We caught up with the brilliant and insightful Amy Charbonneau a few weeks ago and have shared our conversation below.
Amy, thanks for taking the time to share your stories with us today Taking care of customers isn’t just good business – it is often one of the main reasons folks went into business in the first place. So, we’d love to get a conversation going around how to best help clients feel appreciated – maybe you can share something you’ve done or seen someone do that’s been really effective at helping a customer feel valued?
A friend of mine owns a high-end spa, and one thing I admire is how they celebrate their clients’ life events. For example, after a day of pampering at the spa, a client was heading to Hawaii for her wedding celebration. My friend sent a basket of goodies and flowers to her hotel room with a personalized, congratulatory card. The client was so touched that she called to express her gratitude and has since become a loyal customer, referring others to the spa regularly.
Inspired by this, we invite our clients into our private community groups to celebrate them. Since most of our business is online, we send thank-you gifts to our customers at various milestones in their journey with us. We believe that customer service is an art, and exceptional hospitality creates an experience that leaves them wanting more.
Amy, before we move on to more of these sorts of questions, can you take some time to bring our readers up to speed on you and what you do?
I’ve been passionate about makeovers since I was five years old. My friends and I would play dress-up, raiding my mom’s jewelry box and accessories to feel sophisticated. Curling hair and applying makeup became a passion, leading me to pursue a Cosmetology license. After spending decades working in spas and salons, I fell in love with skincare and haircare, which inspired me to study cosmetic chemistry. I completed diplomas in natural haircare and skincare formulation through a school in Britain, diving deep into this side of chemistry—a far cry from burning peanuts in high school labs!
Our core focus is addressing dry skin. We carefully select ingredients that nourish and repair the skin. While I’m not a dermatologist, I believe in the power of plant-based oils and other simple nutrients that can restore dry skin. We base our products on scientific insights into the properties of select ingredients, ensuring they are effective and purposeful.
I’m incredibly proud of the product line I’ve crafted over the years. It took nearly two years to perfect our shampoo and conditioner bars to my standards. My favorite products include the Cleansing Balm, Firming Eye Gel, Nourish Dry Oil Body Spray, and Moisturizing Lotion. They feature simple, clean ingredients that truly deliver results.
What’s worked well for you in terms of a source for new clients?
We relocated to Arizona about two years ago, and one of our best sources for new clients in this region has been Momo’s Mercantile in Chandler, AZ. This local boutique offers a true sensory experience, allowing people to try out testers and feel the quality of our products firsthand.
Another significant source of new clients is word of mouth. When our customers share their love for our products with friends and family, we feel truly successful. There’s nothing quite like the power of personal recommendations to build trust and grow our customer base
How do you keep in touch with clients and foster brand loyalty?
I’ve invested a lot of time in learning to utilize a CRM, and we now use a local company called FreedomCRM as our software platform. This has significantly reduced my stress levels, as I no longer have to manage five different systems to track and communicate with our clients.
One of the most helpful tools we’ve implemented is a survey. This super short survey allows our clients to tell us what they want to learn more about. Based on their responses, they are placed into an automated workflow that provides them with information about the products they’re interested in. We also include specialized offers exclusive to our email list to keep our clients engaged.
Our packaging for shipping is also intentional and thoughtful. We print messages directly on our boxes, such as “Because you are worth it” and “This is the part where you do a little happy dance.” When they open the box, the first thing they see is “Hello gorgeous,” along with a card containing a special message from us. This personal touch helps create a memorable unboxing experience for our customers.
Contact Info:
- Website: https://awakenjoyskincare.com
- Instagram: @awakenjoyskincare
Image Credits
Jazmin Skinner Photography
Blair Voss Studios