we could meet for lunch. And out of that outreach, I got 10 solid clients! It’s worth the effort, but you have to reach out. Your first outreach should be to your easiest targets. That would be your best former clients and prospective clients who never took the bait the first time around. So reach out to the people closest to you who may know (or may be) that great new client!

2. Look for partners. The next group to reach out to would be those businesses who have the clients that you want – it be could a realtor, builders, or maybe even luxury spa or jewelry store owners. Don’t just think about the obvious people like contractors – although they are a perfect resource for you. I want you to also think outside of the home arena. My one word of warning, though, is that you have to reach out with the idea of how YOU can help THEM. Let me say that again – how can YOU help THEM? It will never work for you if you are constantly showing up with your hand out and asking for something. Imagine how you would react to that from a prospective partner. You want to be sure there is a win-win for both of you so that you both benefit.

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3. Build relationships. Remember, none of this is meant to be a “hard sell.” A big bulk of your outreach should be emails that just check in with the person. Ask how they are, what’s going on in their lives. Send gifts that you think they will like. Ask them to lunch and do not discuss business. Why? Because you are building relationships. You are creating goodwill between the two of you, and you are looking long-term. And you are going to do this without any expectation of a payoff for you. I really mean that! You have to say to yourself that this is just the cost of doing business. That whatever you spend on gifts or materials is going to be done without getting emotional if the other person doesn’t immediately hire you or give you their entire client list!

And you have to remember that it could take a long time before you see any concrete results. You may court a client, a builder, or a partner for months, even years, before it pays off. That’s why business development is a long-term strategy, because if you make it a part of your normal work week, just sending a few emails and having a few lunches, it will bring you business in a much more consistent way!

So get off that income roller coaster! Instead enjoy smooth sailing by building business for your future!

xo,

Tobi-Signature