The True Value of Customers v1 6-2010© copyright Stephen Bourne 2010.

The True Value of Customers v1 6-2010© copyright Stephen Bourne 2010


1. To create instant income

2. To find potential new distributors

3. To create volume in your business

4. Satisfied customers are great referrers

5. TO BE THE EXAMPLE TO YOUR TEAM

Why do we need customers?


or100 people in your team each buying 300 points a month (8 x Luxury perfumes)

= 30,000 points a month

= 21% Golden Magnolia

100 people in your team each buying 40 points a month (1 x Luxury perfume)


= 9% Magnolia

Would YOU like…

A

BI hate perfumeSmelly BO is best


100 people in their teams each buying 40 points a month (1 x Luxury perfume)


= 9% Magnolia

or

100 people in their teams each buying 300 points a month (8 x Luxury perfumes)


= 21% Golden Magnolia

Would YOUR TEAM like…

A

B


You will NOT have a team of 100 people all buying 300 points a month…

So you must sell to other people, these people are called…

I GUARANTEE…

CUSTOMERS

FOR THEIR OWN PERSONAL USE


How many customers?

How many customers re-order regularly?

How often do they re-order?

Do you think you are you getting the most out of your customer base?

Why not?

Do any of you have customers?


Did you go through the effort of making a customer … for a one-off sale?

Are you waiting for that person to contact YOU to re-order?

Have you introduced ALL of our products to them?

Have they seen ALL of our catalogues?

Did you ASSUME that they are not interested in the make up, household and car care ranges?


ASSUMEASS U ME


Parties

At work

Family

Friends

Neighbours

Canvassing

Prospecting

Leaflet drops

… and more!

You put a lot of work into finding customers


You need to

MAXIMISE THE POTENTIAL

of all your customers


EXAMPLE

You hold a Product Party

You have 12 people attending

8 people buy

You sell 23 products – perfumes, shower gel, make up, etc

You place your order

You deliver the products to the hostess of the party


What do you do after you have sold

the product?

THEN WHAT DO YOU DO?


Let’s go back a step

When you took the orders at the party … what information did you obtain about the customers?

Did you get their full name, address, telephone number, email address?

Did you record what products they actually bought?

Did you record what perfumes they usually buy?

Did you record whether they would like to receive regular information from you about new products or special offers?

Did you record whether they might be interested in hosting a party – or know someone else who might?


Do you keep a record of every time you contact that person?

Do you know when their birthday is?

If they are married, when is their anniversary?

When is the spouse’s birthday?

Do they have kids?

Did you get the kids’ names, ages and birthday dates?

You will not get all of this information on day 1 but these are things you should find out about over the course of time – these are the things you SHOULD know about your customers?


Why do you need this information?

Customer’s Birthday send Ecard

Spouse’s Birthday great presents

Anniversary great presents

Kids’ Birthdays great presents

Remind them about:

Mother’s Day, Father’s Day, Valentine’s Day, Easter, Christmas, etc


Have every guest complete a `Customer Record Sheet’

Give a free gift for every order received with a completed sheet

How do you get this information

A sample phial of their favourite

Federico Mahora perfume


Customer Record Sheet


Stephen Bourne

Address

Telephone:

Mobile:

Email:

Birthday:

How contact was made:

Date Order

General Information:

Customer Record Sheet


… it is in the

FOLLOW UPFOLLOW UP

The TRUE VALUE of your customer is not in

the ORDER …


FM is NOT in the Direct Selling business marketing products like …

body-shaping garments

double glazing

expensive kitchenware

Encyclopaedias

on a ONE-OFF basis


FM Group trades in the REPEAT order business

we do not need to rely ONLY on finding a lot of new customers each and every day to earn a monthly commission … we just need to look after our existing and new

customers properly so that we MAXIMISE THEIR POTENTIAL

… so much easier than Direct Selling!


So how do you keep your customers happy?

You need to EXCITE them by being excited yourself … and by

sharing your excitement with them!

Keep in contact with them on a regular basis


Do you have a SYSTEM

for getting information to your

customers?


KEEPING IN CONTACTBy telephone

Personally visit them at home

Invite them to your home for a Product Party

Invite them to someone else’s home for a Product Party

Send out a regular newsletter – best way is by email as it is cheaper than posting!


Mention new product launches

Perfumes

Toiletries

Make up

For Home

Car Care

STEPHEN BOURNE’S CUSTOMER NEWSLETTER Number 1 (Plain Text email)


Mention successful events

Parties – Hostess Rita earned £30 of FM products

Joan had 15 attending – 4 were men

Your team has grown by 20 new people this month

Distributor Mary has gone Pearl Orchid

Name all of the distributors in your team who went up in the Magnolia programme




Mention:

You are doing a special promotion this month for your customers

Highlight:

one of our products and feature it and its benefits



Have a monthly referral programme e.g.

introduce 1 new customer in a month get 10% off your next order

introduce 2 new customers in a month get 15% off your next order




… not valid at parties


Mention that you now have an Introducers (or Referrers) Card so that your customers (and you) can keep check of how many referrals they made in the particular month

Make sure you include your contact details

INTRODUCERS CARD

receive discount off your next order from

Stephen BourneTel: 01206 728689

Mon

th _

____

__

1st R

efer

ral

___

___

2nd

Ref

erra

l ___

___

3rd R

efer

ral

___

___

4th R

efer

ral

___

___

5th R

efer

ral

___

___




REWARD CARD

receive 25% off your next order from

Stephen BourneTel: 01206 728689

Order 8 times …

1 2 3 4

5 6 7 8

Mention that you now have a Reward (or Loyalty) Card so that your customers (and you) can keep check of how many orders they have placed with you

Make sure you include your contact details


STEPHEN BOURNE’S CUSTOMER NEWSLETTER


Copy what you do to all of your team members so that they can copy it for their

customers, too

Even if YOU do not want to build a large customer base…

Make sure you show this system to all of your team because others may

want to …

… and if they do, they will create volume in your business, too!

Do not ASSUME!

The True Value of Customers v1 6-2010© copyright Stephen Bourne 2010.

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Transcript of The True Value of Customers v1 6-2010© copyright Stephen Bourne 2010.