3 Tips for Small Business Owners
I’d like to start by saying that I think most people have good intentions … AND at the same time, sometimes big feelings can outweigh logic and a person can lose sight of what they are trying to achieve or communicate.
I can confidently say that the majority of my interactions with clients are positive, constructive, engaging, respectful and honestly, joyful to participate in. I LOVE working with people to create peace in their spaces. I LOVE seeing people release old memories and belongings that no longer serve the current version of themselves.
However, there will be times when someone reacts negatively towards you or your business.
I approach every aspect of my life with compassion, integrity and kindness. Even with those principles, in business, I simply cannot appease everyone, nor is that my job. My purpose is to provide professional and helpful organizing services to my clients, without having to compromise my professional or personal boundaries.
Remember, we cannot control how anyone reacts to us, we can only control our own response.
While running my business, there have been moments when someone has become upset and lashed out with unkind words because I chose not to compromise my business contract for their benefit.
Let me be as clear as possible - business owners read this more than once:
You get to decide how you run your business.
You get to decide the terms of your services and how you navigate potential issues.
You get to set your professional boundaries. (This applies to every aspect of life: you get to decide your boundaries, and people who respect you will support your decisions.)
TIP #1
Create a service agreement or contract that makes it clear to your clients exactly what can be expected from you, your services and any other important factors.
I have a clear and concise 1-page service agreement on my website. When someone requests my services, they read the service agreement, fill out the form on my website and I follow up as soon as I’m able to. At the beginning of the form, there is a button that says “Read Service Agreement” and at the bottom of the form above the signature line, there is a sentence that states “By typing your first & last name below, you are agreeing to all terms & conditions of the Service Agreement.”
This process is simple and clear:
✓ Read the agreement.
✓ Fill out the form.
✓ Connect with me.
Sometimes people don’t read a contract or agreement ahead of time. I cannot control whether or not someone chooses to read the agreement before seeking my services. What I can control are the boundaries I set in place to safeguard my business, my time and my livelihood.
I have a late cancellation fee and a no refund policy. These terms are non-negotiable and are clearly stated in the agreement that is signed by all potential clients before we’ve even had a consultation.
TIP #2
Stick to your contract. Uphold your boundaries firmly, professionally and with kindness.
I’ll give you an example. A client wants a refund. I explain that I don’t issue refunds. They may become upset. I may apologize (once) and restate my policy, letting them know that their remaining organizing sessions are available to them for use anytime in the future. They may decide to lash out, use unkind words or insulting and gaslighting language.
Here we hit a nerve -
This is the moment that can make or break your decision to uphold your contract.
Should I just give them what they want?
What if they write me a negative review?
Maybe I did do something wrong?
NO. You did nothing wrong by sticking to your contract. By giving in to this person, you are undermining your own boundaries, thus confirming to the client that your boundaries are mere suggestions. It is fine for someone to be upset with you. Let them be upset, especially when you’ve attempted to professionally and compassionately mitigate their problem. If they are not willing to accept your attempted reconciliation, move on.
TIP #3
Do not continue messaging/texting someone who is negatively emotionally charged.
Respond to this person with professionalism, clarity and factuality once or twice. If you’ve made your point and the client keeps texting or insulting you, merely let the messages happen. Do not respond again. Do not allow that person to rile you. Do keep the messages just in case they decide to post an unwarranted negative review. Keeping records of less-than-ideal client encounters is just good sense.
_____
You determine how to run your business. Your contract and professional priorities may look different from mine, but it all comes down to how you choose to respond when faced with a difficult situation. However you run your business is your decision - be consistent, be professional, be compassionate and uphold your boundaries. Clients who respect those boundaries will find you.
Plus - the reality is that most people are lovely and will be thrilled to support your business and share that positive experience with others. It’s just so important to take care of yourself, as well as handling your amazing business. Good luck out there!
Until next time, happy tidying and have a wonderful spring season ♡
Declutter · Organize · Breathe