Laurie Ayers
Superstar Director

Heidi Thompson, Scentsy President & Co-Owner

Article Topics

Over The Top Customer Service

I just returned from a quick getaway to Florida. The sunshine, sandals, shorts and sun were definitely a fabulous break from snow boots and shovels; though the most enjoyable, memorable part of the entire trip was the over the top customer service.

Two simple words had an enormous impact: Thank You. Attitude of Gratitude

Thank you so much. Thank you. Thank you very much. Thank you. We lost track how many times we heard it. The waiters in the restaurants were amazing. After taking our order: Thank you. After bringing our beverages: Thank you. After removing our empty plates: Thank you. Every time they did something that caused us to say thank you, in return they thanked us.

It wasn’t just the wait staff, although they were working for tips and I would imagine they make a pretty income decent down there because every single one we encountered provided excellent customer service. It was so out of the norm for me, I was happy to throw money at them for treating us with such respect and courtesy.

My mamma raised me that having superior manners was not optional. Yet these days it seems to be a rare occurrence instead of an expectation. For years I’ve been amazed when people comment on how well behaved my children are. Thank you, but isn’t courtesy and manners to be expected and shouldn’t receive accolades for behaving as they should?

I talked with some of the service providers about their politeness. Repeatedly I heard their appreciation for us: the consumers. They clearly understand that if it were not for us patronizing them, they will not have a job or be in business. They understand that there are so many choices today, so many places we can stay, eat, visit or choose for transportation. They understand they aren’t the only ones and if they don’t take care of their customers, someone else surely will.

Now that I’m back home, laundry is done, suitcases are stowed away and I had to make my own coffee this morning and will soon need to shovel the driveway, I’m back to reality. The reality that I have to open my own car door and prepare my own meals is something I can easily handle. The reality that I’m back to the world where “Thank You” is rarely heard, finding good customer service is more than a quest, and disrespect and entitlement abounds saddens me.

If you are a home based business owner, and if you’re an independent consultant of a direct selling company, this means you – your ability (or inability) to provide over the top customer service will make or break your success.

I have new team members just starting out, realizing more success than they ever imagined simply because they provide phenomenal customer service that previous consultants didn’t. I have one consultant in particular who is gaining new customers left and right merely by being available and responsive. She frequently hears customers who “had a consultant but she was so difficult to get a hold of, or it took so long to get the product, or complaint, complaint, complaint”.

Think your area or your company is saturated? Think again. You may see numbers of consultants company-wide or in a specific state, but those raw numbers mean nothing to you. They don’t tell you how many are mainly personal users vs. how many are actually working their business as a business. Most importantly, they don’t tell you how many are providing over the top customer service.

I can tell you with a high degree of certainty that most of the independent consultants are not working it as a business and providing supreme customer service. Those who are courteous, respectful and responsive are in a minority and are doing quite well in this industry. There is plenty of room for you to succeed – providing you maintain the same understanding of the folks I encountered during my Florida getaway: Without the consumers, you will not have a job or a business. We need them, so let your actions reflect this.

Thank you. Thank you very much.

About the Author: Laurie Ayers is a Michigan work from home mom and a Superstar Director with Scentsy Wickless Candles. She enjoys helping men and women start and maintain a home based business in the US, Canada, Mexico, Australia, Austria, Spain, France, Spain, Puerto Rico, Germany, Ireland and the UK. To download a FREE Start Up Guide which provides more details about how to start a home business as well as to learn about our compensation plan go to

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