Tag Archives: Evolution

Customer Satisfaction

Give Thanks for everything

Customer Satisfaction

The best kind of satisfaction is reading how Happy
your customer is with their results.
Seeing the results for yourself is an amazing feeling!

Testimonials

Customer Satisfaction is the Ultimate Success Story..

I’m sure we all love when someone goes the extra mile to provide genuine Customer Service, and that person makes you feel special and important to them. The service industry used to always be about ensuring customers are looked after. We gave the best service which was then communicated to our managers at Performance Review time.

Ironically this seems to be missing lately as businesses are more interested in making their money, rather than connecting with those they are helping. Some situations are so irritating. For example, when you pick up the phone to resolve a crisis or situation, and the person at the other end isn’t interested in helping you fix the problem. Usually, escalation is the only way to have these kinds of problems sorted.

I remember a time whilst travelling in Europe, I wanted to ask the lady at the Customer Service Desk about the trains. Whilst I was asking the question, she proceeded to shut the blinds in my face, her eyes facing downwards as she spoke into her microphone, ‘I’m closed!’ Oh the shock on my face, thinking how can she be sitting at the customer service desk when she didn’t want to help anyone?

This was just so against the grain of what I had been doing all my years working for Blue Chip companies around the globe. Communication is important, as well as being honest and offering assistance to help resolve situations. In my opinion, this makes the best kind of employees, and are the type that Clients and Managers always like to speak positively about.

At Essentially Lili, we have heard good and bad things, all of which is to help improve and build rapport, reputation, and credibility. In our previous Blogs, we don’t always get things right the first time and with feedback, we are able to change, evolve, and improve … or in some cases, scrap altogether!

What we love the best is when someone is brave enough to ask for help. They send us their close up photos of their skin, including the blokes who add, ‘Lili, here are my pics without makeup on!’ … We love that everyone is able to join in our humour!!

Once their products arrive, they follow instructions on when and how to apply and any other advice given. When the note comes back to say ‘OMG I love your product, my skin feels amazing, my feet look better than ever before, the Rosacea / Eczema has calmed down, the Acne has vanished, the Menopause – what Menopause?’… This has been the best Testimonial and the ultimate feel-good story for us.

I recently met with a customer who took a risk when asking about my non-commercial products earlier this year. She tried it, changed her routines, and saw an improvement over a very short period of time. She then moved on from the problem-solving Magic Serum to the lush Frankincense Face Serum. She looks Absolutely Fabulous and for me, showed Customer Satisfaction at a wonderful level! This made us both feel happy to see how a little bit of change can make a massive difference to how one looks and feels!

With an overall holistic approach, we try to help our customers achieve the results they are looking for. We believe that a happy, stress-free, well-nourished and hydrated body reflects on the outside with clear skin, a fresh mind, and a body that functions according to its purpose. One that is out of balance stressed, not well-nourished is like a car that hasn’t had a regular oil change, which chugs along inefficiently. Please don’t get us wrong – we all have moments like this, where we are stressed and out of sync. Though finding the balance that works for us individually is what we try to achieve.

BLOG PARTICIPATION:

Yep, I’m sure you could share some really bad customer service stories with us!! We are looking forward to seeing some fantastic and some cringe-worthy stories from you. Please Don’t be shy!!

Should you wish to Contact us for more information, email info@essentiallylili.com

You can read more About Lili here, see the range of Products on offer at Shop Categories or refer to our Blog Library for more topics covered.

Kind Regards Lili @ Essentially Lili

Evolution & Experiments

Evolution & Experiments

Evolution & Experiments

With Jar sizes, Labels & Logo Designs / Development,
as we begin Re-branding & the Next Phase.

Evolution means development, progression, change and transformation.  They are a great way to describe the evolution of Essentially Lili.

When we started, everything was a process of making quick decisions. Our Jump in with Both Feet approach concerned the labels, our colour codes, information for the customer, designing the logo and building the brand.

There will always be someone who does not understand what we like; nor will they comprehend what’s within our heart and drives us forwards.Colour schemes, for example, is a personal preference.We have had humorous and frustrating times making labels from Essentially Lili’s inception.

We tried all sorts of templates, fonts and had some printer malfunctions too. The worst was the classic ‘We have no ink left in the cartridges after printing a few sheets’!This is when we gave all Essentially Lili products their own colour code.

The labels process is still evolving and improving.We hope to change the design to incorporate all the things we loved about the Evolution process.They will be printed professionally so that we can up-grade Our Brand to the next level.

One thing we didn’t want to do was hastily run to the finish line.We felt so much was important to learn and know beforehand, as we aimed for a little perfection and ultimate customer satisfaction.

Regarding the Evolution of Products, there is always space for improvement after making the batch.  When we make the batch, we check to see how the product sets, then how the balm or serum feels on the skin and combine this with the Customer’s feedback.

Sometimes, the products made don’t even make it passed the blending phase or the setting stages when the feedback is ready!

One time, we were making the Mint Body Butter in a whipped cream formation.  The smell of Peppermint was so delish that we had to keep reminding ourselves it was not for internal consumption!  The door-bell rang when our child arrived home from school.We leaned the whisk to the side of the mixing bowl as we buzzed the door open when we heard the massive CRASH!

The bowl of liquid balm mixed with peppermint fell and was all over the stove, leaving a fraction of the product for us to save!   Urgh, the horror, the clean-up, the butter and oil that needed to be collected, and that delightful smell which we were unable to put on our bodies.  Lesson learned … take the whisk out or don’t answer the door!!

Another time, we were experimenting with making an oil and water-based lotion for the first time. We put the blend into a container to set it in the fridge. A few days later, our son decided he wanted something from the fridge and climbed in reaching for the top shelf where the container was located.  It flew right over the top of him and crashed onto the floor!!!

The water content went one way whilst the oil base went the other!  What a crazy sticky watery mess… though he did provide the feedback about the product which hadn’t worked out!

Sometimes, the product concoction is great for those that use it, whilst the chronic suffers finds the blend not strong enough.Other times, the mix of Essential oils is so spot on that the intended results occur after a few weeks of usage and helps the customer gain their ‘life back’.  Refer to Testimonials.

Our main focus is being able to help people not suffer from aches and discomfort.We have to be open to receiving both positive and negative feedback.This helps us to improve, change, transform, develop, and ultimately Evolve Essentially Lili’s products for Customer satisfaction.

BLOG PARTICIPATION:

We would love to hear from you.Tell us in the comments below about your Essentially Lili Product(s) that you have used and what you love the most about them?  

And for those that are brave, we would love to hear about when you tried to do something for the first time, but it had an EPIC fail as we did in our blending experiments!!   It’s not for criticising anyone, but to look back and laugh about what happened instead!We would love to give some products away to those that participate in this!!You have to let us know what you like!

Should you wish to Contact us for more information, email info@essentiallylili.com

You can read more About Lili here, see the range of Products on offer at Shop Categories or refer to our Blog Library for more topics covered.

Kind Regards Lili @ Essentially Lili