‘I’m afraid to call my clients, they will think I’m trying to push and sell more to them. What can I do to get over that’ – Raelee
For a start Raelee is not alone in selling this message to herself. How many times do we hear ‘I am afraid of the phone’. Well the phone is getting a raw deal, you are not afraid of the telephone, you are afraid to step up and be a consultant from being an order taker.
When a person buys from you once, they are a customer, when they return to purchase more from you they become a client. A client means increased returns with less time, less cost of resources and ultimately increases your exposure favourably.
You have likely heard it costs 10 times more to find a new customer than it does to keep an existing one, yet most consultants in our profession keep shouting their sales pitch, chasing, chasing at a vast space hoping in anxiety and desperation someone will hear them. Yet so many consultants are failing in relationship development to build on those initial customer interactions.
Let me reflect. Over the last one year I have redirected much of my spend into our profession, I buy very very little now in retail or generic online and purchase from our member base as first choice. In this space I have shopped with, Younique, Fifth Avenue, Tupperware, doTERRA, Nutrimetics, Park Lane Jewellery, ENJO, Juice Plus, Flaschengeist, Intimo, ENVY, The Body Shop at Home, SendOutCards, Your Inspiration at Home, PartyLite, Chocoholics Anonymous, Mary Kay, Norwex, Lily-Anne Designs, The Chefs Toolbox, OASIS Homewares, Lorraine Lea, Scentsy, Miche Bags.
That’s 24 companies and 30 different consultants/businesses I have supported. Here is what I observed
- 5 - the Number of messages I received once order placed, to let me know progress until delivery
- 2 – the Number of phone calls I received to check that the order arrived
- Number of phone calls I received when my order arrived to see if I needed any information on how to use it, and to answer any questions on the process
- – Weeks 1/2 – 3 phone calls,
- -Weeks 2/4 – 1 phone call and 2 text messages
- ZERO – Number of phone calls I have received since my initial purchase – to check my satisfaction and if I needed replenishing of the product, any other solutions to be addresses, this could be from 12months to 1 month ago
- 4 – the Company Customer Newsletters I am sent each month
- 3 - the Number of ‘thank you for your purchase’ cards in the mail I received
- 23 – the number of consultants who did not generate ANY means of followup on my purchase.This is outside of me mentioning to consultants when I saw them or I sent them a message to say I am enjoying their product, as they should have been first to ask.
Take a look at your process, if you understand how disappointed your customer is going to feel from not being made to feel important to your business, that they were just a sale, then you need to reframe how you look at communicating to your clients. If you miss these steps, and the customer does like the product then they will just find the next consultant as they have a love of the company product, as you haven’t given them a reason to be loyal to you as a representative of that company, as a reflection of your lack of care to be in service to them.
Not all of us need phone calls, and at the same time, not all of us see text messages to be enough – you have to learn about your customer if you want to turn them into long term prosperous clients. No-one likes to deal with unenthusiastic wimpy staff/people. Go take a look in a retail store on a slow day they are bored, spending time on their phone and look like a zombie. There is a great stretch of opportunity between this and forcing someone to buy from you – don’t fling yourself over to remove choice in the call that someone must book or buy, but encourage ‘conversation’ during your interaction with them.
I recently made a $100 purchase of some fresh produce, which was delivered to my home. The following week I received a phone call to check that I was happy with the quality, to explain the one swap they needed to do, and ask how I enjoyed the service and how I came to find them and decide to shop with them. How cool! I was made to feel important.
I purchased a new bed ensemble from a large department store in November, and you know they cost waaaaaayyyy more than $100. Still waiting to hear from that business and that local franchised own store, and that consultant who made the sale… I won’t be heading back there for my next shop.
Step out of immaturity and into less emotion and look at the process from your customer’s point of view. What would truly make them feel like their invested money into your product was a great choice for them? Who wants to put something in the back of the cupboard and feel useless that they wasted that cash? This becomes their impression as a reflection of your company and you as your own Brand U!
Then make it important to them, they will become your best Advocate and be your promotional department and recommend you to others. Likewise if you neglect them.
Allocate 2 hours into your schedule to get a followup system up and running. Do the followup! Likely you don’t measure your calls and the customer service results of booking and sales to know how valuable each call is to you.
Yes you can go back to those customers you have missed and check in for them – BE Authentic, and ask about them and how they are enjoying the product, be willing to learn how you can best be of service to them. They loved you and your product at some stage that’s why they bought in the first place, give them something to remember why to do that again.
BE Willing! Have fun – keep us posted how it works for you, Sharyn xx
Sharyn Swan - Connecting the Dots for Direct Sales Women #youvegotthis