Annie Franceschi’s Post

Back to you, in the studio! [ I rarely speak on a Saturday afternoon, but when coaching business queen Gretchen Hydo invites you to share wisdom about branding your client experience… here I am! ]

What IF you ripped up all my goals right now!? A powerful thought I've needed to hear so often these past few years - and now that notion is an incredible Tedx Talk from the incomparable • Marcey Rader, CSP® of RaderCo!! If like me, you've ever pursued goals "until you're enough" or "done enough" - this is worth your time to watch multiple times over: https://lnkd.in/e_CQFSxy

Is this right? I'm literally shaking after getting off the phone with the manager of a HVAC company. In late April, we had a negative experience with a professional who came out to install a new appliance at our house. The short version, rather than carefully measure, he told my husband that he could remove the trim from our attic cover to fit the old appliance through. Of course, when I walked upstairs and saw the opening - and the guy RIPPING the trim and paint off our ceiling - it was clear the appliance wasn't going to fit. And we are left with trim ripped out and having to repaint our entire hallway/townhouse ceiling. I waited weeks to call about this, as I didn't want to get the person in trouble. But every time I've seen the nails and ripped out paint on our ceiling, I've felt taken advantage of. So this morning, I finally called to talk to a manager. And the guy was a jerk. He agreed to refund us some of the labor to help us pay for repairing the damage, but his tone was wild. Angry, frustrated, and annoyed. He literally told me he didn't get why we didn't just tell the pro not to do this... He displayed no empathy. He put me on the defensive. By the end of the call, I was shaking - having to stand up for myself and my husband. His tone was shaming. He completely missed the point of my story - because he wasn't listening to it. Yes, I got the refund, but my customer experience got even worse. Many studies have shown that customers are far more likely to talk about a negative experience, than a positive one. This is a perfect example. If this manager had been patient. Empathetic. Compassionate. Taken time to listen to my story... ... He could have turned this into a positive customer experience. Instead, he doubled down and now I'm compelled to share it on LinkedIn (and often with my friends and family any time they need a company like this). What I've learned from this and from running my own practice: Unhappy clients are unhappy - whether or not you take or create an opportunity to listen to their experience. Take the opportunity to empathize and listen, if you care to manage to your brand and grow your business for the long-term.

Hey coaching friends! Zoee (*THE* app for running a streamlined coaching practice) is hosting a Business Bootcamp soon - on May 29 + 30! As a featured speaker on packaging your services with AI, I've got a special DEAL that I can share with you! To save on your ticket - use the code: "FRIENDSOFANNIE" for a surprise discount!! Discover the goodness right here - and hope to see you there!

Can’t wait to be a speaker for this special program just for coaches!

Quick - what do you prefer? Today's Batch Friday focus: Scheduling for my summer read-along series of my business book, "Establish Yourself" There will be 6 sessions (1 per week / midday / on a weekday via Zoom) SO - QUESTION: Which LENGTH of meeting sounds most appealing to you over the summer? Comment "A" for 30 minutes Comment "B" for 45 minutes Comment "C" for 1 hour Thank you for your epic input!! 🙌

Can I get your 2-second help? Reading Brené Brown on the beach recently gave me a BIG idea: I'm thinking of hosting a summer read-along of my business book, "Establish Yourself." Details still TBD but imagine a once-a-week, 30-minute Zoom meetup for 6 weeks with the author (me!) to help you uplevel your business this summer! Great accountability to read it if you've been meaning to or are ready to read it again wish fresh eyes. 👍 If you like this idea - please LIKE this post so I know it's worthwhile to plan! 🗳 If you're a coach / consultant / service business owner - please take this poll! 💬 Lastly, if there's anything you'd like this to include - drop a comment with your thoughts below! 👇 Thanks!! I appreciate you!

Did I pick the right earrings to lead Storytime today at Durham County Public Library?! And did you know that our library has an incredible Small Business Center driven by Jana Bradley & Ciera Williams - here to help you start or grow your business?! It’s true- and it’s why I’m so lucky to start my day reading my children’s book, “Small Biz for Kids” (plus getting a great opportunity to wear my “Establish Yourself” book cover earrings) 😊 What are you grateful for this Monday? 👇

Can we collectively stop asking - "Hey, can I pick your brain?" (and expecting that to be free / or only at a rate we suggest?) If the person you want to ask this makes a living by providing advice (like a consultant, business coach, strategist, etc.) - asking to pick that person's brain is like asking a doctor if you can pick her brain because something is wrong with your foot. This can be expecting someone to simply give you a valuable service - *for free* - that their clients value enough to regularly pay them $100+/$250+/$500+ hour or more for. Who's interested in a new era of...? • Not asking service-based experts if you can just "pick their brain" • Instead, asking their rates and if they offer advice sessions • Paying such rates if their advice is something you need, value, and can afford • If it's not a fit, respecting their offers & thanking them for the info • And lastly - not suggesting treating them to coffee instead (unless their rates are also valued at $5/hour! 😂 ) NOW > I'm ALL for the many ways that consultants and other service-based experts choose to offer services beyond standard rates! These might include sliding scale, taking on a percentage of pro bono clients, choosing to support a friend or colleague, trading sessions with a fellow expert, or even offering a "pick my brain" group call like Dr. Mira Brancu often does as mentorship for those outside the services she offers. But in all those cases, it's the EXPERT who should decide what's available. (Because their advice is the product they sell - and it costs them time, focus, and opportunity to provide every single time.) So the next time you'd really love to pick someone's brain- Go for it! Ask and if they offer rates… invest in that very valuable brain 😀 Signed, Everybody who sells their time to make a living & support their family ___________ 👋 I'm Annie - and for more than 10 years, I've been a brand strategist to coaches and consultants wanting help to clarify their messages, offers, and systems for success. If you dig what I have to share about "brain pickers" and how to convert them into clients - I wrote even more on this front in my bestselling business book, "Establish Yourself." 📕 Start reading it now for free right here - https://lnkd.in/eRTtv5vm #establishyourself #consulting

Honored by this - thank you Kris Liebau, ACC, CMQ/OE, CQE!