Let me ask you a couple questions...
- Who PAID to advertise to find that customer you have?
- Who "hoofed" it around town to FIND that customer you have?
- Who SERVICED and EDUCATED this customer?
- Whose INVESTMENT is this customer?
I assume you are getting the point here.
ROI means Return on Investment. When we source, land and close a customer, that customer's sale is providing a commission to us - which is going towards recouping the value of that initial investment (whether it be money, time or both). The customer now becomes the investment.
Our goal as Independent Representatives is to earn an ROI on our customers - but not just on that initial sale, but potentially for life. When you are helping a customer place their first order you should be thinking, "How can I keep this customer for LIFE..." rather than, "How can I make this sale lucrative..."
When I spoke at the Conference in CA, one of the questions I posed to the audience was, "How many testimonials does ONE Group have on their site?" No one knew for certain - but we all know there are a lot. Then I posed the question, "How many of those are relating to the actual SERVICE that customer received?" Imagine that - the audience grew silent - then a light bulb went off in everyone's minds.
You see, we may be a product based company with an exclusive range of amazing products - but without good service, we are not going to build a business that continues on momentum. People shop from people they like, they trust, and receive excellent service from. And before you start pointing the finger at Support - I consider you to remember the opening of this email... who is the REAL support for this customer? Yes... you are.
Here are some things that you can do to ensure that your customers return to you to purchase, and ensure that you will continue to receive a return on your investment.
Under promise - Over deliver.
Yes, the phrase is old, but the concept still works today. When I have a customer that purchases the In-Liven for the first time, I send them a complimentary In-Liven CD. When a customer purchases the shampoo, I include a sachet of conditioner.
Empowering through Information.
Our education process does not end at the close of the sale. After each order I hand out or email them a sheet of information about the shipping and return policy. It is imperative that we disclose HOW the order will arrive WHEN it should arrive and what to do if the order is not meeting their standards. This includes contacting ME directly with any questions or concerns as their "personal liaison to Australia."
The Follow-Up
Don't "eat and run" after you have a customer. What I mean is, don't take their money and say, "Thanks - have a great day!" You should begin the follow-up process after an order is placed. After 5-7 days make contact to see if their order arrived and if everything was in good order. Ask if they have tried the products yet - if they like them - and if they have any questions or concerns that you can assist them with.
If I call - they might complain!
The number one reason I have found as to why reps do not follow up after an order is because they are afraid the customer won't be happy. Let me stress this... This is okay! It is better to find out WHY they are unhappy with an opportunity to make it RIGHT - than it is to never know and never hear from them again (As well as potentially lose any referrals they might have sent your way!! )
We can't fix it if we don't know it is broke!! Encourage honest feedback from your customers!! They appreciate this very much - and it also achieves your goal... to gain their trust to continue a business relationship.
Returns Happen!
Don't be afraid to have a returned product or order. Imagine that your customer didn't consult with you before shopping and got the wrong type of product for their skin, ,or didn't like a color or fragrance or...
If you call them and help them with this, you can assist them in choosing the right products and help them return the ones that didn't work. But if you ignore the customer and let them go straight to support from their invoice - you are probably losing this customer's order entirely because: IT IS NOT SUPPORT'S JOB TO SELL PRODUCTS TO YOUR CUSTOMERS or make recommendations based on skin types... remember, this is YOUR customer for YOUR business!!
Seamless Customer Service
By maintaining sole contact with your customers and keeping them from having to contact support in Australia, you are building that relationship and also making it a seamless process for the customer. People LOVE convenience!
How to Process a Return
First, discover what the problem is.
ONE Group's Boo-Boo
If it was anything that could have been the responsibility of the company such as: soured smell, leaking/broken products, faulty nozzles, wrong product, etc.
ONE GROUP'S RETURN POLICY:
Broken parcels will need to be retained until authorised by ONE Group as the courier company may require them for insurance purposes. ONE Group must be notified within 7 business days of receiving the order of leaking products or product damaged in transit or products that that been despatched by ONE Group in error.
REPLACEMENT POLICY
Under ONE Group’s Replacement Policy, the Company will only accept product for replacement where:
(a) The product has been returned to a Representative or Affiliate (Retailer, Health & Beauty Professional) by a Retail Customer/Client and meets the 15-day, 100% money back guarantee;
(b) The product has been damaged in transit (despatched by ONE Group);
(c) The product has been despatched by ONE Group in error;
(d) The product is faulty.
- Get the following information in addition to the problem:
- Invoice Number
- Product Name, Code and Expiration Date
- (be sure to have customer's contact information!)
- Now Contact Support:
- If in North America, call (612) 284-3970 and leave a DETAILED MESSAGE
- include your name, the customer's name, invoice number, your ONE Group ID, and briefly describe issue
- When you speak with support be sure to let them know that it was on the fault of the company and your customer should NOT have to return the faulty products to Nevada and find out how to proceed.
- Be sure to ask that all correspondence regarding this issue to be emailed to you and not the customer so you may maintain the contact and stay in the loop - or if you wish them to email the customer directly (which I do not advise) ask to be Cc:'d on the email.
*** Note: If you feel that your problem is not being resolved in a professional manner or your customer is not getting a fair solution - please email or call your upline support to assist you!
If the Return is Customer's Choice
If the return is by choice of the customer, you must again find out what the problem is and work with the customer to find a suitable replacement for the product.
- When the customer wishes to return products because they simply don't like them or they are the wrong color, shade, etc., they MUST be prepared to RETURN the products to Nevada.
ONE Group will NOT do Product Exchanges!
This means that you cannot simply have your customer send their Rejuvenating cleanser to Nevada and expect ONE Group to reissue a Purifying one. The customer must return the product they do not want and place a new order/paying shipping again. When OG receives the returned product in Nevada, a notation is sent to Australia to REFUND the purchase price to the account holder's credit card.
- To process this type of return, follow the directions above by contacting support and relay the information to your customer - which should include an RAN (return authorization number) for them to place on their package, visible to the receiver in Nevada.
ONE GROUP'S RAN POLICY:
The product that has been authorised for return and replacement (RAN issued), must be received within 14 days from the RAN issue date together with proof of purchase (relevant ONE Group Invoice) AND, for security reasons, the RAN must be displayed on the outside of the parcel within the Sender’s details (eg G Smith, 1 Smith Street, Smithtown, Refer: RAN 123). If these requirements are not met, the goods will not be accepted and the RAN will be deemed null and void. Only product included in the RAN will be accepted by ONE Group. Any unauthorised product shall be returned to the Sender.
When all Goes Well - More Follow-Up
Keep in mind that more times than not your customers are happily enjoying their products. Be sure to stay in touch by contacting them about 4 weeks after they purchase to see how they are enjoying their products. At this time let them know of any new products, developments, etc.
More, more, more Follow-Up
Keep your customers in the loop by sending monthly updates such as tips on staying healthy, living organic, new products, shipping changes, out of stock products, holiday notifications, ANYTHING - anything to continue to build and nurture that relationship!!
Remember - a customer is YOUR INVESTMENT for LIFE!
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