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Providing good customer service is the key to retaining customers in MLM. It can be achieved with as little as good communication, follow ups, newsletters and loyalty programmes.
Customer service has been the Achilles heel of many successful companies. Selling your products is just not enough. It is the service and support post the actual sale that is makes all the difference and wins you loyal customers.
A lot of businesses limit their interaction with the customers to the time when they are trying to sell their products and after sales services are not given much importance.
However, we beg to differ. Here's how you can use customer service to your advantage in your MLM business:
Prompt and impactful communication
The key to any good relationship with your customers is your ability to communicate immediately and effectively with them. Any and every query raised by them must be sorted out as soon as possible. Your inability to solve it actually betrays a lack of professionalism and a lack of concern for your customers.
Imagine yourself facing a team that seems like they know little and has to cross check for details with a third person who you cannot contact directly. Who wouldn't love a staff that can swiftly execute all their requests?
To be extremely effective at this, you need to have excellent communication both within the organization as well as outside, with customers. Without an effective communication mechanism it is impossible for you to go ahead with any of your work and customer service is just one of the many things which will suffer.
Follow ups
Follow ups are the most important part of the sales funnel. Whether you are selling products or trying to convert prospective leads -- your follow ups actually make or break your business deals. Asking a prospect to stop using a product and start using your products or signing on to your MLM business plan is difficult!!
Expecting them to change their habits or line of work in a short amount of time is tough and not possible. By following up with people on a periodic basis, you are setting an excellent example of being punctual and consistent with all the claims by your products, MLM business plans and the MLM income calculators. By following up you are building a relation that is based on trust, which is the key to making a sale or signing up new sponsors.
Newsletters and bulletins
Customers who buy your products or have purchased them in the past are not very actively engaged in terms of interaction. They may sometimes feel alienated or cut off from your business or feel that it could be an outright ignorance. Any customer enjoys getting continuous updates about new products, offers and schemes. It helps keep the 'link' alive!
Your newsletters and bulletins are simple ways to stay connected with your customers. This is a simple thoughtful way to say that you care and that you wish to be connected. While, this may not actually be a hard core customer service, it definitely is a way to make your customers feel that they are important.
Another advantage that you get is that your customers may start sharing these with others who may be interested in MLM businnesses, thus getting you many valuable leads that are more or less convinced already about your products and MLM business plan.
Loyalty/incentive programmes
One of the oldest tricks in the book for customer retention and satisfaction is providing good loyalty programmes that will hook them to your MLM products. People who may not be too satisfied with the products that you offer may still stick to your products because of the excellent loyalty programmes that you have on offer; programmes that actually help them save money over other products that are expensive as compared to your products. These tricks let you earn the loyalty of your consumers.
Having rewarding incentive programmes motivates and convinces your sponsors about the projections that have been made by your MLM income calculators. This is extremely important for you as you are only as strong as your weakest link. If your distributors/ customers are not motivated or convinced about the benefits of your MLM business and its products, then it is a lost cause for you.
Customer service may start from the time you begin interacting with the customers, but it is a continuous process that requires you to keep them engaged, so they keep coming back for more.
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