Exploring Life & Business with Charlotte Purvis

Today we’d like to introduce you to Charlotte Purvis.

Hi Charlotte, we’re thrilled to have a chance to learn your story today. So, before we get into specifics, maybe you can briefly walk us through how you got to where you are today.

My story begins in my beloved hometown of Tuscaloosa, Alabama. It was in Tuscaloosa that I first learned about the themes that have been the background music of my life: courtesy, respect, going the extra mile, walking in their shoes, and making the world a better place.

I heard these words from our parents, at church, at school, and throughout my community. As I reflect on my childhood, I realize now this was one of the greatest blessings I could have been given. These themes have served me well throughout my life and career.

Growing up in Tuscaloosa was the perfect preparation for me to become a Customer Service Consultant, especially paired with my formal education from the University of Wisconsin-Madison. I settled in the Research Triangle Park area after being awarded a Fellowship to study at The University of North Carolina at Chapel Hill. Additionally, I served in a government-sponsored research position as a trainer and internal consultant at the North Carolina Department of Health and Human Services (formerly Human Resources). This role was important in preparing me to become an independent consultant.

In the late 1990s, I had the privilege of being on the support team for a family member living with HIV/AIDS. This was a deeply personal (and emotional) experience that I took seriously. I had a vision statement and set of expectations and goals for him. Upon reflection, I realize that the experience with our family member also served as training for my role as a Customer Service Consultant.

Today, I am the author of The Customer Communication Formula. I wrote the book because I wanted to share the formula I have used with great success for 20+ years, influencing millions of customer service interactions. Also, I want to contribute to the discussion about the importance of customer service – especially now – as customer service professionals face heightened challenges during the COVID-19 pandemic. This is now a priority – sharing my formula beyond my core list of clients to influence the future of customer service.

Would you say it’s been a smooth road, and if not what are some of the biggest challenges you’ve faced along the way?

In my professional journey, the path has mostly been smooth because I have some of the best clients in the world. It’s as if they were chosen just for me. In fact, nearly 100% of my business is either repeat clients, or referrals through my clients. I am also honored when my clients hire me for coaching and consulting services to support their adult children. Just this week, I had in-depth conversations with two former clients who still see me as their go-to consultant for professional and life transitions. Relationships like these have made my career most enjoyable and rewarding.

The struggles I have faced are related to what many business owners experience with the “feast or famine” syndrome.

For me, one of the best solutions is to have business advisors and partners (like my Business Manager Sherry Hill along with Consultant Grace Williamson who manages the social media and special client projects). They help me stay focused on the big picture no matter where I am on the “feast or famine” spectrum. 

It’s important to note, I did not have a business background before pursuing my consultancy. I always worked in education, government, and non-profit organizations. I had to learn business principles, such as the difference between operating a business for profit vs. not for profit. In 20+ years, I have never written a business plan, nor have I needed one. I have had to learn how to let go, cling to my faith in God, and watch how things work out. Since my clients have driven my business through their repeat business and referrals, I learned to accept I have a unique business model, and it is perfectly suited for me.

A current challenge stems from multiple conversations with Business Advisor Meghan Young who says the next logical step for me is to be on a corporate or non-profit board. This is an example of what happens when my stakeholders want me to move beyond where I am and they challenge me. I do this for my clients all the time and it is humbling to be on the other side. I’m pleased to share I have accepted the challenge and am now open to a board opportunity where I can contribute my knowledge, skills, and passion. I just had a great conversation with another Business Advisor, Terhea Furr of September 9 Media—she will take the lead and guide me through this process.  

Great, so let’s talk business. Can you tell our readers more about what you do and what you think sets you apart from others?

I am an Author, Consultant, and Professional Speaker with over 20 years of service to pharmaceutical companies, access-to-medicine programs, corporations of all sizes, higher education, nonprofits, and individual clients. At CharlottePurvis.com, I provide core solutions including speaking engagements, training and development, customer experience transformation, and calibration coaching. I am most proud that my formula has influenced millions of customer interactions – all through building great relationships with customers and my clients.

My services are differentiated through the way I build relationships in various communities. I support organizations representing Corporate, Campuses, Communities, and Churches.

Currently, I am seeking ways to introduce my formula to organizations I care about deeply – those serving People Living With HIV, government organizations at the local, state, and federal levels (remembering my great start at the North Carolina Department of Human Resources), and corporations seeking to take their customer service to the next level.

What has been the most important lesson you’ve learned along your journey?

One of the key lessons I’ve learned is that my business is a reflection of me and my values.  

I value relationships, respect for people, and recognition of people’s strengths. My business is literally a mirror of who I am, and that’s been the most important lesson, bringing to the world who I am and being proud to allow my business to reflect what I believe in.

When my clients contact me about life issues, when they share something highly confidential knowing it’s safe with me, when they ask me to pray for them, when they ask me to coach their adult children, when they send me a gift, or just contact me to say hello – I’m reminded that I’ve lived out my values. After I delivered a virtual training program recently, one of the participants said that my programs “have a totally different vibe.” I want that to be true for my training – and my business.

Pricing (as of October 2022):

• eBook: $7.25
• Paperback: $19.99
• Hardcover: $20.75

Contact Info:

• Website: https://www.charlottepurvis.com/
• Facebook: https://www.facebook.com/SpeakerCPurvis
• Twitter: https://twitter.com/SpeakerCPurvis