Customer follow is the key to consistency and growth in a direct sales business. The old saying “The fortune is in the follow up” definitely wasn’t far off base! Growing my business and customer base was very easy when I started my Origami Owl business. I was holding Jewelry Bars, participating in vendor events and bridal shows and getting referrals for new customers from friends and family. Business was booming and growing very quickly & I was so excited about it. As I continued to expand my business though, I forgot about one KEY ingredient – loyal customers! Sure I was gaining lots of new customers but what was happening to those who had previously purchased from me? Where were my past hostesses? I knew they had to be itching to get their hands on more charms for their lockets, new products and gifts for friends and family. So I did the unthinkable – I picked up the phone! That’s right! I did the dreaded deed of calling up my customers, asking how they were loving their jewelry and offering to swing by with a new Take Out Menu or reserve a Jewelry Bar on my calendar for them. And the crazy part is that many of them had been waiting for my call! I had many orders, lots of Jewelry Bars and even had my highest sponsoring month since I started with the company over two years ago! My calendar was busier than it had ever been & it was all because I followed up and provided customer care! Moving forward I knew I had to have a plan in place to ensure that I made my customer care follow up calls consistently and reaped the benefits of staying on top of the task! Here’s how I work my follow up calls into my calendar: Jewelry Bar Guests
- 2 days after receiving their product
- 2 weeks after receiving product
Vendor Show Leads
- 1 day after event (2 if it falls on a Sunday)
- 1 day after party close/delivery of products
- 2 weeks after close of party
By keeping the contact info handy & organizing it in a way that made it convenient for me, I find that I am able to complete them on time each week. One clever way to do this — if you use a planner or binder — is to hole punch your contact slips or Rolodex cards and add them into the calendar during the week they are due for their follow up call. I always make sure to get permission to continually follow up with them. Simply by saying, “I’m glad you are loving your locket! I’ll give you a call next month — we have lots of new exciting products coming soon so I don’t want you to miss anything!” This lets them know to expect your call & keeps them interested in what’s happening at Origami Owl. In addition to my follow-up calls, I send all my customers and hostesses a thank you note for purchasing. It’s short & sweet, but the thoughtful gesture will stick with them and remind them who they should call when they need a gift or have a question about O2! By adding follow-up to your list of tasks, you’ll gain loyal customers, repeat business, fill your calendar & possibly even welcome new team members! Such a simple task that can result in amazing results! Now get out there & follow up! Have a customer care method that you love? SHARE in the comments below!