Following Up After Delivery: When and How to Make OOB Calls?

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Discussion Overview

The thread discusses the timing and approach for making out-of-the-box (OOB) calls to customers after product delivery. Participants share their personal experiences and strategies regarding follow-up calls, including when to initiate them and what topics to cover during the conversations.

Discussion Character

  • Anecdotal
  • Opinion-based

Main Points Raised

  • One participant, identifying as a consultant, suggests waiting about a week after delivery to make OOB calls, emphasizing the importance of customer service.
  • Another participant shares their experience of calling two or three days after delivery to ensure everything was received correctly.
  • Several users mention the importance of checking if customers are satisfied with their products and informing them about return policies.
  • One participant notes the value of discussing upcoming specials during the calls, especially for outside orders.
  • Another participant expresses uncertainty about whether to mention host specials during OOB calls, indicating a desire for clarity on this approach.
  • Some participants highlight the significance of taking notes during customer interactions to enhance future conversations.
  • One participant mentions the potential benefits of Big MAC calls, which can serve as a follow-up to remind customers of additional offers.

Areas of Agreement / Disagreement

Views differ on the timing of OOB calls and whether to mention host specials during these conversations. No clear consensus emerges on the best approach.

Contextual Notes

Participants share experiences related to their own shows and customer interactions, with varying levels of familiarity with customer care training.

Who May Find This Useful

Consultants looking for insights on customer follow-up strategies and timing may find this discussion relevant.

ChefJoyJ
ChefJoyJ
Messages
1,034
My first show is finally delivered and I was wondering...how long after the customers get their products do you wait to make OOB calls? I've about exhausted my call list for bookings, had a few people book at my show, had some friends who were supposed to host flake on me (for my Jan shows, so my Jan is done :(), and I desperately want to fill my Feb. calendar. Right now I have 4 shows on the calendar, but I want more!

Besides hoping to get a few bookings, it's just good customer service to call and check on them. It will leave a positive impression, and hopefully, they will continue to think of me for all their PC needs.

So...how long do you wait and what do you say? Thanks! :)
 
  • Thread starter
  • #2
anyone?

help please...
 
I wait until about a week after I know the host has delivered the items.
Tell them to make sure they like it, if they want a return or exchange the shipping is on PC within the first 30 days....

I just chat and don't mention any bookings. I ask if they want to be on my monthly newsletter and ask for their email if I don't already have it.

edit - have you done the customer care training on CC?
 
I wait two or three days after the show is delivered to the host and call her first. I make sure that everything was delivered ok and see if she has delivered everything. If not I let her know that I will start making my calls in a couple days. I try not to wait longer than a week to make calls so that they still have time to return on HO's dime if they don't like it.
 
I'd wait about a week or 2 max. A week gives the host the time to get it to her guests. Then with the receipt in front of you and the door prize slip, call each person. It's really wize when you are entering your show into PP3 that if you remember anything that you talked to the customer about that you note it the notes screen. It will jog your memmory, plus give you an even better conversation starter! Then tell them that your making your "out of the box" calls, to make sure they have got their products out of the box and using them. If they have not, tell them to do so and tell them about the 30 day free shipping back to the company and that is why it's important to try their products right away
 
sorry, I got a call!
Anyway, just call them like I said before and then ask them if you could tell them about the specials, let them know that in February, you could let people know what's being discontinued. If you are done with February, then tell them about the new products in March. The other thing to do is to ask if you can e-mail them the list of discontinued products and what the upcoming specials are. Get their e-mail if you don't already have it and then make sure you follow up after a couple days with a call, asking them if they have any questions about the e-mails and if they'd be interested in hosting a show and don't forget the business opportunity.
Good luck:)
 
  • Thread starter
  • #7
okay, let me clarify - this is my grand opening show, so I was the host. My DH collected several outside orders (read about $600 worth) from his work. I want to make out of box calls to see how everything is working for them, as well as my show guests. I know they were delivered to his co-workers yesterday. I just wasn't sure how long to wait to make my OOB calls. Maybe Sunday?

So everyone seems to think that I shouldn't mention February's great host specials (along with March, April, and May) and invite them to host a show during my OOB calls?

ETA - Kay, no I haven't yet. DD (11 months old) doesn't allow me to spend a long time on the computer and during her naps have been crazy busy lately. I want to take some courses during her naps this week, hopefully! :)
 
Oh, with outside orders I'd definitely tell the upcoming specials and ask if they want to do a show.

I was under the impression these were people at your grand opening and you'd already asked them!

(and I put in the stuff about making sure things were delivered for when you have a show you didn't host)
 
:D
kspry said:
Oh, with outside orders I'd definitely tell the upcoming specials and ask if they want to do a show.

I was under the impression these were people at your grand opening and you'd already asked them!

(and I put in the stuff about making sure things were delivered for when you have a show you didn't host)
Click to expand...
Right, if you have already asked them, don't again. Just ask if you can keep them updated in the future. Definitely ask those you haven't asked yet!
 
I want to take some courses during her naps this week, hopefully!
Click to expand...

One nice thing about them, is they can save where you left off. And they don't take that long, anyway, and give good ideas for word choices.
 
I know it's too late for this b/c you're all ready to do OB calls, but don't be afraid to make Big MAC calls (Morning After Calls)...it's a great way to mention some things you may have forgotten at the show (did I mention the shopping spree when you host, etc.).

Good luck...let us know how it goes!
 
  • Thread starter
  • #12
Thanks for the idea of the Big MAC calls, hadn't thought of that! :)
 

Frequently Asked Questions

What is the best time to follow up after a Pampered Chef delivery?

The best time to follow up is typically within 3 to 5 days after the delivery. This allows the customer enough time to unpack and start using their products, while still keeping the experience fresh in their mind.

How should I initiate an out-of-the-box (OOB) call?

Start the call by expressing your excitement about their order and asking if they received everything in good condition. You can then transition into asking how they are enjoying their new products and if they have any questions or need tips on using them.

What should I say during the follow-up call?

During the follow-up call, ask open-ended questions to encourage conversation. For example, you can ask, "How have you enjoyed using your new kitchen tools so far?" or "Is there anything you need help with?" This helps build rapport and shows that you care about their experience.

How can I handle negative feedback during the follow-up?

If you receive negative feedback, listen actively and empathize with the customer’s concerns. Acknowledge their feelings and offer solutions, whether it’s providing additional tips, replacing a product, or addressing any issues they may have encountered. This demonstrates your commitment to customer satisfaction.

What are some tips for making effective OOB calls?

To make effective OOB calls, be friendly and personable, keep the conversation light, and focus on building a relationship rather than just making a sale. Prepare a few questions in advance, and be sure to follow up with any information or resources you promised during the call.

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