Is Pampered Chef's new lead system hurting our customer service?

[PCJenni]

anyone on the call? thoughts?

 

[jwpamp]

I was only on the call for about 10 minutes (after the late start). Didn't hear anything I didn't expect -- but don't know what they talked about besides the initial subject.

Anything interesting happen after I hung up?

 

[PCJenni]

HO leads for everyone who does 1250 a month

 

[Malinda Klein]

my meeting starts now, but i got an email from my ad saying the new web is coming to us may 3rd and may 14th for team leaders/sr consultants following week. so i'm guessing this is one of the reasons..for the meeting

 

[chefruthie]

HO leads for everyone who does 1250 a month

Wow...

I think I am speeechless...

 

[PCJenni]

Wow...

I think I am speeechless...

yep!! I am with you.. speechless!

 

[chefruthie]

I couldn't make the call. Probably a good thing or I would still be laying on the floor!
So do they still require 1 recruit every 3 months?

 

[PCJenni]

nope, no recruit requirement at all. 1250 a month to stay in the lead system. there will be an option of 5 people within a 25 mile radius for the customer to choose from

 

[ChefBeckyD]

nope, no recruit requirement at all. 1250 a month to stay in the lead system. there will be an option of 5 people within a 25 mile radius for the customer to choose from

That makes me very sad.

 

[jwpamp]

wow - interesting....better get my $1250 in this month -- ;-)

 

[pamperedbecky]

That blows. I just worked SOOOO hard to get back into the lead system. And of course, for the first time ever, I'm not a director any more as of April 1st. So even though I was in the focus group for all this new web stuff, I don't even get to use it until the middle of the month. Ick.BUMMER. I was so hoping this rumor wasn't true. Ugggg. Hmmmm. Not too motivated to regain my director status. Why bother?

 

[Chef Kearns]

That blows. I just worked SOOOO hard to get back into the lead system.

And of course, for the first time ever, I'm not a director any more as of April 1st. So even though I was in the focus group for all this new web stuff, I don't even get to use it until the middle of the month. Ick.


BUMMER. I was so hoping this rumor wasn't true. Ugggg. Hmmmm. Not too motivated to regain my director status. Why bother?

There's still the free products! They're leaving us that...for now.

 

[pamperedbecky]

There's still the free products! They're leaving us that...for now.

That's good to hear. Although I'm not even a director right now - ha! Let's see if I can get that back before then. I DO like the free products!:clap:

 

[BethCooks4U]

There's still the free products! They're leaving us that...for now.

And the additional pay (overrides and Bonuses)...

 

[Chef Kearns]

And the additional pay (overrides and Bonuses)...

Yes, but, if they took that away what truly would be the point? All of that, for the most part, goes back to my team anyway. I'm trying VERY hard not to be Debbie Downer. It is nice to have the title. Other DS people recognize the title of Director as an accomplishment and certain status. There's that???!

 

[Malinda Klein]

Kinda sucks on the 25 mile radius. Most of my customers are 30 to 40 miles from me. I live in a small town. This will probably drop the number of leads we get, BUT it will help 1 or 2 on my team that achieve the $1250 monthly. When I announced it to my team members this evening - they were really exited. I have to admit, this is one thing I pushed with my Senior Consultants - the benefits of being a team leader a raise AND the lead system. But now, this will help them get to be a Team Leader - if they know how to handle the leads... Ah-ha moment: I need to be training them on how to work with leads from home office

 

[Chef Kearns]

I am excited for my team. I remember when I was struggling to promote to Director (old program) and wishing that they would open the Lead System to Future Directors (aka Team Leaders). This will be a great boost for those go-getters on our teams!

 

[akaskydebil]

Im not excited about it as I predict it will negatively affect me *but* nothing I can do a about it so I'm not going to dwell on it. I don't mind the 1250 part at all but the ppl getting to choose their consultant doesn't sit well. Again, I can gripe all I want but it is what it is, so just gotta find the silver lining - it mayhelp motivate some others to get to $1250 in sales. I'd be happy with $150 in sales from them but a girl can dream with $1250! hehe

 

[BethCooks4U]

These changes are huge and some things had to adjust to work with the new system. It's important for us to stay positive and let it all shake out. Let's find the good in the changes. We have too much to learn and to help our team learn in a short time (and our personal businesses to run) to spend energy on what we perceive as losing. Good thing: we don't have to worry about getting that recruit to get leads (of course we WANT to have several every month but when we are in a dry spell...)Another good thing: our team members who are selling $700 or more in a month will be inspired to do more to be eligible for leads which gives them more people to be in front of and more possible recruits which helps us as their directors make more money, our team grows and we promote...

 

[akaskydebil]

Eligible for leads they may never get - the customer still has to 'choose' them. ANd for those selling $700, what are you going to say, "double your sales and you too get to play the lead-system lottery?" I'd rather work on "Submit two shows and you're guaranteed to earn XYZ promotion for the month" vs "come on down, its your chance at the price is right! If you're LUCKY your name will be at the TOP of the 'ballot' and they will choose your name *or* perhaps you have a 'nicer name' that will attract someone to want to 'vote' to do business with you."

Sorry Pollyanna, I can't buy into the glass half full on this one. It is what it is so I won't dwell on it but let's be realistic here...to seriously think that everyone's teams are going to be drooling to get into the 'lottery system', I think is wishful thinking at best. Better odds of playing the state/national lotto than banking on being within the right mileage and then that they pick your name....

I'm not against change so I'll go with it and personally won't lose sleep over it b/c its business I didn't have to start with (its icing on the cake) but i have completely removed any expectations from my mind otherwise, it just leads to frustration and disappointment. Now when you "hit" the lead lotto, it will be exciting b/c you beat the odds....sales over $1250, you were within the right mileage AND someone liked your name or other features (such as gender or your placement on the "ballot" of 5 contenders) to choose your number.

And yes - its quite common for those not able tomake educated voting decisions to still make a decision based on outside factors such as "nice ring/sound to a name", where they reside, what predetermined notions they already have etc. I even did it for attorney general yesterday. Didn't know jack about either one of the candidates - so rather than not voting, I picked "Kathleen Kane" because A) she was female vs male other candidate, B) her name was first on the ballot and c) her name had a nice 'ring' to it. It was not a responsible vote but I didn't care either way who got the nomination - just like most hosts won't care either. So...

Who thinks they have a nice name??? LOL

 

[Sequeemamma]

What happens with those random orders with the people that purchase on PC website, especially those that don't leave their info? Who will they go to? Will they now need to pick a consultant to purchase from? Will all consultants in the lead pool get these at random? Personally I have not had much luck with the leads but during the holidays, those daily random orders were amazing! I'd hate to lose (or rather, share) that benefit of lead eligibility.

 

[pamperedlinda]

Kinda sucks on the 25 mile radius. Most of my customers are 30 to 40 miles from me. I live in a small town.

This will probably drop the number of leads we get, BUT it will help 1 or 2 on my team that achieve the $1250 monthly. When I announced it to my team members this evening - they were really exited.

I have to admit, this is one thing I pushed with my Senior Consultants - the benefits of being a team leader a raise AND the lead system. But now, this will help them get to be a Team Leader - if they know how to handle the leads... Ah-ha moment: I need to be training them on how to work with leads from home office

They said that 25 mile radius is standard when available. That will expand when not (like rural areas), so looks like you are probably going to have a wider radius for yourself.

Other than random orders, most of the leads I get are dead-end so I'm kinda happy to share that - maybe it will decrease the crap and actually bring a valid lead since the person will be picking from a list ray:

What happens with those random orders with the people that purchase on PC website, especially those that don't leave their info? Who will they go to? Will they now need to pick a consultant to purchase from? Will all consultants in the lead pool get these at random? Personally I have not had much luck with the leads but during the holidays, those daily random orders were amazing! I'd hate to lose (or rather, share) that benefit of lead eligibility.

The customer will not choose from a list on random orders, the PC system will assign it.

 

[pamperedlinda]

I was kinda down about this announcement at first, but if it means that the consultants on my team will work harder to get to the $1250 so they can get the leads then I'm all for it! Evidently what's out there right now isn't enticing them to do it....maybe this will. I'd rather have my team working more so that my overrides are higher than most of the leads I get anyhow.

 

[BethCooks4U]

Linda said it! If this is what motivates them I am all about trying. I was a home office lead so the best benefit of promoting to director for me was the leads. I was very upset when TL's started getting it but I really don't think my leads have changed much if at all since then. When this was a rumor I was upset but now I actually like it. And when I am in a recruiting slump I won't lose my shot at the leads.We can embrace this or we can complain about it (yes, vent away here - its good for your health to have a place to let it out) but if we feed the negative side it will be poison and affect your entire business - then eventually the question will be "why am I still doing this?"

 

[PCJenni]

I am more upset that people who are not qualified to "close the sales" will get leads. Now I have to tell my team that if they get a lead they have to call me so I can close it for them because some of them are not able to. How can someone who has never recruited someone all of a sudden do it? They are not recruiting from their shows as it is!

 

[baychef]

I could not make the call. Did they say there would be a person's title next to the name?

Here are my ramblings as I am interupted by work!!

Very aware we cannot change it and when I am in a dry spell for recruiting, it will be nice that I still will be in the system when I submit $1250. On the other hand, I am working hard on recruiting one of my hosts and I think that the lead system will bring me some fresh hosts to replace this one. Guess not. I have been able to spread my business in a different area once the area I am in grew, but now that may not happen.

Time will tell with this one but it further errodes the esteem that Directorship once held. I also feel that those Consultants with little or no experience in recruiting will blow leads...but that is more work a "Dirctor can do for you."

When I first started (in my 13th year) there was a further push on achieving $1250 in sales per month so on the positive side, I am hoping this willl help some do more but it will further spread the recruiting system.

 

[baychef]

I am more upset that people who are not qualified to "close the sales" will get leads. Now I have to tell my team that if they get a lead they have to call me so I can close it for them because some of them are not able to. How can someone who has never recruited someone all of a sudden do it? They are not recruiting from their shows as it is!

So more work for you. Your post came up as I was writing and this is exactly my point.

 

[PCJenni]

My point exactly Ann... your Director will help you... no, more like your Director will do it for you and then train the person, coddle them, get them to 1250 in their first 30 or 90 days and get 3% of 1250 (37.50) as a paycheck for it. So we do the grand openings for the new consultants, get them to 1250 so they get leads and we work those leads to...getting to be that I dont really even want a team when I am working 90+ people's business plus my own.

 

[finley1991]

I am more upset that people who are not qualified to "close the sales" will get leads. Now I have to tell my team that if they get a lead they have to call me so I can close it for them because some of them are not able to. How can someone who has never recruited someone all of a sudden do it? They are not recruiting from their shows as it is!

I completely understand where you are coming from Jenni... here's my thought on it... (trying to make lemonade)...

First, we know that some HO leads are duds. Replacement parts, returns, etc. Not every one that comes across is a recruit lead.

Second, I panicked a bit when I heard this and immediately pulled up my performance tracker and took a good look. Of the 22 on my team, there has been ONE that has submitted $1,250 every month since the beginning of the year. There are 5 others that have it it once or twice. So they get the leads for a month.

The ones on my team who are not qualified to talk to leads (meaning, they aren't recruiting at shows, etc) are not even close to hitting the $1250, let alone doing it consistently so they won't get the leads anyway.

I've put word out to them that this is super exciting and if they get a lead, call me first and I'll talk them through it so they know how to handle them.

I'm looking at it as a reward for consistency and honestly, if I have 2-3-4 putting in $1250 a month to get the leads, I'd be THRILLED! If that's what it takes for them to work their biz at a higher level, I'm for it.

With that, as most of you know, I'm a HUGE fan of customer care. My customers know who their consultant is. They rarely meet another PC rep and forget my name. So from what I understand, and I might be way off, when someone goes to PC.com and puts in their info, they will see the 5 closest reps. The Customer gets to choose who she wants. So hopefully she will see a familiar name and choose that consultant.

I agree with someone who's never recruited trying to close the sale.. that's a tough one. We should be working with our consultants to help them recruit anyway if they haven't so I don't see that as a big change.

Just trying to make some lemonade here.... :blushing: Pass the vodka.

 

[baychef]

Good points...can do a cruise rum drink instead? LOL! It probably will be yet another hipcup but when the lead system is low to begin with, it just makes the chances of actually getting a good lead, that much lower.