4 Things Clients Want Most- Part 2

4 Things Clients Want Most: The Secret to Gaining and Maintaining Happy Clients  – Part 2

The 4 things clients want more than anything else. Over the next few weeks, we’ll be revealing the 4 secrets to gaining and maintaining happy clients. It’s essential to the health of any business to leave a trail of happy clients. Without it, there’s no genuine, exuberant promotion from your clients and in this day and age, it’s vital.

#2 – Attention to Detail

The small bow on the wrapping, the lovely hand-written card, the special wine from where they first got engaged, all the little things that give the finishing touches and let clients know they are important to you. Attention to detail, small or big, has been one of the most powerful ways to positively influenced clients. Especially at wedding time, when everything is examined and noticed, what better way to show the people who have entrusted you with part of their big day that they can feel confident in their choice, knowing that you heard them, you understood them but most of all, that you took the time to show them you care.

Key: Every interaction with your client, whether in-person or over the phone, should be filled with your truly heart-felt attention. Taking note of little clues and mentions of personal likes and dislikes and then applying them to your client service will definitely not go unnoticed and will without a doubt, reinforce their confidence in their vendor choice and build you up even higher in their opinion.

Attention to detail is one of the biggest wins you can do for your client, even if they don’t mention it to you, they will certainly mention it to others.

clients want

4 Things Clients Want: The Secret to Gaining and Maintaining Happy Clients  – Part 2

4 Things Clients Want Most- Part 1

4 Things Clients Want Most: The Secret to Gaining and Maintaining Happy Clients  – Part 1

These 4 things are what clients want more than anything else. Over the next few weeks, we’ll be revealing the 4 secrets to gaining and maintaining happy clients. It’s essential to the health of any business to leave a trail of happy clients. Without it, there’s no genuine, exuberant promotion from your clients and in this day and age, it’s vital.

#1 – Fewer but Better Choices

I like to use the fast food analogy when describing this first key, easy to understand and easy to visualize:

You walk into a fast food restaurant and you look at the menu board only to be met with a multitude of similar options. Single patty, double patty, triple patty, large size, larger size, cheese, no cheese, add lettuce, add bacon, add more bacon, wheat or gluten-free…you get the picture. Now, image that same board but each option can be viewed as better than the last: Beef, Chicken, Fish, Vegetarian… so much easier to make that first choice, isn’t it? Then, once you have made that first choice, it’s not such a struggle to customize and offering fewer and different options will continue to make it easy, fries or side salad, pop or water, large or small.

Key: When presenting your services, offer fewer but better (not similar) choices to help clients make that first choice to book you. Then, present fewer options but different options when customizing.

Easy choices make for a stress-free experience and also help a client feel confident about their decision afterwards.

clients want

4 Things Clients Want: The Secret to Gaining and Maintaining Happy Clients  – Part 1

The Right Client: Loyalty vs. Incentive

The Right Client: Loyalty vs. Incentive

Client loyalty is huge key to long-term growth and success for your business. Far too often though, we confuse the success of sales incentives (sales, bonuses, loyalty program, cash-back, gift with purchase, etc.) for client loyalty.

Here’s a quick way to identify loyal clients and incentive clients: Loyal clients will talk about the person/business first, then the product. An incentive client will ONLY talk about the price, product or convenience of the purchase. Have you ever noticed that?

Loyal Clients:

Truly loyal clients are those people who first and foremost connect with your WHY and because of that, they willingly choose you over a cheaper deal or a more convenient option just so they can have another opportunity to see your face, have your brand experience and continue to buy from you. Treat them like gold, treat them like family and you’ll see that they are your biggest cheerleaders to their friends and anyone who will listen to them rave about you. It takes time to cultivate a relationship like this but will prove valuable over the years.

Incentive Clients:

When clients don’t know or connect with your WHY, price and convenience become the deciding factors. They will only buy when there is an external incentive: sales, gimmicks, gift-with-purchase, etc… which can in the short-term produce high sales but the downside is now you constantly have to have some sort of promotion going on in order to bring these people in.  No one knows you, connects with you or shares about you because there is no connection in this scenario and so price and convenience take over.

Loyal clients connect to why you are in business, will remain with you through thick and thin and tell the world about you.  An incentive client will only be with you until the next guy rolls around with an even better offer than you and then they’re gone.

Your time is valuable, make sure you share your WHY, let people know about it and it will attract the right clients for you: those who connect with you and why you’re doing it. Treat them like gold and invest in the people who invest in you.

Client loyalty is a huge key to long-term growth and success for your business. Don’t confuse the success of sales incentives for loyalty.

Sparkling Swarovski Client Gifts

Sparkling Swarovski Gifts: Perfect for any wedding client

Swarovski  has long been a favourite of ours and now they have some beautiful accessories to add to their collection: Guest sign-in pens and memory stick USBs, all filled and covered with sparkling crystals, perfect for any wedding. These gifts start at only $38 for the pens and USBs come in both 4GB and 8GB starting at just $69!

In order from left to right:

  1. Crystalline Lady Ballpoint
  2. Crystalline Stardust Pen Rose Gold
  3. Crystalline Stardust Pen Silver
  4. Crystalline Strdust USB Pen
  5. Stellar Pen White
  6. USB Crystalline Memory Stick
  7. Crystalline Stardust Memory Stick
  8. Lovely Crystals USB Memory Stick

Who can say no to sparkles!

Check out more Swarovski gifts at Swarovski.com

The Perfect Gift – Gusto Chocolates

Chocolate: Food For The Soul

“Good food brings people together,” explains Paula Lyons from Gusto Chocolates.

“I was only five years old when I gave my first gift of home baked treats. My mother was ill, and my father was commissioned with gathering ingredients to help me make cookies. Since then it has always felt so good to give gifts of food to people. It is nourishment for the body, but above all it’s nourishment for the soul, as the Irish proverb goes, ‘laughter is brightest in the place where the food is’

The gift boxes contain only selected quality artisan products. The chocolates are made in small batches and she uses only the finest ingredients. The Cake Couture mix is the secret recipe Paula has used in her wedding cake business – Aeyra Cakes – for over ten years. It is moist, not too sweet and a perfect base cake to add a delicious frosting or on it’s own! Only 100% sustainably cultivated cocoa beans are used in their products.

The delicious, light and vibrantly coloured macarons are made with no artificial colouring. Items such as dried beets, pure oils for the chocolate, freeze dried raspberries, and organic quinoa are used to make these beautiful creations.

The gift boxes are made in Canada, recyclable and 100 % biodegradable, proving that Gusto Chocolates is a leader in their field.

These baskets are available now, perfect for a last minute gift! Deadline to order for Christmas is Dec 19th. Delivery is available.

We’ve been using Gusto for our client gifts and everyone has loved her chocolates! Visit her site for more information Gusto Chocolates

*****Christmas Special on their festive box, only $24!!! Grab them before their gone!!*****

Gusto chocolates is an award winning artisan producer of high quality chocolates. Creating beautiful gifts for clients, weddings, friends and just about any occasion you can dream up, is what we love to do.

Gusto Chocolates

3 Quick and Easy Beauty Looks

Be Client Ready: 3 Quick and Easy Beauty Looks Anyone Can Do!

In a hurry to get somewhere or running low on time, preparing for a client meeting? Try these 3 quick and easy beauty looks that will make you look polished and professional. You’ll wonder how you ever lived without them!

Victoria’s Secret curls in 5 min! Use a flat-iron but not in the conventional way to achieve great curls. Especially great for those of us with fine hair: (I do this one only brushing my hair, spraying the heat protector and then just letting the curl to cool unpinned, works great! I can do my whole head in about 5 min without all of the extra pinning.)

Sleek and polished top bun: Use a sock to get that perfect shape and so fast and easy, no pinning necessary!

Super simple natural looking makeup in 5 min: (I use this look all the time, minus the foundation and I love it!)

How-To: Gluten-free French Macarons

Client Gifts: Gluten-free French macaron how-to

Learn this easy gluten-free recipe for French macarons that will leave your clients oooo-ing and ahhhh-ing at these deliciously simple yet luxurious french biscuits. Follow the easy step-by-step and show us a photo of your beautiful creations. Use hashtag #modaclientgifts on Instagram or Twitter, we’d love to share!

The French macaron has been one of the most challenging things I’ve ever attempted to bake. I have been making these tiny delights for almost 3 years now and I still kneel eagerly at the door of my oven, with nose pressed hard against the hot glass, in anticipation of watching the macaron’s signature “foot” rise from the batter and then breathe a sigh of relief, success. The key to a successful macaron is all in the mixing. Too much and they’ll come out flat. Too little and they will be too stiff to form an even dome.   These little sweets can frustrate you with their finicky ways but also give you the greatest sense of accomplishment when they come out in perfect form. Here are the tips and tricks which I have learned over the past two years from expert chefs, blog stalking, numerous taste tests of local macarons and trial and error in my own kitchen with HUNDREDS of cookies going into the trash after numerous failed attempts, all in the name of mastering these delicious biscuits.

Here’s what you’ll need:

A. 2 Aluminium baking sheets  B. A kitchen scale  C. Parchment paper  D. 3 large eggs  E. 12-14in piping bag  F. No. 11 plain piping tip  G. Powdered or liquid food colouring  H. Stainless Steel bowl  I. 45g berry sugar (or castor sugar)  J. Fine mesh sifter  K. Silicone spatula  L. 175g. icing sugar  M. 90g Almond flour

Yield: 16 macarons

Step 1. Preheat oven to 320F for a non-convection. You may have to play with the temperature to get it just right as every oven is different. Line your baking sheet with the parchment and if needed, use a couple of forks as weights to pin down the edges to prevent it from curling into your macarons. I use a doubled tray to prevent burning on the underside of my macarons. Use a wand mixer to combine together the icing sugar and almond flour . Sift the mixture using a fine mesh. If there are any large morsels, use the spatula to press them through the mesh and toss away any which won’t fit. I find this helps to give the macarons very smooth tops.

Step 2. With room temperature eggs, separate the whites into a clean, dry, grease-free stainless steel bowl. For some reason, I find they whip up better in steel than in a glass bowl. If you get some yolk in there, you may be whipping them for a very long time. Best to start over. Beat on high with a hand mixer or whisk attachment, until they become frothy, like a bubble bath. When the eggs lose the yellowish tint and it starts to turn white, now is the time to add your sugar, a little at a time until gone.

Continue to whip the eggs until they get glossy and stick firmly to the sides of the bowl when held on an angle and the whites form stiff peaks which curl slightly at the tips. It usually takes anywhere from 2-6 min. On a more humid day, I find it takes longer to get to this point. You’ll have to go by how it looks.

Step 3. Now is the time to add the colouring. I used a powder colouring but you can use liquid if you add it at the beginning. Adding the powder later will give them a stronger colour.

Step 4. Mix in the dry ingredients in 3 equal parts, folding the mixture under and over with my silicone spatula until all is incorporated and no dry bits are visible.

Step 5. Now comes the tricky part, the macaronnage (or mixing). We want to stir out some of the air to make the batter have the consistency of running lava. You have to do it by eye. Mix the batter until you can take a scoop and it runs off the spatula in a ribbon-like manner with little to no breaks in the falling batter. The ribbons should disappear back into the batter in a matter of 10-20 seconds and it becomes smooth again. If you mix it too much you will have flat macarons, too little and they will form uneven domes.

Step 6. Prep your piping bag with your No.11 plain tip and use a shot glass or small round object to trace circles on the underside of the parchment as a guide when piping the macarons. Remember to pipe a little less than the template outline to allow the batter to spread when it settles on to the parchment.

Pipe the macarons onto the parchment and give the piping tip a quick flick of the wrist at the end to help smooth the surface. Don’t worry if there are slight peaks, if you mixed the batter correctly, by the time they go into the oven they should be smooth and even.

Step 7. Give the tray a firm tap or two to help the air bubbles rise to the top and burst. You can use a toothpick to coax the larger bubbles to pop. Set the tray of macarons on the counter and leave them to air dry until the tops are dry to the touch. This is what will make the macarons rise and show the signature little ruffle at the base, called the “foot”. Depending on the humidity, this can take as little as 10 min or up to 2 hrs.

Step 7. Once they are dry to the touch, place on the middle rack of the oven to bake at 320F for 10 min and then at 285F for 7-8min. If your oven has hot spots, try rotating the try halfway through the first stage of baking to prevent burning. The foot should be visible by the end of 10 min. When done, remove the parchment with the macarons from the hot tray and set on the counter to cool. The macarons should lift easily from the parchment. If they are a little sticky, you may need to increase the bake time for the bottoms to cook completely. Some suggest popping the tray of macarons in the freezer for 15-20 min and then, using a knife, lift them cleanly from the parchment.

Step 8. To make the filling, I chose a simple butter-cream. It’s roughly a 1:2 ratio of unsalted butter and icing sugar and then a few tablespoons of Apricot jam. I like mine a little sweeter so I added a little more icing sugar to taste. In a small glass bowl, use a spatula to cream together the icing sugar and butter, then add the jam to taste. Pipe desired amount onto the cooled macarons. Place the completed cookies in an air-tight container and pop them into the fridge for 48hrs. This helps to soften the macarons and allows the flavour of the filling to permeate the entire macaron.

The finished macarons should have a delicate outer shell with a moist, not chewy interior which may look slightly wet. Store in an airtight container in the fridge. You can also freeze them for up to 3 months. Serve at room temperature.

Enjoy!….and remember to save some for your clients 🙂

Client gifts: Learn this easy and cost-effective recipe for luxurious French macarons. They make the perfect client gift and gluten free!

Clients not calling back? This could be why!

We all know that feeling when we’ve had a client’s first consultation, we go through our presentation and hope and pray that they will choose us but they leave the meeting with a somewhat low energy and quiet demeanour. With our experience, we know that the client will probably not be calling us back.  Most of us, in efforts to slough off the lack of enthusiasm would say to ourselves, “they probably weren’t the right client for me”. But was that really the case? Or did we somehow influence the meeting to make the client feel this way, resulting in not booking that client?

When I first came across Mark Bowden’s Ted Talk about using your body to effectively create a positive and engaging atmosphere, I was floored when I tried these techniques in the real world and saw a HUGE change in the interactions and responses I saw from real people. I also identified the bad habits I was unknowingly impressing on my clients. It was amazing to see the success I saw from these simple but effective techniques and with practice, they will become apart of how you communicate.

We contacted Mark to give us, as artistic professionals, a short series of videos that will help us create the right environment that will leave the clients with positive feelings of connection to you and your work.

Here’s what Mark had to say for us in part 1:

“When you are a creative professional one of the hardest things to do is sell your work. It’s almost impossible to detach yourself from it. It’s personal. It can be difficult to be honest about how great you and your work really are! You can tend to be all too modest and undersell yourself to the point of appearing anxious and dejected about your work. This attitude and behaviour can really deaden the atmosphere around your work. Instead you need to inspire people to work with you every time you speak.

Here is a short video giving you my top techniques for coming across as an inspirational creative rather than a starving artist!” :

Leave us a comment and let us know how you see improvement in how people respond to your communication.

Mark Bowden is an expert in body language and the the creator of TRUTHPLANE®, a presentation training company and unique methodology for anyone who has to communicate with impact. He is the author of many best selling body language books, giving keynote speeches worldwide. I highly recommend getting his books here and see more on his website.


Clients not calling back? Ever wonder if it’s you or them? Join Body Language expert, Mark Bowden as he shares life changing techniques that just might save your business.

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