Create & Thrive Podcast: Episode 3 – How to Provide Outstanding Online Customer Service

The Create & Thrive Podcast - Episode 3

When you sell to a customer online compared to a retail setting, some biz owners can forget that there is a real living and breathing person at the other end of the transaction – a person who wants to connect with you as the maker.

Learning from your own experiences and stepping into your customers’ shoes is one of the best ways to check your process. Make sure that you would be happy to receive the attention and care that you show to your own customers.

It may seem hard – the internet can leave us feeling faceless and disconnected from each other – but it is actually easy to give excellent customer service and showcase your brand and style even though you aren’t meeting face to face.

The key is to get a little open and vulnerable – to share a little bit of your truth – which will help your customer to connect with you as a real person.

Love the show? You can show your support by:

  • Leaving a review on the C&T FB page.
  • Leaving a review on iTunes.
  • Donating a few dollars towards the costs of producing the pod.
  • Joining the Thriver Circle – without the members of the Circle, this podcast would not be possible. 

 

 

Policies and FAQs

Being upfront by communicating your policies, where their order is in your queue, showing a little of your own personality and just being a kind and informative person will result in you having a smooth and enjoyable transaction.

Ensure you have a handle on these important aspects of your sales process and you’ll turn a buyer into a brand ambassador who will tell everyone they meet about you and your business.

This episode is the first of our monthly ‘Conversation’ podcasts – where Kath and I get together to riff on a topic. Prepare yourself for a dose of advice punctuated by goofy laughter!

 

Quotes and highlights from this episode:

  • Be authentic to build your reputation
  • Tell your story in your communications. Read: The Fortune Cookie Principle by Bernadette Jiwa
  • Over-communicate rather than under-communicate
  • Have your policies very clear on your website
  • Policies and FAQs prevent a lot of issues before they happen – and if not, they are there for you to fall back on.” {Jess}
  • Set your own boundaries
  • Don’t ever lie (Jess tells a tale of something that happened to her husband Nick to illustrate this point)
  • Try to empathise with your customer and put yourself in their shoes
  • “It can be hard to stick to your guns sometimes when a customer is upset and they want you to do something that’s contrary to your policies.” {Jess}
  • With returns or problems, never get on the defensive
  • You can’t keep 100% of the customers happy 100% of the time.
  • If you feel like you’ve done everything you possibly can, and you’ve followed your own policies then you can feel confident that you’ve done the best you can for your customer
  • BUT if you want to do something different just for them, do it!
  • “Action can really extinguish the flames of anger which can come with poor customer service” {Kath}
  • All your marketing and promotion is part of your tapestry of your brand

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Create & Thrive Podcast: Episode 2 – This is What’s Holding You Back

The Create & Thrive Podcast - Episode 2

We all face challenges when starting a business or even further along the track when we are attempting to grow and change.

I know I still get a little bit of fear when I launch a new product, publish a post or start a new project.

What’s the key to knowing what’s holding you back?

There are four main elements which may make you feel like you can’t get started or that you are unable to take the next step:

  1. Knowledge: You can’t possibly know all there is to know about owning a business and the truth is, often you don’t even know what knowledge you might need.
  2. Time: We all have the same 24 hours in every day but we also have different circumstances.
  3. Money: Not everyone has a bunch of money to invest into a business but others may have significant capital right from the start.
  4. Fear: This is the most significant hurdle in achieving your goals, whether it be the fear of failure or the fear of success.

What changes can we make in our lives which can overcome these problems? How can we be kinder to ourselves to ensure we feel confident enough to realise our dreams?

There will be failures and there will probably be a few of them but that doesn’t mean ‘we’ are a failure. Just like learning to ride a bike, you fall off a few times before you get the hang of it and each time you fall, you dust yourself off and get back on and try again.

 

Love the show? You can show your support by:

  • Leaving a review on the C&T FB page.
  • Leaving a review on iTunes.
  • Donating a few dollars towards the costs of producing the pod.
  • Joining the Thriver Circle – without the members of the Circle, this podcast would not be possible.

 

You will fail and you will fail a lot

Similarly, there will be successes! Own them and be proud of yourself and feel deserving of those wins. You can be a huge success whilst still staying humble and thankful.

Accept that you are in total control of your own life and your creative biz and you can make the changes necessary to be successful.

Quotes and highlights from this episode:

  • ‘There were times when I thought, I’m never going to figure anything out’
  • Having people to talk to – like a mentor or group – is the best place to learn.
  • The info is out there, it’s really about having a filter.
  • You CAN break out of the lifestyle you have created for yourself and you can create something different.
  • There are a lot of time-wasting things we do. Figure out what they are, stop wasting them and let yourself be goal-centered on how you spend those pockets of time.
  • It’s never been easier than it is now to make money from your creativity.
  • You need to spend one or the other – you need to spend time or money. You need to decide what you have more of to spend.
  • The most important thing that holds you back is fear.
  • Are you being positive or are you telling yourself negative thoughts?
  • “You can be confident and humble at the same time.”
  • “You will fail and you will fail a lot and you’ll do it over and over and that is OK.”
  • Don’t be scared of doing things because you think you won’t be doing it right.
  • “Just Start”
  • Whenever you put anything out into the world, it’s scary because you’re putting a little piece of yourself out there for the world to judge.
  • “Feel the fear and do it anyway”
  • Focus on the small wins, the little steps you can take to overcoming these things everyday.

 

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You can also subscribe to the podcast and listen to this episode on iTunes + Stitcher)

C&T Podcast Episode 1 – How Anna Anagno Grew Her Jewellery Biz Into Her Full-Time Occupation

The Create & Thrive Podcast - Episode 1

 

How do you go about the transition from working for someone else to running your own business full-time?

It’s not something that happens overnight and it’s the result of a lot of hard work and patience.

Patience is a huge part of business ownership and we often become obsessed with the idea of knowing and doing it all now.

However, the path to success is not just a waiting game; it requires dedication and commitment along with hours of work in many areas of discipline.

Anna Anagno chats to me in this episode about her journey from worker to maker and how she made the change over time and with a lot of thought and organisation.

 

Love the show? You can show your support by:

  • Leaving a review on the C&T FB page.
  • Leaving a review on iTunes.
  • Donating a few dollars towards the costs of producing the pod.
  • Joining the Thriver Circle – without the members of the Circle, this podcast would not be possible.

 

C&T Podcast Episode 1 Quote

One Happy Leaf also grew from Anna’s strong feeling of connection to nature and the environment and her business name reflects this. Her feeling that her  business was a more authentic reflection of herself than her corporate job was made her feel comfortable in her shift to business owner, as she was very bonded to her art.

“I would go on these really cool walks and I felt more ‘me’ rather than the corporate ‘me’ that was working 9-5.” {Anna}

In a world where everything is online, fast-paced and energetic, it’s important to continue to stay true to your vision and yourself when running your own creative business.

 

Quotes and highlights from this episode

  • Be your authentic self and it will shine through in your business.
  • Trust your instincts with your own business and follow a path that you believe in.
  • Patience is the key to going full-time with your business – it won’t happen overnight.
  • “Successes don’t happen overnight and I realised that I couldn’t have it all right now.” {Anna}
  • Googling can help you answer a lot of your questions in the beginning, especially if you have time on your side.
  • Be prepared to learn more.
  • If you feel like you’re in the ‘deep end’ with any part of your biz, ask for help.
  • Knowing when to spend money or seek help can definitely be a trial and error exercise.
  • Work hard so you can play hard later but make sure you do get some downtime.
  • “You’re in that real development stage where you want to push your business forward and you’re at a stage where it’s OK to do that and really harness the passion and the energy while you’ve got it. But it’s also really important to take time out… I see it as a really dynamic flux” {Jess}
  • Setting annual goals which you view daily is important to keeping you on track and focussed on your game plan.
  • Photography and SEO are super important for any business.
  • “Screw it, let’s do it!” {Anna quoting Richard Branson}

 

 

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You can also subscribe to the podcast and listen to this episode on iTunes + Stitcher)

 

Links from the Episode

www.onehappyleaf.com

www.onehappyleaf.etsy.com

facebook.com/onehappyleaf

instagram.com/onehappyleaf

pinterest.com/onehappyleaf

Create & Thrive Podcast: Episode 0 – Jess’ Story

The Create & Thrive Podcast - Episode 0

Welcome to the Create & Thrive Podcast!

In this pre-episode, I share my story – how I went from studying science, and being super un-crafty, to today,  where I run my successful handmade business – Epheriell – as well as teaching here at Create & Thrive.

It was quite an accidental journey, really – and the turning point happened on a Fijian Island in 2008. Before then, I wasn’t at all ‘crafty’ – I was a teacher and an academic (I have 3 Bachelors Degrees that I earnt over 6 years… because I didn’t really know what I wanted to do with my life!) and while I liked my job well enough, I always felt like there was something else I’d rather be doing.

Fast-forward to today, where I’m lucky enough to be doing exactly what I want to be doing – and living a life of immense freedom and satisfaction – and doing good work that I enjoy and am proud of that helps people and makes the world a little bit shinier.

So, how did I get from nerdy science kid to creative businesswoman?

 

Love the show? You can show your support by:

  • Leaving a review on the C&T FB page.
  • Leaving a review on iTunes.
  • Donating a few dollars towards the costs of producing the pod.
  • Joining the Thriver Circle – without the members of the Circle, this podcast would not be possible.

 

Download This Episode

 

You can also subscribe to the podcast and listen to this episode on iTunes + Stitcher)

Coming Soon: The Create & Thrive Podcast

 

 

 

 

create and thrive podcast coming soon

So, there’s a new thing on the horizon: The Create & Thrive Podcast!

Yes, be prepared to listen to my dulcet Aussie tones as I bring you a regular podcast about all things create-y and thrive-y.

So far, I plan to include episodes such as:

  • Interviews with successful makers – basically the Success Story posts in podcast form
  • Interviews with people who know their crafty biz stuff – or who can help you thrive in some other aspect of your life
  • Q&A sessions where I answer YOUR questions
  • Info jams where I chat about a specific topic all on my lonesome

My goal is to give you 1/2-hour to 1-hour episodes chock-full of useful information, actionable tips, and practical advice from those who’ve learnt the hard way… so you don’ t have to.

I’ve already recorded a few episodes – I just have to do a bit more techy stuff (and teach myself everything I need to know about publishing podcasts…) before we can get the party started.

Also – I’d love to hear from you!

Is there anyone you’d love to have me interview on the show?
Is there a question you’d like me to answer on the show?
If the answer to either/both of the above is ‘yes’ – please leave a comment and tell me.

I can’t wait to share this with you… it’s gonna be a blast.

Jess xx