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!

Finding My Confidence

Last week was a whirlwind of AHA moments as I listening to training calls, coached other direct sellers, attended a business plan class and then an AMAZING network meeting.  It all reinforced a posting that was on the Direct Sales Education Foundation's website about "Finding Confidence".

Self confidence has always been a struggle for me.  I have talked about it often in my blogs but it seems that I have been blessed over the last week with a bombardment of positive energy that is propelling me forward.  I am going to relate it to some of the tips that I found in the article.

• Practice makes perfect.   I used to play the piano and I heard this ALL the time.  As we get older, at least for me, continually practicing my scripts for parties, etc seemed silly.  So I started small after our business plan class on describing my business.  I used to say "I am a Thirty One Consultant.  We sell purses, totes and accessories".  Well, the truth is we do much more than that so I have been practicing "I CELEBRATE, ENCOURAGE, REWARD hardworking women with simple solutions to life's organizational challenges while helping them to fulfill their dreams by offering them opportunities".  A mouth full but let me tell you, it changed the entire perspective for people on Friday when I introduced myself.  NOW, they were interested.  Without practicing, I would have resorted to my old intro.  
• Find a mentor.  I have an amazing upline, Hope Shortt has been supportive and know just when to challenge me.  Find someone who you want to be like, ask them if you can shadow them.  Find someone who you can trust and respect and build a relationship.  I now also have an AMAZING group of women at Entrepreneurial Think Tank for Moms  who without knowing it have mentored me.  From blogging to dressing for success, they have helped me to find my confidence that I lost so long ago.  Thank you Nicole Borato from Jersey Cookie Girl for inviting me to the first meeting.
• Find a partner.  Find a close friend, family member or even your spouse who can share in your accomplishments and help to bolster your confidence.  My hubby is my partner.  He shares in my accomplishments but he is also the first one to call me out when I am making excuses.
• Dress for success.  This is something else that I have heard since my college days.  Wear something that makes you feel good when you go to a presentation or a meeting.  It should fit well and be put together with accessories and hair style.  Someone asked me the other day if I had a makeover.  I was THRILLED.  No, not a formal one but I did in my head.  How?  Hair style instead of just long hair hanging.  Out of my jeans for meetings and into a pair of khakis (capris right now) with a nice shirt and jewelry.  Makeup.  I never leave the house without some even if it is just mascara.  You never know who you will run into on the trip to the grocery store to grab a gallon of milk.

Simple tips but for those of us who have a small comfort zone, this is a BIG deal.  Things that I have heard for years but seemed to think they wouldn't work anymore - guess what, they do!  Are you ready to grow your business?  Are you ready to challenge yourself?  Try one of these tips, if not all of them.  DREAM BIG!  The sky is the limit.

How did you find your confidence?  Please share, I would love to hear and at the same time, you may help someone else.  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!  

Rest and Recharge

YEAH for Sunday.  Growing up, Sundays were a day for church, family and family dinners  No, I am not going to preach to you or get religious.  What I am going to talk about is the importance of taking time to rest, re-charge and reward yourself.

For some people Sundays still mean a day of church and family because this is the way that they recharge their battery for the upcoming week.  For many years, Sunday was just another day to me.  In today's world where most business is done 7 days a week, I too had to work sometimes on Sunday.  When I worked in the non-profit world, Sundays were spent traveling to one of my daughter's many sporting events.  Okay, still family time but often very little time to recharge my battery.  How do you spend your Sundays?  Do you have off from your 9 - 5 job but try to cram all of the errands/ chores into that one day?  Do you work a second job to make ends meet so there is never really down time? Are you the "taxi" driver for the kids on the weekend?  Are you a workaholic so there is never really any down time from work?

Whatever you are doing - STOP and REWARD yourself with some me time.  As women, by nature, we take care of everyone else putting ourselves on the bottom of the list.  There never seems to be enough time to get your nails done, read a book, take a relaxing bath - whatever your "guilty" pleasure is.  I say that because most of the time when we do take time for ourselves, we feel guilty about leaving the kids/ hubby and as a result, we don't relax or re-charge.  

I know you are thinking - no time, no money, no one to watch the kids and the list goes on.  Your reward doesn't have to be anything expensive or lavish or even last for hours.  Your reward could be - A walk in the park or along the beach (my favorite spot); a half hour reading your favorite book, time in the morning (before everyone is up) to read or do devotions; working in your garden, a trip to get your nails done; a soak in the tub with the earbuds on so no one can disturb you.  It can be whatever will pamper YOU and help YOU feel refreshed to conquer the challenges in your life and the upcoming week.  Plan it, put it on the calendar if you have to schedule it - DO IT!  I hope I get this saying right "For when momma isn't happy - NO ONE is happy".  

Don't you deserve a little me time?  Sunday, a day of rest, so what will you do to pamper yourself today?  As for me, I may be working in the morning but when I am done - I will be taking a walk and enjoying the day!  CELEBRATE - ENCOURAGE - REWARD yourself, you deserve it!

Have a ThirtyOne-derful day!

Happy Saturday...

Good Morning Everyone!  Here is to the start of a great weekend..  

It has been 84 days of blogging - sharing all of the random tidbits of information that have been stored away in my brain for all of these years.  Sometimes I don't even know what I know.  Crazy, right?  Today's post is going to let you get to know me a little bit better.  I know I may loose some readers here but it is a chance I am willing to take since I don't do it often.  I figure every few weeks, I would share some personal stuff to let you in on life as Hope.

After graduating from Ocean Township High School, I headed off to Roger Williams College (which is now a University) in Bristol, Rhode Island.  A small school on the coast of Rhode Island about 20 minutes from Newport.  I started out in Education but quickly changed my major to Administration of Justice.  I actually excelled in these classes, unlike my first semester of freshman year when I almost flunked out.  This Jersey Girl never let the sand leave my shoes even when I wasn't in NJ, I was always close to a beach.  After graduation, I stayed in Rhode Island to work for the Governor's Justice Commission.  A fancy title for a Program person that wrote evaluations and recommendations on services that were available in the Juvenile Justice system for at risk youth in Rhode Island.  My first "funded" position through a grant and I had no clue what it all meant.  I truly thought that I could make a difference.  About 6-months into the job,  my Aunt Elsie sent me a job posting for Neptune Township for the Police Department.  I applied and actually got the job!  WOW!  I was headed back home.

Don't get nervous folks, I wasn't a police officer - I was a Crime Prevention Specialist.   Fancy title, huh?  Basically, I along with Howard O'Neill who was a cop, were to do crime prevention seminars, rape prevention classes, home safety checks, etc in the community.  You remember McGruff the Crime Dog?  We were partners with him.  It was a job back home and I enjoyed being home, close to family and back at my roots on the Jersey Shore.  For those that have heard me tell the story of why I answer to the name "Heather" this is why.  It was at this job that the Police Commissioner for the ENTIRE time I worked there called me Heather.  I guess that she either didn't like my name or really wanted Heather for the job.  

The casinos opened in Atlantic City and I went to AC for the first time to see the casinos.  There was lots of excitement and the listings for available jobs was long.  At this point, the only casino was Resorts but there were many building and looking for employees. I came back to Neptune and put my resume together.  Never thinking that I had shot.  You guessed it, I got called for an interview by the Director of Security, Gordon Jenkins, for the Claridge Casino Hotel.  The interview was at a little coffee shop in AC at one of the converted motels that was being used for offices.  Gordon was from Las Vegas and was brought in to set things up.  A sweet man who was looking for a secretary that could transition into an Administrator as they go closer to opening.  He always had a smile on his face and loved to have breakfast meetings.  In fact, this is where I developed the habit of putting strawberry jam on cheese omelets.  Don't knock it till you tried it!  He offered me the job and I jumped on it.  More money.  The excitement of AC.  This was when commuting became a part of my life.  I traveled 5 days a week from Ocean Grove to AC for many months....This was the first part of what I often call "my previous" life.

Just like my direct sales business, I have been on the roller coaster of life.  All of my experiences have shaped me into who I am.  I hope that you enjoyed a glimpse into my "previous" life.  For those that are wondering, how did she get from there to here?  I will share more as time goes on and the urge hits.

Treasure your memories, learn from your past and your mistakes, then use the things your have learned to grow in your personal development which will help you in your business.

Have a ThirtyOne-derful day!

Habits of a Remarkable Recruiter

A training call on Sunday got me to thinking about whether or not I was a remarkable recruiter, an average recruiter or not recruiting at all.  I have shared that I have struggled with recruiting lately - missing cues of those who may be interested, not asking everyone if they would be interested in the opportunity - thinking that sharing my why would help everyone connect with how Thirty One can be a blessing in their lives, like it was in mine.

Here are FIVE habits that make a REMARKABLE recruiter - rate yourself on  a score of 1 - 10 with 10 being ALWAYS to see how you do.  Don't score yourself on where you WANT to be or be to hard on yourself.  Be honest, this will help you to achieve your business recruiting goals.

1. Remarkable recruiters work consistently smarter and not harder.  They consistently have parties booked on a monthly basis.  They are sharing their products with EVERYONE that they run into whether they know they or not.  
2. Remarkable recruiters ALWAYS smile.  No matter how bad the party or the day, they always have a smile on their face and a positive thought to share.  Did you know smiling is a reflection of what is inside of you?  Share the joy you feel about your business with everyone simply by smiling.  I remember a comment a friend made "your face lights up when you talk about Thirty One".  I am learning to wear that joy all of the time so people are curious why and I can share the blessing that was given to me.
3. Remarkable recruiters are active not passive.  They take the lead when someone shows interest in the business.  They get on the PHONE (I know the dreaded 500-pound one) and don't rely on flyers and emails to recruit new consultants.  
4. Remarkable recruiters thing about what is in it for someone else!  Yes, more recruits mean more money for us.  The key is to focus on how your business will help someone else - more money to reduce debt, vacations, kid's activities  etc.  CONNECT with people.  Our business is all about relationship building - go out and BUILD one today.
5. Remarkable recruiters stay in control of the recruiting process. If a potential recruit says they want to think about it - do you wait for them to call you?  The fortune is in the follow-up.  How about asking them what the TWO things are that keep them from jumping in?  LISTEN to their answer and see if you can overcome those doubts.

Okay, so how did you do?  What were your weaknesses - where you scored yourself below a 5. Now focus on developing those skills.  Habits can be learned so if you are trying to GROW your business - find some training calls and then practice these habits.  Honestly, I have some weaknesses but I am working hard to overcome them by listening to 31 minute calls, talking with those who are successful in this area and seeking out ways to overcome my fears.  

Love to hear from REMARKABLE recruiters with their tips for success.  Have a ThirtyOne-derful day!

Don't Just Sponsor, HIRE!

In direct sales, we are taught that to grow in leadership we need to recruit new members to our team.  As I have shared in the past, I originally FELL into leadership.  Sometimes I think it was easier when I didn't know what I was doing except sharing the gift that was given to me.  The more I know, the harder it seems to be for me.

Over the last week, I have seen blogs, Facebook training postings and taken a class with Shining Stars University all focusing on this topic.  Do you think someone is trying to tell me something?  See if any of this sounds like you:

Can you spot a recruit?  Are you actively LOOKING for someone who would be great for your direct sales opportunity?  Maybe you are missing the ones that are right under your nose?  Here are some cues that came from "My Direct Selling" blog - Do you know someone who: has purchased product from you, wants to work from home, needs some extra money, wants to make a change in her life, has great self confidence, takes over at the parties you are hosting to help everyone?  Have you offered her the opportunity or have you missed those cues?  As I look back on some of my parties, I can almost guarantee that I have missed those cues and more.  I was busy answering questions and helping customers to pick out products forgetting to observe what was happening in the rest of the room.

Here are the FOUR top reasons that we may not be sharing with others:  

1. Fear of rejection.  GET OVER IT!  I know, easier said then done, for me at least.  The word "NO" is nothing personal and may only mean at this time.  Planting a seed may bear a flower (or a new recruit) later on.
2. Fear of being pushy.  In this case, we are probably thinking of ourselves and not about the potential recruit. It may be we are just imposing our past negative situations on this potential recruiting opportunity.  Share your fear with the potential recruit - let her know that you are human.   Let her know that you don't want to be pushy but you noticed that she would be great at this.  Be honest and forthright, your prospect will respect you.  In most cases, they will listen to you as well.
3. Not ready for leadership.  I know I wasn't.  I had no clue on how to lead a team.  It just happened.  The truth is that the best way to increase your income is to grow a team.  Work smarter not harder.
4. Don't want to step out of our comfort zone. WOW!  This is always a big one for me.  I am growing and stepping out more but in this area, it is still a problem.  

Just like any other business, we need to OFFER the business opportunity (job) to everyone as if there is lots of openings that need to be filled.  Some will jump on board while others may hesitate and still others will outright refuse.  In direct sales, we can't hang a help wanted sign on the door and wait for people to walk in.  We need to watch for those cues at parties or when we are talking to people so that we can OFFER them the opportunity.

Are you ready to offer the opportunity?  Are you willing to share the gift that was given to you with others so they can change their lives too?  I would love to hear from others about your ideas on recruiting...

Have a ThirtyOne-derful day!