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

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Presentation on theme: "The True Value of Customers v1 6-2010© copyright Stephen Bourne 2010."— Presentation transcript:

1 The True Value of Customers v © copyright Stephen Bourne 2010

2 The True Value of Customers v © copyright Stephen Bourne 2010

3 The True Value of Customers v © copyright Stephen Bourne 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?

4 The True Value of Customers v © copyright Stephen Bourne 2010 or 100 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) = 4,000 points a month = 9% Magnolia Would YOU like… A B I hate perfume Smelly BO is best

5 The True Value of Customers v © copyright Stephen Bourne people in their teams each buying 40 points a month (1 x Luxury perfume) = 4,000 points a month = 9% Magnolia or 100 people in their teams each buying 300 points a month (8 x Luxury perfumes) = 30,000 points a month = 21% Golden Magnolia Would YOUR TEAM like… A B

6 The True Value of Customers v © copyright Stephen Bourne 2010 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

7 The True Value of Customers v © copyright Stephen Bourne 2010 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?

8 The True Value of Customers v © copyright Stephen Bourne 2010 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?

9 The True Value of Customers v © copyright Stephen Bourne 2010 ASSUMEASS U ME

10 The True Value of Customers v © copyright Stephen Bourne 2010 Parties At work Family Friends Neighbours Canvassing Prospecting Leaflet drops … and more! You put a lot of work into finding customers

11 The True Value of Customers v © copyright Stephen Bourne 2010 You need to MAXIMISE THE POTENTIAL of all your customers

12 The True Value of Customers v © copyright Stephen Bourne 2010 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

13 The True Value of Customers v © copyright Stephen Bourne 2010 What do you do after you have sold the product? THEN WHAT DO YOU DO?

14 The True Value of Customers v © copyright Stephen Bourne 2010 Lets 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, 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?

15 The True Value of Customers v © copyright Stephen Bourne 2010 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 spouses 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?

16 The True Value of Customers v © copyright Stephen Bourne 2010 Why do you need this information? Customers Birthday send Ecard Spouses Birthday great presents Anniversary great presents Kids Birthdays great presents Remind them about: Mothers Day, Fathers Day, Valentines Day, Easter, Christmas, etc

17 The True Value of Customers v © copyright Stephen Bourne 2010 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

18 The True Value of Customers v © copyright Stephen Bourne 2010 Customer Record Sheet

19 The True Value of Customers v © copyright Stephen Bourne 2010 Customer Record Sheet

20 The True Value of Customers v © copyright Stephen Bourne 2010 Stephen Bourne Address Telephone: Mobile: Birthday: How contact was made: DateOrder General Information: Customer Record Sheet

21 The True Value of Customers v © copyright Stephen Bourne 2010 … it is in the FOLLOW UP The TRUE VALUE of your customer is not in the ORDER …

22 The True Value of Customers v © copyright Stephen Bourne 2010 FM is NOT in the Direct Selling business marketing products like … body-shaping garments double glazing expensive kitchenware Encyclopaedias on a ONE-OFF basis

23 The True Value of Customers v © copyright Stephen Bourne 2010 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!

24 The True Value of Customers v © copyright Stephen Bourne 2010 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

25 The True Value of Customers v © copyright Stephen Bourne 2010 Do you have a SYSTEM for getting information to your customers?

26 The True Value of Customers v © copyright Stephen Bourne 2010 KEEPING IN CONTACT By telephone Personally visit them at home Invite them to your home for a Product Party Invite them to someone elses home for a Product Party Send out a regular newsletter – best way is by as it is cheaper than posting!

27 The True Value of Customers v © copyright Stephen Bourne 2010 Mention new product launches Perfumes Toiletries Make up For Home Car Care STEPHEN BOURNES CUSTOMER NEWSLETTER Number 1 (Plain Text )

28 The True Value of Customers v © copyright Stephen Bourne 2010 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 STEPHEN BOURNES CUSTOMER NEWSLETTER Number 1 (Plain Text )

29 The True Value of Customers v © copyright Stephen Bourne 2010 STEPHEN BOURNES CUSTOMER NEWSLETTER Number 1 (Plain Text ) Mention: You are doing a special promotion this month for your customers Highlight: one of our products and feature it and its benefits

30 The True Value of Customers v © copyright Stephen Bourne 2010 STEPHEN BOURNES CUSTOMER NEWSLETTER Number 1 (Plain Text ) 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 introduce 3 new customers in a month get 20% off your next order introduce 4 new customers in a month get 25% off your next order introduce 5 new customers in a month get 30% off your next order … not valid at parties

31 The True Value of Customers v © copyright Stephen Bourne 2010 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 Bourne Tel: Month _______ 1 st Referral ______ 2 nd Referral ______ 3 rd Referral ______ 4 th Referral ______ 5 th Referral ______ STEPHEN BOURNES CUSTOMER NEWSLETTER Number 1 (Plain Text )

32 The True Value of Customers v © copyright Stephen Bourne 2010 STEPHEN BOURNES CUSTOMER NEWSLETTER Number 1 (Plain Text ) REWARD CARD receive 25% off your next order from Stephen Bourne Tel: Order 8 times … 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

33 The True Value of Customers v © copyright Stephen Bourne 2010 STEPHEN BOURNES CUSTOMER NEWSLETTER

34 The True Value of Customers v © copyright Stephen Bourne 2010 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!


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