Latest / Limitless Living with Fredricka Davis / 090: How to Reconnect With Past Clients and Make Coming Back Easy

Transcript

090: How to Reconnect With Past Clients and Make Coming Back Easy · Limitless Living with Fredricka Davis

0:32
SPEAKER_00: I'm going to bet that there's somebody out there who's already come to you.
0:35
SPEAKER_00: They've experienced your work.
0:37
SPEAKER_00: They know how good you are.
0:38
SPEAKER_00: They really want to come back and they've been meaning to book something with you again, but they just haven't done it yet.
0:46
SPEAKER_00: Now, I'll tell you why I know this because I myself have gone into someone's business or had a service or a treatment or uh experienced another business and thought, wow, I really want to go back.
0:59
SPEAKER_00: I want to make another appointment, but you know what?
1:01
SPEAKER_00: I got to check my schedule, or I'm going away this week.
1:05
SPEAKER_00: I'll do this when I come back, or there's just a lot going on, or whatever it is.
1:10
SPEAKER_00: And I don't do it right then and there.
1:13
SPEAKER_00: I leave with every good intention of still booking.
1:16
SPEAKER_00: And then somehow the weeks go by and by.
1:20
SPEAKER_00: And then all of a sudden, I'll get a message from them and I'll think to myself, oh, yay, that's great.
1:25
SPEAKER_00: I've been meaning to do that.
1:26
SPEAKER_00: Let me do that right now.
1:28
SPEAKER_00: And when you are the business owner, it's very easy to forget that people just simply really do get busy and they need a little prompting sometimes.
1:40
SPEAKER_00: And you'll see one of your clients' names pop up, someone you haven't seen in a while, and you'll start wondering to yourself, gee, what happened?
1:48
SPEAKER_00: Was she unhappy?
1:49
SPEAKER_00: Did she go somewhere else?
1:51
SPEAKER_00: Was it the price?
1:53
SPEAKER_00: Maybe those are all valid reasons that somebody would not come back or read book, but you don't actually know.
2:01
SPEAKER_00: And we as women, we typically go into what did I do wrong very quickly.
2:05
SPEAKER_00: And while you're trying to figure out how to get a new person, a stranger, to notice your next post online, there might actually be somebody sitting there who already knows, likes, and trusts you who would welcome another invitation to come back.
2:21
SPEAKER_00: So what do you say to her?
2:23
SPEAKER_00: That's what we're going to talk about today.
2:26
SPEAKER_00: Welcome back to the Limitless Living Podcast.
2:28
SPEAKER_00: I'm Frederica Davis, your host, and this is Sustainable Success Tuesday, where we get to talk about running a business that supports you and the life that you want to live.
2:40
SPEAKER_00: Now, if you have a service-based business, especially one where relationships matter, this conversation is definitely going to be for you.
2:51
SPEAKER_00: Maybe you're a practitioner or a healer of some sorts.
2:54
SPEAKER_00: Maybe it's a coach, a consultant, or you are a stylist or a dog groomer.
3:01
SPEAKER_00: It could be many different things.
3:04
SPEAKER_00: You work with people and the experience they have with you is the biggest part of why they keep coming back to you.
3:11
SPEAKER_00: So today I want to help you reconnect with the person who hasn't maybe worked with you in a while and you want them to come back.
3:19
SPEAKER_00: We'll get into what to say, whether you need an offer or not, and what to do after you send the message.
3:26
SPEAKER_00: Because me telling you to reach out to your past clients sounds simple until you sit down to write it.
3:32
SPEAKER_00: And I know we have AI out there, and you can ask Chat GPT to write it for you.
3:37
SPEAKER_00: But unless you ask it the exact right way, it's going to sound like ChatGPT wrote it for you.
3:43
SPEAKER_00: So let's look at this, let's unpack this and figure out what you can say from the heart that will resonate with your client to make them want to book again with you and do it right away.
3:55
SPEAKER_00: Now picture this.
3:56
SPEAKER_00: You sit down and you go to write it, and then suddenly you are overthinking every single word.
4:01
SPEAKER_00: I get that, I've had that.
4:03
SPEAKER_00: It's because you care about the relationship.
4:06
SPEAKER_00: It's because you care about how you show up.
4:08
SPEAKER_00: You don't want somebody to feel like the only reason you remember them is that you have an opening to fill and you want them to come back.
4:16
SPEAKER_00: And honestly, if that's the only time you ever contact that person, that is something that's worth looking at.
4:23
SPEAKER_00: But a relevant invitation can be really just simply a thoughtful part of taking care of your client relationship.
4:31
SPEAKER_00: I've been in business for more than 40 years, really.
4:35
SPEAKER_00: The business I have now is over 34 years and several other businesses before that.
4:40
SPEAKER_00: And one thing I know for sure is that people's lives change.
4:44
SPEAKER_00: My life changes all the time.
4:45
SPEAKER_00: Your life changes all the time, and so do your clients.
4:48
SPEAKER_00: They change jobs, they have children, or they find themselves caring for parents all of a sudden, or maybe it's a big move, or they've got some health issues they're dealing with, and their budgets change, their schedules change, and so on.
5:01
SPEAKER_00: And then all of a sudden, the things that they used to do or want to do just simply get pushed to the side over and over.
5:08
SPEAKER_00: That doesn't automatically mean, though, that they stopped valuing whatever it is.
5:14
SPEAKER_00: So think about someone who used to come in, maybe they came in every month with you.
5:21
SPEAKER_00: Then they miss a month because something comes up.
5:24
SPEAKER_00: Then the next month gets busy too.
5:26
SPEAKER_00: And then eventually for them, booking again becomes one of those things that they just keep meaning to get around to, but haven't had the time or the moment to get around to it.
5:37
SPEAKER_00: Or maybe you worked with someone on a very specific project and then you finished the project, they were happy, and you both moved on.
5:46
SPEAKER_00: Now her business has changed.
5:47
SPEAKER_00: Now, her circumstances have changed.
5:49
SPEAKER_00: Maybe she doesn't need you for what she once needed you for.
5:52
SPEAKER_00: However, maybe there's another way that you can help her or him in their business, but they simply have not been able to connect the dots yet because they just don't know that.
6:01
SPEAKER_00: We as owners and as service providers can't assume somebody remembers everything we offer.
6:08
SPEAKER_00: My team and I offer a lot of things in my brick and mortar massage, wellness and beyond business.
6:15
SPEAKER_00: And I've often had a client say, Oh my gosh, I didn't know you did that.
6:20
SPEAKER_00: How long have you been doing that?
6:21
SPEAKER_00: And I've had to say, Oh, we've been doing that for 15 years.
6:24
SPEAKER_00: And that is that moment where it reminds me that, oof, I better actually educate a little bit better about this one particular service that we offer.
6:34
SPEAKER_00: It's a perfect example.
6:35
SPEAKER_00: Again, we can't assume somebody remembers everything we offer.
6:39
SPEAKER_00: They might know what they hired you for.
6:44
SPEAKER_00: They may not know what else you do now, especially if you've added something or not educated properly about it.
6:51
SPEAKER_00: And they probably haven't seen every email or post either.
6:57
SPEAKER_00: Have you ever looked at your open rates and how many get bounced?
7:00
SPEAKER_00: It's often a lot.
7:02
SPEAKER_00: And let me ask you this: are you even emailing?
7:05
SPEAKER_00: Are you capturing them?
7:06
SPEAKER_00: Are you reaching out on any kind of a regular basis for anything?
7:10
SPEAKER_00: How would they know if all you have is a website that you're hoping they'll visit?
7:15
SPEAKER_00: So before you decide that contacting the person would be bothering them, consider whether or not you have something useful to even tell them.
7:28
SPEAKER_00: That's where I want to start today.
7:31
SPEAKER_00: Not with the message, with the reason for it.
7:35
SPEAKER_00: First, I want you to choose a few people that you would genuinely like to see come back to you again.
7:40
SPEAKER_00: People you would really like to work with again.
7:43
SPEAKER_00: I have a rule in my business that I've just been doing this long enough that I really don't want to see clients that I don't want to work with.
7:50
SPEAKER_00: It's as simple as that.
7:51
SPEAKER_00: I want to see clients I like.
7:54
SPEAKER_00: I want to enjoy my interactions.
7:57
SPEAKER_00: I want to know that I am making a difference when I'm seeing a client.
8:02
SPEAKER_00: So what I want you to do is again, think about a few people that you genuinely want to work with again.
8:10
SPEAKER_00: And you don't have to start with your entire database.
8:13
SPEAKER_00: Hopefully you have one.
8:14
SPEAKER_00: You don't have to invite every single person back who's ever paid you anything or seen you for anything.
8:22
SPEAKER_00: You know the relationships that worked well.
8:25
SPEAKER_00: Start there.
8:27
SPEAKER_00: If somebody consistently treated you or your team poorly, ignored your policies, or needed something you no longer offer and simply wanted more and more and more from you unreasonably, you don't have to recreate that experience at all.
8:43
SPEAKER_00: Move on.
8:45
SPEAKER_00: But for today, I want you to choose five people.
8:48
SPEAKER_00: Now that's enough people to make this practical without turning this into another giant project that becomes overwhelming and you wind up not doing.
8:55
SPEAKER_00: Look at what each person came to you for originally.
9:00
SPEAKER_00: Was that person a regular client who gradually stopped booking?
9:04
SPEAKER_00: Or did they come once for something specific?
9:08
SPEAKER_00: Did you maybe complete a project together?
9:11
SPEAKER_00: Was there a next step that you discussed but then never got scheduled?
9:16
SPEAKER_00: The answer changes what you will say to them.
9:20
SPEAKER_00: So a person who used to get a monthly service with you needs a very different invitation from somebody who completed a coaching program with you two years ago.
9:29
SPEAKER_00: And before you reach out, check your records.
9:32
SPEAKER_00: Go back, look at the history.
9:34
SPEAKER_00: If there was an unresolved concern, you need to know that.
9:39
SPEAKER_00: If there was friction, you need to know that.
9:40
SPEAKER_00: And if you're not keeping records with your clients, start.
9:44
SPEAKER_00: Once you start building and growing a business, you just can't rely on memory all the time.
9:49
SPEAKER_00: So if there was an unresolved concern, you need to know that.
9:54
SPEAKER_00: You don't want to send a cheerful booking invitation to somebody who is still waiting for you to answer a question that maybe you dropped the ball on.
10:01
SPEAKER_00: And also make sure that you are using a way to contact that person that they have already agreed to.
10:07
SPEAKER_00: So if you have an intake form, make sure it's on there.
10:10
SPEAKER_00: Having somebody's phone number for appointment purposes does not mean you should suddenly start sending promotional texts.
10:17
SPEAKER_00: You can get into trouble for that.
10:18
SPEAKER_00: Make sure that you have their permission in writing or digital permission for that.
10:23
SPEAKER_00: Work with the relationship and the communication preferences you actually have.
10:27
SPEAKER_00: Once you've chosen those five people, pick the first person and ask yourself what would make this message worth receiving?
10:33
SPEAKER_00: Maybe you have a service that fits something she previously wanted help with.
10:37
SPEAKER_00: Maybe you've implemented a new way of booking to make scheduling.
10:42
SPEAKER_00: Maybe you've implemented a new way of booking to make scheduling even easier.
10:47
SPEAKER_00: Maybe you have a new workshop that connects to an interest that she marked down.
10:51
SPEAKER_00: Maybe the person regularly came in for one particular service and just simply needs a reminder, and that would be helpful.
10:57
SPEAKER_00: You don't need to manufacture a special occasion, but you do need to know what you're inviting the person to.
11:05
SPEAKER_00: Just checking in can be fine if you are really just checking in.
11:09
SPEAKER_00: If you're inviting that person to book, say it.
11:13
SPEAKER_00: Otherwise, they have to figure out what you mean with whatever you said.
11:18
SPEAKER_00: Now, I see this in business messages all the time.
11:20
SPEAKER_00: Let me know if you need anything.
11:22
SPEAKER_00: Now that might leave the person thinking, well, what can I come in to you for?
11:26
SPEAKER_00: What's available?
11:27
SPEAKER_00: Do I need to ask for details?
11:28
SPEAKER_00: Is there a link?
11:29
SPEAKER_00: And you left the person in a position where they have to do all the work and look it up.
11:33
SPEAKER_00: Now, if that person is busy like I am, I can tell you it's probably not going to happen.
11:37
SPEAKER_00: She may appreciate the message, but she's likely still going to do nothing with it.
11:42
SPEAKER_00: So help whoever you're sending this to.
11:44
SPEAKER_00: So here's an example for an appointment-based business.
11:48
SPEAKER_00: Hi Ann, it's Freddie from Massage Wellness and Beyond.
11:51
SPEAKER_00: It's been a while since we've seen you, and I wanted to send you our current booking information.
11:56
SPEAKER_00: If you've been meaning to schedule some time for yourself, here's the link.
12:00
SPEAKER_00: If you're unsure which service to choose, reach out.
12:03
SPEAKER_00: We're happy to help.
12:04
SPEAKER_00: And that's enough.
12:05
SPEAKER_00: You can make it more specific if you have a genuine reason to.
12:09
SPEAKER_00: If you know that the person you're reaching out to used to work with one of your particular providers, you might mention that provider schedule.
12:17
SPEAKER_00: If there's a service that they asked for and have not yet tried, you could send information on that service.
12:26
SPEAKER_00: Hey, I remember you were asking about this service.
12:28
SPEAKER_00: I wanted to send you more information.
12:30
SPEAKER_00: Here's the link.
12:31
SPEAKER_00: If you want to click the book, and if you have questions, just reach out.
12:34
SPEAKER_00: We're happy to help.
12:35
SPEAKER_00: It's that simple.
12:36
SPEAKER_00: Just make sure that what you're sending is current and accurate.
12:40
SPEAKER_00: And if you're a consultant, it might sound more like this.
12:43
SPEAKER_00: Hi Ann, when we worked together last, we focused on your client onboarding.
12:48
SPEAKER_00: If your services or team have changed since then, that process might need a little updating.
12:53
SPEAKER_00: I'm offering an onboarding review and I thought of you.
12:56
SPEAKER_00: Would you like me to send you the details?
12:59
SPEAKER_00: Now you've given her something she can answer.
13:02
SPEAKER_00: She doesn't have to figure out your whole new service menu.
13:05
SPEAKER_00: She doesn't even have to have a conversation with you.
13:08
SPEAKER_00: She can simply just hit reply and say yes.
13:11
SPEAKER_00: Notice that neither of those messages started with a discount.
13:16
SPEAKER_00: It's okay.
13:17
SPEAKER_00: You may decide to include an offer, but don't assume that lowering your price is what will bring somebody back.
13:25
SPEAKER_00: You don't know that price was actually the obstacle.
13:29
SPEAKER_00: Yes, it will be for some people, but you don't actually know that.
13:32
SPEAKER_00: It's an assumption.
13:34
SPEAKER_00: Maybe she couldn't find the time to get that appointment worked back in.
13:38
SPEAKER_00: Maybe she wasn't sure which service to book, or maybe the last experience that she had did not quite meet the expectation she was hoping for.
13:48
SPEAKER_00: A discount does not answer any of those concerns.
13:52
SPEAKER_00: Now, before you create another offer, find out whether there's a simpler problem you can solve.
13:56
SPEAKER_00: If you do use an incentive, think about it.
14:00
SPEAKER_00: What does it cost you?
14:02
SPEAKER_00: Does it fit the service?
14:04
SPEAKER_00: Will the appointments still make financial sense?
14:07
SPEAKER_00: Will the appointments still make financial sense?
14:09
SPEAKER_00: And what happens after that first visit?
14:11
SPEAKER_00: Will it train that person that they should wait for each of your next discounts?
14:18
SPEAKER_00: And they will only come to you if it's a discount.
14:21
SPEAKER_00: You don't want to put so much into getting somebody back that you've now made the work unprofitable and trained the client to look for that all the time, over and over and over, because it's a great way to have no profit and will find yourself out of business.
14:38
SPEAKER_00: I know an empty appointment can make you really anxious and you're you start thinking to yourself, okay, something has got to be better than this.
14:44
SPEAKER_00: It's better than nothing.
14:46
SPEAKER_00: Let me just put something out there, let me fill the book, boom, boom, boom, right?
14:49
SPEAKER_00: And sometimes that is true.
14:51
SPEAKER_00: But sometimes the offer creates more work without giving you enough back.
14:56
SPEAKER_00: So look at it seriously before you offer it and before you hit send.
15:01
SPEAKER_00: And don't apologize for your regular price in the message.
15:04
SPEAKER_00: I've actually seen this.
15:05
SPEAKER_00: You're offering a service, you can explain it clearly and let the person decide whether it fits.
15:10
SPEAKER_00: That's it.
15:11
SPEAKER_00: The other thing I'd watch is how much emotion you put into your invitation.
15:16
SPEAKER_00: You might be worried about the schedule, maybe you have some empty spots, or maybe you are worried about this month's bills and you need revenue.
15:24
SPEAKER_00: Those concerns are real.
15:26
SPEAKER_00: But the client needs information that helps her make a decision.
15:31
SPEAKER_00: She doesn't need to feel responsible for fixing your week.
15:34
SPEAKER_00: I have appointments available for Thursday, is a perfectly reasonable thing to say.
15:40
SPEAKER_00: So is I'm opening registration for this workshop, where it gets uncomfortable is when you keep messaging, you imply she owes you a response, or you make the relationship feel conditional on her buying something.
15:53
SPEAKER_00: Give the person you are reaching out to room.
15:57
SPEAKER_00: That includes being careful about overly familiar language.
16:02
SPEAKER_00: If you genuinely have a close relationship and would normally say, I miss seeing you, that may fit and that might be fine.
16:10
SPEAKER_00: But if you barely remember this person, use a straightforward greeting.
16:14
SPEAKER_00: You don't have to act like your best friend to be warm.
16:17
SPEAKER_00: And if you're using a template, read it before it goes out.
16:23
SPEAKER_00: Make sure the name is right.
16:24
SPEAKER_00: Make sure the service fits.
16:26
SPEAKER_00: Make sure you haven't said, I was thinking about our last conversation when you have no idea what that conversation was.
16:33
SPEAKER_00: Personal should mean relevant and honest.
16:38
SPEAKER_00: Be honest and authentic.
16:40
SPEAKER_00: Let's say you sent the message.
16:41
SPEAKER_00: What do you do now?
16:43
SPEAKER_00: If she answers with a question, answer it.
16:46
SPEAKER_00: That sounds obvious, I know, but this is where a lot of opportunities fall apart.
16:50
SPEAKER_00: It's happened for me.
16:51
SPEAKER_00: I can tell you when you're really busy, it's tough.
16:54
SPEAKER_00: Somebody replies, what would you recommend?
16:56
SPEAKER_00: You either miss the email or don't get back to her or don't get back to her timely, or you send her back just a link of the entire website for her to look at and decipher.
17:06
SPEAKER_00: She asked you a question because she needs help choosing.
17:10
SPEAKER_00: Give her some help.
17:11
SPEAKER_00: And maybe you need to ask a question, understand what she actually really wants, then point her to the right appropriate option.
17:20
SPEAKER_00: We do this at MWB all the time, on a phone call, in an email, wherever it is.
17:26
SPEAKER_00: Well, tell me what exactly your goal is with your visit, and I'm gonna steer you to the correct treatment or the correct service because I want to make sure you're getting what you need and you're leaving with the result you're looking for.
17:38
SPEAKER_00: Simple.
17:39
SPEAKER_00: Simple.
17:41
SPEAKER_00: Start thinking like that.
17:42
SPEAKER_00: Start asking questions and actually practicing, learning, and how to listen and then how to fill their need.
17:51
SPEAKER_00: If they say, I've been meaning to book, but I just can't find a time.
17:56
SPEAKER_00: See where there might be a practical solution.
17:58
SPEAKER_00: Maybe there is, maybe there isn't.
18:00
SPEAKER_00: Either way, that person should get a clear answer.
18:05
SPEAKER_00: And I will say, if you have online booking, a lot of people, even if your online booking is pretty easy, a lot of people get frustrated with online booking when they can't find what they want.
18:12
SPEAKER_00: And genuinely, maybe you are just that busy and you don't have anything open.
18:15
SPEAKER_00: But why not offer to say, hey, I know the online booking can be tricky sometimes for people.
18:20
SPEAKER_00: Acknowledge if you didn't have any luck online, let me give you a call and let me see if we can do any better.
18:26
SPEAKER_00: That way you can look at your schedule, you can decide where you can put her, you can talk to her a little more, you can have a conversation with that person, ask questions, and really know how to fill what they need and help them in a practical way.
18:37
SPEAKER_00: They will appreciate that.
18:38
SPEAKER_00: If the person says to you, money's just really tight right now, respect that.
18:43
SPEAKER_00: You do not have to immediately negotiate against yourself.
18:48
SPEAKER_00: You can say something like, I understand, keep the information whenever it works for you.
18:53
SPEAKER_00: I will be here.
18:55
SPEAKER_00: I get it, I understand.
18:57
SPEAKER_00: And if you have another option that maybe they didn't realize, let's use a practical example here.
19:04
SPEAKER_00: So I'm gonna give you two.
19:06
SPEAKER_00: So let's say you have an auto detailing business or a service business of some type.
19:11
SPEAKER_00: I'm gonna use auto detailing business because I have a client who does.
19:15
SPEAKER_00: And let's say that's the case.
19:17
SPEAKER_00: And somebody says, you know, oh, the budget's just not there to do the full detail.
19:20
SPEAKER_00: I just can't do it.
19:21
SPEAKER_00: In that moment, say, Oh, you know, I get it.
19:23
SPEAKER_00: I totally respect that.
19:25
SPEAKER_00: Just a little FYI.
19:26
SPEAKER_00: If you find that you want me to do just the interior or give you a quick spruce up, I have options for that too.
19:32
SPEAKER_00: And they'll save you on the budget.
19:34
SPEAKER_00: It might carry you over until you can do the next full detail.
19:37
SPEAKER_00: End of story.
19:38
SPEAKER_00: Let's say somebody has been booking with you for a normal 60-minute facial or a normal massage or some service type business.
19:49
SPEAKER_00: And the person says, you know what, I'm gonna have to stop doing this.
19:51
SPEAKER_00: I want to keep coming, but my budget has changed.
19:55
SPEAKER_00: I can't keep coming.
19:56
SPEAKER_00: Your answer should be, it's okay.
19:58
SPEAKER_00: I totally get it.
19:59
SPEAKER_00: I'm gonna be here for you when you're ready to come back for this.
20:02
SPEAKER_00: In the meantime, if you want to try not to lose your results or try to get a little relief here and there somewhere, then I'm gonna suggest that you come in for our express service, or I'm gonna suggest you come in for a chair massage or a half an hour massage.
20:16
SPEAKER_00: That might help with the budget, but still keep you from starting to have your shoulders up by your ears like you used to, or keep you from having that acne come back like we started out with, or whatever it is.
20:27
SPEAKER_00: You see where I'm going with this.
20:29
SPEAKER_00: You're respecting the client.
20:31
SPEAKER_00: So if you have an existing option that will genuinely fit, you need to explain it and let her know simply, respectfully, and this is not about selling.
20:43
SPEAKER_00: This is about accommodating the person and looking at finding solutions for what they might still need and want, but need help figuring out how they can do it.
20:53
SPEAKER_00: And you may actually have an existing option that genuinely fits for her new budget and her needs.
20:59
SPEAKER_00: You just need to explain it.
21:01
SPEAKER_00: But you don't necessarily need to invent some new private discount for that.
21:05
SPEAKER_00: And now, let's say you have a client who says to you, I'm working with somebody else now.
21:10
SPEAKER_00: Be gracious.
21:12
SPEAKER_00: You can appreciate the time that you worked with this person without making them feel uncomfortable about seeing somebody else now.
21:20
SPEAKER_00: And in that instance, I personally would say, Oh, I'm so glad that you are getting what you need.
21:27
SPEAKER_00: If you ever need anything from me or from our team, just let me know.
21:31
SPEAKER_00: We're still here for you, but I'm really glad you're getting what you need.
21:34
SPEAKER_00: I might even say, if you're happy with who you're going to, I would love to know who that is because every once in a while I need to refer people out because we can't accommodate them.
21:43
SPEAKER_00: If that's true for you.
21:44
SPEAKER_00: Now, what if the person tells you something went wrong?
21:47
SPEAKER_00: They didn't like this, this wasn't good enough, whatever it is.
21:52
SPEAKER_00: This is probably the response most of you worry about the most.
21:58
SPEAKER_00: And it could have been something as simple as this person couldn't get an appointment with you, or they couldn't get it fast enough, or when they wanted it.
22:06
SPEAKER_00: Maybe they felt a little rushed the last time they saw you, or like you didn't really do what they had asked for, or maybe something was not explained fully.
22:17
SPEAKER_00: Whatever the reason is, let the person on the other line finish.
22:22
SPEAKER_00: Now, before you defend whatever happened, you need to understand it and you need to acknowledge it.
22:28
SPEAKER_00: Whether you agree with it or not, you need to acknowledge it.
22:31
SPEAKER_00: Thank you for telling.
22:32
SPEAKER_00: Telling me, can you explain a little more?
22:35
SPEAKER_00: It's very important for me.
22:37
SPEAKER_00: All of the people that come to me are happy and satisfied.
22:41
SPEAKER_00: And if there's something I could have done better or would have made your experience closer to what you were hoping for, I would love to know.
22:50
SPEAKER_00: Now you don't have to make it that long.
22:51
SPEAKER_00: You can make it short and sweet, like, thank you for telling me.
22:53
SPEAKER_00: Can you explain a little more?
22:55
SPEAKER_00: This gives you somewhere to start the conversation.
23:00
SPEAKER_00: Maybe you really do need to correct something and you just didn't even realize it.
23:05
SPEAKER_00: Maybe it was a misunderstanding and it just needed to be clarified.
23:09
SPEAKER_00: Or maybe you're going to discover that what that client really wanted was an experience that you just don't provide.
23:15
SPEAKER_00: You don't know if you're busy preparing your defense instead of listening.
23:20
SPEAKER_00: And if you're talking to that person and if you promise to look into it, then do it.
23:25
SPEAKER_00: Follow through.
23:26
SPEAKER_00: A reconnection can really reveal something useful about your business, even if it doesn't lead to a booking.
23:33
SPEAKER_00: And even if what it reveals is uncomfortable.
23:36
SPEAKER_00: You might also learn that people are confused by a service name.
23:39
SPEAKER_00: I recently realized that we have a couple of services that are just a little too closely named, and I'm going to have to rename them and redo the menu, which is in the works.
23:47
SPEAKER_00: And we have such a vast menu, it's a bit of a project.
23:50
SPEAKER_00: But that's what I'm doing because that's what I learned.
23:52
SPEAKER_00: You might learn that your online scheduling is creating the problem.
23:56
SPEAKER_00: So maybe you need to change the online scheduler.
23:58
SPEAKER_00: Or, or maybe you changed a policy.
24:01
SPEAKER_00: Maybe it was in memberships or just a general policy that you have in your business, and the change was made without communicating it well.
24:08
SPEAKER_00: That's information that you can use.
24:11
SPEAKER_00: You can do better with.
24:12
SPEAKER_00: And if the person doesn't answer you at all, a reasonable follow-up is still okay.
24:19
SPEAKER_00: You don't need an entirely different pitch.
24:22
SPEAKER_00: Something like, Hi Ann, I wanted to follow up on the information I sent last week.
24:27
SPEAKER_00: If you'd like help choosing a service or finding a time that works for you, you are welcome to reply.
24:33
SPEAKER_00: Otherwise, keep the link for whenever it's useful.
24:36
SPEAKER_00: Have a great day.
24:37
SPEAKER_00: Then let it rest.
24:38
SPEAKER_00: If she's subscribed to your ordinary emails, she can continue to receive those.
24:43
SPEAKER_00: You don't have to keep pushing and pursuing her personally.
24:45
SPEAKER_00: And please use real deadlines.
24:47
SPEAKER_00: If you're offering a special, if you're offering registration for something and it closes on a Friday, say that.
24:56
SPEAKER_00: And if there are only two appointments available, you can say that.
24:59
SPEAKER_00: But don't tell somebody it's their last chance when you know you're going to send the same offer again tomorrow.
25:04
SPEAKER_00: You're working with an existing relationship.
25:07
SPEAKER_00: Be careful with the trust that you have built that's already there.
25:11
SPEAKER_00: Trust is very easy to lose and very difficult to gain.
25:14
SPEAKER_00: There's something else I want you to look at too before you send these invitations.
25:20
SPEAKER_00: What happens if somebody says yes?
25:22
SPEAKER_00: Is the booking process going to be easy for them?
25:25
SPEAKER_00: Make it as easy as possible.
25:27
SPEAKER_00: Does the link take her where she expects?
25:31
SPEAKER_00: Does your team know about the offer?
25:33
SPEAKER_00: If she calls, will the person answering understand what she's talking about?
25:38
SPEAKER_00: Check all of those things.
25:39
SPEAKER_00: You can write a terrific, wonderful, lovely message and still lose the booking because the next step became confusing.
25:47
SPEAKER_00: And think about the experience when they return.
25:50
SPEAKER_00: That person may not know your new location, or maybe you've got current policies that are different from what you used to have, or the service has changed since her last visit.
25:59
SPEAKER_00: Give them the information they need without making them hunt for it.
26:03
SPEAKER_00: If you're a coach or consultant, don't assume her circumstances are exactly what they were when you last worked together either.
26:10
SPEAKER_00: Find out where the person is now.
26:13
SPEAKER_00: That matters in a relationship-based business.
26:16
SPEAKER_00: That can matter from one appointment to the next because where somebody's at today might be different from where they were yesterday.
26:23
SPEAKER_00: You're welcoming a person back.
26:25
SPEAKER_00: You need to understand what it is that they need today because it can change.
26:30
SPEAKER_00: Then, after the service or the project or whatever it is that you've been doing with this client of yours, help them understand what comes next.
26:39
SPEAKER_00: If a future appointment makes sense, talk about it.
26:43
SPEAKER_00: Make the recommendation.
26:45
SPEAKER_00: If the work is complete, explain how they can reach you if they need additional help or what the next potential steps might be.
26:52
SPEAKER_00: For some businesses, scheduling the next visit before the client leaves is useful.
26:57
SPEAKER_00: And for others, a follow-up after the project makes more sense.
27:01
SPEAKER_00: So you kind of have to choose what works for your business.
27:04
SPEAKER_00: If you're in a service business, such as healing, service, coaching, things like that.
27:10
SPEAKER_00: Typically I find booking that next appointment before they have left this appointment works the best.
27:17
SPEAKER_00: Whatever it is that works best for you, make sure you're choosing what's going to be best for the client and it's going to fit the way that you work.
27:25
SPEAKER_00: And then make sure it actually happens.
27:27
SPEAKER_00: This is where having a small process or system in place really helps.
27:31
SPEAKER_00: It doesn't have to be complicated.
27:33
SPEAKER_00: Who is it that's going to send the message?
27:35
SPEAKER_00: Is it automated?
27:36
SPEAKER_00: Who answers the message?
27:39
SPEAKER_00: Is it automated?
27:41
SPEAKER_00: Do you get to double check it?
27:42
SPEAKER_00: Where do you record the response?
27:45
SPEAKER_00: Are you putting it in her online customer file?
27:49
SPEAKER_00: When does the follow-up happen?
27:51
SPEAKER_00: Where does that go?
27:52
SPEAKER_00: How do you get reminded of that?
27:53
SPEAKER_00: Is it automatic or is it something you need to keep track of?
27:58
SPEAKER_00: If you have a team, somebody needs to own these tasks.
28:02
SPEAKER_00: And if it's just you, put them somewhere where you will see them.
28:05
SPEAKER_00: Use an online calendar with reminders, use a paper calendar, whatever's going to work.
28:10
SPEAKER_00: Otherwise, you can have a really great conversation.
28:14
SPEAKER_00: You can intend to follow up and then forget because the day gets away from you.
28:19
SPEAKER_00: It happens, it has happened to me, and you're human.
28:24
SPEAKER_00: Things get in the way just like they do for your clients.
28:27
SPEAKER_00: So give yourself a way to keep track of these things.
28:32
SPEAKER_00: For this week, I would keep a simple record of the five people that you contact: their names, when you reached out, and what happened.
28:41
SPEAKER_00: Did they book?
28:42
SPEAKER_00: Did they ask a question?
28:44
SPEAKER_00: Did they tell you why they haven't returned?
28:46
SPEAKER_00: Did you hear nothing?
28:48
SPEAKER_00: That will help you decide what you want to do next.
28:51
SPEAKER_00: And if you find several people ask the same question, then that's probably a good indicator that you might need to make the information clearer.
28:58
SPEAKER_00: If they keep saying they can't find a suitable appointment, maybe look at your availability or provide another way for them to get the appointment.
29:04
SPEAKER_00: If nobody responds, reread the invitation before deciding the whole idea doesn't work.
29:09
SPEAKER_00: What was it relevant?
29:11
SPEAKER_00: Was it clear?
29:12
SPEAKER_00: Did you send it through an appropriate channel so it didn't get bounced into junk?
29:17
SPEAKER_00: Because you can make an adjustment.
29:19
SPEAKER_00: Five messages will not tell you everything.
29:21
SPEAKER_00: In fact, they barely scratch the surface, but they can start a few different conversations to help show you something that maybe you've been missing.
29:30
SPEAKER_00: And once you have a process that works, give it a place in your business.
29:35
SPEAKER_00: You shouldn't have to remember to reconnect only when you're worried about next week's calendar.
29:41
SPEAKER_00: Depending on your service, it's a good idea to regularly review your clients who have not booked within their usual patterns.
29:48
SPEAKER_00: For project work, you could simply schedule a check-in at a sensible point after completion and make that part of the process.
29:56
SPEAKER_00: And honestly, there's not necessarily a single time frame that fits every business.
30:01
SPEAKER_00: A monthly service and an annual consultation are different.
30:04
SPEAKER_00: Use what makes sense for your work.
30:07
SPEAKER_00: I want you to leave this episode with something that you can actually do, something that potentially can move the needle for you, maybe even increase your profits pretty quickly.
30:17
SPEAKER_00: So choose five past clients you would welcome back.
30:20
SPEAKER_00: Look at what you know about each of them, each of the relationships.
30:24
SPEAKER_00: Write an invitation that gives that person a relevant reason to consider working with you again and include an easy next step.
30:32
SPEAKER_00: Then send it and keep track of what happens.
30:35
SPEAKER_00: You can do this without launching a campaign or rebuilding your whole website too, or learning another piece of software.
30:41
SPEAKER_00: This is very quick, very simple, very easy.
30:44
SPEAKER_00: Should not be overwhelming.
30:46
SPEAKER_00: Start with a conversation you have a good reason to have.
30:49
SPEAKER_00: And if you're hesitating, then I want you to ask yourself, why are you hesitating?
30:53
SPEAKER_00: Are you worried about bothering them?
30:56
SPEAKER_00: Are you unsure of what to offer?
30:59
SPEAKER_00: Or are you afraid they'll tell you something that they weren't happy with and that you just don't want to hear?
31:04
SPEAKER_00: Those are different concerns.
31:06
SPEAKER_00: You can write a very respectful message, you can clarify the invitation, and you can handle an honest answer.
31:12
SPEAKER_00: You've already done the work of building a relationship with this person, even if it was only once.
31:17
SPEAKER_00: It deserves a little attention.
31:20
SPEAKER_00: And here's the reflection question for this week.
31:23
SPEAKER_00: Who has already had a good experience with my business, but has not heard from me in a way that is relevant to them now?
31:32
SPEAKER_00: There may be a name that comes to mind immediately.
31:35
SPEAKER_00: Write it down.
31:36
SPEAKER_00: Before you get busy with something else, write it down.
31:39
SPEAKER_00: And if you try this, I would absolutely love to hear what happens.
31:43
SPEAKER_00: Come on into my limitless living for women who are becoming Facebook group and tell me.
31:48
SPEAKER_00: Or shoot me an email and tell me.
31:51
SPEAKER_00: Did somebody say I've been meaning to book?
31:53
SPEAKER_00: Did you discover a bottleneck, a problem, or an obstacle that maybe you can fix?
31:58
SPEAKER_00: And all those experiences you have can potentially help another business owner who's wondering what to say.
32:03
SPEAKER_00: Before we finish, if you're local, I want to invite you to the midlife reset experience this Saturday, October 17th at Massage Wellness Beyond and Land Sale.
32:12
SPEAKER_00: If you've been giving a lot of attention to your business and everything else that needs you, this is going to be the day for you to give a little attention to yourself.
32:19
SPEAKER_00: You'll look at what's working in your life, what needs to change, and what you can realistically put into place over the next 30 days.
32:27
SPEAKER_00: There will be guided reflection, breath work, movement, and time to develop your own plan.
32:32
SPEAKER_00: You find all the details at fredericadavis.com under the experiences tab.
32:37
SPEAKER_00: The website will be in the show notes.
32:40
SPEAKER_00: You can also join the group from there.
32:42
SPEAKER_00: If you if you know a service business owner who would find today's conversation useful, please share this episode with her.
32:48
SPEAKER_00: And if you haven't already left a reading or review, I would really appreciate it.
32:52
SPEAKER_00: It helps other people find the show.
32:53
SPEAKER_00: Thanks for spending time with me today.
32:55
SPEAKER_00: I really hope this episode makes the first message a little easier for you to write.
32:59
SPEAKER_00: Until next time, be rooted, be resilient, and be limitless.