arriving at a place of unconscious competence as a steady Melaleuca shopper. To this end, let me suggest three key steps to take with every newly-enrolled shopper, whether they identify as a category 1, 2, or 3 customer. Step 1: Help your newly-enrolled customer to place their first order Shopping on the Melaleuca website is easy, and can be done from any smartphone, but how will any new customer become exposed to every aisle of the Melaleuca store on their own? Once the enrolment process is completed, immediately help your newly-enrolled customer to setup their website username and password. Then briefly walk them through the various product categories and subcategories online, filling their shopping cart with them. Stay with them as they enter their payment details and place their first order. If you are not physically with them, stay with them on the phone or web conference until this step is completed. If they are not ready to commit the order immediately, help them fill up their shopping cart so that they know what to buy in a few days. If your new customer does not want to purchase a Home Conversion or Value Pack, here are a few products that I would always recommend to anyone and everyone, regardless of their age or circumstances: These five products alone would constitute a 36 product point order, and they only scratch the surface of what is available to them at Melaleuca! If they are genuinely struggling to know what to include in their first purchase, share your favourite products and do not hesitate to use the new digital Which Products form. It will offer tremendous insights into the sort of products they should purchase in their first few months. If you are looking to go above and beyond with your new customer, ask if you can return to their home in a few days to help them unpack and begin using their first Melaleuca products. You and they will learn a lot by going through this exercise. “Learn to Earn keeps new customers engaged past that initial three months while they are getting used to new products.” Senior Director 2 - Karen Buttery 1. Vitality Multivitamin & Mineral 2. Lemon Brite hand dishwashing 3. MelaPower 6x laundry detergent 4. Tough & Tender 12x all-purpose cleaner and a re-usable mixing spray bottle 5. Renew Skin Therapy
What do I do with my newly- enrolled Customer?
By Peter Lamb GENERAL MANAGER
We talk a lot at Melaleuca about the 7 Critical Activities that will enable anyone to build a successful business to last a lifetime, and each of the seven activities is indeed important as we set out to share Melaleuca’s great products with new customers each month. In my opinion, one of the most critical of all business-building activities does not even have a proper number of its own. It takes place shortly after #3 Share Melaeuca: an Overview , but before #4 Hold Strategy Sessions . What is this activity? It is the proper welcoming, educating, and assisting of new customers as they begin their own shopping experience at Melaleuca. Given a proper Melaleuca Overview, a newly-enrolled customer ought to be very eager to begin their customer journey, but we must recognise that it is indeed a journey. Remembering back to the point at which you enrolled and began shopping at Melaleuca will offer some helpful appreciation for their situation. Do you remember how overwhelmed you were with new information, and how little you knew about Melaleuca’s actual products? Let us not forget that every newly-enrolled customer at Melaleuca is arriving with decades of experiences, habits, and preferences around the products they regularly buy and use. At Melaleuca, we know that we have hundreds of exceptional products at reasonable prices that offer safer, cleaner, and healthier alternatives to their typical purchases! Our objective, then, is to guide every new customer from a state of unconscious incompetence through various stages of competence, ultimately
6 SEPTEMBER I OCTOBER 2019 | MELALEUCA.COM
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