Over the weekend, I participated in a vendor event which is something that I do ALOT to cultivate new contacts. I met a variety of people – some “newbies” to Thirty One, some who love the product and others who LOVE their consultants. I am always curious (and shocked) when people respond “I just buy from anyone who is selling” when I ask “Do you have a regular consultant?”. I know that the “s” word gets thrown around ALOT but I think the truth is these customers are not getting AMAZING customer service so they will jump ship in a heartbeat. I cringe to think that one of those jumping ship could be a customer of mine!
Okay, I admit, I am not the best on follow-up but I would hope that my customers know that they will get excellent customer service with me and keep coming back. There is no doubt that anyone who knows me, knows that I sell Thirty One and I am SHOCKED when a customer or potential new recruit finds out that “her friend” sells Thirty One AFTER she starts talking about our AMAZING products. So, how do we win over our customers????
Here are some tips from The Client Angel on how to make your customers LOVE you so much they will ask you on vacation with them! Alright so that may be a bit extreme but you get the picture…
Rule #1: NEVER Argue: Even if they’re wrong. Of course the customer isn’t always right! We’re all human, aren’t we? We can never all be right all of the time! Most people will be happy to do business with you again, even give a great review, if you’re willing to resolve the complaint (remember, it should be in their favor!).
Rule #2: You Must Commit: Commit yourself to giving quality service to your customers. You will be lost without it. Go above and beyond their expectations. Ask yourself, “How do I want to be treated as a customer?” and exhibit EXACTLY that behavior. This goes back to follow-up especially in direct sales. I have to admit that I have moments when I let “things” get in the way of providing quality follow-up service.
Rule #3: Never Back Out: Don’t break your promises. In other words, don’t back out of a deal they already secured with you. Do this and you lose your credibility and most likely, more customers (word of mouth spreads like wildfire!). Always keep in mind… guarantee something, and you HAVE to follow through! Otherwise, it could mean a string of bad reviews.
Rule #4: Focus on Them: Who are “them?” The customers of course! Sales are important, yes, but making customers is even more important. Without customers, there won’t BE sales. How often have you been in a store where you are bombarded by a salesperson asking, “Would you like to purchase this? That? How bout this?” All they care about is the quantity of the sale, not the quality. Keeping their business is way more important than the sale because chances are, even if they don’t buy something this time, next time the purchase will be a big one. And remember, it costs more to attract new customers than it does to keep one that already exists! Relationship building is the KEY to success.
Rule #5: Details, Details, Details: This is the most important rule! Tailoring your customer service is the key to your business. When you tailor your service to that certain customer, they realize how closely you pay attention and then get to feel like your star client. Plus, their buying habits are important because once you know their buying habits, you can send them coupons and deals for those products. Don’t forget to ask for feedback from your customers. This is vital because if you never know how you’re doing, how will you improve? If you’re asking for it, most likely it will be constructive criticism, not complaints.
How do YOU win your customer’s hearts? Share your tips with us..Have a ThirtyOne-derful day!