CUSTOMER CARE & RETENTION
"People don't care how much you know,
until they know how much you care."
"It is 7 times more expensive to
acquire a new customer than to keep an existing
A life-long customer is worth the
investment, so getting a customer is just the first
of several important steps.
Developing a great relationship with
each customer, based on their unique needs, will go
a long way to making you successful in this
That relationship is key to your
customer gaining full value from Juice Plus+ and
delivering full value to you and your business.
Customer Care is at the core of the key
goal for your JP+ Virtual Franchise: to build a
base of 30-40 customers who are each 'Raving
Fans' of Juice Plus+.
A Raving Fan is likely to be a life-long customer; some of
them will join your team as JP+ Reps, while others will give you a
constant supply of referrals. When that happens you never need to worry
about running out of prospects (which never happens anyway!)
On the way to becoming a Raving Fan, Juice Plus+ will
increasingly be at the top of your customer's mind when it comes to
nutrition. This happens IF they are having a good experience, not only
with the product, but with the company and with YOU as their Juice
Customer Care starts before and extends throughout the process of getting and
keeping a Preferred Customer: Your
Followup and Education.
World-class Customer Care comes in 2
A. Customer Care I (learn this during your first
60 days and you will do fine!)
If you are already familiar with this
first stage then study
Customer Care II.
listen to this excellent
by Julie Herbst, NMD; as you listen, look over this document that Julie
Care begins with our first conversation, our
our answers to a prospect's questions, because these
set his or her expectations for Juice Plus+ - what
will happen when they take it. If those
expectations are either too high or too low, then
we will not be happy with the outcome and neither
will they. They need to be excited but realistic.
company behind Juice Plus+ has always operated by this principle:
"under-promise and over-deliver"; as Juice Plus+ Reps. we live by it
too. We 'under-promise' when we avoid avoid making unrealistic claims
(like most of the advertising we see every day!). We 'over-deliver'
when we far exceed the customer's expectations with both our service
and the quality and effectiveness of Juice Plus+.
set realistic expectations, we say: "I would love
you to try Juice Plus + for 4 months and see what it could do for you!"
In our conversations we need to ask great
questions to find out how best Juice Plus+ can
meet their needs. They may ask "Could Juice Plus+ help with my ... (disease,
condition, problem, eg: high cholesterol)?" Here's one answer:
"We always advise taking Juice Plus+ for your health, not for your
sickness. When you look through this Juice Plus+ Research and realize
that (statistically) you will see ALL these results when you take Juice
Plus+ consistently every day, doesn't it make sense that you will be
In addition, Dr. Paul Williams, MD says: "There is no medical
condition that cannot be improved by good nutrition."
Ask Questions and then
Listen; most people crave the opportunity to
be truly heard, they will appreciate you listening well.
Tips for Getting "Yes".
new customers with the benefits of the
Health Study and the
Effect (see below). Ask them if either or both
of these options would suit them. These programs provide complimentary
product, enhance their experience, and increase customer retention -
they help us "over-deliver" and create Raving Fans.
2. The Value of Juice Plus+
It's vital that the true
Value of Juice Plus+ is established in your
customer's mind during the first 4 months. At the end of 4 months, if they don't
understand that the value of Juice Plus+ far exceeds the cost, they
will not continue; that will be a loss to them and to you!
customer's best chance of becoming a Raving Fan
and continuing to take Juice Plus+ is when they
take it consistently every day - then they will
develop the "Juice Plus+ Habit". Your
Welcome Email is the first step towards this
You can ask if it
would be ok to remind them. If so,
how often would they like to be reminded to take
their JP+ over the first few weeks, and how?
(Email, phone, facebook, text,...) You can stop your reminders
after a week or two.
Remember how long it took you to get 'into
Throughout the first 4 months there is no substitute for personal
contact, so a quick phone call every month or two works wonders. NSA's "Virtual Tracking"
emails remind you and suggesting a great approach.
Your Preferred Customer Genealogy Report
is emailed to you monthly - use this valuable tool to ensure the best
possible care for your customers.
before and after someone becomes a Juice Plus+ customer is important -
really important. In addition to their own results it's the best way to
establish the Value of Juice Plus+.
Some people want Juice Plus+ immediately; they are so excited! These
people need education, so their initial enthusiasm doesn't wane. Some
people are skeptical, but once educated they believe in the value of
Juice Plus+ and should soon become Raving Fans. The third group don't
get it and are not ready to be educated, so don't waste time and energy
on-going education to customers regarding the
benefits of eating fruits and vegetables and
taking Juice Plus+. Share more CDs, DVDs and
online videos. Invite them to Healthy Living
Parties, Prevention Plus+ Seminars and other
Events (pick them up to make sure they come), send
regular emails with articles on health, nutrition
and Juice Plus+ news (your customer will receive
Juice Plus+'s 7 emails
during their first 100 days).
Try guiding them (over the
phone or in person) through your juiceplus.com
website watching the videos and health
professional video clips that most interest them,
and asking them good questions.
Sending them emails with health articles is also an easy way to educate
them and keep them thinking about Juice Plus+. Here are some
Health Email You
you have developed a great relationship and your
customers are having a good experience with Juice
Plus+, many will start giving you referrals; this
may be as soon as when you conduct the
Juice Plus+ Effect
Survey after their first 3
months. Talk to them about our "Friends & Family"
way to offset the cost of their Juice Plus+, about
the full business opportunity, or being a
'referral partner' (you sharing the profit from
new customers with them as a 'thank-you').
4. New Customer Welcome
We prefer to email our new customers using this
Alternatively you can use one of these letters as a template for your first
follow-up to welcome a new customer:
New Customer Letter
New Family Plan Customer Letter
It's important to advise your customer to start slowly; since they often don't read emails
(properly) you should call them to make sure they start slowly. Here's some advice on that and more from
Dr. Mitra Ray, dispelling several common myths about how and when to take Juice
Virtual Franchise Owner's Manual Chapter 8 •
Customer Care II (after your first 60 days) •
Customer Care Training