customers Archives - Tara Swiger

customers

270: Stop Seeking Approval (rebroadcast)

In today's rebroadcast I'm sharing why (and some tips on how) to stop seeking approval so that you can build a great business. You can find the original episode here.

Here’s a dichotomy: You want to listen to your customers and your audience, to give them what they want, to create an awesome business. But yet, needing their approval has you frozen or afraid or feeling kinda needy. How do you balance this?

In the last week of 2017, I did a live video about the lessons I learned in 2017. It was very honest, very vulnerable and one of the lessons I shared REALLY resonated with a lot of viewers, so I wanted to explore it deeper with you. The lesson I learned in 2017: I am not here for your approval.

Whoa! How do you feel when I say that? Do you feel defensive? Upset? I’ve found that some people just nod along, “Yeah, duh Tara.” And others go: “WAIT A MINUTE! BUT I’M A CUSTOMER (or listener).”

Your reaction is super useful! Not for me (because this is all about me trying to unhook from your reactions to my work) – but for YOU. How you react to other people needing approval can help you explore how you feel about needing other people’s approval.

So before we go further, stop and think: Do I think I need my audience (or client’s) approval? Do I think I owe them something more than just the product?

Either answer is ok! Write down your answer and just set it aside for now – this may be a lesson you need to learn, or it may not.

One of the things that keeps coming up when I chat about this with y’all is: Yeah, ok, I know I need to not seek outside approval (for my own mental health!)…but: aren’t I supposed to care about making my customers delighted? Isn’t that what you teach, when you talk about Right People and listening to them?

Yes! Exactly! This is exactly what I’ve struggled with over the years. The dichotomy is this: I am here to serve you. And yet to do that sustainably (ie, not get burnt out + to create new, useful stuff that only I can create) I need to not be hooked into your approving (or not approving).

So let’s break this down:

I am here to serve you: When you think about your audience, it’s important that you’re focused on your RIGHT people – the people who truly want and need the thing you offer. So you are NOT here to serve your family members who “don’t get it”. You’re not here to serve the other people who do what you do. And you’re not even here to serve ALL the people who like what you do. For example, ever since I started doing this 8 years ago, I’ve been working with makers who have already STARTED their biz. So if you are a maker who doesn’t know what you wanna do yet – My products and my biz isn’t really built to support you. Can you get a lot out of my podcast? According to you: absolutely! But am I going to offer products for you? Not really!

Recently, I started talking more about mental health and wellness and self-care. If you’re a person who just wants the super-measurable profitability stuff….I’m probably not the person who is going to most serve you. Are you going to enjoy some of my stuff: absolutely! Are you going to be happy with everything I do? Probably not!

When I talk about listening to your audience, it helps to PRIORITIZE people’s feedback.

Your Customers, re: the product they bought. I listen 100% to my customers about the product they purchased. If you’re in the Starship and you want me to create a directory of SS captains (a real request I just got) – I will do it.
Your paying customers re: the next things you make FOR THEM. (Not everything you do!)
The people who follow you and encourage you – this is where it gets tricky. If they aren’t paying for your product, you can ask them what you could change to make it appeal, but you can’t make biz decisions based on them because guess what? They might NEVER buy!

So! It’s possible to listen to your people and YET, not hook your self-worth or your decision making into seeking their approval. HOW?

You make decisions on two levels:

Macro: big picture, like the overall direction you’re going, your mission, the TYPE of biz you wanna have.
Micro: the daily decisions you make, the way you word your marketing, the topics I cover on the podcast.

So for the Macro: do you

For the Micro: listen in. Write your marketing copy using the words your customers use. Take pictures from the angles they respond to. Post more content on IG that they enjoy! Answer their actual questions on your sales page.

The other way of saying it is in the process of creating and doing something: START WITH YOU. Decide what you want, no matter outside opinion.

THAT is your filter, that is your standards.

When you listen to your audience, filter it through your own decisions for what you wanna do. For example, if you want me to change the macro of my business (for example), not work with doTERRA to share essential oils anymore. Well, that’s a macro decision, so I need to make it. But if you want me to hold a webinar about how to use oils for goal-setting, there you go! That’s a micro – it passes through my filter and is easy for me to do.

And finally, if you’ve made a decision and your audience doesn’t like it: Stop listening. Especially to negative feedback. Often, it doesn’t even need a response. Just delete the email, especially if it’s in any way un-constructive. If it is genuine and they’re trying to be helpful, you can simply say “thank you”. And if they seem to want more from you – like they want you to admit that they’re right and you should do what they say, I have literally replied “I’m not looking for your approval.” I very much wanted to explain my hierarchy of who I listen to…but what’s the point?

But I want to talk about this because I know a lot of you WORRY about it – far more of you worry about it than have actually experienced it. And I want you to know: I have worried about it FAR MORE than I’ve ever experienced it. To prepare for this, I listed out every negative “I wish you wouldn’t do that” email I’ve gotten this year (because you know every one is burned in my memory) and you know how many it was? 4. I added a whole new income stream, one in a biz model that has a negative reputation (because other companies in the industry are predatory)…and I speak to 4-5k people every week and I got 4 negative emails. That’s 1/1000. That’s .1%. Isn’t that crazy? So many of make decisions to avoid conflict with 0.1%

The fact of the matter is – you’re worried about the disapproval you’re never going to receive. It’s holding you back (it’s holding us all back). So this year, in 2018, I want you to shine that light. I want you to make those big decisions, I want you to go in the direction of your dreams. I want you to create a business that delights it’s customers but is not reliant on outside approval, because you trust YOURSELF.

Why are you looking for their approval anyway? What's your hierarchy of people who listen to?

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How to listen

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You can listen to it using the player above or download it.
Subscribe or listen via Stitcher (or subscribe in whatever you use for podcasts – just search “Explore Your Enthusiasm” and it should pop up!).

Find all the podcast episodes here.

Creating a path of connection to customers

createcustomerpath

Wow! Tuesday's post about creating a path of connection really touched on something, prompting emails + tweets from so many of you!

We're all searching for a rhythm to interacting with our community, one that is sustainable for both sides, one that feels generous and friendly and doable. After spending the first months (or years!) of your business searching desperately to find your people, it take s a conscious shift to move into serving your people – through your marketing and making – to stop pushing so hard and start looking around and talking with who's there already.

But take note! Even if you're in the very beginning stages of finding your People, you still need to think through the customer path, so that every new person who discovers you knows what to do next. This is part of the system you want in place as you begin to reach out to new customers.

Now that we have a path to bring interested readers closer, let's talk about what happens after they commit to us, after they become a customer. The path doesn't stop here, at the door of The Purchase, it can keep going deeper and deeper into your community. In other words, each of your products or services can act as a different part of the path – each one can deepen a relationship with your customer.

Like I said before, every path will look different. Even if you sell products online and never interact in the physical space of your customers, you can still create a path. Even if you only do craft shows in person, you can still create a path.

Here are some things to keep in mind as you lay your path

Make it easy to start on the customer path. Have something available for the taste-tester. If I'm on your newsletter and open all your emails and am a fan of your work — how can I first support you? If you're an artist – do you have affordable prints (or even notecards?) If you're a teacher, do you have a book or PDF or email series?For some of your people, this will be the end of the path (even if they love you), but for others this will reassure them that they want to continue on the path with you, into bigger commitments.

The more time or money commitment required by your product or service, the farther down the path it is. Offer this deeper commitment to people who have already invested in the relationship.

If you make products, it may seem difficult to come up with further parts of the path. Brainstorm ideas that would either give the buyer more of your products over time, more of your personal time and attention, or a special access to treasured, limited editions.

Guard your path. It's easy to think we should offer everything we have to everyone who finds us – but this doesn't serve you or them. It confuses a first-time buyer (or scares them off), and it throws your precious time into the hands of strangers. Instead, offer your deepest options to those already on the path – past customers, long-time readers, customers-who-have-become friends.

This isn't about keeping the wrong people out, this is about keeping your Right People engaged and interested. A clear path helps you and the customer know what to do next.

Make it obvious. And then even more obvious. Don't rely on your biggest fans to find your other offers, show it them clearly and with love. Make it perfectly obvious what they should do next if they want to enjoy even more of your work.

What's your customer path look like? How do your products guide a reader into becoming a more invested buyer?

May 2014 Update: Craft your Customer Path with the new class! Register here!

Rob + Sam are crafting a (photography) business

This is the third in a series of interviews with smart people who are crafting a business. Part friendly chat, part case-study, all helpfulness!
If you know someone I should interview (even you!) let me know.

Today I'm talking to my friend Rob, who has the dubious honor of being the first of these interviewees that I knew pre-Blonde Chicken Boutique. In the 6 years I've known him, he married the gorgeous Sam (who I taught to knit!), made an adorable baby (see below) + grew a photographry business.

How'd you get started in photography?

I have liked photography as far back as I can remember. I always like learning a new skill, even if I don't pursue it beyond learning the basics, and both my grandfathers were amateur photographers.

My father is a bit of a photographer, and so when my sister was old enough to start learning photography she took his camera. And he eventually bought a newer, slightly nicer camera. Once I was old enough to start really experimenting with photography I took over that camera. No doubt, in a few years my son will have his eyes on my camera.

For me, it was the first form of art where what I produced matched or approached what I had imagined. My drawings, and later my prints and sculptures, rarely end how I hoped when I started.

What led you to start the business?

I never planned on photography as business.

Photographers become known for their style and themes, and I had a hard time imagining my path to success would be a nationwide fame for documenting my parents' back yard.

My mother is a ceramic artist, and we went to a lot of craft shows. In my mind, craft show photography and gallery photography were my two choices.
Service photography, I hadn't thought about. Later I would consider
journalism, portraiture, studio, and event photography, but that all
came after my first professional work.

How it really began…

One day, I go over to my friend Westen's house. Right after I arrive,
I overhear her mother say,

“It's ok, Rob will take care of it.”
“Hey Westen, what am I going to take care of?”
“Rob, you might be a little annoyed.”
“Why don't you tell me while I make a sandwich.”

A delicious sandwichis very calming, so I started making a sandwich.

“You're going to be my wedding photographer.”
“Westen… there are normally steps, like, ‘Hey Rob, guess what, I'm
engaged' and then maybe a ‘Hey Rob, can you do my wedding photography?' and so I feel like me overhearing you already telling people I'm the photographer is kind of doing it wrong.”
“But that's not what I did. So now you're my photographer.”
“Okay then.”

And from then on I was a professional wedding photographer.

How has your business changed through the years?

What's changed the most, and continues to change, is the amount of not-photography that my wife and I do as part of the business.

We had a very unique business model for our location when we started. Sam
was my just girlfriend at the time of the first wedding, but I realized I was in over my head, and needed a partner to help me through. So we always shoot a wedding with two photographers. Not a photographer and an assistant, but two full photographers.

And does that make you different from most wedding photographers?

When we moved to Madison, what made us unique in Dayton (2 photographers) made us part of a regular subset of wedding photographers: husband and wife teams. So
as I started to realize how much more competition we had, I wondered
what would make us stand out now.

What makes us stand out from photographers in the sames groups? It's our experience, and how we share it with the customer. As we learn from each wedding, we are able to share with our customers what we've learned about making the day go smoothly.

We share so much information with our customers, starting right at our
first meeting. We make sure that we're the right fit for the customer. As much as we would like everyone to hire us, we have a specific service we offer, and it's not right for everyone. It's better to make sure you really are the customer's ideal, than to have a large base of unsatisfied customers.

We start fishing out what the customers' are looking for, and giving back to them a sense of how we will be able to meet their needs. There's a balance that every artist who offers a service has to strike, between flexibility and sticking to who you are. There are services we will never offer, because that's not who we are, and there services we will do by request only.

Right away we make ourselves clear on who we are, and what we can do for you. But then we start asking questions about the plan for the whole of the day, and that's when we really start sharing our non-photography part of the business. Often our questions are met with “I don't know” and “We haven't talked about that” or “I didn't even know that happened.”

Sam and I have coached couples through cutting the cake. We've trained ushers. We've been the phone line from the girls getting ready to the guys getting ready. I often teach the guys how cuff-links work. For eight hours, we work with the couple, we work with the videographer, we work with the mc, we work with the officiant. We become part of the day. And that knowledge and involvement, grows a little with every wedding.

What has changed about the way you look at your craft, now that it's also a business?

Photography really appeals to me, not in spite of being a business,
but because of being a business.

I am able to earn part of my living capturing moments.

Especially with weddings, Sam and I are able to share scenes from a day to audiences who have personal connection to the images. The bride and groom get to see what the other was up before the ceremony. Family get to see pictures of three or four generations of relatives all interacting. Invited guests who were unable to attend can watch the story of the day. We, as photographers, effect how the day will be remembered in the years to come, and that's an amazing feeling.

Isn't that delightful?

You can find more about Rob + Sam (along with even more of their gorgeous photos at their website or hang out with them on their Facebook page.

My favorite bits of Rob-wisdom:

“There's a balance that every artist who offers a service has to strike, between flexibility and sticking to who you are. There are services we will never offer, because that's not who we are.”
“It's better to make sure you are their ideal, than to have a large base of unsatisfied customers.”
“A delicious sandwich is very calming.”

You see? It's all about Right People!

Finding your People starts with paying attention to what you do + don't want to do and making sure you don't take on any clients that expect something else from you.

How do YOU make sure you are working with only your Right People?
Tell us in the comments!

Good Shtuff: Love Edition

Good Shtuff is a weekly(ish) snippet of the stuff I’m reading, listening to or watching.

This week, it's all about the love.

Love in your mailbox

The completely brilliant (and funny!) Amy is offering to send US Love Notes for HER birthday. Whether you need a little cheering or a whole year of Love, check out her Love Notes.
She's @AmysNotDeadYet on Twitter.

Love in a circle

Today is the first day Leonie's Circle and I am SO excited. Even if the word “goddess” freaks you out, click through to watch the darling baby Ostara (+ puppies!) in the adorable opening video.
She's @GoddessLeonie on Twitter

Love in MY mailbox

This week I got a beautiful card from Retinal Perspective photographer, Elizabeth Halt.

Retinal Perspective Card
Sigh.
It made my day. Not only was the card absolutely stunning, but she had written the sweetest note in it. It made me remember how much I love getting (and sending) mail, so I'm determined to bring it back. Join me in the letter-writing love by getting your cards here. *
She's @ElizabethHalt on Twitter.

Love your story

Amna believes “we write our futures into being, and write our pasts into peace.”
Man, just that one sentence clinched it for me. Her writing workshop (for working on your personal story) looks completely amazing. I've worked with Amna and her style is direct, yet gentle, and so insightful you'll hang up thinking “wha? How did that even happen?” (in a totally clarifying way).
She's @AmnaAhmad on Twitter.

Love your people

I love my people (um, that'd be you) but I could always love you better. LaVonne Ellis is challenging me (and you) to do just that in her Customer Love challenge.
If your business is new or has hit a plateau, you need this. Jump-start the flow by turning up the love.
She's @LaVonneEllis on Twitter.

Love your business

I'm closing the CraftyBiz Kitchen this afternoon (around 3pm ET or whenever my last IdeaStorming session ends). Wanna know why? Experimentation! (For a full explanation, read this.)
If you're thinking about taking the Newsletter classes, you can get them both + lots of extras for just $40 in the Kitchen.
Oh, and I'm @blondechicken on Twitter.

What's the Love-y stuff you've found (or written) this week? Share it in the comments!

*Looking for someone to send a card to? Pick me! DM or email me and I'll happily send you my mailing address and promise to be a very good penpal!

Questions, answered: Right People Edition

This is a regular-ish thing, where I answer your questions about a class. I hope it help you decides if the class is right for you (and if it's not, I hope the questions/answers spark something for ya.)

We're talking about the Right People class, which begins at 3p, today!

Would people other than crafty business people benefit from this class (because I would really like to take a class about Right People), or is it solely geared toward people with businesses selling crafts?

-Jenny Ryan, AKA Cranky Fibro Girl

Jenny, I think this class will benefit and whole bunch of different businesses (and business models). The concept that there is a specific kind of person who will like your thing certainly isn't new (but marketers call it “target markets”, bleh) and we'll cover a bunch of different ways of wooing and loving those people.

Why the focus on crafty businesses? Because that's what I know. That's what I can be really specific about, from personal experience.
I've managed a paint-your-own-pottery studio, worked in or owned 3 different yarn shops and, of course, created and grew Blonde Chicken Boutique. Oh, and I studied for an MBA.
This gives me a both-sides-of-the-counter view into the craft world.

The awesome thing about business and marketing is that these lessons aren't just applicable to one area.
Good sense is good sense. It can be applied (with a few tweaks to accommodate your own business model) in a zillion different ways.

I'm based in the UK and wanted to know whether it would work for me to call in via skype? Do you know?

-Ingrid

Yep! It should be just fine! How it works is this: you pay and you get a phone number to call. That number is just a plain (US-based) phone number, you can call it from any kind of phone you want!

Ready for Right People Loving?

If your not in the class yet, you can register here.
Even if you can't make the call this afternoon, you'll get a recording of everything.

PS. Just so you know, you can ask me a question any time without fear that I'll make it public. These askers got their answer privately and then agreed to let me post their questions!

How Right People changed My Business

Yesterday we talked about what Right People are and how they can change your business.
Today I'd like to share what happened to Blonde Chicken Boutique when I started applying the concept of Right People to my work.

It started by Havi saying

Everyone has Right People

and

Your Right People are Right if they love what you do. That's the only requirement.

And I wondered, what would this look like if I really believed it?

If these people love what I make, then I should make something truly ME.

Instead of worrying about the trends or what other yarnies were doing, I started focusing on yarn that I really love. Textures, colors, styles. My love of my work grew and I created a line of yarns that really went together. I began to develop a look for Blonde Chicken Boutique.

If there are people who love what I make, then I should be talking to THEM.

Instead of spending money reaching tons of new people, I turned to my current people. How can I serve them better?
For starters, I ask them. I create products they want (the Learn To Knit Kit was inspired by people who loved my yarn but didn't knit) and I keep them up-to-date (with a customers-only newsletter + a bi-weekly Yarn-Love Note)

My Right People love my thing, so why worry with those who don't?

When I realized I don't have to appeal to everyone or make everyone happy, I can focus on doing what I do best and serving the people who are already happy.

My happy, delighted Right People are the best advertising I could ever want.

If I make it easy for them to share my stuff, they can spread the more to more Right People.

The more I thought about Right People, I realized I was actually thinking about Marketing.

But instead of asking “How do I tell people about my thing” (like many crafters do)
or “How do I tell my target market of 30 year old college graduates who make $40,000/year who knit about my thing” (like marketers do),
I'm asking “Who are my Right People already? What do they love? What could I do make them happier.”

This changed every part of my marketing.

The result?

My time is spent working with people I love, instead stressing over finding more people. My people are happy and tell their friends. My sales (both online, in person at craft shows and to yarn shops) have greatly increased. But best of all, I'm doing what I actually love.

A totally unexpected, non-yarny result?

When I started really listening to my people (not just my customers, but all those people who I liked and liked me, including other crafters, my online friends, other business owners), I realized they wanted something else.
They were asking me business-y questions; about marketing, about sales, about crafting a business AND a life.

So I started offering classes, and one on one consulting.
Every single one of my classes (including next week's class on Right People) have been sparked by specific questions I've been asked. I always answer the asker, but when the answer becomes huge, I know I have a class.

The best part?
I genuinely love teaching. I love talking about business. I love love love brainstorming for other people's thing.
And the love is so obvious that last night Jay said, “Wow, I can see how happy this makes you. And it's so perfect for you!” (my bossyness is well-documented in our marriage).

Following my Right People? Led me to bliss.

How has serving your Right People led you in new directions?

If you'd like to work with your adoring fans + find your Right People, check out the class! Registrations close next Tuesday!

Embrace your Right People (and the money will follow)

“Your Right Price will be right for your Right People”

I said this in the Pricing class and a few people piped up to ask , “But who are these Right People? How do I find them?”

We'll talk about the how to find the Right People and how to make them happy in this class, but before you register for that, let's answer the basic question:

Who are Right People and why do I care?

I first heard the term from Havi, when she said:

Your Right People need whatever it is you have in whatever form you give it.

I read that and thought, yeah, ok.

But then I started to explore it (and talked to Havi about it in more depth).

As I experimented, it reframed and transformed every area of my business.

Today I'll talk about about how recognizing and hanging out with your Right People can rock your business and tomorrow I'll share what changed for me.

Let's start with a definition, from Havi:

Right People = anyone you like and appreciate who likes and appreciates you.

My definition, as it relates to our crafty pursuits:

Right People = the people who love and adore your thing, the way you do it and you.

Your right people is anyone who really loves what you make.

This includes:

customers
friends
cheerleaders
mentors
partners

Not all of your Right People are going to buy from you, but even those that don't will sing your praises to new Right People.

Without a focus your Right People your business may be:

Unfocused: Which way should I go next? What should I make?
Uncertain: Will this sell? Where should I advertise?
Insecure: Will people like it? Is it worthless? Will anyone ever buy?

Focusing on your Right People can reverse all that.

When you're talking to your Right People, you can be yourself.

Because that spark of YOU is what spoke to the people in the first place, it's why they are here, checking out your thing.

When you talk to your Right People, you know what to do next.

They'll tell you what they want either directly (I want yellow!) or indirectly (yellow sells out quickly).

When you share your thing with the Right People, you'll make sales.

They will feel a sense of kinship or a recognition of awesomeness and it will *click*. Yes, this is for me.

It's not about manipulation, convincing or cajoling.
In fact, it's the opposite! When you speak to your Right People, you don't have to persuade them that your thing is right, they will feel it.

Sound awesome?

Learn how to do it in my class on Befriending your Right People. We'll cover the specific how tos of finding your Right People, talking to them, learning from them and keeping them blissfully happy.