When the subject of solo business owners and customer service comes up in biz conversation, people (understandably) tend to get nervous.
Running all the aspects of a business is daunting: there's licenses, and bookkeeping, and taxes, and proposals, and websites, and marketing, and packaging, and affiliates, and creating and/or providing the actual services and products, and, and, and. (You know all too well how it is.)
How in the WORLD does a solo biz owner fit heroic customer service into that whole mess?
Do you have to respond to every email within 10 minutes?
Do you have to devote your weekends to every "urgent" client text that comes your way?
Do you have to stay up until 2 a.m. slogging through last minute "minor" modification requests?
Do you have to be "on" ALL of the time?
Today in the first feature in the new Olyvia interview series on customer happiness, (the totally amazing) social media consultant and coach Julia Jornsay-Silverberg talks about precisely this. Plus, she's sharing how she serves people through free coaching calls, a communication mistake she learned from early on, and how a story of Pythagoras inspires her to go above and beyond with people in her business.
If there's one thing that applies to all of us hardworking, persevering, only-slightly-insane business owners who deal with clients and customers on a daily basis, it's most certainly this:
We all need inspiration.
An intoxicating dose of it.
We need her in order to fend off the lurking boogeyman all biz owners fear in their deepest bones (you may have heard of him -- he goes by Burnout).
We need her in order to improve.
We need her so that we can deliver our best.
(Which is recognized by all to be The Business Without Excuses, Grumbling, or Customer-Shaming.)
I know just how desperately we need inspiration because I need it, too. Without it I get tired. Maybe even a bit lazy.
You feel me, don't you?
It's why in this post today I'm specifically sharing with you those motivational customer service quotes that inspire me in my own business. (You know how I feel about customer service and being delightful online; it's something I strive for personally and believe in...
When I was a Journalism major back in college, I did something unspeakable.
I decided I wanted to work in the White House.
(I blame it all on Allison Janney and The West Wing. She made political work look like an irresistible adventure.)
This slight detour in my education landed me a coveted internship for one of the U.S. Senators for my state. Among a collection of rather mundane duties (checking the mail, collecting press clippings, gossiping with the chief of staff's assistant), I was responsible for one extraordinary thing:
Responding to hundreds of constituent letters.
In the Senator's name.
How did I do this? I could put a sentence together as well as anybody (or so I thought), but something as significant as a politician's official correspondence would not be left to chance.
These letters also had to be written quickly; there was no time to agonize over tone, massage adjectives, and then recruit a higher-up to edit for accuracy + political correctness.
The trick? A script database. A big one.
Delight: The Digital Biz Owner’s Guide To Creating A Pro Client + Customer Service Plan (A Workbook)
A long time ago (32 weeks, to be exact) in places far away (that would be Twitter, Instagram, + Facebook), I posed a question.
It went a little like this:
After a lot of studious tallying by candlelight into the wee hours of the morning (not really), the answer was resoundingly clear.
"Create #2!" the masses cried.
It was a happy day, as you might imagine. (Oh, if all our future business plans could be so obvious.) But today? Oh today, my friends, is even happier.
That's because Delight: The Digital Biz Owner's Guide To Creating A Pro Client + Customer Service Plan is finally here. (And I can't wait for you to see it.)
What are the details of this one-of-a-kind workbook? Let me show you:
You've figured it out by now.
If you want to be successful (read: get followers + make money to pay your bills) in business online, it's not enough to simply have a website.
It's not enough to simply put up some services or products.
It's not enough to simply post on some social media accounts.
You can have ALL those things -- and still barely get noticed.
And while you no doubt get that, it's still frustrating. That's because while you know that it does take more, chances are that you're simply not sure what that "more" is.
Does it take gobs of money? Friends in high places? A whiz partner helping in the background?! Or maybe $20,000 worth of e-courses + masterminds?!?!
Let's all take a collective cleansing breath, because I'm happy to tell you that NO: it does not require a single one of the above.
(If I can be a little bit personal with you guys here, I'll tell you that I myself had none of those things that I just listed when I started Olyvia.co. The truth is, I had just left my destructive marriage, was living alone and on food stamps + Medicaid with three young children I had to care for full-time, had absolutely ZERO business connections because I had been a stay-at-home-mom for the past seven years [blogging + doing mostly free freelancing in my spare time], and could not afford to buy a single e-course or mastermind "opportunity.")
What it takes, more than anything, is to make the right impression.
In part 1 of the #heroicbrand series, I taught you all about making an impression through relationships. In part 2, you learned to build a reputation for yourself via the quality of content you put out into the world. Today, in part 3, we're going to take it a step further: You're going to learn the 50 exact...
The best way I know how to share what I'm about to share with you about building a business on the interwebs is to start off with a little story-slash-confession. I promise, pinkie-swear, and cross my heart not to be boring.
Before I launched the Olyvia brand, I spent my time reading.
By my estimations, I read about 157 gazillion articles on business marketing strategies on a daily freaking basis in the months leading up to my website going live.
You see, even though I had experience in growing communities online -- launching + promoting around a half dozen blogs over the previous 10 years, advising non-profits on social media marketing, informally assisting my friends who owned small businesses, and other rather unremarkable things -- the truth is this:
I was certain that anything I knew would prove to be woefully, shamefully inadequate. Oh yeah: and I would fail.
In my mind there simply had to be the Holy Grail of marketing strategies out there that would guarantee my entrance into biz blogging heaven. I just needed to find it behind some internet guru's squeeze page.
(Don't even ask how many newsletters I signed up for in my quest for marketing enlightenment. #likewhoa)
sales pitch after sales pitch errr, I mean webinar after webinar, all I found at the end of the rainbow were $2000 courses I couldn't afford -- and didn't trust enough to buy even if I could.
So, alas, the day came when I finally could do nothing more than push Olyvia.co into being. I hoped (and ohhh it was a desperate hope, I might add) that what I knew from my past online experiences -- in point of fact, what I had built my entire brand around -- would be enough to get me started.
What was my so-called strategy?
Only this: ...