UPDATE: It’s almost like the Universe paged her because right after I completed last week’s post, I heard from Carla. An email popped into my inbox that read, ‘I’m back’.
Long story short, I got to put all the communication and conflict skills and mindsets I teach into practice. Her child fell ill, which caused her to be away from her business. Here’s where things get interesting.
Although Carla had a backup system in place, something I’m gonna talk about next, it failed. She fsiled to include me in her automated client system Because I wasn’t included (I was a special case), her assistant didn’t know to notify me of the issue or keep me informed. Totally understandable human error but it points out some flaws in thinking and systems I want to shed some light on.
PLAN A,B and C
But first, let’s talk back up plan. Do you have one? Have you actually tested it? When was the last time you did? You’ve got to have a plan when YOU are essentially the business. Your clients depend on you. Now, I know I don’t have to say that but sometimes I feel like I do because of the magical thinking. More on that. Back to the plan.
A contingency or back up plan is a must for responsible business owners. Especially when your business involves a milestone event like a wedding. Happily, it’s not hard to create one. You can do it in three easy steps.
- Create standard operating procedures- what has to get done on a daily, weekly, monthly basis and how. Write it out as if you were giving it to your assistant. ( you probably need an assistant btw) Should you have an emergency, this plan is what your ‘go to team’ will work from. Be specific-spell things out. Be sure to say when you must be involved or consulted. Realize and accept that your team will do it’s best but it won’t be exactly like you do it.
- Pick a team- choose 1 or 2 people you’d feel comfortable having represent you & your business. This is kinda like asking someone to be a godparent-taking on an extra responsibility out of love.
Be sure your team understands what they’re getting into and can commit to the responsibility. (Probably not a close family member because if there is trouble you’ll need them for a different type of support. I was terribly running my hubs biz but a great patient advocate for him after emergency back surgery. )
- Communicate the plan- Tell your new clients first thing. Tell current clients. It’s very reassuring to know and increases trust between you Also, leave the written plan (yeah, it should be written) somewhere easy to find. Then, tell your team & spouse where that is.
- Test it! Things that work on paper don’t always work in real life. Do a day long dry run just to iron out any kinks.
Why am I so passionate about backup? A sneeze changed my life. In the wee hours of the morning my hubs sneezed and ruptured two herniated discs in his back. I rushed him to the hospital in excruciating pain.
The doctor told me if he didn’t get to surgery in the next hour he’d be paralyzed because his nerves had been crushed. He’d already lost sensation in his legs.
Happily, the successful surgery began a two year recovery during which my brave guy relearned how to walk. However, his business was in critical condition. He lost his biggest client who feared more trouble. Why? No backup plan. Eventually he regained their trust but why risk that.
Magical Thinking
I’m very interested in all types of thinking. I’ve learned to think about issues and ideas in different ways as an attorney and again as a mediator, and yet again as a corporate executive. How we think is as important as the thoughts themselves. That’s why I stress positive thinking so much.
Something I saw a lot of as a mediator was magical thinking. It’s actually less like thinking and more like a wish. As in, if this hasn’t happened yet, [I wish] it won’t happen.
I’m reminded of this because Carla had a backup plan. I don’t think she ever tested it, and it broke the first time out. She mentioned me that in many years she’s run her business no one has ever asked for a refund. She said that as if it were proof of her good customer service skills. Maybe. There’s no causal link between the two. It’s likely she’s right but it’s not certain that no client was ever dissatisfied. I spoke up but how many just walked away after a misunderstanding frustrated?
How many people do you know who stop to give a poor service provider feedback directly- not on a forum, yelp or some other rating site?
Just because the person didn’t express the complaint to you doesn’t mean she didn’t have one.
Just because you haven’t had an unexpected problem or emergency, doesn’t mean you shouldn’t prepare for one.
Just because you haven’t had a client complaint doesn’t mean your systems are smooth or helpful. (something i hear wedding pros say alot)
Hassle Free Business
All this is takes time and effort to do, I know. You’re already busy creating marvelous weddings. But it’s worth considering. Taking these steps to protect your clients, and ultimately yourself, is one step closer to a stress-less business.
