1 00:00:02,120 --> 00:00:10,120 Speaker 1: It's the Twelve Days of Big Business. Hello and happy holidays. 2 00:00:10,400 --> 00:00:13,800 Speaker 1: Welcome to another episode of the Twelve Days of Big Business, 3 00:00:13,920 --> 00:00:16,560 Speaker 1: where every day until Christmas Eve you get a brand 4 00:00:16,560 --> 00:00:20,320 Speaker 1: new episode and a chance to win big Each episode 5 00:00:20,320 --> 00:00:23,200 Speaker 1: has a secret code word hidden inside, and when you 6 00:00:23,360 --> 00:00:25,759 Speaker 1: enter it on our website, you'll go into the draw 7 00:00:25,880 --> 00:00:29,160 Speaker 1: to win our Big Business Christmas Bundle packed with goodies 8 00:00:29,160 --> 00:00:31,760 Speaker 1: from some of the brands you've heard directly from on 9 00:00:31,880 --> 00:00:36,280 Speaker 1: Big Business. We're talking Lush, Sunday Body, the Breakout, Hack 10 00:00:36,560 --> 00:00:41,760 Speaker 1: Booth Haircare, Russ Energy, Funday Natural Suites are Live Body. 11 00:00:41,440 --> 00:00:42,640 Speaker 2: And of course Fate. 12 00:00:43,159 --> 00:00:46,680 Speaker 1: Collect every code word and stack your chances. Head to 13 00:00:46,720 --> 00:00:49,640 Speaker 1: the Nova Wind page online to enter, or click the 14 00:00:49,680 --> 00:00:52,559 Speaker 1: link in the show notes. Now, let's dive into today's 15 00:00:52,600 --> 00:00:55,960 Speaker 1: episode and listen out for that code word. Have you 16 00:00:56,080 --> 00:01:02,000 Speaker 1: ever placed an order online for something and then the 17 00:01:02,040 --> 00:01:06,319 Speaker 1: next day or even two days later, that business does 18 00:01:06,360 --> 00:01:09,800 Speaker 1: a sale and that item that you purchased at full 19 00:01:09,840 --> 00:01:13,160 Speaker 1: price was then all of a sudden on sale And 20 00:01:13,240 --> 00:01:16,320 Speaker 1: did that make you feel a certain type of way? 21 00:01:16,760 --> 00:01:19,960 Speaker 1: And what did you do about it? Did you do 22 00:01:20,040 --> 00:01:22,399 Speaker 1: nothing about it? And go, oh, well, these things happen. 23 00:01:22,520 --> 00:01:24,640 Speaker 2: That's life. And that's quite literally business. 24 00:01:25,360 --> 00:01:29,080 Speaker 1: Or did you email the brand and say, hey, I 25 00:01:29,120 --> 00:01:31,440 Speaker 1: bought this two days ago and now it's on sale 26 00:01:31,440 --> 00:01:33,960 Speaker 1: in your twenty percent of sale. What can you do 27 00:01:34,120 --> 00:01:38,640 Speaker 1: for me? Well, I got a DM again. This twelve 28 00:01:38,720 --> 00:01:41,160 Speaker 1: days of big business is turning into me answering all 29 00:01:41,160 --> 00:01:44,280 Speaker 1: my dms. This is actually perfect for me to answer 30 00:01:44,319 --> 00:01:47,720 Speaker 1: all of your questions. But let's read it out and 31 00:01:47,920 --> 00:01:52,560 Speaker 1: let's chat about it. So this question comes in from Renee. 32 00:01:52,720 --> 00:01:56,480 Speaker 1: She said, Hey, small question here as a small business owner. 33 00:01:56,520 --> 00:02:00,280 Speaker 1: Apologies if this has been answered previously. I don't think 34 00:02:00,320 --> 00:02:03,120 Speaker 1: it has, because I don't recall ever talking about this topic. 35 00:02:03,600 --> 00:02:06,320 Speaker 1: I really love Britney's insight into the early days of 36 00:02:06,360 --> 00:02:09,360 Speaker 1: Fate and the endless growth that she and Fate have 37 00:02:09,440 --> 00:02:12,160 Speaker 1: gone through together, me and Fate together. 38 00:02:12,400 --> 00:02:14,960 Speaker 2: My question is, how do you get over the. 39 00:02:14,880 --> 00:02:19,520 Speaker 1: Guilt of offering a sale or making a pricing change 40 00:02:19,840 --> 00:02:23,960 Speaker 1: when someone has made a purchase recently e g. Someone 41 00:02:24,000 --> 00:02:27,480 Speaker 1: placed an order yesterday and we're starting a promotion today. 42 00:02:28,040 --> 00:02:31,840 Speaker 1: Is it just tough Vicki's or is it just that 43 00:02:32,040 --> 00:02:35,480 Speaker 1: my own volumes are so small that I'm thinking about 44 00:02:35,520 --> 00:02:36,800 Speaker 1: it way too personally? 45 00:02:37,240 --> 00:02:40,440 Speaker 2: Thanks, Lovely's big fan of the pod. 46 00:02:40,400 --> 00:02:44,160 Speaker 1: Well, thanks Renee for sending through your message. Oh, this 47 00:02:44,320 --> 00:02:49,040 Speaker 1: is a tricky one and it's really up to you 48 00:02:50,000 --> 00:02:52,680 Speaker 1: what you want to do in a situation like this. 49 00:02:52,840 --> 00:02:55,400 Speaker 2: Let's say you've had a customer. 50 00:02:55,240 --> 00:02:57,720 Speaker 1: Order with you and then two days later you were 51 00:02:57,800 --> 00:03:02,080 Speaker 1: launching your Boxing Day sale. And this happens all the 52 00:03:02,160 --> 00:03:06,040 Speaker 1: time for us, and I remember when this was happening 53 00:03:06,040 --> 00:03:08,880 Speaker 1: in the early days of Fate and finding myself in 54 00:03:08,919 --> 00:03:12,240 Speaker 1: that same position as you, where I'm going, what do 55 00:03:12,320 --> 00:03:19,240 Speaker 1: I actually do here? Because you know, businesses, especially small businesses, 56 00:03:19,280 --> 00:03:22,880 Speaker 1: you can choose to have a sale whenever you like, 57 00:03:23,400 --> 00:03:27,240 Speaker 1: and it very much can be just tough bickies. And 58 00:03:27,320 --> 00:03:30,440 Speaker 1: as Fate has gotten bigger and bigger and bigger, we 59 00:03:30,520 --> 00:03:33,880 Speaker 1: kind of lean more towards that. You know, whenever we 60 00:03:33,919 --> 00:03:35,720 Speaker 1: do a sale, we might get a few people reach 61 00:03:35,800 --> 00:03:37,960 Speaker 1: out going, hey, like I just ordered this week at 62 00:03:37,960 --> 00:03:41,240 Speaker 1: full price and now it's on sale. What can I do? 63 00:03:41,800 --> 00:03:44,760 Speaker 1: And of course, you know, it's totally up to you 64 00:03:44,960 --> 00:03:47,080 Speaker 1: as the business owner with what you want to do 65 00:03:47,160 --> 00:03:51,119 Speaker 1: in that situation. You can either just say tough bickies. 66 00:03:51,360 --> 00:03:53,800 Speaker 1: Obviously not going to say tough bickies, but you can 67 00:03:53,800 --> 00:03:57,440 Speaker 1: say so sorry about that. You know, like these things happen. 68 00:03:57,600 --> 00:04:00,440 Speaker 1: These things quite literally happen all the time. Amount of 69 00:04:00,480 --> 00:04:03,600 Speaker 1: times I have ordered something online and then a few 70 00:04:03,640 --> 00:04:07,880 Speaker 1: days later, boom it's on sale. That's quite literally just 71 00:04:07,960 --> 00:04:11,040 Speaker 1: life in business. But you will get those people reach 72 00:04:11,080 --> 00:04:13,280 Speaker 1: out and say can I actually have it at the 73 00:04:13,320 --> 00:04:16,320 Speaker 1: discounted price? And it's up to the business owner, you 74 00:04:16,360 --> 00:04:18,560 Speaker 1: know what you want to do, and I think it's 75 00:04:18,600 --> 00:04:21,359 Speaker 1: just a case by case thing. You obviously have a 76 00:04:21,360 --> 00:04:23,960 Speaker 1: few options. You can either say to the customer, we're 77 00:04:24,000 --> 00:04:27,719 Speaker 1: so sorry about that, like the sailor's life now, you know, 78 00:04:28,040 --> 00:04:30,880 Speaker 1: and tough bickie, but in a really nice way. Or 79 00:04:31,200 --> 00:04:35,839 Speaker 1: you could look at offering a percentage refund on the 80 00:04:35,880 --> 00:04:39,560 Speaker 1: customer's original order. You could always tell them they're more 81 00:04:39,560 --> 00:04:42,120 Speaker 1: than welcome to return their order and purchase it at 82 00:04:42,120 --> 00:04:45,560 Speaker 1: full sorry, purchase it at the sale price during the sale, 83 00:04:45,560 --> 00:04:47,640 Speaker 1: which I know is super annoying for the customer because 84 00:04:47,760 --> 00:04:49,839 Speaker 1: like they'll have to have two orders going once kind 85 00:04:49,839 --> 00:04:52,880 Speaker 1: of thing. Or what you could do as well is 86 00:04:54,320 --> 00:04:58,839 Speaker 1: offer them, you know, some sort of something for next time, 87 00:04:59,200 --> 00:05:02,080 Speaker 1: like maybe you for them a little. 88 00:05:01,880 --> 00:05:03,880 Speaker 2: Gift card or a discount. 89 00:05:03,960 --> 00:05:07,200 Speaker 1: It just depends and it's a really really tricky one 90 00:05:07,240 --> 00:05:10,920 Speaker 1: because I know anyone listening would be going just offer 91 00:05:10,960 --> 00:05:14,560 Speaker 1: it to them. But the bigger and bigger your company gets, 92 00:05:14,800 --> 00:05:17,359 Speaker 1: the more customers you get, the more that this is 93 00:05:17,400 --> 00:05:20,960 Speaker 1: going to happen, and the more it's creating a lot 94 00:05:20,960 --> 00:05:23,520 Speaker 1: of extra work in your business that doesn't need to happen, 95 00:05:23,560 --> 00:05:26,440 Speaker 1: because at the end of the day, like you said, Renee, 96 00:05:26,560 --> 00:05:29,880 Speaker 1: it could very much be just tough, be hisss and 97 00:05:29,960 --> 00:05:34,320 Speaker 1: that's it. But if you then start catering to every 98 00:05:34,320 --> 00:05:36,800 Speaker 1: single person, and let's say you get bigger and bigger 99 00:05:36,800 --> 00:05:39,440 Speaker 1: and more customers, and every time you go on sale, 100 00:05:39,480 --> 00:05:43,160 Speaker 1: there's more people coming in saying we want the discount 101 00:05:43,160 --> 00:05:46,320 Speaker 1: because we ordered last week and now it's on sale. Like, 102 00:05:46,360 --> 00:05:50,640 Speaker 1: it's just creating so much work in your business. When 103 00:05:50,839 --> 00:05:53,600 Speaker 1: I think when you get to that stage or size, 104 00:05:54,040 --> 00:05:56,640 Speaker 1: it's probably just best practice to be like, we're so 105 00:05:56,680 --> 00:05:57,479 Speaker 1: sorry about that. 106 00:05:58,040 --> 00:06:00,120 Speaker 2: It is like we do have a sale now. 107 00:06:00,160 --> 00:06:03,440 Speaker 1: These things happen, because that's quite literally just life. Like 108 00:06:03,600 --> 00:06:06,280 Speaker 1: I don't really shop all that much, but when I do, 109 00:06:06,400 --> 00:06:08,960 Speaker 1: I always like shop on the Iconic, Like I'm a 110 00:06:08,960 --> 00:06:12,000 Speaker 1: big fan of the Iconic and they're always doing sales, 111 00:06:12,040 --> 00:06:14,599 Speaker 1: and there's been I've lost count of how many times 112 00:06:14,680 --> 00:06:17,120 Speaker 1: I order something and then boom, all of a sudden, 113 00:06:17,160 --> 00:06:20,320 Speaker 1: it's twenty or thirty percent off. And I think, me 114 00:06:20,440 --> 00:06:22,880 Speaker 1: being a business owner, it's made me just go, yep, 115 00:06:22,960 --> 00:06:27,719 Speaker 1: you know what these things happen. Whereas obviously if someone 116 00:06:27,920 --> 00:06:30,599 Speaker 1: isn't on the behind the scenes of a business, they're 117 00:06:30,600 --> 00:06:32,839 Speaker 1: not going to think, well, this is just the way 118 00:06:32,839 --> 00:06:34,720 Speaker 1: business runs. Like of course people are going to want 119 00:06:34,760 --> 00:06:38,200 Speaker 1: that discount, but it really is the way the cookie crumbles, 120 00:06:38,320 --> 00:06:43,320 Speaker 1: or maybe the gingerbread. That's the way the gingerbread crumbles. 121 00:06:44,320 --> 00:06:47,320 Speaker 1: Considering the fact that we are in the Christmas then 122 00:06:47,360 --> 00:06:49,880 Speaker 1: that's the way the gingerbread crumbles. 123 00:06:50,279 --> 00:06:52,960 Speaker 2: So I don't know if this really helps. 124 00:06:53,440 --> 00:06:56,520 Speaker 1: It's up to you how you want to approach a 125 00:06:56,560 --> 00:06:59,920 Speaker 1: situation like this. I think thinking back to when fate 126 00:07:00,120 --> 00:07:03,160 Speaker 1: is really small and we weren't getting anywhere near as 127 00:07:03,160 --> 00:07:06,160 Speaker 1: many orders as we are today, and you have a 128 00:07:06,240 --> 00:07:08,839 Speaker 1: bit more time and flexibility. By all means, you could 129 00:07:08,880 --> 00:07:12,560 Speaker 1: honor that discount, or you could give the customer a 130 00:07:12,560 --> 00:07:15,640 Speaker 1: gift card or a discount code of their own to 131 00:07:15,760 --> 00:07:18,600 Speaker 1: use next time. You can also look into who the 132 00:07:18,600 --> 00:07:21,600 Speaker 1: customer is like, of course, if it's a really loyal customer, 133 00:07:21,880 --> 00:07:24,240 Speaker 1: you want to help them out. But the bigger and 134 00:07:24,240 --> 00:07:26,200 Speaker 1: bigger you get, the more I guess you kind of 135 00:07:26,280 --> 00:07:29,520 Speaker 1: have to have those blanket rules in place, because if 136 00:07:29,560 --> 00:07:32,119 Speaker 1: you start, you know, bending over backwards for one person, 137 00:07:32,120 --> 00:07:33,400 Speaker 1: then you've got to do it for the next and 138 00:07:33,440 --> 00:07:35,000 Speaker 1: the next, and the next and the next, and it 139 00:07:35,000 --> 00:07:37,280 Speaker 1: becomes a massive mess. 140 00:07:37,720 --> 00:07:41,320 Speaker 2: So Renee, I don't know if this really helps. 141 00:07:41,480 --> 00:07:46,400 Speaker 1: I completely understand the guilt, and weirdly enough, like I 142 00:07:46,400 --> 00:07:50,440 Speaker 1: don't want to make customers sound terrible, like our customers 143 00:07:50,440 --> 00:07:53,080 Speaker 1: are lovely, but customers can make you feel really guilty 144 00:07:54,120 --> 00:07:57,440 Speaker 1: in situations like this. So I understand, like the business 145 00:07:57,480 --> 00:07:59,440 Speaker 1: owner guilt. But at the end of the day, I 146 00:07:59,480 --> 00:08:02,600 Speaker 1: think you have to remind yourself that this is your 147 00:08:02,640 --> 00:08:05,360 Speaker 1: business and you're running it the way you are, and 148 00:08:05,760 --> 00:08:09,440 Speaker 1: you know you can't be responsible for a customer being 149 00:08:09,560 --> 00:08:12,000 Speaker 1: upset that something has gone on sale at a time 150 00:08:12,080 --> 00:08:14,600 Speaker 1: that you decided that you're doing a sale and them 151 00:08:14,760 --> 00:08:18,680 Speaker 1: obviously not knowing that a sale was coming. But I 152 00:08:18,720 --> 00:08:22,880 Speaker 1: completely understand that guilts and like, oh shit, And I 153 00:08:22,880 --> 00:08:26,680 Speaker 1: think while you have all that flexibility in your earlier days, 154 00:08:26,680 --> 00:08:29,679 Speaker 1: of your business. By all means you can do those 155 00:08:29,920 --> 00:08:33,120 Speaker 1: small acts of kindness for your customers. But as you 156 00:08:33,120 --> 00:08:35,480 Speaker 1: get bigger, I think it is important to kind of 157 00:08:35,480 --> 00:08:38,440 Speaker 1: have set rules in place and for all sorts of 158 00:08:38,480 --> 00:08:41,440 Speaker 1: things like this, not just sales and customers saying hey, 159 00:08:41,480 --> 00:08:43,680 Speaker 1: I bought it at full price a week ago, but 160 00:08:43,840 --> 00:08:46,320 Speaker 1: just all things in your business. As you grow, you 161 00:08:46,360 --> 00:08:51,280 Speaker 1: can definitely bring in new rules and not regulations, but 162 00:08:51,360 --> 00:08:54,160 Speaker 1: just rules for things like this or returns or whatever 163 00:08:54,240 --> 00:08:57,960 Speaker 1: it may be. So Renee, I don't know if that helps. 164 00:08:58,280 --> 00:09:00,720 Speaker 1: Maybe it does, but at the end of the day, 165 00:09:00,800 --> 00:09:03,280 Speaker 1: this is your business. You can run it however you like, 166 00:09:03,679 --> 00:09:05,640 Speaker 1: and you can be as flexible as you wish with 167 00:09:05,679 --> 00:09:08,040 Speaker 1: your customers, which we still try to be at Fate 168 00:09:08,120 --> 00:09:10,920 Speaker 1: as well, But there are so many big things to 169 00:09:11,000 --> 00:09:14,000 Speaker 1: worry about when you're running a business. And if it 170 00:09:14,080 --> 00:09:16,360 Speaker 1: means just saying to a customer, hey, look, we're so 171 00:09:16,400 --> 00:09:19,839 Speaker 1: sorry about that, be sure to keep up with us 172 00:09:19,880 --> 00:09:21,960 Speaker 1: if you want to find out when our next sale is, 173 00:09:22,040 --> 00:09:24,040 Speaker 1: or giving them a little extra discount code to use 174 00:09:24,120 --> 00:09:24,480 Speaker 1: next time. 175 00:09:24,520 --> 00:09:25,800 Speaker 2: If that's what works. 176 00:09:25,480 --> 00:09:27,680 Speaker 1: For you, I would say go for that, but don't 177 00:09:27,679 --> 00:09:30,320 Speaker 1: beat yourself up over it, because I can understand what 178 00:09:30,360 --> 00:09:33,520 Speaker 1: customers can be like. They can be amazing and they 179 00:09:33,559 --> 00:09:37,520 Speaker 1: can be horrible, especially in a situation like this, But 180 00:09:37,600 --> 00:09:40,480 Speaker 1: it's completely at your discretion how you would like to 181 00:09:40,760 --> 00:09:44,800 Speaker 1: handle this situation. And whilst you are smaller in your business, 182 00:09:44,840 --> 00:09:47,680 Speaker 1: I think you have more time and more flexibility to 183 00:09:48,120 --> 00:09:51,800 Speaker 1: offer your customers that discount. But also remember, at the 184 00:09:51,920 --> 00:09:53,840 Speaker 1: end of the day, you don't have to, and you 185 00:09:53,960 --> 00:09:56,720 Speaker 1: really can just say tough bickies, but in a really 186 00:09:56,800 --> 00:09:59,400 Speaker 1: nice way. I hope this episode doesn't offend anyone, but 187 00:09:59,440 --> 00:10:02,559 Speaker 1: I'm just keeping real over here as always. Anyway, I'll 188 00:10:02,600 --> 00:10:05,160 Speaker 1: be back tomorrow because this is the twelve Days of 189 00:10:05,240 --> 00:10:05,920 Speaker 1: Big Business