Why Provide Exceptional Service?
“One customer well taken care of could be more valuable than $10,000 worth of advertising” – Jim Rohn
Work smarter, not harder!
Don’t struggle to meet 10,000 new customers; strengthen the relationships you have with your 10…100… or 1,000 current customers and your business will be stronger!
Ten Commandments of Customer Service
Want to keep a customer for life? Shock them with a random act of kindness or exceptional customer service experience!
#1. Know who is boss. You are in business to service customer needs, and you can only do that if you know what it is your customers want. When you truly listen to your customers, they let you know what they want and how you can provide good service. Never forget that the customers pays your salary and makes your job possible!
We Offer 3 Opportunities – The opportunity to be a customer and place an order. The opportunity to be a hostess and book a party. The opportunity to enroll as a consultant and join our team. One of the best ways we can provide great customer service is to listen to our customers and offer them the opportunity that best fits their needs, not ours!
#2. Be a good listener. Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. Listen to their words, tone of voice, body language, and most importantly, how they feel. Beware of making assumptions – thinking you intuitively know what the customer wants.
Spend as much time at your parties listening as you do talking. Find ways to converse with party guests from the moment they walk in the door so you can learn who they are and what they need. Play a game/ice breaker that puts products in their hands and ask them what they love about it and how they would use it. Don’t just assume you know what they want to buy or what you want them to buy.
#3. Identify and anticipate needs. Customers don’t buy products or services. They buy good feelings and solutions to problems. Most customer needs are emotional rather than logical. The more you know your customers, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs.
The fortune is in the follow up! When you remember that a customer mentioned loving a particular product, but not buying it at a party she will appreciate hearing from you when it goes on special. Your monthly email activity report lets you work smarter, not harder when doing follow ups. Make the most of it so your customers don’t miss out on a great deal!
#4. Make customers feel important and appreciated. Treat them as individuals. Always use their name and find ways to compliment them, but be sincere. People value sincerity. It creates good feelings and trust. Think about ways to generate good feelings about doing business with you. Customers are very sensitive and know whether or not you really care about them. Thank them every time you get a chance.
It’s the little things that matter! Like a handwritten note… a Redstamp thank you… a birthday shout out on Facebook! Set aside 5-10 minutes a day to Celebrate, Encourage, and Reward your customers and hostesses!
#5. Help customers understand your systems. Your organization may have the world’s best systems for getting things done, but if customers don’t understand them, they can get confused, impatient, and angry. Take time to explain how your systems work and how they simplify transactions. Be careful that your systems don’t reduce the human element of your organization.
Be purposeful when offering booking and sales incentives. Our customer specials and hostess rewards programs are AWESOME – don’t reinvent the wheel! A special treat is just that, a special treat. So KISS (Keep It Simple, Sweetie)! Do not over promise or offer an incentive you will not remember or be able to fulfill.
#6. Appreciate the power of “Yes”. Always look for ways to help your customers. When they have a request (as long as it is reasonable) tell them that you can do it. Figure out how afterwards. Look for ways to make doing business with you easy. Always do what you say you are going to do.
No matter what the question, concern, or issues, your customers will follow your lead! Be positive and reassuring. No one is without faults but if Thirty-One has done one thing right over the years it has been taking care of their consultants and customers! Contact your upline or home office when you need help resolving an issue. While you want to respond to all contacts in a timely manner, be sure to think about your response before pressing send!
#7. Know how to apologize. When something goes wrong, apologize. It’s easy and customers like it. The customer may not always be right, but the customer must always win. Deal with problems immediately and let customers know what you have done. Make it simple for customers to complain. Value their complaints. As much as we dislike it, it give us an opportunity to improve. Even if customers are having a bad day, go out of your way to make them feel comfortable.
91% of unhappy customers will not willingly do business with you again. But…Resolve a complain in the customer’s favor and they will do business with you again 70% of the time!
#8. Give more than expected. Since the future of all companies lies in keeping customers happy, think of ways to elevate yourself above the competition.
Consider the following: What can you do to follow up and thank people even when they don’t buy? What can you give customers that they cannot get elsewhere? What can you give customers that is totally unexpected?
#9. Get regular feedback. Encourage and welcome suggestions about how you could improve. There are several ways in which you can find out what customers think and feel about your services.
Listen carefully to what they say. Check back regularly to see how things are going. Provide a method that invites constructive criticism, comments and suggestions. Send out a survey once a year to your customers/hostesses and offer a giveaway for completing it. Ask questions in your closed Facebook group and ask your close friends and family for feedback on how you can be a better consultant for them!
#10. Treat employees/teams well. Employees/Teams are your internal customers and need a regular dose of appreciation. Thank them and find ways to let them know how important they are. Treat your employees/teams with respect and chances are they will have a higher regard for customers. Appreciation stems from the top. Treating customers and employees/teams well is equally important.
Send happy mail to your downline, upline or sideline. It doesn’t have to cost much, just a handwritten note and stamp! Be sure to thank everyone you speak to at Home Office for all of their help and support.