Keeping Your Customers
August 28, 2007 | By Monika Mundell | No Comments »
Let’s face it, many MLM distributors start to panic when their customers leave their business. Maybe they were not content with the customer service you provided, or they didn’t like the product itself. It could also be that they though they would use the product, but never actually gotten around to do so. In the end, it doesn’t matter that they leave as we will always loose certain customers and gain others in the process. What should matter to us, is WHY they leave.
Because by understanding the WHY, we might be able to change this into a high percentage of customer retention instead. Often we get urged from our companies to provide free samples. I find this very detrimental to my valet to be honest. Providing my customers with free samples on my expense can cost me dearly. Why doesn’t the company itself provide free samples? They would gain more interest in the market place and we as a distributor would gain more customers that actually come to us because they love the product.
So how can we be sure that our customers will turn into long term customers that become product lovers? We can’t – but by providing great customer service, we can guarantee that they don’t leave us for lack of care.
Steps you can take
- Periodical phone calls to check in with them
- Ask them for feedback
- With their permission feature them on your monthly newsletter
- Provide a monthly newsletter with prize stakes, competitions, puzzles regarding your MLM
- Don’t be overpowering
- Be courteous at all times
- Never complain to your customers about your MLM target="_blank" rel="nofollow" href="http://gobala.linktrackr.com/buildingonabudget-mlmrkeywords">MLM
- Respect their privacy
- Remember their special days and send a note (birthday, wedding day, xmas, etc.)
- Give them the extra service your competition lacks, it will make you stand out from the rest
- Organize customer events such as a 3 monthly bbq night (send out invitations stating your purpose)
When your customer complains:
When your customer complains to you, do not react as long as they vent anger. It will only make them more upset. Let them finish to voice their concerns and then show them that you understand their side of the issue. If you don’t know the answer to the solution, then don’t be afraid to say so. Use your mentor/ and or company to help solve the problem if need be. Tell your customer that you will get back to them within a couple of days and then do this.
As long as you provide customer service to the best of your abilities, you know that you did everything in your power to keep your customers for the long term. If they leave, accept it as part of the industry.
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