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Archive for Customer Support

If I’m Bugging You, I Want You to Go!

Thursday, May 10th, 2012

Over the past month or so, I've diligently and painstakingly removed myself from over fifty e-mail lists. These are lists I got on as part of a promotion or in the process of registering for a free call. They're lists owned by other coaches, trainers, speakers and so-called "experts" in the fields of direct sales, internet marketing, and social media. I came into their experience as a student, hoping to learn from them. I've opted out of their list either because I'm no longer interested in what they're teaching, I've learned all I need to learn, or (most often) because the only thing I get from them is a continual barrage of sales e-mails.

I can honestly say that most of these people have never even bothered to send me advertising disguised as an e-zine. Heck, most can't even be bothered to use a system that allows them to send attractive, HTML e-mails with pictures (would it hurt to let me see what you look like?). Generally, I get several ugly text e-mails a week (sometimes more than one a day) offering me the next great marketing tool if I "ACT NOW!" And sometimes, I have to really search to find the link that allows me to "opt out" of their lists. It's as if they're afraid if I actually know how to do that, I will! (Ya think?!)

If you receive my e-zine newsletters or my new Friday Blog Wrap up letters, I'm hoping you get some nugget of value out of our contact. I rarely market anything in my e-zines and I focus as much as I can on content that supports you with new ideas that will help you grow your business. If you don't receive the e-zine (shameless plug coming up), you can sign up for it here, and if you want to have the blogs delivered directly to your e-mail box, you can sign up for that here.

All of this leads me to my point; my relationship with you. Since I began using e-mail to connect with my customers over five years ago, it's been my intention that you receive value from whatever I'm sending you. Otherwise, I'm just junking up your e-mail box (And I never, ever want to be that girl). Last week I started an every-Friday e-mail with quick links to that week's blog posts, just to make sure I'm always giving you the most value I can. Every e-mail you receive from me places the "opt out" message right at the top, before my header or anything I'm hoping you'll read. If you don't want to get my e-mails any more, I really, really want you to opt out of my system so you aren't feeling annoyed every time you hear from me. I promise, I never take it personally.

So, I just wanted to get that off of my chest. Please know that, if you "opt out" of my system, that's really, truly okay. I know it means that you don't have time to read my e-mails or they aren't relevant for your business, or that we're just not a good "fit" anymore. And if you have feedback for me about any of this, I'd love to hear from you. You can comment below if you're okay with a more public forum, or message me through the Fan Page.

 



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You may, as long as you do not alter it and include the following information (with active links as appropriate)

Julie Anne Jones is a direct sales corporate consultant, coach, and trainer, and the CEO of Julie Anne Jones, Inc. She is known for her authentic and easy-to-use scripting and specializes in specific systems, language, and tools for success in direct sales. To learn more about Julie Anne and her products and services, and to read her weekly blog posts, visit her at www.julieannejones.com.

Why Are You Afraid of Caller ID?

Thursday, October 27th, 2011

It happens virtually every evening, generally just as we're sitting down to dinner. The phone will ring and when I check the caller ID, it says "Unavailable," "Blocked," or "Unknown Caller." I never answer the phone because the only calls that come from those ID's are sales calls or charities soliciting donations. I don't buy stuff from people over the phone and I choose my charities in my own time and for my own reasons.

The bottom line is, there's no need for me to ever answer a call from "Unknown" because I know who "Unknown" is and I'm not interested in talking with them. I'm guessing you feel the same way.

So, why would you deliberately block your caller ID when doing customer service, booking, and sponsoring follow up calls? I've heard about this practice for years and someone recently asked me about it on Facebook because a corporate trainer with her company is advocating it.

Am I missing something? I just don't understand the value in this.

Basically, if you're willing to push *67 to block the person you're calling from seeing it's you calling, you're assuming that they don't want to talk with you and won't pick up the phone if they see your name on their caller ID (which I'm here to tell you is all about assumption and, 99% of the time, inaccurate assumption on your part, but that's another blog post). So let's say you block your name so the person you're calling is "duped" into picking up the phone and it actually works and they answer.

Now what?

According to the psychology behind this practice, you're now on the phone with someone who didn't want to talk with you in the first place. Congratulations. As my teenage sons would say, "Awkward!" What are you supposed to say to get them to do whatever you're calling about from this perspective? Frankly, it reminds me of my time on Match.com when men would use profile photos of themselves 20 years younger and 50 pounds lighter to entice me to go out with them. What did they think would happen when we met in person? I'd fall instantly and madly in love with their personality and forget the fact that I'd essentially been tricked into showing up for coffee with them?

Trust me, that never happened.

So, instead of tricking people who don't want to talk to you because they have no relationship with you into picking up the phone for an unproductive, uncomfortable conversation, how about building relationships with your customers and potential hosts? That starts with connecting with them more often than twice a year when you're hoping they'll book a home party or place an order. It starts with you actually taking an interest in their lives, their kids, and them. Sending a card on their birthday or anniversary, inviting them to an appreciation open house, or calling out of the blue with no agenda other than to make sure they're doing well and enjoying their products.

Then, when it's time to call and offer them the opportunity to work with you, in any capacity, not only will they want to hear from you, but you'll feel comfortable making the call. And that's worth it's weight in gold.

I'd love to hear your take on this practice in the comments below. Do you use *67? Has it worked for you? (If you're reading this post as an e-mail, click on the title above to join the conversation).



WANT TO USE THIS ARTICLE IN PRINT OR ONLINE?
You may, as long as you do not alter it and include the following information (with active links as appropriate):

Julie Anne Jones is direct sales corporate consultant, coach, and trainer, and the CEO of Julie Anne Jones, Inc. She is known for her authentic and easy-to-use scripting and specializes in specific language and tools for success in direct sales. To learn more about Julie Anne and her products and services, and to read her weekly blog posts, visit her at www.julieannejones.com.


Sleigh bells ring, are you listening? I know, it seems like a long ways away, and I hate it when the stores roll out their Christmas merchandise before Halloween, but now really is the time for you to begin preparing for the holidays in your direct sales business. There is so much momentum right now in your business, and you need to make sure you're prepared for November and December now before it's literally too late.

Here's the thing…not only is it a very busy time of year in your direct sales business, but it's also a busy time of year in your personal and family life. That's why doing a little planning now could make for a much more jolly you in a couple of months.

Here are a few areas of focus you may want to consider:

Book Home Parties Now

Now (and I mean RIGHT NOW) is the time to get those holiday home parties booked, guest lists collected, and hosts coached. That way you're all set going into a time when everyone is super busy and over committed. If you get it handled now, you won't be chasing your hosts down between bazaars and school programs. That means if a host takes a date in late November, you want to get her guest list and postage and do her initial host coaching appointment within the next week. This will also act as an insurance policy against a ton of last minute cancellations over the next few months (because once you've got the list, you can mail the invitations. And once you mail the invitations, the party will most likely hold).

Block Your Calendar

This is crucial to not only your business success, but also your sanity. It's important all year. It's imperative this time of year. The most stressful thing you can do is over book or double book yourself. Your commitments increase during the holidays, especially if you have school age kids. Just be aware of that and adjust your calendar accordingly. And remember, a party isn't just one night on your calendar. You need to factor in host coaching, pre-party prep, and post-party follow up when you're blocking time for your business in your calendar.

Build Your Team

Do you suppose there are people who are starting to wonder how they're going to pay for their holidays? I can guarantee you most of the people you know (either well or casually) fall into that category. Even the best planners generally need extra income for the holidays. Your direct sales business opportunity is the quickest and easiest way for someone to take on a part time job with great pay, and now is the best time to do that because of the holiday selling season and high demand for products.

Host Appreciation

The end of the year is the perfect time to express your appreciation for your hosts from the previous year. Consider planning an end-of-year holiday host appreciation event for the first or second week of December. I did these yearly and my hosts came to expect them. I had some amazing deals on discontinued items, lots of raffle and door prize drawings, great food and fun, and incentives to book parties in the new year. You can even include your downline and allow then to invite their previous hosts, increasing the attendance and supporting them at the same time.

Holiday Open Houses

Instead of offering hosts a traditional "home party" experience, consider setting up an open house for them, where their guests come and go in a casual setting and your goal is to connect, sell, and book parties into the new year. You can also hold your own holiday shopping open house for husbands and friends to help them with holiday shopping.

Holiday Bazaars

Finally, if it's not too late, consider participating in the myriad of holiday fairs and bazaars in your areas. These are great places to sell your products as well as book parties and share your opportunity. Make sure your booth is festive and that you ask lots of questions to engage passers by. The more you ask, the more you learn, and it's generally a refreshing change from the hard sell pitch coming from many of the booths around you.

Those are just a few thoughts. This is the prime time of year for direct sellers and you'll want to plan ahead in all areas of your business so you cash in on all of the opportunities available to you.



WANT TO USE THIS ARTICLE IN PRINT OR ONLINE?
You may, as long as you do not alter it and include the following information (with active links as appropriate):

Julie Anne Jones is direct sales corporate consultant, coach, and trainer, and the CEO of Julie Anne Jones, Inc. She is known for her authentic and easy-to-use scripting and specializes in specific language and tools for success in direct sales. To learn more about Julie Anne and her products and services, and to read her weekly blog posts, visit her at www.julieannejones.com.