jenf
- 97
Maximizing Customer Satisfaction with Strategic Out of the Box Calls
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Discussion Overview
The thread discusses participants' experiences and strategies related to making out of the box calls to customers after they receive their Pampered Chef orders. Participants share their timing, content of the calls, and personal anecdotes regarding the effectiveness of these calls.
Discussion Character
- Anecdotal
- Opinion-based
- Exploratory
Main Points Raised
- One participant, identifying as a consultant, typically makes calls about a month after the show to ensure customers have received and used their products.
- Another participant shares their experience of calling within 30 days of the show being shipped, focusing on thanking customers and checking if they have used their products.
- Several users mention the importance of having the order form handy during calls to personalize the conversation by referencing specific products.
- One participant notes that they found success with these calls early in their business but have since fallen out of the habit, expressing a desire to return to this practice.
- Another participant expresses uncertainty about what to say during these calls and seeks advice from others.
- One consultant shares their first experience with out of the box calls, mentioning that while they did not secure bookings, they did assist a customer with a replacement part.
- Another participant recounts a situation where they failed to keep up with calls, leading to a customer inquiry about product delivery, highlighting the potential consequences of not making these calls.
- One participant suggests informing guests during the show that they will receive a follow-up call, which could alleviate feelings of being intrusive.
Areas of Agreement / Disagreement
Views differ on the specifics of timing and content for out of the box calls, with no clear consensus on the best approach. Some participants emphasize the importance of these calls, while others express challenges in executing them.
Contextual Notes
Participants share personal experiences and strategies related to customer follow-up calls, reflecting a range of practices and outcomes in their businesses.
Who May Find This Useful
Consultants looking for insights on customer engagement strategies and personal experiences related to follow-up calls may find this discussion relevant.
mrssyvo
- 1,929
M
MicheleC
Same here, about a month after the show or the arrival of the products. I call and ask them about the products they received. I always pull my show folder and have the orders in front of me when doing that. If they booked a show I may have already been talking with them. If they did not do a booking then I will ask if they would like to hear about the upcoming host and guest specials. I then joke about whether they have come up with a few more items on a wish list and thought any more about hosting a show to get all of the things they want. If they say no I ask for referrals. I ask whether there is anything they would like to order or any products I can help them with.
I did well with these when I first started my business and then kind of slacked off lately. I need to get back into the groove because they were helpful keeping that connections and occasionally getting orders or even a booking.
I did well with these when I first started my business and then kind of slacked off lately. I need to get back into the groove because they were helpful keeping that connections and occasionally getting orders or even a booking.
dannyzmom
Gold Member
- 9,271
pamperedbecky
- 4,441
I try to call soon enough after a guest gets their products, but before time runs out to return something to PC where they pick up the shipping tab....so within 30 days of the show being shipped. I just say I was calling to thank them again for their order, making sure that they received the order from their host and seeing if they had a chance to use anything yet. If they haven't used it yet, I encourage them to at least take things out of packages and give them the "once over" to make sure everything looks good. I tell them if something doesn't look right or is broken to call me right away so I can arrange for it to be replaced. I also ask if they have any questions about anything.
If you feel like it "fits" into your conversation, be sure to mention upcoming specials and let them know as a host, they never have to pay full price. It can't hurt to throw a booking line in there.
Hope that helps!
If you feel like it "fits" into your conversation, be sure to mention upcoming specials and let them know as a host, they never have to pay full price. It can't hurt to throw a booking line in there.
Hope that helps!
tiffanypc05
- 600
I do my out of box calls 3 weeks after the show was submitted.
These are some things that i always try to remember to say
-remind the guest where you met her at
-have the order form in front of you where you can actually say have you had a chance to open that "food chopper" yet ?
-I always let them know that they need to go ahead and open the product just incase it's broken.
-ask if they have any questions
Thats about all i do on my oob calls. you can talk about booking if you get a chance.
Hope this helps!
These are some things that i always try to remember to say
-remind the guest where you met her at
-have the order form in front of you where you can actually say have you had a chance to open that "food chopper" yet ?
-I always let them know that they need to go ahead and open the product just incase it's broken.
-ask if they have any questions
Thats about all i do on my oob calls. you can talk about booking if you get a chance.
Hope this helps!
R
RScozzaro
I did my first OOB calls today, I'm in SSI. Thanks for your suggestions, they really helped. I also looked up the replacement parts for anything that was purchased and made sure to tell the guest "not to worry if you lose this or that, just give me a call and I can order a replacemment for you right away."
I didn't get any bookings out of this batch, but one guest asked me to order her a replacement Batter Bowl lid. I hope this helps to keep me in mind when she ever thinks about buying or hosting!
Rebecca
I didn't get any bookings out of this batch, but one guest asked me to order her a replacement Batter Bowl lid. I hope this helps to keep me in mind when she ever thinks about buying or hosting!
Rebecca
Last edited by a moderator:
HeatherZ
- 20
I haven't been keeping up with the OOB calls lately. But, I just had a customer from my last show (June 16th) call me and ask where her products were. I was shocked! The host had called me and was so happy the products arrived so quickly. I took care of a broken stone for her. Now I find out she hasn't delivered all the products to everyone. I was so embarrassed. What can I do? I left a message on the hosts answering machine. I told the customer to call me by today if she has not heard from her. So, definitely make those calls and make sure they have actually received the products.
Chef susan
- 233
Frequently Asked Questions
What are strategic out of the box calls in direct sales?
Strategic out of the box calls refer to innovative and creative approaches to reaching out to customers, beyond traditional sales tactics. These calls aim to engage customers in meaningful conversations, build relationships, and enhance their overall experience with the brand, ultimately leading to increased satisfaction and loyalty.
How can I prepare for a successful out of the box call?
To prepare for a successful out of the box call, research your customer’s preferences and past purchases. Develop a personalized approach by crafting a unique message that resonates with their interests. Additionally, practice active listening skills to ensure you can respond effectively to their needs during the conversation.
What techniques can I use during the call to maximize customer satisfaction?
During the call, use techniques such as open-ended questions to encourage dialogue, express genuine interest in the customer's needs, and provide tailored solutions. Incorporating storytelling can also make the conversation more engaging. Always follow up with a summary of what was discussed and any next steps to reinforce the relationship.
How can I follow up after an out of the box call to ensure customer satisfaction?
Following up after the call is crucial. Send a personalized thank-you message, recap key points discussed, and provide additional resources or information that may benefit the customer. Consider scheduling a follow-up call or check-in to address any further questions or concerns, showing that you value their satisfaction and ongoing relationship.
What are some common mistakes to avoid during out of the box calls?
Common mistakes to avoid include being overly sales-focused instead of relationship-oriented, failing to listen actively to the customer, and not personalizing the conversation. Additionally, avoid making assumptions about the customer's needs without asking clarifying questions, as this can lead to misunderstandings and decreased satisfaction.
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