How To Handle Difficult or Demanding Customers

Let the Fall party season begin!  September is the Fall kickoff for many direct sales companies – new products, new styles, and a fresh look.  For many of us, this starts the busiest time of year in our business.  Did you know most direct sales consultants make 70% of their business from now till the end of December.  In just 4 months, we make 70% of our income, does the math work for you?

Whether you are in the party plan business or work for someone else, we have all met those customers who are just plain grumpy.   As we all look forward to helping our friends gather for a Girl’s Night Out, we begin to think about the guests who will be attending – moms, career woman, travelers, crafters, and the list goes on.  We want to be sure we are highlighting products which will be useful for them but what we don’t think about are the “hecklers” or the “difficult customer”.

Picture this:  you start your presentation when one of the guests begins making “side” comments just loud enough for you to hear.  Or, you talk about a product and they begin to tell you why XYZ company’s product is so much better.  Have you ever had a guest like this?  If not, consider your lucky and know at some point in your selling career, you may come across them.  If you have, did it throw you off your game?  I will be honest, I don’t do well with confrontation even after 7 plus years with Thirty One….I am grateful for these tips from Deb Bixler and Sherri Campbell:

  1. Spotlight the Difficult Customer at the Party.  A great way to stifle a difficult person is to answer all of their questions and offer not to go on until they are answered.   I have asked them to repeat their question or concern so I can answer it because there may be someone else in the group with the same concern.  As difficult as it may be I try to demonstrate empathy through eye contact, body language and smaller verbal cues showing concern.  This is REALLY tough since my face always gives me away.
  2. Rally the Interested Customers.  If someone is not cooperating at all with your presentation, participating or aren’t even being courteous enough to stop talking while you are; Debs suggests, simply say “The rest of the group is interested in this information”.  WOW!  I could not see myself saying it… it seems confrontational which totally scares me!  Remember the other guests are watching and will follow your lead (hopefully).  Stay calm and remain in charge of the interaction. You can also go with the difficult customer’s energy.  If nothing you are doing or saying is satisfying the customer/guest, disarm them by surrendering and granting agreement to the difficult customer.  Chances are the customer will probably start defending the you.  Believe it or not, it’s natural when someone is allowed to win they will be more open to what they were fighting against.
  3. The Wise Guy is Your Party Side Kick!  Difficult customers may think they know more than you do about your product or company.  Here is where knowing your products AND your company is a definite PLUS.  If you can show the “wise gal” the correct information, they tend to stop being a problem.  Don’t be forceful.  Come across soft and don’t talk over them even when it’s obvious they are off base. Let them talk themselves  out. Keep in mind the needier their behavior, the more power you have since neediness comes from weakness. By listening, you have a chance to build trust, empathy and rapport and ultimately, calms them down.  On the other hand, if they have good information, invite them to help out with the presentation.

Every party is not going to run smoothly.  I have to admit, I have been left speechless a few times due to a difficult customer.  I have even taken a 2 minute break in the middle of a party to “help” a difficult customer so she could be on her way.  By doing so, the customer actually booked a party and the group appreciated the fact the difficult customer had left.  Hopefully, you will never have a heckler or a difficult party guest BUT be ready just in case.

When a customer or party guest is never satisfied, it’s natural for us to lose motivation for working with this person. Sticking it out requires a strategy for dealing with difficult people, self-restraint and an ability to keep power in the relationship. we need to learn when to be hard and when to be soft in conflict. Something I am still working on….

The toughest thing for me is to remember to NOT take it personal….
When dealing with an unsatisfied customer, we need to remind ourselves this is a business issue and not a personal one.  Chances are,  this customer knows very little about you on a personal level, so keep this in mind guiding the conversation back to the pressing issue and how we plan to solve the problem for the customer.

Next time you encounter and angry person imagine they as a 2-year-old since it is the maturity level they are showing you.  Remember, you have the power as long as you remain calm, flexible, patient and mindful.

Have a ThirtyOne-derful day!

Get Creative™ with Thirty-One

“Calling all sewists, scrapbookers, crocheters, quilters and crafters: This Carry-All is for you! Whether you’ve got an ongoing junk journaling project you’re trying to keep organized, working on the piecing portion of a patchwork blanket, making a sweater for your kiddo or just need a place to contain your paints and brushes, you’ll love the vastness of its main compartment, the stay-open wire frame and its outer pockets. This bag is a next-level helper for the busy DIY-er!”

“Are you an illustrator, painter, planner-buff or paper crafter? Then you’ll love this case! The shape is the perfect storage option for supplies, and the case’s transformability means it works not only as a container, but also as a clean workspace for mobile crafting!”

“It’s perfect for the general crafter, jewelry maker and multi-crafter. It has loads of compartments for tools and supplies, zippered see-through pockets for easy access to notions and findings and a roomy main section that can easily hold paints, adhesive bottles or additional pouches. A great grab-and-go option for your next maker meet-up!

Here are some great compliments to your caddy:

  • The Creative Slim Pouch was created with longer tools in mind. It’s a great solution for keeping pens, colored pencils, small paintbrushes, crochet hooks and double-pointed knitting needles at bay within a larger tote. Its clear body married with a zipper closure means no digging around or losing supplies!”
  • The Get Creative™ Rectangle Pouch will hole scissors, pin tins, embroidery floss, paint bottles and tubes, ephemera and markers. If you only buy one pouch, then this should be the one for its generous size and versatility.”
  • The Get Creative™ Sleeve is designed with the paper crafter in mind. Whether it’s linen paper, organizer inserts, book-making sheets, or scrapbooking paper elements, the Get Creative™ Sleeve will act as a protector. It’s also a great option for people who knit, crochet and cross-stitch so they can keep patterns clean and safe!”
  • The Get Creative™ Cylinder is vertical storage for a plethora of supplies. They work well for markers, paint bottles, fat quarter fabric rolls and stacks of thread spools. The added feature of a small opening to feed yarn through, also makes this pouch perfect for anyone who knits or crochets on the go. No rogue balls of wool with the Cylinder!

When you are a host (or have $200 in sales), you can grab the Hostess Exclusive Get Creative™ Crate...

It is like a mini-craft room in a box! Grab several to organize and stack different types of supplies or one to contain all of your tools (don’t forget to label them with embroidered personalization!). The Crate works on its own or stuffed with everything from the pouch line!”

Look for all of these items from our Get Creative™ line, and be sure to catch Vickie in “The Knit Show with Vickie Howell” YouTube series and on her Craft*ish podcast.

Have a ThirtyOne-derful day!

Fall in Love With Thirty One

 

 

I know, I say it every time a new catalog comes out, right?  It is the BEST one yet. Those who are part of my monthly club or partying in August have already seen the awesomeness of the new catalog.  See that is why you need to join in the fun or be part of the “club”.

As a consultant, we had the chance to not only see everything first hand BUT we get the chance to buy a few of the new products at a DEEP discount to share with our customers.  Maybe you’re thinking…. I can do what she does. I could use an extra $300 per month to help with bills or have for the kids activities or save (whatever your reason), then join my team, the Rays of Hope. Join us before the holiday shopping season starts.  You get to make some money so you could have a CASH holiday season.  Wouldn’t it be nice?

Pick either enrollment kit – the Signature for $99 or the Deluxe for $179.  I will help you set-up your launch party either via Facebook or an in home party.  You start earning commission with your very first order!  When you submit $1000 in orders in the first 30 days,  you will a $250 commission check.  PLUS you will also earn a $200 credit which you can use for product or business OR you can exchange for a VISA gift card or Disney bucks.  The best part is for every $1000 in sales in the first 4 months you will earn an additional $200 credit.   You will also be able to shop at a 40% discount on products.  Whatever your reason for joining us, I will be there to help you every step of the way.

You don’t need the extra money or this may not be the right time for you, how about hosting a girl’s night to get FREE and discounted products?  August is a crazy busy time for people – back to school shopping, vacations and the list goes on, right? I get it.  I have been the crazy momma  but I will make it quick and easy!  I will be happy to come to you within a one hour radius.  It can be at the baseball field, the pool or where ever you will be hanging out this summer – I’m there. No big presentation, just a party on the go – complete in about 1 hour. OR how about an online party? We can do a Facebook party. Lots of fun and games. Look at this NEW Sling Back Thermal available to hostesses with a $600 party!   Did I mention the average party is $600?

I’m not giving up yet because if you kept reading this post you are probably a Thirty One fan (or maybe you have a secret addiction).  So let me tell you about August’s customer special.  When you spend $35, you can pick ONE of these: a deluxe utility tote OR a bleacher blanket for $20!  Spend $70 and you can grab both of them.  You will be ready for tailgating this fall.

So which will it be?  Will you grab the enrollment kit and give see what this “pink bubble” is all about? Will you have some with the girls which earning FREE and discounted products?  OR will you just shop for some really AMAZING products?  The choice is yours…

Have questions, feel free to call/text me at 609-457-4249.

Have a ThirtyOne-derful day!

Spring has Sprung at Thirty One

I know the weather forecast doesn’t show it but believe me, it is SPRING at Thirty One Gifts.  The NEW catalog officially launches today.  Yes, we had a week of shopping from both catalogs but did you really see all of the NEWNESS the Spring catalog has to offer.

My favorite bag is the Studio Thirty One!!!!

Then you have the additions to the Close to Home Collection to help you get organized…

Want to get your hands on a NEW Spring catalog?  Simply click the link below and fill out the form…

SEND ME A NEW CATALOG, PLEASE

The February Customer Special is:

Aren’t those bunny mini storage bins adorable????  The Deluxe Organizing Utility Tote is great for an overnight trip or a diaper bag…..Are you wondering what the hostess special  is???

With just a $200 party (6 orders), you can get the Studio Thirty One purse for half price!  Have a texting party, a 31-minute Facebook party or a 3-day party, which one will fit your lifestyle?

Maybe, you want it all but would rather NOT have a party.  How about a monthly club?  Advance notice on sales, monthly happy mail and we will work out a budget plan which fits your needs.  Click the link below and fill out the form…

TELL ME MORE ABOUT THE MONTHLY CLUB

Have you ever thought “I can do what she does”?  Of course you can!  Whether you are just looking for the discounts for you, your friends and your family or a part-time job or maybe you need a break for some girl time; Thirty One may be the answer for you.  There are TWO ways to join until the end of February:

First is the traditional enrollment kit with over $400 in products for just $99

OR, if you are strapped for cash, why not try this

Whichever way you pick, I will do your launch party via Facebook (or a home party, if you are local).  Start making money as soon as you enroll.  Base commission is 25% but you could make up to 40% with the NEW Thirty One marketplace.  Lots of options to help you design a business which works for you.

Which option will you pick – joining my team, hosting a party, the monthly club/ budget plan or just shopping?

Have a ThirtyOne-derful day!

What Will $1 Buy You?

The Back to School sales have started.  Everywhere you turn there is a sale on school supplies, right?  We rush to Staples (or Target or Walmart) to grab this week’s special for $.25 – $1.00.

Have you ever thought about why a “dollar store” is so popular?  You can now buy anything and everything at the dollar store.  Sometimes we even buy things we don’t need just because it is one dollar.

What if you could start your own business for $1.00?  Seems crazy right?  No risk involved, just the opportunity to earn some money as well as get some FREE and discounted products.  Would you jump on it as fast as you would the “stuff” from the dollar store?

I have been sharing the details in my VIP Customer group for awhile.  Actually as soon as Thirty One announced the opportunity back in July.  See this why it is important to be a part of my VIP group?

Just when I thought this company could not get any better, they offer this AMAZING deal.  

Yes, you can actually join for $1.00.  No, you won’t receive the enrollment kit BUT you will get the chance to buy one once you earn some money.

Maybe you are thinking…. I can do what she does. Or, I don’t have time.  Or, I am not a sales person.  Or I could use an extra $300 per month.  The truth is, when I joined Thirty One 6 1/2 years ago, I was a crazy busy COO for a non-profit who commuted 4 hours a day round trip to work.  Yes, I was a crazy lady.  Still am but now I don’t commute.  LOL.

Yes, I made money from the beginning.  How?  I carried and used the products.  I shared it with my co-workers.  I handed out mini catalogs everywhere I went.  Oh, did I mention I was planning my wedding at the same time that year.  I get life is crazy busy – kids, work, family… and the list goes on.

When you join us this month before the holiday shopping season starts,  you get to make some money so you could have a CASH holiday season.  Wouldn’t it be nice? There are TWO options to joining our Thirty One family and the Rays of Hope Team. Check this out..

You join for $1.00.  You invite your friends to your launch party (online or home) and I will do it for you.  You received hostess benefits (FREE and discounted products), you get to keep all of the bookings from the party, you earn commission (25%) and business credit (25%**). 

Here are the details on the NEW Start Swell program where you earn credit towards business supplies….

If this was in effect when I joined, I would have had $360 in credit – not bad for a hobbiest or a part time gig.  Yes, I had no intention of doing Thirty One full-time when I started.

Look at what you can earn as a Hostess during the month of August.  Look at this NEW limited edition product available to hostesses for a minimum of a $200 party! But the best part is, if your party jumps to $600 or more, you get this for FREE!  Two bags for the price of one.

I get it.  I have been the crazy momma  but I can help you make it quick and easy!  I will be happy to come to the baseball field.  At the pool – I will come there. No big presentation, just a party on the go – complete in about 1 hour. OR how about an online party? We can do a Facebook party for 31 minutes LIVE or a theme party over 4 days. Lots of themes to pick from with fun and games.

 

Have questions, feel free to call/text me at 609-457-4249 or complete the form below:

Have a ThirtyOne-derful day!