Image courtesy of Jolante.

Newsletters are an excellent communication and marketing tool for your direct sales business. They help you connect with customers and prospects, provide value to readers, and keep customers up-to-date on promotions and product offerings. Some direct sales companies provide newsletters either by sending them directly to customers or making them available for consultants to send. If you are using a company provided newsletter, I recommend personalizing it as much as possible to make it more of a reflection of you.
 

If your company doesn’t provide a newsletter, create your own. Here are the steps to take to create one.

Step 1. Frequency: How often do you want to publish your newsletter? Remember each issue involves a few hours of preparation including creating the content. Establish a schedule you know you can keep up with. It is always easier to add supplemental issues or increase the frequency however decreasing the frequency can give a poor impression. Monthly or quarterly is probably a good place to start.

Step 2. Content: What is your newsletter going to be about? What are you going to include in your newsletter? Some newsletters have a single article and a promotion. Others have 3-5 articles and an equal amount of promotional content. What are your articles going to be about? Will you write them or will you hire a writer? Take a look at newsletters you like and consider why you like them. Consider what types of content will add value to your readers. What questions or problems do they have?

Step 3. Email or print: How are you going to distribute your newsletter? There are benefits to both. Email is very cost effective and instantaneous. Print is nice because it gives something tangible for customers to hold onto.

Step 4. Email Service: If you’re going to email your newsletter, consider paying for an email distribution and list management service. There are many available online. They offer newsletter templates, automatically manage the list subscriptions and unsubscribes, and enable you to create newsletters in advance and schedule them for future delivery. The price for services vary however many base their prices on the number of subscribers.

Recommended Resource
AWeber Autoresponder and Newsletter Service

Step 5. Subscribe Form: If offering an email newsletter, add a signup form on your website. This not only increases traffic and visitor value, it helps build a list of contacts and customers.

Step 6. Marketing: Let people know about your newsletter. Include a link to your subscription form in all email communications, signatures, and even consider adding it to your business card, brochure, and other marketing materials.

Step 7. Graphics: Graphics are a great way to make a newsletter visually interesting. Options include adding a logo or a header to each newsletter as well as including graphics, photos, and even charts within the newsletter. Stock photo sites are a good place to get started, however it is a good idea to make sure the reprint rights are available.

Newsletters are an excellent tool for connecting with and marketing to your customers and prospects on a regular basis. To make sure your newsletter is well-received, focus on providing quality content that will keep your readers interested and subscribed.

Image courtesy of robynejay.

Direct sellers, along with many others who are marketing their businesses online, have embraced social media to connect with customers and prospects. And many continue to market on the message boards and forums that they’ve participated in for years. These are venues I enjoy and have also used successfully to build my businesses.

While many people post using their real names, I still see quite a few people posting anonymously. It just doesn’t seem right to me. How can you be social anonymously?

I understand the reasons for posting with a company name or using a keyword for your username, but when you do that be sure to put your real name in your profile or sign your post with at least your first name. I find it awkward to say, “Hi CandleBiz” or “Nice to meet you, SilverBaubles.” I much prefer “Thanks for the information Susan.” On occasion I’ve decided not to respond to a Tweet or post when I don’t know someone’s name; I’ll move on to offer an answer or introduce myself to someone who uses their real name.

In person, offline, you wouldn’t introduce yourself as “Jewelry Inc.” It’s no different online. Your prospects want to get to know you. Business will follow.

What do you think?

This is the last post in this series on communication with customers and prospects: It All Adds Up To Great Customer Service.

Communication is the core component to providing top notch customer service. From the first moment a customer or prospect visits your website, meets you at a home sales party, or calls on the phone, until their last order is delivered, good communication is the best customer service.

It’s not too hard.
Providing great customer service is not difficult nor does it require a lot of effort. What good customer service requires is a belief in the philosophy that the business is dependent on the customers, and that their needs are important.

One of the most important customer service skills is the ability to understand and effectively respond to the customer’s needs and concerns. Excellent customer service starts by first taking the time to get to know the customer and her needs. Customers want to buy from businesses who demonstrate a sincere desire to help them with anything they need, and they are willing to pay for it. Yes, they want quality products to work. More importantly though, they want someone to provide good service and to care when something goes wrong.

Everything discussed thus far in this series leads up to this point. By following the communication tips you are essentially creating the manual for a customer service plan. Making the customers feel appreciated and listened to will keep them coming back for more and make team members loyal and hard-working.

Looking over this article it’s easy to sense a general theme. Communication is key!

Communication is the most important tool that a direct sales business has to establish, grow and maintain a customer base and productive team Communication is found in every aspect of business. In fact it is not just in every aspect of day to day operations; it is the core of them. We are never more than a click or number away from talking to someone about what is needed and how it is going to be provided.

Technology provides the necessary functions of phone and email. These tools are used daily to make first contacts, follow up, and provide ongoing updates.

With customers looking to get the best for their money, it behooves consultants to focus on continually evaluating and improving communication as needed. The tips in this series are a good starting point. Not only do they outline the importance of communication, but they create a basic protocol, that if followed, will help consultants firm up a strategy for customer and team communication and training.

Good communication can be one of the most important tools you have.

Missed the other communication tips? Here they are:
Tip one – Listen
Tip two – Email Etiquette
Bonus – Mailing List PLR
Tip three – Phone Etiquette
Tip Four – No One is Perfect

No matter how successful you and your company are, and no matter how well you communicate, mistakes and misunderstanding will happen. How you handle those times is probably the true measure of your communication and customer service skills. When things go amiss, placing blame is not productive, but it makes good business sense to take the time to review what went wrong and why.

There are going to be times the ‘why’ is because the business made an error. Never be afraid let your customer or team member know an error was made, and more importantly, that it is being corrected immediately. Communicating issues makes it clear that your customers are dealing with someone that recognizes mistakes and doesn’t try to cover them up. It isn’t the occasional error that will hurt your relationship. Mistakes happen. However, an attempted cover-up, denial, or lie will have negative and far-reaching consequences.

Other times the “why” will be because of a customer’s miscommunication or mistake. Whenever possible, apply the old adage, “The customer is always right.” Remember, even if it costs you a bit to correct their error, it’s can be far more costly to lose a good customer. Making the customer “right” doesn’t mean you have to pretend the error was your fault. A skillful consultant will listen to a customer and communicate the desire to fix the problem. Taking steps to rectify the situation without admitting fault or placing blame is great communication and customer service.

It can be difficult to deal with a customer or team member who is upset over an issue, but it’s the time when a professional, calm approach is most needed. Even if the customer becomes unreasonable and insulting stay focused on solving the problem. How you handle the whole situation can result in gaining one of your most loyal customers. Mishandle an upset customer and you’re likely to end up with a very vocal, unsatisfied ex-customer.

No matter what you do, there will be situations when there’s nothing you can do to please your customers or team. When you’ve exhausted all attempts, you’ll have to accept the consequences and move on. Exit with an apology, follow-up with one last offer, and let it go.

Always remember, no one is perfect. Admit your mistakes, forgive others’ mistakes, and let criticism roll of your back. You’ll be less stressed and more successful.

What’s the biggest mistake you or your customer made recently and how did you handle it?

Next in the series (later this week):
It All Adds Up To…
Subscribe to our email notifications so you won’t miss it.

Missed the other communication tips? Here they are:
Tip one – Listen
Tip two – Email Etiquette
Bonus – Mailing List PLR
Tip three – Phone Etiquette

In direct sales you are likely to have telephone contact with your customers fairly often, particularly if you regularly hold home sales parties. Many people still like the immediate response they get in a telephone conversation.

Talking on the phone is second nature to most of us, but making a plan for business phone calls can improve relations with your customers and prospects. Here are a few tips to make sure things go smoothly on the phone.

1. Minimize interruptions and background noise. If you have small children it can be challenging to find a quiet time to make phone calls, but it is worth the effort. If you have call waiting you might want to disable it before you call customers. Customers appreciate your undivided attention.

2. Stay focused and on topic. It’s easy for a conversation to go off track so make an effort to stay focused on the purpose of your call. Everyone is busy and while your customer will definitely appreciate the customer service, she will also appreciate taking care of business in a relatively short amount of time. Of course you also don’t want to seem like you’re cutting her off if she has additional questions or needs. Find the balance.

3. Follow-up. A follow-up email or postcard summarizing or confirming the conversation can keep misunderstandings to a minimum. It also shows customers that you really listened and understood their needs.

A little common courtesy and focused attention will make your customer feel important and appreciated, and help assure customer loyalty.

Next in the series (later this week):
No One is Perfect
Subscribe to our email notifications so you won’t miss it.

Missed the other communication tips? Here they are:
Tip one – Listen
Tip two – Email Etiquette
Bonus – Mailing List PLR

Do you have any tips to add? Leave them in a comment below. Thanks!

A good deal of business communication takes place through email, especially if you do business online. Customers and prospects will expect to be able to reach you by email and will expect a timely reply. Making the effort to deliver the business image you wish to portray will pay off in customer satisfaction.

Of course all of your email communication must comply with the law and your email service company’s terms of use, but also be aware of your customers’ perceptions of unsolicited email (spam). With so much spam already coming to our inboxes, people are intolerant of anything they define as spam, even it doesn’t meet the legal definition. Adhere to a privacy policy regarding contact information, always use permission based email marketing, and include opt out instructions in every mailing.

Written communication is more easily misinterpreted than face-to-face communication because all the non-verbal cues we use to communicate in person are missing in email. Choose your words carefully, use the appropriate tone, and use proper spelling and grammar to help make sure your meaning is clear.

One of the most common complaints about email communications is the lack of timely response. While it used to be acceptable to take up to three days to reply, now most people expect a response within a day. If you are unable to regularly respond within 24 hours, consider using an autoresponder to acknowledge receipt of email and to indicate when you expect to be able to respond. It might be wise to provide an alternate means of reaching you for more immediate response. To help reduce email inquiries provide an FAQ section on your website to answer the most commonly asked questions.

Another problem with email communication is that messages don’t always get through. Be certain that the filters you use and those used by your email service aren’t filtering out legitimate email. Additionally, avoid words and practices that trigger spam filters so that your messages aren’t blocked on the receiving end. Always ask for an alternate method of contacting customers and prospects, so if it becomes clear that your email isn’t getting through, you can still make contact.

Customers and prospects often may not even notice the extra effort taken to deliver the perfect email. But they will be quick to react negatively to errors and poorly written emails. Taking the time to carefully develop your email protocol will result in a more professional appearance, higher customer satisfaction, and better relationships with your team.

Resources:

• My favorite email spam filter is MailWasher Pro because it works really well, gives me a great deal of control, and adds an extra layer of protection by filtering email before it’s downloaded.
• My favorite autoresponder service is AWeber because it’s affordable, full-featured, and the company works diligently on deliverability.
• And my favorite email client is Mozilla Thunderbird because it’s easy to use and supports multiple email addresses.

Next in the series (in a few days):
Phone Etiquette
Subscribe to our email notifications so you won’t miss it.

Missed tip one? It’s here.

Communication is key to business success, especially in a relationship based business like direct sales. Effective communication will help you establish, grow, and maintain a customer base and a productive direct sales team.

Today’s savvy customers are looking to get the best products and services for their money. They have loads of information at their fingertips and can easily research companies and products. Your ability to communicate how you can meet their needs will determine whether or not they make that first purchase, and you must keep communicating to retain them as customers.

This is the first post in a short series about communicating in which we’ll talk about some of the many components of communication, and provide tips for effectively communicating with your customers and prospects.

Thinking about communication most likely brings to mind all the methods you use to provide information about your business and market it to customers and potential team members. But one of the first things to keep in mind when communicating is this:

Sometimes the best way to reach out to people is simply by listening to them. Customers and prospects will never be shy about expressing their needs and concerns. But often we spend so much time developing our information delivery strategy that we forget to really listed to what our customers have to say. It’s also important to remember that customer relationships are dynamic and needs and wants change.

Of course it’s important to follow a well developed sales and marketing approach, but an essential part of that strategy should involve regularly listening to what customers and prospects have to say. Good listening skills not only allow you to collect valuable information necessary to assist them and answer their needs, but it also demonstrates sensitivity and understanding.

“The best salespeople are great listeners – that’s how you find out what the buyer wants.”
~ Larry Wilson and Spencer Johnson, authors of
The One Minute Salesperson

Listening sets the tone for the rest of your communication. It will direct your efforts. By actively listening you’ll know the best way to communicate. Whether face-to-face or through email or phone, listening skills will foster the next steps in customer and team relations. This can not only help you fine tune your sales and marketing techniques, but it will also help to create long term relationships and increase visibility, referrals and market share.

Taking the time to improve listening skills and really paying attention to what customers and prospects are saying will improve customers satisfaction and team productivity. Perhaps we’d all be better communicators if we practiced what Greek philosopher Epictetus noted, “We have two ears and one mouth so that we can listen twice as much as we speak.”

Next in the series (later this week):
Email Etiquette
Subscribe to our email notifications so you won’t miss it.

This video from WebProNews.com includes another good argument for daily blog posting (meaningful posting that is).

Image courtesy of Search Engine People Blog.

This question has been on my mind quite a bit lately. How much online success is possible if you aren’t one of the movers and shakers? Can someone who isn’t usually among the first marketers to promote a new product or service or who isn’t using the latest tool make it in the fast paced online world?

Admittedly, I don’t have the answer, but I do have some thoughts. Please comment and let me know what you think.

Like everything else, I think the answer depends in part on your market. If you sell technology you better be up-to-date with the latest gadgets and gizmos every day. You probably aren’t going to be highly successful if you don’t know what an iPad is or if “Droid” brings to mind a movie robot. When most customers are in the market for a computer, T.V. or cell phone, they want the latest technology. If you can’t keep up with that demand, your customers will likely shop elsewhere.

But I know of a text-based website that sells fountain pens where you email the owner to reserve a pen, and then you send a check by snail mail. The company is well-known and highly recommended by pen aficionados. While I’m not an expert, I’d venture a guess that fountain pen technology doesn’t change very rapidly and there’s probably a viable market for older versions. So someone who sells pens can afford to take a little time to stock and market the latest pen.

In party plan companies, even through your company may update products regularly, the primary sales method really hasn’t changed that much. A home sales party today is based on many of the same techniques of the original Tupperware parties of the 1950s. Sure, companies have added online ordering, social networking, and other new marketing techniques and tools, but you can still be successful yourself, and train a profitable team, using the sales party as your primary marketing technique.

Another “old-fashioned” technique I think party plan consultants can use to a huge advantage is great customer service. With big box stores, self-checkout at the supermarket, online shopping, ATMs and telephone customer service, many people crave the personalized, individual attention they can get from a direct sales consultant. A great deal of success can be built from knowing your customer’s name and needs.

Are you a mover and shaker or are you succeeding at a slower pace? How important is it to be up-to-date on the latest tools and marketing methods? What other factors contribute to your point of view? Please leave your comments and questions.

I’m probably not a mover and shaker, but rather I tend to use and teach more of the “tried and true” methods of marketing and sales. But I also try to provide my audience with trusted resources for new tools or methods that I may not be up to speed on yet.

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When the first social networking sites started, only very few people used them. However, they’ve gained popularity because they are easy enough for anyone to use. While social networking sites offer more advanced options for the technically savvy user, anyone can learn the basics of these sites with very little time and training. But for many of us, using them to build your business may not seem so easy. The Social Networking Workbook shows you how to make the most of social networking.

Social networks are websites that let people join, find their friends, and share information with each other. Facebook and Twitter are two well-known social networking sites, and there are many others.

Like many people, you may already be using these sites to find friends and stay updated with them in real time. In much the same way, you can use these sites to connect with business partners and customers you already have, and to expand your business. However, successfully using social networking for business does require a different strategy.

The Social Networking Workbook walks you through the steps to take to get the most out of social networking for business. It’s written for the beginner, but if you’ve already tried social networking and feel like it’s a waste of time, the workbook can help you refocus and make the most of the time you spend social networking.

Claim your copy of the Social Networking Workbook for just $2. Also included is a handy checklist to help you stay organized and focused while you develop your successful social networking strategy.