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Discussion Overview
The thread explores various approaches participants take to manage customer service after a Pampered Chef show, focusing on follow-up practices and customer care strategies.
Discussion Character
- Anecdotal
- Opinion-based
Main Points Raised
- One participant, identifying as a consultant, mentions making quick calls to guests within 24-48 hours after a show to thank them and confirm bookings, referring to these as "Big MAC" calls.
- Another participant shares their experience of tracking shipment status and following up with hosts after the products arrive to ensure everything is satisfactory.
- One participant describes making follow-up calls about three weeks after the show to check if guests have received their items and to remind them of the return policy.
- Another participant notes that they inform customers when a show is closing and provide tracking numbers for shipments, along with recipe books related to their orders.
- Several participants express a desire to improve their customer service practices, with one stating they struggle to balance customer care with other responsibilities.
- One participant mentions trying a structured time management technique called "power hour" to allocate time for various tasks, including customer care.
Areas of Agreement / Disagreement
Views differ on the effectiveness and execution of customer follow-up practices, with no clear consensus emerging on the best approach.
Contextual Notes
The discussion reflects personal experiences and strategies among consultants, highlighting the variability in customer service practices within the community.
Who May Find This Useful
Consultants looking for insights into customer follow-up practices and those interested in sharing their own experiences may find this discussion relevant.
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Once the show is submitted, I watch the shipment status (you do this behind consultant's corner) and then follow up with the host a few days after it has arrived to make sure everything is okay.
Then in a perfect world, I would call each guest about 3 weeks after the show is shipped to make sure they have their items, that they've taken them out of the box, etc. Since PC will pick them up free of charge within the first 30 days, we can avoid the customer having to make their own returns when we do this. These are called "out of the box" calls (or OOTB for short).
Then, I like to follow up a few months later, maybe at change of season, or whenever I get around to it (lol!) to check in, share current info, make sure they're still enjoying their tools. A call before the 1 year mark gives you a reason to call.
Hope that helps!
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I will also try to keep track of what they have gotten and some cross selling ideas when something else is on sale. I am not always successful with that, but I try to!!!
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Ann F said:
I said "in a perfect world."
I'm far from perfect, believe me. I seem to get stuck calling all my booking and recruit leads and forget about my customers. Trying the power hour--four 15 min segments: 1. host coaching 2. booking leads 3. recruit leads 4. customer care. Seems to be going well so far and then I don't runout of time for customer care.
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Frequently Asked Questions
What is a typical process after a Pampered Chef show transaction?
After a Pampered Chef show, the consultant will typically follow up with guests to thank them for attending and to share the host's rewards. They will also process any orders placed during the show, ensuring that all items are accounted for and that payments are collected. This may involve entering orders into the Pampered Chef system and confirming shipping details.
How do I collect payment after a show?
Payment can be collected in several ways, including cash, checks, or credit card transactions. If using credit cards, consultants can process payments through the Pampered Chef website or mobile app. It's important to ensure that all payments are collected before finalizing the order to avoid any discrepancies.
What should I do if a guest wants to change their order after the show?
If a guest wants to change their order after the show, it's best to accommodate their request as long as the order has not yet been submitted to Pampered Chef. The consultant should communicate with the guest to confirm the changes and then update the order accordingly before finalizing it.
How do I handle shipping and delivery of products after the show?
Once the orders are processed, Pampered Chef will handle the shipping directly to the guests' addresses. The consultant should inform guests about the expected delivery time and provide tracking information if available. It’s also a good practice to follow up with guests after delivery to ensure they are satisfied with their products.
What should I do if there are issues with an order after the show?
If there are issues with an order, such as missing items or damaged products, the consultant should contact Pampered Chef's customer service for assistance. It's important to address any concerns promptly to maintain customer satisfaction and ensure that guests feel valued and supported.
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