Why You Need to Ensure Satisfaction from Your Consumers and MLM Down Line Members
Bottom line, once you make a sale in network marketing, you need to ensure your consumer is happy from their decision of buying from you. Once you sign up a new distributor under you in your down line, you need to ensure the new network marketer is happy from their decision of being under your team. If you own a small business, these same rules apply.
For let me tell you this, if you don’t ensure that customers and down line members are satisfied from doing business with you, you will not be in business very long. I can assure you that. You will be struggling to get a quick sale from everyone you come in contact with just to stay afloat. It’ll be like a container with holes in it that you’re trying to keep filled up but it quickly drains. You will fail before your business takes off guaranteed.
Most marketers and business owners strive to get a prospect to buy. Once they buy, they are done with them. Communicating with them is done. And when those same consumers try and call them for help on using the product, the phone goes to voicemail. Or the consumer doesn’t even get their product the time they were supposed to. They call, and same thing happens. Different scenario, a distributor signs up under someone else. They make an easy $150 off that sign up. When the down line member calls for help, no answer. And if there was an answer, an up line member will tell them to stick with pitching to the warm market, and doing the three-foot rule, then says goodbye and hangs up. Then when these people don’t have that many customers purchasing and down line members producing, and the expenses outweigh the income, they work harder to just find new people to sell their offerings to.
As a business owner or as a distributor, you need to be in constant contact with your consumers and/or with your down line. You need to answer their questions they have after they do business with you. You need to take initiative to call them to makes sure everything is ok. Lastly, you need to resolve any issues they’re having as a result of buying from you or being in your team. This will ensure these people stay with you, and you’ll get profits from existing purchasers. If you are not willing to take the time to keep consumers and down line members satisfied, leave the MLM industry and do not be a business owner period. Stick to an office job, and don’t apply for any type of customer service job either.
Let me give you one of my life experiences in this manner. Months ago I had a moment of dissatisfaction with a company who was not delivering my items I ordered from them. I kept calling them to ask for my refund (for they charged my card without ever shipping my package), and my calls weren’t being returned. When someone did get a hold of me they weren’t willing to try and help resolve the issue. Not going to name the company, but I will say this, it was the worst customer service experience I’ve witnessed ever in my life.
And companies have a voicemail message with part of it saying “Your call is very important to us.” If it were important they would call back. It took months to get my money back, and I got it back from a lady that worked with that company to create her MLM company’s marketing materials. She was dissatisfied with them, and she severed ties with them. This was a company with no structure for good customer service. This was a company with lack of communication. And this is something that may drive them out of business, for they lost my business forever, they lost that woman’s business forever, and they will lose other people’s business as well.
Remember bad word of mouth spreads a lot quicker that good word of mouth. For every person that is satisfied from your services and help, they will tell three people. For every person that’s dissatisfied from your lack help and services, they will tell 20+ people, and those people will tell others. And if they’re blogging about it and telling others on the Internet, best believe if you aren’t familiar with the meaning “viral,” you will for sure know about it then.
Let me give you an example of how the logistics company, Fed Ex, ensures customer satisfaction. Fed Ex pays $100 for every customer that’s upset and dissatisfied over his or her package shipments. No questions asked. Why is that? Because for example, if you keep a satisfied customer, and he’s paying $185 a week to ship packages out, $9,620 a year, $96,200 in ten years, and then he’s dissatisfied with one package, it’s better to pay that $100 and apologize for the situation rather than angry him more through remarks and lose the potential revenue off that one person alone.
Once network marketers and business owners realize that, they’ll look at providing customer/distributor satisfaction a lot differently. Since it’s untapped and rarely anyone worries about that, those who provide that first will come out on top.
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