How Important Is Math When You Have A Calculator Reddit Providing Good Customer Service in Direct Sales

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Providing Good Customer Service in Direct Sales

Providing good customer service to your direct sales clients and hosts should be a top priority for consultants. Today, there are millions of consultants competing for the same clients, the same hosts, and the same potential recruit.

1. Answer every question a customer asks you. Answer them completely and in as much detail as possible. Speak a normal language. Customers are not familiar with abbreviations or slang words used by an individual company.

2. Make sure you calculate all totals correctly. Customers get irritated if you make mistakes in adding up their orders, overcharging, etc. Always check your totals when a customer pays in cash. You don’t want to embarrass yourself by short-changing a client. If it’s a house party, be sure to bring a calculator or adding machine with you. The math you do in your head is not as accurate as using a calculator.

3. Always provide contact information. If you do business online or by mail, it’s important for a customer to get your contact information, and you’ll need to provide multiple avenues for a customer to contact you. I am providing you with my phone number, fax number, 2 email addresses and home address.

4. Always thank your customer for their order. Make them feel like they matter to you! If it’s an online order, send them a thank you card by email or a thank you email. Again, include your contact information. If it’s an offline book order, follow up with a postcard or thank you note in the mail. Include a business card. This is very important if it is a first time customer with you. You want their repeat business and future referrals. I try to thank all my customers all the time, whether they are a new customer or a regular customer.

5. Wait 2 weeks for a customer to receive their order and then follow up with that customer again. You can email them, call them, or write them a note in the mail. Let them know you’re still there for them. Make sure your order arrived on time and was complete and accurate. Ask them if they are happy with the transaction, and if not, do your best to correct it quickly. Don’t leave customers hanging when something goes wrong.

6. I usually wait 3 months and contact this customer again. Let them know about upcoming sales specials, hostess specials, etc. You can do this by emailing them or sending them a postcard, note card, or catalog. You want to keep your customer exposed to your business but not overwhelmed or annoyed by you, so I suggest contacting them every 3 months unless they have signed up for a more frequent email newsletter, etc. These days, many customers don’t want to be overwhelmed by constant emails, so keep them limited.

7. If a customer calls your home or place of business and leaves a message, be sure to follow up within 48 hours. Customers don’t want to wait days or weeks for you to respond. Again, be as prompt as possible when dealing with customers. If you’re out of town, make sure your loyal customers who order a lot know you won’t be available. You don’t have to say you’ll be on vacation, just say your home office will be closed for such and such a day or week.

8. Attitude….this is important too! Do not use foul language at any time. Do not eat, smoke, or chew gum while talking to a customer in person or on the phone. Make sure you speak in a pleasant tone of voice.! If you are talking to a customer, please don’t have a bunch of “phone interruptions” by other members of your household while you are talking to customers, they consider that rude. If you have kids, try calling your customers while they’re napping or when your spouse is home to keep them entertained while you do the returns.

If you’re in a bad mood, stop the calls. Customers can sense your bad mood, as can your children. Do NOT use a cordless phone for this as you will be tempted to do “other” things while talking to a customer. Your customer deserves your undivided attention when you talk to them.

9. If you are delivering your customers order, make sure it is presentable. You don’t need to wear a suit or dress, just make sure your clothes are clean and presentable, clean casual clothes are fine. Don’t wear cut-off jean shorts, sloppy t-shirts, etc. This creates a bad impression and is unprofessional. Your appearance says a lot about how you run your business!

Also, make sure to wrap or package your customers’ order in a presentable manner. Don’t pack your orders in the free plastic or paper grocery bags you get at the store. Try using bags from your company or go to a business supply store or buy cheap solid color gift bags to store your orders, but never wrap them in an unsightly grocery bag. Be sure to provide a receipt and future contact business card. If you can afford it, make a budget surprise, thanks for asking for a free gift. (the dollar store is great for this).

10. Another way to make your customers special is to offer them additional services such as:

a. Local Shipping: If the item they purchased is a gift. It’s okay to charge a minimal fee for local delivery to cover your expenses.

b. Gift wrapping service: It’s okay to charge a small fee for this, or better yet, offer it for free. The dollar store is cheap again for simple gift bags, wrapping paper, bows, cards, etc.

c. Mailing: If the customer is sending a gift from out of town and you live near a post office, offer to mail it to the recipient if the customer pays for additional shipping.

11. If you make party plans at home, your party hostess is also a customer, so don’t neglect her. You have to make her feel special. Offer encouragement and support, make sure she has everything she needs to have a successful party for you. Then make sure to follow up with her. If you don’t impress her the first time she parties with you, I guarantee she won’t have any more of you and you won’t get any referrals from her. You could lose a lot of business if you don’t treat your party host like a queen!

When running any type of home business, it’s a building process, one customer at a time and one hostess at a time. Once you build a great foundation, you can build the rest of your “home business” on top of that. If you start with a “weak” foundation you will have a “weak” business!

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