Welcome to your Customer Care Training!
Customers are the foundation of your business!! The goal is not to just have customers but to create Raving Fans!
The key to building trust with your customers is continually serving them. To set up a system for success, set aside 30 minutes everyday to complete small Customer Care tasks like follow up, thank you cards, subscription checks, etc.- it seems like a lot but it takes minutes!
START HERE!
Connect Your Customer to Third Party Validation
If your customer has Facebook, make sure they are added to our team customer and guest page! You have to be friends on FB to add them to the customer group (please reach out to your support team for the link). Once you have added them to our group, let your enroller & support team MC2 (Managing Consultant 2)
or higher know so they can immediately approve them! This step is crucial. Once they have been approved, message your customer and tell them to click 'JOIN' in the group so they can see all your tags specific to them. If they are not approved prior to clicking Join, they won't see the posts you've tagged them on! Try to do these steps asap! Remember to tag them on all pinned posts and tag them on anything specific to them! This is about THEM! Your customers will experience ongoing education, testimonies and get heads up on sales! This is where BELIEF is BUILT!
Customer Communication: Preferences, Orders & Sharing
Customer Preferences
Ask your customer what form of communication they prefer for future correspondence.
Make note of how your customers prefer to correspond with you under their contact name, the notes app or on the customer tracker sheet (ie: texting, emailing, messenger, etc.).
Communication About Orders
Ask you customer to let you know the moment they receive their products!!
This is another “touch point” to help build belief and have FUN building your relationship with them. When they message you, celebrate!!! ie. "SO excited for you!!!!". Remind them to never miss a day of their products!
Customer Story Sharing
We encourage doing a 3-way call if a customer has a question. Use the "3-Way Call Outline".
If you did a 3 way chat with your customer, keep it in motion. When your customer has a story to share, share it in the 3rd party chat so the 3rd party person can celebrate as well. Please ask your customer to share their story in the customer page to bless more people! When people comment on their story, they'll feel great knowing they made a difference! Many customers upgrade to consultants when being part of the community! Blessing others is the best!
Exceptional service isn't just what we do, it's who we are. Your customers satisfaction is your success.
The Customer Welcome Email:
Let The Customer Know You Will Be Sending Them an Email
How to use the Customer Welcome Email:
Download the document and copy and paste the verbiage into an email.
Add in their Customer ID #, the password if you set up their account for them and the date that their next shipment will be sent.
Be sure to also attach the Health Evaluation Checklist. This checklist gives them a baseline of where they are before starting their products! So important because many times we can forget how we felt before we started feeling better!
Have them print 2 copies and fill out one copy now. Save the second copy to complete 2-3 months after they’ve been using the products and compare.
Let your customer know you have sent the welcome email and to be on the lookout for it.
After you have done this, tell them you will be sending them a quick 1-minute video to show them exatly how to navigate their customer site. Here is a link to download the video and save it to your phone so you always have it and it builds trust. Video
Send a THANK YOU card!
Here's how to keep blessing your customers with something truly incredible and unique, service with YOU!
Always, send a thank you text, hand written card, email, DM, etc. Use your own words to express your genuine gratitude for trusting you.
Ex: Thank you for trusting me and spending your money here. I know you could spend your money in a lot of other places.
Give the gift of a sample with their order or thank you note. The sample should be something easy, like a couple different flavors of Axio or a caffeinated and decaf if they didn't order AXIO.
When gifting a sample do the following:
Explain what the product is, its benefits and WHY you thought of them. Don’t sample something that takes several weeks to feel the difference like Protandim.
Don't sample expensive and large items like an entire hair care system.
Good sample to give are: one bottle of collagen for the taste or an Axio packet.
Pro Tip: If you gave AXIO as a sample, send the Brain Mapping Video with Dr. Fannin on AXIO.
The Fortune Is In The Follow-Up
Customers are your warmest leads for future consultants. Your follow up matters!!! If you take good care of them, they are that much more likely to refer to you!
Follow up!
Whether you write it in your calendar or make an alert in your online calendar, once you know they have started their products, follow up after 1 week. Creating a simple system in your daily routine will ensure you are successful!
As soon as they order, create a event in your calendar to follow up with them in one week. Make sure you record what they ordered and set an alarm! Following up in the first week is huge because you want them to know you’re going to continue to nurture them and walk them through this.
Some great questions to ask in this first follow up are:
Do they have any questions?
How are they feeling so far?
Ask about any samples you sent and if they have used them yet.
If not, instruct and encourage them how to us them.
Here's an example of what you might say: "I know you probably received your product by now. I wanted to follow up and see how your feeling and if you’ve tried it and if you’ve any questions."
Follow up weekly in the first month!
Create events to check up on them every 3 to 5 days for the first month. Ask if they have any questions and what they have noticed. This gives your the opportunity to answer any questions or get the answer (if you don't know) and follow up with them, again.
If you’re present, they’ll be more willing to stay on the product when they’re experiencing uncomfortable healing within their body.
If they haven’t felt anything yet, remind them it's early! Keep going! So excited for them! Remind them of the science of the product.
Here's some examples of what your calendar event might look like:
Check on Jane Doe on the Essentials and her 3rd week on the Collagen.
Check on Bob Doe’s subscription on hair care - he ordered last month, does he need it again this month?
This is a great time to invite them to an online presentation to learn more about the products. Consider tagging them on another post or two in the customer page that will encourage them to keep going, have hope, and be excited! This might seem like a lot but a little effort up front builds trust and nurtures a life-long customer.
Follow up monthly!
Again, create event in your calendar or find a system that works well for you to remember to follow up, monthly. Your follow ups at this point don’t always have to be about LifeVantage. Check in on their family, celebrate a post they made, tell them you were thinking about them and hope they have a great day.
Checking On Customer Subscriptions
Check on Your Customer Subscription: After the last subscription has run on the 25th, go through your customers and make sure all subscriptions have run for the month. Many times, if it didn’t go out it may simply be that they need to update their credit card.An easy follow up for that is: “I saw your subscription didn’t go out this month. I wanted to follow up with you because most of the time this will happen if the credit card on file needs updating. We can't have you to run out of product! I'm here to help!!”
Specials and Sales
Tell Your Customers about Specials or Sales
When specials or sales are happening, reach out to them personally and let them know it’s coming. Let them know that these moments become a great time to try some new products and stock up!
Pro Tip: Create carts and send it to customers/potential customers when they say they want to order. We're all busy and if you leave it to them they might get confused or distracted
.
Customer Testimonials and Referrals
The Testimonial
As you continue to check in on your customers, when that moment happens that they share a testimony of how the products have helped them, CELEBRATE with them! A great way to remind them where they started is to have them fill out the Health Evaluation Checklist again and compare it to the first one. Encourage them to write up their story and put it in our customer page to help others!
Referrals
Take this opportunity to ask for some referrals as well. Who do they know that could also benefit from the products? This conversation might lead to them wanting to share with their friends themselves and upgrading to consultant! The little customer care reminders and follow ups are how you maintain customers and get referrals. If you’re taking care of them, they’ll trust you to take care of they’re loved one!
Be The CEO of Your Business
Check your APP for who has an order coming up, who’s order just shipped, who’s credit card didn’t process.
Create or update the customer's monthly event in your calendar with the details of their account.
Here are some examples of what you might say:
"I noticed you have an order that’s coming up, is there anything you’d like to change? Or anything you’d like to add?
"I didn’t know if you were aware that your credit card didn’t go through, Do you need help with fixing that?"
Once you have checked up on them, move the event one month ahead with any additional notes that need to be made.
Build the customer relationship in conversations and events, outside of LifeVantage and products.
Pro Tip: Put notes in your calendar to check and text your customers before their subscription order goes through.
What you get by achieving your goals is not as important as what you become by achieving your goals.
DON'T FORGET
THE LIFEVANTAGE APP
SHARE PRODUCTS &
GROW YOUR BUSINESS
HAVE MORE QUESTIONS?
Please connect with the person who enrolled you or 3 people in your support team! Whoever is free in that moment will respond to you the fastest! Plus extra input for you!
PROPER DISCLOSURES:
This website and it’s statements have not been evaluated by the Food and Drug Administration. These products are not intended to diagnose, treat, cure or prevent any disease.
The Distributor sales earnings disclosed are potential gross earnings and not net of other business expenses and not necessarily representative of the actual income, if any, that a Distributor can or will earn through the LifeVantage Sales Compensation Plan. A Distributor’s earnings will depend on individual diligence, work effort and market conditions. LifeVantage does not guarantee any income or rank success. See the LifeVantage Average Annual Earnings Disclosure for detailed earnings information per rank.This website is owned and operated by Independent LifeVantage Distributors.