how to look after customers | how to build a successful network marketing business with customers
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Most people who start off in a business don't have a clue about customer service. It is no fault of theirs as they go from being an employee one day to business owner the next. They are expected to know everything and unfortunately this does not happen. As customers we are quick to find fault with business owners when we do not get the right level of service from the owner or staff of a business we patronize. The business owners quite often are too busy working in the business rather than working on top of their businesses. I was in a similar situation years ago before I realized my mistakes. Today my heart goes out to business men and women. I want to help them to remember that even though they know that the client is most important they should do the small simple things that are most often free to make each and every client happy. A smile here, a free handshake there is all that will make customers coming back over and over again. This is even more evident in the network marketing industry. People who sign up in a network marketing company feel that they just have to recruit people and they will make a lot of money over night. This is true in a way but recruiting is just part of the whole picture. We need those people to try our products and then go on to be regular paying customers for years to come. If we were to just relie on recruiting clients with no after sales service we will have customers falling out at the other end just as fast or faster than they were coming in. If you want true success in network marketing business then treat your home business with the same level of respect and care as you would a traditional business. I have listed a few simple to-do customer service steps in this presentation that will help you keep customers on your records longer and make more profits. We use these steps in our home based business every day. I do hope you find these notes on "How To Look After Customers" useful in your business at home. If you need to contact us do so by filling in the contact form after the presentation. Success to you in your network marketing company too. Claude Fullinfaw, BrisbaneTRANSCRIPT
How To Look After CustomersByClaude Fullinfaw
Building A SuccessfulNetwork Marketing Business
A customer starts off when someone buys a product from you either at retail or as a discounted preferred customer.
Don’t focus only on that first sale.
There is not enough money in selling an item to a customer just one time.
Look at the long time benefit…
In each customer there is a value which we call as intrinsic value.
This is the amount of money that a customer will give you over the period of time (lifetime) he or she will buy from you.
This could be substantial especially if the customer stays with you and gives you referrals
Sometimes this could spread over many years and or spill over to family and friends. Imagine when that happens to your business.
Don’t abuse this relationship by neglecting the sale once the money passes hands the first time.
The value is the same for small ticket items as well as big ticket items.
By looking after clients you will find that they will stay with you for a longer period.
The added benefit is that you will get a ton of referrals if the trust is built up between you and the client.
Most people love their family and friends to be looked after by their favourite salesman especially if you are exceptional in service..
Here are a few tips to help you build the trust among your clients
• When a prospect becomes a customer always give them a call 2 days after the sale to see if everything is ok with the product or products they bought. In case they have not started to try your product you can get them started immediately after the call. Sometimes if they have started to use the product and may have an issue with dosage or side effects you can very easily and timely help them with portion sizes or with seemingly bad side effects.
• Timing is crucial in saving a good sale going sour.
Second Tip:
• Make sure at the end of the conversation you mention that you would like to call the customer in a week’s time and ask permission if you can do so.
• Most client will only be happy if you could. You can step in and help clients in case any other issues arise since the last call.
• Ask them if a certain day and time is ok by them and then say goodbye.
• It is important that you keep notes each and every time you make contact with a client.
Third Tip:
• When you call the third time you will get a good idea how the products are working with your client.
• At this point its best to reassure the customer that if ever they need help that they can call you on your direct line. And again give them your phone number.
• Just before you hang up ask permission if it is ok if you could call back in a month to see if they are still doing well on the products.
Fourth Tip:
• This call is short. Its meant to just reconnect and see if all is ok.
• Listen to the client and if she or he needs anything and if there is a need for a reorder then suggest that you can take care of that by easily getting order delivered to them.
• Most customers would love you for that.
Bonus Tip:
• Get the clients birthdays when you first sign them up with products.
• A birthday card in the mail every year is a very thoughtful gesture.
• Send them also a New Year Card in the mail.• I would go a step further and have a regular bi-monthly newsletter sent out to your clients. I use Constant Contact for this purpose. Its easy to use and very effective for my home based business.
Bonus Work Sheet:
The best part is if you look after customers you will get heaps of referrals and referrals are free easy business and money in the bank
Hope you have learnt from todays tutorial.
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