How Often Do You Follow Up with Customers for Customer Care Calls?

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Discussion Overview

This thread explores the experiences and practices of Pampered Chef consultants regarding customer care calls (CCC) and follow-ups with customers. Participants share their methods, challenges, and thoughts on the frequency and effectiveness of these calls.

Discussion Character

  • Anecdotal
  • Opinion-based
  • Exploratory

Main Points Raised

  • One participant, identifying as a consultant, expresses uncertainty about how often to follow up with customers without being pushy.
  • Another participant shares their experience of sending Easter cards with recipe sheets to customers and plans to follow up after the holiday.
  • Several users mention time constraints due to full-time jobs, making it difficult to conduct customer care calls regularly.
  • One participant describes making calls during lunch breaks, noting that leaving messages can still be a positive way to check in.
  • Another participant reflects on their past practice of making customer care calls but admits to struggling to maintain consistency.
  • One consultant mentions starting customer care calls after a conference, noting that while they don't always lead to bookings, they help keep their name in customers' minds.
  • Another participant asks about the "Big MAC" calls, which are described as follow-ups made the morning after a show to engage potential recruits.
  • Some participants discuss the timing of follow-ups with booth leads, suggesting that sooner is better to keep the interaction fresh in customers' minds.
  • One participant shares the challenge of making calls while managing children, indicating a need for creative solutions to find time for calls.

Areas of Agreement / Disagreement

Views differ on the frequency and effectiveness of customer care calls, with some participants expressing a commitment to the practice while others acknowledge challenges in maintaining it. No clear consensus emerges regarding the best approach.

Contextual Notes

Participants share personal experiences and methods related to customer care calls, reflecting a variety of approaches influenced by individual circumstances, such as work commitments and personal preferences.

Who May Find This Useful

Consultants looking for insights into how peers manage customer follow-ups and the challenges they face may find this discussion relevant.

C
cheflk
Messages
10
I have sold PC for 2 years, but just recently have been working it more. I'm wondering how often you follow up with your customers as far as Customer Care calls (i.e., wanna have a show calls). I do not want to be pushy and annoying. Sometimes I ask if I can check back. Many times they will say, I'll call you... Hmmm....

Thoughts? I'd love to hear how you do it!

Thanks,
lk
 
I dont know how it works in the US, but I must admit I have been really lazy in following up with a lot of the 'don't know' people. So I got all my slips out last night and started sending little easter cards with a letter saying that I hoped they were finding their PC products hepful and enclosed a recipe sheet specific to their purchases. The letter also highlighted what I could offer them show/fundraiser/consultant wise and directed them to my website and my contact number for further info. Then I will phone after Easter to check they received it, had a good Easter and whether anything appealed to them. Am going to do the letters and recipe sheets for every person who orders at shows fromnow on - say about 2 weeks after the show.

HTH

Lizzie
 
funmom said:
I dont know how it works in the US, but I must admit I have been really lazy in following up with a lot of the 'don't know' people. So I got all my slips out last night and started sending little easter cards with a letter saying that I hoped they were finding their PC products hepful and enclosed a recipe sheet specific to their purchases. The letter also highlighted what I could offer them show/fundraiser/consultant wise and directed them to my website and my contact number for further info. Then I will phone after Easter to check they received it, had a good Easter and whether anything appealed to them. Am going to do the letters and recipe sheets for every person who orders at shows fromnow on - say about 2 weeks after the show.

HTH

Lizzie
Click to expand...

That's a nice thought to do! I like that idea! Please let us know the results of this!
 
I would love to have the time to do CCC. I work a FT job and really only have from 7-9 p.m. at night to get on the phone. That is usually reserved for host coaching calls and follow up with those for bookings. Then there is also show dates....never seems to be enough time in the day for consultants who work FT.
 
pkd09 said:
I would love to have the time to do CCC. I work a FT job and really only have from 7-9 p.m. at night to get on the phone. That is usually reserved for host coaching calls and follow up with those for bookings. Then there is also show dates....never seems to be enough time in the day for consultants who work FT.
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do you get a lunch break? I make CCC during my lunch. The great thing is, most people are working so you just leave a message. To me, it still looks great that you're calling to check in. If they have an issue or a question, they'll call you.
 
Winnipegk said:
do you get a lunch break? I make CCC during my lunch. The great thing is, most people are working so you just leave a message. To me, it still looks great that you're calling to check in. If they have an issue or a question, they'll call you.
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Ooh! Great idea! Thank you!
 
I only get 30 minutes for lunch. If they have called I.D. they probably would panic (I work for a police department). I don't give out my cell phone number but to close friends, family and only my downline....not customers.
 
jenniwest04 said:
That's a nice thought to do! I like that idea! Please let us know the results of this!
Click to expand...

will do - although really getting into the swing of it last night and ran out of printer ink:mad:!!!!! just waiting for my ordered ink to arrive (hopefully tomorrow) and then back into it! :p

Good luck everyone else with making the calls - I personally dread the phone, so hope this way works out a bit for me!!!:blushing:
 
I usually call after they get their products before the 30 days is up. Rarely get anything from it but have had people comment that it is nice.

Today, I called a contact from a show three years ago because I found an old order form and thought she had recruit potential. It was 10:30 in the morning and she answered. She had only ordered the rice cooker and she loves it - uses it every week. Didn't want to host a show or become a recruit but was excited to be added to my newsletter list. When her rice cooker nice, she'll call me for a replacement. So, it wasn't a "success' but she was positive and I still felt good.
 
Ummmm.....hmmmm....yeah, I've heard of this practice and it's a GREAT one....but putting it actually into practice, well, let's just say I am NOT good at that!!! I have been very blessed by my business and just honestly don't have the time, or at least it seems like I don't. I used to do them from time to time, but now it just slips by the way side. The Big MAC calls used to be a good practice of mine too! They really do work - if you work them. Guess I should practice what I preach!!
 
c00p said:
Ummmm.....hmmmm....yeah, I've heard of this practice and it's a GREAT one....but putting it actually into practice, well, let's just say I am NOT good at that!!! I have been very blessed by my business and just honestly don't have the time, or at least it seems like I don't. I used to do them from time to time, but now it just slips by the way side. The Big MAC calls used to be a good practice of mine too! They really do work - if you work them. Guess I should practice what I preach!!
Click to expand...

I'm lost... can you tell me what these are?
 
I started doing customer care calls faithfully after National Conference 08. There were so many consultants who said it was a must do. I do agree. You don't always get something from it, but it keeps your name in their mind when Pampered CHef is mentioned.

I let everyone know at the show that I will be giving them a call approx 30 days after this show to see how they like the products. Many will still not have taken them out of the box and will ask what the tips were again.

I don't get alot of bookings from these calls but I do get an occasional order or a call back in a month or two.:thumbup:
 
BlessedWifeMommy said:
I'm lost... can you tell me what these are?
Click to expand...
The Big MAC calls are "Morning After Calls" - you make them the morning after your show and basically you start them off by asking if they had a good time last night, etc. THEN, you simply say, "I was wondering if you had any questions about the business opportunity that you didn't have a chance to ask last night?" You'd be surprised at your responses!! And then, after that you ask again if they would like to have a catalog or cooking show. Just another way of connecting and getting more leads.
 
When do you guys follow up w/ booth leads? I just had a show yesterday, and I was wondering when I should call the leads I got.
 
niclowther said:
When do you guys follow up w/ booth leads? I just had a show yesterday, and I was wondering when I should call the leads I got.
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I would say the sooner the better (just so it is fresh in their memory) - but anytime within the next week to week and a half....
 
When making the CCC's do you use the script or simply keep it short and to the point? I've been choking when doing them and really hate them. I need to getover that! I am also having a hard time fitting in calls when my wee ones arent needing me. seems as soon as i'm on the phone ther is a fight or something. any ideas there? i've thought about leaving the house and using my cell phone from my van for a fewhours a week....
 
It is so hard to find the time for these calls........and I totally get the kids needing you or bickering right when you say "hello". They're trying to be quieter now that they know Mommy's "working" to get to Disney!:p

I will usually carry 5-10 orders with me in my tote.....whenever, the kids are playing outside....in the school parking lot waiting for my son to come out....when their fav show is on....or they went to go see what Daddy is doing, I'll pick a number and call....I can usually get 1-2 calls done.

I usually call weeks after the show....I ask how they are and that I was calling to see how they were loving their purchase. I ask what they've made in it and if they've tried any of the recipes I sent them. Usually that's enough to get them going.....and I follow the flow of conversation. I ask if there's anything they need....remind them to check out the website....or broach the topic of a show to get more PC prod for free if the vibe feels right....if not, I tell them that I'll be checking in with them at a later time to make sure all is well....that allows me to call re a show at a later date, once I feel a better bond/connection with them....if I don;t have their email, I ask for it explaining that I can send them recipes specific to their purchase and if they give it to me, then I mention the newsletter

If I have an upcoming event, I mention it....

If I find I don't have the time, I tend to schedule a 20 min block of time to see how many I can make in that time period....
 

Frequently Asked Questions

How often should I follow up with customers after a sale?

It's generally recommended to follow up with customers within a week after their purchase to ensure they are satisfied with their products. After that, consider reaching out every few months to check in on their experience and offer assistance or new product information.

What is the best method for following up with customers?

The best methods for following up include phone calls, personalized emails, or even text messages. Choose the method that aligns with your relationship with the customer and their preferred communication style.

Should I follow up with customers who haven't purchased in a while?

Yes, it's a good practice to reach out to customers who haven't made a purchase in a while. This can help rekindle their interest and remind them of the value of your products. A friendly check-in can also provide insights into their needs and preferences.

How can I make my follow-up calls more effective?

To make your follow-up calls more effective, prepare a list of questions to engage the customer, listen actively to their feedback, and personalize your conversation based on their previous purchases. Offering helpful tips or product recommendations can also enhance the experience.

Is there a specific time frame for follow-up calls?

While the initial follow-up should be within a week, subsequent calls can be spaced out every 1-3 months. However, be mindful of your customers' preferences and adjust your timing based on their responses and engagement levels.

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