Layout Image

Archive for Customer Service

From Information Delivery to Information Gathering

Thursday, November 10th, 2011

Last week I wrote a blog post about a new way to conduct a direct sales opportunity event. It focused on getting as much information about the prospects' needs as possible and then sharing your opportunity from the perspective of "what's in it for them." I've gotten quite a bit of feedback on that post, and it was a real eye opener for lots of you.

As direct sellers, it's natural for us to want to share our enthusiasm for our business opportunity, our products, our party experience, and our companies. While I completely agree that this is a very important skill for you to master, unfortunately it can too often lead to information overload for the person with whom we're sharing, especially if this is where you start. Even though it comes from your best intentions, the need to tell people everything you possibly can about your business is most likely sabatoging your success as a direct seller.

I'd like to encourage you to think about your intention for sharing, whether it be about your opportunity, your products, or booking a direct sales home party with you. I would hope that you're sharing because you truly believe what you're offering could impact that person's life in a positive way. If that's the case, doesn't it serve you to find out exactly how that might happen? The only way to do that is to move from information delivery to information gathering when you share.

If you start by asking questions and determining exactly why the other person could use what you're offering, you can deliver your information in a much more relevant and comfortable way for both of you. Start by asking questions and really listen to what they're sharing. Then you can tailor your delivery to their needs, not yours. 

This is generally easier said than done, because as human beings we're usually much more concerned with our own needs and agenda, whether we choose to admit that or not. So I want to invite you to get amnesia about your own life and needs, even what you see as possible for the person with whom you're talking, and focus like a laser beam on what they need and want. And once you're sure you're really clear about that, share only what's relevant to them and nothing else.

It's a small shift that will produce huge results in your business as well as your life.



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.


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.


The Best Laid Plans…

Tuesday, October 18th, 2011

It happens to everyone, no matter how good you are at host coaching and follow up. Sometimes you show up for a home party and there are only a few people sitting in your party host's living room. The key to success when this happens to you is the way you handle this situation. Here are a few things you will want to consider:

Your Host Feels Worse Than You Do

In most cases, this situation is your host's worst nightmare. It's happened to me recently. I had a home party last month and a list of about 7 "yeses" prior to the party. Then the day of the party my phone started ringing, Facebook messages started rolling in, and people started bailing on me for one reason or another. Up until thirty minutes after the party started, I was getting text messages with people saying they weren't going to make it. I had done all the things a good host is supposed to do and still had two people sitting in my living room when the party eventually started. I felt awful but it was totally out of my control.

As a consultant, your job is to make sure your host understands that you completely understand and that it's okay with you (and make it okay with you). You have a choice in this situation to either get frustrated or to accept what's happening. I promise, the latter will bring you much better results).

Your Guests Are Uncomfortable

Generally, your guests pick up on the stress of the situation. They are also much more "exposed" because there are so few of them. The best thing you can do is put everyone at ease by naming the elephant in the living room. Say something like this: "So, we're a small but fun group tonight and I actually love parties like this because it gives me a chance to interact with you all in a more informal way and to give you some one on one attention. Let me cover just a few details and then we'll just relax and play with the products." That way no one feels weird or worried that you're upset, and everyone can relax and enjoy each other's company.

Be Flexible and Willing to Adapt Your Presentation

Depending upon how you normally do your presentation, you may or may not have to adapt for a smaller group. Obviously, if you play a game that requires six people and you only have three, that's not going to work. Consider scrapping some of the more interactive and group-participation parts of your presentation and do a shortened version that just hits the highlights (how to book a party with you, your opportunity commercial, and the details of how to order), and then spend your time working with the few guests who are there one on one or in a small, informal group. Encourage them to interact with you and your products and to ask questions. I often times found that these parties ended up having a better outcome for me in sales, bookings, and sponsoring results because of the interactive dynamic of the smaller group.

Make Sure Your Back Up Systems Are In Place Before The Party

This is really important. Are you coaching your hosts to get outside orders before their parties? If so, you're showing up to potentially several hundred dollars in outside orders before you even unpack your kit. Then, if the turnout is less than stellar, you still have at least a qualifying party and your host still gets some of the host benefits. Make sure you're reminding her when you follow up before her party to get those outside orders (with payment) nailed down before her party.

Sometimes the best laid plans do go awry, and when that happens, you have to adjust. The more open you are to what good can come out of the experience, the more good you'll take away from it. And just for the record, my party with two people ended up being a $1500.00 night for the consultant. She made the best of it, did a great job, gave my guests a great experience, and I got a ton of 1/2 priced items. Bottom line, it was a win-win for all of us.



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.