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Direct Sales Tips: Following-up with Customers Build Relationships and Customer Loyalty

Yvonne A Jones — Sat, 07 Aug 2010 21:09:06 +0000

I enjoy being in Direct Sales as well as an Internet Marketer because as a Direct Sales Consultant I can provide individualized service to my customers. I have an even greater opportunity to build lasting relationships as they get to know, like and trust me and see that I care about them as individuals. I’ve been fortunate to have customers who have been supporting my business for over 11 years.

I also like to support other Consultants in Direct Sales, but have found that on many occasions I meet a Consultant at a Party or Show, hosted by a mutual friend, and purchase something from them but never hear from them again.

This is not a post to critique anyone, but to highlight that this is an area many of us may need to work on. I have been guilty of this as well as from time to time I’ve received calls from someone who said, “I’ve been searching for your card as my product was finished and I just found it…” or, “I wish you had you label on the products so I’d be able to call you without having to search for your card”. Two very important steps I neglected to do.

Most business owners, including Direct Sales Consultants, recognize the importance of cultivating and maintaining good relationships with their customers. At the same time, many overlook the need to follow-up after the sale or service. Here are three reasons that could hold then back from following-up, but these three reasons are some of the very ones why follow-up is so important to your success.

1) AFRAID OF APPEARING “PUSHY”: Persons involved in Direct Sales often seem to be overly-concerned about this. Keep in mind that there is a difference between being pushy and being proactive. I feel very appreciated when someone from whom I purchased an item calls to see how I liked the item, or sends me a Thank You card. Wouldn’t you? And, if during the follow-up call she mentions that one of the ways she grows her business is by referrals, why would I be offended? I would be happy to refer my friends or family to someone who cares enough to follow-up.

2) MULTI-TASKING/WORKLOAD – Entrepreneurs often carry a weighty responsibility and have to multi-task as the Owner, the Salesperson, the Marketing Department, etc. In addition, many Direct Sales Consultants work their business on a part-time basis and have a full-time job to handle, as well as other responsibilities. However, customers are WHY they got into business and WHY they stay in business. It may be necessary to analyze if productivity would be enhanced by hiring someone to assist with less essential tasks so that the focus can be on where it’s required most.

Having someone else do certain tasks was something I resisted for years, until I came to appreciate that I do not have to personally put labels on my products; my filing can be done by someone else and having someone keep my database updated was of tremendous value. Not only would I know who to call, but when to follow-up, who to send an Anniversary Card to, and if you send other cards, when to send them. This latter point is one of the best way to keep your customers loyal to you because you show that you truly care about them as individuals.

3) FEAR OF NEGATIVE FEEDBACK – Are you afraid to call your customers after a sale or service because you may get a negative response? They may not like the product and want to return it? Great! You would rather know so you can cheerfully exchange it or refund their money, wouldn’t you? Or would you prefer your customer to tell as many friends as will listen that she purchased something from you and she was sorry she did because…Would it not be better to know what their concerns are right away so that these can be addressed? And if customers are happy, you would want to cherish this relationship. This connection could also be the perfect opportunity to ask for a testimonial or referral?

As Direct Sales Consultants we hesitate to ask for testimonials. A Coach has no hesitation about asking for testimonials; a Trainer or Teacher has no hesitation asking for testimonials, why should you?

Do you send a “Thank You” card to your customers after a purchase, even your long-time, loyal customers? Some persons do this after each sale, others do this at the end of each month. I use an online greeting card service that allows me to send physical cards from my computer that are delivered through the US Mail. Whichever method you chose, work at doing it consistently as it’s critical to your business success.

How do you keep in touch with you customers? Please share so we can all benefit.

Expand Your Circle Through Local Business Networking Events

Yvonne A Jones — Mon, 28 Jun 2010 21:36:28 +0000

There are many schools of thought regarding offline networking. Some think it’s a waste of time, others think it’s a chore to attend events where you may know just one or two persons. How do you personally feel?

I enjoy attending networking events because I usually get to meet new people. I enjoy finding out what makes people ‘tick’ – their hot button, and the only way to do this is by taking time to converse with them. It’s easy to become overwhelmed at the thought of a room full of 20-50 people or more depending on the event but let’s focus on just ONE area that may help to make attending networking events more fun than chore.

You may be a Solo Professional, Entrepreneur, Small Business Owner, or you may be an Independent Contractor for a Corporation and are responsible for finding your own Leads. New connections are essential to your business.

Your Goal:

1) Before the event, decide how many people you’d like to connect with. There usually is not enough time to have meaningful conversations with more that a handful of people so a realistic goal is probably to develop a relationship with two or three people. You may be thinking, “Two or three people? That’s a waste of time and (perhaps) money!” Would it really be a waste of time? Remember that your goal is to build relationships with the two or three. To build something takes time and effort. At most networking events I’ve attended there’s a small time-frame to socialize before the presentation, and again after the main event. Your aim should be to use these time periods to connect with people.

2) You start building a relationship by showing interest in the other person, what they do, how long they have been doing it, and do they like what they do; what are their challenges? And never forget to ask how YOU can help them. At this point if they also understand the concept of true networking, they should now ask you what do you do and you have an opportunity to give a brief but meaningful presentation. Regardless of how many people are in that room, your focus is on the person or persons to whom you’re speaking.

3) So you attended the event, you connected with two or three people and you found you might be able to be of assistance to them in some way. Now what? Your goal is to keep that line of communication open. Within a day or two send them a “Nice to Meet You” card without a sales pitch or any of your promotional materials. You can decide to follow-up with a phone call and take it from there. Perhaps these tips can help you to look forward to your next networking event with pleasure instead of a chore.

Building a Relationship With Your List Is Essential to Doing Business Online

Yvonne A Jones — Thu, 17 Jun 2010 13:06:01 +0000

You have heard that the money is in the list; however, successful marketers will tell you that this is only partially true. If you are new to Internet Marketing one of your first goals is to build a responsive list. There are many important reasons for that, which we will discuss in another post.

It’s important to note that the level of responsiveness that you will receive from your list of subscribers is in large part due to your efforts. I firmly believe that communication is the lifeblood of any relationship, and building a relationship with your subscribers, your readers, even other online marketers, is cemented by communicating with them.

You can do this by -

Sending them valuable e-mails through autoresponder messages
In these e-mails you can offer valuable tips and recommendations
Do surveys to get to know them better
Provide answers and recommend resources that can solve the problems or concerns they have
Send an ezine or newsletter
Provide an e-course, which will help to establish your credibility and brand you as an expert in your niche.

As a beginner you may feel you do not have the resources the provide this type of information. We will also discuss sources that you can get immediate information from to build this relationship in another post.

How do you build a relationship with your list? Please share your methods in the “Comments.”

Customer Follow-up Essential for Building Relationships

Yvonne A Jones — Sun, 18 Apr 2010 21:23:57 +0000

Customers or clients are the lifeline of your business, whether it’s an online, offline, or combination of both. Research indicates that it costs five times as much to acquire a new customer as it does to keep a current one; therefore as a small business owner it is critical to implement strategies to retain customers and build relationships. Here are 3 tips that highlight why customer follow-up is essential for all businesses, but especially small business.

1. Builds Relationship: Imagine that you purchased an item from two different small businesses like a jewelry store or a small women’s or men’s clothing boutique? You spent quite a large amount but you were happy with your purchases and while shopping you were pleased with the level of service you were given in the store. A week later you received a personalized “Thank You” card from one of the businesses,that thanked you for your purchase and invited you to call with any questions of concerns. The business may also have included a promotional offer for when you return to the store within a specified time-frame. You heard nothing from the other business! Which of those two businesses are you likely to return to more quickly? Which are you more likely to talk about to your friends? The majority of us would prefer to revisit an establishment that followed-up with us and showed that they want to build a relationship with us.

2. Cost Effectiveness: Whether you are doing business online and selling your own products or as an affiliate you want to ensure that you have customers/clients who will do business with you repeatedly. The same is true for offline businesses. For every customer you lose it will take time and resources to replace just that one customer whereas that time could be spent enhancing existing customer relationships and providing an environment that encourages customer retention. In the meantime, the loss of a customer also means the loss of revenue for your business.

3. Reduces Customer Dissatisfaction: Honest communication is a requirement for building and maintaining relationships. In business this is no exception. “No one cares how much you know until they know how much you care” is a well-used quote but is so accurate. Unfortunately when customers have bad experience they are likely to share that with just about anyone who will listen, whereas many times the good experiences are shared with only a few. Would you not prefer that the person they share that dissatisfaction with is you, the business owner or entrepreneur? They will if you show by your surveys or programs for follow-up that their satisfaction with your product or service is important to you.

By making your customers and clients feel special, you are building strong, long-lasting relationships that result in continued success in your home-based or small business.

Please click on the ‘Comments’ button to share your thoughts on this topic. How do you build relationships with your customers or clients?