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Customer Loyalty: What Do Your Customers Really Care About?


Do you know what your customers value the most about your product/service?  Many business owners assume it’s quality, great customer service, or price.

But if you were to ask current clients, their answers may surprise you. Sometimes personal concerns play an important role in buyer’s choices.

Recognizing the full range of both rational and emotional factors behind client purchases and tailoring your communications accordingly, is just as essential to client retention as it is to gaining new clients.

Today’s criteria of  affordability, met expectations, and great service is standard for doing business.

Savvy BOSS LADIES include surveys in their customer support process to know what clients value.

How well are you retaining your clients?

Many entrepreneurs assume 50% client retention rate is great. It’s a good start but you should want more customers to stick around.  Keeping as many clients as possible reduces the time and resources it takes to gain new customers.  An ideal client retention rate of 80% is a target you should aim for.

If you’re not at the 80% mark, focusing your attention on keeping customers would be the easiest and smartest way to grow your business.

Are you nurturing your clients as prospects?

Now tell me this: Who is more likely to purchase high ticket offers—new buyers or existing buyers?

That’s a no-brainer.

If you see your existing buyers also as prospective buyers, and include them to the maximum degree, you will significantly improve the percentage of new business that results.

We often miss this clear and simple, direct route to improving our businesses because we don’t see existing buyers as prospective buyers, only as “past” buyers.

This is absurd and risky.

Making sure clustomers are aware of all the services we provide opens the door for new business. Addressing their individual values such as personal growth, reduced anxiety, and reputation solidifies customer loyalty.

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Intuition:Optimize YOUR Brain Power Part 2

As a child, relying on my intuition was second nature. The sun was my watch, I knew what mood my mother was in by the sound of her footsteps, and could smell the rain before it came.

Yet as I grew older, I relied on it less and less.  I educated my intuition away.

Now, as I stare my forties in the eye, it has become a priority to reclaim that powerful relationship with myself I had as a child.

How can I return to the awareness I once had?

First I must understand what I’m reclaiming.

How do you define intuition?

You might define intuition as a gut feeling, or leading with your heart, but it’s much more than that.

Ancient Polynesian navigators were able to map most of the Pacific Ocean without the use of  tools.  They used all five senses to gain knowledge of the waves, clouds and stars. The navigators were able to read the state of the ocean and traveled hundreds of miles on small canoes without getting lost.

Polynesians aren’t the only people to achieve extraordinary accomplishments without the use of tools or technology.  Yet their story reveals 2 fundamental truths:

  1. How we relate to the world builds intuition.
  2. Intuition is an experiential intelligence.

More than 95% of your brain doesn’t use language.  It relies on data collected from your 5 senses. All that information is translated into language and emotions for us to plan and take action. In other words, the majority of our brain is used to relate and understand the world while less than 5% is used to manipulate it.

Yet, we spend the majority of our bran power to manipulate our world.

No wonder we are overstressed, burned out, and in a hurry.

If you want to use more of your brain power, strengthening your intuition is the answer.

How can you become more intuitive?

Building intuition requires being fully aware of your environment and self awareness. Here are 4 daily exercises to improve your 6th sense.

  1. Reflect on your emotional state. Understanding what triggers certain emotions will help to improve self awareness, control reactions, and become more proactive.
  2. Breath deeper. It may sound too simple to be true, but most people take shallow breathes. Breathing deeper will give the body more oxygen, keeping you calm, and relaxed. This will make it much easier to slow down, be observant and notice patterns.
  3. Take in your surroundings. What does it smell, touch, taste, sound, look, feel like today? Asking yourself these questions daily will help you become in tune with yourself, and your environment. Once it becomes a habit, you’ll notice patterns will start to emerge and you’ll be able to tell if something’s off.
  4. Go for a walk. Fresh air does the mind good. Experience beauty of nature and slow down.

Intuition is an internal compass that help us make sense of the world.  It grounds us, keep us safe, and bonds us to each other.  Strengthen your intuition and watch a new world unfold before you!

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How to Prevent Clients From Having Buyer’s Remorse

Have you ever had buyer’s remorse?

You know, that sinking feeling of regret after a purchase.

I’ve experienced buyer’s remorse plenty of times and still do from time to time.

That feeling of regret is a red flag signaling you’ve over spent, there’s a lack of value, or little to no trust of the product/service will meet expectations.

As a business owner, buyer’s remorse can be the kiss of death for your business.

Often times, customers hold the business responsible for their negative feelings and this can lead to no repeat business, and bad reviews.

Although buyer’s remorse can be the result of the consumer’s actions or emotional triggers, the business can suffer the backlash.

Take my old man, Ryan and his recent car purchase for instance. Old Betsy, his 12 year old Kia Optima, has been on her last leg for a while. A week ago we found out she needed over $2,000 of repairs.
Instead of sinking more money into fixing Betsy, he decided to get a new-to-you car.

After all was said and done, he paid $100 more in monthly payments for a 4 year old Honda and they gave him less than $500 for Betsy. In addition, his car insurance increased $40 dollars.
Don’t get me wrong, the Honda is a sweet, sleek, sexy thang. It drives better than Old Betsy, it’s safer, and has the latest tech features.

So is the Honda worth the extra $140.00 in monthly payments? Was it what Ryan intended on buying? Was he treated fairly?

All of these questions invaded my mind when Ryan brought the car home.
I wasn’t there when the wheeling and dealing went down and Ryan’s starting to display buyer’s remorse behaviors.

Clearly he went over budget and that’s the core reason he’s feeling regretful.

So what is he doing about it?
For starters, Ryan’s renegotiating his insurance plan.  If it isn’t reduced, he‘ll search for a new insurance provider.
Secondly, he’s driving in silence to listen for any unusual sounds in case there’s a slight chance he could return the Honda.

That’s pretty much it.

If you’re wondering if my old man will make a second purchase from the dealership or refer someone, probably not.

He’s more likely to give a negative review than refer someone and doesn’t even remember the salesperson’s name he worked with.

Ryan’s scenario is so common in business that many entrepreneurs either try to avoid doing business with the “Ryans” in the world or cut ties from them after the purchase. Very few business owners would attempt to satisfy a remorseful customer.

Yet wise BOSS LADIES know customers like my old man have advocate potential. With a few tweaks in customer experience and support, clients like Ryan could be raving fans.

What can you do to avoid buyers remorse & build customer loyalty?

Loyalty begins in the sales cycle.
Educating clients on who you are and how you work is the first step in creating a transparent sales cycle. When you make the unfamiliar familiar for prospects, they know what to expect which builds the first stage of trust.

Putting the relationship before profit by doing right by  your client is another key element in building deep trust and staying top of mind. Of course, this doesn’t mean you should lose revenue serving your client. It does demand consideration when offering your solution.

For example, if the car salesman would have noticed Ryan’s uneasiness and reassured him of making a great decision or offered an alternative, Ryan would’ve came home excited about his hot new car. He would’ve also been appreciative of the salesman’s thoughtfulness.
With one simple act of putting the relationship first, the car salesman could’ve become memorable, increased word of mouth buzz, and received a referral.

How does your business measure up?

What gets measured gets improved.
Do you know your client retention rate? Established companies that focus on customer retention will grow their business faster and more efficiently by tracking their customer retention rate. For a simple way of measuring your client retention rate, try this formula:
E=# of existing customers at the end of given period.
N= # of new customers during given period.
S= # of customers you had at start of period.
Customer Retention Rate(CRR)
CRR= ((L-A)/S) X 100

Knowing your client retention rate will take the guesswork out of growing your business.

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How To Start A Conversation: What To Say

Life is some much sweeter when you’re able to connect with others. It’s also great for business. And for those of you who want to connect but don’t know how to start conversations or what to say, this post is for you!

After many awkward attempts at networking, hours of reading, and listening to podcasts, I’ve learned there are 5 simple tips for befriending people. Practicing my suggestions will make talking with anyone fascinating, fun and easy.

Best of all, you will be adored while still being yourself.

1. Allow a 2 second pause before a response. Like your mom used to say, “Think before you speak.” No matter how emotional the conversation, collecting your thoughts before talking will prevent you from saying something you’ll regret AND be respectful of the other person. Conversing with someone who doesn’t cut you off is welcoming. By following this one tip, people will spill the beans and tell you everything about their lives and think the world of you.

2. A simple question equals a simple answer. I have to admit, I’m still practicing this one. Being longwinded isn’t a good look on anyone. If someone asks you what you do and you tell them your whole life story, that person will avoid asking you anything else ever again.

3. Compliment and ask.
If a person captures your attention by what they’re wearing, reading, saying, etc. compliment them on it and ask about it. Starting a conversation with a genuine compliment is a positive and easy way to engage someone. Be specific in your compliment. Describing what you like and why paves the way to an engaging follow-up question.

4. It’s not about you.
Starting conversations is about being interested in the other person. This requires active listening and asking questions. If you’re constantly critiquing your every thought and move, you can’t be in the moment. If you can’t be in the moment, you can’t focus your attention on getting to know others. So GET OUT YOUR HEAD! Stop worrying and self-criticizing and start being curious. The beauty of being human is that we’re all seriously flawed beings with insecurities. Not to mention, we’re all weirdos too!

5. Be aware of your facial expressions.  There are some of us who naturally hold a mean look on our faces. If that’s the case practice a more approachable look.  I had the habit of mean mugging people and wondered why no one wanted to talk with me.  Yet once I changed my neutral facial expression, strangers initiate conversations with me on a regular basis.

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How To Optimize YOUR Brain Power & Take Massive Action

If you created your 2018 Business Success Plan or are working on it, chances are your plan will call for massive action.

We optimize our resources for efficiency and value. Why not optimize the most powerful asset available to us, our brain?

Most entrepreneurs buy in to the latest trend of hustling and overlook the importance of enhancing our brain power. Yet, when it comes to taking massive action, providing your brain what it needs to deliver peak performance wins hands down.

Experienced business owners understand how their brains operate and work with it to optimize results. Do you?

What do you need to know about your brain for peak performance?

We’ve all experienced the auto pilot effect.

For example, arriving home with few memories of the mechanical process of driving there, or our daily morning routine. When we repeatedly do something, it becomes second nature.

When you form habits they become part of our subconscious, or long-term memory. Using less energy, you perform habitual activities without thinking about them. Learning something new, or solving complex problems requires more energy.
You have to think about what you’re doing because it’s stored as a short-term memory.

The goal for brain optimization is 3-fold; to transition vital information from short -term to long- term as quickly as possible, reserve energy, and restore energy reserves when depleted.

8 way to Optimize Your Brain Power

1. Empty your brain of to-do lists and ideas. Keep a notepad with you so you can jot down ideas when they come and use technology to create to-do lists. As David Allen stated in his book Getting Things Done, “Your brain is for having ideas, not storing them.”

2. Practice makes mastery. Move essential information and knowledge from short-term memory to long-term through practice and reinforcement. Once in long-term memory, you expend less energy.

3. Use pictures and music to remember information. Did you know that long-term memories are stored in the emotional brain? Linking information with music and pictures will enhance your memory.

4. Reserve decisions making energies. Use your energy to make important decisions. Energy used to decide what to eat can be used elsewhere. Decide on breakfast once and have the same thing for the next week or month.

5. Work on complex tasks during peak brain times. Do you know what time of day you’re the most alert and focused? Are mornings the best time for you? Maybe you prefer the afternoons or evenings. If you don’t know, experiment and find the time of day you’re laser focused. Tasks the involve planning, brainstorming, or tasks you don’t want to do should be worked on during your peak time. FYI, it’s normal to have more than 1 peak time.

6. Rest and recover. When work becomes challenging, give yourself a break for your brain to recover. Allow at least 15 minutes. If you’re feeling stuck and can’t find the answer, walk away and allow your brain to relax. You’ll find your brain will give you an answer when you least expect it.

7. Stay nourished. Avoid skipping meals and stay hydrated to restore energy.

8. One thing at a time. Multitasking is a huge energy drainer. Avoid distractions and focus on one task for a determined time period.

BONUS: Have yet to create your 2018 Business Success Plan? Tap here to learn how to get started!

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Rookie Mistake: Awkward Sales Response

I enjoy networking. It’s one of many reasons I’m self-employed. Connecting with business owners is exhilarating. Until recently, I haven’t had to deal with being hit on. Either I’m completely oblivious when someone is flirting, or I assume it’s how some people build rapport. A week ago, I had an awkward encounter which  has given me reason to be more aware.

A prospect I met on a networking website wanted to start a referral program for his home improvement business. We discussed his needs and products options over the course of 3 months. He was very personable and we had a good connection.

While attempting to call a friend, I accidently dialed his number. Expecting a woman’s voice to answer, I quickly replied that I had the wrong phone number and hung up. After a few minutes, I realized who I called and that’s when I received a text from the prospect.

The text read, “I kinda wish you didn’t have the wrong number.”

Tickled about the situation, I immediately called the prospect back and jokingly explained what happened. We laughed and during our conversation,  he commented on the sexiness of my voice in a playful manner.

I laughed it off and didn’t think anything of it. He knew I had a boyfriend (at least I mentioned it before). We agreed to schedule a meeting for the following week.
Confident I would close him at our meeting, I began prepping paper work.

Finally!

All the time spent following up was paying off.

During the next few days, we scheduled an evening meeting via text at a local pub grill.

Prospect: “Is 6pm ok with you?”
Me: “Yes”
Prospect: “Cool, since it’ll be coming from work, could we get dinner?”
Me: “sure.”
Prospect: “Great it’s a date!”

Ummm wait, what? Let’s rewind this…. Personable guy, great business connection, thinks my voice is sexy, it’s date??
Oh no!

The feeling of uneasiness started to creep in. How should I reply? Should I brush it off? No, I gotta say something. I started to feel like a lady of the night.
Besides, if I kept this from Ryan, I would feel guilty.
Dang it!
I really want the sale. Should I risk losing the sale?
I completely over thought the situation and my conscience got the best of me.

I replied, “Well it’s more like a dinner meeting.”
Prospect: “When I said it’s a date, I didn’t mean a romantic date. I meant a date on the calendar.”
Like a rookie, I replied with a fist pump emoji.

Although my response was awkward, I was relieved. If it’s a misunderstanding, we can easily sweep this under the rug and continue the sales process.

To make a long story short, we didn’t meet. The prospect stood me up and never replied to my voicemail or text.
Yes, I lost the sale, but I wasn’t upset.

If he truly had no romantic intentions, he would have met with me, right?

I despite the rookie mistakes I’m pleased that I stood up for myself when I felt uncomfortable. Of course I could have used more tact, but practice makes mastery!

Have you ever experienced a similar situation? What did you do? I’d love to hear from you!

                                                                                  THANKS FOR READING MY BLOG!
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Book Your Vacation Today: Hot Travel Deals

Ready for some HOT TRAVEL DEALS?

I hope so!

I searched high and low for incredible travel deals for you and boy did I find them! Below is a list of vacation deals that caught my eye and if you find a

deal you like, book it ASAP with your trusted travel consultant or with us!

Spring Break Sale: Save up to 60% Funjet Vacations Spring Break Sale

Destinations: Mexico, Caribbean
Travel Dates: 03/01/18 – 04/14/18
Booking Dates: 10/26/17 – 11/09/17
Your clients can enjoy incredible savings on their ultimate 2018 spring break vacation now through 11/9!

Save Up to 50% + Resort Coupons in Playa del Carmen

Photo Credit: Playa del Carmen

Destinations: Playa del Carmen
Travel Dates: Now – 12/20/19
Book By: 11/15/17
Let your clients experience an adults only getaway in Playa del Carmen with savings up to 50% + up to $100 in resort coupons* at The Royal Playa del Carmen.
*Resort coupons valid for bookings now – 11/15/17. Blackout dates do apply. Resort coupons travel dates now – 12/21/17. Credit applies to per room, per stay.

Save Up To 55% Plus Kids Stay Free* at Hyatt Ziva All-Inclusive Resorts

Photo Credit: Hyatt Ziva Resorts

Destinations: Los Cabos, Montego Bay, Puerto Vallarta
Travel Dates: Now – 12/20/19
Book By: 11/15/17
Kids can have a blast at the Kidz Club and parents get to finally relax at the spa. There’s no limit on family fun when pristine beaches, vibrant culture, exciting activities, luxurious accommodations and gourmet cuisine are always included. Indulge in all-inclusive luxury.

Limited Time Offer! Save Up to 35% on Select MGM Resorts Hotels

Photo Credit: MGM Resorts

Destinations: Las Vegas
Travel Dates: Now – 09/30/18
Book By: 11/17/17
Save 35% at these resorts: Excalibur, Luxor, and Monte Carlo

 Azamara $1,000 Cruise Credit + Free Double Upgrade

The world is full of breathtaking views, and with our latest offer, those views can be seen from the sky and from your own personal balcony at sea. You can choose from select European voyages, book your air travel through ChoiceAir by November 30th, 2017, and receive $1,000 in ChoiceAir cruise credit and a complimentary double upgrade.

My Quiet Spaces Women’s Retreat Cruise With ETS

My Quiet Spaces Cruise
Join us for the first My Quiet Spaces cruise event – a retreat designed for Christian women. Engage your mind, body, and spirit through music, creative writing, meditation, movement, and prayer. Gather with other women who are seeking a time of renewal and connection with God. Relax in the warmth of the Caribbean while enjoying the comforts and activities of the ship, beaches and ports with Christian friends new and old. The price of this trip starts at $419 for an inside stateroom, not including the $71 tax or $75 program fee.

Book your spring  break vacation today!

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Out And About In Milwaukee: Ex Fabula StorySlam

Credit: Ex Fabula

I was invited to StorySlam hosted by Ex Fabula last week and let me tell you, it was amazing!

Spending an evening listening to story tellers did not sound like a fun time initially, but since I never been and was invited, I thought why not.

You only live once right?

Anyway, StorySlam was held at the Milwaukee County Historical Society. You know, the same place Johnny Depp filmed Public Enemy.

Credit: Ex Fabula

Although a Milwaukee native, I’ve never been inside and yes, it’s gorgeous!

The interior has beautiful marble columns, elegant chandeliers, and a gigantic vault on the north end that commanded my attention as I entered the building.
Needless to say the architecture provided a dramatic back drop to the story telling.

Did I mention they had a wet bar too? (Not to sound like a lush, but I was beyond thrilled).

Back to the story….

For those who don’t know what StorySlam is, it’s like poetry slam but with stories. The one I attended included six storytellers. Eight stories were performed relating to the theme “On The Road.” Audience members also had a chance to have their story read by the MCs by submitting short stories or “UltraShorts”.

Feeling a little bashful, I wrote an UltraShort about the time I rode in a rogue shopping cart in my youth. To my surprise, it was read toward the end of the evening!

There were many highlights to the evening that made for a magical experience.

All of the stories had humor and were entertaining. I learned about sniper hunting, the Driftless Area of Wisconsin, and secrets of RV life.

My favorite story was about a lady who spent a weekend with friends in a cabin up north. I could imagine being at the cabin as she painted a vivid picture of

Credit: Ex Fabula

what took place. The story was hilarious and retelling it wouldn’t do it justice. Lets just say the story involved alcohol, bloody hand prints, and a sleep walker.

Ex Fabula offered an eclectic group of story tellers who each had a unique style of storytelling. It was raw, and real, and liberating to connect with individuals on a personal level.

What a great evening filled with personal stories, excitement, and laughter!

If you want to flex your story telling muscles and connect with people, I strongly suggest attending an Ex Fabula event. The next StorySlam is coming up soon so check out their website link below.

Ex Fabula is a nonprofit that’s committed to strengthening community bonds through the art of storytelling. They host monthly story slams in different venues around the city.

For more information about tickets to an upcoming events, workshops, or to learn more about Ex Fabula tap here.

THANKS FOR READING MY BLOG!
If you’re a semi-expert traveler, why not get paid for it? Click here for details.
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Cookbook Inspiration For Your Next Getaway

Have you ever planned a trip based on your favorite book?

If you’ve started thinking about 2018 travels, I have a delightful idea your friends and family will love. Before I share it, I want to share with you a podcast/article from The Leonard Lopate Show.  It’s titled Gabrielle Langholtz Explores America’s 50 States Of Food.  As I listened to the podcast, I imagined a group of girlfriends and I riding in an old school VW van, laughing, café hoping, and enjoying each other’s company.

Imagine taking a cross country road trip based on a cookbook.

How much fun would that be?  How long would it take?

You could visit relatives, take cooking lessons, eat where the locals eat, live stream your journey via Snapchat, etc. I’m sure you and your friends could brainstorm endless ideas.

The link below. Listen to the podcast, copy a few recipes, and share your road trip ideas with us!  It’s never too early for planning your summer 2018 travels.

Check out the following recipes from Gabrielle Langholtz: America: The Cookbook!

WHOOPIE PIES

States: Maine, Pennsylvania

Preparation time: 20 minutes

Cooking time: 20 minutes

Serves: 8-9 large whoopie pies

This cake-like chocolate sandwich cookie started showing up in bakeries and lunchboxes in the 1920s, and both Maine and Pennsylvania claim it as their own. It gets its name from the reception it gets when it is served. A whoopie pie can be as big as a hamburger. Serve with a glass of cold milk……

KOREAN PANCAKES

State: California

Preparation time: 10 minutes

Cooking time: 40 minutes

Serves: 8

Dairy-free, Vegetarian

Los Angeles is home to the largest Korean-American community in the country. Serve these pancakes with a soy dipping sauce, if desired……..

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Best Tips For Traveling With Your Pet

Hey pet lovers. I completely understand your devotion to your beloved four-legged kids. They’re comforting, always happy to see you, and entertaining. This dedication has spread to travel as more pet parents are including their pets on getaways. As more tourist destinations like Disney World are becoming pet friendly, below are a few blogs and articles worth checking out.

5 must have items when traveling with your dog: by Esther Muwombi, Contributor Huffington Post

The 5 tips listed seems like a no brainer, but trust me when I say, you’ll be glad you read this article especially if it’ll be your first time traveling with your pooch.

Top 10 Fall Pet Travel Tips: blog post by Epetsure

Yes, more tips for pet travel. This time it’s for any pet. Just in case you need more helpful hints to ensure smooth travel with your pet check out this blog post.

Pet travel tips: when you should leave your dog at home: blog by Travel Moments in Time

Some pdog lovers want travel everywhere with their furry beloved even when it’s not safe. It’s important to know when you should leave your pooch at home. Read this to help evaluate if your favorite k-9 should stay home.

How To Travel With Your Cat: Flying With Your Cat: by Maggie Clancy of Cattime.com

Sometimes it’s necessary to bring along your feline friend and if you’ve never traveled with your cat, read this article first!

Traveling with Pets by Car, Plane, Train or Ship: blog by The Senior List

This blog is complete with a checklist of all items and issues to consider depending on the mode of travel.

 

THANKS FOR ALLOWING ME TO HELP YOU IMPROVE YOUR TRAVEL!
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