Do Business Well

A term that is used increasingly in connection with sales is customer service. What is customer service? In a nutshell, it is providing the customer with products and services that match up to or exceed her expectations. It means offering products of a high standard of quality. It means caring about the customer, treating her well and going the extra mile in one’s efforts to provide complete satisfaction.

There is a good reason for placing emphasis on service. Leading companies worldwide are service providers. The fastest growing companies provide their customers with the greatest satisfaction and pleasure from their purchase. Not only from the product, but from the way in which the negotiations leading up to a sale are conducted.

Because network marketing is such a people-orientated business, you have this opportunity to provide excellent service again and again. You are talking to people and seeing them repeatedly. So everything you do, from the smile when you greet them to helping them take goods to the car, must be done willingly and with genuine pleasure. Their success is your success.

The term ‘customer service‘ is a composite term. It embraces the way in which the sales person treats the customer, phone calls are handled and any complaints are handled. It is not just a matter of people’s behaviour and attitudes but the total presentation of the business such as a clean, neat and attractive home office, products which are neatly displayed, documentation which is accurately filled in and complete, and distributors’ rebates being paid on time.

Because you want your networker to buy from you again and again, you should take every possible step to ensure she gets satisfaction from her purchase and has no reason to complain.

WHAT PRODUCT USERS AND NETWORKERS COMPLAIN ABOUT

Product users:

Product

• wrong merchandise delivered
• faulty merchandise
• order not complete;items missing
• goods not delivered on time as promised.

Networkers:

Promotion

• not advised of new promotion
• advertised line out of stock
• offers don’t match up to the promise
• hidden extras; the full story not told.

Price

• wrong price charged to customer
• misunderstand terms of deal
• errors in invoicing.

Place

• customer address not put through
• lack of courtesy and attention in thehome office
• customer kept waiting for service.

Here’s a final consideration: good customer service does not make your company stand out if all companies are offering the same level of service. What is required is exceptional service. For instance, a distributor collects goods but leaves part of her order behind. She lives 20 kilometres away but you get in your car and personally deliver the goods. Sure, you’ve made a loss on that deal, but you have created goodwill and loyalty. You’ve generated a customer who will not only tell others what you’ve done, but you have also won her as a loyal distributor for life.

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Offer superior service

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