It’s one thing to get a customer but it’s another to get that customer to stay and make continuous purchases. Unfortunately many network marketers see a significant retention drop off after that first product purchase. Why? I believe it’s because they are so focused on selling that flagship product and they forget that there’s more to offer. When you think of any company, there’s a product that first comes to mind. For Beachbody, it might be workouts or Shakeology. For Plexus Worldwide, it’s Triplex. For Young Living, it’s a starter kit. This is true for non-MLMs too. It’s natural for a company to hone in on one or a few products and the rest are supplemental. Sometimes they offer extra perks when a distributor sells that flagship product. However, there’s a huge opportunity network marketers are missing.
Don’t overlook lower priced products
Customer retention doesn’t have to mean purchasing the same products over and over, it means being a repeat customer. Because that flagship product is typically at a higher price point, price might hold someone back from re-purchasing. This is an ideal time to introduce your customer to other products in your lineup. Create a list of items $40 or less. Pick one or two that fits your customer best and make them aware of these options.
Improving the customer’s initial experience
The customer’s experience with that first product(s) will dictate their feelings about working with you/the company in the future. You really want to make sure they are having a great experience with it. Here are a few ideas to let them know you value them and ensure the product isn’t collecting dust on the shelf.
- On the day they purchase, ask them what their preferred contact method is: text, email, social media messenger, etc.
- Send a “thank you” card in the mail within one week of their purchase. You can add a sample in with it if you have one on hand (optional). If you have the ability to use promo codes, you could add that too.
- Within one week of them receiving their order, check in with them using their preferred contact method. Confirm that they received the package and send a resource to help get started.
- Add the customer to a community, like a Facebook group, where they can continue to learn and connect with others using the same products.
- Check in with them 2-3 times per week to ask how their experience is going.
What if the customer doesn’t love their purchase?
While we hope this isn’t the case, it can happen from time to time. It doesn’t have to mean game-over. It simply means you have the opportunity to let your customer service shine. Make them aware of how to do a return or exchange and ask questions. Even if you are offended and think they are crazy, don’t show it! Understand why they didn’t like it so you can make a different recommendation
At the end of the day, think about how you would want to be treated as a new customer. Think about a bad customer experience you had and how you would have handled it differently. Think about a good customer experience and what made it great. It starts with you!