I HEART MY CLIENTS...pt 1

One thing I'm focused on this year is client care. I have a pretty good reorder business from some faithful clients but I want to increase that this year. I mean if we have 98% company wide satisfaction from our client surveys why am I not following up for reorders? This year that is one area I'm placing my focus, client care!

The last person to buy from you is the most likely to buy again and soon but if you don't follow up they will order from the next consultant who offers it to them or not at all. A repeat customer does not happen by accident. A repeat customer is the result of a relationship you have built up through customer service. Care for your customer and they will return...care for your merchandise and they won't. The point is...what are you doing to bring your customer back? Good customer care matters because keeping existing customers is easier than finding new ones, and satisfied customers will do a lot of advertising for you. Most people consider doing business with a certain company because of a recommendation by a friend or acquaintance.

Julie Lee helped me by saying she has struggled in her business and instead of putting the focus on all the wrong she has done she was putting the focus on "start where you are". Those four little words have rang in my head over the past few months. We all have things we "wish" we would have done differently but we can't do anything to change the past, we're only in control of the future.

START WHERE YOU ARE - Facebook and emails are great tools but nothing is better then picking up the phone and making that personal contact. Yes, I know, everyone hates to do it, but if you want to grow your business, its a must!

GETTING STARTED - The first thing I did to get started on client care is print a few reports. You can log into My HQ, click on Reports, then click on Client Care Listings. From there you can print client reports on many topics. I printed clients who placed $50 orders and above for 2011, I was shocked how many clients that generated. Why am I not contacting them? They love it enough to place a large order so I bet they are ready for a reorder!

OUT OF SIGHT, OUT OF MIND - Why print the reports? Well, as the old saying goes, out of sight, out of mind. Often I don't have time to sit for an hour or two at the computer to make client calls (and really, who does?). I like to print the reports so I can have them with me. If I have a few minutes, I pull out the report and make a few phone calls. I'm on the go a lot so I like to keep the list with me. If I'm waiting on the boys getting a hair cut, Dad at the doctor, soccer lessons, magic meeting..etc. I don't waist the time just sitting. I use that time to make client care calls.

SET A GOAL - Set a goal how many calls you want to make a day or a week. My goal is 25 a week. Now that does not mean 25 messages left, that mean 25 actual contacts made.

WHAT TO SAY - One reason we hate to make the calls is because we may not know what to say when we call. This week I'm calling and putting the focus on our clearance items, our stoneware and our 50% more host rewards in January. I start by introducing myself, ask it they have a moment then go right into I'm calling to let you know we have a few items on clearance such as our Southwest Season & Rub is marked down from $8.99 to just $5.06. I see you ordered ____ back in ____ and just wanted to follow up to see if you were ready for a reorder. If they ordered seasonings I mention we have the Essential 4 collection for $39.99 which give you three spices and of course our beer bread. Once we've talked I ask would you like to add clearance items (keep a list in front of you).

If they say they are broke I always say something like....

• "I completely understand, the holidays took a lot out of all of us. Have you ever considered owning your own TS business? With our additional host rewards this month we could book a party and all your host rewards plus 50% more can go towards owning your own business to help you earn an additional income.



• "I completely understand, why don't we get you booked for a party then you can earn your favorite goodies FREE as well as earn up to 5 collections or gift sets half off and if we get you booked for a January party TS is going to increase your rewards 50%. Is January a good month for you?
  

These are just a few things I've been saying. You can find more training and scripts on My HQ under training and support. Once you start making the calls you'll loose the fear of it, so, lets get started!!

Shadowing Ettiquette 101

Shadowing is an invaluable hands-on training for consultants. It’s important to remember you are ‘invited’ to shadow by another consultant. You will want to:

• Dress appropriately (no jeans/shorts). You are representing a multi million dollar company!

• Ask the party consultant where she would like you to sit. Depending on the room size and party count you won’t want to take a seat before a purchasing guest.

• Ask the party consultant if you can help! Having an extra hand to pour a sampled beverage or dish up a soup especially for larger parties is very helpful.

• Unless asked, please do not interrupt the party consultant by adding personal comments or make corrections!

• Remember, you are a guest so soliciting parties, orders or recruits is completely unprofessional.

• Do not bring your children! You would not take your children to a party you were holding! Many hosts have their children taken from the home so she can enjoy her guests and party. Others make arrangements for children to play in another room. You will not be able to get the most out of the shadowing experience if you are tending to your children. And it is completely unacceptable if your children are disrupting the party.

• Thank the host for allowing you to attend and shadow.

• Print off and take a Party Shadowing Worksheet (hqol/consultant area/site map/forms & checklists/the party/party shadowing worksheet. Use this to take notes and record questions you wan to ask the consultant after the party.

Seal The Deal

I've read many forum post on how excited consultants are that someone approached them or hinted they would like to have a party. They've handed out a business card and are now hopeful they will call to book a party! That is exciting when that happens, isn't it? But we've all been there when a hot lead turns into a cold, dead, fish! Then you're on to the next one and you find yourself "hopeful" again to only be disappointed again. Don't set yourself up for failure, set yourself up for success!!

I would like to challenge you to do something the next time you have a potential host approach you. I would like to encourage you to seal the deal! What do I mean by that? Don't just hand out a card and let them go, I hate to say it but more then likely they will NOT call you back and you're going to find yourself hopeful again and again only to be disappointed.

If someone is hinting they want a party, get them booked!! Do you know your next available party dates? If you know those, its easy when someone shows interest to grab a business card and as your getting ready to write your next available party date say something like.."Hosting a TS party is not only easy but its so much fun. I love to party on Tuesday or Thursday so people can enjoy their weekend. How would a Thursday night work for you?" I always mention my next available party date first. When they say Thursday I then say, "Great, why don't we put you down for Thursday, August 4 at 6:30. If you'll give me your contact information I'll call you this evening when you're near your calendar and confirm that this date works for you and your family schedule." Then exchange contact information.

If you have your car near by get a party marketing kit (yes, keep your car stocked) and fill out the Party Planning guide together, start getting them excited about their party! FOLLOW UP like you said you would do and get it on your books. Its so easy to just hand out a card and say...call me! But step out of your comfort zone and get them booked!

Do this at your parties too! Keep your calendar on the table and get a date scheduled. Don't assume they will call you back....some will but MOST will NOT! At my party the other night the lady said, "I just moved so I don't have time to host a party and my new house is a mess." I followed up with that and said;
"I completely understand. Why don't we look at the end of September dates which will give you time to get settled, then all your friends can come over to see the new house and YOU can earn some free goodies to fill that new pantry." She said, "That would work for me!" Remember, a NO is not always a NO its simply a not now. When someone says No don't just say...OK! Listen to what they are saying and offer another choice. Seal the deal and get those parties BOOKED!!

Marketing Kit

I've told you this before but my Dad taught me, "You can't sell out of an empty ship!" So, my ships are my purse and my van. I keep both stocked with business cards, flyers, catalogs and marketing kits for those glorious moments when business just drops in your lap. I keep my Marketing Kits in a zip lock bag so everything stays neat and organized. I keep the following in my kit:

• Party Planning Guide




• 5 Order Forms




• 3 Catalogs




• 15 Paper Invitations




• What Do You Want Flyer




• What Do You Want DVD




• Business Card




• Itty Bitty Chai (which I encourage them to drink as they fill out their guess list)

Set yourself up for success! Remember, if you don't get them booked, another consultant in town will!

Do You Have A Goal?

Reaching Goals in Direct Sales


From surveys and experience, we've noticed many setting excellent goals for their business. We've also noticed that while the goals being set are good, the results aren't. Around 90% of those in Direct Sales do SET goals, but never reach them.

So the question comes to mind.....are you making the right plans to reach your goals? It's GREAT to set a certain amount you want to make, so you have a little motivation, but without the proper planning reaching that goal is going to be more difficult.

Ask yourself the following questions:

What have you done in the past that created sales?
How can you improve on ideas for creating sales?
What ideas for sales have you seen but not tried?

Take a minute to write down every way you can think of to make your sales (such as through parties, catalog shows, drawings, etc), then make some more specific goals for doing each task. Such as "contact 10 people and book at least 3 shows".

Once you have a plan in motion, be sure to stick with it! A dream won't become reality if you are just simply wishing for it.

If you have an idea of how to get to your goal, well that's half the battle. The next part of course is taking action. You should have your goals AND plans clearly written in a place you can see. It's true everyone has their own way of setting and reaching goals, which is fine, but everyone needs to have them BOTH written down in some way.

If you don't have a goal or even a plan, now is a perfect time to start!

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About the Authors: Kara Kelso & Anita DeFrank are two busy wahms, and the owners of Direct Sales Helpers - http://www.directsaleshelpers.com/ . For more Direct Sales Success Tips, visit: http://www.directsaleshelpers.com/newsletter.html
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