CUSTOMER CARE & RETENTION
"People don't care how much you know,
until they know how much you care."
That's why great Customer Care is so
important - it is so rare in our lives today.
Developing a great relationship
with each customer, based on their unique needs, will
go a long way to making you successful in this
business. That relationship is key to your customer
gaining full value from Juice Plus+ and delivering
full value to you and your business. A life-long
customer is worth the investment, so getting a
customer is just the first of several important
steps.
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 and dietary supplementation. This happens IF they are having
a good experience, not only with the product, but with the company and
with YOU as their Juice Plus+ Representative; if they believe that you
have their best interests at heart.
A
professional and diligent approach to your
Customer Care is sure to delight them and you will retain the vast
majority of your customers, because of their
relationship with you and the resulting relationship
with, and loyalty to, Juice Plus+.
Customer Care starts before and extends throughout the process of getting and
keeping a Preferred Customer: Your
Story,
Invite and
Share,
Followup and Education.
World-class Customer Care has five
components:
1. Expectations
 Customer
Care begins with our first conversation, our
Story and
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. NSA, the
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+. To help
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
getting healthier?"
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. Provide
new customers with the benefits of the
JP+ Children's
Health Study and the
Juice Plus+
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!
 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
goal.
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
the habit'!
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.
3.
Education
Education both
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 them. Provide
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
Wellness
Presentations, 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 NSA's 7 emails
during their first 100 days). Try guiding them (over the
phone or in person) through your juiceplus.com
website (aka a
Web WP), 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 Emails You
Can Use. Once
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. The Next Box
If we
don't let our current customers know when a new box is going to be
shipped, we run the risk of cancellations and an unhappy customer. Why work so hard to get a
customer, only to let them slip through your fingers? If you are
losing customers steadily, check out this easy system for customer
follow-up and retention.
NSA's "Virtual Tracking"
emails help with this.
First, in your Virtual Office, click on 'My Customers'.
In the drop down box click 'Customer Search & Follow-up', then
scroll down to the bottom and click 'Run Report'. You will see a list
of all your customers in the order that they became your customers. If
you click on 'Next Ship Date', your customers will be listed according
to their shipping date. Click on 'Submit Report Format' and 'Print'
and you will have a printed list of your customers, listed according to
next ship date. Easy.
You can let your customers know by phone or email when
they are due to be shipped a box and make any changes when needed. You
will save time and money by keeping your customers happy. Also, please
note that a ship date that falls on a weekend will be shipped on
Friday.
5. The Juice Plus+ Effect
 The
Juice Plus+ Effect is powerful, yet
incredibly simple:
1. You can attract new customers by offering the free product
incentive at the point of sale. It’s easy. You can also alert them to the free product
opportunity when you call during their fourth month. Once your new customer is signed up, use your Virtual
Office Calendar and set a reminder to follow up at the end of 90 days. You might consider giving them a copy of the Juice
Plus+ Guide to Better Health so that they can learn more about
Juice Plus+ Vineyard Blend and Juice Plus+ Complete in the meantime.
2. After 90 days on Juice Plus+, ask
your customers to complete the Juice Plus+ Effect
Survey to secure their free product. You can use this sample
email.
3. Reinforce your new customer’s commitment to Juice Plus+
by walking them through a brief wellness survey at the end of their
first 90 days. Have your customer select his/her choice of a free
two-month supply of Juice Plus+ Vineyard Blend or 2 cans of Juice Plus+ Complete.
Here is the Survey
form.
4. Fax the survey to the home office. The contact
information is provided on the survey.
5. You have up until 10 days AFTER the second
box ships to complete and transmit the survey to NSA.
6. Follow up with your customer and make sure they
received their second carton of Juice Plus+ and their
free product. As with any order, your Virtual Office provides
you with a “10 days to next shipment” alert on your homepage. This
alert is a great way to help you keep track of your customer’s
shipments. Note: there is $5 donation taken out of your commission
for the free product the customer receives. However, since the free
product will ensure more customers stay on Juice Plus+ and many will buy more of the free product when it runs
out, this is more
than offset by the continued business from this customer.
Creating Raving Fans •
Virtual Franchise Owner's Manual Chapter 8 •
Asking For Referrals
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