Ever wondered why someone might stop booking appointments with you? Is it fear? Maybe they didn’t like you? Or could it be about money? Interestingly, numerous studies show that the number one reason why people discontinue any service is embarrassment.
Think about your hairdresser. Have you ever forgotten to make your next appointment, and then too much time passed? Suddenly, you’re in the supermarket, and there they are, down the next aisle. Panic sets in as you think, “Oh no, she’s going to think badly of me because I forgot to book. I even forgot the salon’s name! I can’t let her see me!” You end up hiding and ducking around the shelves to avoid them. Sound familiar? Well, guess what? Your clients feel the same way too!
If embarrassment is the main reason people stop working with you because they forgot to book the next appointment or too much time has passed, it’s up to us as business owners to extend the Olive Branch back to them.
Extending the Olive Branch
The phrase “extending the Olive Branch” originates from the Noah’s Ark story in the Bible. When the Dove returned to the ark with an olive branch in its beak, it signified the end of the flood and the return of land. In English, it has come to mean offering friendship, forgiveness, or reconciliation. Extending the olive branch is a gesture of goodwill, letting clients know it’s okay that you haven’t seen them. It opens up a line of communication.
Isn’t it fascinating? In our heads, we’re constantly worrying, “What do they think of us? Is it because of this? Is it because I said that?” Meanwhile, they’re thinking, “Oh my goodness, I’m far too embarrassed. What is she going to think of me?” If both parties are independently worried, why not make that connection? Go ahead and ask the question!
Simple Steps to Reconnect
I have a straightforward way to build that connection without any awkwardness. Ready? Phones at the ready. Here it is:
“Hey [Name], [Dog’s Name] just popped up in my brain, and I wanted to see how they are. It’s [Your Name] from [Your Business Name], by the way, if you don’t have my number saved 🙂”
For example: “Hey Jenny, Fido just popped up in my brain. I just wanted to reach out to see how they are. It’s Elle from Canine Care Hub, by the way, if you don’t have my number saved.”
Right now, open your phone and send that message. Have you done it?
Elle’s Hack: Typos Aren’t the Worst Thing in the World
There have been times when teaching this that I accidentally made a typo in the message, and you know what? That’s almost better! I often send messages with spelling mistakes, and the fact you are physically typing this out quickly because you are making a genuine personal connection is far more important than perfect spelling. Some of you might cringe, thinking it’s unprofessional to send a message with a typo, but in reality, the simplicity and honesty of the message will make you stand out. It’s not just another copy-and-paste ‘send to all’ style message.
So, next time you’re thinking about why clients might have stopped booking with you, remember the power of extending the Olive Branch. It could be the key to breaking down barriers and reconnecting with those who simply felt too embarrassed to come back.