We were lucky to catch up with Angela Black recently and have shared our conversation below.
Angela , thanks for taking the time to share your stories with us today Let’s kick things off with your mission – what is it and what’s the story behind why it’s your mission?
There used to be a time when companies really valued and respected their employees and they treated them with kindness. Employees felt appreciated and had loyalty to companies who were loyal to them. These same employees had pride in performing their jobs because they received a variety of “pats on the back” from the companies they worked for. So when it was time to help customers, those employees were happy to provide a high level of customer service.
That time is gone. And so are the days when we could expect good customer service. As a society, we’ve become used to sub-par customer service and I think that is very unfortunate. I created Client Relations Consultants in order to help small businesses learn how to provide a high level of customer service that encourages repeat business and referrals and increases their revenue. I want the clients I work with to consistently make their customers happy. I develop strategies that help my clients honor their employees and customers. In return, their business grows and my clients are happy. My business motto is “Let’s work together to make the world a happier place – one customer at a time.”
Great, appreciate you sharing that with us. Before we ask you to share more of your insights, can you take a moment to introduce yourself and how you got to where you are today to our readers
My clients call me the Customer Service Queen!
I’ve worked in customer service and sales since I was 14 years old – retail sales, pharmaceutical sales, consultative sales, and B2B sales. I’ve won numerous national awards for sales, and trained and managed sales reps. And – I was laid off four times during my corporate career.
The fourth time I was laid off, I decided to use my years of training, experience, and success to completely leave Corporate America and create a consulting firm where I work with minority and women-owned small businesses to create strategies for them . These strategies improve their customer relationships, encourage customer retention and referrals, and increases their business revenue.
I chose minority and women-owned businesses because, as a member of each of those groups – I understand first-hand how we are held to higher standards when it comes to business. We have to work harder to prove ourselves and if we make a mistake, we are judged on a harsher scale. I strive to help women and minorities avoid customer complaints by providing their customers with awesome experiences. And when a mistake occurs, I help my clients turn things around so customers become their biggest sales reps.
Most of my clients are businesses that are scaling and on track to earning in the 7 figures (or they are already million-dollar businesses) who need help managing their growing customer base. As a Client Relations Consultant, I provide the following services for my clients:
1. Crisis Management – My team handles the most difficult customer issues for our clients. We take the frustration of dealing with customers off their plate.
2. Customer Experience Analysis – I become a secret shopper for my clients and provide them with a comprehensive report on my experience
3. Customer Service Policy Creation – We develop Standard Operating Procedures for customer loyalty and retention strategies, customer referrals, FAQs, and Customer Communications
4. Customer Service training for employees
Let’s talk about resilience next – do you have a story you can share with us?
I’ve been an entrepreneur since I was a teenager – always having a business to make extra money. I’ve read somewhere that many entrepreneurs had several failed businesses by the time they create the business that makes them wildly successful. I’m no different.
The first LLC I created was in 2007. I was a Professional Organizer who helped people get rid of clutter. I was featured on the TLC tv show “Hoarding: Buried Alive” and wrote a book titled “A Busy Parent’s Guide to Living an Organized Life”. I quit my job and pursued that business full-time. Then, in 2009, the economy took a turn for the worse and people couldn’t afford to pay me for a service that wasn’t deemed “essential”. As a single mom, I had to do what I needed to do to makes ends meet, so I started working in Corporate America again.
Years later, while still working a corporate sales job, I started another company where I sold lingerie and adult toys. I literally found a lingerie wholesaler and a distributor for the toys. I purchased the items so I would have inventory on-hand and sold the items online and at home parties. My garage was filled with toys and lacy clothing. My grown daughters thought it was funny. I was making money – mostly through the face-to-face home parties clients would sponsor for me. Then, 2020 hit and Covid stopped us all from meeting in person.
2020 changed a lot for most people in the world. For me, my business slowed down tremendously and I was thrown off-kilter. I hadn’t yet learned how to market myself online. I felt defeated. The world seemed to be falling apart and I was scared. I didn’t have the energy nor the drive to keep my business afloat and I let it go.
By the time 2021 rolled around, I was very unhappy with my corporate position and I could see the writing on the wall that the company was suffering economically due to Covid and we would be laid off soon. So I decided to do what I do best – provide customers with an amazing experience to increase sales. But I decided to do it for small business clients and help them increase their sales.
This time, I knew better than to try to start this business alone – without guidance and help. So I signed up for an entrepreneur Mastermind group. It’s like a business incubator that mentors and teaches us how to market, grow, and develop our businesses. Because of this Mastermind, I am on track to earn 6 figures with my company within the first full year of operation.
Where do you think you get most of your clients from?
I’ve been in business (this current business) for about 10 months. Most of my clients have come from the entrepreneur Mastermind group I’m a member of. I’m now starting to network outside of that group to introduce myself and my company to more potential clients. I recently joined the Junior League, the Chamber of Commerce, and my cities Business Association. I’m beginning to meet potential clients that way.
Contact Info:
- Website: www.angelablackcrc.com
- Instagram: https://www.instagram.com/theecustomerqueen/
- Facebook: https://www.facebook.com/TheClientConsultant
- Linkedin: https://www.linkedin.com/in/angela-black-crc/
- Youtube: https://www.youtube.com/channel/UCQzfOhNXwM9k0h5yvYV9I7A
- Yelp: https://www.yelp.com/user_details?userid=bGsldlPyc7r30s9_tJ7JYg
- Other: TikTok: https://www.tiktok.com/@theecustomerqueen
Image Credits
Shot By Rakiya