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!

Selling Tips

I don't profess to have all of the answers, in fact some days I truly believe that I don't know anything when it comes to selling.  No, I am not going to be "Debbie Downer" but  I also don't want anyone reading this to think that my business never experiences the roller coaster of sales.  For some people selling comes natural - my mom, Joan Heldreth,  is like that.  I truly believe that you could sell anything.  I remember when she was a manager of a bakery - people would come in for 1 item and leave with a bag full of things that she suggested (sold) to them.  I always wondered how she did it.  I envied her and her ease with making a sale.

As I entered the world of direct sales, I was now the one "selling" my products.  I found an article on this exact subject on the Direct Selling Education Foundation website.  Here are some of the tips that they shared:

• Ask questions to quickly find out what the problem is and/ or what the customer needs.  In the party plan business, everyone is expecting the sales pitch.  You know the 100 reasons why they absolutely NEED your product.  STOP!  Your customers and the potential ones will be more open to what you have to say if you have something that will help THEM!  Sometimes they don't know that that is but if you have a SIMPLE solution to make their life easier, they are going to listen.  You have to LISTEN to them.
• Use language that is simple to understand.  Talk to people about your business as if you would talk to a friend.  Remember that you need to build a relationship with people in order for them to connect with you and your product.  Don't use acronyms or things that they aren't familiar with to try and impress them.
• Create and describe a picture for the customer.  Encourage your customer to imagine what their life would be like if they used XYZ product.  For example, if their children's sports equipment is rolling around in the trunk of the car.  Suggesting how easy it would be if everything was in one bag would be and as a result, no lost sports equipment and more space in your trunk.  Having had a daughter in sports, life would have been easier if some of those things weren't forgotten or lost in the trunk of the car.
• Ask more questions and listen carefully to their answers.  When a customer says "no" or is hesitant, I stumble sometimes depending on how far we are in the relationship building phase.  I am always worried about being perceived as pushy but as long as I remember to focus on what the customer needs and not let my own needs get in the way, it all works out.
• Think of yourself as a guide.  LISTEN and help your customers navigate through the roadblocks - color, style, price, value, etc.  Offer solutions that address their concerns - sometimes this will work, sometimes it won't.  Remember that a no now may mean not at this time.  

I love the quote "the art of selling is one that can be developed over time".  I am grateful for that or I would have given up in my first few months of direct sales.  Thank you Mom for showing me how easy selling can be when I use these tips - see, you thought I wasn't paying attention all of those years, you were a great example for me.  

What selling tips do you have?  Please feel free to share them.  I look forward to hearing from you.  Have a ThirtyOne-derful day!  

Standing Out in Business

I was told, along with many others, to succeed in business you need to set yourself apart for your competition.  This was easy for me to do when I was in the non-profit world, my work including grant writing success, program development and networking helped me to rise to the top - even when I least expected it.  

As I entered the world of Direct Sales, setting myself apart from other consultants from the same company was going to be a little tougher.  We are all given the same tools to use - scripts for parties, amazing products, catalogs, scripts for recruiting and the list goes on.  My biggest problem was (and sometimes still is) learning which of these tools best fit ME! Which party presentation was easy for me, especially since I have always disliked public speaking?  Which follow-up was I going to use (okay, so I am still working on this and it is an ongoing struggle)?

According to Direct Selling Education Foundation, here are some things that can help you to stand out in your business: 

1. Deliver great value – Offer excellence for a great price.
2. Offer more choices in your products/services than your competitors.
3. Make the sales process more convenient, easier and quicker than your competitors.
4. Make it easy to find and contact you – use memorable business cards, post information on how to reach you through social media networks, post your cell number and promote testimonials.
5. Share your sense of passion and excellence for what you do – make sure you come across passionate, caring and willing to do what it takes to earn your customers’ loyalty.
6. Follow up immediately after the sale and continue on-going follow up.
7. Anticipate your customers’ needs and help them with solutions.
8. Ask for feedback and act upon those suggestions.
9. Continue to improve.
10. Be a connector and networker – help your customers find solutions to their needs, even before they know what they are, and engage in becoming friends with everyone you meet.
11. Stay current in your area of expertise – keep up with professional training, industry trends and share innovations with your customers.
12. Be positive and approach everything with a can-do attitude.
13. Strive for excellence every day.
14. Be more personable, friendly and approachable.
15. Become solution oriented.
16. Be creative and innovative while also following through.

One of the greatest compliments that I got was from another direct selling consultant.  Lissa had attended one of my parties and never mentioned that she was in direct sales.  I ran into her several times after the party since she coordinated events for one of the local schools.  Out of the blue, Lissa called me one morning and asked if she could take me to breakfast - she wanted to pick my brain.  As we sat down and began talking, she pulled out ALL of my communication & written follow-up that I did after the party.  She proceeded to tell me how impressed she was - WOW!  I was shocked!  But since that morning meeting, I have heard from my hostesses and customers that "it was easy having a party with you - your follow-up was great", "our orders looked so nice when they came in".  So, I have found one of my ways "to stand out" without even trying.  I simply applied what I learned in the business world - communication is the key to success - to my direct selling business and TADA! It works!  Is it hurling me to the top of the ladder? No!  Does it have people banging down my door?  No!  What it has done is to help me build a reputation with my customers and their friends which will ultimately help me to gain the business that I want - BUILDING RELATIONSHIPS is key to BUILDING YOUR BUSINESS.

Check out "Business Owner's Road Map to Success" by the Direct Sales Education Foundation for more great tips.

Have a ThirtyOne-derful day!

Customer Service

Today's blog is about the importance of customer service.  As a direct sales consultant, I have found that there are many that sell the same product that I do so why should people buy from me and then continue to remain loyal to me as their consultant?  Yes, I am the "perky bag lady" who always has a smile but there has to be more to it.  Yes, people have fun at my parties.  But what is the real reason that I have loyal customers who when they encounter another DS consultant from the same company say "I already have a Consultant, thank you!"  

When I started doing vendor events and parties, I was always looking to just make sales - focusing on what I needed instead of focusing on the customers needs.  I wasn't really thinking about the long term positive effect that today's interaction would have on my long term goal of growing my business, making it my full-time business. I needed to learn how to not only have that one time sale but how to keep them as customers, building a relationship with them that lasts a lifetime.

Here are a few tips that I have learned from some amazing woman:

• Be yourself and have fun.  Don't try to copy what others are doing in the hopes that you will reap the same success that they have had in their business.  Each of us is different and as a result, we need to capitalize on our skills and talents.  I am not saying don't try new ways of doing things but if you aren't comfortable with that particular style - make it your own.

• Talk to the customer to see what it is they need.  Obviously, we are all looking to make sales but an unhappy customer will never come back to you for a product nor will they recommend you.  Case in point - I met a women who had been "sold" lots of the same product that I sell.  Basically, she isn't happy with the products that she bought because they really don't meet her needs.  After talking with her, we decided that she would look at the catalog, pick out a few things and I would come by so she could see if they would work for her.  I am giving her a personal customer shopping experience.  No pressure to buy just a chance to see if the products really will meet her needs.  I suggested that she may want to have a friend or two stop by so they could "play" with the product too.  Happy potential customer = happy consultant + repeat business + referrals

• Be honest.  This should go without saying...if you make a mistake, admit it, fix it and get over it.  The customer will be thrilled that you have corrected the mistake.  Don't know the answer to a question, admit it and tell the customer that you will get back to them as soon as possible.  If you don't believe that a customer will be happy with the product that they are looking at for a particular situation, tell them your concerns and why.  A wise saying "honesty is the best policy". 

• Build relationships with your customers.  Is their favorite print retiring? Favorite product being discontinued?  Let them know.  Send them a note for their birthday, post on Facebook wishing them well when they reach a milestone in their life.  Let them know that you thought of them - make them feel special  

I am learning that word of mouth about my customer's awesome shopping experience is the BEST marketing tool I have to help me in growing my business.  I am booking more parties and fundraisers but most importantly, I am growing my customer base by building relationships with people.  No, they may not buy at the moment and it may be a year before they do but it is okay because they have remembered me so that when they are ready to shop - they shop with me.

Don’t let your customer base remain an untapped resource. Authentic stories from satisfied and eager customers are more valuable than any paid advertisement. Strive for excellence so your customers will want to share these stories.

Check out this article on Customer Marketing at Direct Sales Education Foundation.  Some AMAZING advice/ training can also be gotten from:  Julie Anne Jones, Sue Rusch and Hope Shortt  .  Have a ThirtyOne-derful day.