I have found that consistent follow-up with customers, hosts, and prospects brings home the gold over time. It can increase a direct sales income by 25-50% just through the connections and relationships that you develop. The more interest you show in the customer the more they will want to do business with you for the long haul.
Your business will put you into contact with leads for hosting, booking, recruiting, and customers. Having a system to keep those leads in your pipeline is crucial in providing great customer care and for developing leads.
Typically a party guest becomes a customer. A customer can turn into a host, and a host can turn into a recruit. Implementing a solid system will help you maintain more customers in the long run, generate higher sales, and propel you through the cycle easier. Follow-up is the most important part of your business and the most neglected.
Let’s talk about customer service.
When you create a sale you generate a customer. The customer can come from a variety of sources including parties, vendor events, and one-on-ones. You will want to have a system to capture their information as well as their purchases so you can follow-up. There are many systems out there but they will all create a way for you to capture information and tell you when the optimal times of following up may be. My favorite online tool is The Client Angel if you are looking for one that is computer driven.
You want to create lifelong, repeat, satisfied customers and the easiest way to do that is providing excellent customer service. Happy customers will refer you to friends and help yo grow a successful business. Many reps don’t call because they fear they are being pushy and don’t know the basics of timing. I like to call the system I use the 2+ method of timing. Here’s what it looks like:
2 days after purchase
Your first contact after a sale is simple. It should occur two days following the sale and be as simple as a quick thanks.
“Hi Sally, it was great getting to know you and thank you for purchasing XYZ! I know you will love using it. You should receive it by ____ and I am always here for any questions should they arise.”
That’s it. A simple thanks and information as to the timing of getting their goodies. Don’t be surprised if your customer tells you how much she was talking up the party with others or that she forgot to add to her order. Upsells and bookings can be commonplace with these calls. Customers haven’t forgotten the fun or the products just yet.
2 weeks after receiving their order
Around two weeks after the customer receives the order you should make a second call. This time you are calling to:
- make sure they received it and
- know how to use it
You aren’t asking for another order or for a booking. You are being of service to them as one of your existing customers.
“Sally, I just wanted to make sure you received your products and to see if you had any questions.” Follow that up with, “Are you enjoying your product?” “How is your new product working?” “Have you noticed any difference with your product?,” or any other question that may relate to what you have sold them.
The likelihood is that you will receive positive feedback, however if you didn’t it allows you to shine and show them how well you can serve them.
End with “Is there anything else I can help you with today?” and “I value you as a customer and customer service is extremely important to me. Occasionally I would like to touch base with you to see fi there’s anything else I can do to take care of your needs. Would that be okay with you?” You now have permission to continue the contact!
1 month later
I am a fan of putting them on a once a month basis for the next six months and then moving them to a quarterly basis after that. These calls are simply check-in calls and a way to develop rapport.
Make sure you take notes of important events that your customers talk about like weddings, birthdays, anniversaries, and more. It will give you a way to connect and allow you to talk about life beyond your products. The more you engage with your customers and make them feel important the more connected to you they will feel and the more they will do business with you in the future. So make these calls about things that are important TO THEM or connect it to an upcoming celebration or event.
That’s it. A simple system to having amazing customer care. The calls won’t take more than 2 minutes per call but having a system to put them into place is crucial. The timing of the calls isn’t random but done well you will have a solid business under your wings.
I would love to hear your feedback and ideas for your systems! Share, post, and comment below! Go on our Facebook page and tell us what you think!