A Year of Accomplishments
  • NAILS Magazine
  • May 13, 2009
Our year has come to a close, and I couldn’t be more proud of Adrienne’s accomplishments. Though a change in location has produced many challenges, it also has solidified so many things.
 
What Adrienne and I have spent our time working on is strengthening the understanding around systems. No matter where you live, no matter what the preferred services are, it all boils down to customer service and duplicable systems.
 
The systems are the key. Without them you cannot quantify results. How can you track how many new clients you’ve received through a promotion without a system? How can you track rebooking without a system? The one key to following a set of systems is to make sure they cover all the bases. Then you cannot pick and choose which ones to follow! They work together in total harmony. By picking and choosing, you will not move forward at the speed which you are able and there will always be breakdowns.
 
A great example is a no-show policy. If you require 24 hours notice from your clients, you cannot confirm them the day before. That’s why we suggest confirming 48 to 72 hours beforehand. You cannot fully understand what your upselling goals for the day are without adding up your day in advance and understanding where the opportunities are.
 
Adrienne fully understands this process and because of this, she has built an amazing new clientele! There’s no regrets here, just great learning experiences. It’s the process that produces the learning and the “failing forward” (a coaching term I use to mean trying something and, if it doesn't work out or produce the desired result, to pick yourself up and try something else. As opposed to failing backward) that produces the results. Adrienne has become an educator this year, has been an employee and is now a booth renter, running her own little business. She’s continuing to grow and evolve and is still so excited to be in this business. And I am so excited to be her friend!
 
—-Heather, success coach

Keywords:   clients     Heather Goodwin  



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