Leadership in Action – AUNZ English – 201811

Retention and Growth

Create an Organisation That Cherishes Customers: Always give a full Melaleuca Overview. Build an ongoing relationship with each of your personal customers. Help new customers set up their shopping account and place their first order. Call customers after they receive their first order to share in the excitement and ask if they have any questions or concerns. Offer to help customers place their second or third orders so they can experience the breadth of the products. Contact your customers after new products are launched so they know to try them in their next order. Be sure to call a customer if he or she ever receives a Backup Order. Repeatedly thank them for being your customer. Brooke likes to send a thank-you note in the summer and a gift at Christmas. She’ll also follow up with a phone call to ask if they received the gift, thank them again, and ask for referrals. Emphasise the importance of customers with all business builders. Krista explains the relationship between long-term customers and residual income in every Strategy Session. Do frequent team trainings on following up with customers. LH

KW You have to take care of new customers. They’re very vulnerable. They don’t know why they should be shopping with us instead of a big-box store. So it’s our job—and we get paid more in the first three months to take care of them. Write a thank-you note, call them to make sure they got their first order. Make sure everything went well. Help them place their order, help them set up their account. Taking a little bit of time out of your life to take care of customers pays you forever. BP The fortune is in the follow-up, 100%. You cannot train enough on the follow-up because sometimes a new builder doesn’t know what to do. We’ve got to get that to duplicate quickly. If we’re having a big month, we talk about following up even more. The best time to do it is when you’ve got all these enrollments coming in. If I can teach each builder to take care of their customers, then that’s taking care of our whole team. KW It doesn’t take a lot of time if you just put in a little effort. It can change everything.

BP Happy customers make a strong business.

KW You can grow very fast and you can build a super- strong foundational business at the same time. Best of both worlds.

National Director 9 Brooke Paulin was Marketing Executive of the Year along with her husband Jason in 2013 and 2014. Before starting their Melaleuca business, she and Jason owned a gym, so she’s passionate about health and fitness. Brooke and Jason live in Louisiana with their five children.

National Director and 2017 + 2018 Marketing Executive of the Year Krista Wineinger hails from the small town of Humboldt, Iowa, where she and her husband Jordan are raising their two sons. A former social worker, Krista loves empowering others and enhancing lives.

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NOVEMBER 2018 | MELALEUCA.COM

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