You Got New Customers...Now What?
Wow, you have been rocking it lately!
You’ve been following the selling advice we gave you, and it’s working! Successful parties, 20 new customers, and inventory flying off the shelf. Your work is over, right?
Well, not exactly.
Once you’ve put in the effort to get a new customer, you may think you’re done, but it’s really just the beginning of a long relationship you want to have with them.
Your job now is to hold on to those customers, so you continue making sales to them. If you thought you could kick off your shoes and relax now that you’ve added a new customer to your Contact List, don’t worry! We’ve got some ideas to keep them coming back for more products.
Tip #1: Say Thank You
Sounds simple enough, right? But it’s something that gets overlooked a lot more than you’d think.
It makes sense for the customer to say “Thank you” to you, of course. They paid for a product, and you gave it to them. But really, you should be the one thanking them.
They could have gone anywhere else to buy their makeup—a store, another Consultant, but they came to you. Each customer you have is putting you on that path towards your first (or maybe fourth) Pink Cadillac.
Without them, you couldn’t be as successful as you are. So, always thank them for their business, and let them know how much you appreciate them.
Tip #2: Listen to Feedback
No one likes hearing criticism. I, personally, like to think that I am practically perfect in every way just like Mary Poppins.
But you and I both know that’s not exactly true. Almost, though.
Criticism is how we grow, so it’s important to pay attention to it, whether it’s positive or negative. If your customers have taken the time to give you feedback, you should take the time to listen.
I know it’s awkward to receive negative criticism, but remember that it’s also awkward to give. Make sure you show that you’re receptive to their feedback. It can be as simple as the closing line of your email. Try: “Let me know if you have any concerns or suggestions for how I could make your Mary Kay experience better!”
This invites them to give their thoughts. And as hard as it may be to hear when it’s negative, it’s going to make you a much better salesperson in the long run.
Tip #3: Show Interest in Their Lives
Have you ever been talking with someone, and they’ve said their kid’s name over and over, but by the time it’s your turn to talk, you realize you have no idea what that kid’s name is?
Welcome to my life!
If you’re anything like me, and you forget someone’s name the moment after they tell you, my advice is to write things down!
When you’re talking with your customers, make notes of the things they say—their mother’s name, weekend plans, son’s birthday—and use that information to make follow ups.
It means a lot to have someone take the time to ask how your daughter’s ballet recital went, or even wish you a happy birthday. Show them you care by calling or sending personalized messages to them. UnitWise’s email marketing feature makes that a breeze. You can create as many templates as you want, and schedule them for up to two years in advance.
It’s something people won’t forget and will be a selling point when they’re telling their friends about how awesome their Consultant is.
Tip #4: Be Available for Them
Imagine one of your customers is getting married next weekend. In all the chaos that comes with wedding planning, she forgot to buy her makeup.
Yikes! This could be a bridezilla moment in the making.
Now imagine how much more stressed out she’ll be if she can’t get ahold of you, her trusted Beauty Consultant. She’s going to go into major freakout mode, and she’ll also get pretty frustrated with you. She may even start looking elsewhere for products.
On the other hand, if you answer the call and rush over with all of her favorite products, plus some additional ones you think will match her wedding colors, you’ve earned a lifelong customer.
Now you’re glad you followed tip #3 and wrote down those colors, aren’t you?
Taking care of your customers can be a full time job, but it’s the most important one you have!
And if you follow these tips, your customers will be with you for a very long time. And they’ll tell their friends about you. Then they’ll tell their friends. And those friends will tell more friends. It may never stop!
We know our Directors have some great ways to keep customers, and we’d love to hear them! Let us know what tips you have in the comments section below or on our Facebook page.