Jasmine Abrams Worksheet Chapter 5 Activity 1: Help Jasmine Navigate Customer Relationships Jasmines business is doing well! She has consistent demand and her loyal customer-base is growing! She has even started offering her graphic design services in addition to selling her t-shirts. Jasmine is really active on social media, and when she posts her random art doodles they garner attention from others in the graphic design community. She feels like her business is off to a great start, and shes excited about new opportunities on the horizon. Scenario 1: Emotionally Intelligent Communication Jasmines t-shirt business has been doing well and getting lots of orders! Sometimes when Jasmine posts a design on her social media, she ends up feeling some kinda way as she explained to you based on the comments. She has also had a few angry customers she is not sure how to handle. Help Jasmine sort out the emotional component to her business by giving her advice on how to respond to her customers via email and the social media comments. Advice & Feedback: (Help Jasmine by suggesting a response and proposing a strategy for how she should respond) 1. Client Email: My friends loved your shirts so much that I bought a few myself. But after I wore them and washed them a few times, they shrunk! I know there is a pre-shrunk indicator on the description for the shirt and the return policy indicates no returns after wearing or washing, I just feel like I should be able to get a credit for another shirt or something because this should not happen. Help explain to Jasmine why she may feel negative emotions about this customers email: Try your hand at displaying emotional intelligence by suggesting a professional response that Jasmine could send to her customer: 2. Client Comment on Facebook (left under a new t-shirt design): I guess this is cute, but your earlier designs were way better! Too bad those are not on the website anymore, no one likes your newer stuff. Help Jasmine process her feelings in response to this comment. Be sure to weigh multiple perspectives to help Jasmine see both positives and negatives takeaways from the comment: Try your hand at helping Jasmine craft a professional response to post as a reply on the Facebooks post thread: 3. Client Direct Message on Instagram: Hi Jasmine! I just wanted to tell you that knowing my purchase helped build up a company I believe in is a wonderful feeling. Thank you for everything you are doing! You are an inspiration <3. Help Jasmine process her feelings in response to this comment. Be sure to consider brand and customer loyalty in your explanation: Try your hand at helping Jasmine craft a professional response to post as a reply via Direct Message: Scenario 2: Creating Jasmines Customer Philosophy Jasmine knows that customers are the life-line of a business, and she really wants Dynamic Designs to be customer-centric. But she is not quite sure how to craft a customer philosophy that reflects her objective. Advice & Feedback: Help Jasmine by explaining the customer philosophy equation from Chapter 5. Be sure to highlight why customer philosophies are important, and give her feedback on her existing attempts at creating a customer philosophy. Explain to Jasmine how a customer philosophy will serve for her brand (Your response should be two to three sentences long): Explain the customer philosophy equation: Provide Jasmine with some feedback on her first attempts at a customer philosophy: Customer Philosophy 1: Customers support DD because they enjoy my social posts, I make ordering easy, and my designs are cute! Feedback: Customer Philosophy 2: Influencers partner with Dynamic Designs because we offer a 24-48 hour turnaround delivery time, free revisions, and winning customer service. Feedback: Customer Philosophy 3: Dynamic Designs is a preferred vendor of choice for cute and inspirational tees and influencer graphic design needs because of the careful attention to detail, the timely delivery, and top-notch customer service. Through our products and services we are able to help the world see creativity in a professional manner. Feedback: Activity 2: Help Jasmine Determine Pricing for a New Service Not long ago, a social Media influencer named Miguel Sanchez reached out to Jasmine and asked for her help. Miguel founded #GirlDad Skills Inc., a professional networking & support group that helps fathers navigate parenting and being a role model for their daughters. As an influencer, Miguel promotes brands that align with his brand of being an active and present father to his little girls. Creating graphics for Miguels brand has given Jasmine an idea. Plenty of influencers need help creating professional-grade graphics for their brand collaborations, and Jasmine could fill that need! She checked with the legal department at CreativeSparks and confirmed that pursuing this new service would not constitute a conflict of interest because the target market for her service (influencers) differed from CreativeSparks target audience. Additionally, she would create graphics for social media campaigns, rather than graphics for the purpose of promoting and placing visuals for larger brands. Scenario 3 Based on the work she has done for Miguel, Jasmine is getting even more client inquiries! The problem is that she has not figured out what exactly to offer these influencers, how to package her services, or even how to feature this new service on her websitelet alone how much to charge! She knows she needs to decide on a cohesive package and set her pricing before she goes to market, but she needs your help to make some smart decisions. Advice & Feedback: Based on the information about her salary at CreativeSparks (see the graphic below), help Jasmine figure out how to charge by calculating amounts and giving her both sides of each option to weigh against one another. Since Jasmine will be performing this service herself, do not worry about factoring in additional labor for outside support. Jasmine could charge by the project if she creates packages that offer specific types of graphics for influencers. Help her calculate how much to charge and weigh the pros and cons of this type of pricing structure: Price: Pros: Cons: If Jasmine charges by the hour, pricing and billing every transaction uniquely for every influencer project, how much should she charge? What are some pros and cons of this option? Price: Pros: Cons: If Jasmine offers influencers a retainer rate (meaning they can pay a flat fee per month based on her estimated approx. hours worked), then she could cap the amount of content she provides within a given month so as to not over-extend herself. If she were to take this option, estimate how much she should charge and determine how many projects should be her limit based on Jasmines salary information from the chapter (see the graphic above). Then weigh the pros and cons of this option. Price: Number of monthly deliverables per client: Pros: Cons: Based on what you know about Jasmine and her business thus far, including her new service-offering, suggest a revised customer philosophy you think will fit her business and target audiences (both for her t-shirts and the new service)