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This is Business, Nothing Personal

 
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Rumbera View Drop Down
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Post Options Post Options   Thanks (2) Thanks(2)   Quote Rumbera Quote  Post ReplyReply Direct Link To This Post Posted: Jan 18 2013 at 11:02am
I work with another local designer here who is always getting emotionally invested with his clients. His business has suffered because of this, he is always discouting his final bills, selling things at cost because the clients are sooo nice. He is super talented and has the cleintele to be make way more than he does but he lets the client in wayy to much at his expense.
 
When you start taking a hit or start reducing your billing because the client is nice then there is a problem.
 
 
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Rumbera View Drop Down
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Post Options Post Options   Thanks (2) Thanks(2)   Quote Rumbera Quote  Post ReplyReply Direct Link To This Post Posted: Jan 18 2013 at 11:05am
Originally posted by mzmee mzmee wrote:

To the business owners, managers or anyone that has access/interaction to regular customers or clients:
 
 
 
I'm on a few folk's bad side because I enforce my policies and refuse to make exceptions because of what they perceive to be a "friendship".
 
State your policies and procedures from the beginning and be clear throughout the entire process. If you require a deposit, make sure the collect it. If you require a signature make sure to get it, never deviate from your daily practices for one client. It will come back to bite you in the ass.


Edited by Rumbera - Jan 18 2013 at 11:05am
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mzmee View Drop Down
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Post Options Post Options   Thanks (0) Thanks(0)   Quote mzmee Quote  Post ReplyReply Direct Link To This Post Posted: Jan 18 2013 at 11:56am
Originally posted by goodm3 goodm3 wrote:

It depends.... 

1. Does this person have a business? Could you benefit from bartering? 

2. Are they a talker? Meaning is this someone that knows everybody? Word of Mouth is very powerful, and being friends with someone like that could be to your biggest advantage (and cheapest form of advertising). If this is case, I would definitely give them a little discount because they would bring more business my way. Im thinking something similar to a loyalty rewards program.

3. If they are just a leech....yeah cut them off. You are a business and that means you need to make a profit from your business.
The problem parents don't have businesses and there is no benefit from bartering.
 
Word mouth is basically how my clientele grows. With the problem parents the only thing they can say negative is I enforce my rules. I have parents that have clout and give me referrals or have helped me to receive certain credentials/grants because they know higher ups and they don't ask me to flex, bend or break rules. Hell they even give me an extra tip, bottle of wine or some other gift and talk about how underpaid I am.
 
So I'll say yes to #3. These parents don't get the concept of my closing times, payment due dates or sick policies.
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mzmee View Drop Down
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Post Options Post Options   Thanks (0) Thanks(0)   Quote mzmee Quote  Post ReplyReply Direct Link To This Post Posted: Jan 18 2013 at 12:00pm
I'm going to delete that. Hell that parent could be on BHM...LOL


Edited by mzmee - Jan 18 2013 at 12:12pm
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mzmee View Drop Down
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Post Options Post Options   Thanks (0) Thanks(0)   Quote mzmee Quote  Post ReplyReply Direct Link To This Post Posted: Jan 18 2013 at 12:03pm
Originally posted by Rumbera Rumbera wrote:

Originally posted by mzmee mzmee wrote:

To the business owners, managers or anyone that has access/interaction to regular customers or clients:
 
 
 
I'm on a few folk's bad side because I enforce my policies and refuse to make exceptions because of what they perceive to be a "friendship".
 
State your policies and procedures from the beginning and be clear throughout the entire process. If you require a deposit, make sure the collect it. If you require a signature make sure to get it, never deviate from your daily practices for one client. It will come back to bite you in the ass.
 
When I take on a client, there are two interviews. One where I meet the parent and child, do a tour, let the child get acclimated to my daycare environment and the like. I give the parent paperwork and they schedule a time to come back IF they are interested. The second interview we go over the COMPLETE contract.
 
I have family in the daycare business and volunteered for my cousin's and if you give a parent an inch, they'll take a football field. I state the policy, send reminders for repeat offenders and enforce it heavily. I've seen instances where one rule was let slide and the parent felt like they were entitled to all.
 
I can't do that at all.
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Post Options Post Options   Thanks (0) Thanks(0)   Quote mzmee Quote  Post ReplyReply Direct Link To This Post Posted: Jan 18 2013 at 12:05pm
Originally posted by Rumbera Rumbera wrote:

Originally posted by SamoneLenior SamoneLenior wrote:

Originally posted by Rumbera Rumbera wrote:

I never get close to client.
 
+ What goodm3 wrote


so how do keep them coming back?

like work, being nice and doing a good job aren't always enough

I'm not a business owner but I do know as a customer when an owner throws something my way without me asking for it or for example, gets to know my family and asks how they are doing, etc... I do want to do business with them more

again, not telling mz what to do just putting that out there
 
I get to know all of my clients. I'll ask them about their families and listen to their problems etc. But, to me that is not getting close to a client that is making them feel welcome and that I care. There are times that I genuinely care and other times it's just business.
 
 
This is similar to how I am. I get to know them and show genuine care and concern. That's totally different from getting close.
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Post Options Post Options   Thanks (1) Thanks(1)   Quote ThoughtCouture Quote  Post ReplyReply Direct Link To This Post Posted: Jan 18 2013 at 12:05pm
Originally posted by goodm3 goodm3 wrote:

Originally posted by ThoughtCouture ThoughtCouture wrote:

good points goodm3...but i would still prefer folks be upfront about their intentions.  don't try and be sneaky and pass off a "business agreement" as a friendship.  that would rub me the wrong way for sure...

it doesn't have to be sneaky... but before I posted I didn't know OP had a daycare business. Those type of businesses are (for the most part) built on word of mouth. So keeping parents happy and talking about you to other parents  in a positive light is always something to think about. 
 
i meant the part about passing themselves off as a "friend".  we don't have to be friends to help each other out business wise...
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Post Options Post Options   Thanks (2) Thanks(2)   Quote ThoughtCouture Quote  Post ReplyReply Direct Link To This Post Posted: Jan 18 2013 at 12:08pm
Originally posted by Rumbera Rumbera wrote:

 
I get to know all of my clients. I'll ask them about their families and listen to their problems etc. But, to me that is not getting close to a client that is making them feel welcome and that I care. There are times that I genuinely care and other times it's just business.
 
 
 
i agree...
 
when i had a business...i may care from a human aspect.  but that usually had nothing to do with whether i give a discount or not...
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Post Options Post Options   Thanks (1) Thanks(1)   Quote ThoughtCouture Quote  Post ReplyReply Direct Link To This Post Posted: Jan 18 2013 at 12:10pm
Originally posted by mzmee mzmee wrote:

Originally posted by goodm3 goodm3 wrote:

It depends.... 

1. Does this person have a business? Could you benefit from bartering? 

2. Are they a talker? Meaning is this someone that knows everybody? Word of Mouth is very powerful, and being friends with someone like that could be to your biggest advantage (and cheapest form of advertising). If this is case, I would definitely give them a little discount because they would bring more business my way. Im thinking something similar to a loyalty rewards program.

3. If they are just a leech....yeah cut them off. You are a business and that means you need to make a profit from your business.
The problem parents don't have businesses and there is no benefit from bartering.
 
Word mouth is basically how my clientele grows. With the problem parents the only thing they can say negative is I enforce my rules. I have parents that have clout and give me referrals or have helped me to receive certain credentials/grants because they know higher ups and they don't ask me to flex, bend or break rules. Hell they even give me an extra tip, bottle of wine or some other gift and talk about how underpaid I am.
 
So I'll say yes to #3. These parents don't get the concept of my closing times, payment due dates or sick policies.
 
i figured this...
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iSMILE13 View Drop Down
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Post Options Post Options   Thanks (1) Thanks(1)   Quote iSMILE13 Quote  Post ReplyReply Direct Link To This Post Posted: Jan 18 2013 at 12:21pm
Mzmee I think I like how you d business. The 2 interviews is a GREAT idea for the daycare business.

Edited by iSMILE13 - Jan 18 2013 at 12:21pm
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