In today’s episode of The Render Podcast, we are continuing our third episode of our newest series called In Conversation with and this week we are chatting with our guest Jennifer Trotter of Lip Service Makeup. Having over 30 years of experience from tv shows, production companies, weddings and events, Jennifer has paved her way through the event industry and truly knows the ins and outs when it comes to working with different clients along the way. 

Cam sat down with Jennifer and talked through the ins and outs of running a business, when to say yes (likewise, when to say no), and how the customer is not always right. Join us on this journey of talking about all things business and knowing how to guide the client in the direction they may not realize that they needed.

LISTEN NOW – APPLE | SPOTIFY

Navigating as a Business Owner

As a business owner in the event industry, there is so much you learn by living through working long hours and for events specifically, how the clientele works in that world. You get one idea and see how you can adjust to make that one work and then you may hit an obstacle and want to figure out how to overcome that. Going through these things teaches you something that you cannot explain unless you have been through it. Jennifer talks about her background in conflict resolution in corporate training and she trained entire staffs from the ground up. This knowledge of how to work with the varying groups of people you will mix with is a key component to knowing how to navigate owning a company. Being the leader of a team is knowing how to manage the communications that come with being a service based company. It may not always be the case, but being able to navigate the differences that come with working with the different clients you may book is a helpful skill to have. 

The Customer May Not Always Be Right

You may be turning your head by reading that, but it is true! The customer is not always right, but hear us out. We are the experts in what we do. It is our business and we certainly know more about the business than someone else on the outside would. When you are inquiring with a company for a product or service, you are obviously interested in that item or service. With that being said, you as the owner of the business need to be able to guide your customer or client to the best of your ability. They are coming to shop and buy from you and you are the expert in your field. Lean into what you do and know best to help serve your audience well. 

If the client comes to you with an idea or an addition to the service you are already going to be providing, you have to know if you can manage that. Rightfully so, you know what you and your team can and cannot successfully pull off and do. What people really are paying for is the value of your years of experience and your trust that you are going to guide them the right way. They are leaning into your expertise and trusting that you will support them not only by providing them with an excellent service or product, but also with a great experience of guidance along the way.

Jennifer gives the example that as a bridal beauty pro, she can sometimes expect for a last minute request of another few gals being added to the mix of hair and makeup. That may look like adding a few more stylists and artists to the original quote, but it can happen, it just needs to be done correctly to avoid confusion and frustration along the way. It is your job to educate them and lead them along the path that they need to take. Our job role as professionals is to solve your problems. If you are going into your wedding day with a few nerves, lean into the professionals to help guide you to relax, take care of you, and create an enjoyable and unforgettable experience while also getting ready for the best day of your life. 

Adding Value to The Customer Experience

Cam and Jennifer both mention that you are the expert in your field, so guide the client in that direction. Add value to their experience. Give them something else to rave about when they talk about what it was like to work with you. Take that extra step and help your bride navigate which way she should lean with her overall floral design. Does she want to be trendy or stay timeless and chic? What about when your brides mom cannot figure out what dress to wear? You know the entire design and vibe, why not help her out with your professional opinion as the hair and makeup artist? While they may not realize it, they are coming to you and booking you for your skill and expertise in that field. When you continue to bring the tangible pieces to the puzzle, you are upselling your client experience even better than you could have imagined. It’s the benefit of your years of knowledge and experience that you are sharing that creates an added value that is priceless in the long run. 

Step Into the Consumer Mindset

You want to take care of your clients and by doing this well, they will continue to come back to you and spread your name to their circle of friends. As a consumer, when you are investing or making a large purchase, you want your needs met in the way of understanding the value that is behind the service or product you are purchasing. Remember to step out of the business owner mindset from time to time and step into the consumer mindset.

Think about buying a house, whether you have or have not ever done this. This large of a purchase is a lot of money to put toward something that will ultimately be an investment property and making sure that you are putting your money into a good purchase is key. You want to be, as the consumer, reassured in your decision. If that means asking all of the questions, then do it! A question unasked is an answer unknown — do yourself a favor and educate yourself on your purchase and ask the question! Run your business as if you were the consumer and think to yourself, would I want to give them my money? 

You can connect with Jennifer through her website, Instagram, or Facebook! You can see what shows, brides, and headshots she is currently working on! As always, thank you for being here and we love having you be part of the Render community. We will see you next week, friends!

Joyfully,

Raven Scott | Podcast & Marketing Coordinator