Leadership Training: Lesson 14
Follow up with Customers
In my our last lesson I discussed the importance of following up with your new contacts. In this lesson I will discuss following up with your customers after the sale.
Get a sales receipt book with carbon copies (or NCR paper) and when someone buys a product, always give them a receipt with their name, address, and phone number on it. Ask them for their email address as well. Explain that you would like to follow up in a few days to see how they are doing with their products and to take care of any questions that might arise between now and then. You will have the copy of the sales receipt for your follow-up records. (Receipt books with NCR paper are available from NSP. You will find them in the "Sales Aids & Supplies" section of NSP's Master Price List.)
Always call or email your new customers a few days after they purchase a product to see how they are doing with it. Sometimes people are having a problem and need to be talked through it. If you are not there to do it, you will probably lose them for good. I can not emphasize enough how important this follow up is. Don't worry about being a nuisance. People really do appreciate this higher level of service!
Perhaps a colon cleanse is working a little too well and they need to decrease the dosage. Perhaps a product isn't working well enough and they need to increase the dosage or add another product. Perhaps the product is upsetting their stomach and they need to be told to take it with food. Do not assume that new people will know any of these things. Chances are they will not, and unfortunately, most will not call to ask. They will simply stop taking the product and will not buy from you again.
If a customer just can't take a product for whatever reason, tell them that you will take it back in exchange for a different product or give them a full refund if that is what they prefer. (Call NSP's Customer Services. They will be happy to replace your stock for any merchandise returned by a customer.)
If a customer complains about the price, explain the difference in quality between your products and those that are sold by discount stores. Give them a "Quality Assurance Brochure" which outlines NSP's superior quality-control procedures. Then offer to sign them up as a member so they can order directly from the company paying the member's price.
Contact the customer again after about a month, to see if they need to reorder. You might think that people will contact you when they run out of product, but more often than not they will simply stop when they run out. You will be helping them, and your business as well, if you will follow up when it comes time to reorder.
If you do not follow up you will lose many customers. You can never fill a bucket that has a hole in the bottom of it. If you are not consistently following up with your customers, you have a very large hole in your bucket.
Wishing You the Best in Health and Prosperity!
Dr. Duane Weed, MS, DC, LAc
For your convenience, the previous lessons from this series can be accessed from the menu below:
1 Welcome and Introduction 2 Quality is the Difference 3 Service Sets You Apart 4 Know Your Company 5 Know Your Opportunity 6 Know Your Compensation Plan 7 About Network Marketing 8 The Online Health Assessment 9 Company Loyalty 10 Goals 11 Persistence 12 Integrity 13 Follow-up
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