Dazzle This Diva – May 13th Edition
Once again, here’s your opportunity to not only send a sales and marketing related question to me BUT TO ALSO leave your opinion or suggestion, helpful hint or resource for other people who have posted a question!
This week’s question is from Nicole Geisen. She asks:
“I have had several customers who had made purchases for 4-6 months and then quit. What is the best way to keep in touch with these people without nagging them about making a purchase?”
Nicole Geisen
Herbalife Independent Distributor
http://www.nicoleshealthyherbs.com
Have your say! How do you keep in touch with your clients? Leave your thoughts in the comments of this post.
Don’t forget, we can always use more questions so send in one. Wouldn’t you love to benefit from free advice from fabulous women all over the world? (and one certain Sales Diva)
Send your own Dazzle This Diva question to:info@salesdivas.com and don’t forget to include a link to your website!
The business you are in, clients connect with on a personal level. They trust you & usually like you, thats why they buy from you, but that relationship will grow, when you can continue to “educate” your client & send her information on new things that maybe relevant to her or her family. Newsletters, blogs , community involvement will give you credibility & the occasional promotion or gift with purchase is always really nice ! Remind her of the benefits, maybe she needs to streamline, what she is taking , but does not have to quit altogether. Maybe send her small starter pack or some new samples, then follow up. I am in the skincare industry & I have found samples, when used properly, can be an easy way to create a domino effect in your sales! Stick with it & you will find people will come back…persistance pays, believe me, I am in a small community & people thought I wouldn’t make it…I am still alive & kicking butt 20 yrs later!!!
Good luck
Comment by Tazeem Jamal — May 13, 2009 @ 7:58 am
The Diva has shown us the best way… informative newsletters. I also like to use Cards, not the Ace, King kind but fun ones that arrive in the mail. If you know your clients and you probably do since you are into health as your business. Send them birthday, anniversary, some great thinking of you, or funny cards! Funny or memorable this is not the time to SHOUT about your business… this is the time to be a person. Someone who is their friend. You combine this with information e-zines and you have a campaign that works. It NEVER hurts to pick up the phone and touch base. Something may have changed in their life… Job loss, illness, moving out of state. If you keep a pulse on your clients and remember they are people before they are customers, it will endear you to them. If they don’t buy when you call, ask them for referrals. If it is money preventing “them” from buying if your relationship is strong, they will want to help you any way they can!
Comment by Bobbi Govanus — May 13, 2009 @ 9:31 am
I send a loyalty appreciation postcard to all clients at 6 mths and 1 yr after I first met them offering a discount on all purchases made that month. After sending the postcard be sure to phone them to say hi and make sure they received it. Always be sure you know your clients needs, that way you will know what to recommend for them. It all comes down to good customer service, if you are good at this they will be happy to hear from you.
Comment by Rhonda — May 13, 2009 @ 9:50 am
I would definitely want to know why they stopped using the products – are they not getting the results they want or expect? I agree with Bobbi, they are probably just busy and ordering more is just one more thing on a long list of things to do! Don’t just sit around and wonder what happened to them – CALL THEM! And no, don’t NAG them to buy something – if you feel that’s why you’re calling them, that will come through in your voice. Yuk. Just call to find out how they feel about your product. They will appreciate it.
Find out if the product itself is the issue – do you offer a money-back guarantee? If so, offer that to them. If they’ve just been too busy to order, make life easier for them! Offer to set them up on an automatic ordering program – send them the product monthly (or whatever supply a regular order is) and automatically bill their credit card at that time. Make sure that it gets there right on time just before they run out. And still check in with them from time to time (quarterly maybe?) to be sure they are getting it and they are still happy – and if you have a new product coming out that they would love. How easy is that? Then you have a happy customer who is consistently buying from you!
Either way, always follow up that first “How you doin’” call with a hand-written thank you note – include a sample of a new product or coupon for discount – something of value. You’ve got to let them know how much you appreciate them as a customer. In my opinion, personal service is #1. Happy Customers = repeat business and referrals.
Comment by Lori — May 13, 2009 @ 11:13 am