Podcast: Episode 4, Is Traditional Client Service Dead In An Online World?

Has the Internet and Social Media rendered traditional client service or customer service dead?

I’m talking about—a client walks into your business, you sell them something, they pay, and then you keep in touch to earn the next sale.

In today’s Social world, things are different.  Clients have access to all kinds of information about your business including how you talk to clients through your Facebook and Instagram accounts.  In fact, prospective clients have probably already formed expectations about how they’ll be treated before they even step foot into your business.  Or don’t even give you a second look after they do their research!

But while technology has changed the way we approach client service, there are some things that apps and the Internet can’t replace—things like greeting clients by name, smiling, and writing thank you notes.  These traditional, (eek, old fashioned!) practices can go a long way in distinguishing your client experience from your competitors’.

Join the conversation about how to excel at client service in our fast-paced inter-connected business world and listen to the latest She’s On Her Toes podcast here.

To help you create the best client service and client experience in your own business, I’ve   compiled a list of my favorite business books on the subject …

The Membership Economy: Find Your Super Users, Master the Forever Transaction, and Build Recurring Revenue ($16.83): If you own a fitness studio, or any membership-based business, buy this book … now!  If you don’t current offer membership options at your business, buy this book … now!  Creating “members” rather than clients is important when thinking about the “customer for life” concept.  My copy of this book is marked up, dog-eared, and well-read.  I keep going back to it all the time when building my business.

Never Lose A Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days ($20.80): One of the questions this book poses is “How big would your company be if you still did business with every customer you ever worked with in the past?”  Holy sh$t.  Um yeah.  Customer retention is the single most important thing your business needs to focus on, yet we often spend the majority of our time and money on client acquisition instead.  Author, Joey Coleman discusses how you have 100 days to keep a customer for life and the 8 phases of this timeline.  The book walks you through all 8 phases and shows you how to implement them in your own business.  Pure gold.

She's On Her Toes Never Lose A Customer

Think and Grow Rich for Women ($14.66):  I really enjoyed hearing Sharon Lechter speak and her book was just as insightful.  When Napoleon Hill wrote Think and Grow Rich in 1937, he included 13 Steps to Success—but at that time all the major business minds and heads of companies were men.  Sharon goes through each of the 13 Steps and applies them to the lives of modern women.  Sharon’s message is that as women in business, we either sell or we serve.  As in taking the time to understand our clients and serve them to the best that we can using the best means that we can help them out.  I love her concept of living “one big life” instead of trying to find the elusive “work-life balance” that never quite seems attainable.  A must-read!

I’ve used teachings from all three of these books and incorporated them into the client service and client experience at my studios.  I’d love to hear if they bring you value as well.  Email at [email protected] or comment below to share.

Listen to the She’s On Her Toes Podcast on iTunes and Apple Podcasts here.

Podcast: Episode 3, How to Achieve Work/Health Balance

We continue our conversation revealing our tips, tricks, and hacks to get the most out of your time each day.  Time management isn’t a sexy topic, but managing your time effectively can make the difference between living an amazing life and running yourself ragged. In Episode 3 of the podcast, we talk about how we each achieve work/health balance.

She's On Her Toes Podcast Work:Health Balance

Emily, Christina and I talk about how to achieve work/health balance including our favorite ways to eat healthy and save time preparing food.  We’ll also discuss some more controversial time-savers including not getting coffee from Starbucks and not watching TV.  The horror!  But the overall message of this podcast is … spend your time away from work with intent.

One of the unique things about working in the business of fitness, is that you are literally working yourself to exhaustion every day.  So, it’s really important to refuel and refresh in our time away from the studio … and these things can be really time consuming.

But …

We put a lot of time and effort towards our careers and advancement in our jobs.  What if we put the same amount of effort into our health and personal time with friends and family?!   #breakthroughmoment

And to help you use the information shared immediately, we’ve got a great freebie download for you—don’t worry about trying to remember all these hacks and writing them down.  We’ve compiled the complete list that you can download for free by clicking here.

Click here for the free show notes to Episode 3! 

Where can you listen?  You can find She’s On Her Toes on iTunes and Apple Podcasts … we should be up on Google Play and Spotify soon.

Click here to listen to She’s On Her Toes Podcast on iTunes and Apple Podcasts.

Podcast: Episode 2, How Do We Get It All Done In Business and In Life?

It takes quite a few skills to run these 2 fitness studios—overall management, organization, systems, teaching, marketing, sales … the list goes on.  Since there are only 24 hours in the day and frankly, we’re not aspiring to work all 24 of them, we’ve each developed some great hacks to fit what’s most important into our busy days.

For those of you who’ve always wondered, “How do we get it all done?” you’ll want listen to this week’s podcast where we reveal our top time management tips, tricks, and hacks.  Time management is super unsexy, but it’s important and separates those finding success from the rest of the group.

And we’ve got a great freebie download for you—don’t worry about trying to remember all these hacks and writing them down.  We’ve compiled the complete list that you can download for free by clicking here.

Click here for the free show notes to Episode 2!

Check out the podcast on iTunes and Apple Podcasts here.  Please subscribe and leave a review–it’s a huge help to us!

My Favorite Beauty Finds at Whole Foods … And Pics of My Updated Bathroom

I’m not sure what it says about me that in my new house, I’ve managed to only pull together my office (check out that post here) and now my bathroom.  Still living with minimal furniture in all the other rooms! #nojudgement

I’m really excited about how the bathroom has turned out.  I mean, it was pretty spectacular before I moved in.  True story … after I signed the papers and got the keys, I promptly drove myself over to the house with a towel and soap to take a shower.

She's On Her Toes Shower Scents

But after several trips to IKEA to find a desk and shelves for the office, I was ready to stay local for the few things I needed to update the bathroom.

Since the tub is the focal point of the room, I worked to get a few accessories to make it even more special.  Love this column I found at a local antiques store.

She's On Her Toes Plant.JPG

 

Maybe it’s not a big surprise, but I can’t sit still for very long.  I got this tub caddy with the book/iPad stand so I my tub time lasts longer than an exhale of boredom.

She's On Her Toes Tub
Someone’s posing!

On a trip to Whole Foods, I found a few great beauty finds to maximize my tub experience.

Dr. Bronner’s Shaving Gel, Lavender—The smell!  Sometimes in the winter, my skin gets really dry, so this shaving gel was great to moisturize and condition too.  But, I can’t get enough of the amazingly strong lavender smell.  Would it be wrong to just flip the cap and catch a whiff every now and then?

She's On Her Toes Dr. Bronner's

Nugg Charcoal Skin Detox Face Mask—This mask was great for clearing up some blackheads that were forming on my T-Zone.  Sorry … too gross?  After rinsing, my skin felt smooth and clean.

She's On Her Toes Nugg Face Mask

Everyone Geranium and Sweet Orange Bubble Bath—I only care about two qualities in bubble bath … lots of foamy bubbles and a nice pleasant smell.  This great choice from Everyone checks both of those boxes.

Check out my favorite beauty products from Trader Joe’s here in a previous post.

I’m most excited about this print I found at the Sawtooth School for Visual Art in Winston-Salem.  The artist, Emily Drew Mash (check out her website here), had an exhibition and I just couldn’t get this piece out of my head.  I love that I got to support a local artist, have something I enjoy and is unique.

She's On Her Toes Bathroom

 

What do you think?  Recovery time from working out and working hard is important.  I’m always happy to come home to this bathroom retreat.  I just have to watch Harper, because she’s always looking to jump in the tub before I can!

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Harper literally jumps in and swims!

 

She’s On Her Toes Is Now A Podcast!

Drumroll please!  She’s On Her Toes is now a podcast!  That’s right … you can now listen to the blog while you’re on the go.

Why a podcast?  Since this blog is all about how I’m running my business with the help of my amazing team, it just seemed a little flat to only share these experiences from my perspective.  In the podcast, I’ll be joined by my managers, Emily and Christina, and we’ll be discussing how we work together to keep Pure Barre Winston-Salem and Pure Barre Clemmons going each and every day.  I also got a lot of feedback that as busy business owners, it can be difficult to fit in regular reading time.  So, it just seemed like having a podcast would be a better format for the She’s On Her Toes community.

In our first episode, Do We Take Enough Risks?  Are We Turning Our Backs on Bravery?, we discuss whether taking risks gets a bad rap.  Risk … it’s kind of a dirty word. Risk is bad. When we look up the definition of risk, we find “a situation involving exposure to danger.” But is taking a risk really that dangerous? As business owners, we take risks every day. It was a risk to dream of working for ourselves. It was a risk to quit our corporate jobs. It was a risk to open our businesses. Expanding is risky. Hiring employees is risky. Offering a new promotion is risky. In business, life, fitness, just about everything is a risk!

In our inaugural episode of She’s On Her Toes podcast, we’re going to talk about risk, whether women actively seek to avoid taking risks, and how that might have a negative impact on reaching our goals in business and in fitness.

She's On Her Toes Podcast

Click here to subscribe to the She’s On Her Toes Podcast

Where can you listen?  You can find She’s On Her Toes on iTunes and Apple Podcasts … we should be up on Google Play and Spotify soon.

Listen to She’s On Her Toes Podcast on iTunes and Apple Podcasts

I can’t wait to have you listen and let us know what you think!  Please subscribe to the podcast.  We’ll have a new episode available every Tuesday morning at 5:00 AM.  And please take the time to go back and give us a review—it’s really important to help other people find the podcast.  Thanks y’all!