Watch and Learn

This summer I've been invited to a few home parties from other direct sales companies. I've enjoyed sitting back as "the guest" instead of "the demonstrator" and taking mental notes of what they are doing that I can incorporate into my business. I wanted to share.

The first experience was with a cosmetic company, my sister-in-law was the host. Her consultant asked her to complete the guest list, including phone numbers. My sister-in-law asked me for my permission to provide my phone number so I was already curious about this consultant. I've never asked my hosts for their friends & families numbers BEFORE the party, I wait and get them at the time of the order. See where this information comes into play.... a few days before the party I received my own personal phone call from the consultant. She introduced herself and told me she was so excited to meet me at ________'s house. She asked if I had any skin care concerns so that she would be prepared for me needs on the night of the party. She was very friendly, warm and upbeat and I felt at ease with her call. It made me excited to meet her, too, and to put a face with the name on party night. This also increased my commitment to attending the party. If your Gold Canyon party attendance has been low, try that approach!

Speaking of the same skin care consultant: about a week after the party, my products arrived. I received a phone call from the consultant to make sure I got the order and to explain how to use them. Her follow up and customer service was excellent, she didn't keep me on the phone a long time - just quick enough that I knew she cared! From my experience before the party, I already knew I was going to love doing business with her and this confirmed it! Again, she was an excellent example for demonstrators in caring for her customers. If you are struggling with repeat business or losing customers, try her tactic, a little phone call goes a long way :o)

A final testimony of this wonderful consultant, a couple of weeks after all of this, I went to my mailbox and found an envelope addressed by hand. Hmmmm, how often do you get that kind of mail? Usually everything in my mailbox is computer-generated junk mail or bills. I was very excited to open it up and what do I find? This amazing consultant's monthly newsletter! She had printed an uplifting poem, a product spotlight, and an invitation to her own open house on a bright paper. The newsletter also contained a "Customer Care Card" with my name on it, that she initials for every $10 I spend, then after $100 I'll get $10 off my next purchase. What a great way to keep customers coming back! I went ahead and ordered her featured product of the month, even though I have 4 other consultants from the same company who live closer to me, she has won me over by the way she does her business. Have you ever thought of a monthly newsletter for your customers? Or customer care cards? What a great way to win their hearts, too!

My final "watch and learn" experience was tonight I went to a friend's home decorating party. I was greeted by the Consultant when I entered the room. I thought this was great because at some parties the demonstrator just sits in the corner quietly. She had name tags for all the guests - made from the computer-printed labels with the company logo at the top and our names on it with a sharpie. I noticed that she was able to answer questions and direct her comments to the guests using our names, which was an effective way to keep our attention and personalize her demonstration. Another thing I liked about his demonstrator is that, not only did she have a lovely display in the room, she picked up each item from her display, spotlighted it, told where to find it in the catalog and passed it around the room. I was thinking of candle parties, and how often demonstrators sit everything out and leave it there for the guests to figure out on their own? If we followed this consultant's way, our customers could learn more about the different product lines we offer - candles, body and home. The final example I appreciated from the party this evening was her guest participation tactic. She made some "Auction Bucks" that she would pass out every time a guest asked a question. At the end of her presentation, she had two small items that she "auctioned off" to the guests with the highest bucks. It was a fun way to get us all asking questions and to give away free products (who doesn't love that?)

I hope you can implement these ideas in to your business and bust out the sales this August! Go team!!!!

Flip Your Lid!

Below are a couple of ideas that was shared by Laurie H., Sr. Manager from TN:

Situation: Laurie went to a Pampered Chef party to purchase a specific pitcher. A customer at the party started telling everyone how her pitcher fell apart and wasn’t good quality, etc. Of course, the Demonstrator was horrified.

Laurie decided to start doing “Flip your Lid” calls to customers after they received their product. The purpose was to make sure the customer had taken the lid off her candle and started using it. Then Laurie would ask if the candle was burning the way she expected, smelled the way she expected, etc. If there was an issue with the burning, she would offer candle care tips. If this was a first time customer and she didn’t like the fragrance, she would try to replace it with something she had.

The main thing Laurie learned from the Pampered Chef party was that she didn’t want customers sitting at another Gold Canyon party talking about a candle, etc. they were unhappy with from their last purchase.

Laurie would also tell the customer she had an order going in soon (even if she didn’t have an order—she would send one in after getting enough sales) and ask if she wanted to order anything. She said she is having great success adding additional sales.

When Laurie makes the “Flip your Lid” calls, she keeps the conversation to talking about a maximum of 3 things to keep the calls short. That way when she calls this customer again, the customer is more willing to talk because she knows Laurie is not keeping her on the phone.

So, “Have you flipped your lid yet?” What a great one-liner to start the conversation!

Another idea Laurie uses when coaching her hosts: She tells them if they get 10 or more guests at the party, she will give them an extra 10 oz. candle. She then uses the Host candle availble inexpensively on your supply order.

You could also offer “an ounce for every guest in attendance.” If she has 16 guests, she would get a 16 oz. candle of her choice as a bonus. I would do the Host candle for 10 guests and then give her a goal of 16 guests she would get a 16 oz. of her choice, 26 oz. with 26 guests, etc.

Usually, I don’t like encouraging Demonstrators to give ‘extra’ to a host; however, this is a great sales tool because we know if we get the guests to the party they will purchase and book. The host has to ‘earn’ this gift.

Thanks, for sharing your ideas and success!

These are my challenges to you:
1. Start today doing your “Flip your Lid” calls
2. Make note of open-ended questions you will ask the customer
3. After you have made 10 “Flip your Lid” calls, share this information and your open-ended questions with me by phone or email.
4. Do 4 “Flip your Lid” calls a day for the next 5 days and report back to me.
5. Continue following-up with your customers.