So, we’re all tired of social media and the endless ‘I-think-I-Need-To-Do-It-This-Way’ self-puffery or ‘My-Life-Is-Perfect’ fakery, but more and more, certainly in my feed, we’re seeing brilliant entrepreneurs/creators/worker-bees saying it how it actually is and being real.
I’ve been pondering all this myself.
I had a love hate relationship with social media last year as I took my book on its global tour speaking on stages and in bookstores from Austin to Mumbai to Warsaw and good old Waterstones White City, my old Publicis Groupe local. Telling the world about the events, not just for the sing song look at my life sheen, but with the intention to ‘sell more books’ per my publisher guidance, but oh the sell, sell, buy, buy messages were contorting me inside. I realise now those posts were always way more about the selling than about what I was offering. I was naively swept up into the This Is How You Sell Books realm without the clarity of ‘this is my service, does this sound useful to you?’ substance.
I recognise now that THAT was my internal struggle, what was the point of it all?? I didn’t and don’t condone digital SHOUTING and I didn’t have clarity around my own business offering and services at that point.
I was departing corporate after a 12 year cycle, tentatively entering a new entrepreneurial chapter nervous about going big and raising whopper investment this time (different from my first self-funded entrepreneurial forays back in 2003), and meanwhile my entire personal life was crumbling, chaotic, changing, traumatic, terrifying and everything was unfamiliar. I wasn’t sure who I was any more let alone what my ‘offer’ to the world was!
Anyway, I’m starting to get a little more clarity now. It’s all still shaping and I’m honing where my attention and focus flow and how this can be potentially additive to the world, as that is my intention, not noise but valuable contribution.
So, today I would like to share some love about exemplary business leadership, top class customer service and celebrate a founder whose product I adore. This is both an advert for her range (unrequested) and a lesson in low-effort, high-yield truly excellent customer service.
LAURA JEANNE, the founder of Laura Jeanne Design is a model cum artist cum fashion designer creating stunning coats and outerwear for sports events, horse racing I believe mainly. She has featured in the Sunday Times, et al, and royalty love her. Her brand is cute, strong and utterly seduced me at first glance.
I was prepping my emigration to Amsterdam and in need of a raincoat. Yes it rains more there than here Rudiger Wanck😉 Laura’s ad popped up on my insta feed and I was smitten. Not just because the fit and flare style of the coat is EXACTLY my style, but because she filmed her ad footage at the gorgeous Hever Castle where Ruud and I had just married.
So a few minutes later, seamless purchase experience complete, I had ordered my new Chelsea Rose coat.
The next day I visited her website and noticed 10% off being offered to her first time customers and kicked myself that I had been too impetuous and not saved the 10% – this was a luxury, premium-priced coat. Opportunistically, I emailed customer services to ask if I could retrospectively cancel and re-order to make the use of the discount. Within minutes I had a personal reply from Laura herself, on a Saturday morning no less, offering to refund me directly to save me any admin fuss. Within moments I had the cash back in my bank account and a LOT of respect for an inspiring, efficient, talented, warm and heart-centred woman.
So, thank you Laura for that exquisite customer service and making me feel utterly respected, honoured and worthy in our short interactions.
When the coat arrived in its splendour, boxed and magnificent in its tissue-wrapped packaging, my experience was even more satisfying, thrilling and indulgent in all the best ways.
Now, on this rainy London day I’ve had the chance to wear the coat for the first time and I LOVE it. I’ve had compliments from strangers galore, restaurant staff at Rosewood Hotel Groupwhere I’ve had my office base for the day, and well I just can’t stop twirling.
So, kind staff and a busy but extraordinarily kind stranger waiting for a taxi have taken this footage today below which I’m sharing here to say:-
This brand is FANTASTIC.
This product is DIVINE.
This founder is BRILLIANT.
This business is EXEMPLARY.
This is customers service delivered with FIVE TWINKLING STARS!
If you’re looking for a feminine, high-quality raincoat look no further. Buy from this incredible designer. https://www.laurajeanne.com #chelsearosecoat
And here’s me twirling in it… Click this photo (sadly my hair did NOT look like this after being drenched in the rain!).
Thank you Laura Jeanne for showing the world how it is done. You have a loyal customer here for life.
This, to me, is Human Connection in business: making another human feel seen, valued and delighted, then letting the commercial magic flow from there.
And as for social media, isn’t this the sort of thing it’s for?? Celebrating our own learnings AND the goodness and excellence we find along the way??
Now back to my twirling through London in the rain!
#customerservice #businessleadership #founderenergy #sharethelove #humanconnection #goodenergy #soulwork #integrity
PS Really chuckling at my odd knee bending, in between twirling movements. Obviously something innate about princess curtseying in a frock or something, lol!
PPS Again, I’m looking for a social media video editor to help me with my paltry efforts at stitching footage together. Check my wedding video post on insta last night for another ‘trying hard but could do better’ effort 😉 #seekingsocialmediacontentgurutohelpme! https://www.instagram.com/reel/DeKeSXyxQ7V/?utm_source=ig_web_copy_link&stkn=MzRlODBiNWFlZA==
