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Helping Someone Is Not Bothering Them

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If you’re a Scentsy consultant who thinks asking people if they’re ready for more Scentsy is bothering them, then this post is for you.

How many times have you sat at a restaurant wondering where the server was because you wanted a refill on your beverage, or needed ketchup?

You probably looked all over trying to find her, or at least catch her attention as she came near your table, but never stopped long enough to see if she could get you something.  Irritating, isn’t it?

Yet on a daily basis Scentsy consultants will not “stop by the table” of their customers to see if they are ready for more.  Why? Because most feel that they are bothering their customers if they ask them how they are enjoying what they ordered and if they are ready for more.

Helping Someone Is Not Bothering Them

It doesn’t matter if you’re checking to see if they need more water, coffee, ketchup, or Scentsy. You’re helping them with what they may or may not know they need. It’s being proactive so they don’t have to spend their time trying to find you or catch your eye.

Say it one more time: Helping Someone Is Not Bothering Them. That is what customer service is all about.

Now go help someone today.

p.s. Ready to start your own Scentsy business? Join me today.

Scentsy is a Personal Preference

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Dear Scentsy Consultant: You are doing your business a disservice, and will ultimately hurt it if you promote Scentsy as anything other than a PERSONAL PREFERENCE.

how to use scentsyEveryone’s nose works differently. Everyone’s personal preference is entirely different. Other than the mechanics of our products (correct watt light bulb, water in the diffuser, scent soft in the fabric softener bin of your washer, etc.) you should not be giving ANY specific and quantitative values on how many cubes of wax, how many drops of oils, how many scoops of whiffs, etc.
 
The most important thing you can do for your customers is to inform them how every single person is different and they will find their own preference and have their own experience. It’s not being evasive; it’s being smart, truthful and helpful.

Are You Over-Promising and Under-Delivering?

Consider this – if you think a scent is very strong and only use a half or one cube and tell me that is good to start with, I may not be able to smell a darn thing with that and then I’ll feel duped and that Scentsy doesn’t work.
 
Likewise if you tell me you use 4, 6 or 8 cubes at a time and it lasts a week, so I try it, and it was indeed, “Wow!” strong the first day or so, then I start to become anosmic to it and by day three I couldn’t really smell it anymore, I’ll feel duped and that Scentsy doesn’t work.
 
I would personally never tell anyone to only change it once a week. I want to sell wax and I want my customers to mix it up so that they don’t become too immune to the scent. Others will disagree with me on that, which illustrates my point, there isn’t a way to experience Scentsy, there are many ways. 

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Who Cares How Many?

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I was recently apart of a conversation where a potential new direct sales consultant wanted to know some good questions she should be asking before she joins to represent a company.

I admire anyone who does research ahead of time and chooses a company and a sponsor wisely. It sets the foundation to a strong business. I’ve offered a number of questions to ask in this article: Selecting a Direct Sales Sponsor and also in More on Selecting a Direct Sales Company and Sponsor.

scentsy is not saturatedOne of the participants in the discussion responded that she would definitely ask “How may consultants there are in the area, as you’ll want to check for saturation.”

This is not the first time I’ve heard others voice that this should be an important question to get answered. However, my response to this is:

Who cares how many consultants there are in an area?

That number means nothing and tells you nothing about the current situation. In many cases saturation is a myth.

Back to the irrelevance of how many consultants there are in the area. What will that tell you? I know what it won’t tell you:

  • It won’t tell you how many of those consultants are kit collectors and aren’t selling anything.
  • It won’t tell you how many signed up for personal use.
  • It won’t tell you how many sell now and then to a few friends but aren’t actively doing anything to get new customers, hosts or recruits. [Read more…] about Who Cares How Many?

What Not to Do – More Lousy Customer Service

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Lousy Customer ServiceEvery time I think nothing can surprise me, I am mistaken. I have two more examples of Lousy Customer Service. How places that don’t know it’s the customer who keeps them in business is beyond me.

Situation #1: My daughter wanted to join the Direct Sales ranks. She’s grown up watching her mother build a successful direct selling organization so it’d be a nice way for a college student to earn some money while working around class schedules.   We went on a research quest together to find a good company that was something she could be comfortable representing – both in product line and with a solid management behind it.

The Reader’s Digest version is that after three separate messages left for the corporate office using three different platforms (so “didn’t get it” wasn’t an option) it was only nine (9) days later did she finally get a return call. NINE DAYS! She basically said she wanted to sign up and just had a few questions first. We also attempted to contact a number of independent consultants to potentially find a sponsor. Only one person responded and she wasn’t too bad, but also quite new herself. There didn’t appear to be any other business builders; at least none visible.

When my daughter responded back that she had contacted her nine days ago and never heard back, so she joined another company, the company owner responded that she had sent a generic form letter about an informational call only four days after her initial request. Okay, um, four days later to say, “get on the call” (info that was already public) and still thinking that qualified as a response to the specific questions? Oh my. Enough about that one; it’s no wonder that company is still creeping at a snail’s pace after a number of years in business. Clearly, Blondie was not meant to enroll with that company and the lousy customer service helped save her from what was likely a horrific business experience.   All is good, though. She found a great company to join and both will surely thrive. [Read more…] about What Not to Do – More Lousy Customer Service

Over The Top Customer Service

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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. [Read more…] about Over The Top Customer Service