Friday, October 31, 2008

Replacement Order Forms

Just some hints and tips from me about the Replacement Order Forms (ROFs) and the process.

1. You are allowed one free ROF per show for damaged, missing, wrong, or defective items. Ideally, it is best to make sure that you have all of the customers taken care of before sending in the ROF.

2. Exchanges or second/third/fourth ROFs do cost $9 in postage. Generally, I pay for that myself. Rarely, but if appropriate, I’ll pass that cost on to the client.

3. You can have replacements sent to the host for redistribution or directly to the affected client (if there is only one affected client).

4. You only have 90 days from the show date to send in an ROF. Exceptions are extremely rare. So contact each customer to make sure they’re happy before those 90 days has gone by.

5. If customers report that their candles are not burning properly, you do need to assess the candle care they are using. Be a candle doctor first.

  • Wick not centered – can they move it back to the center when the candle is lit or is it really faulty?
  • Burning unevenly – where are they burning it? Is there a draft? Is the wick trimmed to half a cm? Is the wick centered? Are they burning it long enough?
  • Not burning flat (pillars/3 wicks) – are they burning it long enough? Are they hugging the candle? Developing sides is not bad (hugging over a longer burn time will resolve that), developing a hole in the middle is (and is usually caused by not burning the candle long enough).
  • Flame not bright – is the wick too short? Usually only a tealight issue. Have they tried multiple tealights out of the box?
  • Wax went everywhere – where are they burning it? Is there a draft? Is the wick trimmed to half a cm? Is the wick centered?

The most satisfied customers are often ones who have had a problem and we’ve fixed it without much fuss and followed up to make sure they are happy. The ROF is a great tool for that. Use it when you need it.

Wednesday, October 29, 2008

How to Unpack a PartyLite Order

Here are the instructions I provide to my hosts when they receive their PartyLite Order:

When dividing up the order, I suggest that you do the following:

  • Open all post boxes and get out all products. Check what you have against the packing slip provided in one of the boxes.

  • Put products into piles of like products (i.e. votives in one area, tealights in another, big boxes in another).

  • Find the PartyLite bags provided.

  • Get your list of who gets what. (I sent it to you!)

  • One person at a time, fill up the bags, label them, and set them aside (I literally cut the list up and staple what each person ordered around one of the bag handles).

  • If you are missing any items or have extras left over that you can’t figure out, call me.

Hints: Garden Whimsey Tealight Trios come with a box of Strawberry Rhubarb Tealights, Votive Samplers usually come with a Votive cup, Guest and Hostess Specials are sometimes made up of multiple products (e.g. Iced Crystal Trio with one dozen votives)

  • Call/email your guests to let them know their stuff has arrived!

  • Light your candles, relax with a cuppa, and enjoy!

Thursday, October 23, 2008

How To Get Referrals

This month I have had two shows with people I've never met before. Both of them were referrals. Both shows had over $1000 in sales and both ladies are potential future Consultants.

How do I get referrals?

  1. I ask for them at shows.
  2. I call hostesses after their shows to make sure everything went well with their order.
  3. I call guests to ask how they like their candles.
  4. I finish most calls with a final request for referrals.
  5. I tell people at my shows that I want to be their candle lady.
  6. I call people and remind them that I am their candle lady.
  7. Once a month, my customers get an email from me (Candle Connection) reminding them that I am their candle lady.
  8. When people want to buy candles, they remember that I am their candle lady.
  9. When my clients need more candles, they write to me or call me.
  10. When my clients meet other candle lovers, they tell them about me.

Just a few ideas to help you grow your business.

Absolute Gold

My weekly email from Flying Solo arrived in my inbox today. Once again, I am inspired to pass on the information to you, my fellow Independent Candle Consultants.

The article supports our customer service strategy. The one Eliana and Janelle have been sharing with us at training for over a year now. The one that Angela and I have been testing regularly and challenging ourselves to diligently follow. The one some of you have started to work through.

And it's simple.

Call your customers.

Here's the original article: Grow Through Your Existing Customer Base. I sincerely recommend browsing through this website and subscribing to its free weekly "jolt of soloist wisdom."

Wednesday, October 22, 2008

Success Secrets: Sponsoring Calls

The best way to gain self-confidence is to do what you are afraid to do. ~Author Unknown

My heart is racing. I've just done something I've never done before.

After talking to one of my Rainbows about her shows this weekend, I asked her to let me know the names and numbers of a few people who she met. I wanted a list of people who she liked, who liked the candes, and who she thought would make great Consultants. At first she told me that no one was interested. But I persisted. I said I wasn't interested in the ladies who told us that they were interested. I was interested in talking to the ones we think should be interested.

That was easy. Our Rainbow went through her door prize slips and was quickly able to identify five people who should want to be candle ladies. She told me why she thought so. I took notes.

Then I called each one. Here's the script I used.

Section 1: Introduction

Hello, would (lead’s name) be in? Hi (lead’s name), my name is Wendy and I am a Unit Leader with PartyLite. I work very closely with (consultant that gave the lead’s name) and I understand you know her from _______________. She has had some really wonderful things to say about you. Would you like to know what they are? (Wait for response)

Section 2: Compliment

She has told me that you are (sincere compliment #1) and (sincere compliment # 2). The reason she told me all these great things about you is because she believes you would make a great PartyLite consultant and just based on what (consultant’s name) has had to tell me about you I would most definitely agree.

Section 3: Listen to Answers

Now I have no idea if PartyLite is for you or not, but I do want to let you know we are looking for new consultants and the income potential is incredible. Could you use some extra income (lead’s name)? (Wait for positive response)

Section 4: Set up Meeting

Okay great; well let me tell you that there is no cost to start PartyLite and just to start for working 5 hours a week you are looking at making $900.00 per month on average. Like I said (lead’s name) I have no idea if PartyLite is for you or not, but what I’d love to do is give you some information so you can find out, if it turns out to be something you’d like to try, great, if not, than no big deal, it would be a pleasure just meeting you because of the wonderful things (consultant name) has had to say. So (lead’s name) is there any reason we couldn’t get together for a quick coffee and I can give you some info?

The Results

When I made the calls, I got through to 3 out of the 5 people. I left a message for one and I will call back the other at 2:00 this afternoon. In the three that I did get to talk to, I got to Section 3 of my call and they did not respond positively. I listened to their responses and discussed their situations nicely. I accepted no for an answer. If I had felt an opening, I would have worked to overcome their objections, but each one was pretty specific in her reasons for not wanting more information.

It felt wonderful to make the call. I honestly think all three left the call not feeling pressured, definitely feeling complimented, and happy with their Consultant. I left each call reinforcing that her Consultant looks forward to taking care of her as a client.

It would be my pleasure to go throught this process for every Rainbow after every show. Helping you to grow your business is my responsibility as your Unit Leader. It is a priviledge.

I encourage you all to send me names and numbers. We're offering opportunities, not pressuring people.

Trust in yourself. Your perceptions are often far more accurate than you are willing to believe. ~Claudia Black