Say YES!

Yes, yes, yes again. Imagine if all our questions were answered with an affirmative "Yes". Oh, the questions we would ask!
How often do you find yourself in a long arduous conversation that eventually ends with you begrudgingly relenting to the customers wishes. Imagine the power of saying "yes". No argument, no stress, the surprised look on the customers face.
Having "Yes" at the ready gives you the greatest advantage. It is a path of no resistance and lets the conversation flow easily. Everyone likes to hear "Yes"
Well, there are exceptions. "Do you have to give me a ticket?" and"Do these pants make me look fat." Otherwise "yes" is music to our ears.

"Yes" can come in the form of a question: "How can I make this right for you?" "What can we do to make this situation better?" and "What would be the best solution for you?"
Even better it can come with an exclamation point "Absolutely!", "Of Course!" and "I would love to!"

The best approach to someone who has come in ready for a confrontation is to deflate it by giving them the exact opposite of what they were expecting. "Their way". If you can manage it give them "Their way"plus a bonus of some type. This is just the icing on the surprise cake that they are now enjoying. Well done!

Introducing the Telephone!

Yes, you too, can be the proud owner of this modern day leap into the future but beware: The phone can turn on you and make you an innocent victim of a widespread virus, "Telephonetiquetteceases" This affliction turns even the wisest and most endearing people into poor representations of themselves.
Though you can't be seen as you answer the telephone, or "phone" as the most literate call it, people can still receive a feeling from you. If you are terse and hurried, people will understand that you don't have time for them. Understandably the person or persons that call your establishment for the first time and receive this sort of treatment will, regrettably, call someone else.

If you really are hurried and have other matters to attend to when that phone rings. Answer politely and ask them if you may have their "phone number". Then tell them you will be happy to call them back at your first available moment. They will understand how busy you are and be pleased that you want to give them your undivided attention.
Many will say that having a machine answer the phone is a better solution. This may be more convenient for you, the phone owner, but for the person calling it can confuse them into thinking that you may be closed, out of business or just ignoring them. Even the time tested "We are with another customer" leaves the caller guessing as to what you are actually doing and in this day of competition for the mighty dollar leaving your potential customers confused, morphs them into someone else's customer. So, if you are there, answer your phone. Within three rings is a good guideline.

Your focus, as you answer the phone, must be as if the person on the other end of that line is right in front of you. Smile as you answer it's telltale ring. Be upbeat and happy they have called. Engage them in witty banter and ask them how they are doing today. Inquire as to the nature of their call and then provide not just adequate information but information that will invite them to want to visit your establishment. Tell them about events and items of interest which they may not have known about.

Then when the conversation is coming to a close. Provide them with the opportunity to ask any other questions they might have. Invite them to have a wonderful day and tell them you hope to see them at your business in the near future. Bid them a pleasant farewell and place the receiver back on it receptacle.

Adhering to these simple steps will keep your phone ringing.

I love a good story.

The incredible building you see before you houses Brushstrokes studio in Berkeley, CA. Yes the entire building is the studio. I was recently afforded the opportunity to talk to her and her staff about the importance of the "buzz" about a place of business. (Thank you Jessica)
I once heard that "the only thing worse than people talking bad about you, is people not talking about you at all." Though I am not sure I buy into that hook, line and sinker. I do think that it is very important to give an extraordinary experience to your patrons. This insures they will tell an extraordinary story about you to anyone who will listen.

Satisfactory isn't enough. When we were in grade school C was "satisfactory" I know that nobody would like their place of business graded as a C. That being said, if someone is just "satisfied" that will be the grade you get. It won't really occur to them to talk about you at all. UGH!
What do we do to change that? Well, I really want the general public to hear good stories about you so let's focus on that. Maybe we'll talk about bad stories later with a crackling campfire and smores.
If you are in your place of business can you find that unique aspect that people talk about? Something that everyone wants to see or show off when they come in. It might even be your bathroom. If you don't have one, get one.-I don't mean the bathroom, though if you don't have one of those I hereby recommend that too.- I mean have something that is unique, interesting, weird or fantastic that people gravitate towards and show their friends. It creates buzz and is interesting to talk about when people leave. (I used to go to a store called "Earthsongs" when I was a kid. It always smelled like Orange Spice tea and had a 7 foot, long-legged frog on a swing hanging from the ceiling. I obviously still remember it to this day.) That type of magnet is irresistible and gets people through your doors.
Give incredible service above and beyond what is considered everyday service. Good enough isn't good enough. Impeccable is your goal! Do the extras. Pay attention to the customer. Invite them into your magical world and treat them as friends. People will remember that type of service.
Make every single thing you do extraordinary, pay attention to the fine details. . Make sure people remember you and your business. The General Public, as an entity, is an incredible marketing machine.
People love to tell a good story. What will the story about you be?

Location, location, location

Can you guess where this sign was strategically placed?

You guessed it, on the back of the door to the Men's restroom of course. The red ink on the quote is especially pertinent. I know it made me think twice.
Signs are great, even helpful but make sure they actually apply to the people to whom you are directing them.

Opportunity lost (part 2)

I received the following letter:

"Mr. Richard Morse:

I apologize for your experience here, at the Lincoln XXXXXXXXX location.

I unfortunately, was not supplied with the date and time of your recent visit to our store, nor the description of the associate / manager that you spoke with during your visit, however, I will investigate to determine who was responsible for the poor customer service you experienced. In addition I will be using this episode as a training opportunity for my entire team as to how to handle a simple customer request and as to what the expectations are going forward in order to exceed our customers expectations, every day, every time. It is my hope that you will find it in your good graces to give us another opportunity to serve you.

Once again, I do apologize for your experience. As you stated in your email customers are important, whether in good economic conditions, or bad, we want everyone that walks into our store to feel welcomed and valued.

If you would like to further discuss this incident or any other concerns please feel free to reach out to me.

Sincerely,

XXXXXXXXX"

It's a brush off, no fix letter but polite enough. What would have been better?

This situation is really about the story isn't it. In all the places we visit we are either given a story to tell or the place just becomes forgettable. I have a story about the aforementioned establishment. Though it isn't a very good story and mostly it's laced with negative connotation. A business should leave you with an incredible story to tell. Something uplifting and inspiring to share with your friends. If they do that they have won your business. Whether it be great customer service or a wonderful atmosphere. An incredible demonstration or even just being the most friendly people on Earth. All these stories have something in common. A reason to return.

What story are you giving people to tell?

Opportunity lost.

An interesting thing happened to me while trying to redeem a coupon. I should say in advance that the impetus of going to this retailer was the coupon itself. It promised $15.00 off with the purchase of $50.00. I just so happened to need a $50.00 item from this store. Yay me!
So first thing, this was an e-mailed coupon, which I proceeded to print out incorrectly. I printed the front page thinking it was the coupon. Wrong, in reality I should have clicked through to the actual coupon. (fingery air quotes around actual.) I take responsibility for this mistake, my bad.
I show up at the store with the worthless piece of paper I have printed out and am immediately told that this is not the actual coupon and I will have to leave get the coupon and return. I believe the word "seriously!" may have slipped out of my mouth but ultimately I may have been a little impolite. I asked might it be possible to just do an override so that I wouldn't have to drive home and reprint. Nope "a coupon is a coupon." I wonder if that is in the policy manual? As I left I was also told that if I hadn't copped such an attitude that she would have done an override but she wouldn't now. She showed me.
I leave and feeling very clever I go to a nearby hotel which has a PC in the lobby. I figure I will print the coupon there and go right back, no problem. Problem, the printer didn't cooperate and when I went to try again I had "exceeded the amount of times I was allowed to print" said coupon. Perfect!
Two lessons learned here.
One as a consumer: Try to eat lunch before trying to use a coupon that isn't a coupon. You may be more able to use charm and guile rather than be an starved, angry troll.

Two for the retailer: A coupons sole purpose is to bring the consumer into the store. Once you have the consumer there don't send them away with a spiteful barb. Use this opportunity to make a lifelong customer, fix their issue for them. They aren't incredibly likely to return and they will probably write a really extensive detail laiden e-mail to your stores HQ...to be cont'd.

The things you will find on Youtube

I really haven't taken full advantage of youtube.com and all that it can bring to the proverbial table. It can be a great tool for you and your studio. From showing what parties are like to just doing a visual tour of your studio. Look what I found from my near past.

Great Benefit for CCSA members.

Rarely does a benefit come along that can actually immediately change your bottom line. Go to CCSAonline.com and sign in. Click the Managing button and take a look at the retail connect card from OfficeMax. Incredible copy prices and discounts off of your supplies. It is an incredible deal. Enjoy! You can even use the card online and have the supplies delivered.
www.officemax.com

Fun=Change!

Fun can make all the difference when it comes to changing people's outlook. Make everything you do more fun and people will want to get involved and have fun too.

Catching yourself during the Fall.

  The quiet of Fall is always a strange time. It is almost as if all the people that had been plentiful in the summer have vanished. Fear not they will return. The great thing is that you now have the time to give your studio the updating and deep cleaning it needs before the holiday rush. A quick list. I am sure you have one already .

• Make those piles of things disappear.
• Reorganize all the stilts and pillars. Remember to keep those stilt tips sharp.
• Check your kilns. Are they ready? Thermocouples are a great thing to replace right now. 
• Check the nooks and crannies of your party and kids areas. Weird how frosting ends up in the strangest places.
• Re-merchandise. Try new and interesting displays. Make it interesting to look at and people will want to look.
• Get yourself a couple of new books for your library area.
• Now is the time to get those holiday demos completed. 
• Even a new coat of paint on those areas that get most worn isn't out of order.

Find those things that are a thorn in your side and fix them. Your studio will appreciate it. Plus everyone always feels better after a new coat of paint. Am I right?

"Hey look the sun came up, again."

Hi-
I have decided to resume "Unloading the kiln in my mind". I also decided to leave the previous posts rather than delete and start over. It has been quite a while since I posted to this blog but it seems my attitude is about the same. So feel free to dive into the past there.
This new version with the same name will be my thoughts and musings for the CCSA but also answers to your questions and photos of interesting studios and events that I may come across. If I visit your studio be sure I will be taking pictures and using them here. I am always happy to have you comment on this blog and please feel free to contact me too. Thanks and put your sunscreen on, it looks like another beautiful day.