MLM
Woman Issue 69
October 2002
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From
the Desk of the Editor
Welcome to the 69th issue of the MLM Woman Newsletter.
This month we offer articles with ideas on leadership, building
business momentum, marketing tools, and handling customer complaints
effectively.
Five Success
Secrets Every
MLM Leader Knows
1. Leaders Build Relationships
with People - Network marketing success is built on good relationships
and leaders know that to be a success you must understand how to
really connect with people. People like to do business with people
that they like and trust. People know when someone really cares
about them and their success and when they don't. It's been said
before - if you help enough people to get what they want - you'll
get what you want. Leaders know that building relationships takes
time and effort, but it's an investment in your future and theirs.
2. Leaders Stay Connected
- Regular communication is essential to building a business.
Leaders keep in contact in a variety of ways using newsletters,
telephones, e-mail etc. They know that staying connected with their
downline is one of the most important responsibilities of being
a good upline leader and that regular communication shows the commitment
they have to their downline's success.
3.
Leaders Keep Learning - Leaders know that they should always
keep learning so they can continue to improve their leadership and
business building skills. Leaders are constantly reading books,
magazines and newsletters, listening to tapes and sharing what they
learn with their downlines.
4.
Leaders Take Time for Themselves - Taking time off to replenish
your batteries is a must for Leaders. They know that taking short
vacations, exercising, doing something fun with their families or
having a hobby helps them to relax and stay healthy and energized
so they can keep themselves and their business in top shape. One
of my rejuvenation secrets is to go to a great hotel close to your
home for a couple days for a mini vacation (you feel like you've
been far away from everything even if you are only 5 miles away
from home).
5.
Leader are Good Listeners - Leaders listen to people and really
hear what they say about what's important to them and what their
goals are. They know that if they find out what motivates their
downline, they can help them to achieve their goals.
Linda Locke, Editor MLM Woman
Momentum: The
Magic Moment
By Barbara Holmes
Building momentum in your Network Marketing business
is a lot like priming an old water pump. In today's world, we want
everything instantly! We have drive thru expectations. We receive
water instantly, by turning on the faucet, but it hasn't always
been that way.
When my parents were kids, they used a pump to get
their water. That meant pouring a little water into the top, to
get the flow started. Next, you had to invest physical effort, pumping
hard for several minutes, as you drew the water up from deep underground.
During that time, no water came from the spout. It
was all hard work with no reward! Eventually, however, the water
would reach the top, and with the slightest effort, water would
come gushing from the spout!
Building your business is like that. The start up
phase requires massive effort, with little payoff. You have to wonder
why you've put massive effort or investment in your business for
90 days, only to receive a check for $9.98? You're working toward
"The Magic Moment" we call momentum!
Momentum is when your MLM business begins running
on autopilot. Your income grows by leaps and bounds because many
people are generating it at once! Your patience and persistence
is paying off! Now how did you get there?
You have to have drive! It is drive that gives MLM
leaders their superhuman ability to overcome obstacles, shake off
rejection, and endure disappointment. What is your drive?
Do you have an urgent need, or something you've wanted for a long
time? Look for people with similar drive. Some of your best prospects
often have an urgent need for something - a bigger house, a new
car, college tuition for the kids - but not enough money to pay
for it. You can show them how to achieve it.
I am a firm believer in, "It's not who I know,
but who they know". When you approach someone about your business,
or they ask, "What do you do"? Tell them, and if they're
interested, great! Once they join, they will probably know someone
who is going to be even more enthusiastic than them!
If they are not interested, ask them for a couple
of names of people who want to make an extra income from home. Remember,
they are not rejecting you, just your idea. Most often, their input
is something they've heard from someone else, not what they've experienced.
Your idea makes them feel uncomfortable; because it's something
they know little about. In other words, lack of education.
Read all you can about the industry, your company
and products. This will give you confidence to climb the MLM ladder!
Remember your reason for doing this and never give up! Being a good
teacher takes education, so your recruits will follow you to the
top. That is where we want to see you, at the TOP!
About the Author
Barbara and her husband Bill are a dynamic team in the Network
Marketing Industry. Being in the industry for almost a decade, Barbara
loves to share her experience, and guide others to achieve the lifestyle
they desire. You may call her directly at 512-218-4462, or email
her at abetterlife@findfreedom.com
An Alphabet Soup
of Marketing Tools
By Barbara J. Winter
Attention-getting device
- grab people's attention with a unique approach: color, a catchy
name or provocative headline are a few ways to get noticed fast.
Business cards & brochures
- these most common marketing tools deserve to be memorable. A good
card or brochure should serve as a mini-billboard, going beyond the
bare facts.
Customer mailing list -
keep building a list of names and mail to them when you have something
special to promote or just want to remind them you're there.
Demonstrations - television
is a powerful medium, because it allows us to see events and products
in action. Find ways to show, not just tell, your story.
Easy to Find - ask yourself
this question: "If a newcomer arrived in my city and needed my
services, how would they find me?" If you're hard to locate,
you'll miss opportunities.
Freebies - can you create
a mini-sample to give away? Everyone loves to get little perks.
Gift Certificates - an easy
way to suggest to your customers that they share your product or service
with others.
Host an Event - use your
imagination to come up with a celebration or appreciation event. Invite
lots of people.
Impeccable Service - a commitment
to fabulous service will make you feel good...and earn you a ton of
word-of-mouth advertising.
Joint Projects - look for
ways to multiply your efforts by joining forces with another entrepreneur
to create a special project that will benefit both of you.
Klassified Ads - (okay,
so I'm stretching here) these inexpensive ads can keep your message
in front of thousands of people for pennies. Learning to write a good
one takes practice, but it's worth it.
Letters to the Editor -
an overlooked tool for getting your ideas and name in print.
Manners - if yours are wonderful,
people will be amazed. Make politeness one of your trademarks.
Newsletters - almost any
kind of business can benefit from a customer newsletter. Although
these take time to produce, the resulting surge in business will make
you a believer.
Offer - give your customers
an incentive for acting quickly or buying a certain amount.
Postcards - a wonderful
way to communicate with your customers and save postage at the same
time.
Quality - this important
ingredient doesn't necessarily have to cost more money, but in order
to build quality, you may have to spend more time and attention to
details.
Radio, TV and Newspapers
- never underestimate the power of a media story to build your bottom
line. Look for ways to be newsworthy...and let the media know.
Surprise - customers love
the unusual and unexpected. Try dazzling yours!
Teach & Talk - if you
have something to teach, you'll not only create a profit center, you'll
also meet new customers for your other ventures. Think of all those
program chairpeople looking for a fresh speaker. It could be you.
Ubiquitous - a grand word
meaning "appearing to be everywhere at once." Keep it in
mind as you go about your marketing and find many ways to appear.
Variety - try different
ways to get your message out. Most businesses get stuck in one way
of doing things and miss the fun of trying new approaches.
Write - establish credibility
and visibility by putting your ideas on paper and getting them published.
You might even consider doing a regular column in your local newspaper.
X - some extra ideas include...get
yourself listed in local and/or national business directories... gather
testimonials and use them on promotional pieces and ads...put together
a tip sheet of useful info to give out.
Yellow Pages - not an inexpensive
way to advertise, but many businesses report it is their single best
investment.
Zest - we all love to do
business with people who are enthusiastic about the service or product
they offer. If you love what you're doing, everything will fall into
place.
About the Author
Barbara J. Winter is the author
of "Making a Living Without A Job" and is the editor of
Winning Ways Newsletter, P.O. Box 39412, Minneapolis, MN 55439.
Turn Customer
Complaints
into More Sales
Copyright 2002 Bob Leduc
Customer complaints can cause you to lose future sales from customers
and from everybody else who hears about their bad experience. Or
you can turn customer complaints into more sales from these same
customers and the people they influence. How you handle your customers'
complaints determines which of these two results you get.
Here are 7 simple actions you can take to turn customer complaints
into more sales.
1. Plan for Complaints
You can never eliminate every customer complaint. Some mistakes
happen regardless of how carefully you try to prevent them. Expect
to get a few complaints periodically. It's part of operating a business.
Handle complaints with a positive attitude. Strive to preserve
your relationship with the complaining customer instead of your
immediate profit from them. Make your customer happy now and they
will reward you later with more sales.
2. Make Resolving Complaints a Priority
Surprise your customer with a quick response to their complaint.
If you cannot solve the problem immediately, let them know you consider
it a priority. Then do whatever you can to resolve the problem fast.
The longer a customer has to worry about getting their problem
solved the less likely they will accept a satisfactory solution
and remain your customer.
3. Conduct Yourself Professionally
Conduct yourself professionally even when a complaining customer
does not. Complaining customers sometimes act hostile because they
expect you to resist solving their problem. You can calm their hostility
by letting them know you genuinely want to help them. Assure them
you will do everything possible to solve their problem.
4. Take Responsibility
Take responsibility for resolving your customer's complaint even
if the problem was not your fault. Apologize for the inconvenience.
Briefly explain the probable cause of the problem. Then tell your
customer exactly what you will do to correct it.
Don't focus on blaming someone else for the problem. It sounds
like an excuse. And never stretch the truth in your response to
a complaint. Making excuses and explaining something the customer
suspects is inaccurate can destroy your credibility.
5. Compensate Your Customer for the Inconvenience
Complaining customers hope they can get a satisfactory solution
to their problem. But they often expect to get something less.
Surprise them by solving their problem AND giving them something
extra to compensate them for their inconvenience. This helps customers
forget about the problem they had.
Instead, they will remember the special attention you gave them.
6. Follow Up to Confirm Satisfaction
After solving your customer's problem, follow up to confirm their
satisfaction with the outcome. This reinforces your relationship
with the customer.
TIP: Once you confirm the customer is pleased with the way
you resolved their complaint, give them a special offer not generally
available to other customers or prospects. Offer them a special
discount on their next transaction. Or offer to include a special
bonus item with their next order. This motivates them get back into
the habit of buying from you.
7. Take Action to Prevent Similar Complaints
After resolving a customer complaint, try to identify exactly what
caused it. A complaint often reveals some weaknesses in your business
procedure. Many times this weakness is minor and you can easily
correct it to avoid similar complaints in the future.
Customer complaints can cause you to lose future sales from customers
and from everybody else who listens to their sad story. Don't let
that happen to you. Use these 7 simple actions to turn your customers'
complaints into more sales.
