Instead of making your 2016 resolution a simple goal, what if you made it a purpose?
A purpose is more than a goal. When people are purpose-centered,
For any area of life you are not currently in love with, imagine how you'd like to feel. Remember how you felt at the healthiest moment in your life and how much energy you had waking up in the morning. If you're working on improving your communication skills behind the chair, envision yourself striding confidently up to your guest, giving a handshake as firm as your smile is warm, and experiencing that prickly sensation you only get when your presence fills a room. Imagine your reaction to yourself if you tackled some area you want to improve, and imagine others' reactions to you when they see you holding your head higher. Aim for discovering how you want to feel instead of heaping "shoulds" on your shoulders. The point of self-improvement, after all, is to lift you up!
When it does come time to break down a large and energizing purpose into intermediary goals, don't rely on sheer discipline. Some of my friends are under the mistaken assumption that I "have my shit together." In reality, I just know how little discipline I possess and am careful to tie every chore to something I actually like. I am terrible at maintenance and repetitive tasks but love decorating and reorganizing stuff. So instead of telling myself to clean my apartment because it's filthy, I buy flowers every cleaning day. The experience becomes about beautifying my home and picking out a new bouquet, and the whole thing feels less obligatory. I basically clean to impress my new flowers. Instead of just straightening the closet, I rearrange the closet and bag up clothes for Goodwill and then reward myself with a new item. If I need to cook some meals for the week, I always pick out a new podcast to listen to and if it's nice weather, I open the balcony doors for some fresh-air therapy.
Mind games are the secret.
My purpose behind the chair is to help my guest project the exact message with her look that she wants to project. This purpose necessarily leads me to address rebooking, how she will recreate her look at home, and what tweaks we can make to improve her look each and every visit - so I consistently hit my performance indicators without directly thinking about them. Having a clear purpose has kept me from feeling burdened by a bunch of random number goals on top of doing good hair and connecting with people (in fact, it's become how I connect with people and why I pursue continuing education to improve my skills). The stylists who craft a personal framework that feels sincere - one that can be embedded fully into their artistic activities - will find that their approach can grow with them as they get busier and their lives and responsibilities change.
Care for an easy first step? Decide exactly how you want to feel at the beginning and end of your work day.
The holiday rush always crystalizes my core beliefs about stylist success.
- The people who seem to do the impossible all got there the hard way.
- If you're waiting for directions, next steps, a path, or something to believe in from others, you'll wait forever. Just decide. Decide where you're going, start moving, and tell everyone around you. The path is something you'll only understand in hindsight.
- If you want to change your results you have to change your habits, and that is going to be uncomfortable. Discomfort means you're changing - congrats!
- Take everyone's feedback seriously, but listen hardest to those who make you feel more energetic.
- Nobody ever consistently met their R's (Rebooking, Recreate and Reinvent) without a little PRE-PLANNING. You want to change your book? Get to work 10 minutes early, look at your real time monitor and travelers, choose your 5 favorite products and make a game plan. I have never seen this fail.
- The second you feel dread about anything, stop and ask for help. You *never* need to feel dread. Hit pause, make a clear game plan and reach out to those who have the results and skills you want to acquire. Doing the work isn't easy but you can and should have fun the whole way, even if you fall asleep in your clothes every single night. ;)
I’m introducing a new word for you to consider: desire. Its time to replace the word ‘loyalty’ with the word desire.
I'm reading a book called Chief Customer Officer 2.0 by Jeanne Bliss. The above quote is from her blog post about "earning the right to grow." Loyalty is a great result, but desire is an emotional reaction that drives repeat business and spurs the type of storytelling that reaches new customers.
I love Bliss's philosophy that we must all "earn the right" to growth. If you need a wake up call, run a report that shows you how many clients did not come back in the last 3 months. Multiply that number by your average service sales per person. Desire is what went missing for those people, and that dollar figure is the cost to your business.
To build more excitement and reliability into your customer experience, clarify what makes you super excited about what you do. Build your routine or rhythm around sharing that. Let's go beyond asking people to be loyal, to come back again - if your client isn't begging YOU to book her next appointment, ask yourself how you could add more value and craft a more desirable experience the next time you see each other.