“No one noticed.”
“I did all the things you suggested, and a couple of customers who came in told me they didn’t even notice that anything was in need of sprucing up!”
This client’s main concern was the lack of business for how much traffic passed by each day.
Oh sure, she’d done all the things she thought would attract attention; flags, signs, even newspaper ads. But it didn’t make a difference in her business.
During our time working together (and with permission) I made suggestions about the physical appearance of the business as well as ideas for incorporating items she offered outside her regular services so she could best serve her client.
Who DID Notice?
But her comment about no one noticing the changes she made had me wondering how many potential clients were passing by without stopping because they DID notice? How many of us have checked out a business that we hadn’t given much thought about simply because we heard they were renovating or reinventing their products or services? It makes us curious.
As entrepreneurs we naturally want to do the thing we are good at – creating photographs, cutting hair, writing, designing, coaching. We become so involved with just doing our thing that we don’t see what the clients see – weedy, uncared-for flower pots outside, a cluttered reception area, dirty carpets, or a difficult-to-navigate website.
The Myth
The misconception is we best serve the client by doing what we do. Build it, and they will come.
The problem is we generally don’t know there’s a problem until we notice when a client doesn’t return, or potential clients pass us by – and we don’t know why. Most people won’t say anything. They just won’t come back, and they will comment to their friend (or friends). And you will never know.
We are human; and we rely on our senses to make decisions both consciously and unconsciously – yes, we “judge a book by its cover” – by what someone has told us, or we have experienced, by the packaging or delivery, by the message in the advertising and marketing and by the online presence and activities.
The Truth and Your Reputation
The truth is, how your business is perceived is vital to your reputation.
Perception is the complete package – it’s your customer service from the first phone call to the final delivery, from how you handle objections and problems to the message and look of your marketing, products, and packaging, and it’s about your business’ physical and virtual presence.
Your entire business must be in alignment with your ideal clients’ values and expectations. And what you expect of your clients, they expect of you. So please don’t think one area is any less or more important than another. It is all plays a part that creates your business’ reputation.
Fresh Eyes
What is the message your business is telling to clients and potential clients?
As I did with this client, and others, it’s important to periodically take a step back. Work to learn and know what you don’t know.
Look at everything with fresh eyes. Better yet, ask a good client or friend who will be completely honest, to “audit” everything. There are even companies who offer “shopping” and then offer feedback to businesses about where they can improve.
The Audit
Include in your “audit”:
- A close look at the physical presence of your business inside and out. Is it inviting or in need a change?
- What is your business’ online presence? Are your website and social media working for you? Does it invite your client to be curious enough to want to read more (or better yet, buy from you)?
- Your customer service. Every. Single. Touch point. Any time you interact with any client. From the first phone call to the final delivery.
- Most importantly, remember you and your employees are part of your business reputation. How you present yourself in your business and on personal time, both in-person through your wardrobe, actions, and words and online through social media, is just as important – sometimes most important to your business reputation.
Get them to notice!
I challenge you to Moxify your business by asking yourself – would you want to do business with your business? Take a step back, try making some changes and let me know how it helps you level up your business!
Are you looking to reach your goals for success in your business? Join the Moxie Sisterhood’s Sister Circle at www.MoxieSisterCircle.com.
Want even deeper success? Let’s chat and talk about how we can work together www.TheMoxieLady.com