CUSTOMER CARE & RETENTION
The most important people in your business
are Your Customers
Developing a great relationship
with each customer based on their unique needs will
go a long way to making you successful in this
business. As a bonus, when you make other
people happy, you make yourself happy.
Juice Plus+ will be at the top of
your customer's mind when it comes to nutrition and
dietary supplementation if they are having a good
experience, not only with the product, but with the
company; and YOU are the "Juice Plus+
Representative" in every way, and your first responsibility to them is
Customer Care.
 To delight your customers and optimize their Juice
Plus+ experience, make it all about them and what
they want: meet their need.
Ask
questions when prospecting to firstly find out
about the other person and through that find out
if they have a problem you may be able to solve
with Juice Plus+. Make sure you answer or promise
to answer ALL of their
questions (then get back to them).
Listen;
most people crave the opportunity to be truly
heard and they will appreciate it. Provide
new customers with the benefits of the
JP+ Children's
Health Study and the
Juice Plus+
Effect (see below). Ask them if either or both of these options would suit them. These programs
provide complimentary product, enhance their
experience, and increase customer retention.
Juice Plus+ Habit
Your
'job' is to assist your new customers to develop
their daily Juice Plus+ habit. Ask them
how often they would like to be reminded to take
their JP+ over the first few weeks - and how?
Email, phone, facebook, text,... Ask them
to let you know when they are in their habit so
you can reduce the frequency of contact (most
customers respond to text messages as reminders).
Remember how long it took you to get into
the habit! Provide
on-going education to customers regarding the
benefits of eating fruits and vegetables and
taking Juice Plus+. Invite them to
Wellness
Presentations, Prevention Plus+ Seminars and other
Events (pick them up to make sure they come), send
regular emails with articles on health, nutrition
and Juice Plus+ news (your customer will receive NSA's 7 emails
during their first 100 days). Try guiding them (over the
phone or in person) through your juiceplus.com
website, watching the videos and health
professional video clips that most interest them,
and asking them good questions. Call
your customers to see how they are doing. These calls provide extra opportunities for contact and
to maintain/develop your relationship,
establishing you more and more as their "partner
in healthy living and prevention".
Once
you have developed a great relationship and your
customers are having a good experience with Juice
Plus+, many will start giving you referrals; this
may be as soon as when you conduct the
Juice Plus+ Effect
Survey after their first 3
months. Talk to them about our "Friends & Family"
way to offset the cost of their Juice Plus+, about
the full business opportunity, or being a
'referral partner' (you sharing the profit from
new customers with them as a 'thank-you'). A
professional and diligent approach to your customer
care is sure to delight them and retain the vast
majority of your customers, because of the
relationship with you and the resulting relationship
with, and loyalty to, Juice Plus+. Phone Calls
There is no substitute for personal contact, so a phone call every month or
two works wonders. Your objective is to create not just a "customer for life" but a "raving fan"
for Juice Plus+.
NSA's "Virtual Tracking"
emails remind you and suggesting a great approach - there is none
better.
Your Preferred Customer Genealogy Report is emailed to you
monthly - use this valuable tool to ensure the best possible care for your customers. Train your team to do it
too.
The Next Box
If we
don't let our current customers know when a new box if going to be
shipped, we run the risk of cancellations. Why work so hard to get a
customer, only to let them slip through your fingers? If you are
losing customers steadily, check out this easy system for customer
follow-up and retention.
First, in your Virtual Office, click on 'My Customers'.
In the drop down box click 'Customer Search' and 'Follow-up', then
scroll down to the bottom and click 'Run Report'. You will see a list
of all your customers in the order that they became your customers. If
you click on 'Next Ship Date', your customers will be listed according
to their shipping date. Click on 'Submit Report Format' and 'Print'
and you will have a printed list of your customers, listed according to
next ship date. Easy.
You can let your customers know by phone or email when
they are due to be shipped a box and make any changes when needed. You
will save time and money by keeping your customers happy. Also, please
note that a ship date that falls on a weekend will be shipped on
Friday.
The Value of Juice Plus+
It's tremendously important that the true
Value of Juice Plus+ is established in your
customer's mind during the first 4 months. Use the ideas and documents
there to help with this. At the end of 4 months, if they don't
understand that the value of Juice Plus+ far exceeds the cost, they
will not continue; that will be a loss to them and to you!
The Juice Plus+ Effect
After 90 - 100 days on Juice Plus+, ask
your customers to complete the Juice Plus+ Effect
Survey to secure their free product. Use this sample
email.
The Juice Plus+ Effect is powerful, yet
incredibly simple:
1. You can attract new customers by offering the free product
incentive at the point of sale. It’s easy; there’s no paperwork to fill
out and no forms to sign. You can also alert them to the free product
opportunity when you call during their fourth month. Once your new customer is signed up, utilize your Virtual
Office Calendar and set a reminder to follow up at the end of 90 days. You might consider giving them a copy of the Juice
Plus+ Guide to Better Health so that he/she can learn more about
Juice Plus+ Vineyard Blend and Juice Plus+ Complete in the meantime.
2. After 90 days on Juice Plus+, ask
your customers to complete the Juice Plus+ Effect
Survey to secure their free product. Use this sample
email.
3. Reinforce your new customer’s commitment to Juice Plus+
by walking them through a brief wellness survey at the end of their
first 90 days. Have your customer select his/her choice of a free
two-month supply of Juice Plus+ Vineyard Blend or 2 cans of Juice Plus+ Complete. The
Survey is available on your Virtual Office under Tools/Juice Plus+
Materials/Juice Plus+ Effect.
4. Submit the survey to the home office. The contact
information is provided on the survey.
5. Follow up with your customer and make sure they
received their second carton of Juice Plus+ and their
free product. As with any order, your Virtual Office provides
you with a “10 days to next shipment” alert on your homepage. This
alert is a great way to help you keep track of your customer’s
shipments. Note: there is $5 donation taken out of your commission
for the free product the customer receives. However, since the free
product will ensure more customers stay on Juice Plus+ and many will buy more of the free product when it runs
out, this is more
than offset by the continued business from this customer.
Creating Raving Fans •
Virtual Franchise Owner's Manual Chapter 8 •
Asking For Referrals
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