We had the good fortune of connecting with Stacey Lemire and we’ve shared our conversation below.
Hi Stacey, what do you attribute your success to?
I believe the most important factor behind my business success lies in basic customer service. I listen to what my clients tell me is their problem and/or desire and I combine their needs and expectations with my expertise to create the desired outcome they are seeking. I believe what I actually sell is results and I strive to overdeliver the client’s expectations.
Let’s talk shop? Tell us more about your career, what can you share with our community?
I am a massage therapist by trade and I know that it doesn’t matter what you do for a living, the truth is, everyone is in sales. Even if you think you are selling a product or a service, what people are really buying is YOU. If they like you and they believe you believe what they are saying and what they need, then they feel heard and the sale is nearly assured. All you have to do is build the desire. If you are truly listening, that’s the easiest part. I carried this philosophy with me to every job I’ve ever had and, whether it’s been on a retail sales floor, a bookkeeper for a church, the customer service director of a start-up international company, a manager or a massage therapist at a spa, I have enjoyed being a top performer for every one of my employers.
Taking this desire to fulfill people’s needs and surpass their expectations is my natural way of Being and follows me into my private, professional practice as a Licensed Massage Therapist and Neuro Coach for life skills. This ability to intuitively assess people’s needs along with their desires and create the outcome they hope for is what drives my clients to refer me to their friends and associates and helps me grow my business by word of mouth referrals.
One of the biggest lessons I naturally learned along the way is to give people more than they ask and they will always refer you. I saw this principle in action when I created the Customer Service Department at a start-up, woman owned company that wanted to be an international brand. It was a fairly new technology breaking into the market and at the time, in 2009, frequency products were very new and a hard sell to people who liked the results of toxic chemicals to keep fleas and ticks off their pets and animals. One of our sales techniques was a “money-back guarantee”. We had a hotline to call if the product didn’t seem to work and I would personally talk to these customers how to handle it. If we didn’t get them working, they got their money back. Some wanted it to work so badly, they would ask or a replacement product instead of their money back to try it again. Sometimes the product worked great and the animal would lose the it or it would get scratched and stop working and they would call and beg for a free replacement and a better way to attach the product to the animal. We learned a lot from our customers. And those folks became life time customers of our product and still purchase from my website today!
If you had a friend visiting you, what are some of the local spots you’d want to take them around to?
I live in Austin, Texas, a city rich with cultural and environmental impact activities. Austin is often called “The Live Music Capital of the World” because it has more music venues per person than anywhere else in the United States. For two weekends in October Austin hosts ACL (Austin City Limits Festival) at our infamous Zilker Park. The festival features over 130 bands each year. Formula 1 racing is also and exciting October event at the Circuit of the Americas.
Austin calls itself a “Clean Air” city and is committed to be carbon neutral by 2050. Part of that initiative includes the group, Save our Springs Alliance, a nonprofit that protects the Edwards Aquifer, our main water supply. Austin reserves a lot of wildlife space and our greenbelts and outdoor activities are second to none in that regard. You can rent a Segway or pick up a free two wheel bicycle from the Yellow Bike Project to tour the city at your own pace. Our public transportation is beginning to expand with our explosively growing population. We have an extensive bus system with light rail being added in the denser areas around town.
Our local restaurants boast fresh garden vegetables and herbs and you can’t visit Austin without trying one of the many food truck parks where the cuisine includes everything from the typical Mexican cuisine and Texas BBQ to haute cuisine, Ethiopian, Mediterranean, Jamaican, Vegan, Paleo and everything in between! My favorite local places include Evangeline Café, Kerbey Lane Café, The Beer Plant (plant based food) The Grove Wine Bar and Kitchen and Torchy’s Tacos.
Places I love to visit include hiking to Twin Falls on the Violet Crown Trail, Lady Bird Lake, Lady Bird Wildflower Center, The Bob Bullock Museum, walking around Town Lake and floating the Comal or Guadalupe Rivers just 30 minutes south of the city. While you’re here, visit the most widely publicized eco-friendly Austin-area master planned community, Whisper Valley, which calls itself “an environmentally sensitive development dedicated to energy efficiency and cutting-edge technology.” And be sure to take a walk along the famous 6th Street where some of the best music venues are having live music day and night.
The Shoutout series is all about recognizing that our success and where we are in life is at least somewhat thanks to the efforts, support, mentorship, love and encouragement of others. So is there someone that you want to dedicate your shoutout to?
I come from a family of successful business entrepreneurs and I grew up in retail. I worked for my grandfather in his neighborhood grocery store in elementary and middle school and for my uncle’s 3 pharmacies, where my dad was a store manager in the busiest one, in high school. From dealing with customers at such a young age, always willing to please, I learned the most important aspects of customer service: always make the customer feel as if she/he is right (even if they are wrong, find a way around it) and do whatever you can to fix the problem. The goal is to make a raving fan. I learned that even if the customer didn’t get what they came for, they would still tell their friends about my business because of the way I treated them. I genuinely like people, so it was an easy thing for me to build rapport with customers and always leave them wanting to come back. My family is definitely responsible for my genuine and honest desire to serve others to the best of my ability and my sales skills.