Customers For Life

This week's theme is all about increasing your sales.  How many of you have had one-time buyers?  You know the ones who buy at a vendor event or a party then never buy again?  Maybe they were just helping out a friend?  Maybe they were impulse shopping?  Maybe they didn't like the product once they got it? Whatever the reason, you have never heard from them again.  For me, that is probably because I haven't been very good with customer care calls but maybe you have been so you are wondering why you don't have a customer for life.

In an article in Inc magazine there were some tips on how to change these one time customers into customers for life.  Interestingly enough, the article made one KEY statement regarding changing one time customers into loyal ones - SURPRISE THEM!  Here is how you can do that:

• Beat your customers to the punch.  The best way to do this is with customer care calls.  Now, I don't mean those calls that are ASKING THEM to do something for YOU.  I mean, a call that simply says "thank you for you order and how do you like the product that you purchased ".  This means changing the mindset that we have so that we can break through to our customers.  When was the last time that you got a thank you call just for ordering. If there was a delay in their order, apologize and offer then something with their next order.  
• Make shopping easy.  As a direct seller, we have company websites - some are easy to navigate while others take some figuring out.  I have been fortunate to have customers call or email me when they had a problem with the website, this isn't always the case.  If someone placed a large order via the internet that might reap them additional rewards, would you call them and offer them the discounts?  Why not?  Who doesn't like something for free or at a discount when they are placing a large order.
• Resolve issues without a fight.  I happen to work for an AMAZING company that has a "no questions asked" policy in the first 90 days as long as things aren't personalized.  If you are making those customer calls, you can resolve any issue before it escalates and you have a disgruntled customer.   If it is past the cut-off or the item is personalized, I try to find a solution that will work for both the customer and myself.    

These may seem like basics but we all need a reminder once in awhile on how to take care of our customers so that we can build our business.  A happy customer is a repeat customer.  So surprise your customers - call them to say thank you, call them to make sure that they are happy with their product BEFORE the warranty expires, or just call them to wish them a happy birthday, happy anniversary (anything that you remember from the party that you can congratulate them on).  

Off to make those customer care calls because I am looking for loyal repeat customers!  How about you?  Have a ThirtyOne-derful day!

Home Parties - Fun or Grueling?

Yes, this is a strange title for a blog especially when I am in the "Party Plan" business.  When I first started in direct sales, I was one of those who was looking for a fun, easy way to make some money and get free products - definitely a hobby.  As I recruited my first girls - actually, I think they recruited me since I wan't even sure what to do with a recruit - I dabbled in home parties.  I was a vendor event girl - show my product and go home.  Sales were okay but definitely not consistent.  I even did an open house at my home which helped to increase my sales but still no parties at someone else's home.

I will never forget my FIRST actual home party.  I was a nervous wreck.  Lots of women looking at ME while they waited for me to enlighten them about how AMAZING our products were and why they should buy them.  I struggled through the presentation part by playing a game or two and then letting everyone play with our products.  It was then that I went on the HUNT to find a party "script" that would work for me. I found scripts that I wanted to try but now the problem was finding people who wanted to have a party.  Thus began my next quest to BOOK PARTIES.

Over the next year or so, I would try many things to get people to book parties.  Now, I average about 2 - 4 per month with my individual guest sales and attendance increasing which helps my party numbers go up.  I still stumble on the words when asking someone to book a party.  Then I heard and read an article by JulieAnne Jones called "Stop Asking and Start Offering".  I heard this same thing during many 31 minute calls but JulieAnne gave me the script.  WOOT! WOOT!

Typically, we ask the question "Would you like to book a party?".    We ASK EVERYONE - someone is bound to say yes, right?  This is all about us as the consultant - we are pretty much begging them to help us get sales.  Okay, so that may be a bit dramatic but you get the picture. So, let's change the wording so that we focus on the guest or the person we are talking to so that they feel special.  Here are two samples that may help with this change in mindset:

• Marilyn, I couldn’t stop thinking about our conversation earlier tonight and how completely busy you said you’ve been. I think you need a break, and I’d be absolutely honored if you would let me be the one to set it up for you. Let’s figure out when we can find a time to get you and your friends together.”
   
• "Karen, look at your wish list! You love my products. I don't want you to have to pay for all of these. Tell you what, let’s set up a party so you can get a ton of these for free. Do you prefer a weeknight or a weekend?"

Create your own by using this outline:

1. Start out with some sort of acknowledgement.  Let them know that you noticed them during the party even if they didn't say much.
2. Look for a way to be of service to them.  This can be as simple as listening to them during check-out talk about their limited budget or how tired they are.  You want to help them.
3. End with an open ended question that requires more than a yes or no answer.  This will encourage more of a conversation.

Yes, your personal checkouts might take a little longer but wouldn't it be GREAT to book parties at the PARTY so you didn't have to pick up the 500-pound phone?  You can also use this same technique in recruiting which is a definite blog in the future.

Here is to booking more parties AT the PARTY!  I am going to practice this so that I can use it during my upcoming parties this month.  I will let you know how it goes.  Have a ThirtyOne-derful day!

Ideas on Increasing Your Sales

In February of 2011, I joined my first direct sales company with the goal of it being my full-time business SOMEDAY!  I joined companies before mostly for the discounts and there may have been a passing thought about it being more than a hobby but none of them really panned out.  I should say, I didn't work them as all of them are still in business despite my lack of business.  

As I am still working on growing my team and reaching my monthly minimum in sales, I am always looking for new ideas to increase my sales.  I do many vendor shows and honestly need to be better at the follow-up from those - I know that should be my first stop when trying to increase my business, right.  Well, for those of you who have a 500-pound phone, here some more ideas:

• Cross selling - is recommending related products that complement others that have already been purchased.  When I am talking to someone about our products, I ask them general questions and then offer solution sets for them demonstrating how our product can help them.  This way you can pay attention to the customer's specific needs.
• Best value quick sales is offering products/ services that give customers value for their money and quick delivery.  I always have a cash and carry display when I am at a vendor show.  These are NEW products that I have which I sell at a discount.  The basic discount is 25% off because I have already earned my commission during the initial purchase from my company.  I also don't charge tax or shipping on these items since I am just recouping my money for the initial purchase. 
• Business referral exchange program - teaming up with other businesses or consultants in your area.  At vendor shows, I have to say that other vendors are some of my best sales people.  They carry my product and will share tips with customers who see it - referring them back to me for the sales.  I am looking for more ways to develop this WITHOUT joining another direct sales company.  Still a work in progress for me.
• Personalize appointments is one of product offerings.  As a direct seller, we are a  party plan company but the truth is some people just want to SHOP!  They are not interested in having people to their home and claim that they are not good at it.  I have begun offering "a product experience" for those women who want to "try out" our products.  I have done a few of these and they have been successful.  A no obligation opportunity to see if our products work with their vision for using our products.  To date, everyone who has had one of these appointments has purchased the products that they tried.
• Reward your customers - for referrals whether it be for more parties (booking bonuses) or for more customers.  I have a VIP Facebook page where I offer contests with product prizes, discounted products that help boost my sales and special events that allow them to bring guests and get more gifts.  I also have a Frequent Buyer Program which encourages my customers to continue to buy from me for the discount that they receive after so many purchases.

Creativity is the key to increasing sales and expanding your customer base.  What other ideas do you have to increase sales?  What has or hasn't worked for you?  Please share them below in the comments.  Have a ThirtyOne-derful day!