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. How many of the following tips are you using or could you add to enhance the service you provide to your customers?

• When prospecting be mindful that you are already modeling our company and how the business works. Remember: customers and prospects will share good, but particularly bad, experience with others; their experience from day 1 will also influence the chance of them joining your team in future (at least 1 out of 10 happy customers will).

• 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 (then get back to them) ALL of their questions.

• 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+ (Fitness) Effect (see below). Ask them if either of these options (but not both) would suit them. These programs provide complimentary product, enhance their experience, and increase customer retention.

• 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 and certainly before their next box. 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".

• 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.

• Send 'thank you' cards and emails to loyal customers, an email or card on their birthday, even a small gift at Christmas, as thank-you's and to let them know you appreciate their business, but, even more, your relationship with them.

• 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').

• If a customer is determined to cancel, even after talking them through their options, thank them sincerely for their business at the end of the call. Always leave them feeling good about your relationship, leaving the door open for the future, and ask if you can keep them on your email list for interesting articles and news about health and nutrition.

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+.

New Customer Letter

Use one of these letters as a template for your first follow-up to welcome a new customer:

New Customer Letter      •      New Family Plan Customer Letter      •      New CHS Customer Letter

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.

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 Juice Plus+ Effect

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.

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!

Creating Raving Fans   •   Virtual Franchise Owner's Manual Chapter 8

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