All articles are free to use as long as you keep the author bio intact and provide a live link to the Thriving Candle Business website

How May I Help You?

Whether or not you are a fan of the Notre Dame Fighting Irish, everyone should add ‘Attend a Notre Dame Football game’ to their bucket list.  It truly is an experience like no other.  And, as the above title suggests, there are also some direct sales lessons that can be learned from a trip to Notre Dame.

First it’s important to understand a bit about the Notre Dame Usher program. I’ll give you examples of their outstanding customer service, then hopefully you can transfer this knowledge to your own direct sales business.

Notre Dame has almost 900 ushers who work each game.  They each know they are Ambassadors to the University.  They represent a one of a kind institution and must reflect that at all times.  One thing you will hear over and over is “Welcome to Notre Dame” “Welcome to Notre Dame” “Welcome to Notre Dame”. No substitute will do.  Ushers are required to welcome anyone who comes across their path. Saying nothing is as bad as just saying “Hi or Hello.”  It’s “Welcome to Notre Dame”.  The first time guests are pleasantly surprised and the return guests have come to expect it.

Also, another term you will hear repeatedly is “How may I help you?”  Not, “Do you need any help?” and not  “Let me know if you need any help?”  “Do you know where you’re going?’ is totally unacceptable – it implies the guest is an imbecile.  Instead, “How may I help you?” is stating the fact that I am here to help you; or that “There must be something that I can do to make your visit more enjoyable.” Under no circumstances must a guest need to ever ask an usher, “Can you help me?”  The usher should have already inquired as to HOW he/she can help.

Another prohibited response is, “I don’t know.”  Rather, it’s “Let me find someone who can help.”  And at that point, the usher would walk with the guest to another usher who will have the correct response.  “That man in the white hat will know” is also something you should never experience at Notre Dame.  “Let me find someone who can help.”

It’s quite simple actually – “Welcome to Notre Dame.  How may I help?” – two small sentences that speak volumes and are so very important to the Notre Dame mystique.  Paying attention to these powerful details is one of the reasons that even visiting team guests who have blatant disdain for the Fighting Irish, will send letters and post online about how they were pleasantly surprised and impressed at the hospitality shown to them during their stay in South Bend.

If you’re interested in learning more about the Notre Dame Ushers, read Ode to the Ushers

How can you use this little illustration in your direct sales business?

• Do your new (and even veteran) team members really feel welcomed on your team?  Or do they feel like they’re just a residual income to you?

• Do your customers feel like they receive added value from purchasing through you?  Or do they get the impression that you are you only interested in the sale?  Is there anything you do or say to your customers that would encourage them to return again to “your campus”?  Or are they likely to invest their hard earned dollars elsewhere?

• Do you anticipate needs before they arise?

• Do you respond, “I don’t know?” (Or worse yet, don’t respond at all?)  Or do you say, “I’m not sure, let me find out and I’ll get back to you”?  It’s really ok not to have all the answers.  It’s not ok, however, to not help find solutions when problems arise.

Starting right this moment, decide to run your business in the same way that the Ambassadors to Notre Dame treat all home game days.  Let me know the results, I’d love to hear how this slight change is affecting your bottom line!

By the way, this year’s annual Notre Dame Blue/Gold intrasquad scrimmage is on April 24, 2010. Will I see you there?

GO IRISH!

If you have not seen the movie, “Because of Winn-Dixie” I highly recommend that you rent it soon.  It’s a great family movie about a young girl who finds a dog when she visits Winn Dixie to do grocery shopping for her father, who is the pastor in the small town in which she lives. This movie deals with love, forgiveness, and the importance of friendship. Together, Opal and Winn Dixie befriend many lonely residents of the small Florida town, and find that their lives are enriched, in addition to improving the lives of the lonely people in this town. This movie involves examples of forgiveness, and concern for others. This is because both movies involve an animal helping a child become friends with many people in a small town.

Opal was tenacious when she wanted to keep the dog, Winn-Dixie. She faced much rejection and challenges, yet she refused to take No for an answer. Her father repeatedly said that she could not have a dog living in the trailer and the landlord also didn’t want the dog and said it had to go to the pound.  This little ten-year-old girl knew the meaning of the phrase, “No means no for now, not no forever.”  She believed in her quest so much that she wasn’t going to stop until she received the favorable response she was looking for.

Are you like Opal in your business?  Or after a few people tell you No, do you retreat and give up?  If you’re told no because xyz, do you look for a solution? Or do you withdraw and give up?

The neighborhood children thought Miss Grace Dump was a witch.  They were afraid to approach her.  Though Opal inadvertently landed on her property, she quickly realized Grace was not a witch and further took the time to get to know her.  They became good friends.  Otis was also an outcast with a troubled past.  That didn’t stop Opal from seeing the man he is today.  She listened to what he had to say and included him in aspects of her life.

What about you? Do you tend to prejudge people based on what you hear or are led to believe?  If you find yourself thinking, “Oh, she wouldn’t be interested in (candles, jewelry, hosting a party, signing up, etc.)” then perhaps you’re not giving the “Otis’ and Graces” in your life an opportunity to share in something wonderful.

When Winn-Dixie ran away, Opal and her father looked all over for him.  After a time, her father suggested that they stop looking.  Again, Opal refused to take no for an answer. She was not going to give up her dog.  Repeatedly, she proved that she was not a quitter.

When the going gets tough do you get going?  Or do you allow the challenges and rejection to defeat you?

Rent the movie, make some popcorn and reflect on your own business.  Because of Winn-Dixie is a feel-good movie that is sure to encourage.

Whatever you do, do not – repeat: do not take the summer off from your direct sales  business.  True things do tend to slow down a bit during summer months, but that is all the more reason to make sure you keep working your business.  Otherwise you will have a non-existent paycheck during those months and your fall sales will not be set up to succeed.

Below are some summer suggestions from experienced direct sellers to help get you through the lean months.

Shelly Hill with Tupperware – “Here is something I am doing in June. I am holding a Summer BBQ and Pool Party and having 3 other DS Consultants come over. All 4 of us are providing the food and refreshments and inviting our local customer base to the party. We are making it a family event. To get the parents here for our demo party…we are having some face painting, swimming and crafts for the kids and have lined up some “folks” to help with that aka keeping the kids busy while we do our mini product demos. Each of us gets 20 minutes to do a demo but our tables will be out for the entire 3 hours.”

Susan Graves with Mia Bella – “Think about all the parades and festivals in the summer. It’s a great time to get out and hand out business cards, pens/pencils with your contact information.”

Catherine James with Jordan Essentials – “One of the things that I’m doing is participating in a JE “Multi-Hostess” Jordan Essentials party, with several JE reps getting together to do a “Bingo” party.”

Cindy Phillips with Sweets ‘n Gifts – “The absolutely one thing you cannot do is to take the summer off to be with your kids. So many moms seem to do that then wonder why they have no business in the fall. Schedule some time at least weekly if not daily that you will spend on business.

Robin Nessel with Thirty One – “Summer is also a great time to showcase your products wherever you go. Ex: TW – how many cookouts, family gatherings, neighborhood picnics, etc will you be at this summer? Great way to showcase your products at the same time as you are out having a great time.  PC – same thing; health & beauty – a lot of products have natural sunscreens, skin protectors, etc; jewelry – great way to spruce up your shorts and tees; my company – great totes for beach, pool, kids camp, grocery store; keeping those cold/frozen items from melting on the way home, carrying them to/from the get-togethers.  You don’t have to have a lot of parties in the summer to showcase your products and book up your fall.”

Laurie Ayers with Scentsy – “Brainstorm with your team members, especially those who are on the brink of “panic and quit” mode. Think outside of the box and open new veins where people have never previously heard of you. If you’re strictly an online marketer, consider doing some offline advertising and vice versa.”

Hopefully the above suggestions have given you something to think about.  Direct sales is a business where you constantly need to plant seeds so that you will have a harvest later.

All the flowers of the future are in the seeds of today.

Ethics and morality used to be used interchangeable in business.  I do not believe this can or should be the current practice.  Many businesses, including the DSA – Direct Sales Association have defined a Code of Ethics. Those business ethics basically say be forthcoming and not deceptive, don’t use false claims, etc.; pretty cut and dry stuff.

Yet when it comes to morality in business, some would argue that definition to be a bit subjective.  But is it?  Shouldn’t we all have a general sense of right and wrong?  Or is it a matter of what’s right to one independent sales consultant would be highly taboo to another?  If it’s not exactly illegal by company policies and procedures, does that mean anything goes in independent sales?

It’s a dog eat dog world. Desperate times call for desperate measures.  It’s a cut-throat economy out there.  True or False? First let’s take a look at what is meant by “cut-throat sales”.

According to one responder on Yahoo Answers: “If you work in a “cut throat sales” environment, it means that the reps are all either starving, lazy or greedy. They will “cut your throat” by stealing your customers/prospects the minute you turn your back.” The same responder continued, “If you have the stomach for it, you can make great money. If you have morals and ethics, you may get ulcers and stress – I did.”

Headlines of a Nov. 26, 2008 Newspaper read:  “The cut-throat Christmas: Stores in price-slash frenzy as battle for shoppers gets desperate.

Most of us would agree that Cut Throat Sales is much more than being keen and aggressive – it’s more about being desperate.   But does it work?

Some Direct Sales companies have a policy about territories.  It’s my understanding that Mary Kay Cosmetic independent consultants are required to ask potential customers if they already have a Mary Kay consultant.  If so, they must back off.  Other companies have a clause that reads something like:  No Territory Restrictions  – There are no exclusive territories granted to anyone.

Take this scenario for example:  A Direct Sales company consultant has a display set up in a local business to generate leads.  A consultant from the same company also happens to patronize this business; sees the display; and still tries to infiltrate the business and make those customers and employees her own customers.  Assuming there are no territory restrictions, is this practice acceptable or no?   What if the second consultant is from the same company but is on a different team?  Is that free enterprise or is that an immoral business practice?  Does your response change at all if both consultants are on the same team?

How do you feel about this second example:  A consultant attends an event and gives her direct sales products as a gift.  Other participants admire the item; yet the consultant who gave the gift merely responds, “I’m glad you like it.”  Then within the confines of this same conversation, another participant, who also happens to be a consultant with the same company, starts her own sales pitch in the middle of the event.  Morally wrong or all is fair in business?  Does it matter if both of these consultants are on the same team?

Here’s my feeling on both of these situations – take what you like and discard the rest:  They’re both wrong, no matter if the consultants are on the same team or not, but it makes it even more immoral if they happen to be on the same team.  In the first situation, if the second consultant didn’t think to request a display first, then she should move on to another business.  There are plenty of leads to go around without needing to be cut throat about it.

In the second scenario, I’m shocked and disgusted that someone would even under cut the first consultant who quietly gave the item as a gift.  The second consultant did nothing but create awkwardness and cause herself to look like a real buffoon.  The second consultant will self-destruct with that kind of desperate cut throat sales tactics.  It does not work and it’s just plain wrong.

Here’s the rub – anyone who doesn’t see these two above examples as immorality in business probably partakes in those kinds of activities. He or she likely sees cut throat sales as the only way to be successful.  My wager is that if there are temporary sales successes in this type of behavior, it’s short lived and the perpetrators will continually need to move on from company to company once bridges are burned and the self-implosion is finalized.

To those folks: I wish you well; you’re going to need it.  To those direct sales independent consultants who see something fundamentally wrong with this type of activity, try not to let the choices of others consume you and steal you of your joy.  Keep running your business with authenticity and integrity – you’ll soar among eagles!

Ever hear someone say, “I’m in a funk”?  I think we all get the idea of what that means when we hear it.  Basically that something isn’t quite right; nothing seems to be going well; in a slump, right?

How about keeping up with your blog? Your direct sales business?  Are those areas of your life in a funk, too?

Songwriter Steven Greenburg wrote the popular “Funkytown” when he became bored with Minneapolis and wanted to move to New York.   Some of the lyrics go: Well, I talk about it, Talk about it, Talk about it, Talk about it, Talk about, Talk about Talk about movin…”

The scenario below reminds me of Funkytown. I have had this conversation more than a few times over the years:

Downline:  Help! Help! I’m in a funk
Me:  Ok, tell me what you’ve been doing that isn’t working
DL:  I can’t get any parties booked and my sales are really down
Me:  What are you saying to potential hostesses?
DL:  “Do you want to have a party for me?”

Then we go into a conversation about how hostesses don’t do consultants favors.  The consultant has a fabulous product she wants to share and give others the opportunity to earn free items.  Actually the consultant is doing the hostess a favor.

Me:  What else are you doing for your business?
DL:  I’ve talked to everyone I know.
Me: What have you said?
DL:  Everyone is broke

Notice a pattern of evading my questions?

Me:  Have you called your past customers and hostesses recently?
DL:  I sent an email
Me:  Have you called your past customers and hostesses recently? Just let them know what the current specials are and tell them that you’re placing an order and can you get them anything.
DL:  Oh.

Then 3 months go by and the same consultant contacts me again:

Downline:  Help! Help! I’m in a funk
Me:  Ok, tell me what you’ve been doing that isn’t working since we last spoke
DL:  I’ve done everything you said and nothing works
Me:  Oh my! Everything?  Do you meet your goal of talking to three new people a day and give them a sample and catalog?  Have you called all of your past hostesses and customers?  Have you asked everyone you know, including family and friends for referrals?  Not for sales, but for referrals – either someone who likes candles (jewelry, gourmet food, etc.) or who may be interested in earning some extra income?  Have some you done sample test mailings with your catalogs and samples?  How many business cards have you given out this month?  Have you blogged regularly? How about writing some articles?  Did you read any books on search engine optimization?  Are you contributing to social networking such as Facebook, Twitter, LinkedIn and others?  Have you created or outsourced the design for an external website?  Did you try to get incoming links? Is the text on your replicated website current?  Have you approached businesses about setting up a display? Have you located and participated in any Vendor Events?  Have you attended any of the telecons, webinars or meetings?  Are you planning to go to convention or the regional training?  Do you have a decal or magnet on your car?  Have you approached any organizations about doing a fundraisers?  Have you done any target marketing?  Have you defined your niche?  Have you considered your unique selling proposition? Have you created any videos, slideshows or podcasts?   Do you carry your products and recruiting information with you everywhere you go? Either in your purse or available in the vehicle? Have you offered any contest prizes or donations to anyone?  How many samples have you handed out this month?  How much time a week do you spend on your business? Have you phoned anyone within the last three months for help or accountability?  Have you written down your short and long term goals?  Do you have a vision board? Are you working just your immediate geographic area or are you going nationwide in your effort?  Have you reread the manual and listened to all of the available training modules?

Mercy, you’ve done ALL OF THAT, and you’re still in a funk? Eek.  Have you considered that perhaps Direct Sales isn’t for you if you’ve done everything listed above and still can’t get one sale?

Okay, yes perhaps there is a little sarcasm there and no, I would never barrage a downline member like that. Well not all at once anyway! And I’d do it nicely while offering support.

I think you get the point.  If your business truly is in a funk, try some of the suggestions above.  You should be able to see some improvement.  Or if you keep saying that “you’re in a funk” but cannot honestly say that you’ve done EVERYTHING, then it’s time to step out of your comfort zone and get out of Funkytown!

Don’t just talk about it, Talk about it, Talk about it, Talk about it, Talk about, Talk about Talk about movin…  Instead actually GET Movin!

About the Author:  Laurie Ayers has been in direct sales for over two decades.  She is currently a Superstar Director with Scentsy Flameless Candles.  She enjoys working with others who are interested in starting a candle business.  You can find her at http://la.Scentsy.us and http://www.ThrivingCandleBusiness.com