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| CUSTOMER SERVICE |
How to Differentiate Your Business Customer Service from Million Do you realize that ONE hour on the phone selling ONE lipstick is minimum wage? Put 15 blank sales tickets by your phone every Sunday and don't stop until all are filled before the end of the week. The number one complaint from customers is not "My consultant is so pushy. She just calls me all the time. I wish she would just let me call her." The number one complaint is "I never hear from my consultant." Calling everyday is bugging; calling every 4-6 weeks is customer service. It takes 5 times as much in energy, time, and money to attract a new customer as to keep an established one. Set a customer service time in your datebook - how about when a class postpones. (Of course this to be a weekly activity - do you need to get some classes book so you can have some postponements) Discipline yourself to call. Or, call 3 customers per day - takes about 15 minutes. Do this 5 days a week every month - you have called 60 customers. Calling them avoids them calling you at the last minute. Set up certain delivery times each week this avoids having her think you are not servicing her well if you are sick and do not come immediately. Take advantage of Preferred Customer Program - it increases your customer contacts, your profits. It builds customer loyalty and eliminates the competitors advantage. It enhances your professional image and helps you organize your business. On deliveries, take a bag of products. The eye sees, the eye buys. Put her order in the bottom of the bag so that you have to take everything else out to find her order. Set a goal to upgrade every reorder with an additional sale. Your customers deserve good customer service. If you don't service them...someone will!!! Then This is great after my $1000 reorder week...they were thanking me for calling them. The key I learned this week is call until they are home. I've left messages for too long thinking that they'd call if they were out so I'd just call again next month, leave a message, etc. I switched to the Main St Mary Kay software and because I needed to update all clients...I called until I got them on the phone, updated their info, told of the new products (booked facials) then shared what was on sale this month (just pick what you are overstocked and then tell them there is a limit of __ per customer.) Have a great reorder week!!! |
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