The other day, I ran out of the lotion I use for Haley’s eczema. GASP!
This made me think about all of the conversations I have had with clients and students regarding customer service calls, since I am in fact, a customer.
Let me tell you what makes me sad about my network marketing products. When I run out of them and I didn’t realize I was running low. That makes me sad. Then I make a note to order and I get busy and well, still don’t have the products.
Yet here is what the conversations sound like when I chat with my clients about customer service calls.
“I don’t want to bother them.”
“I don’t want them to think I’m only calling about business.”
“I don’t want them to be frustrated as to why I’m calling after so long.”
“What do I even say?”
I see one huge problem with the general customer service call approach. We only think about customer service calls when we are kind of close to reaching a goal and we need some orders. It’s a reactive strategy. And because of that strategy, our call is tainted. We are not there to serve, we are calling to “get something.” And so we intuitively know that our intentions aren’t pure, so we worry about if the customer will know that our intentions aren’t pure. And the answer is, yes they will know.
So let’s try on a different mindset- what if we just had pure intentions? What if we just called because we actually cared, and it’s what we did each week. Without a goal, without pressure. Just actually reach out to a certain amount of customers each week, consistently. Now over time this means that the gaps between contact will be larger as your customer base grows. But I want you to try on this- call 10 customers a week. Love on them. Serve them. Serve their community. Be a different network marketer.
I know what you are thinking right now, you are freaking out. What do I say? Well let’s talk about that.
What will serve the customer the best?
1. Acknowledge customer service call, that you dropped the ball.
2. The products they use the most, are they running out?
3. “Since we spoke last have there been other things you have wanted to try or other problems that we might be able to solve? If they have a problem do not say “try this.” Instead ask, “what have you already tried? Why do you think it hasn’t worked? Here is an option and here is why it might work…”
4. “You may want to consider XYZ as well, and here is why a lot of people are getting it… “ and then give third party testimonial.
5. “A lot of people like you, who love your products usually have talked about them recently about the products but obviously you are busy. So who is one person you have talked to recently that you know I should connect with? (wait 3 seconds) What’s the best way to reach them?”
6. I’m going to let you know the next time something fabulous comes around. In the meantime, make sure you have my number saved in your phone and reach out whenever.
These are not called “customer getting stuff calls.” Customer service. And the best news- customers reward our service with orders. It’s a win win. And if you do this consistently, it won’t feel weird because it isn’t. It’s just what you do. You will hit your goals in the middle of the month, no longer feeling the crunch.
Imagine that.
Part of serving our customers is serving their community. Not sure how to get referrals effectively and consistently? Come to the live, online workshop on October 8th. It’s only $27 and I’ll work with you and a group of people live and in the virtual flesh. I hope to see you there. Sign up at emergesalestraining.com/referrals.