Day 5: Red Carpet Rollout

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Welcome to Day 5!: How to create a loyalty network that keeps your company profitable and your clients/customers singing your praises! 

Check you out! We’re almost there. 2 More days. How are you feeling? Has this been eye opening? Are you feeling like you’re leveling up/stretching? I hope so. 

Now this day should be a little fun. It’s about customer service. This is something I am EXTREMELY Passionate about because word of mouth is the best/worst advertising for your business depending on someone’s experience right? 

I mean a business can be on top of everything  and be totally ruined by a string of issues with customer service or simply being called out on social media for handling things in a dismissive or inconsiderate way (hello Airlines). So for you, I want to give you the specific strategy I use with clients to combat this. 

Let’s get started. 

Today’s LEVEL UP Coaching  

Ah customer service. Now, we’ve all had an experience with customer service right? Regardless of where you go, there’s going to be someone who’s assisting and guiding you through the process of interacting with a company. 

I’m highly passionate about this topic because I come from a customer service background and I have also seen what a powerful and good reputation can do for your business. 

I celebrate the fact that I have clients I’ve worked with over 10 years who keep coming back to work with me over and over. I am so grateful for that. I also know they can feel how important customer service is to me and my business. I want them to feel like we care about them, because we do. 

My clients are the same. I often speak to them about first (and repeat) impressions and I want you to think about that today.  In Unbreakable we go into more detail about how to build a stellar red carpet experience that will bring you non-stop business For now let’s do an approachable exercise. 

I want you to pause a moment and think about the greatest experience you’ve ever had with a company. 

Maybe you had an issue they resolved right away. 

Maybe the reps were really friendly and went above and beyond to ensure you had a great interaction. 

Maybe you received some treats or gifts after working with a company you weren’t expecting. 

Either way, I want you to choose one experience and think about what made it special. 

Why did you remember it? What was the feeling you had after working with that company? Did you want to come back? Did you tell your friends about how great it was? 

Now, I don’t want you to think of “nice” experiences or “Okay” experiences. I want you to think of an experience you had that far exceeded your expectations. Something that made you go “Wow”! You’ll need this in your homework. 

On the contrary, we’ve also had some bad/lackluster and horrible experiences too. I know you know what I’m talking about. 

To keep it 100, you probably can access those experiences in your head much easier than the stellar ones huh? LOL. 

Choose one situation or company you’ve engaged with and think about what happened. 

Was the agent rude? Did they not resolve the issue? 

Were they just non-responsive or took too long to reply? 

Even worse, was the agent un-knowledgeable on how the company works or where to start with resolving the issue? Did you feel unheard or uncared for? 

Regardless, I’m sure you never want to interact with them again right? You probably didn’t tell your friends about them besides venting about the poor treatment right? 

Yeah, bad service and communication in any industry can be a business killer. I’m sure you don’t want to be THAT business. For now I just want you to assess what happened and what turned you away from that company. 

It could be travel services, a clothing store, an essential service like electricity, the hospitality industry, a credit card service…anything. 

Your LEVEL UP Homework

• You have those two experiences in your head that you can reference (the good and the ugly). Now I want you to take each one and write on the worksheet (or journal) about the experience. 
• Then I want you to write in the third box WHAT will you take from each experience and add into your customer service experience with your company. 
• Next, I want you to write out the words that you want your client/customer to feel after interacting with your business. Could be anything - cherished, appreciated, impressed, cared for. Anything. 

This is the start of your customer service standard. After you write out your decisions on what you’ll implement, I want you to take one step in implementing this today. Yes, today. 

So for example, maybe you have an issue with getting back to clients if they need to reschedule their appointments with you. You wish that you could automate that experience so your clients can have the ease of scheduling without having to wait for you to get back to them. Ok, this is your opportunity. Set up your scheduling today and check that off the list. 

This is a challenge right? Okay…time to take an action that you’ve been avoiding. You’ll be proud you did it. 

IRL Example:  I patronized a business owner who owns a clothing company. Her site said that all her items were made to order and would ship in 14 days from the date you placed your order (very good to manage expectations). Awesome. I placed an order. 

A month went by and I still hadn’t received my order. Then 6 weeks. Finally,  I emailed her service inbox and politely asked if I could get a status on when my order would ship. I provided her with the confirmation and asked if someone could reach out to me and let me know. 

After 10 days, I received a confirmation that my order shipped and she refunded my shipping amount of $7.95. 

No email. 

No reply. 

No accountability that she was outside of her policy. 

No acknowledgement that I’d contacted her at all. The only way I knew she received the email is because of the refunded shipping. 

While I appreciated the refund, it would have been better if she or a team member would have connected with me, took accountability, and THEN made an attempt to rectify the issue or provide a courtesy refund vs what she did over 8 weeks later. While there can be many reasons for a delay, you never want your customers to feel unheard or like you don’t care about their concerns. The money wasn’t the issue. Needless to say, I had to use another dress for my photoshoot and I never patronized her company again. 

These are the types of things you want to avoid as a business owner. 

Your customers are the lifeblood of your business and they don’t have to spend money with you. 

You are not entitled to anyone’s funds.

Now, we are not talking about irate, irrational, rude customers. We are focusing on who your ideal customers/clients are and how you can treat them like you rolled out a red carpet for them. 

If you create a positive experience of engagement many people will come back and bring friends which increases the longevity of your company. That’s what you’re here for…right? Legacy Building. 

IG CHALLENGE: To win the spot in Unbreakable! 

• Post a reflection on IG about today’s homework to your Stories with caption “Day 5”  
• Tag me (@jwilliamsesq) in your homework story and use the hashtag: #levelupchallenge

If you complete the entire challenge you will be entered to win a spot in my brand NEW Business Program “Unbreakable” Check out all the details here. 

I hope that you came to some realizations around how you want your company to engage with your clientele. I can’t stress enough how important this is to your brand. 

Now tomorrow we’re going to dive deeper into the more spiritual side of running your business. I hope tomorrow will be a  positive experience for you.

See you tomorrow.

Cheers to your Empire, 

Jo-Ná 

P.S. Also, if you’re ready to join Unbreakable, then let’s go for it. We start April 11th! Check out all the information and sign up here. Use the code: LEVELUP for $500 off by March 24th. 

Day 5: Red Carpet Rollout Worksheet