Ever been surprised when a customer cancels his or her auto-ship? Distributors are often so focused on building their businesses that they neglect to do the things that keep customers engaged. When they lose a customer, they wonder, “What happened?”
The trick to customer retention is to recognize the level of involvement each one prefers.
In The Four Year Career, Richard Brooke outlines the growth phases most network marketers go through:
Most distributors start out as customers. All distributors must be on auto-ship and a product of the product before they can recruit others.
To have a successful organization, you need customers at all three levels. The key to creating customer loyalty is supporting each person right where they are. To give them impeccable service, you must first identify the level at which they want to be involved. Build a great relationship, but always respect the person’s right to choose what next step, if any, is right for her.
Here is how I treat each level:
Always start with your prospect’s needs. Do they need your product? Then lead with that. Do they need more income? Lead with the business.
There’s no “correct” order to do it. Your builders will find customers. Customers will become and/or find your builders. Nurture each one with the best service you can give. To build a successful organization, welcome everyone!
LOREN ROBIN is a top-producing network marketing leader. Having overcome many adversities in her personal and professional life, she excels at helping other women develop the strength and perseverance needed to accomplish their biggest goals.