Team FreeStyle CUSTOMER CARE. Your Freestyle Guide To Customer Care and Retention... Remember It's Easier To KEEP A Customer Than Find A New One!

Size: px

Start display at page:

Download "Team FreeStyle CUSTOMER CARE. Your Freestyle Guide To Customer Care and Retention... Remember It's Easier To KEEP A Customer Than Find A New One!"

Alisha Dorsey
5 years ago
Views:

1 Team FreeStyle CUSTOMER CARE Your Freestyle Guide To Customer Care and Retention... Remember It's Easier To KEEP A Customer Than Find A New One!

2 FREESTYLE CUSTOMER CARE GUIDE HOW TO KEEP YOUR CUSTOMERS LONG TERM BY TURNING THEM INTO RAVING FANS! It is important to establish a customer care routine and system that you ENJOY and can maintain. There are many different approaches you may take to this, and there are some great examples for you to use and modify in this guide. If you haven't already, we recommend watching the trainings bellow... Step 1: Watch our customer service training video with 2 of our Customer Gurus Rebecca Neale and Kira Westwick. (If the link does not open on your computer, copy the URL into your Web Browser) Step 2: Here are some extra tips from different leaders with different approaches to their customer care- its important that your approach to customer care resonates with YOU! v=hjtta8sktr4&index=4&list=plbypxxmrpput7p7e3ljgpzd0lwea AUZ1W PS. To help with your potential customer conversations and conversions, head to the starter guide to find the script book, and watch the correlating customer script training here: # B O S S B A B E S

3 RECORDING IMPORTANT DETAILS ABOUT YOUR CUSTOMERS A customer questionnaire is great to establish deeper rapport, get to know your customer better, track progress, and remind the customer where they started. We encourage you to make your own, using the examples we have included in this guide for you to consider. There are 2 main objectives with this customer care approach- 1. To move the customer away from pain and towards pleasure! It is always helpful to know where the customer has BEEN (past and/or present- usually associated with pain currently, or pain in not being where they used to be) and where they want to BE (the pleasure they want to move towards) with their health. The thought of making lifestyle changes can be daunting for people, this is why it is important to bring to the forefront the pleasure of reaching their goals, so the excitement of their future results far outweigh the momentary discomfort of forming new habits. They will then be excited to make the investment in their health in joining the program. 2. To be able to track and measure their results and create a raving fan! When you support your customer along their journey, and remind them of how far they have come, and other bonus areas that may have improved with their health along the way, they will likely become a raving fan and long term customer. Tips: -It's a good idea to include any relevant details/questions which may affect their approach to the program - for example what they do for work and how many hours they work per week, if they have children and how old they are, any eating requirements etc. These can all help you determine how necessary convenience may be in their life, and help you recommend the best product combination for them and their family. -Some of these personal questions will also help jog your memory of relevant details when you are next speaking to them. When you can recall important details of someones life, it can go a long way # in Bbuilding O S S Bstrong A B E Srapport -Make your own forms using the questions you personally feel comfortable asking and monitoring.

4 EXAMPLE JUICE PLUS CUSTOMER RECORDER/QUESTIONNAIRE Here are some examples of what you might like to include and record in your initial conversation. You may choose to do this in a casual relaxed manor in conversation, OR in the structure of a questionnaire. Establishing where they are at, where they want to be, and how our program can help to bridge that gap will help your customer see the value in joining our program and using our product. Name: DOB: Phone: Preferred method of contact: Phone Text Messenger Current Weight: Goal Weight: Height: What do you do? (This may indicate any potential time pressures contributing to current health and the need for convenience, and therefore what products you will reccomend) Number and age of children: (This may also correlate to current health and help you relate back to needs/desires in the program/product and CHS) Past & present health conditions: (Remember we CAN NOT make claims with our product and program. We don t know what JP will do for them, but we can share our story of what it has done for us, and you can support them in making changes that may improve their overall health long term.) YOUR HEALTH & FITNESS GOALS Top 3 goals: 1. # B O S S B A B E S 2. 3.

5 What exercise are you currently doing? How many hours sleep do you get per night: Rate your immune system out of 10: Rate your energy out of 10: When is your energy the highest and the lowest? (Crashes in energy are often related to diet being out of balance. Our program and product can help with this, so it's great to track and measure this point so they see the difference) How do you feel when you get up in the morning? (Most people drag themselves out of bed. Our aim is to have them bouncing out of bed after plugging in to our program!) Do you have any issues with your digestion? (Recommend starting capsules slowly if so) How many glasses/litres of water do you drink per day? (An easy habit to upgrade to start with, and easy to track and measure) Rate your diet out of 10? What does a typical day look like? (You may already be able to see where the program can help them make changes, and where the products will fit into their routine) Other than water & herbal tea, how much do you drink per week... (Liquid calories are the fasted way to gain weight and lose health!!) # B O S S B A B E S Coffee: Soft Drink: Alcohol: Other :

6 What dietary habits would you most like to change/ what is your biggest weakness/downfall? (You may be able to relate this back to some of our healthier recipes and alternatives in the program) Anything else you would like to share/extra notes where applicable: (Record any important information you may wish to remember to establish rapport in the future) Short-term goals: Long Term goals: (This will help you break down sustainable progress and realistic time frames) What are you willing to change to ensure you achieve these goals? (Remind your customer they will get out of the program what they put in, that you are here to support them along the way, and the more they plug in and are willing to make changes, the better result they will achieve) Once they order a Juice Plus product, add them to the program and welcome and tag them in the pinned post and direct them to the files tab to download the guides. # B O S S B A B E S

7 Recomended New Customer Check List Here are some extra ideas to help your customer care system/routine once your customer order has been processed. After the order is processed, add the customer to the Juicy Body Transformation Program Group and tag them in the pinned post comments with a little welcome message. EXAMPLE COMMENT: Excited to Welcome Susie Smith to this amazing program. Check out the video in this post- it will explain where to find everything. Then head to the files for amazing tools and recipes, including our nutritional guide. Enjoy the support in this group xo Optional-Message the customer to say thank you and to ask their permission to tag them in a post on your Facebook page to help inspire others to join the journey. EXAMPLE MESSAGE: Yay Susie your order has been processed and I have added you to our amazing group. I cant wait to have you on your way to achieving your goals. Would you be ok with me tagging you in an excited post on my page to help inspire others around us toward living a healthier lifestyle? Can t wait for you to get your juicy parcel x If they agree to the post, then post a thank you picture tagging them in on your page - plenty of photos for this in our Freestyle photo album. If you are creating your own ensure they are inspiring and meet company guidelines. After a few days check in with your customer to see if their parcel has arrived. Remind them to take the capsules with 2 glasses of water and to keep them somewhere they will remember to take them every single day for them to work most effectively. Also check they have found the JBT Guide and are excited to try the recipes, record their goals, take their before and after measurements and photo. Maybe suggest your favourite recipes for them to start with. THE BETTER JOB YOU DO PLUGGING THEM INTO JBT, THE BETTER RESULTS THEY WILL ACHIEVE!

8 Check in after another 1-2 weeks to see how they are going taking the capsules and/or using the powder and to see how they are going using the program. From here keep in regular contact about once per month or when feels comfortable to provide exceptional customer care and support them on their health journey. This can be a simple message to say Hi, how are you doing lovely?, or sending a little add value recipe or inspirational quote. At the 90 day mark check in with your customer. At this stage they should be feeling some great benefits from the program and product if they have been using them both regularly. Go back through the questionnaire and ask relevant questions to compare results from their start date. This will help them see even more changes they may not have noticed or related to their JP journey. Remember... Keeping customers is the key to success - it's easier to keep a customer than to gain a new one! People will cancel out of a product without a second thought but they wont cancel out of a strong relationship. Aim to provide customer care that sets you above the rest! Customer care packages are a nice touch if that excites you, but nothing trumps a strong relationship. Tip... I record important information from my first chat and subsequent conversations on the example customer form, and file it in my customer care 30 day file. Once a week I get my file out and message a group of customers. I rotate weekly which group I message to make it very manageable and enjoyable. You will really love the relationships you form!

9 Day 90 Follow Up Question Examples Revisit relevant questions in your initial questionnaire to track results and see where improvements have been made. You may also like to include some of the bellow questions to highlight other improvements they have experienced, but not yet connected to JP or their JBT lifestyle change. This care will contribute to the likelihood your customer will want to continue with their next shipment, and become a long term raving fan of the product. Have you noticed -Yourself eating more fruits and vegetables? -An increase in the amount of water you drink? -A reduction in the amount of fast food and/or soft drinks you consume? -An improvement in the quality of your sleep? -An increase in your energy level? (compare initial rating) -An increase in the amount of time you re able to work out? -An increase in the quality of your workout? -Any weight loss? -A reduction in the number of cold or flu-like symptoms? -A decrease in the number of prescriptions or over-the-counter medications you re taking? -A decrease in the number of visits to your healthcare provider? (Or has your dentist noticed) healthier gums things like less bleeding when brushing or flossing, or a healthier pink colour? (Or has your hair dresser noticed) indications of healthier hair things like shinier hair, stronger hair, or more hair growth? -Stronger or faster growing nails? -Improvements in your complexion, such as smoother skin, clearer skin, a reduction in the oiliness or dryness of your skin, or just an overall healthier glow? -An improvement in regularity (bowel movements)? -An improvement in your general sense of well-being

Host Coaching. The Toolbox Way! Research shows that 80% of your Party Success comes from effective Host Coaching.

Host Coaching. The Toolbox Way! Research shows that 80% of your Party Success comes from effective Host Coaching. Host Coaching Research shows that 80% of your Party Success comes from effective Host Coaching. Sep2014 - Host Coaching The Toolbox Way - Version 3 Email: Notes: Notes: Email: Address: Notes: AT PARTY