Customer Care Calls Really Do Work!

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Discussion Overview

This thread discusses the experiences of participants with customer care calls and their impact on booking shows. Participants share personal stories about their approaches to follow-up communication with customers and the benefits they perceive from these interactions.

Discussion Character

  • Anecdotal, Opinion-based

Main Points Raised

  • One participant, identifying as a consultant, shares a positive experience after making customer care calls, resulting in potential bookings from a single call.
  • Another participant mentions their plan to implement customer care calls by informing customers during shows about their intention to follow up, aiming to build a connection and reduce fear of rejection.
  • Several users express their own fears about making phone calls, with one noting they have been a consultant for a year and a half but still feel apprehensive.
  • One participant raises a concern about the importance of collecting contact information for potential issues, suggesting that having phone numbers is crucial for addressing problems like bounced checks or backorders.
  • Another participant discusses their strategy of ensuring all order forms are filled out completely, including phone numbers, for various business purposes.

Areas of Agreement / Disagreement

Views differ on the effectiveness and necessity of customer care calls, with some participants sharing positive experiences while others express concerns about the potential challenges of not having customer contact information.

Contextual Notes

The discussion reflects personal experiences and strategies related to customer engagement within the context of Pampered Chef consulting, without implying any official guidance.

Who May Find This Useful

Consultants looking for insights on customer follow-up strategies and those interested in overcoming communication fears may find this discussion relevant.

P
PCAbby
Messages
124
So I was really down in the dumps due to having two cancelations this month. Normally, not a huge loss, but I could only really book up this coming week due to my being on vacation and Thanksgiving. I had four bookings pkus my holiday myster host open house, but then two canceled and a third had not returned my last 3 calls :eek: . I was terrified that my open house will be a failure, based on what some others experiences was.
So, I just decided to place a few random customer care calls. I made five calls, and got one live person. She was actually using her new products to bake cookies at that very moment! She was eager to book a show, but couldn't decide which month special she wanted. So I explained the booking benefit to her and she said "so i can have my daughter book her show from me and then I get both months?" So it looks like I will get two bookings from one call.... :D
This inspired me to gather the addresses of my past customers and send out invitations to all 60 of them to my Holiday Mystery Host! Keep ya posted on that one!
 
Thanks for your post, it's good to hear you had a positive experience!

I just finished listening to the cd "the fortune's in the follow-up" and have decided to start doing customer care calls. My plan: at the beginning of each show, I am going to tell them that I want to be THEIR consultant....Then at the end of the show, when I have them fill out the door prize slip, I am going to tell them to put down their phone # if they want to hear from me b/c I want to take good care of them....I want to know how they are enjoying their product, give them any tips on it, etc.

This way, I am telling them in advance what to expect and if they put their # down, I will know that they're wanting to hear from me and I have eliminated one reason (FEAR of REJECTION) why I haven't called people in the first place.
 
Good point, MSmith! Thanks for that nugget. I've been terrified of the phone, and I've been a consultant for a year and a half! A-l-most a director even.
 
MSmith said:
Thanks for your post, it's good to hear you had a positive experience!

I just finished listening to the cd "the fortune's in the follow-up" and have decided to start doing customer care calls. My plan: at the beginning of each show, I am going to tell them that I want to be THEIR consultant....Then at the end of the show, when I have them fill out the door prize slip, I am going to tell them to put down their phone # if they want to hear from me b/c I want to take good care of them....I want to know how they are enjoying their product, give them any tips on it, etc.

This way, I am telling them in advance what to expect and if they put their # down, I will know that they're wanting to hear from me and I have eliminated one reason (FEAR of REJECTION) why I haven't called people in the first place.
Click to expand...

Great idea to get over your fear. But, have you thought about if you have to get a hold of that customer that doesn't list their # because of an issue with say a bounced check or a backordered item? I would be afraid not to have that contact information in my PP.
 
fruit76loop said:
Great idea to get over your fear. But, have you thought about if you have to get a hold of that customer that doesn't list their # because of an issue with say a bounced check or a backordered item? I would be afraid not to have that contact information in my PP.
Click to expand...


I tell them that I need all the info on the order form completely filled out...which includes phone #, etc. If they ask why? I tell them for the purpose of wish list, backorder, warranty issues, etc. Which is true!

I use the door prize slip for prizes & info to expand my business...it's just now I'm going to start telling them that :D
 

Frequently Asked Questions

What are customer care calls?

Customer care calls are follow-up calls made to customers after a purchase to ensure their satisfaction, address any concerns, and strengthen the relationship between the customer and the business. These calls can help identify issues, provide additional information, and encourage repeat business.

How do customer care calls benefit my business?

Customer care calls can lead to increased customer satisfaction and loyalty, as they show customers that their opinions matter. They can also uncover opportunities for upselling or cross-selling products, improve customer retention rates, and generate positive word-of-mouth referrals.

What should I say during a customer care call?

During a customer care call, start by thanking the customer for their purchase and asking how they are enjoying the product. Inquire if they have any questions or concerns, and offer assistance with any issues they may have encountered. Be sure to listen actively and provide helpful solutions or additional information as needed.

How often should I make customer care calls?

The frequency of customer care calls can vary based on your business model and customer preferences. A good practice is to follow up within a week of the purchase, and then periodically check in every few months to maintain the relationship. Adjust the timing based on customer feedback and engagement levels.

What if a customer has a complaint during the call?

If a customer has a complaint during the call, it's important to listen carefully and empathize with their situation. Acknowledge their concerns, apologize for any inconvenience, and work towards a resolution. Providing a solution or compensation can help turn a negative experience into a positive one, reinforcing customer loyalty.

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