Wednesday, April 28, 2010

Q and A with Tammy Taylor

Q and A with Tammy Taylor

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Q and A with Tammy Taylor
How to stay professional and competitive while making cutbacks....Tammy Taylor - CEO, Tammy Taylor Nails Inc.  - Entrepreneur and Business Owner since 1981

A good friend and client of mine for many, many years had to make some changes in her business, to adapt to the New Economy. She called me earlier this week, and we were talking about how to stay professional and competitive while making cutbacks.
One of her questions I wanted to share with all of you, was the question below about "The Phone: The First Impression" Blog.

QUESTION:
Tammy, I no longer have a receptionist so I am using my personal cell phone as my business phone, how do I do this and still present myself as being professional?

I will not have a physical person answering the phone anymore while I am with a client, how do I make my voicemail sound personable and professional, so my existing clients and new clients do not get annoyed, feeling like they are not getting the personal attention I could give, when I had a receptionist?

ANSWER:
Clients will understand the changes you are making if it does not hamper your customer service, and your clients continue to feel they are just as important and appreciated as ever.

The most professional way to use your cell phone as your business and personal phone is to put your business first; friends will understand, however clients will not feel confident, if you answer your cell as if it is your personal home phone.

A nice feature on cell phones is they can be programmed with different ring tones for family, friends, clients, etc. So you can screen your calls without having to answer the phone, and when you do answer, you will know if it is business or personal.

Make sure your Voicemail is very professional and reassuring as this will now be your New receptionist.

The most important thing to remember when doing a voice message is reassuring your clients their phone call will be returned within a certain time frame; this will give them confidence to leave a message, instead of getting frustrated and just hanging up.

Here is an example of a simple professional voice message which will encourage clients to leave a message:

"Hello this is Tammy Taylor with Tammy Taylor Nails, I am presently with a client, please leave your name and phone number and I will call you back within an hour. If this is urgent please text me, and if you would like more information please visit my website TammyTaylorNails.com, thank you for calling, please leave a message after the beep."

After every client, listen to your voice messages immediately (do not procrastinate), and write the message down on a note pad (instead of trying to remember): then call back your clients immediately, before your next client.

When clients know you will call them back promptly, they will be very perceptive, and will adapt to the new routine quickly and effortlessly.

Have a Great Nail Day!

with love,
Tammy Taylor

Proverbs 17:22 A cheerful heart is good medicine, but a broken spirit saps a person's strength.


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Wednesday, April 21, 2010

The Little Things Make Us More Successful....

The Little Things Make Us More Successful....

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The Little Things Make Us More Successful....

Many times we think it is the big stuff that makes the biggest difference in our business, however, this is usually not the case; it is usually all the little stuff added together which ends up being bigger than the big stuff!

There is a saying "don't sweat the small stuff"; which I do not agree with; I feel if you sweat the small stuff, then it does not become the big stuff. Also, customers notice the small stuff more than they notice the big stuff.Tammy Taylor - CEO, Tammy Taylor Nails Inc.  - Entrepreneur and Business Owner since 1981

Why do I like to do business with some people, more-so than others?

If we really think about this question intensely, we can answer our own question about: How can we make ourselves the "ones", whom others want to do business with, more than they want to do business with someone else!
Quote:
Do right. Do your best. Treat others as you want to be treated.
-Lou Holtz

When I am doing business with a company or individual, it is always the little stuff which makes a huge difference to me.

I was curious about what made others do business with a company or individual, so, I started asking around, and this was the same answer I was getting from everyone, the little stuff is what makes the difference.
Quote:
Memorable customer service can only take place in a human-to-human situation.
-Jeffrey Gitomer

These are the characteristics, all of my favorite people I do business with, have:
  1. They are GENUINELY NICE. They never make me feel like I am asking a silly question or inconveniencing them.
  2. They are REALLY HAPPY to hear from me or to see me, even if I do not need to buy anything.
  3. They ALWAYS REMEMBER MY NAME. Even if I haven't needed their products or services for awhile, they make me feel like a long lost friend.
  4. They ALWAYS REMEMBER SOMETHING I TOLD THEM and they ask me about it.
  5. They ALWAYS TELL ME THE TRUTH, even if it is not the answer I wanted to hear, it is an honest answer.
  6. They ALWAYS DO WHAT THEY SAY and if they can't, they let me know right away, even at the risk I might be upset, they tell me anyhow.
  7. They ALWAYS GIVE ME JUST A LITTLE MORE than I expect. The Quality of their Products and/or the Quality of their Service is always just a little better than anyone else.

Quote:
Remember, the deepest principle of human nature is the craving to be appreciated.
-William James

I think this quote really sums up all the above, “the people I like to do business with make me feel appreciated".

with love,
Tammy Taylor

1Peter 4:9 Offer hospitality to one another without grumbling.



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Wednesday, April 14, 2010

The Phone: The First Impression $

The Phone: The First Impression $

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The Phone: The First Impression $

This might seem too simple
to be important, but it could be the difference between getting a New Potential Customer or "not" getting a New Potential Customer.
Quote:
"We never get a second chance to give a first impression."
Tammy Taylor - CEO, Tammy Taylor Nails Inc.  - Entrepreneur and Business Owner since 1981
Have you ever over-heard someone talking on their cell phone too loud, or rudely, and it makes you cringe?

With so many people using their cell phones as both their business and personal phone, it is very easy to come across as being un-professional.

We seem to have gotten very casual when we answer our phones; but... this could be the first impression we make with a New Potential Customer, especially if it is a cell phone, we use for business and personal.

Remember: When customers perceive a person or business as being professional, they will trust them more, and be willing to pay more for their services and products.

However, I do like the idea of having cell phone numbers of people whom I do business with; because I know, I can get hold of them when I need them, either by calling or by texting.
So, giving your clients your cell # is very convenient, but... you still need to keep it professional.

New customers do not want to deal with an answering machine, especially if they have a problem or a question.
When someone calls a place of business, they expect the person who answers the phone to be Cheerful, Professional and Knowledgeable.

I know, I have called businesses when I have been looking for a service or product I needed; and those businesses which did not have a person answering the phone and sent my call directly to a voice mail, I did not do business with them, as I did not feel confidant. And, I am sure there are many potential customers just like me.

A little note on customer relations: When you are in your Salon or your place of business, you should not be taking personal phone calls while you are with a customer.
You need to give 100% of your attention to your customer with no distractions, as the customer is paying for your time along with the service or product you are providing.

Here are some very simple "Phone Etiquette Tips" which will help you make a fantastic, professional, first impression:
  1. Have a smile on your face when you answer the telephone - Your smile shows in your voice, and projects a friendly ready to help attitude.

  2. Answer the telephone by the second or third ring - Most customers find it annoying, waiting for someone to answer their call. In fact, this might cost you a paying customer.

  3. The best way to answer your cell phone, when using it for personal and for business, is to answer with a greeting and your name, for example:
    "Hello, this is Tammy"
    Or...
    "Hello, Tammy Speaking"

  4. The best way to answer your cell phone, when using it only for business, is answer with a greeting, the name of your business, your name and a courtesy, for example:
    "Hello, Tammy Taylor Nails, Tammy speaking, how may I help you?"

  5. Always focus on the call- Try "not" to get distracted by people around you. If someone tries to interrupt you while you are on a call, politely remind them you are on a customer call, and you will be with them as soon as you are finished.

  6. Don’t Talk Loudly - Keep your voice down and do not discuss sensitive matters.

  7. Turn the ringer volume down or use the vibrate mode.

  8. Keep personal phone calls short and few - Customers will get irritated when you are taking personal phone calls.

  9. Do not use slang words or Poor Language.

  10. At the end of the conversation, don't just hang up. End the call with a warm "Thank you for your call."

Many times, it is the simplest things, which can make our businesses more profitable or less profitable. And, I assure you, your New Customers and Your Existing Customers will really appreciate your phone etiquette, and it will make a big difference in your business.

With love,
Tammy Taylor

Ecclesiastes 7:8
Finishing is better than starting. Patience is better than pride.


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Wednesday, April 7, 2010

What Endless Possibilities!

What Endless Possibilities!

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"What would you attempt to do if you knew you could not fail?"
What endless possibilities!

I would like to share with you a little bit about my history and how pursuing a Dream is more important than: having experience, or enough start up money. And, how it is possible, to make your Dreams come true.Tammy Taylor - CEO, Tammy Taylor Nails Inc.  - Entrepreneur and Business Owner since 1981

Why not Dream BIG? Reach for the stars, and then at the least, you will get the moon!
In 1981, when I was 18 years old, I started my first Salon with only $400.00.
I had really BIG DREAMS. Much bigger DREAMS than a $400.00 budget would justify. But... I never looked at what I couldn't do; I always looked at what I COULD DO.

Quote:
"Don't be pushed by your problems. Be led by your dreams."

In 1983 with the profits from my Salon, I started my own Nail Product Line. I would fill my products in my garage; then I would go from School to School, and Salon to Salon, TEACHING how to do nails, and SELLING my products; all while I continued working in my Salon.
- Quote:
"Go confidently in the direction of your dreams. Live the life you've imagined."
Author: Henry David Thoreau

As time flew by, I was doing Seminars for 1,000’s of Beauty Professionals all over the World...
  1. TEACHING them how to make more money doing beautiful nails,
  2. And HOW TO BUILD a more Successful Salon BUSINESS.

Then a book Publisher from New York, who had heard of my Educational programs, contacted me and asked me to write a Guide to Manicuring and Nail Technology text book for the Beauty Schools. This "Guide" is now being used in salons by Professional Nail Technicians and in Beauty Schools to teach students how to work in a salon and how to pass their State Board Exams.

I built my company on Education, and helping others become MORE successful.

  1. I have always said, "EDUCATE your Customers and they will trust you, and want to do business with you. Whether it is doing a Service or Selling a Product, it is all about Educating your Customer."

This simple philosophy has helped keep my business strong for over 29 years. And today, my Tammy Taylor Signature Nails are being done all over the world, using Tammy Taylor, Nail Products, Educational Videos, Books and Materials.
- Quote:
"I don't dream at night, I dream all day; I dream for a living."
Author: Steven Spielberg

Never stop pursuing your Dream, and let your Dreams create your future.

with love,
Tammy Taylor

2 Corinthians 9:6 Remember this: Whoever sows sparingly will also reap sparingly, and whoever sows generously will also reap generously.


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