We were lucky to catch up with Robin Williams recently and have shared our conversation below.

Robin, thanks for joining us, excited to have you contributing your stories and insights. One of the most important things we can do as business owners is ensure that our customers feel appreciated. What’s something you’ve done or seen a business owner do to help a customer feel valued?

Customer appreciation is paramount in running and maintaining a successful business. Without our customers we are nothing so it’s imperative we show them that they are valued. One of the biggest ways I do this is by offering client specific discounts, I have a loyalty points program where my customers and clients can earn discounts and freebies for products and hair styles as a means to show that I appreciate their business. I’ve been working on a good referral program as well since a lot of my business comes from word of mouth. I’ve worked in customer service for 15+ years and that’s the number one message from every company I’ve ever worked for. Customers come first; and a lot of companies who show that they value and appreciate their customers are typically more successful than those in the same line of business that don’t.

More recently I provided services to a client for free. I did so, to show that I appreciate his time and effort. Gas in the vehicle to get to me costs money, and I believe that time is a form of currency we can never get back. For clients like him who consistently show up, the last thing I want to happen is for them to lose their faith in my ability to provide a quality product/service due to a lack of accountability or consistency. So, I have to be accountable and rectify my wrongs. I’m still a customer and consumer, so I treat my clients the same way I’d want to be treated if the situation were reversed. That client was appreciative and made it clear that he would return because I didn’t make excuses. I admitted to my fault and I did what I could do to show my appreciation for him taking time to show up, even though I did not.

Robin, 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?

NIBS Naturals has been years in the making, and I decided one day to step out on faith and just start where I could until I get where I want to be. I’ve been braiding hair since Elementary school and my first ever job in High School was working at Chavars Hair Salon in Detroit, MI as a Natural Hair Stylist and Braider. I’ve always been fascinated by hair care and it was something I was naturally adept at. I choose to focus on Natural Hair because I can remember myself growing up and hating my hair. I had always wished I could have the straight beautiful flowing locs like the people I saw on TV or in the movies. Not the kinky matted mess that was often my hair that I learned to love. Not only my hair but myself for who I am.

NIBS or ‘Natural Irresistibly Beautiful Souls’ offers not only natural hair products and services, but I aim to educate every person that sits in my chair about their hair and accepting their natural beauty. Natural Hair Care takes a holistic approach; in such we don’t just tend to the hair but the whole body and mind of our clients. We’re not doctors or therapist and certainly should be urging clients to seek professional medical help when needed. Yet at the same time, we are to be that friend for our clients who encourage a more healthy and natural lifestyle. I want everyone to know that our naturally curly, kinky hair is beautiful just the way it is. We have so many beauty standards these days and I want people to understand that we are to set our own standards for our own beauty.

Another problem I’m working to solve with NIBS Naturals is using the best possible ingredients we can for Black hair care. Upon starting to formulate my own products I’ve learned that often times Black hair products are made with cheap synthetic ingredients that don’t do much for the health of our hair in the long run. I wanted to change that and provide an affordable product with simplistic ingredients of quality. At the present time NIBS offers shampoo, hair oils, pomade, body scrubs, and conditioner; all of which are made with organic and naturally derived ingredients to provide our tresses and skin with the love and nutrients it needs. As well as services for those naturalistas; and those on or wanting to start their “loc journey.”

Have any books or other resources had a big impact on you?

I am an avid reader and of all the books that I’ve read ‘The Why of Work’ by Dave and Wendy Ulrich has really been a game changer for me. And I mean I’ve read books from Napoleon Hills ‘Think and Grow Rich’ to Stephen Coveys ‘7 Habits of Highly Effective People,’ and nothing has put the WHY of business into perspective for me the way ‘The Why of Work’ has.

So much so that I’ve gifted the book to several people I know who have started businesses or were interested in starting one. I’ve even created my own version of ‘Cliff Notes’ for the book. In a short sweet summary, it’s all about how to find meaning in the work you do! Not just for yourself, but for you clients, your employees, investors, and your community. According to the book, when we find meaning in our work, we find meaning in our lives. Abundant organizations are a result of it:

“Creating meaning for their employees, investors, and the world as a whole. An abundant organization is never short on: passion, creativity, integrity, resilience, love, leadership, determination, and resourcefulness as these things matter most. They are profitable and not only focus on competition, but the opportunity and synergy.” -The Why of Work

Overall, if you’re in business solely to make money nine times out of ten you won’t see the abundance of happiness, joy, freedom that you seek. Everything we do from the services or products we offer to the the way we treat our employees and customers must be driven by a purpose. It’s not simply to make money, but to solve a problem within society that is directly inline with natural abilities. There was a quote by Woodrow Wilson that really stuck with me which is:

“You are not here merely to make a living. You are here in order to enable the world to live more amply, with greater vision, with a finer spirit of hope and achievement. You are here to enrich the world, and you impoverish yourself if you forget the errand.”

Even before the book I always wondered what my impact to the world could be. How could I not only make money, but change the lives of others? I truly believe that the money will come, as long as I remain true to my vision. My values and my vision. I want every person that sits in my chair or buys my products to not only find value, but be enriched by how that product/services brings meaning in their own lives through my story.

Okay – so how did you figure out the manufacturing part? Did you have prior experience?

I do manufacture my own products and it was a hard choice to make. I went back and forth with whether or not I wanted to formulate my own products or use a Private Label Company. It seemed like the easiest option, but not a financially feasible one at the time. I chose to make my own for one reason; I wanted to 100% control what went into my products without the high cost of someone else doing it for me. Again, I started where I could and I know with consistency and hard work I will grow. While I certainly would love to have paid those companies to do it for me after creating the base recipe for my products; $15,000 wasn’t a feasible option for me at that time. So I did my own research and found a God Send of a resource.

Chemist Corner at that time, was offering a free course in Basic Cosmetic Formulation. Sadly after many people stealing their course and offering it for profit, they now charge a fee. However I learned what I needed to start. How to create a stable formula, what ingredients to use, how to use them, and how to test my formulation for shelf life. They also have other paid course options available and the one I opted for was in Natural Product Formulation. This course is how I learned that NOTHING in Cosmestics is truly 100% natural; especially when it comes to emulsions like Shampoos, Creams, or Conditioners. Majority of the ingredients are either synthetically made or chemically processed from naturally derived ingredients. It took months of researching various oils, emulsifiers, fragrances, etc. before I even attempted to make my first product. It’s still a constant learning process. However, I was able to find naturally derived ingredients on the Whole Foods Premium Ingredients list to pair with the organic oils and butters I use.

The biggest lesson I’ve learned in this process is patience. Remembering that nothing worth having comes easy. If you’re considering formulation just know that it’s a tedious task but it can be done. You must have patience because you will try and fail over and over again until you find the right formulation. I’ve spent so much money failing it’s crazy, but those failures eventually lead me to success. Just know that there are countless resources available to you. And like me, you can do it!

Contact Info:

• Website: nibsnatural.com
• Instagram: natural_nibs
• Facebook: Natural NIBS
• Youtube: @naturalNIBS