In a world where businesses have become driven by sales volume and technology, it can be hard to come across genuine and personable customer service. To many, the service industry is just the service industry. But, to some, the service industry is more than just providing them. In today’s interview, Charlotte Howard teaches us invaluable lessons from her years of top-ranking customer service experience.
🙋🏽♀️ Put Your Clients First
A true introduction to working with clients is having some that are, well…. dissatisfied. As often as this occurs, we typically don’t stop to give much credit to why our clients ended up this way. Excuses in defense of our business can be easy to come up with, but Charlotte thinks differently. In her experience, she has found the happiest clients are the ones you work with holistically, not just on a service basis. Get to know their interests, life occurrences, and tastes, in order to tailor your service specifically to their needs! As she puts it, it’s not just a hairstyle, it’s a personality and ultimately your new identity. Luckily, this applies to more than just hair.
📇 Licensed for Life
Whether or not the services you provide require a license is beside the point: It’s always a good idea to keep licenses and certifications active and ready to use. But why? According to Charlotte, the minimal work to keep them active can pay off big time when you least expect it. Many times, you can draw value from a license simply because you have it. Charlotte uses the example that many speaking engagement gigs require you to have certification for what you are speaking about, even if you aren’t necessarily an expert. This can lead to additional income streams, clients, and promotion!
🏆 Be Accountable for Improvement
For years, one of Charlotte's last thoughts every day was, “What did I do today that I can be better at tomorrow?” As simple as it sounds, one small improvement per day can lead to a massive improvement over time. Once you see results, getting in the habit of being accountable for improvement will only get easier. As Warren Buffett once said, “Chains of habit are too light to be felt until they are too heavy to be broken.”
📄 In Conclusion
It takes more than just service to rise to the top in the service industry. By making an active effort to serve clients holistically, the services you provide will make every customer feel more valued and heard. Through achieving and maintaining licenses and certifications, your options for engagements and endorsements will remain wide open. At the end of each day, remember to ask yourself what you did and what you can do better the next time to hold yourself accountable for improvement!
📽️ Watch the Full Video on Youtube
“Let’s say they want to increase their income to six-figures. So, [people should be thinking] what kind of skills do they have that they can present in a unique way to the people they want to present them to?”
“Go out into the field to interview experts and entrepreneurs, then transcribe. Once you compile all of that information it goes out to millions and millions of people. You can take snippets and post them [on your socials].”
Charlotte Howard, discussing promotion without expertise
“The beautiful thing about it is you don't have to be an expert to write a book. You write the book, then hire the experts to edit your book.”
“Education never stops. You have to keep up with the latest trends so you can help your clients and customers reach their goals.”
About the Guest
Founder and CEO of Heart Women Centered Publishing
Charlotte Howard is a serial entrepreneur, life coach, author, and women’s beauty specialist. As a women's wealth mentor, Charlotte has helped thousands of fellow entrepreneurs start and breakthrough their own goals. She has received numerous awards including Top Marketing Expert Award, Top Women In Business Mentor Award, and Top Beauty Salon Business Speaker Award. Charlotte's clients have gone on to be featured on Salon Magazine, ABC, NBC, FOX, Black Enterprise, Forbes, and more.