Alright – so today we’ve got the honor of introducing you to Ebony Semien. We think you’ll enjoy our conversation, we’ve shared it below.
Hi Ebony, thanks for joining us today. What’s been the best thing you’ve ever seen (or done yourself) to show a customer that you appreciate them?
Providing outstanding customer service is one of the fundamental roles in running a successful business, if not the biggest one. Providing exceptional service will set your business apart from your competitors, build loyalty and increase sales. I don’t have one example I can think of that was the best thing I’ve ever witnessed or done for a customer but several that have led me down a path of building long lasting customer relationships. I attempt to connect with each customer interaction I have whether it’s face to face, via phone, email or in my DM’s. I ask questions to make sure I understand my customers needs, consistent follow-up is vital to foraging successful customer interactions. Asking questions not only makes the customer feel heard but also helps remember small details about your customers that you want to bring up the next time you cross their paths. An example of this would be if a customer has told you their child has eczema and is looking for a cleaner beauty brand that will aid in healing their child’s skin condition. Asking important questions such as, “How long have they had this condition” “What products have you used and what did or did not work.” This helps uncover so much in terms of their needs, narrowing down my target audience and building trust between myself and my customers. Another great customer service tip is accountability, there are times when I may fall short mailing packages in a timely manner, sending incorrect items or a pricing mishap. Providing solutions for your customers and not excuses will make the customer feel at ease and know that they are in fact in the right hands. Remember LEAST for excellent customer service. The L.E.A.S.T acronym stands for Listen, Empathize, Apologize, Solve and Thank! A business owner should always have this in the front and back of their minds when it comes to your customer interactions. I always use at least 3-5 of these at all times which has allowed me to retain a 5 star review history for my Google and website reviews. If I could think of one story that stands out the most, it has to be a mother of 4 who ordered one particular product from me on a consistent basis. I knew my customer’s kids suffered from eczema and she was set on ordering just my Raw African soap for them, but I knew our Nourishing Body Oils would also work wonders for her childrens’ condition. I didn’t push any hard sales on her, I know the state of our current economy and with 4 children every dollar counts. When her last soap order came through I provided a small 2oz body oil for free in her soap package to test out on her kids. Within 1-2 weeks I received the best customer review with pictures included on how her daughter’s skin was transformed using our Nourishing Body Oils. She was extremely grateful and posted this review on her social media platforms. Yes, sending this very small bottle cost me a few bucks to send out for free but the reviews, referrals and loyalty I received from this one customer paid me back for the bottle plus much more in referrals.
Ebony, love having you share your insights with us. Before we ask you more questions, maybe you can take a moment to introduce yourself to our readers who might have missed our earlier conversations?
My business is a all natural body care line that promotes healing, self-care and self-love with using a holistic, herbal approach to their skin care needs. I offer a range of products such as; healing body butters, herbal infused body oils, organic soaps, facial cleansers. and soothing bath bombs just to name a few. The idea behind my business was based on a number of reasons, first I was disheartened by the options available to my son who suffered from eczema and other skin inflammatory conditions. The only option available to him were expensive pharmaceutical drugs that had many side effects. I turned to over the counter medicines and it had little to no effectiveness in treating his condition. I began to research holistic, organic skin remedies that could not only treat his condition but also prevent further flare ups. This research began in 2013 and through many online courses, and reading lots of lots of books on how various natural herbs can heal and repair skin disorders.My products are infused with the highest premium grade of herbs, vitamins and antioxidants that aids in providing therapeutic relief for those who suffer from eczema, psoriasis, itchy skin, acne, and other inflammatory skin disorders. I started doing local pop up shops and Farmer’s markets with some amazing organizers. Through these pop ups, I was able to hear first hand stories by the community of their experiences. Some families expressed frustrations with the lack of consistent access to organic products.
How do you keep in touch with clients and foster brand loyalty?
The easiest and most efficient way to stay in touch with my customers is through email martketing. I can reach all of my customers in one short email and keep communication as a priority. Through sales promotions, new product launches or even if I’m taking a short vacation it is vital to keep that consistent, open communication at least 1-2 times a week.
Can you tell us about a time you’ve had to pivot?
The current economy is forcing a lot of small business owners to pivot in their business. I’ve learned to offer additional services to my line such as private self-care parties, speaking engagements, workshops and new products that can assist my customers with a one stop shop experience. I’ve recently added canvas shopping bags which assist my customers with a reusable, eco-friendly bag they can shop and use over and over again.
Contact Info:
- Website: ebonynoirebeauty.com/
- Instagram: https://www.instagram.com/ebonynoirebeauty/?hl=en
- Facebook: Ebonynoirebeauty
- Linkedin: Ebonynoirebeuty
- Youtube: Ebonynoirebeauty
Image Credits
Image Credits Manifaith Productions