A Page from the Inventor’s Notebook
Corrie Wilder is founder and Managing Partner of Grippies, and she graciously took time out of her busy schedule to share with us a day in the life of a small business entrepreneur. And actually she didn’t even need to share a whole day to give us an idea of of what goes through the mind of a small business owner countless times a day. Below is a glimpse inside Corrie’s diary, or as she calls it her “Inventors Notebook”, which gives us a first hand look at just one of the many challenges that face small business owners…managing customer expectations! We owe a big thanks to Corrie for sharing, so if you have a minute stop by Grippiesonline.com and check out her products!
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Each day is different, each day brings its successes and challenges, some days are easy and stress free when it comes to my business, some days are dark and scary. There is no day I could categorize as “typical,” other than the days I worry that my clients don’t get what they need the minute that they need it. For me, and for many small business owners, that’s typical.
One day in particular comes to mind when asked about what a day is like for an entrepreneur/small business owner. I’ve decided to share with you pages from my diary, my Inventor’s Notebook: (I highly recommend everyone to carry one around with them and jot down ideas any time they come to mind.
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“The little red light is blinking again. Generally I would stop whatever I am doing to get to my beloved BlackBerry, to answer the call, loving that someone out there truly needs me immediately. Or at least to learn about the new sale at Piperlime.
Only this time, I know deep down that is not another retail order on my site. It is not a 20% off coupon to my favorite children’s clothing store or the latest feed from my growing reading list. It is my very first “big client,” who placed our first OEM order, looking for their custom product. I don’t want to open the email because there is no answer for my client yet. I haven’t gotten confirmation from overseas regarding my artwork, and I truly have no idea when their product will reach the states for QC and shipping.
My client is a mom-owned small business like mine, but everything we have in common and the lovely relationship we’ve built over the past 4 months will go up in smoke if I cannot deliver their product for them to use at their trade show.
My face is getting warm. Thankfully for me, this client has never met me face to face—if this was an in person meeting rather than a follow up email she would see me ruddy, hear my voice crack and notice me shifting in my seat stumbling for the right words.”
This is a common challenge: eager clients (who pay!), the need and desire to satisfy the client, but not always having complete control of every step along the way. Taking my clients’ needs and goals to heart is good, but at what point should I take the emotion out of it? How do I calm this anxious client without coming across as insensitive, or worse, patronizing?
“I press ‘reply.’
‘Hi [client],
Your product will be in-house any day. I am awaiting confirmation paperwork, and as soon as that information arrives I will notify you immediately. In light of your upcoming tradeshow we will be sure to ship your product overnight through our account to give you as much time as possible to prepare for the show.
We appreciate your continued patience with production of your custom product. Please know we are working diligently to provide you…’
The red light starts blinking again. I click ‘save as draft’ and toggle to the inbox.
It’s the AWB. Overnight shipment from the factory to arrive on site by Tuesday.
I let out the breath I have been holding, and toggle back to my client’s email. I erase the original and start fresh.
‘Hi [client],
Your product will be in-house for final QC checking on Tuesday. In light of your upcoming tradeshow, we will ship your product to you using our express shipping account to give you as much time as possible to prepare.
We know you will be pleased with your product, and look forward to our continued relationship with your company.
Please share any feedback (and pictures) that you can of your experiences with the product and at the trade show. Your opinion is paramount to the growth of our business and evolution of our product.’”
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Maybe one day I’ll be able to let go of the things I can’t control and allow myself the satisfaction of harnessing those things I can. But for now, I’m just happy my client is happy.
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