Hey. Hey, welcome to the Summit Host Hangout Podcast where you'll learn how to host a high converting virtual summit that leads to your biggest signature offer and launch yet. I'm your host, Krista, from Summit in a Box, and I have an episode today that I know so many of you are gonna love. I feel like customer service is one of the not so fun parts of hosting a virtual Summit, and it's something that takes people by surprise, but really it's it's bound to happen. When you have 1000s of people at something for free, there will be at least a couple of those people, and they are hard to deal with. And I know for those of you running your first summits, they can really take you off guard. So I hope this episode will shed some light on situations you can expect in your summit today, as far as customer service goes and how to handle them. And then, for those of you who have hosted Thomas before, I'm guessing you're just going to be nodding and smiling, rolling your eyes, laughing along with us, because we've all we've all been there. I'm not taking this topic on alone now. I brought back Margaux Fraise, who is the owner and creative director of Harmony Creative Studio, an award winning boutique wedding planning firm, in Los Angeles, California, as stage four breast cancer survivor. She has a unique perspective on what is truly valuable in love, life and weddings, and she brings that viewpoint to help her clients hone in on what matters to them. As a result, her work has been featured in numerous publications, including Style Me Pretty, Brides, The Knot and more. She serves as a wedding business educator, frequent podcast guest and motivational speaker, course creator and host the twice yearly premiere online summit for wedding pros, The Wedding Summit Series. She was on the podcast back in episode 140 where she shared about leveraging connections over paid ads to grow your summit. And I'm so excited to welcome her back. So glad to have you here Margaux.
Oh, thank you so much. It's so funny, because that intro is a mouthful. So, apologies. I just realized that we just kind of changed up how we do summits so we're only the one time yearly, premir summit, we changed our model. We're always evolving. So it's really funny. I'm like, Oh, wait, we should probably change that. Yes, I'm so happy to be back. I am a loyal Summit in a Box student, Accelerator client, all the things. The summit model has really changed my life and my business so I'm always excited to chat with you.
Yeah, and for everyone listening, Margaux's one of those people who is just such a joy to be around and to work with, and she is so kind. But she has the strategic brain I just love. I just love it. You have, like, the business side of things just down. You're not afraid to dive into some strategy. And it's always so fun. So I'm excited to kind of weave that in today. So tell us a little bit about your events you have. How long have you been doing the twice yearly before? Now you're going to switch to annual, right?
We just switched that. So we started doing summits in February of 2021, basically, I said this before, in the summer of 2020 as a wedding planner in Los Angeles, where we had very strict lockdowns, I was looking at six months of nothingness. So I decided to start a summit. So we've been doing them twice yearly from 2021 last year, I added in some paid workshops, you know, kind of mini summit models. So we're doing two of those now a year. So we've been doing it for a long time, and I'm at the 10 summit mark, so I think I can safely say that I'm experienced at doing them.
Absolutely. I've only done 11, so you're about to pass me.
Wow, didn't realize that. Well, I'm, I'm a, I'm a masochist. I'm a you know, I love.. it's probably more than I should be doing, but,
Oh gosh. Well, okay, so you reached out to me a while back and asked to talk about the topic of customer service, and what made that something that sticks out to you that you wanted to talk about?
Yeah, so just a little backstory on me. I had a whole separate career. Before I was a wedding planner, I worked in retail and retail consulting. So I have 10 years, a decade of experience as a waitress, a bartender, a bar manager, a retail store manager, a retail regional manager, a retail trainer, a retail consultant. So I have worked with the public in just about every capacity that you can think of, and now in I'm bringing that into my both wedding business and my summit business, because customer service is something that I think people overlook and they don't think they need to practice train about they're like, oh, I'll just answer questions, and it'll be fine. But there is really an art to it. And some people who dive right into either the wedding industry or into online business sometimes don't have the pleasure, I call it, of working with the public. So So I noticed that in both my wedding side. So the people that I coach that are wedding pros and other, you know, kind of Summit hosts and online business people, there was a little bit of a disconnect with the customer service. And so I think that you do a great service in customer service inside summit in a box, because you start. With these templates for emails that are like, these are templates that you can use that are going to be the answers to the most frequently asked questions. And you weren't kidding. They were frequently asked. They really were. You were talking about first time summit hosts. And you will be surprised. I was surprised by what I really think is a lack of knowledge about online business. You and I, and most people listening to this podcast are very familiar with how online business works, logging into a educational platform, looking up a URL, clicking buttons, entering we're all very familiar with that your average person kind of isn't right. And I found out that the average wedding pro definitely not right. That's no shade to them. That's not their that's not what wedding pros do. They're not online business owners. They are in person service providers, providing service for weddings, and they just have to do a little bit of online business for their business as a whole. So I found that when I did that first summit, I was getting a lot of those frequently asked questions, and then some that were about things where I was like, Oh, that seems pretty simple, but you have to put yourself in the mindset of your attendees, really. And so that's why I wanted to talk about it, because I feel like there's so much room there to not only have a better summit attendee experience, but also make the summit host the online business owners or also the wedding Pro I did a whole separate training for customer service for my wedding pro audience the other Day to make our lives easier through better customer service. So that's why I'm here.
I love that, and, like, this is going to be a great learning experience for me, because, like, I do provide those templates, but I have never thought about that in depth. It's like, All right, here's what I'm going to say, I'm going to be nice, I'm going to affirm whatever their issue is, and I'm going to, like, solve the issue. But I'm guessing there are, you know, there's some deeper thinking I could be doing, and now I just tell Kate, like, Kate, deal with it. I cannot. So this is gonna be really great to hear from you about. And I think to set the stage, let's kind of brainstorm some of those more common customer service inquiries you've gotten at your summits, both the reasonable and the not so reasonable things.
Okay, so let's start with the reasonable right? Because most of the reasonable requests are those things that you gave us email templates for people are asking for, how do I log in to get my purchase? How do I become a speaker? How do I find the video for today? I didn't get the email like, very reasonable, like perfunctory, logistical things, right? You covered a lot of that, right? And so all you need to do is, you know, get Summit in a Box. I highly recommend it. Take those plug in your you know, your details. I have to update them for every summit, because I'm like, Hey, find this here and find this here. But it takes a lot less time than if you were to write them all together. But then there are what I call the extra special emails. And these are the ones that summit hosts know will make you rethink all your life choices, because they're the ones where you just sit and look at them like, Oh my What? What like do you do a double take? And those are usually the ones where people are sending you emails out of frustration. And so that's kind of like the first thing that I want to talk about is if you get an email, like, I got an email once that was literally just all caps. Love those all caps email, right? All caps. Stop sending me emails. I don't want your emails just all caps, right? And I'm like, All right, but those emails that we get, they come from a frustration from what I said before, which is that the average person is not super savvy with online business, right? The average person signs up for emails from Kohl's, from a beauty supplier that they like, from something they bought, right? And then they get into this world where they're like, Oh, I'm gonna look for some education. They sign up for our emails, and our emails are not sales emails, right? Like you get an email from a brand and you're like, oh, a sale, not interested. You just delete it, right? You don't really think a lot about it. But for some reason, when people get emails from summit hosts, online providers, coaches, whatever, they have a tendency be a little bit more intimate. That's by design. We're speaking directly to them. We have a tendency to use those settings in our, ESP, our email service providers that are like, Hi Krista, you know, that will input your name so it feels a little bit more intimate. So they feel like you're talking to them, right? Because they're just not used to, you know, getting so many service emails and so to them, it's a little bit more personal, but they sometimes don't know the mechanics of, like, opting out and unsubscribing and clicking buttons and doing whatever, even though, in your email you may tell them, right? Like, I tell people, like, if you're not interested in hearing about our Black Friday Sales, click this. Button and opt out. I don't know what that means, right? So it's a little bit of training, but also it's a little bit knowing as an online business owner that that frustration is not necessarily directed at you personally, and it's not something that you can take personally. So when I get those all caps emails, I'm like, Okay, well, that's coming from a point of frustration, right? So I just have a, I have a little like, you know, there's not, like, a lot I can do, and I just delete them on the back end, but then also as a little service, right? And as also, like, a little way to make myself feel better. I send them an email where I say, I reply and I say, hey, you've been removed from our emails. This is the last one you will receive. Just so you know, all emails have an unsubscribe button at the bottom, including ours, so you can opt out of emails whenever you want. Because I'm coming at it from a place of like, they just don't know that that's what they should do. Because if she knew it was so easy to unsubscribe, she would not have sent me an email that was all caps asking me to not send her any more emails, right? So it's so funny that we like take that personally, to to our core, like this. This is about me. That's something that I did, and I've started to look at it as just what it is, which is that most people just aren't that savvy. So, yeah.
Okay, see, and I am so bad at that, I take that so personally, like to the point where I avoid my inbox altogether, and it's so how much better does that feel to just flip it and stop making things all about you? Hello.
It's funny, because as a wedding Pro, we deal with high emotions all the time, right? I'm a wedding planner, weddings are high emotion all the time. It's like these people's most important day of their life, they think, right? So I learned back, you know, back in the day with wedding bro, with with working with weddings especially, is that you're gonna have these heightened emotions, and sometimes you're just the messenger, right? And that's true with any online business thing. They're asking you a question, no matter how poorly worded that question might be right, because all also people are not the average person is not a great writer. Yeah, they just aren't. So they'll send you an email that's like, why are you doing this? But really, that just means I don't understand this, right? But because they're not formatting their question, well, it comes off like a personal attack. So I've just come to, you know, through years and years of brides and vendors and back in my retail day, like VPs of corporations, you know, sending me emails. I take their wording, and I'm just like, what are they really asking? Well, they're really asking why this is happening, or what this is about. And so sometimes you just have to think of yourself as just the messenger. I am acknowledging that they have a question. Thank you so much for that question. Apologies. If it was confusing, you can apologize. When you apologize, you're not necessarily saying it's your fault. You're saying I'm sorry that was confusing to you because it was right. Sorry if that was confusing to you, here's how we do it, and it's just the message. You're just the messenger. And so that's another reason why I think people need to use email templates and write more for themselves. I have a whole set of things for wedding pros. I'm like, here's all the emails that I think you need to have templates for, for customer service things, because sometimes that's when we get into our emotions, when we sit there and we feel like we have to write every email right when you have a template, you have the template, you put in the pertinent details, and you just send it. And you don't have the time necessarily to get bogged down in like, why are they feeling this way about this thing that I spent so much time on? You know what I mean? Because I've been there. But like, sometimes you're just the messenger, and they have sent you a bad message like or a bad question or a badly worded question, and we just have to kind of move forward. Yeah,
I'm thinking like, how much time do I waste on a daily basis making sure my emails are perfectly worded and have smiley faces in the right places and all of this ridiculous stuff? The average person does not... that's not a thing that's on their radar. They just say, what the thing that's on their brain, and don't overthink the response. So that is such a great point. I also just love the point of not putting too much meaning on that, because I can think of several cases right off the top of my head where I've had, I've seen students or clients or just people in our free group being like, I just got this piece of feedback, and I'm thinking of just pulling the plug on my summit all together. It's like, okay, well, how many people are excited? You know? Answer is: essentially, hundreds. It's like, okay, let's not do that. Let's rethink this a little bit and put a little less weight on that one angry person. So, right, good, wake up.
It's an evolution. So I'll give you two examples, right? So my first summit, let's think back. It's, it's my first summit. I'm a baby summit host. I'm so worried, right? Like, just, that's just how you are, right? Like, yes, is it gonna work? Are people gonna come? I don't know. And I'm pleasantly surprised by the fact that many, many people did come, right? But of course, for every you know 200 people that sign up for your Summit, you're gonna get like, one random email that. Like, I don't know how this works, or two or three, or however many it is. And a woman reached out to me, and she was like, she straight up, like she was an older woman, she straight up said, This summit is fraudulent. This is all recycled content from some other event, something I'd never heard of, right? I still don't know what it is, Krista, like, I still don't. And so as a baby business owner, I was like, Oh, I was a guest, right? Like, I was so hurt by it, and it didn't fit any of the templates, right? Like, that was the first thing I thought. I was like, Oh crap, I am gonna have to, like, do a response. So now I have a template of, like, someone thinks it's recycled content, or someone is asking if the content is new. That is a template that I had to make, right? And so I wrote this email, and I said, I'm not exactly sure where you're getting this information from, but at least half of these topics are brand new that I worked with the speakers, and two of these speakers are brand new speakers who have never spoken anywhere about anything ever. So this is not recycled content. I see you have the free ticket. I did a little research, and like, I see you have the free ticket. Just opt out if you if you're not into it, right? And then she sent me an email back, Krista, and you're never gonna believe this. And this is the part where I'm like, let's try not to go off the rails, right? Where she said, I don't appreciate how you've spoken to me, I feel like you should respect your elders, okay?
And at that point, I just went, all right, there's no, there's no, there's no there, there, there's no talking to this person, right? So I just wrote her an email back where I was like, again, if you're not happy with this content or how I'm speaking to you, please unsubscribe. Know her feelings like, that's the last email, and she sent me two more emails Krista, where she kept complaining, and they just went right into the trash, right into the trash, like I didn't even read them anymore. Because as a summit host, you also have to feel when people are being unreasonable, right? So contrast that, and I let that bother me for like, the first day and a half of my summit. I really did, because it was new. But contrast that to what happened at one of our last summits. I got an email where this woman says she's excited for the summit tomorrow, but she was disappointed to see a typo in one of the emails. I'm looking at it because I can't, I can't remember it. She says that she's taking a day off work to learn about, you know, being a professional but I'm really upset that it doesn't seem like there's a professional company running it. Can I have a refund option, right? So I sent her the template. Like, if that happened in my first summit, I would have been like, Oh, my God, I made a mistake, right? But now, nine and a half summits in, or whatever it is, I'm like, I just sent her the template that says there's apologies, there's no refund. It's a digital product, whatever it is I just sent it to her, right? But I also put in one line that was like, I hope that you will not let this one error mar your entire experience. There is so much to learn here, right? So I was like, the one little thing that I put in that was about her thing, this person wrote me back an email. She was so apologetic. She was like, I'm so sorry. I was going through something that day that doesn't, you know, that doesn't make up for, I'm a better person than that. Like, she was very like, whatever, and all it took was me sending her, like, the information, right? The template email with like, one little line that's like, please don't let this one typo affect your entire experience. You know, yes, to air is human or whatever it is, but yeah, there was a typo. She was right. But I also didn't feel like that typo meant anything, right, but it was a much different experience to me mentally after going through the process of replying to these emails as random, as ridiculous as some of them are, and just getting that practice of just again being the messenger, sending the information, right? And some people will be like the first woman and will go off the rails and you can't help them, and some people will be like the second woman and come back around, right? And that has nothing to do with me. I did nothing different in either situation that's on them. And so that's an important customer service lesson to learn. It's a hard one. I'm not saying it's easy, for sure, but it will make your life a lot better, and you will have less stomach aches, absolutely.
Seriously, less stomach aches. That is the truth. I'd love just your calm and like I was gonna say the word detached, but I feel like you're not detached. You still care. You're still giving them the information, but you're not letting it take over you and your emotions. And that's great. That's great for all of us. So I like how, in that, that last example, you basically stated the policy, you know, and customized it for her situation. And I think for a lot of us, we rely on those policies we set. We have them in our terms and conditions and and all the things. But I'm curious about, what do you do when people are pushing back on that, or if their request falls in some kind of gray area, or whatever, like, when do you know that you're going to hold the line, you're going to stick to the policy, and when do you kind of bend the rules?
Right? I go back to this thing in my mind, where I think about, without rules, you can't make exceptions, right? Like, that's like. I don't know if I came up with that. I don't know if I read that somewhere, don't I don't know. But in anything that you do, in any business thing that you do, you have your systems and your pasta processes and your policies, and so without these, you know the structure of Summit in a Box, and the email templates, and you know the thing, the like rules that I had my own head about refunds and whatever. Without those, you can't then make, you know, informed decisions about when you want to break from those right? So I will say, as a summit host, the one that I get a lot is I miss the fast action price, right? Like that is the big one. People are like, I miss the fast action price. I'm so upset. I would really love to do it, but I, you know, but can I get the price right? I've made it a policy that if people take the time to send me an email and say that they want it, I'll just send them a code to fix it so that they get the fast action price. Because to me, Would I rather fight and lose that $70 fight and win $20 or whatever. You know what I mean. So that's a decision that I've made for myself, right? But I'm not just gonna willy nilly, like, tell every like, there's no post on our Facebook group that's like, if you missed the fast action press, just send me an email. Like, that's not a thing, right? So, but if people in my mind, I've made the decision for my business that if people take the time to show that they're interested enough to send me an email, then I will send them a code to get the fast action price. But that's only after one summit of trying to hold the line, right? That first summit, I was like, I'm gonna stick to these policies. Yeah, I'm not gonna deviate. And what I found was that that was just straight up more time consuming. Right? Those people that send the emails that say, can I get the price? And you say, I'm so sorry, it's, you know, this is our this is our policy. Some, some of them will write back and push back, and then I'm sending another email and another email. And if you if you want to hold the line, that is great, right? For me, it wasn't necessarily even about the money or the respect or whatever people have in their mind when people or the devaluation of my product. For me, it was simply I don't have any more time to spend on this. Like, that's it, right? And I would rather have the $70 with no fight than the $97 with a fight. That's it. That's the entire thing right there, or $0 worth of fight, right? But I was able to make that decision after going through the processes and like figuring out what my policies were and figuring out, more importantly, what was important to me and what was more important to me than money was time that's always been more important to me than money is time, time to spend with my husband, time to go on vacation, time to get a good night's sleep at night, time to walk my dog, rather than the extra 17 or $20 or whatever it was going to make me right? So, yeah, I think that it is knowing yourself and knowing what you personally value and what you're looking to get out of hosting a summit, having an online business, what have you that will allow you to make decisions about where you can adjust your own policies and go with that.
I love that you really have me thinking now, I have always stuck to the no refund rule, always, even when people send me this super long sap story that I don't even need to know about, I just like, here's the policy.
I stick to the refund rule. Nobody gets a refund. Yeah, yeah, okay, that's different, and that's because, yeah. So just, just to be clear, just for your listeners, because I know a lot of people are like, oh, people ask me for refunds all the time. I've never given a refund, except when people double purchase and I can see that they have right, that's just a an error, right? But I've never given a refund. And the reason that I always give is because past what I think is in your template, I always say, more than my pro, more than my products are in this all access pass or VIP pass or whatever you're calling it. I have to respect those other editors, those other educators, content, right? So I've never given back any money on a refund. But on the front end of people saying, Oh, I'd really like that lower price versus the higher price. That's the part where I am able to bend. Yeah. Sorry. I just wanted to clarify that because I'm sure some of your listeners were also probably like, are you giving money back all the time because I can't afford to do that? No, I can't afford to do that either. Yeah. So after people purchase, I really do stick to my policies. Okay? And it's very perfunctory. It's very like, this is the template email, I can't refund your money because of XYZ, and sometimes they write me back and I'm like, I'm sorry, our policy is our policy, right? And some people have feelings about that, but my values say that I respect my speakers, I respect their education, and I don't want people getting into the VIP pass, taking their education, watching their videos, getting their you know, oh, that word just fell out of my bonuses, getting their bonuses, getting their bonuses, and then wanting a refund. That's not fair, not just to me, but to the other educators. Sorry, I just wanted to clarify.
Yeah, no, I'm and I'm glad so I actually misspoke. I did not mean to refund, but I'm glad I said it, because I think that was a really great, a really great discussion, and good thing to people, for people to hear. So I I'm with you on that. I've never given a refund, and we've had people go File chargebacks then, and Kate has has it figured out where we can win the chargebacks when they do it. It did not start that way. What I meant to bring up was I have always had the policy I will not give you the fast action price later on. The only time I've ever been done that is when there was some kind of tech issue which, you know, whatever. I can't even think of a situation right now or how to explain it, but then I will. And the reason I have stuck with that, which you have me questioning, that's why I'm bringing it up we're discussing, is because one of my values is, like integrity. I do what I do what I say I'm going to do, and things like that. So I am, I guess I'm worried that if I honor that, if I or no, if I don't honor that, if I give the discount after I said it was going to expire, that people are going to see me as someone that I don't honor what I what I say. It's all just a marketing ruse, you know, like, that's always been my biggest thing. And then also, I don't want, I don't want to set the expectation with people that I'll always do that after the cart is closed, they can always join. After a discount expires, they can always get it. So that's why my reasoning has been, I stick to that, but I really like yours too.
So I would never say that. I would never have said that on a podcast for wedding pros, because I have a feeling that very few wedding pros are going to listen to this particular podcast, just because, you know, they're not all summit hosts. They come to my summit. So it's not again, it's not something I'm broadcasting, right? And I've never, ever had somebody be like, You gave so and so a discount. Because so and so is not out here telling people that I honor or I gave them the best that like, that's people think that's a thing that's going to happen. It's not. And also, I tell people in the the template that I've made, right? Because I have a template for that, for when people ask for that, because they do, and I say, I'll make a one time, you know, policy change or whatever it is, right? I'll honor this as a one time whatever. But in the future, you need to get that whatever. And I don't think I've even had a repeat people ask for the discount, right? But people appreciate that, and also, just to let you know if people are rude when they ask for it, no, right? But if people send me an email, it's like, Hey, I missed the fast action price. I'd love to get it. You know, the money's a little tight right now. Is there any way that I could give discount? Yes, here it is. If people are like, you're scamming people with your and I'm like, That is the way that it is, you know? So it's also about how people approach it, right? Which is, are you approaching it of like, I really want to come to your Summit. I just have some circumstances, or I missed it, or I had I couldn't figure out the tech in time. Sometimes that's it, right? And I'm like, Sure, here you go. But if people are rude about it, they don't get it. But for me, it's I would give it to anyone who asked politely. And to me, that's part of my integrity. So I like, but also, again, I really highly value time, and I just don't have the time to go back and forth with people on email. So those are just the individual choices, right, that people can make for their summit and for their customer service. But I do think that people need to kind of go through a summit experience, it fear, figure out what that's like, so that they can then, like, you know, piecemeal, and change things from the structure, because that's what I do. But it's good to have a structure, because if I hadn't had those email templates that you offer in the beginning, I would have been like, I'm sorry you want to what now, like, it would have been a lot of time with me. I would have wrote those email templates, because I really believe in email templates, but it's good to have a starting point. But yeah, everyone can make their own decisions.
Yeah, yeah, that's great. Thanks for going back and forth with me on that a little now I have a decision to make for our next event. So we are, like, kind of, usually I don't like my episodes to go over 30 minutes, but I just like, can't stop this conversation. I had a few other questions outlined, but I guess what I'll ask, is there anything else you think we should get to? Is there anything else do you think people need to know about crafting their responses or not letting it get to them? Or any other topics you think we need to touch on?
I think just some, some like, overall, like, don'ts for customer service, right? And you can extrapolate the do's from the don'ts, which is, I would say, don't, a big don't is to ignore it and hope it will go away, which is tempting, which is very tempting, right? You see that email and you're like, you know, but it'll just get worse. So you gotta, you gotta address it right away, right? I also think that not not acknowledging that there is an issue, or that people feel there is an issue, right? Those are not mutually exclusive, right? There can be a real issue, where people can think there is an issue, but you have to acknowledge that they've that something they think is happening right, and before you move on to the solution, because I think so many times it's especially guys, I'll call call out the guys, the women, you and I, we rethink the exclamation points and the smiley faces. Men tend to just get right to solution, right? They miss the pre functory Like, thanks for that. Thanks for your email. I. Hear you on the situation or whatever, to however you want to word it, and they go right to, here's how you fix it. So there's different writing styles for men and women. And then I've noticed that from going to a lot of summits, and they'll just like, here's the here's the answer to your question. I'm like, Okay, I mean, that's great, but like, hi, you know, I think you know, acknowledging having some empathy. You know, I was having trouble saying that, you know, if that emphasizing, oh, man, that's not even right. But, like, you know, having that, and then, you know, one of the, one of the last things, is that sometimes we're not doing in person. Customer Service involves a lot of active listening, right, where you're listening to the person, you're taking it in, rather than like just waiting to speak or waiting to fix the problem. And sometimes that is true, because I've sent many an online business educator an email that has two to three questions, and I will get an answer to one.
Drives me nuts.
So I would say you got to do some active email listening, which is reading the entire email. You know, I think that some people are just like, oh, they see problem one, and they're like, but they shoot off, and then they're like, Wait, what did the rest of the email say? You know? So it's just as simple as, like, you know, not letting things fester, not letting things get to it, having some empathy. And then, you know what I say, acknowledging the problem, having some empathy. And then what was the last one?
Honestly, I forgot too. Read the whole email, active listening...
Reading the whole email, active listening, yeah, and those are just some very basic customer service things that I think again, if you have jumped right from, you know, maybe working in an office where you were only dealing with your co workers and you weren't working with the public, to owning an online business, there is a little bit of disconnect with Krista working in customer service. I've had thing. I've had a shoe thrown at my head, which missed which here you're gonna love this, which missed me and hit Barbara Eden, who played, I Dream of Jeannie. That's real. That's a real story. Yes, back back in the late 90s, I was working in a Foot Locker, and someone was so she the woman was so upset. She was trying on a shoe and she didn't like it, she threw it at me. I dodged it and it landed and hit Barbara Eden, Jeannie from I Dream of Jeannie on her foot. That's unfortunate. All my business owners, you don't need to experience that those particular issues, but there is something to be said for like having a little bit of you know back and forth in real life, that has helped me just have a leg up. So now I'm just sharing, sharing the gospel out here of how to how to make yourself a little bit better business owner. Have your attendee seat attendees have a little bit better experience, and have you have less anxiety, right? Because I think that a lot of dealing with customer service on the business owner side is just the anxiety that you're doing it right, that you know, people are having a good experience, because those are things everybody wants when you get emails, makes you question that for just a split second. But I would implore you to remember that it is almost always, you know, user error or user interpretation, as opposed to, you've actually done something wrong, even when I did that typo that the woman called out, it didn't affect the, you know, the information that was in the email. It was just a typo. So that's what I'm out here to say.
This is so great, like, honestly, I won't be surprised if this becomes one of our most popular episodes, and I hope it does, because we go in to summits, we go into business to do the thing, to help the people, I guess, to make some money. We don't sign up for to learn how to be a marketing expert. We don't sign up to be a customer service expert. And I feel like you just came in and gave us this whole masterclass. I love that you have the actual retail experience, because that just elevates so much the way you're looking at this. It's not just you know, see their problem solve the problem. You have so much more depth to this conversation. So I'm just so thankful for that. Tell us where people can go to learn more about you and what you're all about, right?
So Instagram's probably the best place, but my Summit is the wedding Summit Series. So people can find that at at wedding Summit Series, or they can see some of our back editions, see what we've been doing, see some of the partnerships that we've had on our main landing page that's up between summits at weddingsummit series.com.
Amazing. We will link to that in the show notes. Thank you so much for being here, Margaux, and thank you so much to everyone for tuning in. I really, really hope you put this into practice. Honestly, this should be an episode that you just re listened to right before registration opens for every summit you host. And I'm going to do that myself. I'm literally going to be adding this to our summit in a box project plans, and the task that's like, go make your canned responses. Here's the templates. It's going to be also listened to this podcast episode. So I really hope you put it into place for show notes and resources. Head to the link in the episode description, wherever you're listening now, go out and take action to plan, strategize and launch your high converting virtual Summit.
