I had an interesting experience recently. I joined a new multi-level company. Don’t worry, this is not about recruiting you – but I do want to share a very positive Customer Care experience. I am currently a member of three other multi-level companies. Why you ask? It’s simple, I like their products. By signing up with the company I get the wholesale price – and an occasional bonus. But mostly my choices are product driven.
What I’m writing about today is not the products, but the personal touch I’ve received. My direct upline is a friend, so I wasn’t surprised by her care to make sure that my sign-up and first order went smoothly. She stayed on the phone with me start to finish to be sure I didn’t run into any technical problems and to answer product questions for me. That was very helpful and made the process easy and hassle free.
But what ***really*** blew me out of the water was about an hour after my sign-up / order process was completed, my friend called me back. This time she had our upline Diamonds on the phone with her! They wanted to welcome me to the company, answer any questions I may have and generally let me know that they were there to support me in any way they could. Now I had made it clear to my friend that I was not signing up to “build a business”, but for personal use, so I’m sure she passed that on to the Diamonds. But they made the call to me anyway. Wow! That is Customer Service. That is Customer Care! In the other multi-level companies I belong too, I’ve never had this kind of contact. I doubt my upline Diamonds know me as more than a (possible) name on a report – if at all.
This reminds me of a recent conversation I had with a local businessman I know. He was telling me about his auto mechanic. Not only is the mechanic a good mechanic – but 3 days after any service work he does he calls, to make sure everything is running the way it’s supposed to be. That’s a also a Wow!
How much time out of our day does reaching out to our clients and customers take – verses the value of that follow-up with them??? I say there is no dollar value you can assign to it. But one statistic I’ve seen says it costs 5 times as much to find a new customer as it does to keep an existing customer? Where are you spending your money?