We’re excited to introduce you to the always interesting and insightful Dana Hill-Robinson. We hope you’ll enjoy our conversation with Dana below.

Dana, thanks for taking the time to share your stories with us today Do you take vacations? How do you keep things going – any advice for entrepreneurs who feel like they can’t step away from their business for a short vacation?

Yes, I try to take short vacation 2-3 times per year. For me, it’s important to take the time to rejuvenate and relax, so I don’t get burned out. As an entrepreneur, it can be challenging to step away from your business, even for a short vacation. However, taking time off is essential for your well-being and overall productivity in the long run. Here are some tips that I recommend to help you manage your business while taking a vacation:

1. Plan in advance: Start preparing for your vacation well ahead of time. Inform your team, and clients about your absence, and set clear expectations regarding your availability and response times.

2. Delegate responsibilities: Identify competent individuals within your team who can handle critical tasks in your absence. Delegate specific responsibilities and provide them with the necessary authority and resources to make decisions on your behalf. Trust your team and empower them to take charge.

3. Establish systems and processes: Implement robust systems and processes that can function smoothly even when you’re not present. Document important procedures, create an operations manual, and ensure that everyone understands their roles and responsibilities. This way, your team can operate efficiently in your absence.

4. Set boundaries: Define your boundaries and communicate them to your team and clients. Make it clear when you will be available and when you won’t. Encourage your team to handle non-urgent matters independently and discourage interruptions unless absolutely necessary.

5. Use technology and automation: Leverage technology tools and automation to streamline operations and reduce your involvement. Utilize project management software, communication tools, and automated processes to keep things running smoothly while you’re away. This will help you stay updated without being actively involved in day-to-day tasks.

6. Train and empower your team: Invest time in training your team members to handle various aspects of the business. Encourage them to take ownership and develop their problem-solving skills. When your team feels capable and empowered, it becomes easier for you to step away with confidence.

8. Establish emergency protocols: Identify potential emergencies or critical situations that may arise during your absence and develop protocols to address them. Delegate emergency contact information and decision-making authority to a trusted individual who can handle such situations effectively.

9. Practice self-discipline: Prioritize self-care and relaxation to recharge your energy. Make a conscious effort to disconnect from work-related tasks during your vacation. Set boundaries for yourself, resist the temptation to constantly check emails or respond to work-related matters, and focus on enjoying your time away.

10. Start with short breaks: If taking a long vacation feels overwhelming, start with shorter breaks or weekends away. Gradually increase the duration of your time off as you become more comfortable and confident in your team’s ability to handle things.

Remember, taking a vacation is crucial for maintaining a healthy work-life balance and preventing burnout. By implementing these strategies, you can enjoy your time off while ensuring that your business continues to operate smoothly in your absence.

As always, we appreciate you sharing your insights and we’ve got a few more questions for you, but before we get to all of that can you take a minute to introduce yourself and give our readers some of your back background and context?

Ultimately, I became an entrepreneur because I wanted to be in control of my destiny. My first job out of college was a fashion assistant at Vogue Magazine and then later I worked at Harper’s Bazaar assisting the Fashion Director. Although I loved fashion, I was always mesmerized watching the transformation of the models on set by top makeup artists. I already had the beauty bug in my system since I was a pre-teen watching my Mom’s beauty rituals. She was born in Indonesia and always incorporated natural beauty remedies from Indonesia. Being a die-hard beauty product junkie who loved to try everything I thought would be good for me, I became tired of purchasing beauty products that didn’t work and wasting money. Beauty and hair care products for people of color have been underrepresented in retail for a long time. This constant search became very expensive and time consuming. I was always the go to person in my circle to recommend the best beauty products to my friends and family. I knew that I wanted to work in the beauty business, but I also knew that I would most likely have to start at the bottom and work my way up if I went the traditional route. This was around the time when the beauty box subscription box was just starting. So, I decided I wanted to create a beauty discovery and shopping solution/community where Black and Brown women feel welcomed and loved. I decided to take my love of recommending products that work for our skin tones and hair textures to a larger scale and create my own beauty box subscription service to help women discover beauty products that work for them. And voila, COCOTIQUE was born. My mission is to create an inclusive experience where our subscribers and customers feel comfortable with the knowledge that I’ve curated products with their specific needs in mind. They know that COCOTIQUE is a trusted source for the best in beauty and self-care for people of color. I’m most proud of COCOTIQUE’s longevity in the subscription box space. We’re celebrating our 10 year anniversary this year and still going strong. I’m excited to launch our new Marketplace this year featuring a special curation of products targeted to solving the specific beauty concerns of people of color. All of the brands are BiPOC and women owned brands.

Any stories or insights that might help us understand how you’ve built such a strong reputation?

In the competitive subscription box business space, several key factors contributed to building and maintaining a positive reputation for my business. Here are a few elements that played a significant role:

1. Curation Excellence: One of the primary drivers of our reputation was the meticulous curation of our subscription boxes. We focused on selecting high-quality, unique, and relevant products that aligned with our customers’ preferences and interests. We prioritized diversity in product offerings, ensuring a delightful surprise with every box. This attention to detail and dedication to curating exceptional experiences garnered positive feedback and word-of-mouth recommendations.

2. Customer Satisfaction: Customer satisfaction was at the core of our business philosophy. We prioritized prompt and personalized customer service, ensuring that subscribers’ needs and concerns were addressed promptly and effectively. We actively sought feedback, encouraged open communication, and constantly looked for ways to enhance the overall customer experience. By going above and beyond to exceed expectations, we fostered a loyal customer base that advocated for our brand.

3. Transparency and Authenticity: Building trust was crucial in the subscription box industry. We were transparent about the contents of each box, providing detailed descriptions and showcasing the value subscribers would receive. Honesty and authenticity were paramount in our interactions with customers. If any issues or delays arose, we communicated openly and worked proactively to resolve them. This commitment to transparency helped establish a solid reputation as a trustworthy and reliable subscription box provider.

4. Collaborations and Partnerships: We actively sought partnerships and collaborations with like-minded brands and influencers. These collaborations allowed us to tap into new audiences and gain exposure among relevant communities. By aligning ourselves with reputable partners, we leveraged their credibility and reinforced our own reputation in the subscription box space.

5. Positive Reviews and Testimonials: We encouraged customers to share their experiences through reviews and testimonials. These positive testimonials, whether on our website, social media platforms, or review websites, provided social proof of the value we delivered. Prospective subscribers could see firsthand the positive impact our subscription boxes had on customers’ lives, strengthening our reputation and encouraging new sign-ups.

6. Continuous Improvement: We never rested on our laurels. We continuously sought ways to improve and evolve our subscription box offerings. We listened to customer feedback, analyzed market trends, and incorporated new and exciting elements into our boxes. By staying ahead of the curve and consistently exceeding expectations, we cemented our reputation as an innovative and customer-centric brand.

Overall, our reputation in the subscription box business space was built on a foundation of exceptional curation, customer satisfaction, transparency, personalization, strategic partnerships, positive reviews, and continuous improvement. By consistently delivering value and fostering strong relationships with our customers, we established a positive reputation that helped differentiate us in a competitive market and attract a loyal following.

We’d love to hear about how you keep in touch with clients.

Keeping in touch with clients and fostering brand loyalty is crucial for long-term success and building a loyal customer base. Here are several strategies that I use to help foster brand loyalty:

1. Consistent and Authentic Brand Identity: Develop a clear and consistent brand identity that aligns with your target audience’s values and resonates with their aspirations. This includes your brand messaging, visuals, tone of voice, and overall brand experience. Be authentic and true to your brand’s values, as customers are more likely to connect and remain loyal to a brand that genuinely reflects their own beliefs and identity.

2. Exceptional Customer Service: Providing exceptional customer service is key to building brand loyalty. I tell my customer service team to respond promptly to inquiries, address customer concerns with empathy and urgency, and go the extra mile to exceed expectations. It’s important to make it a priority to create a positive and personalized customer experience at every touchpoint.

3. Personalization and Customization: We tailor our products and curations to meet individual customer needs whenever possible. Collect data and preferences, and use that information to personalize the customer experience. From personalized recommendations to customized offers and communications, make customers feel valued and understood.

4. Consistent and Engaging Communication: We regularly engage with your customers through various channels, such as social media, email newsletters, and our customer service emails. We constantly share valuable content, provide updates on new products or services, and foster two-way conversations. We actively listen to our customers, respond to their feedback, and show genuine interest in their opinions.

5. Loyalty Programs and Rewards: We have a COCOHearts Rewards program that offers incentives. It’s important to implement a loyalty program that offers incentives and rewards for repeat purchases or engagement. We provide exclusive offers, discounts, or early access to new products/services to our loyal customers. It makes them feel appreciated and recognized for their continued support.

6. Delightful Customer Experiences: We strive to create memorable and delightful experiences at every customer touchpoint. From the unboxing experience to the checkout process and beyond. We’re always thinking about new ways to surprise and delight your customers. For example, personalized thank-you notes, unexpected gifts, or personalized recommendations that show we value them.

7. Brand Advocacy and User-Generated Content: We encourage and amplify customer advocacy by actively seeking out user-generated content (UGC). We also feature customer testimonials, reviews, and UGC on our website and our social media platforms. This not only builds trust but also fosters a sense of community. We show appreciation for customers who engage and share their experiences, further reinforcing their loyalty.

8. Continuous Improvement: We regularly evaluate and improve your products, services, and overall customer experience. Actively seek feedback from your customers via surveys, and use it to make meaningful enhancements. It’s important for us to show that we are committed to continually evolving and meeting their needs.

9. Emotional Connection and Purpose: We connect with your customers on an emotional level by reminding them about the importance of putting themselves first and that self-care isn’t selfish. We encourage them to treat themselves to regular self-care moments and to prioritize their me-time. If they don’t take care of themselves, the can’t be there to take care of others.

Contact Info:

• Website: https://www.cocotique.com/
• Instagram: www.instagram.com/cocotique and www.instagram.com/danahillrobinson
• Facebook: www.facebook.com/cocotique
• Linkedin: https://www.linkedin.com/in/dana-hill-robinson-a467824/
• Twitter: www.twitter.com/lovecocotique
• Youtube: www.youtube.com/cocotique
• Other: www.tiktok.com/cocotiquebeautybox www.tiktok.com/danahillrobinson

Image Credits
Images of me – Collette Bonaparte