Happy Monday!!! Let’s start off the week talking about customer service. I mean if booking parties at the party is the best way to fill your calendar, right? What about after the party? What kind of customer service do you provide to keep them coming back to YOU?
The No. 1 reason why customers bail (on a consultant or a business) is the lack of customer service. The key is to make sure your customers feel wanted so they want to stay where they’re appreciated. But to make customers love you, you’ll have to work even harder. Here are some tips that I have gathered along the way..
The golden rule is to Never assume. You know what they say “You make an a$$ out of you and me”, right? You may think you know what customers want. But what if you’re wrong?
1. Talk with your customers. Ask questions and build your approach around the wants, needs and desires of your customer. Not only will you get a better understanding of customer needs, you’ll be able to identify innovative ways to solve their problems and exceed their expectations.
2. Always deliver. To win customers, you need to deliver on time, every time. I communicate ALOT after the party with my customers. I email them when the party closes and when I receive the shipping information for the party. This way, they know what to expect. Customers like to know what it happening with their order.
3. Personalize loyalty programs. In order to ensure you have a winning loyalty program, you must plan, design and execute it in a systemized way. I tried the “frequent buyer cards” but they didn’t seem to work for the majority of my customers. I offer incentives for party and recruit referrals which has also worked on a limited basis.
4. Say “Thank You.” Do you mail thank you notes or postcards to your customers? I used to do this ALL the time, then I fell out of practice. I was surprised at how many people appreciated the simple handwritten note. I am definitely implementing it back in my “after party tasks” this year. This simple strategy can really make an impact and says a lot about the value you place on your customers.
5. Stay connected. It is recommended that every customer should receive a “touch” at least once a month and, with an email or e-newsletter. Your “touches” should be more about information or educationally-oriented and designed to add value to their experience with you, rather than just as a mechanism for pushing products or services. Most direct sales companies have monthly newsletters which go out once a month – AWESOME. Thirty One also supplies the consultant with an “activity report” that tells us who, what and when our customers read it. This is a great conversation starting when making those “pink bag” calls.
6. Play favorites. New customers are critical to growth, but you must ensure that current or long-standing customers get VIP treatment as well. I haven’t found a way to do this yet but I am working on it. I do have a birthday club where customers are given a discount on their purchase during the month of their birthday. This has received some rave reviews from my customers.
So when your calendar is light, rely on your EXCELLENT customer service to help you reach your monthly goals. Connect with your customers on special days (anniversary, birthday, etc). Make them feel special and they will keep coming back. A loyal customer is a GREAT referral base for your next party.
Have a ThirtyOne-derful day!
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