It was inspirational Mary Kay Ash, the founder of well know direct selling company Mary Kay Cosmetics who once said, “Everyone has an invisible sign around their neck that says, ‘make me feel important’…”.
Whether you have, or haven’t, heard this before; what a beautiful saying to absorb. Let it resonate and ‘land’, for a moment.
If you take this insight with you across to the customer experience YOU create, this means you give yourself space to be curious and notice, ‘If this is what customers want; how do YOU make YOUR customers feel important?’
Let’s look at 3 crucial tips you can immediately adopt for YOUR direct selling success, so every customer feels significant, when they purchase your direct sales product or service.
Take a moment and see if you can answer YES to the following 3 questions.
1. Do you offer to FOLLOW UP and check in with those who have purchased your products or services?
2. Do you keep your word and FOLLOW THROUGH?
And, number three…
3. Do you add value to their experience when you make the follow up call, that a customer chooses to FOLLOW YOUR NEXT RECOMMENDATION?
Let’s briefly step through some helpful tips for each of these, and ensure you are doing the very things that can help make a customer feel important:
At the point of purchase – whether it’s at a demo, trunk show, party plan group; verbally state the pledge – that part of your personal service commitment to is to follow up within a given number of days. You can even make this service commitment part of your email messaging if it’s an online purchase with your direct sales webpage.
If you’re face to face at a demo or trunk show; giving a reason WHY and making it about the customer’s experience, will mean this commitment from you is eagerly welcomed by the customer.
Include a purpose such as;
– to ensure they’re using their purchase to its utmost effectiveness
– or to remind of some helpful tips
– or to add some bonus tips for longevity and ease of use
When you set up the expected follow up contact, it means the customer has an expectation of speaking further with you, and they already know your call will be worthwhile because you made the purpose about them and their experience.
Your conversation about your follow up intent must come from a space of authenticity, and the customer will know it’s genuinely all about them, and look forward to your follow up contact!
You’ve established the follow up call will happen, after the party plan experience, after the demo or trunk show. Now keep your word.
Following through with this one promised action, within the time-frame you gave your word to, is the beginning of an ongoing trust relationship. Keeping your word matters.
You already know this if one of your core values is integrity. Why do I say this?
Well think about the times when you haven’t kept your word and instead, made excuses to do time-wasting things instead of speaking with existing customers already on your direct sales database.
Remember that uncomfortable feeling in your gut when, in the past, you haven’t kept your word to yourself? That feeling inside was an alert that you weren’t living your values, by putting off that phone call. You thought you were fearful about making the call, when in fact all you needed to do was switch your FOCUS to the customer, instead of towards your own internal feelings.
Keep your focus on the customer, and take a moment to notice how best you can add value to their product experience, and return to the original intention of the call.
Suddenly that old internal feeling that no longer served you well has dissipated and you can keep your word and follow through.
FOLLOW YOUR NEXT RECOMMENDATION
Open a conversation and remember to remind your Direct Sales customer of the purpose for your call, when you speak.
Include questions within your conversation to:
– discover what they are noticing for themselves, now that they’re using your product/service
– offer helpful tips for maximum use that benefits them
– and offer another product or service, that will also be of great benefit to your customer, based on what has been most helpful to them with their initial product purchase.
For example; if your direct sales business is beauty products and your customer has purchased a make-up/cosmetic item; imagine the wonderful conversation possible when you ASK QUESTIONS and discover they love the long-lasting wear of your make-up brand … and all because you bothered to check-in and ask what they have noticed for themselves, so far! You hear your customer share she now gets through her working day without having to re-apply her lipstick, constantly, and she loves the quality ingredients that means her lips are no longer drying out.
You now offer a product tip so she will get maximum use from her lipstick and – here comes a great big clue for you and your direct sales success – knowing why she loves the lipstick, is the key for offering your next product recommendation.
You can position it, because she loves the long lasting and non-drying qualities of the lipstick, she might be ready to try the eye make-up and a specific colour palette you can recommend for her.
So there you have it!
Make your customer feel important by following up, following through and making future recommendations so she can follow you!
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