WOOHOO! Who doesn’t love Fridays? Okay, so some of you may work on the weekends – been there, done that so if you do, think of “Fun Friday” as the day before your two days off. Isn’t it a relief to know you have the next two days to take a break from work? You can let down your guard, dress casually and as a result you have more spring in your step and accomplish just a bit more.
Have you ever wondered why Fridays are on the pedestal while we struggle with Mondays or even Tuesdays? What if we had an entire week of Fridays? No, I am not advocating quitting your job, although working from home and making my own hours had a BIG impact on my attitude.
Today is all about finding the “fun” in your business again. Building relationships with our customers.
By definition, a customer is “a person who purchases goods or services from another”. Basic right? We all know it – we have been customers, we know customers and we need them in our business.
Now, take a moment to think about how you shop… Do you shop for the best sales? Do you buy the same product, time and again – why? Do you travel to certain stores because of the awesome service they provide? Are you faithful to one store? Are you faithful to one direct sales consultant per company or do you hop from consultant to consultant?
In direct sales, we sometimes joke and ask customers if they are “married” to their consultant. Why? Their answer will tell us how faithful they are to their consultant. I am not one to step on others toes, so I want to be sure they return to their regular consultant or if they don’t have one, I then know they are fair game to “court” for business.
Rhonda Abrams wrote an article about “Getting and keeping customers is like any relationship. It takes courtship, commitment, and ongoing communication to keep the spark alive.” I liked how she talked about the stages of building a relationship with your customers.
- Show up. Be visible with your product. Use it, wear it, display it!
- Look good. Do you have a website? If your company offers one, even at a minimal charge – GET IT!
- Be social. Facebook? Pinterest? Twitter? Instagram? LinkedIn? There are so many to choose from – pick the one which works best for YOU!
- Be interesting. Share your expertise. It isn’t all about the product. You have experience and ideas, tidbits of information to share – let people get to know YOU.
- Keep at it. Market, market, market. Customers don’t just show up; you have to continually court them.
- Get personal. Customers need to sense a personal connection with you. Help them get to know you — and try to get to know them.
- Mind your manners. Be polite. Smile. Learn customers’ names. Say thank you – a lot. Remember, your customers want to feel they are being treated like people, not dollar signs.
- Know what you’re talking about. Understand your products and policies and be able to answer customers’ questions quickly and thoroughly.
- Be honest. Tell them if you don’t have something to meet their needs. If you don’t know – tell them then find out and get back to the quickly.
- Price fairly. In direct sales, our products already come priced so even if you aren’t the cheapest option, you have to be a realistic choice.
- Provide something customers will be glad they bought. Always deliver quality, and you’ll increase customer satisfaction and garner rave reviews. I LOVE when someone has a Thirty One product and can sing its praises.
- Let them in. My business is an open book for my customers – who knows they could be my next recruit.
- Add a special touch. When I deliver packages to a hostess, the orders are bagged and tagged with a thank you note. I do lots of snail mail cards, etc just to let my customers know I care.
- Go the extra mile. Exceed expectations; give a little extra. I offer referral gifts when someone joins my team and is referred by a customer. The thank you is for getting them to my door, and the rest is up to me.
- Use a good customer relationship management system. My system is a notebook and tickler file – basic paper. It allows me to stay in touch on a more personal basis with my customers.
- Show them a good time. Host holiday events and open houses. This is one of my customers favorite things. My condo has become too cramped now so it is time to find and move to a larger space.
- Be loyal. Give customers good customer service and they will continue to keep coming back.
So, are all four stages a part of YOUR business? Are customers jumping ship to go to a different consultant? Do they “just shop at parties”? Keep your customers coming back to you and continue to grow your business. I would love to hear your thoughts….
Have a ThirtyOne-derful day!