Today’s Tuesday tip is “follow-up”. I know you are thinking, really, this AGAIN?
The truth is, it is a topic that can’t be talked about enough. Over the last week, I have talked to some new customers – exciting for me but disappointing for some other consultants. Why? The customers love Thirty One but they were not happy with their consultant. The number one complaint was “they never heard from them” after their initial order.
Now, I will be the first one to admit that I am not the BEST at this but I do know that it can make or break your business.
Let’s start with how you follow up with your hostess. I know, the party is over and you are breathing a sigh of relief. You figure you have done your job and there is nothing more to do until the order comes in, right? What if you were to go one step further?
A few days after the party, how about sending a simple postcard or handwritten note, thanking your hostess. How about an email to the hostess and all of the guests giving them more details about the expected delivery date of their orders along with your contact information. In this email, I usually let the guests know how much their hostess got for FREE as well as how much they could have earned if they were the consultant for this party. You want to keep planting those booking and recruiting seeds.
Some would say that I OVER communicate but I don’t think there is such a thing. Once I hear from Home Office that the party is shipped, I send another email to everyone. If the party is being sent to me, I let them know when they can expect delivery to their hostess. If orders are being direct shipped, I make sure that they each have their order tracking information. While the guests are waiting for their delivery, they also receive a postcard thank you with my all of my information for their records.
So, the orders have been delivered and you are still not done. Outstanding customer service should continue. Two weeks after the orders are delivered – pick up the phone. YES, I said PHONE each person. See how they like their product. Chat with them about things that are happening in their life. Build on the relationship that you started at the party.
Does your company have a warranty? Thirty One’s warranty is 90 days so I tag everyone for 70 days out and call AGAIN. I know, you hate picking up the phone but the truth is even if you leave a voice mail message, you are connecting with them. If you talk to them, remind them that the warranty is 90 days in case there is a problem or they don’t like their product. I know, it doesn’t happen, right? On that off chance, they need to know it is okay to return or exchange the product. Most won’t exchange or return things because they don’t want to be problem.
Great Customer Services goes a long way in business. Is there really such a thing as too much follow-up?
Have a ThirtyOne-derful day!
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