The True Value of Customers v1 6-2010© copyright Stephen Bourne 2010
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?
The True Value of Customers v1 6-2010© copyright Stephen Bourne 2010
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)
= 4,000 points a month
= 9% Magnolia
Would YOU like…
A
BI hate perfumeSmelly BO is best
The True Value of Customers v1 6-2010© copyright Stephen Bourne 2010
100 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
The True Value of Customers v1 6-2010© 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
The True Value of Customers v1 6-2010© 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?
The True Value of Customers v1 6-2010© 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?
The True Value of Customers v1 6-2010© copyright Stephen Bourne 2010
ASSUMEASS U ME
The True Value of Customers v1 6-2010© 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
The True Value of Customers v1 6-2010© copyright Stephen Bourne 2010
You need to
MAXIMISE THE POTENTIAL
of all your customers
The True Value of Customers v1 6-2010© 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
The True Value of Customers v1 6-2010© copyright Stephen Bourne 2010
What do you do after you have sold
the product?
THEN WHAT DO YOU DO?
The True Value of Customers v1 6-2010© copyright Stephen Bourne 2010
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?
The True Value of Customers v1 6-2010© 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 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?
The True Value of Customers v1 6-2010© copyright Stephen Bourne 2010
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
The True Value of Customers v1 6-2010© 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
The True Value of Customers v1 6-2010© copyright Stephen Bourne 2010
Customer Record Sheet
The True Value of Customers v1 6-2010© copyright Stephen Bourne 2010
Customer Record Sheet
The True Value of Customers v1 6-2010© copyright Stephen Bourne 2010
Stephen Bourne
Address
Telephone:
Mobile:
Email:
Birthday:
How contact was made:
Date Order
General Information:
Customer Record Sheet
The True Value of Customers v1 6-2010© copyright Stephen Bourne 2010
… it is in the
FOLLOW UPFOLLOW UP
The TRUE VALUE of your customer is not in
the ORDER …
The True Value of Customers v1 6-2010© 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
The True Value of Customers v1 6-2010© 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!
The True Value of Customers v1 6-2010© 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
The True Value of Customers v1 6-2010© copyright Stephen Bourne 2010
Do you have a SYSTEM
for getting information to your
customers?
The True Value of Customers v1 6-2010© copyright Stephen Bourne 2010
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!
The True Value of Customers v1 6-2010© copyright Stephen Bourne 2010
Mention new product launches
Perfumes
Toiletries
Make up
For Home
Car Care
STEPHEN BOURNE’S CUSTOMER NEWSLETTER Number 1 (Plain Text email)
The True Value of Customers v1 6-2010© 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 BOURNE’S CUSTOMER NEWSLETTER Number 1 (Plain Text email)
The True Value of Customers v1 6-2010© copyright Stephen Bourne 2010
STEPHEN BOURNE’S CUSTOMER NEWSLETTER Number 1 (Plain Text email)
Mention:
You are doing a special promotion this month for your customers
Highlight:
one of our products and feature it and its benefits
The True Value of Customers v1 6-2010© copyright Stephen Bourne 2010
STEPHEN BOURNE’S CUSTOMER NEWSLETTER Number 1 (Plain Text email)
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
The True Value of Customers v1 6-2010© 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 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
___
___
STEPHEN BOURNE’S CUSTOMER NEWSLETTER Number 1 (Plain Text email)
The True Value of Customers v1 6-2010© copyright Stephen Bourne 2010
STEPHEN BOURNE’S CUSTOMER NEWSLETTER Number 1 (Plain Text email)
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
The True Value of Customers v1 6-2010© copyright Stephen Bourne 2010
STEPHEN BOURNE’S CUSTOMER NEWSLETTER
The True Value of Customers v1 6-2010© 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!