Let’s talk about that dreaded point where… you probably napped, or you’re out getting coffee with some friends and… oh shit, no! You just got pinged on Skype, your phone, or in your email being like, “Uh, hey, where are you?” from your favorite client. That sucks.
We’re going to talk about that today because that’s something that a lot of people don’t have an action plan for. It’s definitely going to happen to you if you’ve been online long enough. Everybody fucks up. There’s always a mistake that happens. Let’s talk about what happens when this happens to you, because it is the worst feeling in the world, and definitely counteracts that nap you just had. Definitely something that you do not want to do. Once the mistake has happened, we’re going to talk about how you can fix it.
First, what I want you to do is go and join the “Be Booked Out – 5 Day Challenge“. It’ll help you with other fuck ups like this that are bound to happen if you’ve been online for awhile. At the end of the day, you’re human. You are doing the best you can with what you’re doing. You need some help, especially with marketing.
Marketing is something that everybody needs, but not everyone is good at it. Get my marketing brain, helping your business out, and take this sweet, laugh-tastic (as I’ve heard) 5 day challenge. It’ll help you break through a lot of the stuff that’s stopping and cock-blocking you get from getting clients. That’s really not great- let’s fix it. Sign up by going to the link, bebookedout.com/challenge, and let’s get you back into getting more clients, and getting booked out in advance. Life is so much better when you’re booked out in advance.
This is one of the things that happens. You’re booked out, you’ve got clients, you’re ready to go. You’re loving life, you can take time off… Then either your calendar fucks up, or you fuck up, and you miss your client call. It is the worst feeling in the fucking world. I have done it, and I have to tell you, I would rather be punched in the stomach. It is a horrible thing to feel like you have let your client down, and now they hate you. Or they feel like you’re unprofessional. Or you’ve lost their trust. Losing their trust as a client is a horrible feeling, and is not something somebody wants to do. Let’s talk a bit about that.
First off the thing that I want you to think about is, what a client thinks when you miss your meeting with them, okay? It’s important for you to think about it from their perspective. It’s going to help you calm yourself down, cause you’re probably going in circles. When a client thinks you’ve missed your meeting with them- and this is just one meeting. If you keep missing your meetings, yeah, you are fucking up big time. If you have missed one meeting with them and you have consistently shown up for all the other meetings, they’re probably like, “Did I schedule this for the right time?” Or, “Oh, I wonder if her calendar fucked up.” They’re not going to immediately assume that you are a horrible human being, and they made a massive mistake hiring you. They’re probably going to think, “Oh, huh. Something must have gone wrong. I hope they’re okay. Maybe they might be in an accident, and that’s not great.”
Your clients are not monsters, especially if you’ve done your marketing right. They’re normal human beings who understand that shit happens. Now, they’re going to hit you up and be like, “Oh, what happened there?” That’s totally normal. That’s what they should be doing. What I want you to think about is, at the end of the day your client just hit you up and say, “Hey, weren’t we supposed to have a call today?” – That’s awesome that they’re a clear communicator, and that they are hitting you up, and making sure that you are there. They’re excited to work with you. They really want to work with you, and they are excited to get started, or keep working with you. Don’t worry. First off, the sky is not falling.
What I want you to say to fix it, to make sure that your clients relationship is solved, is to basically say, “Hey, I’m really sorry. I thought I had this in my calendar, but it’s not showing my calendar.” Or, “I had this, and I just had a brain fart. I’m so sorry. Let’s book it for an hour from now,” if you can fit them in an hour from now. Or, “Tomorrow at the same time.” Making them a top priority in your list of to-do’s is how you can make it better for them. If you are just like, “Oh shit, okay. Well, I can’t talk to you until a week from now,” then that’s not good ’cause you’re the one who fucked up. Make sure to move them onto your priority list and move things around so that you can talk to them as soon as possible, okay? That’s very, very important. If you are having an emergency, you should definitely have a procedure in place, or a “What do you do if things go wrong, or if you get sick, or if you get in an accident,” in place.
At the end of the day, this is just a normal human error where you fucked up. Just apologize, admit you’re wrong. Then say, “Hey, you know what?” Either send them some sort of gift card, say, “Thanks for your patience, I’m so sorry about my mess up today.” Or, give them another session. If you’re a coach, this is a great way for people to feel like you are on their side, and that you have their back for their success. Be like, “Hey, I missed our session, I’m so sorry about that. Here’s another 30 minute session for you to use in the future whenever you’d like. Just book it through my calendar,” and give them the link.
There’s a really good way for you to actually make this a point where people love your business more. At the end of the day, most people think a business gains loyalty or following from people because they do the right thing at the right time, and they’re always right, and always perfect. Actually what makes people love you more is when you fuck up, you admit it, and you do the right thing. That means that they know they can trust you, even in times where you fuck up, or they fuck up, to hold yourself to a standard that most people don’t.
A lot of the time what you want to do is just admit that you have made a mistake, fix it, and make them a first priority in your to-do list. By doing that and saying, “Hey, I’m really sorry. You’re right, we do have it right now. I made a mistake. I can get back to my computer in an hour, does that work for you? Otherwise when I’m back I’ll find you a sooner time, a nearer time, a future time that will allow us to get back together and work on this.”
Definitely, definitely, definitely make sure that you admit your mistake, cause building relationships is based on someone being able to admit their mistakes and move forward, and offer a solution. Present the solution as well and say, “Hey, how about right now? How about an hour from now?” At least they know that you are going to make it right, and that they don’t have to worry about it, or have a big discussion with you about how that was inappropriate. They want this. At the end of the day the clients just want you looking out for their best interest, and that’s a good way for you to do it.
Now, once you’ve done that and you’ve fixed the relationship, you have to fix the machine which is your business. Systems and processes… not my creative jam. I’m more of a marketing person. This is not where I excel. If something goes wrong and something breaks; a client is unhappy, you have fucked up, you need to take a look at how your business and your brain back-end is setup so that it never happens again- unless you get stuck in an avalanche. I hope not, but you like to ski, so maybe it will. What we want to do is take a look at what your policies are in your contract when the client signs on. What happens if you do miss the call, versus the client missing the call? A lot of the time those contracts will only focus on what happens if a client fucks up, not if you fuck up.
It’s really good and it helps clients to actually relax a lot if they know what happens if you make a mistake as well, so that they understand that it’s no big deal. If you miss a client call, what is the consequence for you, and what is the consequence for the client if they miss a client call? That’s really good for you to put into your contract so that they’re aware, and that you’re a clear communicator. Things like they might get $50 back, or you might give them an extra session, or it might just be something where you’re like, “I’m sorry. If I miss this session, I’ll make sure to reschedule it as soon as possible in my calendar.”
These are things that you want to make sure are clearly communicated with your clients in advance so that they know what to do, and what to expect when this stuff happens. For them it’s stressful as well. They’re like, “Uh, did I miss it? I’m not going to be able to reschedule it,” et cetera, et cetera, et cetera. Create a template. If you fuck up, create a fuck up template. Basically say, “This is what happens when I miss a call. This is what I’m going to do.” If a client misses, you can do the same thing for a client missing a call. You can do it for basically all of the things in your business. What I recommend is doing it for the ones that are the hardest to write. Right now, when you are not stressed out, when you’re not feeling horrible and guilty, and willing to give away your first born puppy. What is like a reasonable, understandable way for you to write it? If you write these templates in a moment of desperation, or a moment of feeling like shit, what you’re going to do is create a template that actually puts you in a worse position. It’s going to be a giveaway like, “I’ll give you five free sessions.” Because you just want to make yourself feel better, and make your client feel like you value them. Or you might come off as snotty or a dick. Not great. You’re the one who made a mess up. A lot of times people get defensive being beat up about it, but you did, so own it, eat it, make it better.
What we want to do is say, “Okay, what’s the template I’m going to send if I fuck up?” Just having a quick template where it’s like, “Hey you’re right, I’m so sorry. This is what I want you to know. This is what’s going to happen now. We can go and talk in an hour. This is what’s going to do there. Again, I’m really sorry about this. I really value you as a client, I just made a mistake. I’m so sorry.” People usually feel fine about that.
If you have, and it does happen, that you have a massive douche bag client. Your marketing bouncer didn’t make sure that they gave them a pass to get into the club… not great, you’ve gotta change your bouncer. You might have a douche bag client who’s like, “I want to turn this all off. I want to just burn this shit down to the ground. I don’t want to work with you anymore.” That is possible. That sucks, you probably need the money and that’s why you let the douche in anyways. What I would say is, just let it happen, okay? I know you want them to be there, but find a way for you to be treated fairly. You made a mistake, it’s not the end of the world. Your client really shouldn’t be ending the relationship because you missed one meeting, unless it was front of their people or their clients, then it’s a big deal. Still even then, people make mistakes and businesses are built on relationships. If they’re willing to burn it all to the fucking ground because of one mistake, then you need to get out of there anyways.
You really need to make sure that you have this stuff set up in worst case scenario. Honestly, I think if the worst case scenario happens, I’m setup so that I don’t have to worry about this. When everything’s going well I usually don’t create a template, right? When you have things that are going to potentially happen in worst case scenarios, it’s really good just to have this pre-written when you’re in a good frame of mind, and it’s not pressured. Be like, “Okay, what would be fair for my client? What’s fair for me? How do I make sure that they feel appreciated and valued without giving away all of my business to them, without giving them 50% of my business because I feel bad, and I want to feel better pretty quick.”
The last thing is, what the fuck, why didn’t you make it? Was it because you forgot, in which case you need more reminders? Was it because you were sick? Was it because your calendar didn’t work? You’ve gotta fix it, okay? So fix that shit. That fixing the shit happens after you’ve taken care of the client. You’ve taken care of the process, and then you fix the tool. Your calendar is something that only works well if you’ve set it up well. Why did it break? Why didn’t you make it on time? Do an analysis of why that shit went bad, or what got broken. That way when you are going back to it again, you know that you are covered, and you don’t need to worry about it.
It’s really actually great that your processes break, because when something breaks in your business, it’s a really great opportunity for you to learn, evolve, and grow. Basically if you are not breaking it, you’re probably not getting enough clients in, and you’re probably not taking enough risks, and pushing yourself out there. It’s not so bad, it’s actually a good point where you can learn a lot.
Again, what about if you’re sick? You miss a client cause because you’re sick. It’s a little bit different, right? It’s not really a mistake, you’re just really fucking … You’re sick. You’ve got the flu, you’ve got the bubonic plague. Whatever you got, it’s pretty horrible. What I would recommend for this is to put all your clients on a newsletter list. If you have Active Campaign, Convert Kit, whatever, pop your current one to one clients who are scheduling sessions. Satori does this where it will allow you to put people on a certain mailing list so that you don’t need to worry about updating it all the time. Then when you are sick, send them out a standard template email where you’re like, “Hey, I’m sick. I’m so sorry. I won’t be able to make sessions for the next three days. Reschedule your session here, and I’ll see you in a few days time.” The other thing you can do is just be like, “Hey, I’m not going to be able to make it for three days. Once I get back into the office I will totally take care of all this and let you know.” Basically by communicating with your clients in advance, they appreciate that. When you’re sick, it’s usually best when they don’t expect long lead time. It’s 12 to 24 hours max. Letting your clients know that is really great, and they’ll totally appreciate it. They’ll definitely be on your side because nobody likes to be sick.
What I really want you to do is make sure that when things go wrong in your business, do not freak. This shit happens to everybody. Everybody has fucked up somehow. What I want you to do is definitely make sure that you have your check on your side, okay? That you have your contract clearly explaining what happens when you fuck up. I would definitely make sure that you write those forms/templates/emails now so that you do not give away all of your possessions because you feel bad, and you want people to feel better, and you don’t feel like you’re a professional anymore. Feelings fuck up things for your business. What I want you to do is take that out of the equation right now and go fix it, alright? Do me a favor. You’ve probably got a little anxiety. Go check your calendar right now. Where are you supposed to be?
I am Halley Gray from Evolve and Succeed, and this has been Braless On Couch. Make sure to join the Be Booked Out Challenge. It is going right now. You can signup right away, and it’s over at bebookedout.com/challenge. It’s basically five days of me emailing you saying, “Hey, is this broken? Hey, here’s how you fix it.” Go ahead and join. I will teach you the five common mistakes people are making right now that you can fix so you have multiple clients booked in advance.