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How to handle tricky wedding client relationships with Jen Trotter
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Today I am chatting to Bridal Makeup artist and conflict resolution expert Jen Trotter. We talk though her story from solo makeup artist to building a team as Lip Service Makeup and she shares her expect tips on handling tricky wedding clients.
Jen advises on handling client frustrations, avoiding defensiveness, and using empathetic phrases. She also cautions against over-apologising and discounting services. It's a great episode with so many practical tips and pieces of advice.
Find out more about Jen Trotter
Time Stamps:
Building a Bridal Beauty Team (00:00:00) Starting a bridal beauty team and the importance of gradual growth and course correction.
Introduction to the Podcast (00:00:29) Becca Pountney introduces the podcast and its focus on actionable tips and strategies for wedding business owners.
Jen Trotter's Background (00:01:37) Jen Trotter's introduction and her experience as a bridal beauty expert in Dallas, Texas.
Skincare and Sun Allergy (00:01:58) Jen Trotter's skincare secret and her avoidance of the sun due to allergies.
Transition to Bridal Makeup (00:03:25) Jen Trotter's transition from modeling and TV presenting to becoming a professional makeup artist, particularly in the wedding industry.
Working with a Team (00:07:59) Jen Trotter's decision to build a team for her bridal beauty business and the process of transitioning from full-time work to focusing on her business.
Recruiting and Quality Control (00:11:58) Strategies for building and maintaining a reliable and high-quality team for a bridal beauty business.
Importance of Communication and Conflict Management (00:15:10) Jen Trotter's expertise in communication and conflict resolution, emphasizing the significance of managing communication and reducing conflict in a business.
Practical Ideas for Managing Conflict (00:20:12) Advice on identifying and addressing potential sources of conflict and chaos in a business, focusing on improving processes and customer experiences.
Fixing Issues in Contracts (00:20:58) Jen discusses the importance of addressing contract issues and the need for a toolbox to handle client issues effectively.
Dealing with Client Frustrations (00:22:07) Jen explains the importance of addressing client frustrations and providing reassurance and solutions.
Differentiating Real and Fake Problems (00:22:58) Jen discusses the need to differentiate between real and fake problems and how to handle them effectively.
Managing Emotions and Communication (00:25:55) Jen emphasizes the importance of managing emotions, using effective communication, and avoiding unnecessary apologies.
Utilizing Manipulation for Positive Outcomes (00:32:27) Jen shares phrases and strategies to manipulate conversations positively and influence client perceptions.
Avoiding Over-Apologizing and Using Effective Communication (00:36:09) Jen advises on avoiding over-apologizing and using alternative phrases to communicate effectively with clients.
Differentiating Us and Them Problems (00:40:45) Jen discusses the need to take responsibility for client relationships and differentiate between genuine client issues and toxic clients.
Jerk Clients and Communication Issues (00:42:39) Dealing with difficult clients and recognizing communication issues in business.
Learning from Business Mistakes (00:43:33) Reflecting on past business mistakes and learning from them.
Taking Control of Your Business (00:44:13) Importance of maintaining control over business decisions and contracts.
Building a Successful Brand (00:46:18) Protecting and growing a brand through strategic business decisions.
Achieving Excellence in Business (00:47:03) Recognizing the impact of business changes on achieving excellence.
Connecting with the Speaker (00:48:05) Information on how to connect with the speaker and share feedback.
Reflection on the Conversation (00:48:42) Reflecting on the conversation and the value of learning to deal with difficult situations.
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